Mission and Vision

As an accountable care organization, the mission of the Boston Accountable Care Organization, Inc. is to improve the healthcare of the populations that our network serves. To provide the best care possible, Boston Accountable Care Organization is designed to better manage all aspects of healthcare, in an effort to improve the health of the population served while operating more efficiently.  Boston Accountable Care Organization integrates the resources of its participants and their affiliated physicians to provide more effective, higher quality and less expensive care for the patients of Boston Accountable Care Organization.

Faithful to the spirit of partnership and innovation while fulfilling BMC’s mission of Exceptional Care without Exception, the Boston Accountable Care Organization, Inc. will be a leader in the provision of patient care that:

  • Improves its patients’ experience of care
  • Improves the health of all patients served
  • Addresses the specific healthcare needs of  vulnerable populations; and
  • Reduces the costs of the healthcare it provides.

The Boston Accountable Care Organization, Inc. will accomplish these aims through the development of an integrated delivery system that coordinates care across the continuum, providing the right care at the right place at the right time.

Patient Advisory Committee

The needs and desires of the patient population of the Boston Accountable Care Organization is at the forefront of our work.  To that end, the Boston Accountable Care Organization, as a part of its governance structure, has a Patient Advisory Committee that currently reports to its Board of Directors. The purposes of the Committee are to assist the Board in meeting its responsibilities to ensure that the interest of the ACO’s patients, and their families, are met.  The Committee has appointed a consumer representative to sit on the Boston Accountable Care Organization’s Board of Directors, and intends to recommend a consumer or consumer advocate to represent patients with disabilities to the Board or one of its Committees, in the near future. 

Member Rights

The Boston Accountable Care Organization represents medical practices, health centers and systems across the state that are committed to improving the care you receive.  

As a member who receives services through an Accountable Care Organization you are guaranteed the following rights:  

  1. The right to receive written information provided by Boston Accountable Care Organization in accordance with the following requirements: 
    1. Making such information available in prevalent non-English languages.
    2. Making free oral interpretation services available for all non-English languages.
    3. Making such information available in alternative formats and in an appropriate manner that takes into consideration the special needs you may have.
  2. The right to be treated with respect and with due consideration for your dignity and privacy;
  3. The right to receive information on available treatment options and alternatives, presented in a manner appropriate to your condition and ability to understand;
  4. The right to participate in decisions regarding your healthcare, including the right to refuse treatment;
  5. The right to be free from any form of restraint or seclusion used as a means of coercion, discipline, convenience, or retaliation, in accordance with applicable federal law;
  6. The right to request and receive any of your medical records in your provider’s possession, and be notified of the process for requesting amendments or corrections to such records;
  7. The right to freely exercise your rights set forth in this section and not have the exercise of those rights adversely affect the manner in which Boston Accountable Care Organization or any Affiliated Provider treats you;

These rights will be observed and protected by Boston Accountable Care Organization, its Affiliated Providers, and its employees.

Grievance Policy

The Boston Accountable Care Organization has established a policy to file a grievance if you are dissatisfied with the care you received.  Upon receipt of a grievance, you will be notified within 2 business days that Boston Accountable Care Organization received the grievance. The grievance will be reviewed and resolved within 30 calendar days from the date that Boston Accountable Care Organization received the grievance and you will be notified of the resolution.  

Boston Accountable Care Organization’s grievance policy in no way replaces or eliminates access to any other available grievance policies and procedures, including those of the Massachusetts Executive Office of Health and Human Services. In addition, Boston Accountable Care Organization will not seek to limit your access to or discourage you from using the Massachusetts Executive Office of Health and Human Services process. To file a grievance you should contact the Senior Administrative Assistant of Boston Accountable Care Organization by either calling 617.414.1673 or mailing a written grievance to the following address:

Boston Accountable Care Organization, Inc. 
Attention:  Senior Administrative Assistant
720 Harrison Avenue
10th Floor Room 1029 A
Boston, MA 02118