Penn Medicine offers the opportunity to voice your opinions on patient satisfaction.

Penn Medicine and its physicians, nurses, and health care specialists are committed to providing you with excellent clinical care and service. Patients who have any concerns regarding care have the right — without recrimination — to voice those concerns, have them reviewed, and, when possible, resolved.

Patients will also receive a Patient Satisfaction Survey in the mail after their visit. Penn Medicine wants to know how the patient experience may be improved.

Please contact Penn Medicine if you feel we have not met your expectations. You may complete this online form or call our Patient & Guest Relations offices at the following numbers:

  • Chester County Hospital

  • Good Shepherd Penn Partners

  • 215-893-6533

  • Hospital of the University of Pennsylvania

  • Lancaster General Hospital

  • 717-544-5050

  • Penn Presbyterian Medical Center

  • Pennsylvania Hospital

A Patient & Guest Relations representative will review and respond to messages received. The contact us form is available 24 hours a day, 7 days a week. All messages are responded to within three business days.

If you or a family member thinks that a complaint or grievance remains unresolved through the Patient and Guest Relations resolution process, or regardless of whether you have used the Patient and Guest Relations resolution process, you have the right to contact the following organizations about your concerns:

  • The Division of Acute and Ambulatory Care
    Pennsylvania Department of Health
    P.O. Box 90
    Harrisburg, PA 17120

  • Department of Health Services Center for Medicare and Medicaid Services (CMS)
    Centers for Medicare & Medicaid Services
    7500 Security Boulevard
    Baltimore, Maryland 21244-1850

For concerns related to quality and safety-of-care issues (including premature discharge) or the safety of the environment, contact:

  • The Joint Commission
    Office of Quality and Patient Safety
    One Renaissance Boulevard
    Oakbrook Terrace, Illinois 60181
    Fax: 630-792-5636

Patient Testimonials

Jocelyn C. said:

"I wish to express my deep appreciation for the wonderful care I received at the Hospital of the University of Pennsylvania. Everyone from the nurses to the doctors to the respiratory therapists — everyone — was absolutely fantastic, professional, caring and outstanding. I can't say one negative thing about HUP. I received outstanding care throughout my four days and came home vastly improved… thank you HUP so much for taking excellent care of me. I will never forget it. I hope I never need to be there again, but knowing that should I get sick again, that such wonderful, skilled people are at HUP, is eminently reassuring.”

Bob D. said:

"The entire staff did everything possible to make an anxiety-causing situation as relaxing and painless as possible."

Brenda F. said:

"Thank you so much for your excellent service and consideration. We stopped in for an unplanned asthma check and you got my son in quickly. It is great to know we have such an amazing health care facility right around the corner from us. All of the staff are excellent."

Beth L. said:

"Staff couldn't have been more pleasant, friendly and accommodating. Took a stressful situation (for me) and made it a very good experience. Everyone was very professional. I would highly recommend University of Pennsylvania to others."

John W. said:

"Your new facility, Perelman Center for Advanced Medicine is very comfortable but the best asset is the team of nurses and doctors. They are all so kind, caring and helpful. I can't say enough great things of how they do their job and take care of patients, it's wonderful."

Tim A. said:

"My care was excellent and the facilities were top notch… Nurses, aides and support personnel were outstanding, cheerful and very helpful and got me on my way in record time. I cannot say enough about the experience. I was sent to Penn because my PCP (primary care provider) had an experience there as a cardiac patient, and he was not wrong that the care, facilities and doctors are first rate…. All in all, thanks so much to everyone — I will recommend Penn to anyone who asks!"

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