Clients Speak Out 2004, Fourth Annual Statewide Client Satisfaction Survey

• NCJ Number: 208360
• Author(s): Felix Rodriguez Ph.D.
• Date Published: August 2004
• Length: 224 pages
• Corporate Author: Washington State University
• Sale Source: Washington State Dept of Social and Health Services
• Publication Format: Document
• Publication Type: Survey
• Language: English
• Country: United States of America

Annotation

This report presents findings from the fourth annual statewide client satisfaction survey to assess clients’ perception of the quality of alcohol and drug treatment services.

Abstract

The Washington State Division of Alcohol and Substance Abuse (DASA) commissioned survey included information from 403 agencies, representing 87.3 percent of the 462 certified treatment centers in Washington State. The total number of completed surveys analyzed for this report was 17,923, which represents almost 75 percent of clients receiving treatment in participating agencies during the survey period. The findings indicated that, overall, just over 95 percent of adult clients in community treatment programs were satisfied with the services they received, compared to 53 percent who were very satisfied and 42 percent who were mostly satisfied. A full 90 percent of community treatment clients would return to the same program if they were to seek assistance again. Of adult clients receiving treatment in Department of Corrections (DOC) treatment programs, over 91 percent reported being satisfied with the services. Over 67 percent of DOC adult clients would return to the same treatment program for future assistance. Other findings revealed that 92 percent of youth clients in community treatment programs were happy with the services they received, compared with 69 percent of youth clients in Juvenile Rehabilitation Administration (JRA) treatment programs who reported being satisfied with their programming. Only just over 34 percent of JRA clients would return to the same program for future assistance. Among community outpatient clients, African-Americans were less satisfied (92.1 percent) with their treatment than were their White counterparts (96.8 percent); this trend held true for youths in community treatment programs. Approximately 98 percent of community outpatient adults reported being treated with respect by treatment staff compared to 92 percent of youth in community residential treatment programs. The report includes discussions on how providers and policymakers can make use of the results of the statewide client satisfaction survey. Tables, technical notes, appendixes