Inaccurate Directories Complicate Mental Health Access

Patients face high failure rates when booking mental health visits due to outdated provider information.

Updated on Oct. 27, 2026 in Mental Health

Gouache-painted illustration of a tangled telephone cord and handset, symbolizing the difficulty of accessing mental health care through insurance networks. — A 2026 study indicates that 75 percent of attempts to book mental health appointments fail due to inaccurate insurance provider directories. AI Illustration. Upload story photo >

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Should insurance companies face stricter penalties for listing providers that are actually unavailable?

A study published on October 27, 2026, found that 75 percent of attempts to book in-network mental health appointments fail, often due to inaccurate insurance directories. The findings highlight significant barriers for patients trying to secure timely care across the United States.

Why it matters

Insurance directories often contain ghost networks of providers who are unreachable or unavailable, forcing patients to face average wait times of three weeks. These inaccuracies persist despite federal requirements for insurers to verify directory information every 90 days.

This secret shopper study, published in JAMA Health Forum, evaluated 5,800 calls made to mental health clinicians from October 2025 to March 2026. Only 12 percent of calls resulted in a scheduled appointment, while less than 25 percent of evaluable calls reached the specific listed clinician.

The players

JAMA Health Forum

A peer-reviewed medical journal that publishes research on health policy and the delivery of clinical care.

The details

Trained researchers utilized the secret shopper method to verify provider contact information across five states. The investigation revealed that many listings in insurance directories represent ghost networks where providers are no longer accepting new patients or are entirely unreachable at the listed numbers. This systemic failure makes it difficult for patients to navigate their insurance benefits when seeking non-emergency mental health support.

Researchers conducted secret shopper calls from October 2025 to March 2026.
The study was published in JAMA Health Forum on October 27, 2026.

Health Landscape

The study highlights a persistent gap between regulatory standards and the reality of accessing mental health services. It updates figures on provider availability, showing that current directory verification protocols are not effectively preventing the rise of ghost networks.

If you struggle to book an appointment with a provider found in your insurer's directory, document the error and report it to your insurance company. This is a common barrier worth discussing with your doctor or a patient advocate if you have difficulty securing timely treatment.

The takeaway

Ghost networks in insurance directories create significant delays for patients seeking mental health services. When calling providers, verify that they are currently in-network and accepting new patients before relying on directory listings.