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.

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.

Contact Patient and Guest Relations

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:

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