Our Clients Speak: Results from the 2021 Social and Health Services Client Survey

Between October 2020 and March 2021, the Research and Data Analysis Division of the Washington State Department of Social and Health Services (DSHS) conducted 1,251 telephone interviews with randomly selected clients who received services between May 2019 and April 2020. 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; 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 2021 Client Survey started seven months into the COVID-19 pandemic, giving us a window into the client experience during a momentous shift in service provision. Overall, satisfaction with social and health services remained high. As in previous years, the great majority of clients expressed satisfaction with services and their interactions with staff. Compared to 2019, responses to three questions increased in positivity, 10 decreased, and two stayed the same. None of the changes were statistically significant. Access to a live person continues to be a challenge for many clients – an existing issue that worsened during the pandemic. Comments show that clients appreciate remote options for service delivery, but would like more user-friendly online services and easier ways to connect with staff.