Employee Assistance Professionals

                           of South Florida

      Confidential, Professional, Responsive, Effective

Quality Improvement Programs

Purpose:

The purpose is to ensure the delivery of services is provided with the highest standards for quality by EAP of South Florida (EAPSF), contracted therapists, and contracted agencies delivering services for EAPSF and to identify and correct any deficiencies in the delivery of services.

Procedures:

The Clinical Director is responsible for coordinating the Quality Improvement Program, all quality assurance activities, and for selecting members to assist.

The Clinical Director is responsible for reviewing: quality, accessibility, necessity, appropriateness, and cost effectiveness of care, and for making recommendations for corrective actions.  The Clinical Director acts primarily in an advisory, educational, and collegial role.  The Clinical Director makes recommendations to the President standards of quality for treatment.  EAPSF operates on the assumption that the mental health/substance abuse providers have a QA policy and procedure for their practice and/or agency.

The Clinical Director reviews the client intake, delivery of services, and evaluation of client services.

Wherein the Clinical Director finds that the standards and/or Agreement has been breached, the Clinical Director will meet with the therapist or agency executive director to discuss findings and submit a written report of his/her findings.  The therapist or agency is required to resolve the findings within thirty (30) days with a written response to the Clinical Director.  The Clinical Director will do an on-site visit within thirty (30) days to ensure the problems have been resolved.  In the event that the therapist or agency executive director does not resolve or agree to address the concerns, EAPSF will suspend the therapist or agency from the provider panel until the issues have been satisfactorily resolved.

Utilization Review:

A utilization report of each client company's EAP usage will be produced quarterly and annually.  The information reported statistically to protect confidentiality will consist of number of persons accessing EAP benefits and/or services, number of persons to whom services were provided, number of incidents services were not provided, type of services provided and the outcome results.  Also, included is the demographics such as age, sex, residence, level of education, and diagnosis.  The utilization report is customized at the request of the client company.  The reports may be used by client company management as a source to identify potentially problem areas.  Information in these reports is guarded not to breach any confidentiality of an employee. 

Client Satisfaction Survey

Each client is given a Client Satisfaction Survey with a self-address, stamped envelope to EAPSF.  The Clinical Director reviews the survey.  Areas of concern are noted and tracked for pattern unless it presents an urgent concern that would be dealt with immediately.  If it looks like a pattern the Clinical Director will notify the therapist or agency executive director and request notification of corrective measures.

Management Referral Survey

The Clinical Director will send a Management Referral Survey to the referring manager after the client has completed treatment.  The survey will obtain information from the manager whether or not (s)he was satisfied with the way the case was handled and the outcome.  These surveys are reviewed for ways to improve services to the client company.

Client Records

Client records are maintained with the therapist for seven (7) years.  EAPSF has ownership to these records and can review them at our discretion via a signed release of information by the client.

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Employee Helpline:  1- 888-EAP-1030 

Professional  Affiliations: International Employee Assistance Professionals Association,  Society for Human Resource Management, International Critical Incident Stress Foundation,   The Human Resource Association of Palm Beach County.

                         Endorsed by the Palm Beach County Medical Society                     

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EAP of South Florida / 1499 Forest Hill Blvd., Suite 115, West Palm Beach, Florida 33406 / www.eapsf@comcast.com  /Copyright © 2005 EAP of South Florida /  Design by B.Y. Lee & Associates, Inc.