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SD Y:\Account Management and Client Services\Access Level 2\2. MI\1. MI Reports\02. Bespoke Corporate\CCS Framework\NHSBT\2020\03. Mar\NHSBT EAP Report - Apr 19 to Mar 20.xlsx

During the reporting period we offered the programme to 5,738 members of staffNHSBT had 805 calls in the reporting period, with the majority of calls (78.1%) being counselling relatedThis gives an annualised utilisation figure of 14% (estimated for a 12 month period)

Employee Assistance Programme for:NHSBT

Report period:1st April 2019 - 31st March 2020

Prepared for: NHSBTPrepared by: Health Assured

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Health Calendar



Coronavirus - How to work from home and stay mentally healthy

Due to the ongoing COVID-19 situation, a large number of businesses have shifted to remote working. For many, this is a sudden change and one borne out of immediate necessity. How can you make sure people are keeping on top of their mental health in such a time?

There are, after all, plenty of negatives to working from home. Sometimes it becomes difficult to separate your work life from your home life, especially when they both take place in the same area. It can get a bit lonely, without the commute and your co-workers around you. And you might find yourself becoming far less active - especially for the conscientious among you who walk or cycle every morning.

But, of course, there are positive among the gloom. Remote workers are often more productive, more engaged (with lower levels of absenteeism) and more loyal - in fact, 54% of quizzed workers say they would change jobs for one which offered more flexibility.

So, what can you do to keep yourself sane and healthy if you’re sent home to work at short notice?

• Draw a line between work and home: more straightforward than it sounds. Make sure you have a dedicated area where you do work, and nothing else even if it’s just a corner of a kitchen table. Treat this as your office for now, and take regular breaks.

• Stick to your hours: it can be tempting to start work a little later - or to keep burning through your tasks throughout the evening. This is counterproductive - best practice dictates that you ought to keep to your regular hours. No-one is expecting you to work more (or less!) while you’re at home.

• Keep yourself positive: take advantage of being at home to set the mood. Make that nice coffee you keep as a treat, listen to the music no-one else in the office likes, burn some incense, keep the thermostat at the perfect temperature.

• Communicate with your co-workers - stay in touch and talk regularly. Use software such as Microsoft Teams or even set up a WhatsApp group so everyone can get together in real time.

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Clinical Commentary



Clinical Commentary

As you can see from the Service Engagement Summary page, we have seen a minor decrease in utilisation over the last quarter when compared with the previous quarter (<1.4%). 85.1% of calls received were counselling related and of these, 11.9% went on to receive structured counselling. Face to face counselling accounts for the majority of these referrals (76.2%) followed by telephone (19%) and Online (4.8%). 14.9% of calls received over the last quarter were for Advice matters.

Over the last 12 months’ calls relating to Mental Health has accounted for 37% of calls into the service. This has finished lower than our current benchmarking of 45% (<8%). Anxiety, Low Mood and Depression account for the majority of these calls and it is clear the service continues to be well utilised for Mental Health matters.

Calls related to Legal Advice has accounted for 22% of calls into the service, which is higher than current benchmarking of 18% (>4%). Divorce & Separation, Employment and Civil matters account for the majority of the calls received.

This is followed by calls relating to Work which accounts for 14% of calls received over the last 12 months, finishing higher than current benchmarking which is 9% (>5%). Work-related stress accounts for the majority of these calls.

The workplace outcomes suite demonstrates the value of the service and the impact it is having on employees. At the start of therapy 33% of employees were out of work, after attending structured support this reduced to 20% with 40.9% returning to work. Following the completion of structured counselling, improvements can be seen across all four categories of the workplace outcome suite, which are as follows (benchmarking in brackets):

• 29% decrease in Presenteeism (23.5%)• 20.8% decrease in Work Engagement (10.7%)• 26.9% increase in Life Satisfaction (26.9%)• 26.7% decrease in Workplace Distress (18.5%)

67% of people who engaged in structured therapy were already in work again which indicates individuals are proactively seeking support which is encouraging to see.

As expected structured therapy has seen a marked improvement in people’s anxiety levels and mood demonstrating the intervention has been beneficial which will have a positive impact on individuals’ wellbeing and their engagement with work, i.e. presenteeism.

Recommendation

Utilisation over the last quarter has remained relatively consistent and it is encouraging to see the service continues to be well utilised for both wellbeing and advice. We have also seen some strong outcomes following therapy, which is an indication of the effectiveness of the support provided.

