Congning Ni, Sarvech Qadir, Bryan Steitz et al.
Mental health concerns are often expressed outside clinical settings, including in high-distress help seeking, where safety-critical guidance may be needed. Consumer health informatics systems increasingly incorporate large language models (LLMs) for mental health question answering, yet many evaluations underrepresent narrative, high-distress inquiries. We introduce UTCO (User, Topic, Context, Tone), a prompt construction framework that represents an inquiry as four controllable elements for systematic stress testing. Using 2,075 UTCO-generated prompts, we evaluated Llama 3.3 and annotated hallucinations (fabricated or incorrect clinical content) and omissions (missing clinically necessary or safety-critical guidance). Hallucinations occurred in 6.5% of responses and omissions in 13.2%, with omissions concentrated in crisis and suicidal ideation prompts. Across regression, element-specific matching, and similarity-matched comparisons, failures were most consistently associated with context and tone, while user-background indicators showed no systematic differences after balancing. These findings support evaluating omissions as a primary safety outcome and moving beyond static benchmark question sets.