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Evaluation/Quality
Assurance
Crites
& Associates is also available to assist your organization
in EAP program evaluation, including program cost-effectiveness,
client satisfaction, quality assurance and continuous quality
improvement.
It
is our recommendation that quality assurance standards be established
at the program development stage for any EAP. Ideally, these
standards should be integrated into an independent program monitoring
function with outside consultants helping to build the monitoring
responsibility into the daily activities of counselors, case
managers, network development, and administrative functions.
Utilizing
C&A's computer-based EAP management information system, a
database of process and outcome indicators can be established
for your Employee Assistance Program. Comparisons of outcome
results among consortium participants and the consortium overall,
in relation to the previously developed quality assurance standards,
goals for program utilization, customer satisfaction and other
outcome measures, should lead to the establishment of a quality
improvement system. In the development of these quality systems,
it is critical that identified customers play an integral role
in defining overall quality.
In
reaching the overall goal of continuous quality improvement and
program effectiveness, C&A can assist in measuring your EAP
in a number of variables:
- Service Quality
- accessibility, timeliness, deliverability
- Provider Quality
- credentials,
experience, training, qualifications
- Clinical Quality
- appropriateness,
effectiveness
- Institutional Quality
- performance,
characteristics, compliance with any
external regulatory standards
- Training Quality
- training
experience, adequacy of knowledge base
- Perceived Quality
- reputation
as derived from satisfaction surveys, etc.
C&A
staff are uniquely qualified to carry out a comprehensive program
evaluation and quality assurance to help your organization ensure
that it meets "Best Practices" for employee assistance
programs. Our staff's leadership as members of EAPA's committee
on Program Standards and Program Certification will bring a national
and international perspective as the future "bench marking"
of your EAP.
20
Questions About Your EAP
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