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...

"Communicate in a warm, welcoming manner.”"

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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, our best practice, what you can do to make a difference and provide current verbatim quotes from our patients’ surveys.

2019 Flyers


Empowering patients and their healthcare team to make care plan decisions together could improve the patient’s overall outcome.
February 25, 2019

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When we treat each other with respect, patients feel it.
February 11, 2019

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Active listening shows others, especially your patients, that what they are saying is important to you.
January 28, 2019

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2018 Flyers

  • Advocate: I advocate on behalf of patients, families, colleagues and myself. December 31, 2018
  • Empathize: I demonstrate caring through simple gestures of kindness. December 3, 2018
updated 6/12/19