< + > Improving Access to Behavioral Health Crisis Support Services

We all know about the behavioral health crisis in the world today.  Sadly, all you have to do is turn on the news to see it front and center.  Plus, most of us face our own mental health challenges or know someone who does.  The real questions are what can be done about it, is there access to behavioral health crisis support services that exist, and do the right people know about it?  In this interview with Vatsala Kapur, VP External Affairs at Bamboo Health, we dive into the challenges with behavioral health crisis support services and some of the ways that we can improve access to these services.

Tell us a little bit about yourself and Bamboo Health.

My name is Vatsala Kapur, and I’m the Vice President of External Affairs at Bamboo Health. My career spans over three decades in health information technology, health policy and public health, including roles at the Centers for Medicare and Medicaid Innovation and in state government. At Bamboo Health, we’re committed to transforming physical and behavioral health through innovative technology solutions. Our work focuses on breaking down silos between health and social services, ensuring vulnerable populations receive timely, appropriate and whole-person-centered care. 

What are some of the major challenges we have with behavioral health crisis support services today?

Behavioral health crisis support is often fragmented and underfunded. Many individuals face barriers such as stigma, lack of insurance coverage or difficulties navigating a complex care system. Additionally, workforce shortages and high rates of burnout among behavioral health providers exacerbate access challenges. Rural communities experience unique challenges due to geographic isolation and fewer local resources, making access even harder. These issues create a ripple effect, leading to higher emergency room utilization and long-term costs for the healthcare system. State health departments, behavioral and physical health providers and health plans need timelier patient context to make critical decisions and leverage a more cohesive and effective care delivery system. 

What can be done to address some of these challenges?  Where should we be focusing our efforts? 

To tackle these challenges, we need a two-pronged approach: technology and workforce innovation. Real-time care navigation tools can help ensure individuals are connected to appropriate services quickly, reducing reliance on emergency departments. At the same time, we need to invest in expanding the behavioral health workforce, including care navigators who can guide individuals through the system and to the most appropriate care. Additionally, we must focus on addressing social determinants of health—like housing, food security and transportation—that significantly impact behavioral health outcomes. 

How should healthcare organizations expand access to care so they can support individuals and reduce reliance on the ED?

Organizations should leverage real-time data systems to proactively identify and support individuals at risk of behavioral health crises. By integrating these systems with care navigators or care teams, they can connect patients to outpatient services, counseling or peer support programs, diverting them from emergency care. Partnerships with community-based organizations and social services are also critical to addressing the root causes of crises, such as housing instability or unmet social needs.  

Which areas of healthcare should be leveraged to address the behavioral health challenges we face?

At Bamboo Health, we know that behavioral health challenges touch every corner of the system, which is why our network is built to support these providers—especially in underserved areas. Our partnerships with more than 45,000 pharmacies, 8,000 post-acute care facilities, 29 health plans, and every major retail pharmacy chain in the U.S., empowers providers  with an integrated network to support both primary and behavioral health concerns. With one billion patient encounters annually, we’ve seen firsthand how leveraging such a broad network can help address emergency treatment and timely interventions in meaningful and measurable ways.

Do rural areas see unique challenges compared to urban environments?

Definitely. Rural populations often face more pronounced challenges, including limited access to health providers, long travel distances to care and stigma related to receiving behavioral health services. These factors discourage individuals from seeking help and can delay interventions. Solutions like telehealth and mobile crisis units are vital to bridging these gaps and ensuring rural residents receive equitable care.

What are some of the government initiatives and reimbursements that support this approach?

Government programs are essential for driving innovation in behavioral health care.  Waivers under Medicaid’s Section 1115, as example, allow states to reimburse providers for addressing health-related social needs, like housing or food assistance, which can significantly impact behavioral health outcomes. We also see growing federal and state-level investments in crisis response systems, many of which are funded by initiatives like the 988 Suicide and Crisis Lifeline.  At Bamboo Health, we help providers turn data into action by integrating real-time insights into care workflows. This enables organizations to address the needs of high-risk populations and close care gaps while supporting opportunities for reimbursement. These advancements are critical for leveraging government programs like Medicaid waivers and crisis response funding, while building healthier, more connected communities.

What other government changes and reimbursement changes would you like to see to improve the care patients receive?

I’d like to see greater flexibility in reimbursement models to support integrated care delivery and the use of care navigators. Enhanced funding for telehealth services and mobile crisis units, particularly in rural areas, would also be transformative. Finally, incentives for collaborative care models that integrate behavioral health into primary care would ensure that more individuals receive holistic, person-centered care.

What advice would you give to a healthcare organization when it comes to improving access to behavioral health?

Start by investing in data-driven care solutions that streamline access and connect individuals with the right level of care. Build partnerships with community-based organizations and social services to address the social determinants of health that often underlie behavioral health crises. Finally, focus on workforce well-being by providing resources and support to retain skilled behavioral health professionals while exploring innovative staffing models to meet growing demand.

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