Quality and Compliance
As a health center focused on patient-centered care, patient satisfaction is a crucial measure of our success.
“Patient Satisfaction is the most important indicator of what our patients think of the care they receive. Consistently we receive high marks; over 90% of our patients rate their overall satisfaction as great or good.”Laurie Bauer, Quality and Compliance Officer
We hold ourselves accountable and have a continuous systematic quality improvement process.
We Take Our Own Vital Signs
We gauge our performance using a set of Total Quality Management (TQM) measures that touch on every vital aspect of our organization: clinical outcomes, operations, finance, and human resources. Our overarching goal is to reduce health disparities by improving health outcomes, improve health center operations and ensure patient and staff satisfaction.
Our Total Quality Management (TQM) approach rests on these principles.
- Assess processes and outcomes of care
- Identify areas in need of improvement
- Strive to achieve improvements in the quality of care and operations
- Evaluate the effectiveness of improvements in care and operations.
Quality Indicators are chosen that have broad impact across organizational functions, such as finance, human resources, clinical operations, chronic disease care, and cancer prevention. RFHC currently tracks 20 TQM indicators using the dashboard format and reports monthly to our Board of Directors.
In a recent audit by the California Department of Health Services Medi-Cal Managed Care Division, RFHC received an overall site review score of 96%; in Clinical and Preventative Services, our score was 100%.