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

An employee receives an award and a handshake

Excellence in Action

The Excellence in Action program seeks to recognize and reward those individuals and/or teams who have provided outstanding service to patients and/or colleagues, and who exemplify the values of Mass General.

Recipients are nominated through email or letters of commendation received by administration. Three to four recipients (individuals and/or teams/departments) are chosen each month, and are recognized by the Mass General President.

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Annual Patient Experience Awards

The annual Mass General Patient Experience Awards recognize practices, units, individuals, leaders and teams for their passion in providing an optimal experience to all patients and their families. There are two types of awards:

  • Nomination-based awards recognize individuals, leaders, and teams/departments working hard to provide patients with compassionate care and an excellent overall experience
  • Score-based awards are targeted at reinforcing achievement of goals or significant improvement in metrics

These awards acknowledge commitment and dedication to the patient experience, ensuring compassionate, empathetic and responsive care for the patients and families they serve.

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Patient Experience Week Photo Contest

Nurses smile during Patient Experience Week

Occupational therapy nurses smile while holding patient experience signs.
Staff members smile in the photos above while holding various signs that show their commitment to the patient experience at Mass General. These pictures were taken during Patient Experience Week (prior to COVID-19 mask protocols). 

The Patient Experience Week Photo Contest is a chance for Mass General staff to show their passion, or their team’s passion, for the patient experience. Two winners are chosen each year based on their submissions.

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Patient Experience Forums

The Patient Experience Forums are educational opportunities for all Mass General staff interested in learning practical strategies to optimize a compassionate and equitable care experience for patients and their families.

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