Invisible Obstacles: Insights from a Secret Shopper Study on Treatment Accessibility for Problem Gambling
Abstract
The rapid expansion of gambling options, particularly in sports wagering, raises concerns about whether treatment accessibility for individuals experiencing gambling-related harm has progressed in kind. With only about 1 in 5 adults with gambling disorder typically seeking treatment, the need for accessible and effective resources is crucial. Gambling helplines serve as a frontline resource and critical access point for those seeking treatment. This study aimed to enhance our understanding of the patient experience when seeking help for problem gambling in states where sports wagering is legal. Procedural barriers encountered when contacting the National Problem Gambling Helpline (1-800-GAMBLER) were assessed using a secret shopper methodology. This pilot study was conducted to develop and refine a structured procedure, caller script, and data collection record form to optimally assess variables of interest. Data was collected through calls to the helpline across five states, focusing on call processes and metrics, clinic characteristics, capabilities, and treatment availability. Means, frequencies, and percentages for variables of interest are summarized, and potential barriers to treatment access are discussed. Findings suggest that although the helpline offers valuable resources and effectively connects callers with trained professionals, significant challenges remain, including administrative burdens, limited appointment availability, high treatment costs, and restrictive gatekeeping procedures. Data-driven recommendations to enhance the helpline's effectiveness include implementing standardized procedures for regularly verifying and updating clinic information and streamlining appointment scheduling processes. The findings of this study can help guide policymakers and treatment providers in improving access to problem gambling treatment, particularly in states where the legalization of sports wagering has increased demand for these services.
Start Time
16-4-2025 10:00 AM
End Time
16-4-2025 11:00 AM
Room Number
304
Presentation Type
Oral Presentation
Presentation Subtype
Grad/Comp Orals
Presentation Category
Social Sciences
Faculty Mentor
Meredith Ginley
Invisible Obstacles: Insights from a Secret Shopper Study on Treatment Accessibility for Problem Gambling
304
The rapid expansion of gambling options, particularly in sports wagering, raises concerns about whether treatment accessibility for individuals experiencing gambling-related harm has progressed in kind. With only about 1 in 5 adults with gambling disorder typically seeking treatment, the need for accessible and effective resources is crucial. Gambling helplines serve as a frontline resource and critical access point for those seeking treatment. This study aimed to enhance our understanding of the patient experience when seeking help for problem gambling in states where sports wagering is legal. Procedural barriers encountered when contacting the National Problem Gambling Helpline (1-800-GAMBLER) were assessed using a secret shopper methodology. This pilot study was conducted to develop and refine a structured procedure, caller script, and data collection record form to optimally assess variables of interest. Data was collected through calls to the helpline across five states, focusing on call processes and metrics, clinic characteristics, capabilities, and treatment availability. Means, frequencies, and percentages for variables of interest are summarized, and potential barriers to treatment access are discussed. Findings suggest that although the helpline offers valuable resources and effectively connects callers with trained professionals, significant challenges remain, including administrative burdens, limited appointment availability, high treatment costs, and restrictive gatekeeping procedures. Data-driven recommendations to enhance the helpline's effectiveness include implementing standardized procedures for regularly verifying and updating clinic information and streamlining appointment scheduling processes. The findings of this study can help guide policymakers and treatment providers in improving access to problem gambling treatment, particularly in states where the legalization of sports wagering has increased demand for these services.