About the Office of Patient Experience

Massachusetts General Hospital was founded to serve our community and those in need.

More than two centuries later, this purpose continues to drive our mission:

Guided by the needs of our patients and their families, we aim to deliver the very best health care in a safe, compassionate environment; to advance that care through innovative research and education; and to improve the health and well-being of the diverse communities we serve.

At the heart of our mission are our patients and their families. The Mass General Office of Patient Experience works with patients, families and staff to continuously understand and embrace signals of greatest importance to the patient journey, to effectively prioritize and manage critical patient experience interactions, and to maintain a cultural pulse on the patient experience across the organization.

In doing so, our vision is to achieve a prevalent, distinctive culture of excellence for patients and their families.

We do this through several institution-wide initiatives:

Patient and Family Advisory Councils (PFACs)

• PFACs bring together patients, family members, clinicians and staff to participate in hospital committees and provide feedback, with the goal of promoting the patient and family voice in the development of programs, services and initiatives

Learn more about PFACs

icare

• 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

Learn more about icare 

Staff Initiatives

• Through various initiatives, Mass General engages staff to improve the patient experience, and recognizes those who ensure excellence in their everyday actions

Learn more about staff initiatives 

Additionally, we reach out to our patients to learn about their experience at Mass General through post-appointment surveys and patient interviews. We value the feedback we receive from patients and their families, and we work with leaders across the hospital to ensure that Mass General delivers exceptional, patient-focused care.