Penn Medicine has measured patient satisfaction for many years in an effort to provide the best care for our patients and continue improving every day. We're now sharing that feedback publicly so patients can make the best decisions for their care.
Penn Medicine has been measuring the satisfaction of our patients
for many, many years to ensure that we provide the best care for
our patients and continue to improve every day. Sharing our patient
satisfaction scores with the public is part of our quality mission
and we are committed to providing the information you need to make
important decisions about your health care.
The survey
Penn Medicine uses a survey tool system to measure our patients'
satisfaction that is managed through an independent third party,
Press Ganey Associates. Press Ganey
has been partnering with hospitals and health systems for more than 30
years and works with more than 26,000 health care organizations.
After an outpatient visit, a patient may receive either an email survey
or a survey in the mail about the most recent visit with the provider.
The survey contains questions about the specific visit including questions
about the provider who took care of you. A provider is a physician or
an advanced practice provider such as nurse practitioners (NPs) and physician
assistants (PAs) who took care of you on this visit. All information is
kept confidential.
Ratings and reviews
The ratings and reviews on the provider profiles are from these patient surveys.
There are many questions about the patient's visit on the survey including scheduling,
wait time, the provider, etc. The ratings and reviews are specifically about the providers.
The ratings are based on the responses to the questions that have a rating scale of 1 to 5
where 1 is the worst and 5 is the best. Below are the questions from the survey that
you can see for any Penn Medicine provider.
- Friendliness of the care provider.
- Explanations the care provider gave you about your problem or condition.
- Concern the care provider showed for your question or worries.
- Care provider's efforts to include you in decisions about your treatment.
- Degree to which the care provider talked to you using words you could understand.
- Amount of time the care provider spent with you.
- Your confidence in the care provider.
- Likelihood of your recommending this care provider to others.
There is an additional question about wait time at the clinic.
Are all comments posted?
All ratings and comments are updated monthly. Older comments do not
display after a year online. We post all comments from the Provider
section, both positive and negative, with the exception of those
containing offensive or malicious language; any information (names,
details of a clinical concern, etc.) that jeopardize patient
confidentiality or privacy, and comments unrelated to the provider.
Why don't we see patient ratings for every physician?
Star ratings are only displayed for providers for either the past 12 months or the 30 most recent surveys.
This ensures that the data we provide are statistically valid.
In addition, non-employed providers are not surveyed by Penn Medicine.