Based upon this data, I would expect usage to remain consistent over the coming quarter.

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Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020 Total

53 56 61 53 44 34 58 61 32 57 71 49 629

10 17 23 16 14 5 27 12 21 12 6 13 176

4 9 8 5 9 5 7 6 2 6 8 2 71

38 36 45 50 32 51 46 38 26 33 41 32 468

2 0 1 5 0 0 7 1 2 0 1 3 22

12 10 2 12 12 3 3 13 11 4 6 4 92

2 0 0 0 1 0 0 1 0 1 0 0 5

2 4 2 1 0 0 0 0 0 1 0 0 10

0 2 2 1 0 2 0 1 0 0 2 2 12

0 0 2 2 2 0 3 1 3 0 0 1 14

221 173 165 191 211 144 202 297 177 230 210 150 2,371

42019 52019 62019 72019 82019 92019 102019 112019 122019 12020 22020 32020

Face to face counselling sessions468

Face to face counselling cases71

Structured telephone counselling sessions92

Structured telephone counselling cases22

Online counselling sessions10

Online counselling cases5

Advice calls

Service Engagement Summary



Counselling calls

Face to face counselling cases

Face to face counselling sessions

Structured telephone counselling cases

Structured telephone counselling sessions

Online counselling cases

Online counselling sessions

Management helpline referrals

Monitored cases

Online health portal hits

468

71

92

22

10

5

Face to face counselling sessions

Face to face counselling cases

Structured telephone counselling sessions

Structured telephone counselling cases

Online counselling sessions

Online counselling cases

Counselling Engagement

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Apr 2019 May 2019 Jun 2019 Jul 2019 Aug 2019 Sep 2019 Oct 2019 Nov 2019 Dec 2019 Jan 2020 Feb 2020 Mar 2020 Total Split by % Benchmarking

2 Mental Health 32 35 25 21 23 21 19 31 18 20 29 21 295 37% 45%

3 Legal 10 17 23 16 14 5 27 12 21 12 6 13 176 22% 18%

4 Work 10 6 19 16 5 4 6 15 3 11 17 3 115 14% 9%

5 Relationships 4 6 8 5 7 2 11 9 1 10 6 6 75 9% 11%

6 Life Event 3 3 5 1 2 4 6 0 1 10 7 4 46 6% 6%

7 Service Enquiry 1 2 3 1 1 0 7 3 2 4 10 2 36 4% 5%

8 Physical Health 3 2 0 9 6 3 4 0 1 0 1 6 35 4% 3%

9 Financial 0 0 0 0 0 0 0 3 5 2 1 0 11 1% 1%

10 Trauma 0 2 1 0 0 0 5 0 1 0 0 2 11 1% 3%

12 Self Identity 0 0 0 0 0 0 0 0 0 0 0 5 5 1% 0%

Grand Total 63 73 84 69 58 39 85 73 53 69 77 62 805 100% 100%

2 3 4 5 6 7 8 9 10 11 12 1

Helpline Calls By Category



Benchmarking

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Mental Health Legal Work Relationships Life Event Service Enquiry Physical Health Financial Trauma Self Identity

