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PPLM strives to provide patients with an excellent experience.  We value your feedback and use it to improve the care we provide to you.

How can you provide feedback?

Provide us with an email address in MyChart so that after your visit you will receive an invitation to complete a patient survey

Frequently Asked Questions

What is the patient experience survey?

The patient experience survey is your opportunity to tell us how your appointment went, and how we can improve. We heavily rely on patient feedback in our effort to continuously improve our level of care. We set a high standard for ourselves, but we know that there are always going to be things we can do better. Your feedback helps us prioritize what that should be! 

This survey is not intended to be a formal complaints inbox. Please do not share any sensitive information or urgent requests. If you need to file a complaint, please click here

Who can take the survey?

Any patient who’s provided a mobile number or email address will be invited to take the survey within a day or 2 after their appointment. You’ll have 30 days (about 4 and a half weeks) to complete the survey before the link times out.  

The only exception is if you’ve had a previous appointment in the last 90 days (about 3 months) and already received a survey (we don’t want to spam you!) 

How will I receive the survey?
  • Surveys are sent to your phone or email. 

  • The survey is available to take in English, Spanish, French & Brazilian Portuguese. The survey invite is sent in whichever language you have set to your primary language in the MyChart patient portal. Click here to troubleshoot. 

  • If you don’t have a smartphone, just retype the link from the text message into the browser on your tablet or computer (such as Google Chrome, Safari, or Firefox), like this: 

What should I know about taking the survey?

The survey is broken into several categories: 

  1.  Appointment access 

  1.  Moving through your visit 

  1.  Nurse / Assistant 

  1.  Care provider 

  1. Personal experience 

We’ll admit it – we ask a lot of questions! Don’t feel pressured to answer them all, though. None of the questions are required, so feel free to skip forward to questions you’re most interested in answering.  

If you are seeing questions that aren’t relevant to your appointment, you can skip them! Just scroll down to the bottom of the page and click the ‘next’ arrow. 

Will what I say be private?

Yes! Surveys are sent via Press Ganey, a third party company that specializes in healthcare experience improvement. They only get your contact info from us, so anything you say will not be connected to your name or your health records. You can read their privacy policy here

The survey link sent is unique to you. Read more on Press Ganey’s website here.

I don't think I received the survey. What can I do?

If you didn't receive a text, it might have sent as an email so check your junk folder!  

Search these keywords: 

  • Planned Parenthood 

  • League of Massachusetts 

  • [email protected] 

  • Would like your feedback! / le gustaría recibir su opinión! 

What changes have we made in response to your feedback?

  • Posted appointment instructions on our website to help you prepare for your appointment with us: view here
  • Improved our online scheduling system to make booking appointments easier than ever

  • Upgraded our patient portal to allow you to see your lab results, request your records, or ask us a question 

  • Made it easier for you to reach us quickly by phone 

  • Developed new ways to ask demographic and medical history questions to improve the quality of care provided to LGBTQ patients 

  • Improved care received by transgender and gender non-conforming patients through training health center staff in best practices 

  • NEW: Implemented a Patient Liaison volunteer program in our Boston clinic to communicate updates on wait times and make sure patients are comfortable while they wait.