Eap outcomes demonstrate value easna conference may 2004
Download
1 / 60

EAP Outcomes Demonstrate Value EASNA Conference May 2004 - PowerPoint PPT Presentation


  • 79 Views
  • Uploaded on

EAP Outcomes Demonstrate Value EASNA Conference May 2004. Rick Selvik, LICSW, MBA, CEAP Diane Stephenson, Ph.D., CEAP Federal Occupational Health, Program Support Center, U.S. Department of Health and Human Services. Presentation Abstract. Outcome Data from 60,000 EAP clients

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'EAP Outcomes Demonstrate Value EASNA Conference May 2004' - salene


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
Eap outcomes demonstrate value easna conference may 2004

EAP Outcomes Demonstrate ValueEASNA Conference May 2004

Rick Selvik, LICSW, MBA, CEAP

Diane Stephenson, Ph.D., CEAP

Federal Occupational Health, Program Support Center,

U.S. Department of Health and Human Services


Presentation abstract
Presentation Abstract

  • Outcome Data from 60,000 EAP clients

  • During a 3 Year Period

  • With Federal Occupational Health EAP

  • During pre- and post- clinical process

  • Results show client improvement

  • Large number and consistent findings

  • Support productivity benefits of EAP


Presentation issues
Presentation Issues

  • Cost-effective methods to document value

  • Demonstrate value by more than anecdotes

  • Outcome measures assure quality service and demonstrate value

  • Keep the customer informed of EAP services and impact on health and productivity


Learning objectives
Learning Objectives

  • How to collect outcome measures

  • How to interpret the results

  • How to assess EAP impact on key workplace indicators

  • How to use results to evaluate program initiatives such as telephone counseling


Traditional eap value measures
Traditional EAP Value Measures

  • Utilization

  • Demographics

  • Presented and Assessed Problems

  • Client satisfaction


New eap value measures
New EAP Value Measures

  • Problem Improvement

  • Risk Management Results

  • Reduced Absenteeism

  • Productivity Improvement


U s dept of health and human services psc federal occupational health foh
U.S. Dept. of Health and Human Services, PSC, Federal Occupational Health (FOH)

  • EAP for 1.4 million Federal employees

  • Serving over 400 Federal agencies

  • Have over 150 counselors onsite nationwide

  • Nationwide affiliate network

  • Heavy demand for information and quarterly reports of activity


The typical eap client 1
The Typical EAP Client (1) Occupational Health (FOH)

  • Between 45 and 54 years of age (35%)

  • Married (50%)

  • Caucasian (67%), African American (20%), and Hispanic (10%)

  • Males (50%), Females (50%)

  • Worked for Organization 6 to 15 Years


The typical eap client 2
The Typical EAP Client (2) Occupational Health (FOH)

  • Self-Referred to EAP (60%), Management Referred (15%), Union Referred (2%)

  • Three to Four Sessions on Average

  • Address Problem in EAP (80%)

  • Others referred to community resources

  • Follow-up for up to a year

  • Four of five clients resolve in EAP


Reported work problems
Reported Work Problems Occupational Health (FOH)


Assessed problems
Assessed Problems Occupational Health (FOH)


Health status questions
Health Status Questions Occupational Health (FOH)

  • Health Outcomes Institute and InterStudy

  • John Ware of Johns Hopkins

  • Different versions: SF36 and HQ12

  • We selected four of the questions

  • Asked at case opening and case closing


Outcome measures used
Outcome Measures Used Occupational Health (FOH)

  • Productivity impacted by emotional problems,

  • Productivity impacted by physical health,

  • Improved work and social relationships,

  • Health status,

  • Job attendance/tardiness, and

  • Global assessment of functioning (GAF).


Question productivity as affected by emotional problems
Question: Productivity – As Affected by Occupational Health (FOH)Emotional Problems

  • ”During the past 4 weeks, to what extent have you accomplished less than you would like in your work or other daily activities as a result of emotional problems (such as feeling depressed or anxious)?”

  • The response options were: None at all (1), Slightly (2), Moderately (3), Quite a bit (4) and Extremely (5)

  • 73% reduction in cases in lowest two categories


Productivity as affected by emotional problems
Productivity – As Affected by Occupational Health (FOH)Emotional Problems

Results show shift towards no or fewer productivity problems after EAP services.


Question productivity as affected by physical health
Question: Productivity – As Affected by Occupational Health (FOH)Physical Health

  • ”During the past 4 weeks, how much difficulty did you have doing your work or other regular daily activities as a result of your physical health)?”

  • The response options were: None at all (1), A little bit (2), Moderately (3), Quite a bit (4) and Could not do daily work (5)

  • 66% reduction in cases in lowest two categories


Productivity as affected by physical health
Productivity – As Affected by Occupational Health (FOH)Physical Health

Results show shift towards no or fewer productivity problems after EAP services.


