Roee Ben-Eli, director, strategic programs at TELUS Health Virtual Care, is blunt. He said he believes that mental health support programs are often like a facade, and fail to provide employees with the help they need. “Mental health supports in the workplace are often ‘window dressing’ and simply ineffective in actually getting employees the help they need," he said in an interview with the Insurance Portal. 

“Research is showing that many gaps still exist and employees experiencing mental health concerns still face significant barriers in accessing these services, of which companies are not addressing,” adds Ben-Eli. He listed them: 

  • Coverage for mental health services is limited, not defined and often not enough to cover the supports employees may require; 
  • Accessing the services are cumbersome with challenging online platforms that leave employees confused at which services are available, how coverage works; 
  • Canada has a shortage of mental health counsellors and employees often face long wait times to access one – and companies are unable to help expedite this process; 
  • “Free” services provided through benefits plans are often ineffective (and sometimes inappropriate) in helping people with their mental health concerns – companies will often add in supports tailored to people experiencing mild mental health concerns/stress/anxiety while promoting them to employees as “comprehensive mental health services.” 

Ben-Eli says that many employees are not aware of the services their company offers and that he doesn't blame companies, especially smaller ones, for these shortcomings. He adds that they are often unsure what to do when it comes to psychological support. They see that Employee Assistance Programs (EAPs) are not enough. Most EAPs are used by less than 8% of employees...Should they use telemedicine, cognitive behavioural therapy? It's hard for a small company that doesn't have the resources or consultants of a large company to answer these questions. 

Telemedicine 

Ben-Eli doesn’t hide his fondness for telemedicine, which he sees as an essential complementary service to EAPs. This appreciation was formed after 21 years of experience in the healthcare network, including working for EQ Care, which was acquired by TELUS Health in December 2020. After acquiring the telemedicine firm, TELUS renamed it TELUS Health Virtual Care. He said that they needed to make sure they were providing employees with what is best for them, when they need it, whether that's virtually, over the phone or in person. He adds that people want to see professionals in person, talk to them on the phone and have the option to meet with them virtually. They want to be able to get the services they want when they want them.

More than 70 per cent of TELUS' virtual consultations took place during business hours, according to its internal data on more than 1,000 patients collected in January 2021. Internal data from April 2021 reveals that more than 80% of consultations are resolved through the virtual care app, without the need for an in-person visit. According to this data, skin conditions, respiratory issues and mental health issues were the top three reasons for virtual care visits. 

Reassuring and destigmatizing  

Ben-Eli recounted the experience of the TELUS Health LifeJourney, a digital EAP. He said they included virtual health from the beginning because they knew it would increase the use of the EAP. He added that while EAPs are underutilized, he has no doubt many employee assistance programs work. Some companies have a high utilization rate, 25% to 30%. For others, the utilization rate is very low. 

By using it more, plan members learn about the platform and develop the reflex to consult, he said. “Do I need an X-ray? Does my child need cough medicine?” Using the platform reassures people, who then become less hesitant because they understand that the service is confidential. With this reassurance, they may then feel comfortable enough to request psychological care. 

Ben-Eli says, however, that stigma remains a barrier to psychological care consultations. There is less stigma than before, but he said he believes it is still far too high and that people are misinformed. They think that the employer will know that they have consulted a psychologist through the program, which is not the case. The interventions are confidential. They are not disclosed to the employer. 

Convincing SMEs to return  

Ben-Eli recalls that there was a surge in the use of virtual healthcare at the beginning of the pandemic. Use of these services has returned to more normal levels, he said. Updated in September 2020, TELUS Health's virtual care industry report had revealed 240% growth in new virtual care visitors, and 144% growth in virtual mental health.

Before the pandemic, it was necessary to convince small and medium-sized businesses (SMEs) to use its services. The onset of the pandemic resulted in a bit of a panic about how to give the right resources to employees and citizens. Since then, Ben-Eli said the discussion has been more about the right solution for the right group, based on their values and what is likely to give them the biggest bang for their buck.

According to his research estimates, every $1 invested in a virtual health care program will yield a $4 return, and every $1 invested in an employee assistance program will yield $8, when the program is well developed, communicated and utilized. The return on investment is not free, he adds. It takes effort, a communication model and a culture of implementation. 

He said he believes that a modular approach will sometimes work better for an SME. For example, telemedicine services could be implemented, then an employee assistance program could be implemented while helping the company communicate the initiative as effectively as possible to employees.