2026 CASE STUDY
Solving Survey Inconsistency Across Meridian Healthcare’s 34 Diverse Programs
Partner Spotlight: Meridian Healthcare
The Challenge
Standardizing Feedback Across a Complex Network
As a behavioral health agency serving 14 counties in North Central Florida with over 34 different programs, Meridian faced significant hurdles in gathering reliable client feedback:
Lack of Randomization: Clinician-led surveys were inconsistent, as some providers were diligent while others were unaware the surveys existed.
Geographic and Programmatic Diversity: Overseeing levels of care ranging from primary care to inpatient and residential treatment required a centralized feedback solution that delivered both high-level organizational snapshots and site-specific performance metrics.
Preserving Anonymity: In residential settings, capturing candid feedback required a system where clients felt safe from staff monitoring.
Leadership Visibility: Senior leadership needed a more efficient way to monitor performance indicators across all sites without relying on manual reporting.
The Solution
Pulse For Good's Autonomous Listening Engine
Meridian implemented Pulse For Good kiosks to create a standardized, automated feedback loop that removed the burden of distribution from clinicians and scaled well across diverse locations.
Autonomous & Anonymous
The kiosks provide a safe, private space for members to share true feelings without staff intervention.
Real-Time Dashboards
Staff gained instant access to a survey dashboard, transforming raw sentiment into actionable data.
Consistent Monitoring
Results can be reviewed 24/7 to ensure any issues are addressed immediately.
The Results
Insights Behind the Data
The integration of Pulse For Good has significantly elevated the quality of Meridian's organizational oversight. Key outcomes include:
Immediate Crisis Resolution
A client used the kiosk to express confusion regarding an impending court hearing; staff received the feedback in real-time and intervened to ensure the client successfully attended.
Evaluating Program Changes
Real-time feedback helps leaders gauge whether recent program changes are a "hit" with clients or if they require further adjustment.
Individualized Adaptation
The Pulse For Good system provided the ability to analyze performance by program, location, or specific dates and adapt to unique conditions.
Operational Agility
Real-time dashboards enabled senior leadership to act on feedback immediately rather than waiting for quarterly reviews.
Implementation
From Feedback to Transformation
1. Michelle Lisk, Senior VP of Organizational Excellence, attributes Meridian’s success to a strategic approach to implementation.
Meridian added all senior leaders as viewers in the Pulse portal, enabling them to view real-time metrics for their specific sites.
Rather than filtering data through reports, Meridian prioritized giving leaders direct portal access, finding that real-time visibility was far more meaningful than static summaries.
Meridian is currently expanding its feedback reach by utilizing QR codes and survey links to capture data from telehealth clients who do not visit physical locations.
Meridian uses intentional kiosk placement in neutral areas like cafeterias to increase the volume and candor of feedback.
Conclusion
Bridging the Gap Through Listening
By replacing inconsistent manual surveys with a robust kiosk network, Meridian has enhanced its feedback process while maintaining the anonymity essential for behavioral health treatment.
Pulse For Good’s automated system has provided senior leadership with the oversight necessary to manage 34 diverse programs across 14 counties, offering real-time snapshots and monitored indicators to track organizational growth or recession.
Thanks to Pulse For Good’s feedback solutions, Meridian has been able to move beyond general scores and proactively resolve specific operational gaps across a wide range of programs.
Why Choose Pulse For Good?
Go Beyond Traditional Surveys
Meridian Healthcare transformed their operations by listening to their community's voice. You can achieve similar results by utilizing Pulse For Good's purpose-built feedback system:
Safety First
Pulse For Good kiosks are designed specifically for high-risk environments, ensuring that fear and power dynamics do not skew the truth.
True Anonymity
Unlike traditional surveys that may carry a risk of retaliation, PFG kiosks provide a secure, private way for members to share their real experiences.
Real-Time Insights
Access feedback data immediately through intuitive dashboards, allowing you to identify and address trends before they become major issues.
Proven Results
Organizations using PFG kiosks see more than 7x higher response rates than traditional paper surveys, leading to earlier detection of issues and more confident decision-making.
Better Begins With Listening
Transform your organization's approach to community feedback and create meaningful change through real-time insights.
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