Hospitals

If you have concerns about care provided at a hospital, you should contact the hospital to voice your concerns. Click on the link for any hospital below to learn more about how to make a complaint or talk about concerns. The phone number next to each hospital is for the department to contact with your concerns:



Addison Gilbert Hospital - Gloucester
508-363-6308
Office of Patient Advocates

Anna Jaques Hospital - Newburyport
978-384-1128
Patient Safety Officer

Athol Memorial Hospital - Athol
978-249-3511 x 321
Risk Management

Baystate Health Systems - Springfield
413-794-5456
Patient Relations

Berkshire Medical Center - Pittsfield
413-447-2466
Patient Relations

Beth Israel Deaconness Medical Center
617- 632-0364
Patient Relations

Beverly Hospital - Beverly
978-922-3000 x2273 (CARE)
Patient Advocate CARE Hotline

Boston Medical Center
617 -414-4970
Office of Patient Advocacy

Brigham & Women's Hospital
617 -732-6636
Patient & Family Relations

Brockton Hospital - Brockton
508 -941-7356
Department of Quality Resources

Cambridge Hospital - Cambridge
617-665-1398
Patient Relations

Cape Cod Hospital - Barnstable
508 - 457-3948
508 - 457-3517
Quality Management Advocacy

Good Samaritan - Brockton
508 -427-3214
Patient Advocates

Caritas Norwood - Norwood
781-278-6301
Patient Advocate

Carney Hospital
617-296-4000, ext. 3000
Patient Care Services

Charlton Memorial - Fall River
877 - 264-7244
Feedback Hotline

Children's Hospital
617-355-7673
Patient Relations

Clinton Hospital - Clinton
413-283-7651
Patient Representative

Cooley Dickinson Hospital - Northampton
413-582-4970
Quality Manager

Dana Farber Cancer Institute
(617) 632-3417
Office of Patient/Family Relations

Deaconess Glover - Needham / Beth Israel Deaconess Hospital - Needham
(781) 453-3002
President/CEO Jeff Liebman

Deaconess-Nashoba Hospital - Ayer
978-784-9260
Patient Advocate

Emerson Hospital - Concord
978- 287-3203
Patient Safety Department

Fairview Hospital - Great Barrington
413-854-9636
Patient Advocate

Falmouth Hospital - Falmouth
508 -457-3948
508 -457-3517
Quality Management Advocacy

Faulkner Hospital
617- 983-7425
Patient Advocate

Franklin Medical Center - Greenfield
: 413-794-5456
Patient Relations

Harrington Memorial Hospital - Southbridge
508-765-9771 x3046
Quality Assurance

Health Alliance Hospital - Leominster
978-343-5504
Customer Feedback Line

Heywood Hospital - Gardner *

Holy Family Hospital - Methuen
978-687-0151 x2399
Patient Advocate

Holyoke Hospital - Holyoke
413-534-2500  
Patient Safety

Hubbard Regional Hospital - Webster
508-765-9771 x3046
Quality Assurance

Jordan Hospital - Plymouth
(508) 830-2521
Compliance Department

Lahey Clinic - Burlington
781-744-8556
Customer Relationship Management Department

Lahey Clinic North - Peabody
781-744-8556
Customer Relationship Management

Lawrence General - Lawrence
978-683-4000 x2338

Lawrence Memorial - Medford
781-979-3021
Patient Satisfaction Facilitator

Lowell General - Lowell
978-937-6458
Patient Advocate

Martha's Vineyard - Oak Bluffs
(508) 957-9489
Patient Satisfaction Hotline

Mary Lane Hospital - Ware
413-794-5456
Patient Relations

Mass General Hospital
617 -726-3370
Office of Patient Advocacy

Massachusetts Eye and Ear Infirmary (MEEI)
(617) 537-3008
Patient Advocacy Office

Melrose Wakefield - Melrose
781-979-3021
Patient Satisfaction Facilitator

Mercy Medical Center - Springfield
413-748-9095
Quality Improvement

Merrimack Valley Hospital - Haverhill
978-521-8540
Patient Advocate

Metrowest Leonard Morse - Natick
508-383-1664
Patient Advocate

Metrowest Medical Center - Framingham
508-383-1664
Patient Advocate

Milford-Whitinsville Hospital - Milford
508-422-2648
Patient Liaison

Milton Hospital - Milton
617-313-1360
Risk/Patient Advocacy Management

Morton Hospital - Taunton
508 -828-7378
Patient Relations

Mt Auburn Hospital - Cambridge
617-499-5100
Patient Relations

Nantucket Cottage - Nantucket
508 -825-8200
President’s Office

New England Medical Center / New England Baptist Hospital
617-754-5146  
Patient Advocate

