Patient Experience

Office of Patient Experience

Vision — "To achieve a culture of excellence in the patient and family experience that is pervasive and distinctive, and in accordance with the Massachusetts General Hospital mission, 'guided by the needs of our patients and their families.'"

Mission — "To continuously understand and embrace signals of greatest importance to the patient journey, to effectively prioritize and manage critical patient experience interactions, and to maintain a cultural pulse on the patient experience across the organization."

We all shape the patient experience...

icare is a model and tool designed to help us live by the words of our mission and credo. icare provides a set of simple reminders that everyone of us, regardless of role, impacts the patient experience with how we communicate, advocate, respect, and empathize.


icare Huddle Messages

To learn more about the icare model and program click here.


Last Updated: 12/2021