UNIVERSITY STUDENTS' USE OF MENTAL HEALTH SERVICES IN ASTANA, KAZAKHSTAN: A QUALITATIVE STUDY

Abstract

Background. Despite the growing mental health challenges on the part of university students in Kazakhstan, little is known about how they experience the offered on-campus counseling services. This qualitative study explores the factors that influence students’ utilization of mental health services, their perceptions of accessibility and service quality, and their recommendations for improving support systems in higher education institutions.

Methods. In-depth semi-structured interviews were conducted with 11 students from 5 universities in Astana. Interviews were transcribed, de-identified and analyzed using thematic analysis approach.

Results. Seven key themes were identified, corresponding to personal, institutional, and cultural influences on help-seeking behavior. Findings indicate that facilitators of service use included convenient locations, digital scheduling, and visible promotion. However, structural barriers, such as delayed appointments, insufficient immediate care, and rigid service hours often discouraged engagement. Cultural stigma, language limitations, and gendered expectations further inhibited help-seeking, particularly among male students. Perceptions of service quality varied widely, with private university students reporting greater satisfaction compared to those at public institutions. Students emphasized the importance of counselor professionalism, empathy, and cultural competence.

Conclusion. Enhancing the visibility and accessibility of counseling services, improving counselor training, and promoting stigma reduction through culturally sensitive mental health education are recommended. These findings provide actionable insights for universities, policymakers, and practitioners aiming to improve student well-being in Kazakhstan.