Accessing mental health care should be simple. Yet for too many people, the journey from searching for a provider to completing treatment is filled with barriers. Missed appointments, long wait times, and disjointed communication cause patients to fall through the cracks, often when they need care the most.

In a recent webinar, Behavioral Health Tech brought together a panel of experts to explore how leading organizations are tackling these engagement breakdowns. Dr. Jim Polo, Dr. Priyanka, and Wes Knepper shared actionable strategies to create smoother patient journeys and keep individuals engaged from the first touchpoint to the last session.

The First Step: Meeting Patients Where They Are

“Accessing care today is a lot harder than it needs to be,” said Knepper. Patients start with hope, but that hope can fade quickly if they encounter friction at the start.

From confusing scheduling systems to long delays before the first appointment, every hurdle increases the chance that a patient will drop out. The panelists agreed that offering fast, simple self-scheduling tools is one of the most effective ways to keep patients moving forward.

Dr. Priyanka shared that only 14% of patients visit clinical content pages before scheduling, which shows that patients are often too focused on getting help to browse detailed information. “They just want to get into care as quickly as possible,” she explained. “We have to make it easy.”

The No-Show Challenge

Even after an appointment is booked, no-shows are a persistent challenge. According to Dr. Polo, patients often reconsider attending once their crisis subsides: “The moment of bravery can be fleeting,” he said.

The solution? Proactive follow-up. Calling patients right after a missed appointment, offering flexible rescheduling, and normalizing feelings of fear or ambivalence can encourage patients to stay engaged.

Digital reminders are another critical tool. In a live audience poll, reminders were ranked as the most effective engagement strategy for reducing no-shows and cancellations.

Knepper recommended taking it a step further by connecting patients to the why of their appointment, not just the date and time. Interactive pre-session prompts can help patients prepare mentally and emotionally, which strengthens their commitment to follow through.

Engagement Between Sessions

Therapy is just one hour out of the week, and real progress happens between sessions. That is why ongoing engagement is key.

“We ask after every session, ‘Do you understand your treatment plan?’” Knepper shared. “If not, we flag it for the provider to make sure the patient has clarity.” This gives patients a roadmap for what to do next and builds confidence in the process.

Dr. Polo emphasized the importance of shifting from episodic care to continuous care models, using technology to stay connected: “It’s about creating a journey where the patient feels supported between visits, not just during appointments.”

Empowering Providers and Measuring Progress

Engagement is not just about patients, it is about empowering providers too. Reducing administrative burdens, matching clinicians with patients who fit their strengths, and providing training on motivational interviewing are all ways to help providers stay energized and present.

Measurement-based care plays a vital role in sustaining engagement. Tracking progress over time and sharing results back with patients helps them see the value of staying in treatment, even when the work feels difficult. “Sometimes conditions like depression make it hard to see a win,” Knepper noted. “Showing objective progress keeps patients motivated.”

Looking Ahead

The panelists left us with a clear message: solving engagement breakdowns requires a mix of technology, process improvement, and human connection. From faster scheduling to better communication, from digital reminders to continuous feedback loops, each step can make the patient journey more seamless and ultimately save lives.

Behavioral health care is becoming more consumer-driven, and patients expect frictionless experiences. As Dr. Polo reminded us, “It’s not about which modality is best. It’s about making sure the patient stays in treatment and feels supported along the way.”

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