Service delivery framework at an award winning healthcare organisation

To support wellness the Southcentral Foundation (SCF), an Alaska Native nonprofit healthcare organisation and winner of the 2011 Malcolm Baldrige National Quality Award, created a unique health care delivery system called the Nuka System of Care (“Nuka” is an Alaska Native name given to strong, giant structures and living things). The framework was based on four principles: (1) customers drive everything, (2) customers must know and trust the health care team, (3) customers should face no ba...

BPIR Categories

6.1.1 Plan key production & delivery processes
6.3.2 Provide the service