Conversational Automation Reduces Barriers to Mental Care Access to Minorities
Mental health issues have been a concern for a long time, but the pandemic exacerbated it. Studies show that minority groups were more likely to face this challenge and the problem of limited access to mental healthcare. Botco.ai recently conducted a study to see how conversational automation can solve this problem.
Mental health issues were always a concern, even before the pandemic. According to a study by Mental Health America (MHA), almost 50 million Americans experienced mental illness in 2019. However, the problem has been exacerbated since the COVID-19 pandemic for several reasons. This has made access to mental healthcare critical, especially for minority demographics, such as people of color, Native Americans, veterans, and LGBTQ+. And conversational automation technology can make this possible.
Botco.ai recently surveyed about 120 executives in mental health facilities to understand how the pandemic increased the need for mental health services. The study also tried to examine how conversational automation can improve mental health access to mental health services by providing real-time and personalized support that can transform the patient journey.
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There Has Been an Increased Need for Mental Health Services
Stress can be considered a normal psychological reaction to life demands. However, the pandemic pushed many people beyond their ability to cope. According to Mayo Clinic, there was a major increase in the number of American adults reporting symptoms of anxiety, stress, depression, and insomnia during the pandemic. People with existing issues were also disproportionately affected during this time.
While critical in-person mental health services were halted or disrupted during this time, the demand for treatment increased. As such, all the survey respondents extended their virtual behavioral support during this time. About 34% also acknowledged that their facility, behavioral health organization or addiction treatment center boosted online assistance by 50-75% to help people facing mental health challenges. Over 31% said their organization increased online support by 20-25%, and 8% increased online support by 75-100%.
On-demand Support Is Essential To Improving Mental Health
The digital dissemination of resources and information is critical for improving access to mental healthcare for current and future patients.
The survey’s respondents said that most patients or families learned about their treatment facilities online (49%), followed by word of mouth (25%), from a doctor (19%), or through ads (7%). When consumers reach out to treatment centers for additional answers regarding treatment, respondents said that 32% of prospects obtain information in person at the facility. About 26% of prospective patients got the answers on the facility’s website, and 25% got it contacting the facility by phone.
With conversational automation, people seeking care for themselves and loved ones can gain insightful information on the duration of care, cost of treatment, payment options, the type of programs, and much more quickly. The technology also alleviates tedious and time-consuming tasks for healthcare professionals so that they can focus on treating patients. The technology empowers mental healthcare providers with virtual agents that provide patients and prospects with valuable resources, information, support, and management for effective healthcare delivery.
Access to Mental Healthcare Needs Improvement Among Minority Groups
While many people experienced mental health issues during the pandemic, it was more pronounced among minority populations. According to the National Council for Mental Wellbeing, close to 50% of all minority individuals said they had personally experienced increased mental health challenges, but only a few received treatment. Further, according to 55% of the current survey respondents, the pandemic made it harder for individuals of minority groups to access healthcare services. This means minority groups found it 34% more challenging to access mental health treatment during this time.
About 65% of respondents said there was also an uptick in women seeking treatment, while 35% said there was an uptick in requests by teenagers. This was along with an uptick in requests by various minority groups.
There may be several reasons for this, such as a lack of insurance, logistical barriers, the inability to take time off from work or childcare, and a lack of transportation. The stress related to stigma and discrimination is another important contributor.
According to studies, even when minority groups have access to mental or behavioral healthcare, many receive lower-quality care and worse outcomes. It is high time that minority groups received better access to mental healthcare.
Technology Enables Greater Access to Mental Health Services
About 89% of respondents agreed that technologies like conversational chat and video conferencing make it easier for patients to access the treatment they need. Furthermore, 61% said their organization’s website used conversational AI to answer questions. On-demand access to resources and information is necessary for people seeking treatment and support, and smart AI-powered chatbots can answer many of these questions at any time of the day.
Moreover, patient intake can be tedious and time-consuming if done manually. About 76% of respondents said their facility used software for patient coordination and intake. About 83% also said their organization verified insurance benefits online.
A streamlined patient intake process using conversational AI means faster throughputs, shorter wait times, and the ability to provide better care for patients. AI chatbots also enable scalability for many healthcare providers. The technology helps community partners easily check on the status of a referral, families can check on a family member, providers can capture valuable feedback, and barriers to treatment can be easily eliminated. Additionally, when conversational AI is combined with EHR systems, healthcare providers get a complete view of the patient journey.
See more: What Does AI and Machine Learning Offer the Healthcare Industry in 2021?
Two Ways To Reduce Barriers to Mental Healthcare Access
Mental healthcare providers can reduce barriers to healthcare access in two ways:
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A collaborative model including primary healthcare physicians
Primary care physicians (PCPs) are usually the first point of access to healthcare for underserved minority patients. As such, they are uniquely positioned to develop relationships and foster trust. A collaborative care model where PCPs collaborate with behavioral health professionals enables improved patient outcomes in terms of better mental healthcare, especially for minority groups.
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Using conversational AI
One of the challenges minority individuals face is the language barrier, and providers do not always have multilingual doctors. Additionally, there usually are not enough practitioners on staff. In such cases, AI-driven chatbots can overcome the language barrier for people seeking therapy and support.
Conversational automation also provides a judgment-free and stigma-free environment for patients. Many people facing shame or stigma may prefer to chat with an AI chatbot rather than an actual care provider to initiate an inquiry, discuss recommended therapies, and inquire about addiction programs.
Conclusion
Conversational AI is widely adopted by healthcare providers to improve access to therapy, care, and after-care support. Healthcare consumers want increased control over their patient journey, and AI can provide on-demand support based on their needs. With its various advantages, such as scalability, data analytics capabilities, and the ability to reduce bias, conversational AI is improving access to mental healthcare. Addressing mental health issues is an urgent need, and conversational AI can act as a frontline defense to improve patient outcomes.
Are you using conversational automation in your mental healthcare services? How has it improved your patients’ journey? Share with us on Facebook, Twitter, and LinkedIn.
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