The COVID-19 pandemic has had profound effects on mental health across the United States. Beyond the immediate health risks of the virus, the crisis has introduced widespread isolation, economic strain, and uncertainty, which have collectively fueled rising rates of stress, anxiety, and depression. For many, the disruptions to daily life and the fear of infection created a wave of mental health challenges that continues to impact individuals and families.
Despite the heightened need, the tools that could help bridge gaps in access—particularly telehealth—remain underutilized. A recent study commissioned by Universal Health Services, Inc. (UHS) sheds light on this disconnect and reveals the barriers preventing people from seeking care through virtual means.
Findings from the UHS Survey
UHS, a major player in both behavioral health and acute care, commissioned the data and insight platform Dynata to better understand Americans’ views on mental health during the pandemic. The survey, conducted in May 2020 with responses from 1,097 adults, uncovered a troubling trend: while 62% of participants reported experiencing increased stress, anxiety, or depression due to COVID-19, only a small fraction sought professional support.
Of those who acknowledged mental health struggles, just 15% reported turning to online tools or clinicians for assistance. Even though accessibility to telehealth has surged across the health care system, many individuals continue to forgo professional help, leaving a critical gap between need and utilization.
Why the Disconnect Exists
Several factors contribute to the underuse of telehealth for mental health services. First, stigma surrounding behavioral health remains a barrier. Many individuals are hesitant to seek support, even when convenient, confidential options are available online. Second, awareness is a significant issue. Many Americans simply do not know which telehealth platforms are available to them or how to access those services through their providers or insurance plans.
Finally, disparities in access to technology and internet connectivity also play a role. For lower-income households and those in rural areas, reliable access to broadband internet, private space for therapy sessions, or even a smartphone can be limited. These systemic barriers mean that even as telehealth expands, not everyone benefits equally.
Telehealth Adoption Among Providers
While patients have been slow to fully embrace telehealth, providers have rapidly scaled up their virtual care offerings. According to a survey conducted by the National Council for Behavioral Health, prior to COVID-19, 93% of behavioral health providers delivered less than 20% of care virtually. During the pandemic, this shifted dramatically, with 60% of providers offering up to 80% of services through telehealth.
This rapid adoption has been crucial in ensuring continuity of care during a time when in-person appointments have been limited. Providers like UHS supplemented their traditional offerings with virtual visits to ensure patients still had access to counseling and therapy while minimizing exposure risks.
UHS’s Approach to Telehealth
Universal Health Services integrated telehealth into its care model to provide more flexibility for patients during the pandemic. According to UHS CFO Steve Filton, telehealth gave clinicians a new way to reach patients, directing them to appropriate care pathways and, in some cases, delivering outpatient therapy virtually.
While telehealth has not replaced inpatient care—the backbone of UHS’s behavioral health business—it has added a layer of accessibility. Patients now have more options for how they enter the system, receive assessments, and access outpatient treatment. This expansion represents a significant shift in behavioral health care delivery that could continue long after the pandemic.
Startups and Digital Mental Health Platforms
Beyond traditional providers, mental health startups have embraced telehealth as a core strategy. Quartet Health, for instance, connects people with both in-person and virtual care options. In partnership with SilverCloud Health, Quartet introduced computerized cognitive behavioral therapy programs that are entirely self-guided and accessible on smartphones, tablets, or computers.
These programs address conditions like anxiety, depression, stress, grief, and insomnia. Despite being self-directed, SilverCloud’s offerings have demonstrated strong clinical outcomes, with up to 85% of users reporting improvement in symptoms. For many patients, digital options like these reduce barriers such as stigma and travel, making care more accessible than ever.
The Role of Mental Health Apps
Consumer-facing apps have also grown in popularity during the pandemic. Platforms such as Calm and Headspace have reported increased downloads and engagement as people turn to meditation, mindfulness, and stress-relief tools. While these apps are not substitutes for clinical care, they represent an accessible entry point for individuals who might be hesitant to seek formal therapy.
Interestingly, data from Apptopia indicates that the rise in usage of these apps is part of a longer-term trend rather than solely driven by COVID-19. This suggests that consumer interest in digital mental health support was already growing and may continue to rise in the years ahead.
Positive Experiences with Telehealth
Despite relatively low utilization rates, most of the survey respondents who did use telehealth tools reported positive experiences. According to UHS’s Matt Peterson, this is a promising sign that telehealth could gain broader acceptance over time. The challenge lies in addressing barriers to access and awareness so more people can take advantage of these services.
Peterson emphasized the importance of continued research to better understand barriers to care and improve the system. By removing roadblocks—whether technological, regulatory, or cultural—telehealth can become a more mainstream option for addressing mental health needs.
Addressing Barriers Moving Forward
To expand utilization of telehealth in behavioral health, several steps are necessary. First, providers and insurers must continue to raise awareness of available services and ensure that patients understand how to access them. Educational campaigns could help normalize telehealth and reduce stigma.
Second, states and federal agencies must continue to support regulatory changes that make telehealth easier to use. During COVID-19, temporary relaxations of rules around HIPAA, prescribing, and reimbursement helped providers deliver care virtually. Making these flexibilities permanent could sustain momentum in the long term.
Third, investments in broadband infrastructure and technology access are critical. Without reliable internet access, many patients will remain excluded from digital health solutions. Policymakers must prioritize equitable access to ensure that underserved communities are not left behind.
The Future of Tele-Mental Health
The pandemic has made it clear that telehealth is a vital component of modern behavioral health care. While adoption among patients has lagged behind providers, the overwhelmingly positive experiences of those who have tried telehealth suggest that the future is promising.
As mental health needs continue to rise, expanding the reach of telehealth tools will be essential. By removing barriers, investing in infrastructure, and continuing to innovate with digital solutions, providers can ensure that more people receive the support they need.
The UHS survey underscores both the challenges and opportunities facing the behavioral health industry. With demand for mental health care growing and telehealth tools already proving effective, the next step is ensuring these resources are fully utilized to meet the nation’s needs.
