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Patient Relations

You can trust the staff at Mount Auburn Hospital is committed to providing the best possible care for every patient. We hope each patient’s experience reflects our mission of clinical excellence delivered with compassion. Patient and family feedback is extremely important to us. It helps us learn what is working well and where we can improve.

What can I do if I have a question about my bill?

Contact the Billing Department at 617-499-5090 or by email at mahbilling@mah.harvard.edu.

How can I tell you about a positive experience?

Please let us know here how any member of our team impacted your stay with us by email or phone at 617-499-5100.

How do I find out more about Patient Relations at Mount Auburn Hospital?

  • Every patient receives information about his or her rights and responsibilities as a patient when they are admitted.
  • Patient Relations Brochures are available in all outpatient areas.

The Patient Relations Department can assist in answering any questions you may have about these rights and responsibilities.

What if I have a concern or problem?

Patients and family members are encouraged to first speak with a member of their care team. If you are not satisfied with the resolution, or wish to speak with someone not directly involved with your care, you may refer to the Patient Relations Department. We will work with you and your team to address your concerns.

We may be reached by calling 617-499-5100 or by email. Our office is located at 330 Mount Auburn Street, Cambridge, MA 02138. Patient Relations is available M-F, 8:00-4:30.

What if I want to report my complaint to an outside agency?

You may also refer to one of the below outside agencies to file a complaint or compliment:

The Massachusetts Department of Public Health
Division of Health Care Quality
99 Chauncy Street, 2nd floor
Boston, MA 02111
800.462.5540

Massachusetts Board of Registration in Medicine
Patient Care Assessment Unit 200
Harvard Mill Square, Suite 330
Wakefield, MA 01880
800.377.0550

Joint Commission on Accreditation of Healthcare Organization
1 Renaissance Blvd.
Oakbrook Terrace, IL 60181
800.944.6610

For more information:

Quality and Patient Safety Department

Patient Rights and Responsibilities

Patient and Family Advisory Council (PFAC)

Billing Department

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