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4 5 6 7 8 9 10 11 12 1 2 3


Anxiety 10 21 8 5 10 13 7 6 4 3 17 5 109

Low Mood 10 8 9 10 6 4 8 24 7 6 1 6 99

Divorce & Separation (Legal) 0 7 5 11 4 2 9 4 8 6 2 2 60

Depression 6 3 7 4 6 2 2 1 5 9 6 7 58

Bereavement 3 3 5 1 2 4 6 0 1 10 7 3 45

Work Related Stress 6 5 4 1 2 1 2 6 2 6 10 0 45

Partner 3 3 7 3 4 2 9 5 1 1 1 3 42

Service Enquiry 1 2 3 1 1 0 7 3 2 4 10 2 36

Family 1 3 1 2 3 0 2 4 0 7 5 3 31

Employment 7 4 1 2 0 1 6 3 0 1 0 4 29

Civil 0 6 0 0 2 0 2 0 8 1 2 5 26

Concern of Other 2 1 0 6 2 3 2 0 1 0 1 0 18

WR - Role 0 0 0 10 1 0 2 1 1 1 0 2 18

WR - Demands 0 0 2 3 1 1 1 7 0 0 1 0 16

Wills & Probate 0 0 9 0 0 0 0 2 0 2 1 0 14

Childcare 2 0 0 3 3 0 1 0 1 0 1 2 13

WR - Relationships 0 1 6 2 0 0 0 0 0 2 1 0 12

Bullying/Harassment 0 0 7 0 1 1 0 1 0 0 0 1 11

Concerns Over Own Health 1 1 0 3 4 0 2 0 0 0 0 0 11

Impact of Mental Health of Another 0 2 1 1 0 2 2 0 1 1 1 0 11

Individual Event 0 2 1 0 0 0 5 0 1 0 0 2 11

Housing 0 0 3 0 2 0 0 3 1 1 0 0 10

Other Diagnosed Mental Health Disorder 0 0 0 1 1 0 0 0 0 0 4 2 8

WR - Support 0 0 0 0 0 1 1 0 0 1 5 0 8

Debt 0 0 0 0 0 0 0 3 2 2 0 0 7

Property 0 0 0 0 2 0 4 0 1 0 0 0 7

Pandemic 0 0 0 0 0 0 0 0 0 0 0 6 6

Addiction 2 1 0 0 0 0 0 0 0 1 0 1 5

Consumer 0 0 1 0 0 0 2 0 2 0 0 0 5

Self-esteem 0 0 0 0 0 0 0 0 0 0 0 5 5

Landlord & Tenant 1 0 3 0 0 0 0 0 0 0 0 0 4

Pension 0 0 0 0 0 0 0 0 3 0 1 0 4

Self Harm 4 0 0 0 0 0 0 0 0 0 0 0 4

Benefits 0 0 1 0 0 0 0 0 0 1 0 0 2

Criminal 0 0 0 0 1 0 1 0 0 0 0 0 2

Friends 0 0 0 0 0 0 0 0 0 2 0 0 2

Motoring 0 0 0 0 0 2 0 0 0 0 0 0 2

Personal Injury 0 0 0 0 0 0 2 0 0 0 0 0 2

WR - Change 2 0 0 0 0 0 0 0 0 0 0 0 2

WR - Control 2 0 0 0 0 0 0 0 0 0 0 0 2

Anger 0 0 0 0 0 0 0 0 1 0 0 0 1

Grievance 0 0 0 0 0 0 0 0 0 1 0 0 1

Separation/Divorce 0 0 0 0 0 0 0 0 0 0 0 1 1

Grand Total 63 73 84 69 58 39 85 73 53 69 77 62 805

Helpline Call Categories



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1 1 1 1 1 1 1 1 1 1 1 1

Top 20 Counselling Call Categories



8

11

58

99

109

36

8

11

12

16

18

45

31

42

45

6

11

18

7

11

Pandemic

Debt

Other Diagnosed Mental Health Disorder

WR - Support

Bullying/Harassment

Concerns Over Own Health

Impact of Mental Health of Another

Individual Event

WR - Relationships

WR - Demands

Concern of Other

WR - Role

Family

Service Enquiry

Partner

Bereavement

Work Related Stress

Depression

Low Mood

Anxiety

Self Identity Trauma Financial Physical Health Life Event Relationships Work Service Enquiry Mental Health

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4 5 6 7 8 9 10 11 12 1 2 3


Work Related Stress 6 5 4 1 2 1 2 6 2 6 10 0 45

WR - Role 0 0 0 10 1 0 2 1 1 1 0 2 18

WR - Demands 0 0 2 3 1 1 1 7 0 0 1 0 16

WR - Relationships 0 1 6 2 0 0 0 0 0 2 1 0 12

Bullying/Harassment 0 0 7 0 1 1 0 1 0 0 0 1 11

WR - Support 0 0 0 0 0 1 1 0 0 1 5 0 8

WR - Change 2 0 0 0 0 0 0 0 0 0 0 0 2

WR - Control 2 0 0 0 0 0 0 0 0 0 0 0 2

Grievance 0 0 0 0 0 0 0 0 0 1 0 0 1

Grand Total 10 6 19 16 5 4 6 15 3 11 17 3 115

Work Related Calls



45

1816

1211

8

2 21

0

5

10

15

20

25

30

35

40

45

50

Work Related Stress WR - Role WR - Demands WR - Relationships Bullying/Harassment WR - Support WR - Change WR - Control Grievance

