Continuous Quality Improvement (CQI) is a progressive incremental improvement of processes, safety, and the care of persons served. The CQI team is responsible for conducting Contract Accountability Reviews for all Network Providers. In addition, the CQI team oversees Community Persons Served Satisfaction Surveys, Incident Reporting, Secret Shopper, Civil Rights compliance, Complaints and Grievances, ROSC implementation, Cultural and Linguistic Competency compliance, conformance to CARF standards, and ensures BBHC policies and procedures are updated annually.

The goal of the BBHC CQI department is to improve outcomes, systems processes, and ensure regulatory compliance. The BBHC CQI department aims for excellence and to quantify and document accomplishments, and improvement begins with a culture of improving outcomes. CQI is a philosophy that encourages organizations to continuously ask:

How are we doing? Can we do better?

Can we do things more efficiently?

Can we be more effective?

The BBHC CQI team is available to provide support and technical assistance for Network Provider. The CQI team can be reached via email at


Community Person Served Satisfaction Survey

Broward Behavioral Health Coalition, Inc., (BBHC) has implemented the Community Person Served Satisfaction Survey (CPSS) requirement and adopts this policy to ensure provider compliance with the administration of the CPSSS pursuant to guidelines set forth by the Florida Department of Children and Families (the Department). BBHC shall ensure that subcontracted providers disseminate and collect the information obtained by the Community Persons Served Satisfaction Survey as required by the Department.

All BBHC contracted agencies, providers, and programs, except those who are expressly exempt from this requirement as set forth below must disseminate and/or administer and report to DCF the data collected from the CPSSS via the DCF electronic link

The categories are as follows:

  • Adult Mental Health
  • Children Mental Health
  • Adult Substance Abuse
  • Children Substance Abuse


Performance Measures 

BBHC reviews network Performance Outcome Measures (POM) on a weekly basis.

The Submitting Treatment Episode Data section above describes the general circumstances under which treatment episode data, including performance outcome measures, must be submitted. A POM record includes the following information about an individual: socio-demographic and clinical characteristics, including level of care; level of functioning; and diagnosis. This information must be recorded and submitted during each treatment episode. It is required for analyzing and reporting to various entities responsible for the oversight and improvement of a statewide system of care for the prevention, treatment, and recover of individuals with serious mental health or substance use disorders.

Over the course of a treatment episode, POM data will be submitted many times. There must always be at least one POM record associated with the admission and discharge. However, during the course treatment, POM’s must be updated every 90 days following the admission and can be associated directly with the admission or directly with the discharge.


Incident Reporting Analysis System

The Incident Reporting and Analysis System (IRAS) is an online incident reporting tool that enables the Department to collect and analyze information about critical incidents that occur in all licensed substance abuse providers and contracted mental health treatment providers. Each provider is required to have at least two IRAS reporters, who are located in Broward County and able to enter IRAS reports within the required timeframes.


Secret Shopper