As the landscape of health care changes, one of the many shifts has been the focus on creating a personalized patient care experience. At Penn Medicine, we encourage our patients and their loved ones to be informed consumers when choosing where and with whom they seek care.
Patient Experience at Penn Medicine
We have been measuring our patients' experiences for many years to ensure that we provide the best care for our patients and continue to improve every day. Sharing our patient experience 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.
Patient and Family Advisory Council (PFAC)
Patient and Family Advisory Councils (PFAC) are important partners, working with hospital staff to create positive change that supports personalized, patient and family-centered care. Penn Medicine has over 30 PFACs across the health system.
Learn more about Patient and Family Advisory Councils at Penn Medicine
Providing Your Feedback to Penn Medicine
Penn Medicine and its health care providers are committed to delivering 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. If you have questions, problems, or unmet needs, please let us know. We would also love to hear patient testimonials if we have exceeded your expectations or if you had had a great experience with one of our caregivers. If you would like to provide feedback about your experience at Penn Medicine, we offer the following options:
Patient Experience Survey
Penn Medicine uses a survey tool, Penn Medicine Feedback, for our medical practice visits to measure our patients' experience. We continue to use a third party vendor, Press Ganey, for any regulatory surveys required by the Center for Medicare and Medicaid (CMS).
After an outpatient visit, a patient may receive a short text message survey about their care (7 questions or less). The survey contains questions about the specific visit including questions about the patient's care experience and the provider who cared for the patient. A provider is a physician or an advanced practice provider such as nurse practitioners (CRNPs) and physician assistants (PA-Cs) who took care of you on this visit. All information is kept confidential.
Listening Lab
A gathering place for stories from across Penn Medicine, the Listening Lab affirms and celebrates listening as essential to the work of healing. In partnership with the University of Pennsylvania, the Penn Medicine Listening Lab is a public website that collects patient, caregiver and healthcare employees' stories to share experiences in an engaging audible format.
The most immediate way is to call one of the phone numbers below, Monday to Friday from 8 am to 4 pm (recommended).
If you prefer not to call, you may submit your question, complaint or compliment via the Patient & Guest Relations contact form. Form submissions will be sent to the appropriate person who can help you. Please allow three business days for a response.
Non-Penn Patient Satisfaction Resources
Complaints or Grievances
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:
- Division of Acute and Ambulatory Care
Pennsylvania Department of Health
P.O. Box 90
Harrisburg, PA 17120
800-254-5164
- Division of Health Facility Survey and Field Operations
New Jersey Department of Health
PO Box 367
Trenton, NJ 08625-0367
800-792-9770
- Department of Health Services Center for Medicare and Medicaid Services (CMS)
Centers for Medicare & Medicaid Services
7500 Security Boulevard
Baltimore, Maryland 21244-1850
800-633-4227
Quality and Safety-of-Care Issues
For concerns related to quality and safety-of-care issues (including premature discharge) or the safety of the environment, contact: