Health Assured | Employee Assistance Programme (EAP) FAQs

What Does an EAP Do?

An EAP is specifically designed to benefit employees who are facing struggles in their personal or professional lives.

What Do the Health Assured Services Cost?

We have a dedicated page to summarize the costs and provisions available. Please read Health Assured Services and Pricing for further information. 

How Many Counselling Sessions Are Included?

The number of sessions will depend on the package you opt to make available, currently 6 or 8. Employees can have up to the maximum number of sessions sessions for different type of issues: 

Can Partners or Dependents Use the Helpline or EAP Service?

Yes, cover for dependents and partners is available as a standard part of the service provided. Dependents must be aged between 16 & 24 and in full time education (HMRC guidelines). Dependents and partners are only eligible for online counselling.

Can Individuals Under 16 use the Services?

No, the service can only be used by individuals over the age of 16.

How Do Employees Access This Service?

Employees can call the dedicated helpline that's available to Reward Gateway Edenred clients or download the Wisdom App for AI advice, live online chat, video call or schedule feedback. Current usage indicates that many employees access support via the app functions so we'd always recommend promoting Wisdom and ensuring employees have support at their fingertips. 

What Happens When Employees Leave? 

Employees undertaking structured therapy will continue with their sessions. Once they have been signed off by the counsellor they will no longer get access to the services. 

Can You Provide the Service for Employees in the Republic of Ireland?

Yes! We can provide a service to employees in the ROI.

Can Additional Counselling Sessions be Added?

Please read our Adding Further Counselling Session with Health Assured for further information on additional counselling sessions. 

Are Calls Recorded? 

Calls are recorded for quality and training purposes. All callers are advised of the call recording system and provided with the opportunity to have call recording turned off. Additional information and FAQs can be read here. 

Can Employees Receive EAP Support in Other Languages?

We have Language Line Solutions telephone interpreting service on the helpline, which enables individuals to communicate in over 200 languages, and we can connect to a professionally qualified interpreter in under a minute to ensure the service is accessible for all.

Although Language Line is not used within structured counselling, we have counsellors on our network who speak different languages, which individuals can request during the clinical assessment process. This provides a much better therapeutic outcome for the individual rather than having three people present during a counselling session. Please be aware that this is subject to availability and whether we have a counsellor on the network who speaks the specific language that is requested.

What Accreditations and Memberships Does Health Assured Have?