Newton-Wellesley - Newton
617-243-6205
Patient Relations

Noble Hospital - Westfield
413-568-2811  x5713
Quality Improvement

North Adams Regional - North Adams
413-664-5240
Patient Relations

North Shore Medical Center - Salem
(978) 354-2025
Customer Service Department

Quincy Medical Center - Quincy
617-376-5678
Patient Advocate

Saints Memorial - Lowell
:978-934-8416
Corporate Compliance Officer

Somerville Hospital - Somerville
617-665-1398
Patient Relations

South Shore Hospital - Weymouth
781- 624-8888
Patient Relations Department

St. Anne's Hospital - Fall River
508-674-5600 ext 2020
Patient Advocate’s Office

St. Elizabeth's Medical Center
617 -789-2700
Patient Rights

St. Luke's Hospital - New Bedford
877 -264-7244
Feedback Hotline

Sturdy Memorial - Attleborough
508 -236-7903
Risk Manager

Tobey Hospital - Wareham
877 - 264-7244
Feedback Hotline

Tufts-New England Medical Center
617 - 636-9590
Patient Liason

UMass Marlborough - Marlborough
508- 486-5809

UMass Memorial Medical Center - Worcester
774-442-3701
Patient Representative

Union Hospital - Lynn
978-354-2025
Customer Service Department

Vincent Hospital - Worcester
508-363-6308
Office of Patient Advocates

Whidden Memorial - Everett
617-665-1398
Patient Relations

Winchester Hospital - Winchester
781- 756-2191
Quality Assessment Department

Wing Memorial - Palmer
413-283-7651
Patient Representative

Jordan Hospital

Compliance Department
275 Sandwich St.
Plymouth, MA 02360
(508) 830-2521

Depending on the nature of the complaint, the patient should discuss concerns with the physician, the nurse or other health care provider, or an appropriate manager. The hospital focuses on resolving issues at the unit/floor level before they become larger issues. If the complaint is not resolved at this level, the complaint should be directed to patient advocate.

The Complaint Process
Complaints are taken 24 hrs a day by an RN Nursing Supervisor. The daytime complaints are taken by an RN (registered nurse) fulltime staff member of the compliance department. After a complaint has surfaced, an intake is completed by an RN. The hospital performs a quick investigation and then gets back to the patient. The hospital may perform a more thorough investigation afterwards. The progress is communicated to the patient, typically by the intake person throughout the entire process.

What to Expect
Often there are things that cannot be communicated to the patient, but the hospital will emphasize to the patient what changed as a result and that the same thing will not happen again. The hospital will, at the request of a patient, arrange a group meeting, or a meeting with the President or the Vice President.

Jordan Hospital Wants You To Know
Patients should immediately speak up and tell someone their concerns. The hospital would like to see patients solve issues on the floor/unit level before it becomes a larger issue that is more difficult to solve.

Massachusetts Eye and Ear Infirmary (MEEI)

Patient Advocacy Office
243 Charles Street
Boston, MA 02114
(617) 537-3008

The hospital encourages the managers (nurses, receptionists) to take care of patient complaints in their own departments before escalating them to the Patient Advocacy Office. However, if patients are not satisfied by the response at the department level, the office should be contacted immediately. Once cases are brought to the Patient Advocacy Office, all appropriate parties are notified; they schedule a meeting to discuss the situation and resolve it. If the case cannot be resolved by the Patient Care Representative, the Grievance Committee also handles patient complaints.

The Complaint Process
Once a complaint is received, the patient is contacted, and then (s)he is sent written notice of the resolution. If the review is going to take longer than a week, the patient is notified in advance. All responses to a complaint come directly from the Patient Advocacy Office. If a complaint is not solved to patient’s satisfaction, (s)he can contact the Ethics Committee.

What to Expect
Physician-related complaints are directed to physicians and their chiefs. A chief will talk to a physician, who then gets back to the Patient Advocacy Office. After that, the patients are contacted. At times, physicians are willing to talk to the patients directly, but most communication gets handled by the office.

MEEI Wants You To Know
Don’t be afraid to complain and raise concerns. Speak up. Don’t go away unhappy. Let the department know right away if something isn’t right. Doctors are here to help and want to know if patients are not satisfied.

 




Information on MA Hospitals | What is a Patient Advocate | Writing Complaint Letters