Having insurance doesn't guarantee you can actually see a mental health provider. A new secret shopper study found that fewer than 1 in 4 calls to in-network psychiatrists and psychologists resulted in a scheduled appointment — largely because provider directories are riddled with errors. Inaccurate contact info, disconnected numbers, and providers who've left the network are leaving patients stranded.
Having insurance doesn't mean you can actually get mental health care. A new peer-reviewed study from Ohio State University and Stanford, published in JAMA Health Forum, sent secret shoppers to call over 5,800 in-network psychiatrists and psychologists listed by major commercial insurers across five states — and found that fewer than 1 in 4 calls ended with a scheduled appointment.
The culprit? Largely, broken provider directories. Of the calls that actually reached a human, 55.6% uncovered inaccurate information — wrong phone numbers, incorrect specialties, or providers who had left the network entirely. Another 1 in 5 evaluable calls hit a wall due to capacity issues, like providers not accepting new patients.
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Why it matters: These findings arrive three years after the No Surprises Act's directory accuracy provisions took effect — suggesting current regulations aren't cutting it. CMS is now proposing rules to require Medicare Advantage plans to verify provider listings every 90 days, and is exploring a centralized national provider directory. For the millions relying on commercial insurance for mental health care, the gap between what's listed and what's accessible remains dangerously wide.
