At Aurora, we've been committed to providing high quality EAP services for more than 30 years.
Individual customer satisfaction
Aurora EAP requests that clients complete a confidential survey to measure satisfaction. The survey measures the client's satisfaction with their EAP counselor, with any referral(s) and with the EAP in general.
We track satisfaction results in aggregate and by provider. EAP counselors are given feedback on their individual customer satisfaction ratings as well as an overall rating for all Aurora EAP services. If quality concerns arise, plans for quality improvement are developed for the department, service team and with the EAP counselor.
With permission, Aurora EAP follows up with clients to determine if they have made progress, connected with their referral or have additional needs. If they have not connected or have a concern about the referral, the EAP counselor will assist them in resolving the matter. We request outcome data to determine if there is any improvement in the client's productivity, relationships at work and personal life.
Staff credentialing and training
All EAP counselors are required to have a master's degree in behavioral health, experience in EAP services and at least 5 five years of experience in a behavioral health setting. Aurora EAP staff members are also required to participate in continuing education.
When possible, we resolve all complaints immediately with the employee. When that's not possible, we notify the employee that we will investigate the complaint and get back to them with a resolution within 5 working days. A plan for quality improvement is developed following any complaint.
Complaints are reviewed with the manager of clinical services to determine that the issue was resolved to the customer's satisfaction and within the proper time frames. Complaints and compliment trends are also discussed within EAP team meetings and used to evaluate and improve customer service.
Clinical record review
Aurora EAP does peer review of EAP clinical paperwork for clinical appropriateness. Quality concerns may prompt a plan for improvement that includes specific steps an EAP counselor must take to improve the quality of service.
For key customer service processes, standards of service are identified and then monitored for quality. Studies provide objective data and an opportunity to improve processes, improve service and measure effectiveness.