Back-Up Care FAQs – What Employers Need to Know

When a child wakes up unwell, a nursery closes without warning, or an elderly relative suddenly needs help, employees are often forced to drop everything – including work. These unexpected care breakdowns are one of the leading causes of unplanned absence, leaving organisations scrambling for cover and teams stretched thin.

Back-Up Care is a practical, employer-sponsored solution that provides access to reliable care at short notice, helping employees stay present and productive when life gets in the way. But how does it work in practice? What does it cost? And what kind of impact can you expect?

In this blog, we answer the questions we hear most often from HR, Reward, and Wellbeing leaders – helping you understand how Back-Up Care fits into a broader strategy for workforce resilience, engagement, and retention.

1. What is Back-Up Care?

Back-Up Care is an employer-sponsored benefit that provides employees with temporary care when their regular arrangements aren’t available. This includes emergency childcare, school holiday cover, and eldercare.

Employees can book care easily, often on the same day, via an app or phone. It’s quick, flexible, and helps them stay at work when it matters most.

Did you know? 64% of working parents and 79% of carers have experienced a care breakdown that clashed with work commitments – often forcing them to take unexpected time off. (Bright Horizons Modern Families Index 2025)

Meanwhile, over 8 in 10 (84%) employees that use Back-Up Care said it enabled them to work on a day or days when they would not otherwise have been able to (Bright Horizons Work+ Family Snapshot 2025).

2. How does it reduce absence and agency spend?

By offering fast, reliable care, Back-Up Care prevents last-minute absences that can disrupt business continuity and performance. For frontline sectors like healthcare, retail, and customer services, where short-notice cover is hard to find, it can significantly cut down on reliance on costly bank or agency staff.

This is what an employee using Back-Up Care had to say, “Back-Up Care has helped me fulfil my duties as a senior nurse, otherwise I would have to request carers’ leave.”

Did you know? Bright Horizons’ employer clients have saved over 200,000 workdays per year – time recovered for teams, patients, and productivity.

89% said BUC had a positive impact on their productivity. 86% said it had a positive impact on their performance (Bright Horizons Work+ Family Snapshot 2025).

3. What kinds of care are covered?

While many associate Back-Up Care with parenting, a significant portion of usage comes from employees caring for ageing relatives, adults with additional needs, or during school holidays.

Bright Horizons’ Back-Up Care covers a wide range of support, including:

• In-home childcare (even when a child is ill)
• Nursery and holiday club placements
• Eldercare and adult support (from companionship to personal care)
• Special Educational Needs & Disabilities (SEND) care
• Virtual Tutoring and academic support
• Pet Care

We also offer 24/7 options to suit shift patterns and diverse working schedules.

For a full list of our Back-Up Care solutions, download our guide here.

4. How much does it cost the employer – and the employee?

Employers typically fund a set number of Back-Up Care days per employee per year. The service is centrally managed through a branded portal or app, and employees usually pay a small co-payment per session – although this can be tailored.

Our team can help you model potential savings by comparing investment in Back-Up Care with your current agency spend or costs from unplanned absence.

5. What’s the return on investment?

Employers see measurable impact through:

• Reduced sickness and emergency absence
• Lower agency and overtime costs
• Increased employee engagement and retention

 “We’ve seen a tangible reduction in same-day callouts and a measurable improvement in wellbeing scores.” – NHS Trust HR Director

Did you know? 73% of working parents say that employer support for family life influences their career decisions – including whether to accept a promotion or stay in their role. (Modern Families Index 2025)

Meanwhile, 79% of employees using Back-Up Care are likely to stay with their current employer (Bright Horizons Work+ Family Snapshot 2025).

6. Who else is using Back-Up Care?

Back-Up Care is widely used across sectors – from NHS Trusts and local councils to banks, universities, and major retailers.

Explore how Chelwest NHS Trust reduced agency spend and improved retention with Back-Up Care. Read the case study here.

7. How do we implement it – and how long does it take?

Our goal is to embed Back-Up Care into your wellbeing strategy and make it part of everyday awareness, not just something people remember during a crisis. Usage rates are significantly higher in organisations that integrate Back-Up Care into onboarding, manager toolkits, and wellbeing campaigns.

We offer a fully managed solution, including:

• Communication and launch support
• Branded employee access through a portal and app
• Real-time reporting and dashboards
• Dedicated account management

Most organisations launch within 6–8 weeks, and pilot schemes are also available.

8. What kind of reporting do we get?

You’ll have access to a live dashboard showing usage by department, location, and care type, as well as impact metrics like avoided absences. This data can be segmented and shared in HR reports, leadership updates, or annual reviews to support evidence-based decision making.

9. Can we customise it for our people?

Absolutely. You can tailor:

• The number of care days per employee
• The care types covered
• The co-payment structure

We’ll also help align the service with your DEI strategy, carers’ networks, and hybrid/remote working policies.

10. What makes Bright Horizons different from other providers?

Bright Horizons is more than just a care provider – we’re a trusted strategic partner in workforce wellbeing. With over 30 years of experience supporting families and employers, we bring a unique combination of scale, quality, and insight. Our national network of thoroughly vetted carers, responsive technology, and dedicated account teams ensure your people get dependable care, whenever and wherever they need it.

What truly sets us apart is our end-to-end support – from implementation and employee engagement to ongoing reporting and impact measurement. We don’t just deliver a service; we help you embed it into your culture and maximise its value.

Don’t believe us? Hear it from our clients – read all our case studies here.