How long has your company been in existence?
Since 1987
In which countries does Lyra operate?
The Lyra Schweiz Group is responsible for clients in Switzerland, Germany, Austria, Italy, France, Luxembourg, and the Principality of Liechtenstein.
At the same time, Lyra is the leading global provider of Employee Assistance Programmes (EAP). By combining international reach with local expertise, we support organisations worldwide while providing care that takes into account the linguistic, cultural, and legal specificities of each country.
How many employees do you have and how many of these work on a freelance basis and how many are permanently employed?
More than 80 permanent employees
Additionally an increasing number of cooperation contracts with:
(March 2026)
How many companies use your services and how many employees do they have?
Approx. 950 companies with more than 800,000 employees (March 2026)
At which locations are your counselors active?
Germany:
Switzerland:
France:
Luxembourg:
Italy:
Austria:
Do you have a quality management system in place? If yes, do you have a specific certificate for this?
Yes.
Our IT infrastructure has alsobeen certified according to:
Can you provide references?
Yes. We are happy to provide you with contact information for our references after meeting with you in person.
How and where do you save personal data of our employees?
We use a customized database solution that fulfills all safety-relevant specifications. Cases are recorded anonymously; i.e. we do not save any personal data.
Any telephone numbers or e-mail addresses that may be required for scheduling personal counseling sessions with a psychotherapist are deleted upon conclusion of the case.
How do you ensure compliance with the Federal Data Protection Act? Have you implemented a respective process?
We are continually under internal and external audit due to our worldwide recognized data protection certification GoodPriv@cy according to GDPR standard. Legal compliance is ensured on account of this certification.
Our data protection manager ensures strict compliance with applicable laws, consistently stays up to date with respect to legislative changes and performs adjustments if necessary.
Utilization rates and pricing models among EAP providers are often difficult to compare. This section explains how Lyra approaches both.
Why are utilization rates among EAP providers often difficult to compare – and what does that mean for pricing?
Many providers promote high “utilization rates” or engagement figures. However, these are not always directly comparable, as they are calculated differently.
In some cases, sessions are counted individually, split by topic, or additional services such as in-person consultations, reporting, or communication activities are recorded separately. This can make utilization rates appear higher, without actually reflecting that more employees are being supported.
At Lyra, we take a transparent and fair approach:
Example calculation:
Client with 1,000 employees and 67 cases per year
67 cases / 1,000 = utilization rate of 6.7%
We would be happy to explain transparently how utilization and costs are calculated for your organization in practice.
Can you describe two or three typical employee counseling cases from your everyday work life?
The most common occupational topics are:
The most frequent private problems include:
Do you have a supply management system? If yes, how exactly does it work? Is a process in place?
Yes. We and/or our psychotherapists provide continuous support for our clients.
Yes, as an ISO9001-certified provider, a respective process is in place for each work process.
How do you proceed if the counseling session has ended but your client still requires further care?
Our counseling services continue as long as clients require support.
How do you ensure that your telephone hotline is always staffed?
We have a work plan in place and practice calculated overstaffing. Stand-ins are also available on-call.
Two redundant separate telephone systems additionally secure technical availability.
Which cases are the most difficult for you?
Counseling can be difficult if clients do not contact us of their own volition or if clients do not realize their problem.
Although we are fully capable of dealing with suicidal cases due to our many years of experience, tested processes and close cooperation, cases such as these are very challenging for our counselors.
What is the maximum duration of a consultation?
Durations can vary. A consultation can take 30 minutes, but we may also accompany clients who are in difficult living situations over several months.
Do you have a systematic complaints management process? If yes, can you describe it?
Yes. Our data privacy officer and quality manager as well as management are informed about every complaint and then manage the respective process. A share of less than 0.1% of complaints per case is the target agreement for employees.
How do you deal with acute emergencies such as a suicidal person calling in the middle of the night?
Our support center is staffed with experienced psychologists 24/7 on 365 days a year. Proven life-saving processes are in place in case of endangerment.
What can we expect from you if such a case or another event occurs at our location?
Upon request, we will send psychologists and/or psychotherapists to your location. Our specialists have many years of experience and further training in emergency psychology, trauma intervention, violence prevention, etc.
What do you do if you learn that a crime has been committed in a company?
Data protection envisages the following exceptions to the professional secrecy:
By law, we are not allowed to inform our customer companies in case of theft, fraud, embezzlement, etc. However, our counselors will discuss such matters with our clients and emphasize the importance of reporting this information to the company as we support our clients in taking the next steps.
How do you document your work?
Every customer receives an anonymous half-year and/or annual report. The number of cases, utilized services and reported topics (divided into work-related and private) are listed. The report contains in-depth analyses, benchmark comparisons and suggestions for measures if necessary.
The reports are anonymized so that callers cannot be identified. Reports are only created for companies with more than 100 employees in order to protect the caller’s identity.
What are the minimum requirements for your counselors?
Psychologists:
Lawyers Germany:
Lawyers Switzerland:
Do you also work with freelancers? If yes, how do you ensure their quality?
Yes, we work with psychotherapists in our nationwide networks.
Psychological psychotherapists (Germany) and psychotherapists (Switzerland) have to meet the following criteria:
Which measures for quality assurance are in place?
We are certified in quality management according to ISO9001 and are under continuous internal and external audit.
Our quality manager ensures strict compliance with our high quality standards.
Which measures for further training of your employees are in place?
Our further training concept includes 6-8 internal further training sessions per year. Additionally, each employee has access to an annual budget for external further training.
Our employees in the support center are also obligated to participate in internal and external supervision.
Will we have key account managers if we decide to work together?
Yes. Our key account managers are experienced business economists. Your personal account manager will be available to you for all administrative matters.
Can we visit you in order to get an impression of your work?
Yes, of course. We would be happy to meet with you in person.
However, we want to point out that access to the support center is prohibited due to data protection stipulations.
We are presently aware of two persons within the company who are struggling with very personal problems. Can they try out your services so that we can get an impression of how it all works?
Yes. We will include the cases in the contract upon contract conclusion or invoice them according to expenditure if a contract is not concluded.
Lyra Deutschland GmbH
Taunustor 1 – TaunusTurm
60310 Frankfurt am Main
By telephone:
+49 (0)69 663 77 980
By e-mail
info.eu@lyrahealth.com or via the contact form
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