What you need to know about the forces reshaping our industry.


Case Study

How Centura Repositioned Its EAP to Boost Everyday Workforce Well-Being

15 Minute Read


The challenge

Employee assistance programs (EAPs) are among the most common well-being resources offered by health care providers and are a core component of most employee benefit plans. Yet, health care workers are often reluctant to use the EAP for a variety of reasons, including the stigma associated with EAP usage, confidentiality concerns, the view of an EAP as a resource of last resort, and a lack of awareness of EAP service offerings.

The organization

Centura Health is a 17-hospital system with over 27,000 employees. Centura’s EAP is an internal program called Profile EAP. This program is an employersponsored, full-service EAP headquartered in Colorado Springs, Colorado, and serves the entire Centura Health system throughout Colorado and Western Kansas. It not only serves Centura Health, but also provides EAP service to 78 other companies throughout Colorado.

The approach

Centura’s EAP worked with key stakeholders at Centura Health to change the culture around EAP usage, transforming it from a resource of last-resort to a go-to tool for well-being. They focused on getting leaders at Centura to shift the ways which they traditionally viewed and interacted with the EAP to support staff well-being. The EAP team also significantly boosted the program’s visibility among Centura Health’s staff.

The result

Centura’s EAP significantly altered the way Centura Health employees interact with the program. Staff now use the EAP for a variety of purposes aside from crisis counseling, with utilization rates increasing steadily from 2015 to 2021. Eighty-three percent of EAP users are shown to be self-referred, with most learning about the EAP from fellow co-workers.



How Centura Health changed the culture of EAPuse among its workforce 

The transformation of Centura Health’s EAP into a readily accessible, impactful well-being resource was a multiyear process. It involved a variety of strategies, including re-educating managers about EAP usage and boosting visibility of EAP representatives, which gradually shifted the overall culture around the EAP.


The four elements

Centura Health attributes the cultural transformation and increased impact of their EAP to four key elements:

  • Element

    Frame the EAP as a partner in workforce well-being

    Read More Collapse
  • Element

    Publicize the EAP as an everyday resource for all staff

    Read More Collapse
  • Element

    Promote positive interaction to destigmatize use of the EAP

    Read More Collapse
  • Element

    Evaluate EAP use through a holistic lens

    Read More Collapse


There is strong data to show that Centura’s EAP has successfully transformed the culture of using the EAP. A sampling of these points is below.

  • Increase in EAP utilization as share of workforce: Between 2015 and 2016, roughly 1.4% of Centura employees accessed the EAP in any capacity. Between 2017and 2018, this figure had increased to 8.63% for employees and 11.81% for employees, families, and organizational services. In 2020, utilization increased to 10.26% for employees and 21.5% for employees, families, and organizational services. Much of the increase, even before and during Covid-19, is attributable to EAP utilization for purposes other than behavioral risk management.
  • Connectivity score: This measurement of how Centura Health staff were connected to the EAP increased dramatically between 2015 and 2020.
  • Self-referrals: Eighty-three percent of EAP referrals were in the form of selfreferrals, suggesting a high willingness on the part of Centura Health staff to access the EAP voluntarily.
  • Impact of EAP on negative symptoms: Over 74% of those accessing the EAP for behavioral risk counseling felt that their counseling experience was a success. Data further showed that 56% of participants to the EAP felt that the EAP improved their work quality and overall desire to come to work, 57% of participants felt their depression symptoms decreased, and 43% of participants felt a drop in their anxiety symptoms.

Have a Question?


Ask our experts a question on any topic in health care by visiting our member portal, AskAdvisory.