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With so many workplace mental health programs out there, it can be challenging to know which ones actually help and which are just making lofty promises. As demand for high quality mental healthcare grows, more and more Employee Assistance Programs (EAPs) are claiming to deliver fast access, impressive clinical outcomes, and significant cost savings.
But not every EAP can back up those promises. Many offer a polished pitch, promising exactly what your organization needs—quick access and measurable outcomes—but they may fail to deliver behind the scenes. These unfilled promises can lead to frustration, financial strain, and disengaged employees who don’t get the support they need.
Choosing the right solution matters, and this begins with asking the right questions. Let’s explore how you can ensure the EAP you choose aligns with your company’s goals and genuinely supports your employees’ mental health.
Measuring mental health is the foundation
In physical health, it’s often easy to track treatment effectiveness. For example, managing diabetes involves a simple blood test to measure progress.
But when it comes to mental health or substance use disorders, things aren’t as clear-cut. There's no lab test for depression or anxiety, which makes it more challenging to validate treatment success.
So, how can we measure progress in mental healthcare? The answer lies in measurement-based care (MBC)—a proven, systematic approach to tracking symptoms over time. It's the gold standard for measuring clinical improvements, but implementing it requires commitment and infrastructure, including:
- Regular collection of de-identified patient data from network providers and patients using Patient Reported Outcome Measures (PROMs)
- The ability to track patient progress throughout the care journey and adjust treatment in real-time
- A robust electronic health records (EHR) platform to support this data collection
When an EAP claims to be effective, don’t just take their word for it. Ask the hard questions: Are they using MBC? Do they have the infrastructure in place to track and adjust care for all members? Are all of their providers integrating it into their practice? A transparent solution will have the data to back up its claims—not just for some members or providers but for everyone they support.
Meeting courage with reliability and quality
Imagine this: An employee who has been struggling with their mental health finally finds the courage to reach out to their EAP. They dial the number, ready to take the first step toward healing. But instead of immediate support, they encounter long wait times, automated prompts, or endless silence.
Unfortunately, this is a reality many employees face. True reliability in mental health solutions means offering more than just access—it means delivering immediate, meaningful support when it’s needed most. A dependable mental health solution should provide:
- Immediate support from a licensed clinician
- Quick access to the right level of care
- Therapists who are a great fit for the employee’s unique needs—whether they’re dealing with challenges like childhood trauma, eating disorders, or other specialized concerns
- Consistently positive clinical outcomes
- A proven track record of successful therapist-client matches
When mental health solutions offer this level of reliability, employees receive care faster and experience better, more sustainable outcomes.
Employees deserve quality care, quickly
When evaluating the reliability of an EAP, be cautious of impressive-sounding claims that don’t tell the whole story. A 30-second average response time at a call center might sound great, but it doesn’t necessarily mean your employees will get the care they need quickly. The real questions to ask are:
- How soon can they schedule a care appointment?
- Do they have the ability to monitor and manage their network capacity in real time?
- What's their track record for connecting people to the right level of care within days, not weeks?
The worst scenario is when an employee finally gathers the courage to seek help, only to face silence or long delays. A reliable EAP isn’t just quick to answer the phone—it ensures your employees receive the right care, swiftly and effectively, when it matters most.
Transparency is an antidote to shell games
When it comes to mental health solutions, transparency can make all the difference between investing in real support for your employees and being left disappointed with empty promises.
All too often, HR and benefits leaders fall prey to a classic bait-and-switch—what’s promised during the sales pitch doesn’t always match what’s delivered during implementation.
How costs can spiral out of control
I’ve spoken with countless HR and benefits leaders who felt misled by mental health solution providers—promised one thing during the sales process, only to find a very different reality once the solution was in place.
With rising inflation and healthcare costs, budgets are tighter than ever. Dishonesty in the sales process muddies the waters and makes it harder to choose the right solution. Here are a few common tactics to watch out for:
- Lowballing utilization projections: Providers may downplay the number of employees who will use the solution, making the projected cost seem lower than it will be in practice.
- Making ROI projections based on irrelevant data: Some providers use generalized studies or other clients’ data instead of focusing on your organization’s specific health plan and historical data.
- Misrepresenting service costs: That $130 per session might sound appealing, but it often applies only to a few providers, leaving you with much higher costs than anticipated.
The rate should be consistent whether your employee sees a psychologist in Seattle or Topeka. There should be no surprises, hidden fees, or fine print.
Hidden costs are rampant
Mental health treatment extends beyond therapy sessions—true progress happens when employees apply what they’ve learned daily. However, some solutions exploit critical “in-between” time, adding hidden fees for necessary support. You might encounter extra charges for:
- Intersession communication fees for phone calls or messages between appointments
- Fees for reviewing assessment results that help adjust treatment plans
- Additional costs for "homework" assignments meant to reinforce progress
These hidden fees can quickly inflate the total cost, even if the initial rate card looks appealing. That’s why transparency is crucial—without it, you could pay much more than expected.
Practical tips: your EAP evaluation checklist
In today's economic climate, every decision about benefits is scrutinized. CFOs expect validated ROI for any new investments, especially in mental health. So, how do you cut through the smoke and mirrors and choose an EAP that delivers real value? Here are some key strategies:
Enlist an expert: Partner with a seasoned behavioral health consultant who has seen the common pitfalls and guide you through the evaluation process.
Demand proof: When vendors make claims, your new mantra is simple—"Prove it." Be sure to ask for:
- Data on access to care, including average time to appointment
- Visibility into real-time appointment availability
- Independent validation of their claims
- Net ROI projections that account for the total cost of services
- A net ROI performance guarantee (and if they don't offer one, ask why)
Dig deeper into the numbers:
- Request detailed utilization projections. How were these numbers calculated, and what happens if demand exceeds them?
- What support is provided between sessions, and are there extra charges for this?
- Ask for a comprehensive rate list for all services to avoid unexpected costs.
- Be cautious of providers with drastically different rates—it can make ROI projections unreliable. A single, clear rate card is your best protection against surprises.
- Confirm if they’re using measurement-based care throughout their solution.
A truly effective mental health solution may cost more upfront, but will pay off in faster recovery times, increased productivity, and real savings on healthcare costs. This is one area where you get what you pay for.
By asking the right questions and insisting on transparency, you can navigate through the noise and find a mental health partner that delivers on their promises..
Honoring courage with quality care
As we navigate cost projections and hidden fees, it’s easy to get lost in the numbers. But let’s not forget what truly matters: the experience of your employees.
When an employee bravely asks for help, what happens next? Are they met with compassion, expertise, and timely care, or do they encounter frustration and delays?
By prioritizing transparency and reliability in your mental health solution, you do more than make a smart business decision. You’re honoring every employee who reaches out for support, ensuring they receive the care they deserve on their journey to better mental health.
Highlighting net ROI in your next EAP RFP guarantees clear, measurable outcomes, enhanced transparency, and a more productive, healthier workforce.
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