For Patients & Visitors
At Boston Medical Center, we work hard to meet our patient’s expectations. However, at times we may not meet succeed in doing so. When this happens, we want to learn from the unique experiences of our patients and visitors, whether pleasant or unpleasant. We welcome your comments about your experience at Boston Medical Center and are here to help you resolve any issues that arise in a neutral and non-threatening way.
If you are experiencing an issue, we first recommend that you speak directly with the particular staff member or manager of the department in which the problem has occurred. If these attempts do not resolve the situation, or if you feel uncomfortable addressing your problem within the department, contact us and a Patient Advocate will be assigned to investigate your complaint.
All patients and their families have the right to file a complaint. And, doing so will not affect the care the patient receives at Boston Medical Center now, or in the future.
The Office of Patient Advocacy (OPA) is here to help you with:
- Concerns about our services or employees
- Concerns about the care you or a loved one are receiving
- Compliments to our staff
- Requests for information
- Other concerns or comments
You will be connected to a Patient Advocate who will ask for some information, including:
- The nature of your complaint
- Your name and the name of the patient
- The patient’s medical record number or date of birth
- The BMC department in which the problem has occurred
- The name(s) of any staff member(s) involved
- The date and time at which the problem occurred
- A telephone number where we may reach you, or your department and room number if you are an inpatient
- Your suggestions for how you would like a Patient Advocate to help
If you do not wish to identify yourself when speaking with a Patient Advocate, you may file your complaint anonymously. However, investigation and follow-up will be more difficult for the Patient Advocate because he or she will not be able to use specific information to address your concerns.
After gathering this information and speaking with you and/or your family to best understand your concerns, we will:
- Contact and speak with the person(s) named in your complaint
- Review all appropriate documents, including your medical record, if necessary
- Collaborate with you to resolve the identified issue
- Document your case in our database and inform the appropriate individuals about the determined resolution
If you have been unable to resolve your problem within the department in which it occurred, you may contact the Office of Patient Advocacy at 617-414-4970. A Patient Advocate is available on site Monday through Friday, 8:00 am to 4:30 pm. You can also write to us at:
Office of Patient Advocacy
Boston Medical Center
One Boston Medical Place
Dowling Building, Ground Floor, Room 406B
Boston, MA 02118-2393