Objectives This study was conducted to examine the obstacles in the use of healthcare from the perspective of family caregivers based on their experience of mental healthcare services and to identify practical recommendations according to the family’s needs. Methods A focus group interview was conducted with 59 family caregivers of patients with mental disorders. They were asked about the first moment when they took the patient to a psy-chiatric hospital, their feelings, and experiences during the treatment, relapse or readmission, access to healthcare and obstacles. The results were analyzed in a three-step procedure using grounded theory analysis. Results The results showed that the social prejudice and stigma toward mental disorders ex-perienced by the family caregivers hindered the initial treatment approach. Discrimination and disadvantages in healthcare, and poor access to community mental healthcare services, lowered the reliability of institutions and services. A decrease in the sense of healing due to distrust in the treatment and disruption of family life can lead to a vicious circle that affects the continuity of treatment and could result in issues such as the stopping of treatment or difficulty in accessing treatment in case of relapse. Conclusion Based on these results, policy tasks were proposed to improve accessibility to mental health services according to the needs of the patient’s family.