CommendationsComplaints

Patient and Family Relations (PFR) serves as the liaison between patients and the hospital in their expressions of praise or concern so that moral, ethical, operational and care standards are upheld on behalf of Mass General patients.

Our Goal

At Massachusetts General Hospital, our goal is to provide the best health care and medical services possible. Sometimes we exceed expectations, and sometimes we may fail to meet our patients’ expectations. We want to learn from your experience, good or not so good. Patient and Family Relations welcomes your compliments. We are also here to help you resolve a problem. Patient and Family Relations was created to provide a link between you and Mass General leaders. The PFR team has the authority to communicate your compliments and to research your complaints. If you have a complaint, we will work to resolve it in a neutral and non-threatening way.

Your Concerns Are Important to Us

Most patients or families who are not satisfied with our services may hesitate to share their complaints with us because they may not know how, or they may not think it will do any good. If you contact us, two things will happen. You will give us a chance to try to resolve your problem and in solving your problem, we will also learn how to provide better service. The information that you provide is shared with our leadership and is used to help us improve the care and services we deliver. We value what you have to say and welcome hearing from you.