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4 5 6 7 8 9 10 11 12 1 2 3


Divorce & Separation (Legal) 0 7 5 11 4 2 9 4 8 6 2 2 60

Employment 7 4 1 2 0 1 6 3 0 1 0 4 29

Civil 0 6 0 0 2 0 2 0 8 1 2 5 26

Wills & Probate 0 0 9 0 0 0 0 2 0 2 1 0 14

Childcare 2 0 0 3 3 0 1 0 1 0 1 2 13

Housing 0 0 3 0 2 0 0 3 1 1 0 0 10

Property 0 0 0 0 2 0 4 0 1 0 0 0 7

Consumer 0 0 1 0 0 0 2 0 2 0 0 0 5

Landlord & Tenant 1 0 3 0 0 0 0 0 0 0 0 0 4

Benefits 0 0 1 0 0 0 0 0 0 1 0 0 2

Criminal 0 0 0 0 1 0 1 0 0 0 0 0 2

Motoring 0 0 0 0 0 2 0 0 0 0 0 0 2

Personal Injury 0 0 0 0 0 0 2 0 0 0 0 0 2

Grand Total 10 17 23 16 14 5 27 12 21 12 6 13 176

Advice Calls Categories



60

29

26

14

13

10

7

5

4

2

2

2

2

Divorce & Separation…

Employment

Civil

Wills & Probate

Childcare

Housing

Property

Consumer

Landlord & Tenant

Benefits

Criminal

Motoring

Personal Injury

0 10 20 30 40 50 60 70

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1 2 3 4

Structured Data



Categ

ory

Blood D

onatio

n

Clinic

al

Comm

unicat

ions

DTS

Finan

ce

ICT

Man

ufact

uring &

Logis

tics

Not on li

st

ODT

People

Gra

nd Tota

l

Mental Health 140 30 1 14 5 11 7 60 23 4 295

Service Enquiry 17 6 0 0 0 1 0 11 0 1 36

Legal 69 7 2 5 0 37 6 32 14 4 176

Relationships 30 18 2 3 0 2 2 1 11 6 75

Work 38 31 0 1 1 15 3 21 2 3 115

Financial 2 4 0 0 0 0 1 4 0 0 11

Life Event 29 5 0 1 0 0 2 6 0 3 46

Physical Health 20 8 0 0 0 4 0 1 2 0 35

Self Identity 0 0 0 0 0 0 0 5 0 0 5

Trauma 9 0 0 0 0 0 1 0 1 0 11

Grand Total 354 109 5 24 6 70 22 141 53 21 805

Categ

ory

Blood D

onatio

n

Clinic

al

Comm

unicat

ions

DTS

Finan

ce

ICT

Man

ufact

uring &

Logis

tics

Not on li

st

ODT

People

Gra

nd Tota

l

Face to face counselling sessions 229 55 4 18 6 18 9 71 52 6 468

Telephone counselling sessions 25 19 0 1 0 12 6 13 10 6 92

Online counselling sessions 3 1 0 0 0 0 0 6 0 0 10

Employees referred to face to face counselling 38 8 1 2 1 3 0 9 7 2 71

Employees referred to telephone counselling 5 5 0 1 0 2 2 4 2 1 22

Employees referred to online counselling 2 2 0 0 0 0 0 1 0 0 5

Management EAP helpline referrals 8 2 0 0 0 0 0 2 0 0 12

Monitored cases 7 1 0 0 0 2 1 2 0 1 14

Individual Cases 181 49 4 13 3 31 14 57 30 12 394

Individual Users 137 43 2 8 2 18 13 40 23 6 292

Monitored cases relate to callers that are presenting a level of risk. The level of risk may vary in severity identified however further support is offered to these clients. This may include more regular contact and disclosure to the individuals GP or a local mental health service as appropriate.

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Male 22.6% 182 Employee 99.6% 802

Female 76.6% 617 Family Member

0.4% 3

Not Given 0.7% 6 Not Given 0.0% 0


0 0 2 2 2 0 3 1 3 0 0 1 14

0 2 2 1 0 2 0 1 0 0 2 2 12

782

Demographics



Gender Caller Profile

Total

Monitored Cases (YTD)

Management EAP helpline referrals

Age 16-19 20-29 30-39 40-49 50-59 60+

9% 100%

18 88 224 186 192 74

Percentages 2% 11% 29% 24% 25%

22.6%

76.6%

0.7%0%

20%

40%

60%

80%

100%

Male Female Not Given

99.6%

0.4% 0.0%0%

20%

40%

60%

80%

100%

Employee Family Member Not Given

0%

2%

4%

6%

8%

10%

12%

14%

00:00 01:00 02:00 03:00 04:00 05:00 06:00 07:00 08:00 09:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00

Call Profile

Weekday

Weekend

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Start of Therapy End of Therapy

