Employee Assistance Programme: Your Questions Answered

January 14, 2025

A recent survey found that while 79% of employers provide an Employee Assistance Programme, only 27% of employees realise an EAP exists in their workplace. Furthermore,

These are eye watering statistics. So what is an EAP? And how can it help me?

This article will take you on a journey to answer your commonly asked questions – explaining what an EAP is, how it can benefit you and your health, whilst all being paid for by your employer.

What is an Employee Assistance Programme (EAP)?

An EAP, or Employee Assistance Programme, is a work-based program that offers employees various services to help them manage personal problems that might affect their job performance, health, and well-being.

EAPs are designed to provide confidential support and help employees address issues such as stress, family problems, substance abuse, and more. 

To the right is an example Employee Assistance Programme from Canada Life’s service, WeCare.

employee assistance program services

What does it look like to access an EAP?

To bring to life what it is like to use an EAP, as well as to highlight some of the services available, we’ve put together a few case studies. These examples have been provided by employees of companies that use Bigmore Benefits as their benefits partner. Names have been changed for the purpose of privacy and some details of their stories may have been shortened for the purposes of this article. 

Please Note: There are a variety of Employee Assistance Programme providers but we will continue to look at the EAP service from Canada Life, known as “WeCare”.

Case Study 1 - "Alice" : Mental Health Support

I spoke to my HR manager about the barriers I was facing with accessing mental health support through the NHS. The HR manager recommended I use the EAP service we have with CanadaLife.

Initially I found accessing the app a little confusing, as I hadn’t been given the access code from the HR department. But once I was given the code and got into the app, the process was smooth sailing from there.

I was given a few options: I could speak with a therapist over the phone, do an online chat via Teladoc, or I could complete an online questionnaire via WeCare to have a phone call consultation. I chose to complete the questionnaire and pick a date and time that suited me to have a telephone consultation. WeCare also gave me a list of therapists to choose from, which includied their name and photo.

During the consultation, I was asked what regular time slot would work for me to have therapy sessions. This gave me confidence that the sessions could fit around my busy life. Within 5 days of the consultation, I received an email to say I had been assigned a therapist at the time slot I had requested.

In the therapy sessions I could speak openly and freely about what was on my mind. Then the therapist would help me make sense of things and give me tools to help navigate challenges I’ve been facing. I went from feeling like I was carrying the weight of the world on my shoulders, to feeling more in control and balanced in my life.

EAP mental health

Case Study 2 - "John" : Virtual GP

I was recently in Wales visiting my wife’s family and I was experiencing terrible sinus pain which was giving me headaches I couldn’t shift. As Wales and England’s NHS operated separately, I couldn’t cross register with a local GP or go to a walk-in centre. I am lucky to have private medical insurance, so in the first instance, I tried to book a virtual GP appointment through this, however, I couldn’t book an appointment for 72 hours. As a fallback, I then tried our EAP provider, WeCare, who also have a Virtual GP service.

WeCare doctors were able to see me within a few hours which given the amount of discomfort I was in was helpful. After discussing my symptoms and sinus history, I was prescribed antibiotics. I was texted a code, walked down the road to Boots and picked up my prescribed antibiotics.

Within 24 hours, I was on the road to recovery. All I had to do was download the WeCare app, enter the relevant reference number and arrange a call. WeCare offered an easy, fast, and effective service. I was very impressed.

Case Study 3 - "Elijah" : MyStrength service on WeCare app

I am currently going through a separation from my wife and I wanted to turn to fitness as an outlet. As it’s January, I thought about joining the gym, however I’m not feeling confident yet to work out around other people.

I remembered an employee benefits presentation we had at work a few months ago and started to explore our EAP service through the WeCare app.

It was straight forward to activate my account – just had to add in my personal details and answer a couple of questions about my motivations. There was a 15-question questionnaire to complete, that helped me reflect on how I’m feeling now, whilst going through a big life change.

Once activated, I was greeted with a message from my new MyStrength guide who I can message him anytime I need to. There was even a short profile about my coach which made this whole process feel more personable.

To my surprise, this service is much more than a couple of fitness videos. There are short activities that give you the experience of asking yourself inner questions at your own pace and time to understand your own emotions. It’s very beneficial for those who haven’t had experience with professional mental health support, like me.

MyStrength offers the following support for anyone using it:

  • Get inspired
  • Find calm
  • Be positive
  • Connect with others
  • Appreciate yourself
  • Care for your body

There are motivational quotes, real life stories and a community inspiration board. I really like the progress tab where I can create goals and track how I’m doing. It was also reassuring to read the articles they had about relationship separation.

This service has shown me that strength sessions are good for more than just my body. 

nutrition from an employee assistance programme

Understanding the Barriers

In the above case studies there are clear barriers that needed to be overcome before the employee was able to take advantage of the EAP on offer. Some of these, as well as other issues reported by clients of Bigmore Benefits are:

  1. Lack of Awareness: Employees might not know that the EAP exists or what services it offers.
  2. Stigma: There can be a stigma associated with seeking help for mental health or personal issues, making employees hesitant to use the service.
  3. Perceived Inaccessibility: Some employees might find the process to access EAP services complicated or intimidating.
  4. Underestimating Need: Employees may believe their issues are not serious enough to warrant professional help.
  5. Time Constraints: Busy schedules and workloads can make it difficult for employees to find time to utilize EAP services.
  6. Cultural Factors: In some cultures, seeking help may not be as accepted, leading to reluctance in using EAP resources.
  7. Previous Negative Experiences: If an employee has had a negative experience with similar services in the past, they may be discouraged from using the EAP.

A company addressing these barriers can help encourage more employees to take advantage of the support available through EAPs.

Why An Employer Should Implement an EAP Service

For these crucial reasons:

  1. For Employee Well-Being
  2. Increased Productivity: By addressing personal challenges, employees can focus better on their work, leading to improved productivity and performance
  3. Reduced Absenteeism: EAPs can help reduce absenteeism by providing support for issues that might otherwise lead to time off, such as mental health concerns or family problems
  4. Enhanced Workplace Morale: Offering EAP services shows that the employer cares about their employees’ well-being, fostering a positive work environment and enhancing morale.
  5. Cost Savings: By improving employee mental health and reducing turnover, EAPs can lead to significant cost savings for employers, including reduced healthcare costs and lower recruitment expenses.

“For every £1 invested in an employee assistance programme, organisations can expect to see, on average a 10x return on investment” [Health assured, 2024]

Bigmore Benefits can Support you in Implementing an EAP service

With over 30 years in the employee benefits industry, the team at Bigmore Benefits has been helping companies design, implement and communicate their employee benefits packages with unparalleled support. Our ethos is to add value to the lives of your employees which, in turn, adds value to your company. A cared for and supported workforce is more likely to yield a productive and engaged workforce. A strong employee benefits package can only help accomplish this goal. 

To increase the engagement and productivity of your workforce, let's talk.