Due to her father’s work as an engineer, Paula John moved around a lot in her youth. She often felt seen but not heard in the relationship with her dad. With her own family, she tried hard to listen, and she expected the same consideration from her local Houston health agency, she told former NPR host Bill Littlefield. When she reached out to the agency for help with an illness, and it sent her home empty-handed after a four-hour wait, she gave it harsh feedback. “She was right,” said Cathy Moore, executive director of Epiphany Community Health Outreach Services (ECHOS). “Some of the things she said were some of the things we focused on most.”

Through a Listen for Good grant, ECHOS began regularly surveying clients like John and responding to their feedback to transform the way ECHOS works.

https://ssir.org/podcasts/entry/how_client_feedback_helped_transform_a_houston_health_agency