The biennial client survey results are in and Apple Health (Medicaid) clients continue to report high satisfaction with their services!
Between October 2024 and May 2025, the Department of Social and Health Services (DSHS) Research and Data Analysis Division conducted 1,167 phone interviews with Washingtonians receiving services across multiple state programs, including Apple Health, on behalf of the Health Care Authority (HCA).
Some of the highest ratings revolved around Apple Health customer service, reflecting a strong customer experience from first contact to last impression. By rethinking how the customer service teams help, HCA is strengthening the bond between government and people, making it easier to access care, share their stories, and feel seen.
Key survey findings
This year’s survey shows exceptional satisfaction across key areas for Apple Health:
- 99% of clients said the program was helpful (a 2% increase since 2023).
- 93% said staff were courteous and respectful.
- 92% said staff listen and explain things clearly.
- 85% said their calls were returned within 48 hours (a 2% increase since 2023).
- 82% said it was easy to contact a live person (a 5% increase since 2023).
Apple Health is moving in the right direction, and these results reflect intentional improvements in how Apple Health connects with clients—focusing on clear information, respectful interactions, and timely support across phone, online, and in-person channels. Ongoing feedback from our clients continue to guide improvements across the program.
Dana Eklund, Deputy Section Manager at HCA’s Medicaid Eligibility Determination Services, highlighted improvements to the eligibility process, including 24/7 online access, real-time results through Washington HealthplanfinderTM, and a person-first customer service approach that helps improve the overall customer experience.
Client experiences bring data to life
Numbers tell part of the story, but Apple Health members bring it to life, revealing how access to coverage creates peace of mind, confidence, and hope!
Heather described her experience with Apple Health as “finding a pot of gold at the end of [her] rainbow.”
For John, coverage meant finally being able to take care of long-overdue health needs, including colonoscopies, hernia treatment, hearing evaluations, and blood draws. Reflecting on his experience, he shared, “I’ve been able to take care of health things I’ve been putting off for a long time.”
After a breast cancer diagnosis, Bella shared that qualifying for Apple Health provided relief during an uncertain time and confidence in her future treatment options when she needed it most.
Share your story
If you would like to share your Apple Health success story, complete our submission form to let us know how Apple Health has made a difference in your life.
Learn more
Overall, the feedback is clear, Apple Health continues to make a positive, meaningful impact on individuals and families across the state. If you want to find out if Apple Health is right for you, view eligibility requirements and how to apply at hca.wa.gov/apple-health.
For more information about the survey, view the 2025 Social and Health Services Client Survey.