2023 Social and Health Services Client Survey

Between October 2022 and April 2023, the Research and Data Analysis Division of the Washington State Department of Social and Health Services (DSHS) conducted 1,157 telephone interviews with randomly selected clients who received services between May 2021 and April 2022. Most services covered in the survey were provided by DSHS. Medical assistance, community-based mental health services, and substance use disorder services were provided by the Washington State Health Care Authority. 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 2023 Client Survey is the second survey to gather client feedback since the COVID-19 pandemic. Results suggest overall declines in satisfaction since the last major survey in 2021, much of which can be attributed to the extensive and continuing impact of the pandemic. Areas of significant decline indicate challenges with access to staff and ease of receiving services. Despite these challenges, clients remain highly satisfied with how they are treated by staff and the quality of the services they receive. Comments show that clients appreciate remote options for service delivery, but would like shorter wait times on the phone, faster and simpler application processes, and more user-friendly online systems.