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.