Quantifying Quality

Abstract

Abstract This article presents findings from 42 clinical reviews of employee assistance programs across the country. As companies are becoming increasingly concerned about the quality of their services, EAPs and managed behavioral health care organizations (MBHC) are being required to present quantifiable data that indicates that their programs are of an acceptable level of quality. Clinical review is one method to objectively measure the quality of documentation and clinical work of EAPs and MBHCs. This method is clearly outlined in the article and its relevance to a total quality management framework utilizing “six sigma” criteria is illustrated. The findings presented in this article support the notion that quality-of-care in the employee assistance field is often lacking. Implications for below standard quality services are discussed and recommendations for improving the field are suggested.