Patient Experience at Mass General
Building a Culture of Excellence in Patient and Family Experience
The Massachusetts General Hospital Office of Patient Experience is committed to building a culture of excellence in the patient and family experience that is distinctive and fundamental to our care.
Mass General’s Office of Patient Experience works with patients, families and staff to deliver leading patient-focused care.
Patient and family advisory councils provide feedback on important Mass General initiatives, ensuring that our work is guided by the needs of our patients.
The Mass General icare model provides a set of simple reminders of how each staff member, regardless of role, shapes the experience of our patients, their families, visitors and colleagues.
Through various initiatives, Mass General engages staff to improve the patient experience, and recognizes those who ensure excellence in their everyday actions.
Our dedicated physicians, nurses and staff are committed to providing expert care—safely and effectively. We have taken unprecedented steps to ensure your in-person visits are welcoming and safe.
Patient and Visitor Resources
We are ready to care for you—whatever your health care needs may be. We are committed to providing the very best and safest care possible.
Request an appointment or second opinion, refer a patient, find a doctor or view test results with Mass General's secure online services.
Plan your visit to Mass General's main campus, which spans nearly 30 buildings housing inpatient and ambulatory care services as well as research labs and administrative offices.
This PDF will provide you with information about the various professionals on your care team, amenities and services available during your stay and how to prepare to leave the hospital when ready.
We know the spread of COVID-19 has created a lot of anxiety and uncertainty for many people. We hope these resources will help you and your loved ones stay well during this difficult time.
Our Patient Stories
Our patients are our heroes, our friends and our inspiration. Every day, we learn from the extraordinary people who make Mass General their choice for patient-centered care. These are their stories, in their own words.
Effie’s Back: Complex Spinal Reconstruction
Effie, an avid marathon runner, experienced a resurgence of intense pain that she could no longer ignore. Here, she talks about how she decided to receive significant spinal reconstruction surgery at Mass General, and how her experience got her back on her feet.
Leah Rosenberg, MD
A physician in Mass General’s Division of Palliative Care and Geriatric Medicine, Dr. Rosenberg and her husband delivered their son Asher with the Mass General Midwifery Service.
Everyday Amazing: Stefanie London and Jonathan Reich
The Cancer Center’s Story Project is an effort to capture stories from our community of patients, friends, family, clinicians and staff who have been affected by cancer in some way. This is Stefanie and Jonathan's story.
Awards and Recognition
Each year, Mass General is recognized for achieving the highest standards in patient care, education and research, ranking the hospital among the most prestigious medical institutions.