Employee mental health in the UK has suffered in recent years, prompting the need for employers to implement enhanced support services.
According to the UK TELUS Health Mental Health Index, 77 per cent of workers have a moderate to high mental health risk, and 27 per cent of employees feel depressed and say their mental health is adversely impacting their work productivity.
Employers should ensure they allocate the appropriate resources to fulfil their duty of care and effectively protect their employees.
Given the record-high NHS waiting lists, employee assistance programmes (EAPs) can play a crucial role in helping to support employees during their most vulnerable moments. With over 79 per cent of employers in the UK providing an EAP, they can be a lifeline for those suffering from anxiety, depression or at a point of crisis, marking the difference between a healthy, engaged workforce and one that is not.
However, when this service fails to protect employees, the consequences can include increased absenteeism, higher turnover rates and a further decline in overall workplace morale.
When it comes to EAPs, it can be tempting to treat them as a mere box-ticking exercise.
With some services costing as little as the price of a coffee, it is no surprise that a 'race to the bottom' has emerged in the UK over the years to stay competitive and appealing to employers - especially given the mounting pressure on healthcare costs.
But what value does this place on employee wellbeing? What quality of services can employers expect from these low-cost options? How are the quality and privacy of these services affected by choosing cheaper alternatives? And most importantly, what risks might organisations face if care is not delivered appropriately?
Choosing a low-cost EAP often means a drop in the quality of care. With fewer resources, counsellors can become overworked and stressed, making them more prone to burnout. This can affect their ability to provide effective and empathetic support. Plus, the added pressure can lead to higher turnover rates among counsellors, causing disruptions and a lack of continuity for employees who need consistent support.
Often providers do not have enough resources to meet the growing demand for counselling. To keep costs down, they might limit the number of employees who can get help, which can mean longer wait times and fewer available appointments. This shortage of counsellors and restricted access can leave employees without the timely support they need, and ultimately falling short of the service employers are paying for.
Immediate counselling services are crucial to help mitigate feelings of hopelessness and despair, which can profoundly affect both the personal and professional lives of employees. When access is delayed and support is limited, stress, anxiety and other mental health issues can worsen. This lack of timely and adequate care can hurt job performance, increase absenteeism and lower overall job satisfaction, impacting the employee's wellbeing and the organisation's productivity.
According to Samaritans, 74 per cent of people who died by suicide were not in contact with health services or receiving adequate mental health support at the time of their death. Untreated anxiety and stress can increase the risk of suicide, highlighting the urgent need for timely psychological support to help prevent such tragedies.
Low-cost EAPs often obscure the true impact of their services, leaving employers and employees with little insight into what is actually working. Employers may be shown selective data that highlights only extreme cases - those who reach out - while the broader workforce remains unaccounted for. What about the 99 per cent who never engage?
‘Utilisation rate’ is a favourite success metric, but its definition is far from standard. Some providers count anyone who dials in—even if no counselling takes place—while others only count completed sessions. This lack of consistency can result in inflated figures that look impressive but don’t reflect real outcomes.
Cheaper EAP services often don't provide employees the support they need, leaving problems unresolved and harming their wellbeing. When employers prioritise cost savings over employee support, they end up facing long-term issues like lower productivity and increased absenteeism and presenteeism. Additionally, inadequate support can harm the organisation's reputation and hinder its talent acquisition and retention strategies, as employees perceive a lack of commitment to their wellbeing.
Look for a partner who delivers exceptional quality of care without preset limits and embraces regular, independent audits. A true partner goes beyond delivering a service - they work alongside you to anticipate risks, empower your workforce, and safeguard employees when challenges arise.
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Proactive wellbeing partnership |
A standard EAP is no longer enough. Seek a partner who can operate at every level - organisation-wide, with people leaders, and directly with employees - to help create a culture of care that prevents problems before they escalate. Continuous, integrated support can drive stronger wellbeing outcomes and a more resilient workforce. Questions to ask: How do you use technology to improve quality and access to care? What support do you provide beyond the EAP? What support do you offer to help managers identify when someone is struggling? |
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Unparalleled quality of care |
Ensure the provider offers comprehensive care and access to a diverse network of professionals to help support employee needs. Questions to ask: Can you describe the diversity of your network of healthcare professionals? Can you provide any metrics or data on patient outcomes and satisfaction? |
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Global clinical delivery model |
Look for a provider that offers a variety of session models that prioritise employee wellbeing over their bottom line. This can help ensure that each individual receives the care they need, tailored to their unique situation. Questions to ask: How do you handle cases that require specialised or urgent care? How do you assess and address the specific health needs of our employees? |
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Regular external audits |
Choose a provider that undergoes regular external audits to maintain transparency and accountability in their services. Questions to ask: What are your quality management standards? What mechanisms do you have in place for continuous quality improvement? |
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Experienced and qualified counsellors |
Ensure the provider employs experienced and qualified counsellors who can deliver effective and empathetic support. Questions to ask: What qualifications and experience do your counsellors have? What is your process for vetting and credentialing healthcare providers within your network? |
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Proven track record |
Select a provider with a proven track record of positively impacting employee wellbeing and contributing to organisational success. Question to ask: Can you provide case studies or examples of how your services have positively impacted employee wellbeing and organisational success? What is the breadth of organisations you are working with? Can I speak with one of your current customers? |
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Dedicated account management |
Ensure your account is managed by a dedicated Customer Success Manager (CSM) who can help maximise the effectiveness of the services and promote them, making the program well-known and utilised by employees. Question to ask: How do you support the launch of your services within an organisation? Can you provide examples of communication campaigns you’ve executed in partnership with customers to promote workplace wellbeing? |
There are many different EAP delivery models available, but the key to success is quality, transparency and accessibility. These factors can help boost employee engagement and wellbeing, leading to a healthier and happier workforce.
By partnering with TELUS Health, your employees gain access to a service built on clinical quality and positive outcomes. Our commitment to confidentiality and GDPR compliance ensures that trust and privacy are always maintained, which is crucial for providing exceptional support.
Our services are designed and delivered by qualified clinicians, governed by rigorous clinical oversight, and backed by robust data protection protocols. Every employee interaction is guided by evidence-based care, confidentiality and meaningful outcomes
We are dedicated to offering high-quality services that prioritise clinical quality and care for every individual, especially during critical times. Learn how TELUS Health can help support your employees with personalised care and outstanding service.