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Questions for HR about setting up and administering an EAP account

How do I set up an account? Hide

Call Bupa Centres on 0845 600 3476 to discuss your needs.

How quickly can an EAP be set up? Hide

A Bupa EAP is a very easy process to set up and implement. The service can be implemented within a few days but preferably with one month's notice to allow sufficient time to create the account, brief our telephone counsellors, issue contracts and invoices and deliver the standard literature (to the client), however, it is possible to give employees immediate access if the client so wishes. If clients want bespoke literature such as their logos on leaflets, additional time may be needed for the costing of the materials, approval of artwork, print and delivery.

Do employees have to pay to use the EAP? Hide

No. The organisation pays for the EAP, with a fee price based on their annual staff headcount figure and the level of service they require (eg Key EAP, Classic EAP or Premier EAP)

What is the role of the Bupa account manager? Hide

You will be given a dedicated account manager.

• The Bupa account manager will work with the client to understand the nature of the organisation and decide how best to manage the EAP within the organisation, and if appropriate, will help them appoint an appropriate management committee - perhaps comprising of HR, occupational health, health and safety, worker representatives etc.
• During the initial stages he/she will hold a planning meeting with the client/broker to agree launch activities, material design and timescale (this may be done over the telephone).
• The initial take up of the EAP will be monitored and the account manager will review the implementation. This is to ensure that the service levels agreed at the outset with the client have been achieved.
• Depending on the success of the EAP launch, the account manager will guide the client as to whether further promotion is appropriate, or if simple maintenance is required. This monitoring will continue on a quarterly basis throughout the contract period.

Why account manage? Hide

• To help fulfil the proposition that a Bupa EAP is a proactive management tool.
• To support the client and help build a relationship with them so that they get maximum benefit form choosing Bupa.
• To help identify other Bupa products and services that may be of benefit to them

How does Bupa generate awareness for the EAP within an organisation? Hide

The key to the success of your programme is its implementation and communication to your managers and employees. The service includes support materials designed to maximise visibility and utilisation while ensuring the service is confidential, immediate and more effective through early intervention.

• Bupa Employee Assistance takes a structured, marketing approach to launching the EAP. This is aimed at maximising awareness, putting the benefits of the service at the forefront of employee's minds and encouraging staff to ask for help before their issues become a major disruption in their lives.
• We work with the organisation to plan promotional activities and to dovetail communications within the organisation's existing communications (eg management briefing process, induction and training events, payslip distribution etc).
• We provide launch leaflets and wallet cards for all employees containing information about the EAP and how to access it. We also provide posters that can be strategically displayed throughout the workplace.
• For Premier and Classic service we provide managers guides detailing how to refer employees to the service.
• We can provide memos and emails for all employees explaining the new service.
• For an extra cost we can also provide a range of promotional items such as stress balls, stress dots, mouse mats, screensavers, and screen pop-ups. We can also provide activities such as manager presentations; employee presentations; workshops, training courses and open days; consumer surgeries; and foyer/canteen stands.

What additional marketing materials are available? Hide

The following materials and activities can be provided for a fee - please ask your account manager, or call 0845 600 3476 for details:

• intranet interface
• articles/adverts
• novelty items, eg stress balls, mouse mats, screensavers
• foyer/canteen stand
• additional managers guides
• additional electronic and on-site launches
• training courses and workshops
• health promotion and open days
• consumer surgeries

Unless otherwise agreed and appropriately costed, leaflets, wallet cards, managers’ guides and posters (if included in the EAP package) are sent directly to one named contact at the client company. Clients will be charged if they want bespoke materials such as their logos on leaflets.

What sort of management information will I receive? Hide

General statistical data about how the scheme is being used; overall number, male to female ratio of callers; broad presenting problem headings such as: anger management, redundancy, anxiety, relationships, stress etc; and where appropriate, where the callers are based and their job level.

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General questions about EAP services and what we can do for you

What are the benefits of Bupa Employee Assistance? Hide

• It helps organisations tackle stress:
• • • it's estimated that 13.5 million working days a year are lost through stress, anxiety and depression
    • in 2002, £11.5 billion was paid out in wages to absent employees, on additional overtime and temporary staff cover (source: CBI 2004)
    • the hidden cost of stress, anxiety and depression in the workplace include: 'the domino effect'; poor performance and productivity; poor customer service; lower customer satisfaction; staff turnover resulting in recruitment and retraining costs; accidents; litigation; and low staff morale
• It recognises the need to support the interests of the company and the employee.
• It helps maintain and improve workplace effectiveness and performance - personal and work-related problems can impair an individual's ability to work effectively and efficiently
• It gives reassurance and peace of mind to users
• It reduces the amount of time-off work that employees might otherwise need to set up and attend appointments with specialist advisors
• The management information generated by a Bupa EAP can be used proactively to target 'hotspots' within the organisation.
• Our knowledge and experience can then guide the organisation to the best practice solution, which can help reduce or eliminate issues.

How much of a problem is stress? Hide

Managing stress levels in the workplace has become increasingly important for businesses of all sizes. According to the 2005 CIPD absence management survey, 39 percent of employers reported an increase in stress-related absence compared to 2004.

