How it works | Medstars
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Research shows EAPs have under 5% uptake

Tick-box benefits aren’t slowing the crisis.

 

It’s time for something better.

CLIENT CASE STUDIES

EDUCATION SECTOR

A UK secondary school with approximately 120 staff members faced increasing challenges related to staff wellbeing. High workloads, limited access to timely healthcare were contributing to rising stress levels and absenteeism among teachers.​
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Challenges

  • Rising Absenteeism: The school observed a notable increase in sick days, particularly those related to stress and mental health concerns.

  • Limited Support Structures: Existing Employee Assistance Program (EAP) was underutilised, with staff expressing concerns about its effectiveness.

  • HR Constraints: The HR team lacked the resources and tools to proactively address and manage staff wellbeing effectively.

Medstars' Intervention

Same-Day GP Appointments: Staff gained access to UK-based highly trained private GPs, available same day, six days a week, ensuring timely medical consultations.

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24/7 Mental Health Support: Introduction of 'Aria', Medstars' AI-powered wellbeing therapist, provided continuous support grounded in cognitive behavioural therapy principles.

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Time to be heard: Our doctors offer 20 minutes appointments (twice as long as NHS) taking time to understand physical and mental health challenges better.

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Concierge Service: A dedicated Healthcare Assistant assisted staff in navigating specialist care and managing prescriptions.

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HR support: Expert doctors offered the HR team guidance, insight and training to help them better support their team.

Outcomes

  • Reduction in Sick Days: Within six months, the school reported a 25% decrease in sick days related to mental health.

  • Enhanced Mental Health Awareness: Regular workshops and resources led to increased discussions around mental health, fostering a more open and supportive environment.

  • Empowered HR Team: With access to detailed health insights and support from Medstars, the HR team could implement targeted interventions, leading to improved staff morale.

  • Positive Staff Feedback: Surveys indicated that 85% of staff felt more supported and informed using Medstars.


IT/TELECOMS SECTOR

An IT/Tech client with over 500 employees (with many based remotely) faced mounting challenges with employee health and absenteeism.
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Challenges

  • Healthcare Access Barriers: Remote employees frequently struggled to access timely medical advice, especially for non-urgent issues or specialist referrals.

  • Frustration with Insurer Networks: Employees reported being "stuck in limbo" after receiving unclear or generic advice from insurer helplines—leading to delays and disengagement.

  • Mental Health & Isolation: With hybrid and remote work blurring personal and professional boundaries, mental health strain and feelings of isolation were growing across the team.

Same-Day GP Appointments
Remote workers accessed UK-based private GPs within hours—no travel, no call centres, no scripts. Appointments lasted 20 minutes and were available six days a week.

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Specialist Concierge Navigation
For employees stuck in confusing insurer loops or facing long NHS delays, Medstars’ dedicated concierge team stepped in.
(One employee with undiagnosed hormonal symptoms had been passed between GPs and insurers for months. Medstars connected her to a perimenopause specialist within days, triggering real care, real answers, and real relief).

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Mental Health Support, Always On
Through Aria, our AI-powered wellbeing therapist, employees had 24/7 support grounded in CBT principles. Staff could engage anonymously, anytime - no waiting for referrals.

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Proactive Employer Insight
The HR and People team received anonymised usage reports and data-led insight from Medstars clinicians, allowing them to spot trends, reduce absence, and strengthen their internal wellbeing strategy.

Medstars' Intervention

  • Increased Engagement:
    Usage of health services rose to 5x the typical EAP benchmark—indicating employees actually trusted and used the support.

  • Faster Access to Care:
    Median time from booking to GP appointment dropped from 5 days  to under 24 hours with Medstars.

  • Specialist Resolution:
    Employees were referred to targeted consultants via our concierge pathway—many of whom had previously “given up” following insurance-led dead ends.

  • Happier, Healthier Workforce:
    Post-rollout surveys showed 91% of staff felt better supported, and 62% reported improved confidence in navigating their health.

Outcomes

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