WeCare

Frequently Asked Questions

• How can employees access the structured mental health support through WeCare?

  Employees will need to complete a digital triage, which includes an intake assessment with psychometric questions. This helps ensure their safety and ensure they’re directed to the most appropriate service for their needs. 

• What are the steps to complete the digital triage?

  • Employees will be asked to complete a series of triage questions in the Mental Health Service within the WeCare app 

  • The request will be triaged by a qualified Mental Health Clinician 

  • If the therapy service is suitable for their needs, they will receive a link via SMS or Email to book a Mental Health consultation 

  • The clinicians will recommend the appropriate course of treatment and number of sessions at the end of the initial consultation 

• Who provides the clinical support?

  The Mental Health service offers a diverse clinical delivery model, bringing the right professionals to each patient therapy for mild to moderate conditions. Delivery is by a multiskilled team of registered Mental Health professionals, supervised by Teladoc Health teams: 

  • Psychologists registered with the Health & Care Professions Council (HCPC) 

  • Psychotherapists and Counsellors Registered with the British Association of Counselling & Psychotherapy (BACP) or British Association for Behavioural & Cognitive Psychotherapies (BAPCP) 

   The professionals deliver therapeutic interventions across a wide range including the following: CBT, CAT, Client Partnership, Empowerment, Brief Therapy, Acceptance & Commitment Therapy, Narrative Therapy, Trauma Focussed Therapy. 

• How many structured sessions is an employee entitled to?

  Everyone’s needs are different so the number of sessions offered to an employee will be based on clinical assessment. However, there is a maximum of 10 sessions available per issue per policy year.

• What are ‘mild to moderate’ conditions?

  A mild mental health condition is when a person has a small number of symptoms that have a limited effect on their daily life.  

  A moderate mental health condition is when a person has more symptoms that can make their daily life more difficult than usual. 

  Common health conditions that are supported include, but are not limited, to: 

  • Anxiety, including social anxiety and phobias 

  • Depression, low mood and difficulties with mood regulation 

  • Obsessive/Compulsive behaviours 

  • Stress 

  • Anger issues 

  • Management of pain and fatigue 

  • Sleep difficulties 

  • Grief and loss-related difficulties 

  • Relationship issues, including family adjustment challenges and parenting issues 

  • Low self-esteem and confidence issues 

  • Resilience development 

  • Body image challenges 

  • Sexuality issues 

• Are there any exclusions or instances when the structured support is not suitable for someone?

  Yes, if an employee’s needs are more complex, or they have a long-term condition, the clinical team will signpost them to more suitable services. 

  It’s often clinically appropriate for severe or complex issues to be supported in person, by specialist services which can offer longer-term psychological care and treatment.  

• What types of conditions can’t be supported by the service?

  Certain circumstances or conditions may not be suitable for this service, particularly when long-term or specialist support is needed, or where there are safeguarding concerns. 

   Examples of conditions the service isn’t able to support, but are not limited to, are patients at high risk to themselves/others, persistent suicidal thoughts or self-harming, drug and alcohol challenges, assessment for ADHD or ASD. 

• What happens if an employee completes an assessment but isn’t suitable for support?

  If an employee completes the assessment and their case is redirected, they can reapply for structured support after 14 days.

  If a case is redirected, the employee is automatically sent suggestions for alternative resources via an onscreen notification and email which is sent to their registered email mailbox (the account they used when creating their profile). They can also reapply for structured support after 14 days.  

   If a bereavement case is redirected, employees are sent a follow up email 24 hours later as well as alternative resources.