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.
- 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.
- 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, comments that question clinical competency 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.