All day, every day, we focus on creating the very best experience for our patients, their families, visitors and colleagues. Each and every one of our employees, regardless of role, shapes the patient experience. icare and “What Matters to You” are part of our recent efforts to deliver the best experience to our patients and their families.


Icare at Mass General: Communicate, Advocate, Respect, Empathize

icare is a model designed to provide a set of simple reminders of how all employees—regardless of our role—can foster a welcoming environment for our patients and their families. Consistently embracing the elements of the icare model helps us to demonstrate how much we care and can leave a lasting impression.

  • Communicate: I communicate in a warm and welcoming manner
  • Advocate: I advocate on behalf of patients, families, colleagues and myself
  • Respect: I respect and embrace differing values, opinions, and viewpoints
  • Empathize: I empathize and acknowledge the feelings of others

"What Matters to You?" Campaign

By consistently asking “What Matters to You?”, we embrace icare. "What Matters to You" is a worldwide campaign that we are pleased to participate in.

The “What Matters to You” concept was introduced by Michael Barry, MD, and Susan Edgman-Levitan, PA, from the Mass General Stoeckle Center for Primary Care Innovation in a 2012 New England Journal of Medicine article. Their goal was to encourage health care providers to ask, “What matters to you?” in addition to “What is the matter?” in order to increase clinicians’ awareness of important issues in their patients’ lives that could drive customized plans of care.

We believe that “what matters” is key to creating personal engagements with patients and their family members, a deeper understanding of what really matters to them and is the foundation of developing genuine partnerships for co-creating health.

What Matters to You Day is now celebrated in over 30 countries, impacting millions of patients, families, clinicians and staff around the world.