CTM Research Finds One in Five Adults Say They Tried to Contact a Mental Health Provider and Never Heard Back

New research examines persistent barriers to behavioral health care, generational differences in AI adoption, and the importance of human connection

ODENTON, Md. and MILLERSVILLE, Md., Nov. 10, 2026 /PRNewswire/ -- One in five U.S. adults who tried to contact a mental health or addiction treatment provider reported they never received a response, according to CTM's second annual behavioral health survey. The findings reveal persistent challenges in accessing care and explore how consumers' attitudes toward artificial intelligence are shaping the way they seek behavioral health support.

The findings come amid ongoing challenges in the behavioral health system and growing interest in AI as a tool for navigating care. According to the Health Resources and Services Administration, 137 million Americans live in a mental health professional shortage area, underscoring the challenges many communities face in accessing care.

CTM's research suggests that while people are exploring new options, getting connected to a person who can help remains central to the care journey. Three-quarters of respondents said they are comfortable speaking with a live person by phone about a mental health or addiction concern, up from 64% in 2025. Yet one in five respondents said they had tried to contact a mental health or addiction treatment provider and never heard back, a figure unchanged from last year.

Key findings from the research include:

• People want options for how they connect. While 75% of respondents identified phone calls as a communication method they use, 38% use text or chat, 30% use email, and 25% use video or telehealth. Additionally, 30% said being able to use their preferred communication method is among the things they value most when contacting a provider.
• Patients don't prefer AI as a first point of contact. The percentage of respondents who prefer an AI chatbot or automated assistant as their first step toward finding treatment fell from 26% in 2025 to 18% in 2026. By comparison, 42% prefer to speak directly with a live person first.
• Cost and uncertainty remain major barriers to treatment. Cost or insurance coverage was the most commonly cited barrier, at 32%, comparable to 30% in 2025. Another 24% said they did not know where to start or whom to trust.
• Slow responses continue to complicate access. Nearly one in five respondents, 18%, cited long wait times or slow responses as a barrier to treatment, up slightly from 15% in 2025.

"When someone reaches out for help, they shouldn't have to wonder whether anyone will respond," said Todd Fisher, co-founder and CEO of CTM. "In behavioral healthcare, technology should help providers connect with people more quickly and consistently, not create another hurdle. Whether reaching out by phone, text, or another channel, the goal is to help them reach trusted care that can understand their situation and guide them toward support."

The data underscores an opportunity for behavioral health providers to make the path to care more accessible by offering multiple ways to connect, improving follow-up, and using technology to support the people responsible for helping patients. As AI becomes more embedded into how patients find health information, providers must consider not only which tools they adopt, but how those tools help people move from an initial question to meaningful support.

The full report, The Changing Face of Mental Health Access, explores these findings and their implications for behavioral health providers navigating evolving consumer expectations. To access the report, visit https://tinyurl.com/3pyys555.

Survey methodology

CTM commissioned kNOW Instant Insights to survey 1,000 U.S. adults ages 18 and older from August 31 to September 3, 2026. Year-over-year comparisons are included where survey questions and response options were consistent.

About CTM
CTM is a conversation analytics leader trusted by behavioral health organizations like Summit BHC, Banyan Treatment Centers, Dazos, and Sunwave. The platform helps providers track leads, make data-driven decisions, and engage patients across the recovery journey. With HIPAA-compliant, AI-powered tools—including AskAI and VoiceAI—teams can streamline lead management, enhance outreach, and deliver personalized care at scale.

Media Contact:
Zoe Hamilton
PANBlast for CTM
[email protected]

SOURCE CTM