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

icare in Action

The icare in Action program seeks to recognize and reward those individuals and/or teams who have been highlighted in patient letters and additional notes of commendation, principally those delivered to the Presidents of Mass General and Mass General Physicians Organization, senior leadership, Office of Patient Experience, Office of Patient Advocacy, or via other venues such as ongoing survey administration.

icare in Action specifically seeks to recognize those individuals and/or teams who go above and beyond from the patient perspective in exampling components of the icare model: communications, advocacy, respect, and empathy.

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Annual Patient Experience Awards

The annual Mass General Patient Experience Awards recognizes the extraordinary dedication and compassion of individuals, leaders, practices, units, and teams and celebrates passion in providing and optimal experience for all patients and their families. There are two types of nomination-based awards:

  • Individuals and Leaders – who always put the needs of patients and their families first
  • Teams/Departments/Programs – focused on creating the best possible care experience

Award winners are recognized at a ceremony led by senior leaders each year.

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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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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.

Learn more (internal access only)