Patient Representation is here to provide resolution for any concern
or issue patients and family members may have with their care
experience. We provide a comfortable, caring and professional
presence. Our staff uses problem solving and mediation methods to
resolve patient concerns. We objectively investigate, document, and
track issues, in order to present the best outcome for our patients
and the organization.
Guest Services 300 Pasteur Drive Stanford, CA
94305 Room H1132
Your opinion counts! Please let us know what suggestions or comments
you have that will help us enhance and improve your experience at
Stanford Health Care. Thank you for sharing your thoughts with the
Patient Representation department at Stanford Health Care.
Office of Quality Monitoring The Joint Commission One
Renaissance Blvd. Oakbrook Terrace, IL 60181
What we do
Provide problem solving and mediation assistance to address
questions, concerns, problems, and issues
investigate, track, and resolve patient/guest concerns in a
professional and confidential manner
Facilitate quality of
Identify, create, and implement programs to
increase patient centered care
Present win-win outcomes to
Partner with Stanford Health Care staff to
Coordinate special requests
The process for early assessment and resolution of loss
Medical care is complex and may feel overwhelming at times. You may
have questions about your medical care or even feel your care has
caused more medical problems. You may wonder if it could have been
prevented. This is why we created PEARL, to care for our patients when
these kinds of questions or concerns arise.
What is PEARL?
PEARL is an acronym for the Process for Early Assessment and
Resolution of Loss. PEARL is based on principles of open
communication, transparency and integrity, PEARL helps our patients
understand their care by addressing complex medical concerns in a
comprehensive, compassionate, and confidential manner.
What does PEARL mean for you?
PEARL is part of our holistic approach to your health care. We know
that our patient’s experiences stay with them long after their care
has ended. We also know our patients expect the best medical care
available, and they also expect to have a trusted and genuine
relationship with their medical care team. We strive to exceed these
expectations with every patient, every time.
PEARL is a way for you to be heard. PEARL supports our commitment to
our patients by encouraging open and transparent communication about
their healthcare to bring understanding, learning and healing.
What does PEARL mean for us?
PEARL is another stride forward in our commitment to patient-centered
care. Along with the most advanced research and the most innovative
technology, PEARL advances our culture of compassion and healing.
How does PEARL work?
PEARL is designed to address significant, unanticipated, or adverse
If you have questions or concerns about the outcome of your care,
you can access PEARL to get a timely, thorough assessment. We work to
understand the facts of your care and communicate them to you. Your
questions and concerns will be addressed clearly, fairly and confidentially.
Most complications and unanticipated outcomes are not preventable.
In the unusual event that the outcome of your care is determined to be
preventable, steps will be taken to help your family recover and heal.
How do I determine if my concern is appropriate for PEARL?
PEARL is designed for significant, unanticipated, or adverse medical
outcomes. It is important to note that not every medical outcome will
require a PEARL assessment but every concern will receive a timely and