Program Goal

The purposes of the Quality Management and Improvement (QMI) Program are:

1. To strive for service excellence.
2. To ensure that service quality to our clients is consistent with the terms of our agreement.
3. To ensure that clinical and administrative services are monitored and any necessary interventions implemented.

Program Objectives

-Quantify and gather data that is pertinent to the delivery of EAP services to our clients.

-Analyze data collected for the purposes of identifying opportunities for improvement.

-Take action where opportunities for improvement are identified and evaluate the effectiveness of such action.

-Initiate and support quality improvement activities.

-Promote quality improvement as it relates to the delivery of EAP services.

QMI activities are on-going and a review of progress. Areas for continued monitoring and identification of new QMI activities are reviewed quarterly by the EAP Program staff with input from the Prism Health Networks QMI Director.

Provider Surveys

Surveys are mailed to all contracted providers once a year. The return rate for provider surveys ranges from 35% to 40% annually.

Customer Service
Questions concerning the provider's interaction with the EAP staff show a satisfaction rate of 100% scoring either a 4 or 5 (satisfied or very satisfied).

Practitioner satisfaction
100% agree or agree strongly that "the overall service delivered by PQEAP meets my expectations for good service" and "Overall, I am generally satisfied with my relationship with PQEAP."

Comments from the provider surveys:

-From the bottom up and top down, I have found every staff member to be responsive, accessible, caring, and respectful and a pleasure to work with! Thanks Dana, Kim, Meg, Diane and Veronica!!!"
-Outstanding staff-great follow through-very competent and concerned."
-I have found Prism staff to be helpful and prompt in assisting with client related issues and in clarifying treatment needs and compliance."

On-going Communication and Training Opportunities

Regular communication with our provider network is an important component of Prism Quality EAP operations. EAP staff has very close communication by telephone, mail, and fax with all providers throughout an open case.

Providers receive a complete training manual upon initial credential and updates periodically throughout the year. Our confidential website also contains helpful provider information as well as the training manual.

In addition, providers are offered refresher trainings annually or as requested to cover topics such as the EAP referral process, appointments, benefits coverage, claims submissions and fees.