Performance Improvement

We work to continuously make sure the people we serve receive the highest possible quality care, when they need it. 


We call this work "performance improvement." Or just simply, PI, which includes continuously: 

  • assessing the quality of the care we deliver
  • assessing client access to that care
  • adjusting to do better

Use these resources to stay up to date on all things PI.

Monthly dashboard I 2020 PI Goals2019 PI Results │2018 PI Goals I Client Experience Survey I Clinical Quality Benchmarks I PI Tools and Resources


2020 PI Goals

We have nine PI goals in 2020...

    Clinical Goals

    • Preventive care: Mammogram Completion. By December 2020, 65% of women recommended to have a completed mammogram will have documentation of screening.
    • Behavioral health: Depression Screening, Treatment, & Remission. By August 2020, 85% of clients over 12 years of age will be screened for depression using a validated tool. By December 2020, 10% of adults diagnosed with major depression or dysthymia who scored positively on an initial PHQ-9 (>9) will demonstrate remission at 6 months (PHQ <5).
    • Infectious Disease: Flu Immunization. By March 31, 2020, 45% of eligible clients will have documentation of flu vaccine administration.

    Population Health and Social Determinants of Health Goals

    • Medication Adherence: By December 2020, 80% of eligible clients will be screened for medication adherence barriers using a validated tool.
    • Food Insecurity: By December 2020, 90% of clients who identify as having food insecurity on the PREPARE tool will be connected to Case Management.  

    Client & Staff Engagement Goals

    • Provider Communication: By December 2020, 85% of clients will respond “always” on Client Experience Survey questions relating to good provider communication.
    • Joy in Work:  By December 2020, the agency’s level of Joy in Work will improve by 20%.

    Client Safety Goals

    • Medication Administration: By June 2020, Medication Errors will decrease by 20%.
    • Phone Access: By December 2020, 80% of calls will be answered by a human and 80% of voicemails will be returned within 1 business day.

    Our clients' perspectives help us shape our goals. 

    Client Experience Survey Results: Spring 2019

    Read the full report

    Click on the links below to see results for each of our sites

    421 Fallsway I Yellow TeamWest Baltimore I Baltimore County

    Find past results here.


    PI Tools and Resources

    Coming soon!


    Questions about our Performance Improvement work? Contact Ziad Amer, Performance Improvement Coordinator

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