Patient and Family Relations

Patient and Family Relations teams at Mass General Brigham hospitals provide a safe, neutral space for sharing feedback about care. Our specialists listen, support communication with care teams, and help patients and families navigate concerns, while also recognizing staff who deliver exceptional service.

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Each Mass General Brigham hospital has its own Patient and Family Relations (PFR) team. PFR specialists assist patients, families, and visitors who have concerns about care or services. Patient and Family Relations is the designated team for receiving patient and family feedback across Mass General Brigham.

Our team:

Are on site and available to support patients and families
Provide a safe, neutral space to share feedback and experiences
Listen to concerns and help patients and families understand next steps
Support communication between patients, families, and care teams
Work collaboratively with care teams and key stakeholders to review concerns and support the best possible outcomes
Guide patients and families through the complaint process
Support recognition of staff and departments that go above and beyond
Use patient and family feedback to help improve care experiences and services across our hospitals

Please note: PFR cannot provide medical advice or emergency assistance.

About Patient and Family Relations

Patient and Family Relations specialists are Mass General Brigham employees who serve as a neutral resource for patients, families, and care teams. They listen to concerns, support communication, and work collaboratively with care teams to help review concerns and support next steps.

Using PFR services

Patients, family members, visitors, or staff may contact Patient and Family Relations to share feedback or concerns. Patient or health care proxy permission may be required before we can access or share medical information related to the concern.

Recognizing staff and departments

We love to hear from patients and families who receive exceptional care that goes above and beyond. When patients or families share compliments, PFR passes them along to the staff or department being recognized. Your appreciation helps celebrate compassion and teamwork.

Filing a complaint

If you have a concern, a Patient and Family Relations specialist will review the information you share and partner with care teams to understand the situation and support next steps. Feedback is documented and shared with appropriate leaders to help improve care and the patient experience.

Contact us

If you have concerns about your care or experience that you cannot resolve with your care team, Patient and Family Relations (or Patient Advocacy) teams can help. Each hospital has a dedicated team that will work with you to address your concerns. You can reach them by calling the phone numbers listed below. You can also find more information about each team by clicking the name of the hospital.

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Hospital

Phone number

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Massachusetts General Hospital

617-726-3370

mghpfr@mgb.org

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Brigham and Women's Hospital

617-732-6636

bwhpfr@mgb.org

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