SERVICE UPDATE for FALLSWAY CLINIC: Between Tuesday, 8/17 and Monday, September 27, appointments and walk-in capacity at our Fallsway clinic will be limited while we change our health record system. For appointments or care, please call 410-837-5533.


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 2021 PI Goals I PI Project Archive I Client Experience Survey I Clinical Quality Benchmarks I PI Tools and Resources

2021 PI Goals

We have nine PI goals in 2021...

Chronic Disease: Diabetes Control

Agency-wide: By December 31 2021, the proportion of clients across the Agency who have an A1C <9 or who are tested will increase to 87%.

By ethnicity: By December 31 2021, the percentage of controlled diabetes (A1C <9) and tested among the LatinX population will increase to 64%.

Behavioral health: Depression Remission

Follow-up Screening: By December 2021, 85% of clients who score >9 on a PHQ-9 screening will receive a follow-up screening within 5-7 months.

Remission: By December 2021, 10% of adults diagnosed with major depression or dysthymia who score >9 on an initial PHQ-9 will demonstrate remission (<5) within 10-14 months.

Infectious Disease: Childhood immunization

By December 2021, 50% of 2-year olds will have all recommended vaccines by their second birthday.

Social Determinants of Health

Food insecurity: By December 31, 2021, 90% of clients who answer yes to experiencing food insecurity on the PRAPARE tool will be connected to a Case Managemer or Community Health Worker.

Transportation challenges: By December 31, 2021, 90% of clients who answer yes to experiencing transportation challenges on the PRAPARE tool will be connected to a Case Managemer or Community Health Worker.

Referrals Tracking

By December 31 2021, 40% of referrals will be completed (specialist/radiology appointment completed and note scanned into EMR) within 3 months of referral initiation.

Phone Access

By December 31, 2021, the Agency will reduce disparities across departments and for clients with limited English proficiency to achieve an answer rate of 85%.

Our clients' perspectives help us shape our goals. 

Client Experience Survey Results: Fall 2020

Read the full report

Find past results here.

PI Tools and Resources

Click on the links below to explore tools and resources: 


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