2.3 1.3

1.9 1.1

1.9 1.0

1.9 1.0

1.2 0.6

1.7 0.9

1.4 0.7

Number of Clients who said "YES" To :Before After mild

Anxiety Feeling nervous, anxious or on edge2.3 1.3 # 1

Anxiety Not being able to stop or control worrying1.9 1.1 1 1

Anxiety Worrying too much about different things1.9 1.0 moderate

Anxiety Trouble relaxing 1.9 1.0 0 2

Anxiety Being so restless that it is hard to sit still1.2 0.6 1 2

Anxiety Becoming easily annoyed or irritable1.7 0.9 moderately severe

Anxiety Feeling afraid as if something awful might happen1.4 0.7 0 3

Anxiety Total (Average) 1.5 0.8 1 3

0.7 0.5 severe

46.5% 0 4

1 4

KEY: 0 = Not at all, 1 = Several days, 2 = More than half the days, 3 = Nearly every day

Following structured therapy there has been a 46.5% improvement in the GAD-7 scores

Not being able to stop or control worrying

Worrying too much about different things

Trouble relaxing

Being so restless that it is hard to sit still

Becoming easily annoyed or irritable

Feeling afraid as if something awful might happen

GAD-7



Over the last 2 weeks, how often have you been bothered by the following problems?

Feeling nervous, anxious or on edge

2.3

1.9

1.9

1.9

1.2

1.7

1.4

1.5

1.3

1.1

1.0

1.0

0.6

0.9

0.7

0.8

Mild Moderate Severe

Feeling nervous, anxious or on edge

Not being able to stop or control worrying

Worrying too much about different things

Trouble relaxing

Being so restless that it is hard to sit still

Becoming easily annoyed or irritable

Feeling afraid as if something awful might happen

Total (Average)

Before After

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Start of Therapy End of Therapy

1.6 0.9

1.8 0.8

2.1 1.1

2.1 1.2

1.5 0.8

1.8 1.1

1.4 0.7

0.8 0.4

0.3 0.2

Number of Clients who said "YES" To :Before After mild

Little interest or pleasure in doing things 1.6 0.9 0 1

Feeling down, depressed or hopeless 1.8 0.8 1 1

Trouble sleeping or sleeping too often 2.1 1.1 moderate

Feeling tired or lethargic 2.1 1.2 0 2

Poor appetite or overeating 1.5 0.8 1 2

Feeling bad about yourself 1.8 1.1 moderately severe

Struggling to concentrate 1.4 0.7 0 3

Moving or speaking slower or fidgeting 0.8 0.4 1 3

Thoughts of hurting yourself 0.3 0.2 severe

Total (Average) 1.5 0.8 0 4

0.7 1 4

0.5 46.1%

Little interest or pleasure in doing things

PHQ-9



Over the last 2 weeks, how often have you been bothered by the following problems?

Feeling down, depressed, or hopeless

Trouble sleeping or sleeping too much

Feeling tired or having little energy

Poor appetite or overeating

Feeling bad about yourself

Trouble concentrating on things

Moving or speaking slowly

Thoughts of hurting yourself

KEY: 0 = Not at all, 1 = Several days, 2 = More than half the days, 3 = Nearly every day

Following structured therapy there has been a 46.1% improvement in the PHQ-9 scores

1.6

1.8

2.1

2.1

1.5

1.8

1.4

0.8

0.3

1.5

0.9

0.8

1.1

1.2

0.8

1.1

0.7

0.4

0.2

0.8

Mild Moderate Severe

Little interest or pleasure in doing things

Feeling down, depressed or hopeless

Trouble sleeping or sleeping too often

Feeling tired or lethargic

Poor appetite or overeating

Feeling bad about yourself

Struggling to concentrate

Moving or speaking slower or fidgeting

Thoughts of hurting yourself

Total (Average)

Before After

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Start End

Out of work 22 13

In work 44 53

66

Start End

Out of work 33% 20%

In work 67% 80% 40.9%

My problems affected concentration at work I am o en eager to get to work So far my life seems to be going well I dread going into work

