Patient Experience

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 senior leaders.
• Recognition is based upon outstanding service experienced by patients, families and/or colleagues.

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Annual Patient
Experience Awards

The annual Mass General Patient Experience Awards recognize individuals, teams, departments, and programs for their passion in providing an optimal experience to all patients and their families. These nomination based awards acknowledge their commitment and dedication to the patient experience – ensuring compassionate, empathetic, and responsive care for the patients and families they serve.

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Patient Care Services
Awards & Recognition
Program

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.

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Patient Experience Week

Each year during the last week of April, Mass General celebrates Patient Experience Week to highlight that every one of us, regardless of role, shapes the patient experience. Throughout the week, there are opportunities to learn about patient experience and our impact, hear from our patients about their experience, and recognize each other and the accomplishments achieved over the past year.

Patient Experience Week events

Patient Experience Forums

Patient Experience Forums are provided to those interested in learning practical strategies to optimize a compassionate and equitable care experience for patients and their families. Active engagement in patient experience-related discussion and sharing of best practices will be encouraged through use of an educational platform that appeals to various role groups. Participants will be encouraged to provide examples of common patient experience issues, identify strategies to address patient and family concerns, and describe how specific strategies can cultivate timely quality patient-centered encounters. In addition, the forums are designed for participants to identify key concepts from the patient experience body of knowledge.

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