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 |
Baystate Health Systems - Springfield |
| 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