2025 Social and Health Services Client Survey

Aug 2025 |
11.278
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The biennial Client Survey shares the experiences of Washingtonians who use social and health services in the state. The results highlight where services are strong and where customer service can be improved.

Between October 2024 and May 2025, the Research and Data Analysis Division of the Washington State Department of Social and Health Services (DSHS) conducted 1,167 telephone interviews with randomly selected clients who received services from at least one of ten programs between May 2023 and April 2024. The programs are in DSHS (Aging and Long-Term Support, Division of Child Support, Community Services Division, Developmental Disabilities, and Vocational Rehabilitation), Health Care Authority (Apple Health/Medicaid, Mental Health Services, Substance Use Disorder Treatment Services), and Department of Children, Youth, and Families (Child Welfare Services).

Results show that clients continue to be satisfied with program services and to say that programs are helpful for them and their families. Compared to 2023, clients are significantly more satisfied with phone access to staff, even as this also remains an area for ongoing improvement. On all other questions, results were stable, and there were no significant declines in satisfaction.

In their comments, clients express appreciation for compassionate staff and gratitude for the services they receive. They also mention that program resources don’t always keep up with growing needs and that navigating the system can be challenging.

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