Penn Medicine Experience Feedback program

At Penn Medicine, we are committed to providing exceptional care and continuously improving the patient experience. Our Penn Medicine Experience (PMX) Feedback program is a vital tool in achieving that goal.

How are we doing? View PMX Feedback results.

The PMX Feedback survey collects and measures ratings from Penn Medicine patients of all ages, conditions, insurance types, and locations. Patients can also receive and respond to the survey in dozens of languages, ensuring they can share feedback in the language they prefer. The large variety of patients we survey sets us apart from other organizations that often base ratings on feedback from a less diverse patient pool.

How the PMX feedback program works

We collect feedback through brief surveys sent directly to patients via text message shortly after their visit to one of our hundreds of medical practices.

These surveys are designed to gather insights into various aspects of the outpatient experience, including:

• How well we met the patient’s needs during their visit
• How well the team worked together to care for the patient
• How likely the patient is to recommend their healthcare provider
• How likely the patient is to recommend the practice

Once collected, feedback is carefully analyzed to identify trends, areas for improvement, and opportunities for enhancing patient care. The PMX feedback program also has a major advantage when compared with other patient surveys: flexibility. If any aspect of the patient experience needs to be looked at more closely, the PMX team can add customized survey questions to help better understand issue and inform improvements.

PMX feedback data: how are we doing?

Between July 2021 and September 2023, more than 4.8 million PMX Feedback surveys were sent to patients after a visit to a Penn Medicine practice. We received more than 1.4 million responses. This 30% response rate is significantly higher than what we previously captured from patients (about 15%), and more than the industry standard (about 16%).

Patients reviewed their experience on a scale of 1 to 5, with 5 being very likely, very good, or very well.

• 1,423,891 patients (93%) chose 5 on a scale from 1 to 5 when asked “What degree did we meet your needs during your visit”
• 1,175,434 patients (93%) chose 5 on a scale from 1 to 5 when asked “What is the likelihood of recommending the provider you saw today?”
• 999,089 patients (91%) chose 5 on a scale from 1 to 5 when asked “What is the likelihood of recommending the practice to others”
• 987,037 patients (92%) chose 5 on a scale from 1 to 5 when asked “How well did the team work together to care for you”

Analyzing data in close-to-real-time

Before the PMX Feedback program began in July 2021, Penn Medicine collected patient feedback with long surveys sent by mail and email. Those surveys had a response rate of less than 15% and about a six-week lead time to receive and analyze feedback. Data from the surveys also was difficult to tie to practice data, which helps identify issues that lead to negative experiences.

Now, with the PMX Feedback program, 30% of patients respond to the five-question, text-based surveys. We can more easily connect a survey response with data in our practices, and it takes fewer than three days to collect and analyze survey data and begin to make plans to improve.

We treat every piece of critical feedback as an opportunity for growth.

Since the PMX Feedback program began, our team has engaged with more than 150,000 patients who shared concerns about their experience. Through conversations with those patients, we often learn more about their feedback and gain valuable insights that allow us to continuously refine and improve the patient journey at Penn Medicine.