Before After Before After Before After Before After

3.8 2.7 2.4 2.9 2.6 3.3 3.0 2.2

3.4 2.6 2.8 3.1 2.6 3.3 2.7 2.2

Workplace Outcomes



In Work Out of Work

40.9% of those out of work at start of therapy are back in work at the end

Presenteeism Work Engagement Life Satisfaction Workplace Distress

1 Strongly Disagree, 2 Somewhat Disagree, 3 Neutral, 4 Somewhat Agree, 5 Strongly Agree

Before After

Health Assured Portfolio - Benchmarking

3.8

2.7

3.4

2.6

2.42.9

2.83.1

2.63.3

2.6

3.3

3.02.2

2.7

2.2

33%

67%

Start of Therapy

20%

80%

End of Therapy

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Date Days Taken

24/10/2019 1.1

12/03/2020 3.9No Contact

Customer Feedback



Theme

Availability

On average complaints have been investigated and resolved within 2.5 working daysThe volume of complaints logged equates to 0.25% of all user engagement

0 0 0 0 0 0

1

0 0 0 0

1

0

1

2

43556 43586 43617 43647 43678 43709 43739 43770 43800 43831 43862 43891

Volume by Month

0.0 0.0 0.0 0.0 0.0 0.0

1.1

0.0 0.0 0.0 0.0

3.9

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

43556 43586 43617 43647 43678 43709 43739 43770 43800 43831 43862 43891

Average Complaint Resolution Time (days)

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Red Amber Green

<98% 98-100% 100% 100% 100% 100% 100%

<100% <100% 100% 100% 100% 100% 100%

<97% 97-98% 98% 99.6% 99.8% 99.9% 99.8%

<97% 98-100% 99% 100% 100% 100% 100%

<98% 98-100% 99% 100% 100% 100% 100%

<97% 97-98% 98% 100% 100% 100% 100%

<97% 98-99% 99% 100% 100% 100% 100%

<100% <100% 100% 100% 100% 100% 100%

<100% <100% 100% 100% 100% 100% 100%

<98% 98-100% 100% 100% 100% 100% 100%

<97% 98-99% >99% 100% 100% 100% 100%

<98% 98-100% 100% 100% 100% 100% 100%

<97% 98-99% 99% 100% 100% 100% 100%

<100% <100% 100% 100% 100% 100% 100%

<100% <100% 100% 100% 100% 100% 100%

<97% 97-99% 99% N/A N/A 100% 100%

<97% 97-99% 99% N/A N/A 100% 100%

<90% 90-95% 95% 100% 100% 100% 100%

<97% 97-99% 99% 100% 100% 100% 100%

<97% 97-99% 99% 100% 100% 100% 100%

<97% 97-99% 99% 100% 100% 100% 100%

<100% <100% 100% 100% 100% 100% 100%

<100% <100% 100% N/A N/A N/A N/A

All non-counselling queries answered within 24 hours

KPI



Service Measure

Jan 2020 Feb 2020 Mar 2020 Achieved

Telephone support services available 24/7/365

Red flag cases matched immediately for telephone support

All calls answered within 5 rings

Call abandonment less than 2%

Call backs to take place within 2 hours

All customer satisfaction surveys to meet agreed target measures

Portal available 24/7/365 and downtime notification provided 72 hours in advance

Counselling services available 24/7/365

Face to face counselling for red flag cases within 24 hours if need determined

All counselling appointments to be arranged within 48 hours of first contact

Initial counselling session to take place within 5 days of first contact

Fast track referral appointments booked within 2 days of referral

Face to face counselling offered within 1 hour via public transport

Critical incident telephone support available within 2 hours of notification, including for those abroad

On-site CISM available within 48 hours

All complaints acknowledged within 1 working day

All complaint updates provided at 2 day intervals

All invoices correct first time with supporting data provided

Account management support available Monday to Friday - 8am until 6pm

Account management queries answered within 1 working day

Management Info delivered at agreed periods

Ad hoc/urgent MI to be provided within agreed timescales upon request

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Date Type Location

19/06/2019 Workshop Leeds

26/06/2019 Workshop Sheffield

19/11/2019 CISM Liverpool

20/12/2019 CISM Leeds

21/01/2020 Workshop Sheffield

28/01/2020 Workshop Leeds

06/03/2020 CISM Liverpool

Overview

Onsite Critical Incident Stress Management



Half Day

Full Day

Full Day

Half Day

Full Day

Half Day

Half Day

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Out of workIn work

Out of workIn work

Average working days lost

19.0

Net Promoter Scoreand Average Working Days Lost



4.9%

82.9%

12.2%

Detractors Promoters Passive

78.0

Net Promoter Score

0.260869565

0.173913043

0.130434783

0

0.304347826

0

0.130434783

0%

5%

10%

15%

20%

25%

30%

35%

1 to 5 6 to 10 11 to 15 16 to 20 21 to 30 31 to 40 Over 40

Average Working Days Lost

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