Quality Management

Quality Management is the hallmark service of EAP Solutions. We believe in ongoing quality management that places emphasis on standardized outcome metrics in order to assess the effectiveness of our reporting.  Along with ongoing quality management, we provide comprehensive EAP reporting to our customers.

EAP Solutions measures outcomes in four core areas:

• Access Standards
• Consultation Standards
• Account Management Standards
• Return on Investment

Access

Employees, family members, and managers must be able to access EAP services when they are needed. Unlike other services, which can often wait until the next business day, EAP services are often accessed on an urgent basis. EAP Solutions tracks call response and appointment time to ensure that employees get the services they need, when they need them.

Consultation

Managing core services, whether it is telephone or face-to-face consultation, along with personalized WorkLife resources, creates the essence of EAP Solutions' services for our customers. Measuring the effectiveness of these efforts, the impact they have in the workplace, and the satisfaction acquired by our customers is the key to EAP Solutions’ success.

Account Management

EAP Solutions prides itself on being a high-touch program. For our customers, that means having our account management team available and ready to provide program management, problem-solving, and consultative insight. Measuring outcomes related to program integrity, utilization, and impact management, along with communication programs, form the key elements of account management services.

Return On Investment

In today’s health care environment, every program must be examined and evaluated for effectiveness and value. EAP Solutions uses two core metrics to measure ROI: Cost Containment and Productivity Management. Using the resources of the UPMC Department of Health Economics, EAP Solutions has developed a proprietary model that uses both direct (dollar savings) and indirect (productivity assessment) methods to determine the employer's cost savings.

EAP Solutions Quality Improvement Program, in collaboration with the University of Pittsburgh Medical Center, guarantees that employees, their families, and the corporations we serve receive the highest quality service available in the EAP industry.