Mission
To serve as the liaison between patients and the organization in their expressions of praise or concern so that moral, ethical, operational and care standards are upheld on behalf of MGH patients.

Our Goal
At the Massachusetts General Hospital, our goal is to provide the best healthcare and medical service possible. Sometimes we exceed expectations. Every now and then, however, we may fail to meet our patients’ or families’ expectations. We want to learn from your experience, good or not so good. The Office of Patient Advocacy welcomes your compliments. We are also here to help you resolve a problem.

The Office of Patient Advocacy was created to provide a link between you and MGH’s leaders. Patient Advocates have the authority to communicate your compliments or to look into your complaint. If you have a complaint, we will work to resolve your problem in a neutral and non-threatening way.

Your Concerns are Important to Us
Most patients or families who are not satisfied with our service may hesitate to talk to us about their complaints because they may not know how or they may not think it will do any good. If you contact us, two things will happen. You will give us a chance to try to resolve your problem and in solving your problem, we will also learn how to provide better service. The information that you provide is shared with our leadership. It is used to help us improve the care that we deliver. We value what you have to say and we welcome your call.

The Complaint Process
When you or your family contact a Patient Advocate in the Office of Patient Advocacy, please be ready to share the following information:
  •       The nature of your complaint;
  •       Your medical record number;
  •       The name(s) of the person(s) involved;
  •       The department in which the problem occurred;
  •       The date on which the problem occurred and
  •       Your ideas about how you would like us to help.
Our investigation will include:
  •       Asking your permission to start the investigation;
  •       Talking with you and / or your family so that we know your concerns;
  •       Contacting and talking with the person(s) named in your complaint;
  •       Reviewing all appropriate documents, including your medical record, if necessary and
  •       Collaborating with you on a possible resolution.
What to Expect from the Process
The MGH and outside regulatory agencies have set standards that we must follow when we manage patient or family complaints. These standards ensure that:
  •       Patients and families are told that they have a right to file a complaint and they are told how to do so;
  •       We look into the complaint and, when indicated, make efforts to correct the problem;
  •       Each patient or family that makes a complaint receives a response from us and
  •      ..If you present a complaint, your care will not be affected in any way.
The Commendation Process
You or your family may extend a compliment to an individual staff member or to a department by writing a letter with your compliment:
  •       You will receive a prompt personalized response from the person to whom the letter is written;
  •       Your letter is shared with the appropriate staff member or department and
  •       Compliments we receive are entered into our database so that staff and hospital leaders can receive feedback about .the ____good things that we do and share this information to help others learn from our .successes.
How to Contact Us
You may contact a Patient Advocate by:
  •       Calling 617-726-3370 between 8:30 AM and 5:00 PM, Monday through Friday, excluding holidays;
  •       Visiting our office in the Wang Ambulatory Care Center Lobby, Room 018, located to the right of the.Information Desk or
  •       Email: MGHPatientAdvocacy@partners.org
  •       Writing us at our address:

Office of Patient Advocacy
Massachusetts General Hospital
Ambulatory Care Center Lobby Room 018
55 Fruit Street
Boston, MA 02114

Frequently Asked Questions
Are Patient Advocates employed by the hospital? Yes, but Patient Advocates act as a neutral party by serving as a link between you and the hospital. Patient Advocates are not lawyers and do not provide legal advice.

What kind of issues does the Office of Patient Advocacy handle? Patient advocates look into and help resolve patient / family complaints. If you are not satisfied with your care or if there are communication issues, a Patient Advocate can help you. We can also answer your questions about confidentiality and assist you in getting information about your care.

Who can call a Patient Advocate? Patients, families, visitors or staff can contact a Patient Advocate with an issue of concern.

How can I access a Patient Advocate? The Office of Patient Advocacy is located in the lobby of the Wang Ambulatory Care Center in Room 018. The telephone number is 617-726-3370. Patient Advocates are available Monday through Friday from 8:30 AM until 5:00 PM, excluding holidays. Patient Advocates are available to meet with patients, families, visitors or staff or they can be contacted by telephone from inside or outside of the hospital. Walk-ins are always welcome. You can also contact a Patient Advocate in writing or by email and you will receive a timely response.

Are interpreter services available? Yes, medical interpreters are available by contacting 617-726-6966. If you need to use an interpreter to help you present your complaint, we will make those arrangements.

If I have a complaint, how will it be handled? A Patient Advocate will be assigned to look into your complaint and work with you to resolve the issue. Your complaint is entered into our database and reports are sent to hospital leadership several times a year. This information is used to improve the care we deliver.

Can I report a complaint without giving my name? Yes, but the investigation and follow up will be more difficult to do because we will not be able to use specific information about your case.

What if I want to report my complaint to an outside agency? You can file a quality of care complaint to the Massachusetts Division of Healthcare Quality at 617-753-8150 or to the Joint Commission on Accreditation of Healthcare Organizations at 800-994-6610. If you think your civil rights have been violated, you can call the MA Attorney General’s Office at 617-727-2200.

Can a Patient Advocate help me locate lost belongings? If you have lost something while you are here, contact the Operations Coordinator on the unit(s) that you were on during your stay at MGH. He / she will begin the search for your belongings and follow up with you.

Additional Resources
Billing Office 617-726-2191
Chaplains 617-726-2220
Interpreter Services 617-726-6966
Lost and Found 617-726-2121
Medical Records 617-724-4555
Patient Financial Services 617-726-2191 (Free Care and Mass Health)
Physician Referral Service 617-726-5800
Privacy Officer 617-726-6360
Outpatient Pharmacy 617-724-3100
Social Services 617-726-2640
Volunteer Services 617-726-8540
Notary Public services for patients and families are also available through our office. Employees may obtain notary services at the Professional Staff Benefits Office located at Bulfinch 126.		  
 

Patient Rights and Responsibilities

Derechos y Responsabilidades Del Paciente
(In Spanish)

Direitos e Responsabilidades do Paciente
(In Portuguese)

Bill of Rights for Children and Teens

Derechos el os ninosy adolescentesen el hospital
(In Spanish)

Projeto de Lei dos Direitos das Crianças e Adolescentes
(In Portuguese)