4 N. GATDULA ETAL.
And for me, I’ve always had a big self-image problem. So,
going to [counseling center] or putting yourself in that situation
where, you have to admit to yourself you have a problem. When
you want to be such a perfect person is really a big thing. I
remember someone giving me knowledge about someone’s not
going to want to go get help, they’re going to cover themselves
up and wear a hoodie. And I don’t wear hoodies, and I don’t
want to do that. I think that would help a lot of people who
are denitely just afraid of like seeking help.
Perceived barriers
Stigma was described a barrier to seeking professional men-
tal health services. Participants described seeking profes-
sional help as a last resort for serious mental health issues
due to the judgment received from friends, family, and
strangers as described by a participant:
I denitely agree with [name] that there’s most denitely a
stigma behind it. […] there’s a whole notion of if you go to a
professional, there’s something seriously wrong with you.
Participants agreed that having an online option would
be beneficial if a person is hesitant to seek professional
help. It could serve as a stepping stone for people to
become comfortable expressing their feelings and getting
their questions answered by a mental health professional.
“Yeah, I agree with what [name] said. I kind of feel like online,
it’s like, if you’re kind of hesitant about seeking help, it’s a good
gateway to get there.”
Additionally, several barriers to using telemental health
were described by participants. Lack of private space where
young adults can have conversations using technology with-
out others overhearing was an issue. This is especially prob-
lematic among college students who live on-campus in
shared and confined spaces as described by a participant:
[…] But then you have the issue of somebody overhearing
you. Most devices that we could Skype, FaceTime, text, email,
whatever it is, they’re mobile. And so, we don’t have necessarily
private place to do it. I live at [name] dorms. And I know I can
hear every conversation that people across the hall are having.
Participants shared concerns regarding data privacy and
security when using technological devices in general, but
particularly when utilizing them to discuss personal prob-
lems with a mental health professional. For example:
I don’t like the whole communication over media because I am
paranoid that somebody could follow it and see where I am, see
what I’m saying. Even if it’s typing, phone calls, whatever, every-
thing’s recorded. So, in therapy sessions, when you’re sitting in
the room, it’s all private, because you turn o the phones, you’re
the…the person is writing. So no, I would not be okay with
it. I would not be able to do it. I would just wait if I had to.
In addition, participants noted the need to educate the
public on trusted online mental health tools (hotlines, chat,
texting) to increase the use of existing resources. This high-
lights the need to move beyond just accessibility; and
increase awareness of resources and how to use them as
one participant described:
But yeah, having a trusted source I think is a really key point
because like I don’t like to seek advice from, you know, some
random nobodies, who aren’t aware or aren’t you know trained
to handle certain issues.
Additionally, some participants expressed concern with
not knowing with certainty who they are communicating
with when using a device whether it be chat, phone or
video call. Although most participants saw this as a barrier
to using a device for mental health services, some saw it
as a potential benefit on days when help is needed, but a
person does not feel like talking to someone. For example,
participants said:
So then, you know, if you get a hold of their oce or something
then you can know for sure who you’re talking to as opposed
to the text option, which would, I think, a lot of people would
think “that was really easy”, but maybe not trusted.
And if you’re just talking to a screen, it’s like, am I talking
to a robot? Or who am I actually talking to, but then I also
sometimes I just don’t want to talk to anybody. Talking to that
screen, could be very benecial. So, it’s kind of a mixed.
Despite participants acknowledging the benefits of tech-
nological devices and how they connect strangers, authen-
ticity in a client/therapist relationship was highly regarded.
Participants acknowledged the benefit of in-person conver-
sations when seeking mental health services and having the
ability to interface with a mental health professional, seeing
their body language as they respond, and picking up on
cues that a person would not be able to pick up on via
telehealth. Participants perceived using a technological device
would lead to a loss of empathy and connection between
the client and professional. For example, participants said:
“[…] I think there’s something special about having an in-person
conversation where people are fully present, as opposed to like
the online split between multiple things.”
I’ve started using [counseling center] this semester and I’m
really grateful for it. And the person that I’m speaking to, she
really does a really good job of…feeling that empathy the way
that I need her to…the emotion that I feel, she feels it. So,
it really feels like okay, you actually feel me…I’d even argue
that…when people do consider therapy as an option of like,
on the road to healing and everything, that it’s not so much
the person that they want, but to actually have someone that
feels what they’re going through. So, I think that’s a big part
that you can easily lose when it’s behind the screen or just
over the telephone. I think like the technology part are great
buers, but if you don’t have a follow up or an in-person. I
don’t really know how long it’ll last or how real and genuine
it’d feel. I think the convenience, that aspect is there, but in
terms of like, the technology aspect, I don’t really like and then
I also think just in terms of like who else is listening?… I just
get paranoid about that stu, too. So yeah.
Still, some participants acknowledged that although using
a device to communicate with a mental health professional
can feel impersonal, it could be benefit those who need
immediate assistance. Ultimately, a telehealth option is better
than not being able to seek professional help at all.
I do think over phone or other ways other than in person can be
a bit impersonal, which can be a big problem. But I think overall,
if someone’s really down and out, they’re going to call or whatever
other means of way, which it is. I think you can have obstacles,
but at the end of the day, if they need it, they are going to go.