Fostering a Welcoming Environment

iCare logoicare is a model designed to help Massachusetts General Hospital physicians and staff live by the words of our mission and credo. icare was developed in collaboration with the Office of Patient Experience, Quality and Safety, and various steering committees across the hospital.

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. Whether providing care directly or indirectly, or when simply walking through the Mass General hallways, every staff member fosters a welcoming environment and has an opportunity to make a lasting impression on patients, families, visitors and colleagues — every day.

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

Information for Staff

icare Huddle Messages

icare Huddle Messages are a quick guide to remind us that we each shape the patient experience, regardless of our role at Mass General.

Each icare Huddle Message:

  • Highlights an icare standard
  • States the Mass General best practice
  • Details what you can do to make a difference
  • Provides up-to-date, verbatim patient survey comments

Learn more (internal access only)

icare Learning Labs

icare Learning Labs are customized to your specific service area/clinic/department.

Each Learning Lab session:

  • Is conducted with your area/clinic/department by a member of our team
  • Consists of core icare content and customized content to each area/clinic/department

To learn more about holding an icare Learning Lab in your area, visit our page on Mass General Apollo (internal access only).

Our Staff Care About the Patient Experience