2017 Social and Health Services Client Survey

Between October 2016 and April 2017, the Washington State Department of Social and Health Services and the Washington State Health Care Authority surveyed 1,229 clients who received services between April 2015 and March 2016. These clients were asked about their satisfaction with social and health services and recommendations for change. As in previous years, the great majority of clients expressed satisfaction with services and their interactions with staff. Considering all programs together, ratings either stayed the same or improved on all questions. There were statistically significant increases in ratings of overall helpfulness, ease of getting to program offices, getting services as quickly as needed, and program staff explaining things clearly. The survey identified opportunities for improvement in certain programs, such as getting services quickly (Mental Health) and being able to talk to a live person when needed (Community Services). Suggestions for process improvement indicated interest in expanding online services, streamlining application processes, and finding easier ways to connect with staff.