Patient Experience

Workforce & Provider Engagement

Staff Reward & Recognition

Excellence in Action

The Excellence in Action program seeks to recognize and reward those individuals and/or teams who have been highlighted in e-mail or letters of commendation received by administration.

  • Championed by Mass General President, Peter Slavin, MD
  • Recognition is based upon outstanding service experienced by patients, families and/or colleagues
  • There are 3–4 recipients (individuals and/or teams/departments) selected from multiple letters received each month
Learn More

Annual Patient
Experience Awards

Mass General’s Annual Patient Experience Awards are meant to support the organization’s efforts to improve the patient experience and the ratings given to us by our patients and families.

  • Score-based awards are targeted at reinforcing achievement of goals or significant improvement in metrics
  • Nomination-based awards recognize individuals, leaders, and teams/departments working hard to provide patients with compassionate care and an excellent overall experience
Learn More

Patient Care Services
Awards & Recognition

Patient Care Services (PCS) celebrates and supports those employees whose daily practice demonstrates excellence in care and services to patients. By partnering with patients and families, PCS has developed a comprehensive award and recognition program that celebrates clinical and support staff in their ability to serve patients and families of Mass General.

Learn More

Provider Engagement

Provider Communication Observations / Coaching


The Office of Patient Experience offers patient experience rounds which includes a communication observation service comprised of:

  • a pre-observation meeting
  • bedside rounding observation
  • visit with patients after rounding to understand their perceptions of the team’s communication
  • team feedback session
  • follow-up as requested
  • a written report at end of process

For more information, please contact the Office of Patient Experience Executive Coach

Contact Coach


The Office of Patient Experience offers a provider communication observation and coaching program, including:

  • a pre-observation meeting
  • in room observation of provider’s practice
  • a written report with recommendations to provider
  • feedback and goal setting meeting
  • follow-up meetings/phone calls (periodic intervals for up to 3 months)

For more information, please contact the Office of Patient Experience Executive Coach

Contact Coach