12:45 - 1:05 pmSaturday, September 26
Plenary Hall
Nuka approach to customer-owned care: How integrated care team dynamics impact outcomes
Plenary Hall
Nuka approach to customer-owned care: How integrated care team dynamics impact outcomes
Southcentral Fndn.
Southcentral Foundation
In partnership with the Alaska Native people, Southcentral Foundation (SCF) developed the customer-owned and -managed, relationship-based Nuka System of Care and transformed its health care delivery system... Read more

Description

In partnership with the Alaska Native people, Southcentral Foundation (SCF) developed the customer-owned and -managed, relationship-based Nuka System of Care and transformed its health care delivery system into an integrated customer-centric model. The success of this approach is largely due to the co-located, multidisciplinary integrated care teams, which consist of the primary care provider, the case manager, the certified medical assistant, and the case management support. This efficient, collaborative unit functions in approximately 3 feet of modular space, elbow-to-elbow, in constant communication around the electronic health record. Other disciplines, shared across several pediatric/primary care teams, are seamlessly woven into the teams such as behavioral health consultants, dieticians, the pharmacists, and, midwives. The dynamics of this unique arrangement fosters relationships and focuses on what the customer wants and needs. This transformation from a discipline-centric model to an innovative, integrated customer-centric model, where customers receive same-day access to all of their services in one place with co-located integrated care teams, resulted in a 50 percent drop in urgent care and ER utilization, 53 percent drop in hospital admission, 65 percent drop in specialist utilization, 20 percent drop in primary care utilization, an employee turnover rate of less than 12 percent, and a customer and staff overall satisfaction rate of over 90 percent. In data comparisons with HEDIS benchmarks, SCF scores in the 90th percentile for many of its services.

The Nuka System of Care is not just something that works in Alaska. Other health care systems around the world are replicating the system. A few examples of this replication include the Veterans Health Administration who is working to transform health care into a VHA model based on the Nuka System of Care; the Cerner Corporation has chosen SCF as its development partner for customer-owner driven population health solution design; and the Harvard Medical School Center for Primary Care, through a data-sharing agreement, will use the Nuka System of Care to create an academic case study centered on SCF’s Nuka System of Care for teaching medical students. In 2011, SCF became the recipient of the Malcolm Baldrige National Quality Award for performance excellence for its innovative, relationship-based, and customer-driven Nuka System of Care.

Joshua Franks is the manager of development for Southcentral Foundation (SCF). Joshua is an SCF customer-owner and Tribal member of the Red Cliff Band of Lake Superior Chippewa Indians.

Joshua has been with SCF since 2003. He manages planning, development, and maintenance of SCF’s comprehensive private- and public-sector fund-raising program. He develops and maintains relationships with private, state, and federal funding agencies for SCF, and advises SCF leadership on grant prioritization.

He is a co-creator and co-facilitator of SCF’s Alaska Native Men’s Wellness, a program dedicated to raising awareness of Native American men’s health and wellness.

Joshua holds an associate’s degree in general studies from the University of Alaska Anchorage, and is currently enrolled in an accelerated B.B.A. and management/M.B.A. program at Alaska Pacific University, in Anchorage, Alaska.

Joshua presents nationally and internationally on SCF’s corporate overview, fundraising efforts, and the relationship-based Nuka System of Care.

Steve Tierney is Medical Director of Quality Improvement and Chief Medical Informatics Officer for Southcentral Foundation (SCF). Steve joined SCF in 1995 as a primary care physician. His expertise in the fields of primary care, quality improvement and health care data analytics helped SCF’s leadership transform primary care services.

Over the next 20 years, Steve became one of the key physicians that supported and led the transformation to a relationship-based customer-owned health care system. His innovative concepts and dynamic technical capabilities help guide improvement and redesign efforts including building the clinical data infrastructure within SCF. He also played a key role in the development of SCF’s integrated care team (ICT) model and he continues to provide oversight. 

A leader in translating data analytics into actionable information, Steve helped SCF identify opportunities for improvement through a robust data mart designed to segment out centralized data by clinic, team, and provider. It helps SCF’s ICTs interpret complex data for internal and external comparisons against HEDIS benchmarks, where the organization scores in the 90th percentile for many of its services. In 2011, SCF became the recipient of the Malcolm Baldrige National Quality Award for performance excellence for its innovative, relationship-based, and customer-driven Nuka System of Care.

Prior to joining SCF, Steve earned his medical degree from the Uniformed Services University, in Bethesda, Maryland, and completed his residency at the University of Maryland in Baltimore.

Steve is trained as a family physician and an acupuncturist, and still maintains an active family medicine practice in SCF’s Anchorage Native Primary Care Center. He presents nationally and internationally on primary care transformation, clinical quality program design, data management strategies, and complementary medicine integration efforts.

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