Telushealth Opiniones 

My employer’s "Employee Assistance Program" is provided by Telus Health. In the fall of 2025, I requested an appointment for couples counseling. Four weeks passed before I received a response, and the appointment I was offered was another five weeks away. I gave up, frustrated that a request for help would take over two months to result in an appointment.

In June 2026, I tried again. I received a confirmation email for an appointment three weeks later. Thirty minutes before the scheduled video call—having still not received a link—I called Telus Health. I was told there had been an error when booking the appointment and that, in fact, I didn't have one.

I had a really bad experience with them, which was made worse by their customer care representative Mihaela Popescu, who was rude and dismissive. I definitely won't be using them again and would recommend she sorts her attitude out, unless she wants to drive away more customers.

Not recommended as an EAP
As an employer offering the service to our employees I have never had so many complaints. Systems not functioning resulting in employees who need urgent help going unheard. What is the point of an EAP if its not available in times of need?
I am now looking to switch our service.

I've used this service for quite a few years now. Most of the counsellors I got were all very nice, but also unhelpful. Many of them have little knowledge or qualifications. Others are experienced counsellors but their expertise isn't in the field you need them for, and you wonder why you're connected with them. Most of them listen to you for sure, let you vent, but too many show no interest or attention and respond with ready-made sentences, like, I'm so sorry to hear, oh that's terrible, aha uhm, but there is no true empathetic listening or anything genuine when they say that they feel for you. You can feel when a person feels for you.

Many of the items of 'advice' or 'tools' they give you is just common sense, something that your friends/family would tell you or you already know. E.g. don't take things personally, breath in an out, contact HR, talk to the person who did this to you, journal, talk to your friends and family, do a list of pros and cons, use a budget sheet, discuss this with your spouse. Other times the information they provide you with is easily available by looking up Google.

Not sure if they get paid much, but quite a few of the counsellors I've spoken to when I was really distressed were not in a professional setting but cooking at home, driving, walking from one place to another. That's the antithesis of what a professional counsellor or health professional should be doing. If a counsellor is doing their chores while talking to a client, their focus is not the client, is the money they get for picking up the call.

The last counsellor I got said that she'd provide me with some helpful stuff at the end of the call, then she muted herself, she was cooking, was irresponsive for a minute, so she was perhaps at the toilet or talking to someone else, then came up and said the usual, so sorry, it sounds terrible, have you had the same problem at work before? Like no. Then she said that she cannot help me because she doesn't know me, (yes, she said that) and asked if I wanted to book another session. I said no because I work FT and it has to be weekends or evenings, and she lost her interest. You don't need to know anyone to help them, especially if you are a professional counsellor. A counsellor is a low-level professional, and I wasn't consulting on mental health or anything that you need to be careful, like someone who has depression or mental illness, but about work-related stuff for goodness' sake. You need to have, I don't know, some sort of professionalism and empathy. She is not the only one. Too often they want to use all your sessions to milk you and continue doing nothing and uttering platitudes with no real empathy or interest in you. Empathetic listening is at the core of counselling, so why they cannot do the bare minimum? They aren't volunteers, are paid for the service. The last counsellor lists hersef on Linkedin. Others have private practices and PAs. Yet, they seem to be cut out by the same tailor. Why are these people hired or working for Telus? They have no empathy, tools to help about work matters or even professionalism.

I have several work colleagues who have mentioned to me the same negative experience with Telus Health. They all say the same thing, that it was a waste of their time, that they don't help you, So this is not only my own experience.

There is no option at the end of the call for us to rate the counsellor's service. In most cases, at least for me, they call you, so it's understandable that they don't ask you for feedback. There is no quality control I think :) Even when I've been transferred to the counsellor directly from the phone operator, there hasn't been a request for feedback. That's good for them because... look at the reviews on Trustpilot!

Be careful, they record the calls if they are in their office and have to ask for permission to do that. You can say no, of course. If they don't mention anything upfront you can easily ask them before the conversation starts. Also, it is unclear how or who handles your personal data. Don't provide information that is not strictly necessary, like your name and phone. Otherwise fish for it through the counsellor.

For people without an inner circle, Telus might provide some relief as, worst case scenario, they listen to you and are nice overall, and it costs you nothing. In the best possible scenario, they will be helpful and offer several sessions that might help you to deal with specific issues. Yet, contact them without any expectations or you'll be disappointed.

I want to finish with something positive. I've had 3 occasions where the counsellors were really helpful and truly genuine. They helped me make my mind, take a decision or just appease my upset. Also, the girls who pick up your initial call and book you in and do your profiling are always sweethearts.

1. Terrible booking service located overseas in Philippines. Have to request call not to be recorded.
2. Psychologist was clueless and unable to provide professional advice.
3. Requested another psychologist and was allocated a social worker.
Complete waste of time of a dysfunctional and uncaring organisation designed to help people but desperately fails. Very stressful experience. Don’t waste your time and effort.

After contacting Telus I feel confident that I will never reach out to them for help again.
Set up, online chat and telephone answering time is fine. Telphonists were polite to me.
When speaking to a person it is not clear what their role is.
I spoke in detail about the support I needed and was offered the chance to speak with a counsellor. It was not clear whether this would be for counselling or assessment. When I did speak with a counsellor they had been given a one-word summary of my concerns and had not been provided with the detail I had given over the phone.
I have given my availability as 10-1 and been offered counselling at 8:30am,2pm and 5pm. I have been told the counsellor will confirm within 24 hours and have chased this up when this did not happen.
When a service is not able to show it can hear me express a time slot how can I trust to be heard about anything else?
I raised a concern and had a lengthy conversation with a person from Telus who was apologetic and sincere. However I do not have faith that this company can provide a safe space for my emotional wellbeing.