Department of Social and Health Services
Client Survey 2001
Executive Summary
DSHS is committed to listening to its customers and incorporating client
feedback into the strategic planning process. The DSHS Client Survey asked the
agency's clients a number of questions based on the goals in the agency's
Balanced ScoreCard. The Balanced ScoreCard outlines the agency's major goals
and details measures to assess whether goals are achieved. The following summary
lists each of the applicable Balanced ScoreCard goals and the major findings of
the survey questions that addressed that goal.
Goal: DSHS Services Are of High Quality The survey found that overall client satisfaction rates were high. Almost
all (nine out of ten) DSHS clients said that DSHS services had helped them.
About eight out of ten thought that DSHS and the programs they utilized do good
work. More than seven out of ten clients said they were satisfied with services.
Programs Help Clients. 89% said program services have helped them
Agency Quality. 79% agreed that thinking of all programs together, DSHS
does good work
Quality of Services. 77% felt that their program does good work
Program Satisfaction. 73% indicated they were satisfied with program
services
Goal: People Are Treated With Courtesy and Respect Most clients were satisfied with staff courtesy and respect; eight in
ten clients responded positively to questions about staff attributes.
Courtesy and Respect. 84% reported that they were treated with
courtesy and respect
Listening to Clients. 81% said staff listened to what they had to say
Understanding Client Needs. 79% felt that staff understood their needs
Goal: DSHS Services Are Easy to Access and Timely Clients were quite satisfied with the physical location and operating
hours of DSHS facilities; more than eight out of ten were satisfied. They were
less positive about the timeliness and ease of obtaining services; less than
seven out of ten clients gave positive responses.
Location. 83% reported it was easy to get to their program
Convenient Hours. 81% felt their program was open at times that were
good for them
Timeliness of Service. 67% said they got their services as quickly as
they needed
Timely Phone Response. 64% said program staff returned their calls
within 24 hours
Ease of Access to Services. 63% felt it was easy to get services from
their program
Goal: Information About Services is Clear and Available Some clients had difficulty obtaining information about DSHS
programs. About three out of four clients reported that information from DSHS
was available and clear.
Clarity of Information. 79% related that program staff explained
things clearly
Knowledge of Available Services. 76% knew what program services there
are for them and their family
Availability of Information. 74% indicated it was easy to get the facts
they needed about services
Goal: DSHS Clients Live as Independently as Possible Not all clients felt they were involved in choices about services.
Slightly more than seven out of ten clients indicated that they participated in
planning and choosing services.
Participation in Choices. 72% felt that they were involved in making
choices about services
Participation in Planning. 71% said that they helped make plans and
goals about their services
Goal: DSHS Coordinates Service Delivery There appears to be room for improvement in the area of service
coordination. About six out of ten clients gave positive responses to questions
about coordination of services.
Agency Coordination of Services. 65% agreed DSHS makes sure all their
services work well together
Staff Coordination of Services. 60% indicated that someone from DSHS
helps them with services from all of their DSHS programs
Other Areas of Concern The survey included open-ended questions asking what clients liked
about DSHS, and eliciting suggestions for improvement and other comments. Major
themes included:
Staff Courtesy. More than 400 comments related to staff courtesy; 60%
of these were positive. When clients were asked what they liked best about
DSHS, many praised their workers. Conversely, when asked what DSHS can do
better, clients suggested staff courtesy as an area of improvement
Additional Program Resources. More than 200 comments mentioned needing
additional assistance, or more medical and dental providers
Additional Staff Resources. More than 100 comments related to the need
for additional program staff or a reduction in staff turnover. A number of the
other comments related to issues like waiting times or staff availability that
may be related to high caseloads
Download
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the
briefing paper: "Department
of Social and Health Services Client Survey 2001"
Publication Date: 12/2001. Report Number 11.103, (449 KB)
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and Health Services, go to
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Copyright 2004 Washington State Department of Social and Health Services.
