Building patient and stakeholder relationships was central to Southcentral Foundation (SCF), an Alaska Native nonprofit healthcare organisation and winner of the 2011 Malcolm Baldrige National Quality Award, achieving its goals. SCF launched a campaign “Your Voice Matters” to gain Customer-Owners (CO) feedback and provided a care environment that emphasised whole person wellness in its programmes, services and care delivery. Relationship-building properties were intentionally designed into c...

BPIR Categories

1.3.1 Build customer relationships
1.1.5 Conduct customer surveys

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