2019 Social and Health Services Client Survey

Between September 2018 and April 2019, the Research and Data Analysis Division of the Washington State Department of Social and Health Services (DSHS) conducted 1,222 telephone interviews with randomly selected clients who received services between May 2017 and April 2018. Most services covered in the survey were provided by DSHS; medical assistance, mental health services and substance use treatment services were provided by the Washington State Health Care Authority; and children and family services were provided by the Department of Children, Youth, and Families. Clients were asked about their satisfaction with social and health services and for recommendations for change. The 2019 survey is the most positive on record. Over half (12 of 20) of the standard questions are at new highs. Compared to the 2017 survey, there were statistically significant improvements in ease of getting services, reaching a live person, timely responses to calls, knowledge of available services, ease of getting information, and client involvement in receiving services. There were no statistically significant decreases. Comments show that there are still some areas where many clients desire improvement, including more information about what services are available, easier ways to connect with staff, and streamlined application processes.