Quality

Acentra Health's Employee Assistance Program has a rigorous Quality Assurance Program that monitors and interacts with its customers to review process, workflows, and satisfaction rates. Our customers expect a high standard of delivery, and we regularly review key metrics that demonstrate our commitment to excellence and customer satisfaction.

Key Metrics

As an EAP Call Center, Acentra Health fully understands that our customers want service when they need it. That is, at the time of the initial call. Acentra Health differentiates itself by committing the resources so that all calls are answered, and services administered, by master’s level counselors at the time of the call. There are no lengthy automated menus or lengthy hold times, and no messages or voicemail taken.

Our survey satisfaction scores have repeatedly demonstrated an excellent experience as reported by employees and managers alike.

EAP Counseling Survey Satisfaction Data for 2023:

  • Overall Satisfaction = 98%
  • Quality of Initial Contact = 99%
  • Quality of Counseling = 98%
  • Situation Improved = 95%
  • Function Better at Work = 93%
  • Manage Problems Better = 95%
What was most valuable or helpful about this service?

There was a positive difference in the employee's attitude and behavior. The employee said he thought the counseling was beneficial to him.

There was a positive difference in the employee’s attitude and behavior. The employee said he thought the counseling was beneficial to him.

The EAP is an invaluable resource and wealth of information. They're always very helpful in increasing our understanding of addictions and the recovery process.

The EAP is an invaluable resource and wealth of information. They’re always very helpful in increasing our understanding of addictions and the recovery process.

The follow up by the EAP Consultant has been timely and appropriate. We were kept up to date regarding appointments being kept by the employee as well as progress of the meetings overall. The Consultant checked in to ask how the employee was doing at work, which tied the counseling she was receiving to her work performance.

The follow up by the EAP Consultant has been timely and appropriate. We were kept up to date regarding appointments being kept by the employee as well as progress of the meetings overall. The Consultant checked in to ask how the employee was doing at work, which tied the counseling she was receiving to her work performance.

The most value to this service is positive impact and change to the employee's attitude towards her job and life as a whole.

The most value to this service is positive impact and change to the employee’s attitude towards her job and life as a whole.

The progress demonstrated in the employee has been great and very much needed.

The progress demonstrated in the employee has been great and very much needed.

Being able to brainstorm to ensure that the correct approach was considered.

Being able to brainstorm to ensure that the correct approach was considered.

Discussing the situation regarding one of our employees and the alternatives was very helpful in clarifying the options, so I could advise my boss and she could advise her boss. EAP is one of several options presented to the employee, and it was very helpful to be able to give him a choice, with the pros and cons of each option.

Discussing the situation regarding one of our employees and the alternatives was very helpful in clarifying the options, so I could advise my boss and she could advise her boss. EAP is one of several options presented to the employee, and it was very helpful to be able to give him a choice, with the pros and cons of each option.

The positive approach taken in dealing with a situation and the follow-up. There was a great deal of empathy toward the situation.

The positive approach taken in dealing with a situation and the follow-up. There was a great deal of empathy toward the situation.