Mental Health Directory Errors Found in Virginia
A secret shopper study found insurance provider directories in Virginia often led to wrong or unavailable mental health clinicians.
Updated on Nov. 2, 2026 in Mental Health
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Inseparable released a secret shopper study covering five states, including Virginia, that tested insurance companies' own mental health provider directories. More than half of nearly 6,000 simulated appointment calls encountered directory errors.
Why it matters
Patients who rely on insurer directories to find mental health care may be unable to reach the clinicians listed. The findings point to gaps between published provider information and actual availability.
In a secret shopper study of nearly 6,000 simulated calls made from October 2025 to March 2026, only 25% of calls to Anthem Virginia providers and 18% to CareFirst Virginia providers reached the listed clinician. The study does not address the reasons behind the remaining calls.
The players
Inseparable
Inseparable is a mental health advocacy organization that launched the Care that's Fair campaign to address access to behavioral health care.
Anthem
Anthem is a major health insurance company whose Virginia provider directory was examined in the study.
CareFirst
CareFirst is a regional health insurer whose Virginia provider directory was examined in the study.
The details
Researchers used the insurance companies' own provider directories to place simulated appointment requests across five states, including Virginia. Directory errors ranged from misleading specialty listings to incorrect provider information, and more than half of the calls ran into at least one such problem.
Timeline
October 2025 to March 2026: Secret shopper simulated appointment calls were conducted.
May: Inseparable launched its Care that's Fair campaign.
Health Landscape
The study extends Inseparable's Care that's Fair campaign, which targets access barriers to behavioral health care. Its findings add direct evidence on whether insurer directories reliably connect patients with mental health clinicians.
Patients searching insurer directories for a mental health clinician in Virginia should expect that a listed provider may not be reachable or accepting appointments. Calling ahead to confirm availability before scheduling may save time.
The takeaway
Insurance directories are a common first step for finding care, but this study suggests they should be verified by phone before a patient relies on them. Checking that a clinician is accepting new patients can prevent delays in getting mental health treatment.
Further reading
For broader context on access barriers, see Mental Health coverage.
Source note: This article includes information reported by News/Talk 960-AM & FM-107.3 WFIR.
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Do you trust your health insurer's provider directory to lead you to available mental health care?
