EY survey: Mental health care delivery is not working for consumers, providers or society as professionals call for transformation

• 49% of global respondents rate their mental health care system as fair or poor
• Health executives reveal inadequate mental health data collection stalls efforts to improve care
• 59% of respondents would feel comfortable using digital technologies that collect and share their mental health data with providers

Mental health care systems around the globe are struggling to respond to the mental health pressures with nearly half (49%) of respondents rating the mental health care system in their country as fair or poor – a much lower rating than respondents gave concerning the general health care system (42%), according to new research and interviews with health executives conducted by the EY organization.

The EY Global Consumer Health Survey — commissioned by EY Sweeney across markets in six countries (Australia, Canada, Germany, The Republic of Ireland, the UK and the US) — aims to support robust, evidence-based insight in the rapidly transforming global health sector. The study identifies key insights, implications and recommendations to inform the future of health care delivery, including the design of innovative care models and how sector leaders and stakeholders can prepare themselves for change.

Kim Dalla Torre, EY Global and Americas Health Leader, says:

“Our findings paint a stark perception of mental health care delivery globally. We know that mental illness is an area of care that touches all levels of society and countries have declared rising pressures on their health systems as their populations have struggled with increased rates of anxiety, loneliness and depression. The lack of investment we are seeing worldwide in preventative mental health care does not mean society is escaping the costs. Health executives and consumers want to see more consistency in the practice of mental health care and a focus shift of dollars from acute care to prevention. We believe the answers to better mental health care lie in digital health transformation that enables better insight about patients and leads to an integrated care ecosystem.”

Consumers lack confidence in the system

Despite 90% of all individuals surveyed stating they are open to using mental health services, the EY survey found many respondents are sceptical about the efficacy of mental health support. Thirty-three percent believe they can take care of the issues themselves. By country, Australian respondents use mental health services the most (57%), when compared with UK respondents (44%). By generation, younger respondents are more open to using professional mental health services (65% Gen Z) compared with baby boomers (33%).

Nearly one in five of respondents surveyed (17%) do not believe that professional support would help their mental health. Uncertainty persists throughout the care journey, with 20% of respondents unsure of how or where to access mental health support and 18% finding available information difficult to understand.

A range of cultural and access barriers prevent respondents from receiving mental care. Self-stigma and fear of mental health issues being exposed deter a quarter (25%) of respondents from reaching out. Financial factors are a concern of many individuals when deciding to use mental health services, with cost or insurance barriers deterring more than half of respondents (55%) from seeking care. Financial or insurance issues are common reasons for stopping or considering stopping mental health services and these concerns are particularly pronounced among those with poorer mental health, highlighting the need for more affordable and accessible mental health care options.

Putting trust in the right professionals

Trust in finding the right professional remains a substantial barrier. Nearly a third of respondents (32%) cited a lack of mental health professionals with skills specific to their needs; 50% of those who have used mental health services changed their mental health professional, with the top reasons cited as lack of personal connection or compatibility or lack of satisfaction with progress. While most mental health services users trust their professionals to protect their privacy, 58% of respondents that use mental health services still harbor concerns about data security, particularly with the rise of digital health record use and the risk of breaches and leaks. More than half (51%) of respondents are caught between concerns of stigma and the positive outcomes they believe come from sharing mental health information.  

However, the findings highlight an opportunity to leverage the trust respondents already have in existing health care providers as entry points to the mental health care system, as 61% of respondents turn to their primary health care provider for information about mental health concerns. Sixty-eight percent of respondents say they are very or somewhat comfortable addressing mental health care with their established primary care doctor.

Channels and methods of care

EY data suggests more mental health users (54%) are open to telehealth consultations compared to potential users (49%), suggesting telehealth as a viable strategy for maintaining engagement. More than half (55%) of Gen Z, Gen Y and Gen X respondents are inclined to opt for virtual appointments, in contrast with just 39% of baby boomers. When it comes to preference of treatment, a considerable number of respondents opt for talk therapy, with 40% selecting it exclusively, and almost half (48%) favoring a combination of both talk therapy and medication. Conversely, only 10% of respondents choose to rely solely on medication for treatment, revealing a general tendency towards incorporating therapeutic dialogue in mental health care.

The future of mental health

Despite these significant existing barriers to entering the care system, there is a growing receptiveness towards adopting digital technologies and diagnostic tools, such as genetic tests, to identify mental health symptoms in real time. The data reveals that 60% of respondents would feel comfortable using genetic tests to identify predispositions to mental health conditions and 59% would use digital technologies that collect their health data to identify mental health risks, sending data to a health professional to enable real-time and remote support. Furthermore 42% of respondents expressed comfort with using artificial intelligence (AI) technologies to identify risks and suggest treatments.

Mental health systems that leverage these tools to prompt individuals to seek support could foster trust in technology and enhance the opportunity for increased preventative care.

Dalla Torre says:

“Throughout our interviews with health executives for this study, we witnessed high emotions, as these professionals shared their own battles in getting proper mental health care for their loved ones. Nearly all the professionals we spoke to called for better data collection and insights, critical in helping countries understand the mental health needs of the population and individuals. Health systems must intervene more effectively to move away from the patient crisis point so often seen in emergency rooms and drive toward more preventative, measurement-based care.”

The study spotlights four focus areas for health organizations to improve access, experience and outcomes while also providing value:

1. Improve mental health data collection and analytics for informed, equitable outcomes.
2. Transform care models for better triage, more prevention and full integration.
3. Show value and progress to consumers, payers and stakeholders.
4. Invest in the areas where consumers say health organizations are failing in important ways.

Learn more about the EY Global Consumer Health Survey here.

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About the EY Global Consumer Health Survey

A total of 4,499 20-minute online surveys were conducted with respondents aged 18 and over across six markets: Australia, Canada, Germany, The Republic of Ireland, the UK and the USA. The EY organization deployed a random stratified sampling approach with quotas on gender, age (18 years and older), and market based on census data. All data were weighted to match these criteria. Sample was drawn from an approved sample provider. Accuracy of survey data: The maximum margin of error associated with a sample size of n=4,499 is ±1.4%. That is, the EY organization can be 95% confident our survey estimates are reflective of the real world to within ±1.4%. Where smaller subgroups are analyzed, the maximum margin of error increases due to the smaller sample base. Percentage rounding: Percentages may not total 100% due to rounding.

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