New ways to access care: How employers can lead the way in healthcare innovation 

Strained systems, rising costs, long wait times, and staff shortages are preventing patients from receiving the care they need. 

For employers, this issue extends beyond public health issue; it has become a growing business concern. Delayed care can adversely impact productivity, lead to increased absenteeism, and affect the overall health and well-being of the workforce.

Amid these challenges, there lies opportunity. Employees continue to place a high level of trust in their employers when it comes to healthcare support, positioning organisations to play a vital role in expanding access to care. By adopting innovative models such as on-site clinics, virtual care solutions, and AI-powered tools, employers can not only enhance support for their employees but also ease the burden on overstretched healthcare systems. 

Healthcare systems around the world are under intense pressure. The causes are complex yet familiar: ageing populations, rising demand, staff shortages, underfunding, and outdated infrastructure. The consequences can be significant: longer wait times, reduced access to specialists, medical errors, and declining patient satisfaction.  

 

The latest Mercer Marsh Benefits (MMB) Health on Demand global research highlights the impact of this situation on employees. More than a quarter (27%) report delaying seeking healthcare in the past two years due to anticipated long wait times for appointments, while nearly one-in-five (18%) have postponed seeking care due to challenges in navigating the healthcare system or finding appropriate services.  

 

These delays can have serious consequences — not only for individuals, who face the risk of worse health outcomes and higher long-term costs, but also for employers. MMB’s 2024 People Risk research found that almost half of employers (47%) are concerned about productivity losses due to employees spending more time sourcing, navigating, and travelling for healthcare, with a similar percentage (46%) worried about rising absenteeism. 

Employees are increasingly looking to their employers for help in accessing the support services they need. Almost half (44%) of employees trust their employer to provide timely access to affordable, high-quality healthcare — outpacing trust in government systems (37%) or other private programmes (35%). Encouragingly, employers are starting to embrace their role in healthcare access, with Mercer’s Global Talent Trends report finding that more than a third (36%) of HR managers view facilitating access to healthcare as a key priority for 2025. 

 

Employers can actively shape new, more accessible models of care that make services more convenient for their staff. This approach is relevant globally, even in markets where employer involvement in employee health has historically been limited. Supporting employees does not mean replacing traditional healthcare systems; rather, it involves creating new pathways to care that complement and enhance existing services.   

Employers can optimise the site of care to facilitate easier access for employees to the services they need, when and where they need them. Practical strategies include:

• On-site care: Implementing mobile health units, such as mammogram trucks, to provide preventive screenings directly at the workplace.

• In-office mental health support: Partnering with local therapists to offer on-site counselling can help reduce stigma and increase accessibility to mental health resources.

• Care coordination: Helping employees with travel arrangements or appointment bookings for specialised care can help prevent delays and improve health outcomes.

Virtual care is a powerful tool for expanding access to healthcare services. These platforms allow employees to consult with healthcare professionals, manage chronic conditions, and access mental health services from the comfort of their homes. This is particularly beneficial  for remote workers, caregivers, and individuals in rural areas. However, thoughtful deployment — employee communications, plan design, budgeting, and more — is necessary to ensure appropriate utilisation of these services and effective patient triage after virtual consultations.  

 

MMB’s Health on Demand research  shows that virtual care is rapidly becoming a highly-valued part of the healthcare experience. Around two in five (39%) employees say that they would contact a telemedicine service first for a range of issues, from minor medical concerns to serious health conditions.

Artificial intelligence (AI) is emerging as a transformative force in healthcare, with the potential to enhance triage, offer first-line diagnoses, and deliver personalised care pathways. Currently, one in five (21%) employees say they appreciate AI tools that assist them in finding care for simple medical issues.

 

As these technologies continue to evolve and improve, AI could help reduce wait times, improve diagnostic accuracy, and streamline the employee benefits experience. However, responsible implementation is critical. Employers must ensure that AI enhances — not replaces — human care and that it is introduced ethically, with a strong focus on patient protection, transparency and data security.

While the introduction of on-site services, expansion of virtual care, and leveraging AI may be long-term goals for many organisations, there are practical steps that every employer can take today to start their journey:

 

• Adopt a risk-based approach. Use data to inform your strategy by establishing a baseline to identify causes of sickness and short- and long-term absences.

• Engage with employees. Listen to different employee segments to understand their reasons for delaying care and identify opportunities to eliminate barriers within the organisation’s control. 

• Evaluate wait times. Assess how wait times impact the workforce and the business, and explore potential solutions, including the role of private alternatives when public systems face challenges. 

• Provide navigational resources. Offer timely, culturally-relevant, and locally-appropriate resources to help individuals navigate the healthcare system effectively.

• Facilitate flexible scheduling. Allows employees to schedule medical appointments without penalty or stress.

• Promote health literacy. Regularly educate and empower employees to make informed healthcare decisions.

As healthcare challenges continue to escalate, employers have a unique opportunity to take the lead. By transforming access to care and adopting more flexible, responsive, and innovative models, organisations can build a more resilient workforce and promote greater accessibility to health. This approach not only benefits employees but also contributes to a healthier, more productive workforce.