A CTM survey found about one in five respondents could not get a reply after contacting a mental health or addiction provider, while cost remained the leading reported barrier to care.
CTM hired kNOW Instant Insights to poll 1,000 adults in the United States, each at least 18; interviews ran from Aug. 31 through Sept. 3, 2026. CTM said the proportion reporting an unanswered contact matched its 2025 survey. Treatment expense or insurance coverage was named by 32%, against 30% in 2025. Another 24% said they lacked a clear starting point or did not know which providers to trust.
For an initial treatment inquiry, 42% preferred speaking with a person, while 18% chose an AI chatbot or automated assistant. CTM said 26% had selected AI in 2025. On a separate question, three-quarters said they would feel at ease discussing a mental health or addiction concern by phone with a person, compared with 64% in 2025.
CTM’s announcement also listed ways respondents communicated with providers: 75% cited phone calls, 38% text or chat, 30% email and 25% video or telehealth.
CTM said behavioral health admissions teams face heavy call loads, inquiries outside standard hours and staffing limits. The company says unanswered requests can mean missed admissions for providers, but the survey did not measure a financial effect. Its findings reflect respondents’ accounts and preferences, not clinical outcomes, and do not show how many ultimately received care.
CTM reported differences by age group. Among Gen Z respondents, 37% said a provider had not answered an outreach, compared with 3% of Baby Boomers. On AI for first questions, appointment setting and follow-up, 63% of Gen Z respondents said they were comfortable with it, versus 34% of Baby Boomers.