A HSE report on work-related stress carried out in 2005 found that 20 percent of respondents said they suffered from stress at levels described as “very” or “extremely” stressful. The duty of care to protect employee mental health through risk assessment training and support is leading many organisations to provide comprehensive stress management training as employees need a range of skills to be able to maximise performance in a sustainable way.

Another key driver is the risk of litigation, but the best reason for training employees how to cope with, and even thrive on stress, is that they will be healthier and happier and more productive and creative.

In an Employee Benefits Survey carried out in 2005, 66 percent of employers said they have a strategy to reduce stress in the workplace, and of these 52 percent use workshops and training for employees.

When an employee has an issue, whether the origin is work or home-based, performance in the workplace is likely to be affected. Sickness and absence can increase, while concentration and efficiency may decrease.

Stress-related sickness is widely reported to be a major cause of absence for UK businesses:

• it's estimated that 13.5 million working days a year are lost through stress, anxiety and depression.
• in 2002, £11.5 billion was paid out in wages to absent employees, on additional overtime and temporary staff cover (source: CBI 2004)
• the hidden cost of stress, anxiety and depression in the workplace include: "the domino effect"; poor performance and productivity; poor customer service; lower customer satisfaction; staff turnover resulting in recruitment and retraining costs; accidents; litigation; and low staff morale

What is solution-focused counselling? Hide

• When people encounter problems they often lose sight of their strengths and capabilities and don't know what they want or how to achieve it. The first task is to find out what might be possible in the future, and then explore the past and present to identify resources and experiences that might help them build this better future.
• It's usually a positive and uplifting process.
• It works for many problems.

Why have a Bupa EAP instead of one provided by a competitor? Hide

• All calls are answered by qualified and experienced counsellors - they can assess the nature of the callers' problems, to offer interventions such as telephone counselling, arrange face-to-face counselling, or to direct them to practical helplines.
• All our helplines are staffed by fully qualified personnel, eg qualified nurses answer the HealthLine; fully qualified lawyers and legal advisors answer legal queries; and independent financial advisors give financial advice.
• Counselling is available in many international languages
• We operate one of the largest networks of qualified face-to-face counsellors in the UK. This ensures that we find the best possible match between the issues the individual is facing and the specialities of our face-to-face counsellors, without the need to travel long distances.
• We offer manager training. Knowing how and when to refer an employee to use the EAP can help reduce the pressure on managers;
• Bupa actively promotes the EAP within the client’s organisation. Included in the service are a range of launch materials. We can provide employee presentations. This encourages employees to use the service.
• We provide management information on the EAP utilisation and can benchmark it against the client's industry.
• We can provide an expert consultancy team of occupational psychologists and psycho biologists who can analyse the management information and give best practise guidance on policy or training initiatives to ensure the most effective utilisation of the service and a proactive risk management strategy.
• We are one of the pioneers in EAP provision in the UK. We have more than 20 years’ experience of providing and developing EAPs in the UK.
• All our services can be integrated with other Bupa health and care services.
• Bupa Employee Assistance is a member of the EAPA (Employee Assistance Professionals Association), and abides by its codes of ethics.

What feedback have you had from employees who have used the service? Hide

Our recent customer satisfaction survey revealed the following results:

• 99 percent of callers say they would recommend the service to a colleague
• 81 percent of employees say our Employee Assistance Programme improved their ability to work effectively
• 51 percent say our service saved them from taking time off work

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Specific questions for your employees about EAP services

How do I use the service? Hide

Your employer will give you a freephone telephone number when they join the employee assistance programme.

What are the opening hours of the telephone service? Hide

Bupa Centres EAP offers guidance and support on a wide range of issues.

• Consumer rights, legal issues, debt or domestic matters - the counsellor will assess your requirements and transfer you to an appropriate specialist, eg legal, consumer, or financial advice.
• Personal - marital, relationship and family concerns; emotional issues; anxiety; depression; trauma; substance abuse; behavioural difficulties; bereavement; and sexual identify. The counsellor will conduct an in-depth assessment establishing the impact of the situation on the individual. If appropriate, the telephone counsellor will commence immediately, otherwise the counsellor will agree a convenient time for the caller to begin counselling sessions. However, if it becomes apparent during the assessment that face-to-face counselling would be better the individual will be referred to a suitable professional.
• Work-related - the counsellors offer 24-hour confidential support for work-related concerns such as stress, bullying, anger management and career direction.
• Employee management - support to managers from counsellors, experienced HR specialists, or occupational psychologists. This helps managers to improve their people management skills, and gives them guidance on how to best handle difficult employees or situations such as bullying, harassment, personal hygiene in their team.
• Health - advice on health issues such as symptoms and treatments, medication and surgery, inoculations, travel vaccinations, lifestyle programmes (eg quitting smoking).
• Child and dependent care - such as advice on caring for children, elderly relatives and disabled dependants, and searches for finding care homes, nurseries etc.

Bupa counsellors and advisors help the caller put their issues into perspective and work with them to find practical ways to address their problems. They don't tell callers what to do, but they will help them understand their problem and take positive steps to resolve it.

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