2021 Apple Health client survey has highest scores ever for quality, satisfaction, and access to services

Monday, September 13, 2021

Overall scores among Apple Health (Medicaid) clients in quality, satisfaction, and access to services are higher than ever, according to new client survey results. 1,251 clients were interviewed by telephone between October 2020 and March 2021:

  • 92% of Apple Health clients say it’s easy to get services. This is a 5% increase since 2019 and the highest ever score.
    Blue themed infographic of client survey data from bulleted points in this article
  • 96% of Apple Health clients say the staff who helped them when they called the 800 number listened to what they had to say. This is a 3% increase from 2019.
  • 99% of clients said Apple Health helps them and their families.
  • 94% of clients said they were satisfied with Apple Health services. This is a 3% increase and the highest ever score.
  • 95% of clients said they received clear explanations from their providers about their health care.

 

We are very proud of our staff at HCA for continuing to provide great customer service throughout one of the most challenging years we have ever faced.

The Department of Social and Health Services (DSHS) Research and Data Analysis (RDA) division conducts the biennial survey to measure public service recipient experiences and satisfaction with programs, including Apple Health. Apple Health covers more than 2 million Washingtonians, including more than 850,000 children.

Dawn Chastain works in Apple Health customer service and assists clients when they call into the 800 number. She says the most rewarding part of her job is helping the clients that call in understand the process to get health coverage and to get them where they need to go within our agency.

The COVID-19 pandemic made us rethink the way we do business and provide care for clients. Some improvements we were able to make at a rapid pace were the expansion of telehealth options, access to laptops and phones for clients, and extended coverage due to the public health emergency.

Apple Health helped Penny connect with her son, Garrett, during the pandemic. With Apple Health coverage, Garrett receives inpatient treatment at the Child Study Treatment Center (CSTC) in Lakewood. Before the pandemic, Penny made an eight-hour round trip every week to visit her son. Due to the COVID-19 risk she was no longer able to visit her son in person.

HCA donated laptops to CSTC giving parents the ability to connect with their kids during the pandemic. “I get to physically see my child and that means a lot,” Penny said. “To just see him and physically see that he’s okay, that’s huge.”

Expecting their second child, Angela and her family were living in an area with limited access to medical care. Prior to the COVID-19 pandemic, they had been planning a move to Washington State, which got fast-tracked when the pandemic hit.

Angela called Apple Health and learned her entire family met the eligibility and income requirements to qualify. Angela selected a plan that met her family’s needs. Her daughter was able to catch up on immunizations at her well-child checkup and Angela went to the midwife and birthing center of her choice.

For more information about the survey, or to read the report visit DSHS website.

Individuals can apply for free or low-cost Apple Health coverage year-round. View eligibility requirements and how to apply at hca.wa.gov/apple-health.