Eighth Annual Mass General Patient Experience Awards Celebrated

Mass General hosted its annual Patient Experience Awards ceremony April 28 via Zoom, honoring individual and team nomination-based awards for extraordinary achievements in improving the patient experience.

Inga T. Lennes, MD, senior vice president of Practice Improvement and Patient Experience, was the master of ceremonies for this festive celebration, and was joined by Peter L. Slavin, MD, Mass General president; Debra Burke, RN, DNP, chief nurse and senior vice president for Patient Care; and Mary O. Cramer, executive director of Organizational Effectiveness and chief experience officer.

“The annual Patient Experience Awards ceremony has become a very special and highly anticipated day for our organization because it recognizes the hard work and dedication of the people who provide care—day in, and day out—at Mass General,” said Slavin. “A superior patient experience has always been a core part of the care we provide. The stories underlying your nominations are truly remarkable and your unwavering commitment during these beyond challenging times is beyond commendable.”

This year 43 award recipients were celebrated, comprised of 19 individuals, 18 teams and six honorable mentions. Recipients were nominated by a colleague or their manager.

 “It is great to recognize all the recipients especially during a year that has been challenging and surreal,” said Burke. “These awards recognize those individuals and teams that go above and beyond to support the Mass General Mission, Credo and Boundaries statement. You are committed to making the experience better by being compassionate, empathetic, responsive, and you inspire and motivate your colleagues each and every day in providing excellent care.”

Cramer thanked members of the hospital’s General Patient Family Advisory Council (PFAC) for volunteering to serve as judges for the third consecutive year. “This year there were 60-plus worthy nominations submitted for consideration,” she said. “Choosing winners was a tall order as the submissions were all phenomenal.”