Case Studies

Meridian & Nottingham CityCare Partnership


Nottingham CityCare delivers over 65 free NHS services in partnership with commissioners, local people, health professionals, charities and voluntary groups, in Nottingham, Nottinghamshire and beyond.

They need a managed service to help them gather feedback from all their services with a large number of bespoke surveys. They also need to meet requirements for CQC, CQUIN targets, feedback to the commissioners, CityCare Board and Quality and Safety Group

Meridian provides staff with an easy to use, very visual system, which provides quick access to data. A managed service from Optimum Health Technology has meant that a Client Support Advisor has been available to help answer any questions. The implementation of Meridian has been adapted to also meet the specific needs of the Community Services Team.

The benefit of features such as the CQC summary, Linked Actions and report scheduling has meant that Nottingham CityCare has been able to improve the data collection channels in use and have now started using iPads to gather feedback onsite and text messages for patients offsite.

“Meridian is vital to our organisation in a number of ways. Without it we would not have to ability to know how our patients and people who have accessed our services are feeling. We are in safe hands with Meridian managing our feedback mechanisms”

Kate Whittaker

Head of Patient and Public Involvement

Meridian & Tees, Esk and Wear Valleys


Tees, Esk & Wear Valley use Meridian to support their clinical teams in the collection of patient and carer experience feedback and the analysis and dissemination of the results. The system is also used by the PaCE team to coordinate participation in the annual National Community Mental Health Survey and to support Commissioning for Quality and Innovation (CQUINs) projects and Quality Account initiatives where required. 

Survey Design - Meridian designs surveys that are user friendly and inclusive of the diverse needs of service users

Data collection - Free-standing kiosks are provided for patients to use, Meridian also collates all FFT and patient and carer survey data.

Reporting - The reports meet the trust’s internal & external reporting and monitoring requirements. Reports can be accessed the moment the data is entered and can send out reports to whoever needs them on a monthly basis.

“We transferred to Meridian for the collection of feedback in April 2017.  Although it’s early days we are already seeing the benefits in efficiencies but more importantly, accessing results in  “real time” enables staff to act on feedback much quicker. 

The transition to Meridian has been very smooth and the team at Optimum Health Technology listen to our suggestions for future developments to the system.”

Matthew Thompson

Project Manager, Patient and Carer Experience Team