Behavioral Health & Developmental Services Customers Agree that Services Improve Quality of Life

The Virginia Beach Department of Human Services (DHS) Behavioral Health & Developmental Services (BHDS) division has released the results from its 2025 Customer Satisfaction Survey, conducted Nov. 3-21 in partnership with Old Dominion University’s (ODU) Social Science Research Center.

The annual survey, required under the Community Services Performance Contract and the Code of Virginia, aims to evaluate client satisfaction, service quality and overall experiences across BHDS programs.  

In the 2025 survey, BHDS received 1,226 responses from clients, a 10.6% increase over 2024’s responses. Survey options used a three-point scale: “Agree,” “Disagree” and “Does Not Apply.” 

Clients Highly Satisfied

Respondents reported strong experiences related to quality of person-centered care, respect and engagement in their treatment, underscoring BHDS’ commitment to promoting recovery, independence and community integration.

When asked about interactions with BHDS staff:  

• 97.8% of respondents expressed overall satisfaction  
• 98.8% agree that staff is respectful and helpful 
• 98.5% agree that staff respects their privacy 
• 86.9% said staff returns their calls within one business day 

When asked their view of BHDS services: 

• 96.5% of respondents agreed services help improve quality of life  
• 96% agree their questions and concerns are addressed 
• 95.4% agree that services help them meet their plan goals  
• 94.8% agree services are available at convenient times 

Individual BHDS Units Also Highly Rated 

Behavioral Health Services 

• 95.9% of respondents agree that staff explains treatment options clearly
• 94.5% agree staff listens to them and follow their choices
• 92.3% agree that waiting time to access services was reasonable 

Child and Youth Behavioral Health 

• 98.5% said they learned effective ways to assist their child’s behavioral health
• 94.1% agree that their child has benefitted from services received
• 91.2% agreed their child is better able to cope with daily life 

Developmental Services 

• 99.3% of respondents agreed they can reach service team members as needed
• 98.9% agreed services have positively impacted their/their family member’s life 
• 97.2% agreed they receive informed choices when changing or adding services 

The survey findings help identify areas of strength and best practices in service delivery and potential opportunities for targeted quality improvements.  
 
For more information about DHS and the BHDS division, visit the department website at HS.VirginiaBeach.gov. 

• Survey Results
• Human Services