With its focus on Customer Involvement, Southcentral Foundation, an Alaska Native non-profit healthcare organisation and recipient of a 2011 Baldrige Award, implemented a system in which customer-owners formed strong, long-term relationships with their providers. SCF built its health system around 65,000 customer-owners and put what they wanted and needed first. SCF’s relationship-based care system: 1) helped the provider better understand the customer-owner and gain insight into the health is...

BPIR Categories

2.2.1 Obtain stakeholder input into strategy formulation
1.3.1 Build customer relationships

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