EAP Perspectives
EAP Satisfaction Survey Data Now Included in Provider Profile Reports
One of the tools Magellan uses to demonstrate to customers that clients are getting better is our client satisfaction survey. We recently began including client satisfaction results data in annual profiles sent to high-volume EAP providers as well, so you too can review this data and use it to focus on areas that may need improvement. You play a direct role in the success of our EAP program by encouraging your EAP clients to provide written feedback via the survey.
If nine or more of your clients have completed and returned surveys, you will receive an annual report containing your scores on the following:
- Ease of access to schedule an appointment
- Effectiveness in resolving concerns or problems
- Overall satisfaction.
All surveys are confidential; we only share aggregate results with you and our customers.
Ideas to encourage submission of satisfaction surveys:
- Let the client know that surveys are confidential.
- Stress that you and Magellan really want to know how he or she feels about the quality of the EAP services received.
- Ask the client to complete the survey before leaving your office.
- Offer to mail the sealed survey to Magellan for him or her.
- Create a “survey drop box” in your office and mention it to clients.
- If the client doesn’t attend the last session, during your follow-up call, offer to mail the survey to him or her.
- Tell the client that their company appreciates hearing about their employees’ satisfaction with the program as well. (Stress that feedback is kept strictly confidential and only aggregate results are shared.) If the client is happy with the service and wants it to continue, they can tell their company. If they think aspects of the EAP should be modified, they also can share that through the survey.
Thank you for your help. Please let your EAP affiliate manager know any ideas you may have for increasing the client survey response rate, so that we may share them with other Magellan EAP providers.