The Digital Age: How people are accessing EFAP servicesTechnology has had a huge impact on the way people access support for their health and well-being, and Canadians expect to be able to turn to their digital devices and interact online in all aspects of their daily lives. We recognize this demand and are committed to offering our clients the most innovative and easy-to-access service when and how they choose.

In our most recent research report – The Digital Age: How people are accessing EFAP services – our clinical research team examined the impact digital channels play in providing support. They found that digital access is attracting a larger percentage of younger users who may never have considered accessing support before, even through traditional means.

Our findings indicate that:

  • Young users (18 to 39 year olds) are increasingly accessing their EFAP for support.
  • Younger people (18 to 29 year olds) trend toward digital service delivery channels.
  • Older people (50+ years old) trend towards traditional channels of access.
  • There is a crossover for those in the 30-39 and 40-49 age groups who prefer to use both traditional and digital channels of access.
  • Overall, females in all age brackets continue to access digital channels in larger numbers than males.
  • Of the males accessing digital channels, those between 40-49 years old are the biggest users, followed by those in the 50+ category.

What does the research tell us?

Millennials are showing a distinct preference for digital access to their EFAP and this trend will increase. It is critical, therefore, to provide program members with the care and support they need, when they need it, and through a method they are most comfortable. In addition, there is some indication that providing men with quick online access may be the way to reach them in the future to encourage them to access EFAPs.

Online counselling supports anonymity and confidentiality and its immediacy means no need for travel time or scheduling appointments. It supports those in remote areas and those who have limited means of transportation or mobility, and those with verbal communication challenges or social phobias.

Click here to read the full report.


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