RFHC’s mission is to provide the highest quality primary health care services delivered in a competent, caring and culturally sensitive manner regardless of ability to pay. The principles of placing quality first, focusing on the client, and recognizing our people as our most valuable asset guide our vision. We respect the worth of every individual and will treat patients, other customers, and each other as we wish to be treated.

RFHC uses a Total Quality Management (TQM) approach to assure the best quality of care to our clients by objectively, systematically, and continuously:

• Monitoring the breadth of care and services,
• Assessing processes and outcomes of care,
• Identifying areas in need of improvement,
• Achieving improvements in the quality of care and operations, and
• Evaluating the effectiveness of improvements in care and operations.

Through ongoing measurements and input from our various stakeholders, we identify opportunities for improvement in an effort to increase the satisfaction of our patients and staff. Patient and staff satisfaction surveys, patient experience and incident reporting and hotlines provide input for our quality improvement efforts. 

Quality indicators are carefully chosen by the TQM Steering Committee and are identified through selected practice guidelines, new or significantly modified processes, external agencies, as well as the board of directors. 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 in a dashboard format on a monthly basis.

A glimpse of some of the indicators that we are monitoring demonstrates the commitment to our patients as we strive for highest possible outcomes for the care we provide:

• Overall cycle time - our goal is to see our patients from start to finish in less than an hour.
• Diabetic control – one way to measure how well we are taking care of our diabetic patients is a blood test (HBA1c) that monitors long term blood glucose control. We’re working to reach our goal of 90% of our diabetic patients to have least 2 of these tests within a year.
• Mammography – We want to ensure that over 70% of the women who use our clinic have had a mammogram in the past 2 years.

The TQM process provides RFHC employees with tools and resources to improve the quality of their work and supports our four cardinal tenets of access to quality care , striving for personal and organizational excellence , collaboration with co-workers and community partners , financial sustainability for today and for our future.