Learning Lab: Inclusive Approaches to Strategic Planning for Improved Quality-Inclusive Approaches Handouts

Inclusive Approaches Handouts

Pdf Summary

This document summarizes a 2020 NAHQ webinar, “Inclusive Approaches to Strategic Planning for Improved Quality,” presented by Sharon Fenn and Michelle Aregood from Southcentral Foundation (SCF). It opens with NAHQ’s support for quality and safety during both “business as usual” and “business as unusual,” including limited-time discounts on CPHQ exam preparation products and the exam itself.<br /><br />The webinar explains SCF’s strategic planning approach within Alaska Native-owned health care, emphasizing that involving (and ultimately having customers “own”) health services leads to better programs and improved health outcomes. SCF cites performance results such as improved operating margin, reduced ER visits and hospital stays, and high customer-owner and employee satisfaction.<br /><br />SCF outlines challenges in its prior planning process: closed-door planning, siloed departmental efforts, limited transparency and input, unclear alignment from vision to individual performance, low accountability, and a reactive posture. In response, SCF built a standardized, transparent strategic planning cycle centered on the “Voice of the Customer” (customers and employees), with clearer linkages from long-term corporate goals to objectives, initiatives, annual work plans, and individual performance development targets. A “Nuka Strategic Planning Tool” supports implementation.<br /><br />The annual planning process includes defined schedules and SMART work plans with clear measures and targets. Performance is evaluated through customer feedback, performance development systems, committee and organizational structures, software tools, and training, incorporating lessons learned.<br /><br />The webinar concludes with SCF’s strategic operational response to COVID-19: visible leadership, rapid decision-making, employee support and compassion, expanded phone-based visit types, drive-through testing and services, respiratory clinics and response teams, remote work where possible, PPE inventory management, continuous communication, workflow adjustments, reduced paperwork, stress supports, and temporary pay solutions.

Keywords

NAHQ webinar 2020

inclusive strategic planning

Southcentral Foundation SCF

Alaska Native-owned healthcare

Nuka Strategic Planning Tool

Voice of the Customer

customer-owner engagement

SMART work plans

performance measurement and accountability

COVID-19 operational response