The COVID-19 pandemic has created a wave of stress, anxiety, and depression across the United States. With millions of people dealing with uncertainty, loss, and isolation, mental health has become a central part of the public health conversation. A recent study commissioned by Universal Health Services, Inc. (UHS) found that the majority of Americans have reported increases in stress, anxiety, or depression since the pandemic began. Despite this, telehealth tools that could provide relief remain underutilized.
Universal Health Services and the Study Findings
Universal Health Services is one of the nation’s largest hospital management companies, with operations spanning 37 states, Washington, D.C., Puerto Rico, and the United Kingdom. The company oversees more than 300 behavioral health facilities, 26 acute care hospitals, and dozens of outpatient facilities. Recognizing the growing mental health crisis, UHS commissioned a survey to better understand how Americans are coping with pandemic-related stressors.
Conducted by Dynata in May 2020, the survey included responses from 1,097 adults across the country. The findings were sobering: 62% of respondents said they experienced heightened stress, anxiety, or depression due to the pandemic. Among them, more than half reported that these struggles interfered with their daily lives. Alarmingly, nearly one in four said they felt stressed or depressed most or all of the time.
Limited Use of Telehealth Services
While mental health needs are soaring, few Americans are seeking professional help or using digital tools to cope. Of those who reported increased stress or anxiety, only 15% had turned to telehealth platforms or online resources. This is surprising given that telehealth access has expanded significantly during the pandemic. Behavioral health providers, in particular, have adopted virtual care models at unprecedented rates.
Before the pandemic, a survey by the National Council for Behavioral Health revealed that 93% of providers offered less than 20% of their services virtually. Once COVID-19 hit, 60% of providers reported that up to 80% of their care was being delivered online. Despite this shift, patients have not engaged with tele-mental health at the levels many experts expected.
UHS’s Approach to Telehealth Integration
Like many health systems, UHS has adapted its services to include telehealth options. According to CFO Steve Filton, virtual tools have allowed UHS facilities to continue reaching patients while minimizing infection risks. Telehealth has been used for assessments, outpatient therapy sessions, and as an entry point into the broader continuum of care.
However, Filton emphasized that telehealth is not replacing inpatient treatment, which remains the company’s core focus. Instead, virtual care offers more flexibility in how patients access services, giving them new pathways into treatment. This hybrid model has helped UHS sustain operations while responding to patient needs during an unpredictable time.
The Role of Digital Mental Health Startups
While traditional providers are adjusting to telehealth, startups specializing in virtual mental health care have seen rapid growth. Quartet Health, for example, has built a platform that uses artificial intelligence to match patients with appropriate care options. In 2020, Quartet partnered with SilverCloud Health, a digital provider of computerized cognitive behavioral therapy. Through this partnership, patients can access self-guided mental health programs on smartphones, tablets, and other devices, expanding access for those unable or unwilling to see a clinician in person.
Other digital tools have also gained traction. Apps like Calm and Headspace, which focus on meditation and stress reduction, have seen increased usage throughout the pandemic. While data suggests this growth is part of a long-term trend rather than a direct response to COVID-19, the pandemic has certainly accelerated awareness of these tools as valid forms of mental health support.
Barriers to Adoption of Telehealth Tools
If telehealth solutions are widely available, why aren’t more people using them? Several barriers may be at play. First, stigma continues to surround mental health treatment, causing many individuals to avoid seeking help even when they need it most. Second, access issues such as unreliable internet connections, lack of technology, or unfamiliarity with digital platforms can prevent people from engaging with virtual services. Finally, awareness may be limited—many individuals simply do not know what telehealth tools are available to them through providers, employers, or health plans.
Positive Experiences Could Drive Future Growth
Despite low adoption rates, the UHS survey revealed encouraging signs. Among those who used telehealth for mental health support, the majority reported positive experiences. This feedback is critical because satisfaction often drives continued use and word-of-mouth referrals. If people share their success with telehealth, it could encourage others to give it a try, gradually increasing adoption.
Matt Peterson, executive vice president and president of UHS’s behavioral health division, highlighted this potential in the study findings. He expressed optimism that telehealth could help remove barriers to care if providers, policymakers, and technology companies continue working together to expand access and raise awareness.
The Importance of Research and Innovation
The UHS survey underscores the importance of ongoing research into how people are using telehealth and what barriers remain. By understanding these challenges, providers can tailor solutions to meet patient needs more effectively. For instance, offering hybrid care models that combine digital tools with human interaction may help hesitant patients transition into telehealth more comfortably.
In addition, innovation within the digital health sector is essential. Tools that are user-friendly, evidence-based, and personalized will likely see greater engagement than generic or poorly designed platforms. Partnerships between established providers and digital startups, such as the Quartet-SilverCloud collaboration, represent promising models for the future.
Looking Ahead
The COVID-19 pandemic has exposed gaps in the nation’s mental health care system but has also accelerated the adoption of new technologies. While telehealth remains underutilized, the infrastructure is in place to expand access and improve outcomes. As more people report positive experiences, and as awareness grows, telehealth could become a lasting part of the mental health landscape.
The challenge now is ensuring that patients are aware of these resources, feel comfortable using them, and trust that they can deliver quality care. By addressing barriers and continuing to invest in innovation, providers and policymakers can help telehealth fulfill its potential in tackling the nation’s rising rates of mental illness.
Conclusion
Despite rising rates of anxiety, depression, and stress during the COVID-19 pandemic, telehealth tools remain underutilized in the United States. Research from Universal Health Services reveals that while most Americans are struggling, only a small fraction are turning to digital platforms for support. Encouragingly, those who do use telehealth report positive experiences, suggesting that the potential for growth is significant. With continued investment, awareness-building, and collaboration between traditional providers and digital innovators, tele-mental health could play a transformative role in meeting America’s mental health needs during this crisis and beyond.
