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Performance Improvement


Performance improvement occurs when our efforts to plan, monitor, and make improvements successfully lead to a positive change in how we work, the outcomes of our work, or Boston’s health outcomes overall. 


Performance Management


Performance management is the practice of actively using data to improve the public’s health through the strategic use of performance standards and measures, progress reports, and ongoing quality improvement. In less technical terms, it means that we are looking at information about health in Boston and information about our own programs and processes and then using that information to decide our actions.  

Check back here for updates on our work in this area. We are excited to share more in the coming months! This effort is in alignment with our commitment to equitable community engagement and advancing racial justice and health equityClick here to learn more about BPHC’s work on racial justice and health equity. 


BPHC's 2019-2021 Strategic Plan


A strategic plan results from a deliberate decision-making process and defines where an organization is going. BPHC’s strategic planning process included participation from a diverse group of stakeholders, from BPHC staff and leadership as well as external subject matter experts. This process, and the resulting plan, demonstrate the deep interest and commitment of stakeholders to work together to advance our mission: to protect, preserve and promote the health and well-being of all of Boston’s residents.

BPHC's 2019-2021 Strategic Plan outlines a bold and action-oriented map that the Boston Public Health Commission will use to advance its mission from April 1, 2019, through March 31, 2022.


Public Health Accreditation


In November of 2017, BPHC achieved national accreditation through the Public Health Accreditation Board (PHAB). This milestone accomplishment is official recognition that the BPHC meets the rigorous standards of PHAB, which works to improve and protect the health of the public by advancing and transforming the quality and performance of governmental public health agencies in the U.S. and abroad. 

Accreditation means that the Boston Public Health Commission is committed to continuous quality improvement so that it can meet our community’s needs as effectively as possible. Boston’s future depends on building a strong, healthy community where people want to live, work and raise their families. Accreditation was and continues to be an investment that ensures BPHC is doing all that it can to improve the quality of life of the people we serve.  

The national accreditation program, jointly supported by the Centers for Disease Control and Prevention and the Robert Wood Johnson Foundation, sets standards against which the nation’s nearly 3,000 governmental public health departments can continuously improve the quality of their services and performance. To receive accreditation, the Boston Public Health Commission underwent a rigorous, multi-faceted, peer reviewed assessment process to ensure it meets or exceeds a set of quality standards and measures.


Quality Improvement

In public health, quality improvement (QI) is use of a deliberate process and set of tools and techniques used to improve the way we do things so that our work is consistent, effective, equitable, and efficient. It refers to a continuous and ongoing effort to better create intended outcomes, achieve health equity, and improve the health of the community. 

Alongside having a strategic plan and following standards that shape our work, using quality improvement tools, techniques and projects is a key way we improve our performance as an organization. 

Among other areas, quality improvement has been used at BPHC to improve our outreach and enrollment processes, the efficiency of our homeless services food service operations, the success of a case management program, the efficiency of our invoicing process, and to reduce client grievances. One quality improvement program at BPHC is spotlighted below.


​Spotlight: Clinical Quality Management in the Ryan White Services Division

​The mission of the Clinical Quality Management program is to work with all subrecipients of the Ryan White Part A funds in the Boston Eligible Metropolitan Area (EMA) to continuously improve the care and health outcomes among People Living with HIV/AIDS (PLWH/A), particularly around consumer care, consumer satisfaction, and health outcomes.


The program defines three necessary components for success: infrastructure, performance measurement, and quality improvement. Its objectives for the 2018-2020 fiscal years relate to:

  • Supporting a Clinical Quality Management Committee that develops the Clinical Quality Management Plan
  • Developing a meaningful portfolio of performance measures and increase the practice of regularly measuring client satisfaction
  • Increasing viral suppression among People Living with HIV/AIDS
  • Increasing retention in HIV-related medical care and adherence to HIV-related medication
  • Engaging subrecipients in quality improvement projects focused on health outcomes, consumer care, or consumer satisfaction


BPHC was a recipient of the 2019 National Association of County and City Health Officials (NACCHO) Model Practice Award for its innovative quality improvement program, a part of its Office of Performance Improvement. Read BPHC's press release about the achievement and click the button below to see more of the work our office has presented or published.


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Boston Public Health Commission
1010 Massachusetts Ave, 6th Floor, Boston, MA 02118.
Phone:(617) 534-5395 Email: info@bphc.org