Accepted for/Published in: JMIR Human Factors
Date Submitted: Oct 31, 2024
Date Accepted: Jan 28, 2025
Exploring the Impact of Digital Peer Support Services on Meeting Unmet Needs Within an Employee Assistance Program: A Retrospective Cohort Study.
ABSTRACT
Background:
The World Health Organization’s estimate that 1 in 4 people globally will experience mental or neurological disorders in their lifetime, [1] stresses the need for a ready treatment ecosystem.
Objective:
This study evaluated the impact of integrating digital peer support (DPS) within an employee assistance program (EAP).
Methods:
Utilization rates, including changes in therapy session utilization within a 5-session EAP model, sentiment changes during chats, and social return on investment (SROI) were all evaluated.
Results:
Overall utilization data revealed that 432 out of 587 (73.59%) peer support chats occurred after business hours, with significant (p >.001) sentiment reductions in sadness (57.50%), loneliness (55.04%), and stress (56.47%) amongst participants, showcasing the crucial after-hours availability of DPS. Incorporating digital 24-7 peer support led to a reduction in therapy sessions within a small matched cohort sample, averaging a decrease of 2.07 sessions per participant (p < .001), with a large effect size (Cohen’s d = 1.77). SROI analysis revealed social, environmental, and economic value ranging from $1.66(loneliness) to $2.50 (stress) to $2.58 (sadness) to every dollar of investment.
Conclusions:
The integration of DPS into an emotional health ecosystem offers substantial benefits, including increased availability, significant sentiment changes, and invaluable social return on investment. Clinical Trial: N/A
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