Breaking Down Barriers to Mental Health Support with Digital Solutions

As a trusted leader, you know that helping employees who have been diagnosed or are experiencing mental health symptoms access the care they need is critical in preventing psychological harm and creating a psychologically safe workplace. 

However, accessing support is becoming increasingly difficult.

In 2025, Leger Healthcare surveyed 1,500 Canadians to explore self-reported mental health symptoms and formal diagnoses, use and interest in mental health supports and barriers to accessing care.

Nearly two-thirds of respondents (63%) said they had experienced at least one mental health symptom, 36% had been formally diagnosed, and over 20% said their mental health had worsened over the past year.

More than 60% of those who had experienced symptoms and 75% who had been formally diagnosed expressed interest in accessing mental health support, listing their top five sources as:

1. In-person therapy/counselling (37%)

2. Prescription medication (20%)

3. Virtual/telehealth therapy/counselling (19%)

4. In-person support groups (16%)

5. Mental health apps, medical cannabis, and online support groups or forums (all tied for fifth spot at 13%)

However, despite their interest and attempts, nearly 75% said they encountered barriers to getting the help they needed, the top three being:

1. The costs were too high (30%)

2. A long wait time for services/supports (20%)

3. Difficulty finding a service/provider I trust, and I prefer to manage symptoms on my own (both 19%)

These findings are consistent with the Generation at Risk report published by Mental Health Research Canada where cost (52%), long wait times (45%), difficulty finding the right support (41%) and culturally relevant support (25% of racialized youth) were identified as the top barriers.

If you are providing support through benefits and EAP programs, you are helping to bridge the gap, but based on the research, you might need to ask some critical questions:

• Can employees access the services you’re offering?

• How long do they have to wait?

• Is the coverage you’re providing sufficient?

• Are employees comfortable using the services you offer?

• Are services culturally relevant?

Digital mental health solutions can augment what you’re currently providing

If your employees can’t access the care they need, this can lead to 

• longer absences

• presenteeism

• reduced productivity

• more disability claims

• higher turnover

• employees feeling unsupported and struggling before they seek help

Earlier this summer, the Mental Health Commission of Canada in partnership with Mental Health Research Canada and Pollara Strategic insights, released data that showed Canadians are finding new ways to access the support they need.

Approximately six million people in Canada used AI-enabled tools for mental health support in the past year and 45% of people who accessed mental health care did so virtually. 

Most AI users liked that support was free or low-cost and available when and wherever they needed it. Nearly half said that using AI made them more likely to seek professional mental health support.

It’s encouraging that people are finding new and affordable ways to access the care they need; however, MHRC cautions, “Digitally-supported mental health tools may help address some barriers to care, including cost, availability, privacy and access outside traditional service hours. They may also help some people take a first step toward support.

But technology should support human-centred care, not replace it.

As AI-enabled tools and virtual services become more common, ongoing research is needed to understand where they help, where risks remain and what safeguards are required. The findings reinforce the importance of tools that are safe, effective and evidence-based, while ensuring that people, relationships and professional care remain at the centre of the mental health care experience.”

To help promote the safe use of AI, MHRC has developed AI tip sheets and an activation package for supervisors and managers to be used as a starting point for conversations. The activation package includes:

• A sample internal email from a manager

• A short Teams/Slack message

• An intranet or newsletter blurb

• Supervisor talking points for team meetings

• A one-slide summary for huddles or lunch and learns

• Optional team discussions/questions and answers

Improving safety, security and reliability of digital options

As the number and type of tools continue to grow, it is important that they adhere to specific standards so mental health professionals and consumers feel confident in their efficacy and safety.

In 2024, the Mental Health Commission of Canada released the E-Mental Health (E-MH) Strategy for Canada. It highlights that while it is positive that there are all these new solutions available to meet growing demand, there are concerns around their adoption, including privacy and security that need to be addressed. The strategy outlines six priority areas for addressing these concerns:

1. Improve perception, awareness and engagement in E-MH

2. Develop resources for evaluating the effectiveness of E-MH solutions and programs

3. Address the quality of E-MH solutions and services, including privacy and data protection concerns

4. Reduce barriers and address system challenges to E-MH solution adoption

5. Embed inclusion, diversity, equity and accessibility (IDEA) in all E-MH development, tools and delivery

6. Support the mental health workforce to integrate E-MH into their practices

For employers the focus on standardizing digital solutions is an important step forward as you start to integrate them into your mental health strategy. In the meantime, you can take some steps to protect employees and ensure they have the support they need.

• Assess what you're currently providing

  Review your EAP, benefits and virtual-care offerings. Understand eligibility, wait times, coverage limits, referral processes and the types of mental health professionals employees can access.

• Help employees understand their options

  Don't assume employees know what's available to them. Make information about EAPs, benefits, virtual care and other supports easy to find and understand.

• Encourage informed use of digital tools

  Employees should understand that AI chatbots, apps and online communities vary significantly in quality, privacy protections and evidence base.

• Talk about privacy and personal information

  Employees should be encouraged to understand what information a digital tool collects, how it is stored and whether it may be shared or used for other purposes before entering sensitive personal information.

Digital tools can provide an important first step toward mental health support, particularly for employees facing barriers to traditional care. However, we are still in the early stages of this evolving landscape, and not all tools are created equally. As a leader, you can help employees navigate these options, provide guidance on safe and informed use, and ensure they understand when and how to transition from self-guided or digital support to qualified professional care.

Get to know the authors – Fresh Communications