Question improved work and social relationships
Question: Improved Work and Social Relationships Occupational Health (FOH)

  • ”During the past 4 weeks, to what extent has your physical or emotional problems interfered with your normal social activities with family, friends, neighbors, or groups?”

  • The response options were: None at all (1), Slightly (2), Moderately (3), Quite a bit (4) and Extremely (5)

  • 77% reduction in cases in lowest two categories


Work and social relationships
Work and Social Relationships Occupational Health (FOH)

Results show shift towards no or fewer relationship problems after EAP services.


Question health status
Question: Health Status Occupational Health (FOH)

  • ”In general, would you say your health is:”

  • The response options were: Excellent (1), Very Good (2), Good (3), Fair (4) and Poor (5)

  • 31% reduction in cases in lowest two categories


Health status
Health Status Occupational Health (FOH)

Results show shift towards improved health status after EAP services.


Question attendance tardiness
Question: Attendance/Tardiness Occupational Health (FOH)

  • “How many days have you been unexpectedly absent or tardy in the past 30 days?”

  • 62% drop in average lost time away from work for clients after using the EAP


Attendance tardiness
Attendance/Tardiness Occupational Health (FOH)

Results show dramatic change in unscheduled attendance/tardiness occurrences after EAP services.


Question global assessment of functioning
Question: Global Assessment of Functioning Occupational Health (FOH)

  • The counselors assessed a client’s level of functioning using the Global Assessment of Functioning (GAF) Scale (American Psychiatric Association, 2000).

  • GAF scores can range from 1 to 100, with higher scores indicating better functioning.

  • 10% average improvement for clients, moving from a range of mild symptoms and difficulty in functioning to transient, slight symptoms and impairment levels


Global assessment of functioning
Global Assessment of Functioning Occupational Health (FOH)

Results show change in average GAF scores at case closing.


How to present the results to the customer
How to Present the Results to the Customer Occupational Health (FOH)

  • Charts

  • Percent Improvement

  • Quarterly Reports

  • Trends


Eap impact in the workplace
EAP Impact In the Workplace Occupational Health (FOH)


Eap impact in the workplace1
EAP Impact In the Workplace Occupational Health (FOH)


Outcomes for different types of clients
Outcomes for Different Types of Clients Occupational Health (FOH)

  • By Assessed Problem Type

  • When Alcohol/Drug is the Primary Problem

  • By Gender

  • For Telephone Counseling Clients


Improved outcomes by assessed problem
Improved Outcomes by Assessed Problem Occupational Health (FOH)


Eap outcomes demonstrate value easna conference may 2004

Clients with Alcohol/Drug Problems Occupational Health (FOH)


Improved outcomes by gender
Improved Outcomes by Gender Occupational Health (FOH)

N=11,746


Eap outcomes demonstrate value easna conference may 2004

  • Evaluation of Occupational Health (FOH)

  • Telephone Counseling in an EAP

    • Criteria

    • Outcomes


Telephone applications in behavioral health
Telephone Applications in Behavioral Health Occupational Health (FOH)

  • Crisis counseling

  • Initial contact - information/education

  • Screening

  • Appointment scheduling

  • Management consultation


Telephone applications in behavioral health1
Telephone Applications in Behavioral Health Occupational Health (FOH)

  • Assessment

  • Counseling

  • Support between face-to-face

  • Case management

  • Supervision

  • Follow-up

  • Evaluation


Other tc outcomes study results
Other TC Outcomes Study Results Occupational Health (FOH)

  • Texas A&M Study (Reese, 2000)

    • Clients report same level of relationship with counselor (telephone & face-to-face)

    • Convenience, cost, anonymity, control

  • U of IL Study (Schneider, 2000)

    • Telephone, face-to-face, videoteleconference, no treatment

    • Audio (telephone) & video provide similar outcome levels to face-to-face

    • Any modality better than no treatment

    • Comfort with audio & video increase over time


Foh guidelines for counseling by telephone
FOH Guidelines for Counseling by Telephone Occupational Health (FOH)

  • Assessing Client Appropriateness

  • Client Request for Counseling by Telephone

  • Environment

  • Conducting the Initial Assessment

  • Conducting the Counseling

  • Documentation

  • Statement of Understanding Issues

  • Counselor State Licensed


Contraindications to counseling by telephone
Contraindications to Counseling by Telephone Occupational Health (FOH)

  • Alcohol or other drug abuse

  • Management referrals

  • Risk of violence

  • Suicidal or homicidal

  • Marital, family, child

  • Serious psychopathology


Foh tc evaluation components 1
FOH TC Evaluation Components (1) Occupational Health (FOH)

  • Number of telephone cases

  • Length of counseling sessions

  • Rates of case assignment to affiliate counselors

  • Client satisfaction ratings on access to care

  • Client satisfaction ratings on services received


Foh tc evaluation components 2
FOH TC Evaluation Components (2) Occupational Health (FOH)

  • Outcomes ratings on productivity and absenteeism

  • Clinical outcome (GAF score)

  • Structured counselor feedback on their telephone cases

  • Anecdotal case information from counselors


Comparison time frame analyses
Comparison Time Frame Analyses Occupational Health (FOH)

  • Implementation Period – 6 months immediately after issuance of the structured TC guidelines

  • Comparison Period – the same 6 month period the year before


Outcomes s using telephone counseling
Outcomes – #s Using Telephone Counseling Occupational Health (FOH)

  • Generally the same number of telephone cases and telephone sessions during the implementation period as compared with the comparison period.


