We can help
If you have a problem that you cannot solve with your doctor, nurse, other caregiver or staff member, please contact Patient and Family Relations.
Find answers to frequently asked questions about Patient and Family Relations (PFR).
Q. Are Patient and Family Relations staff employed by the hospital?
A. Yes. Unlike independent patient advocates, the role of Mass General Patient and Family Relations is to serve as a neutral party, supporting patients and their care teams in resolving misunderstandings, answering questions, and investigating concerns that patients and their loved ones may have regarding their care. Specialists are not lawyers and do not provide legal advice.
Q. Who can call Patient and Family Relations?
A. Patients, family members, visitors or staff can contact PFR with an issue of concern. We will need the patient’s or their healthcare proxy’s express permission to access the patient’s medical record to begin an investigation.
Q. What kind of issues does Patient and Family Relations handle?
A. PFR receives patient complaints, compliments, and suggestions related to the care and services provided by Massachusetts General Hospital at our inpatient and outpatient locations. We investigate and document complaints and questions of all levels of severity.
Q. When is the PFR Office open?
A. The office is open from 9:00am-4:00pm, Monday – Friday, excluding federal holidays. Patients are welcome to visit the office in the Wang Ambulatory Care Center Lobby, Room 018, or you can email or call us at MGHPatientFamilyRelations@mgb.org or 617-726-3370. We will make every effort to get back to you by the next business day.
Q. Are interpreter services available?
A. Yes, medical interpreters are available by calling 617-726-6966. If you need to use an interpreter to help you present your complaint, we will make those arrangements.
Q. If I have a complaint, how will it be handled?
A. A PFR Specialist will be assigned to research your complaint and work with you to resolve the issue. Your complaint is entered into our database and reports are sent to hospital leadership in our ongoing efforts to improve the care and services we deliver.
Q. Can I report a complaint without giving my name?
A. Yes. When you report anonymously, the investigation and follow-up will be more difficult to conduct because we will not be able to access specific information regarding your case.
Q. What if I want to report my complaint to an outside agency?
A. You can file a quality-of-care complaint to the Massachusetts Division of Healthcare Quality at 617-753-8150 or to the Joint Commission at 800-994-6610. If you think your civil rights have been violated, you can call the Massachusetts Attorney General’s Office at 617-727-2200.
Q. Can PFR help me locate my lost belongings?
A. Patients and visitors are asked to contact the unit/department where you received care or call Police and Security. If the lost item contains identifying information, Police and Security will attempt to contact the owner and return the item. If an item is not claimed within 30 days, it becomes the property of Mass General.
Q. Can PFR help me pursue legal action against the hospital?
A. No. All legal inquiries should be directed to Mass General Brigham General Counsel.
Q. Can PFR help me find a primary care physician?
A. Unfortunately, there is currently a national primary care physician shortage. PFR has no influence over this assignment process. Please call 800-711-4644 for assistance.
Q. Can PFR help me access my medical records?
A. Medical Records requests can be made by completing this fillable Massachusetts General Hospital Medical Records Release Form, printing and signing it, and faxing it to the fax number on the form. For additional questions or to request records by phone, please call 617-726-2361.