Malcolm Baldrige National Quality Award - American Society for ...

maintaining facilities that create the atmosphere of a gathering
place for the Native Community – where people come for
health services, but also for potlatches, dancing and singing,
arts and crafts displayed and/or sold, and to visit relatives and
friends. Every building project has the requirement to capture
the essence of respect and culture of the Native Community.
SCF uses a wide array of equipment and technologies to
deliver and improve care (e.g., pyxis pharmacy systems,
digital radiology), and owns and manages a fleet of vans and
buses to transport C-O and employees.
SCF’s Information Technology (IT) department supports all
programs. SCF operates primarily in a Windows environment
with full Active Directory Services deployed, and the system
is fully routed with over 16 locations. Primary applications are
Exchange 2003, Serenic Navigator, Kronos, and other clinical
applications. The SCF IT Department is actively involved in
developing Web-based tools that are customized to SCF in
order to continue to improve our systems. Examples of these
Web-based tools include Committee Manager, Balanced
Scorecard and Dashboard, Automated Planning, Online Job
Application, and Development Center Training. SCF is also
involved in the Alaska Telemedicine Project, enabling its
clinicians to participate in medical services in remote locations
through state-of-the-art telemedicine technology.
P.1a(5) Regulatory requirements. SCF operates in a highly
regulated environment at the federal, state, and local levels.
Requirements address scope of services and funding;
protection of employees’ and customers’ health, safety, and
privacy; environmental protection; the federal government’s
Annual Funding Agreement; and policies of Labor (e.g.,
Americans with Disabilities Act), Justice (e.g., Civil Rights
Act), and Health and Human Services (e.g., HIPAA), to name
a few. SCF addresses voluntary accreditation and recognition
standards, such as Joint Commission (JC), Commission on
Accreditation of Rehabilitation Facilities (CARF), and
American Nurses Credentialing Center. ANMC has earned
Magnet Recognition for Nursing Excellence. In addition, SCF
complies with various assurances and meets requirements of
foundations and grants.
P.1b(1) Organizational structure. SCF is 501c(3)
incorporated and operating under the tribal authority of CIRI.
The CIRI Board of Directors appoints a seven-member C-O
Board of Directors (BOD), from various career backgrounds,
that serves as the chief policy-making body and exercises
overall control and management of the organization’s affairs.
The P/CEO reports directly to the BOD, leads the Office of
the President and its programs, and supervises seven divisions,
each of which are led by a Vice President (VP).
P.1b(2) Customers and stakeholders. SCF has four key
customer groups, defined according to geographic location.
[Fig. P.1-5]. SCF recognizes that despite differences in
geographic location and service level, all customers share a
common set of requirements, shaped by cultural values and
preferences. SCF translated these requirements into its
Operational Principles [Fig. P.1-2], creating a set of design
specifications to drive improvement and innovation.
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Figure P.1-5 Customer Owner (C-O) Groups
C-O GROUP AS OF 12/31/10
Anchorage and Mat-Su Valley
SCF provides primary health and
related services to 60,663 C-O
(empanelled to named providers) in
Anchorage and Mat-Su Valley.
Cook Inlet Region (CIRI) Villages
SCF supports CIRI Village efforts in
village locations to optimize their own
services by self-determination.
Anchorage Service Unit Villages
SCF supports services and activities to
the 55 Anchorage Service Unit
Villages, limited to the 10/1/97 level
of service and availability of funding.
The region may purchase additional
services from SCF. The region is
responsible for optimizing services
under self-determination. [Fig. P.1-6]
Alaska Statewide Support
SCF fulfills the 10/1/97 obligation for
those limited areas of statewide
services.
SERVICES / SUPPORT
Full access to all SCF services.
Support for local primary care
delivery by village providers:
funding, consultation, regularly
scheduled on -site clinical services.
Access to all Anchorage -based
services.
Support for local primary care
delivery by village providers:
funding, consultation, regularly
scheduled on-site clinical services.
Access to most Anchorage -based
services. Additional services for
additional costs.
Consultation to other regional health
care centers and on-site Women’s
Health, Pediatrics, and Dental Health
services.
Access to residential programs and
most Anchorage-based programs.
Figure P.1-6 Anchorage Service Unit (Red Outlined Area)
P.1b(3) Suppliers and partners. SCF works with diverse
partners to deliver health care services, support education and
training of Alaska Native people, and secure funding for SCF
programs and staff [Fig. P.1-7]. SCF leverages the potential
of partnerships to drive improvement and innovations by
involving SCF BOD and senior leaders in committees with
partner leadership and by engaging employees from both SCF
and partner organizations in committees and improvement
teams. To provide seamless care to our C-O, many of our
employees participate in ANTHC committees and
workgroups. We share and evaluate a number of specific
measures with ANTHC, since many of our C-O use their
services. Suppliers support service delivery to C-O, and
include those that provide health care equipment and supplies,
such as pharmaceuticals, lab and radiology products; office
supplies, equipment and furniture; and contractors. Key
requirements are timely delivery, product quality, and cost.
Ongoing communication with suppliers includes one-on-one,
group meetings, emails, telephone, fax and written
communication. Contracts are in place for ongoing supply
chain partners. SCF builds relationships and promotes
communication in working with partners [Fig. P.1-7].