Telephone and face to face counseling groups
Telephone and Face-to-Face Counseling Groups Occupational Health (FOH)

  • Face-to-face counseling analyses

    • TC sessions were fewer than 50% of the total

    • Cases with no telephone sessions

  • Telephone counseling analyses

    • TC session were 50% or more of the total

    • Cases with any telephone sessions


Outcomes length of sessions
Outcomes – Length of Sessions Occupational Health (FOH)

  • Average length of telephonic session – 32.2 minutes

  • Average length of face-to-face session – 59.8 minutes


Outcomes affiliate assignment
Outcomes – Affiliate Assignment Occupational Health (FOH)

  • Reduction of 5.6% in affiliate case assignment


Outcomes client satisfaction access to care
Outcomes – Client Satisfaction: Access To Care Occupational Health (FOH)

  • Same outcome results for telephonic and face-to-face cases on client satisfaction with access to care


Outcomes client satisfaction quality of services received
Outcomes – Client Satisfaction: Quality Of Services Received

  • Same outcome results for telephonic and face-to-face cases on client satisfaction with quality of services received


Outcomes absenteeism productivity
Outcomes – Absenteeism & Productivity Received

  • Similar outcomes for telephonic and face-to-face cases on:

    • Pre/post absenteeism/tardiness rates

    • Pre/post productivity measures


Outcomes clinical functioning
Outcomes – Clinical Functioning Received

  • Cases with any telephonic sessions showed a greater average improvement in GAF scores from the opening to the closing of the case (p=.05) compared with the face-to-face cases


Outcomes counselor feedback
Outcomes – Counselor Feedback Received

  • 3.7 – level of counselor’s experience with telephone counseling

  • 4.0 – level of comfort providing TC with this case

  • 4.2 – perception of client’s TC comfort

  • 3.8 – perception of cnslr/client alliance

    5 point scale – 1=low; 3=moderate; 5=high


Outcomes counselor feedback 2
Outcomes – Counselor Feedback (2) Received

  • 3.7 – extent to which goals were met

    • 4.0 (5=not at all) – If goals not met, extent that counseling by telephone contributed

  • 4.5 (5=not at all) – Extent to which a TC session was interrupted

  • .93 (0=no and 1=yes) – If the client had privacy during the TC


Outcomes counselor anecdotal information
Outcomes – Counselor Anecdotal Information Received

Categories where telephonic counseling may be appropriate and beneficial:

  • Stigma

  • Medical mobility problems

  • Mental health mobility problems

  • Scheduling problems

  • Clients with multiple no shows


Telephone counseling summary
Telephone Counseling Summary Received

  • Appropriate clients; appropriate method

  • Use a multifaceted evaluation model for evaluating service delivery through technological modalities


Client satisfaction dimensions
Client Satisfaction Dimensions Received

  • Service Satisfaction

    • Accessibility and Convenience

  • Productivity Improvement

    • Improve productivity at work

    • Improve work relationships

  • Client Improvement

    • EAP’s effect on problem resolution

    • Strengthening the client’s job effectiveness

    • Ability to cope with stress


How to use this data for client service delivery
How to Use this Data ReceivedFor Client Service Delivery

  • Improve Health and Productivity Outcomes

  • Daily operational management

    • Continuous quality improvement

    • Activity based management

    • Enable core processes

  • Monthly Supervisor/Counselor Report

  • Developing Internal Benchmarks


How to use this data for the consultation to the organization
How to Use this Data ReceivedFor the Consultation to the Organization

  • Show Health and Productivity Outcomes

  • Custom reports for customers

  • Senior management briefings

  • Quarterly reports

  • Annual activity summary



Summary and discussion
Summary and Discussion Received

  • EAP services lead to improved outcomes in six areas of functioning

  • Results consistent over a 3 year period

  • Involved almost 60,000 EAP clients with a variety of presented problems

  • Include in clinical process

  • Supports health and productivity value and benefits of EAPs


Thanks to
Thanks to: Received

  • Chris Plaza, MS, Brian Sugden, PhD, Dennis Derr, MA, Christopher Ross, PhD, David Bingaman, LCSW, Fran Wence, MA

  • The authors give special recognition to the counselors, counselor supervisors, clinical directors, and FOH EAP consultants for their work on the development/implementation of this initiative and their significant contributions to the health and productivity of the workforce.

  • Questions: 312-886-4215; Rselvik@psc.gov; www.foh.dhhs.gov/outcomes.asp