Our clients are the heart of our work. Every day, we walk alongside community members to help them access resources that improve their health and well-being. Listening to our clients is essential to how we do this work. Their feedback helps us improve the resource navigation experience and refine how we support people in reaching their goals.  

In 2023, our data and reporting team had the opportunity to participate in Listen4Good, a program provided by the Michigan Health Endowment Fund. The 18-month initiative equips organizations with tools, coaching, and strategies to both strengthen client feedback systems and use that feedback to spark meaningful improvements. 

Through this program, our data and reporting team partnered closely with our client services team to redesign how we collect and use feedback. Together, we have developed a stronger survey to better understand clients’ experiences with our navigation services and ensure their voices shape our work. 

The process was intentionally iterative:  

• 2023: Developed and improved survey with guidance from our Listen4Good coach. 

• 2024: Implemented the survey with the support of our client services team. 

• 2024-2025: Analyzed feedback and identified opportunities to strengthen our services. 

Turning Feedback into Action 

Listening is only the first step. We are committed to using what we learn to strengthen our programs, improve client experience, and ensure our services remain responsive to community needs. Since gaining feedback from the initial Listen4Good surveys in 2024, we have: 

• provided refresher training on our Care Model © and implemented more tools to support clients in goal setting and offer more methods for clients to use when advocating for themselves. 

• focused on techniques to build trust with our clients and partners. 

• continued to engage in advocacy efforts with our partners to highlight areas of need within our community.  

What We Learned in 2025 

In 2025, we continued gathering feedback while implementing improvements based on what we heard. Our team spoke to 255 clients about their experiences working with Health Net of West Michigan. Their insights highlight both the strengths and opportunities for growth. 

• 100% of clients said they were always treated with respect by our team. 

• 90% of clients felt confident using the resources from our team when they were ready. 

• 91% of clients said they were extremely satisfied or somewhat satisfied with their most recent interaction with Health Net. 

Listening, Learning, and Improving 

Client voices continued to shape the way we serve our community. By listening carefully and responding thoughtfully, we continued to refine our approach to resource navigation and strengthen the support we provided.