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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

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.

Please note: You should contact your provider’s office directly for scheduling, referral and prescription needs.

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:

Patient Relations Department, Division of Quality and Safety
300 Mount Auburn Street
Cambridge, MA 02138
Phone: 617-499-5100
Please also tell us if we exceeded your expectations.

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

The Joint Commission’s Office of Quality Monitoring:
1 Renaissance Blvd.
Oakbrook Terrace, IL 60181
Phone: 800-994-6610

Complaint Unit, MA Department of Public Health
Division of Health Care Quality
67 Forest Street
Marlborough, MA 01752
Phone: 617-753-8000 or 800-462-5540
Fax: 617-753-8165

If you have Medicare:
Livanta LLC, 6830 West Oquendo Road,
Suite 202, Las Vegas, NV 89118
Phone: 866-815-5440

If you have a Blue Cross Blue Shield HMO, Harvard Pilgrim, or Tufts HMO and a primary care physician at Mount Auburn and have a complaint related to referral restrictions or other limitations of care, please contact our Patient Relations department with your concerns, unless the complaint is related to restrictions that should by addressed by your health insurer. You have the right to designate a third party of your choosing to act on your behalf during the appeals process.

You may also contact:
The Office of Patient Protection
50 Milk Street, 8th Floor
Boston, MA 01209

If you believe you have experienced discrimination, you may also contact:
U.S. Department of Health and Human Services:
200 Independence Avenue S.W.,
Room 509F, HHH Building
Washington, DC 20201

ATENÇÃO: Se fala português, encontram-se disponíveis
serviços linguísticos, grátis. Ligue para 1-617-499-5750
ATENCION: Si habla espanol, tiene a su disposicion
servicios de asistencia linguistica. Llame al 1-617-499-5750

For more information:

Quality and Patient Safety Department

Patient Rights and Responsibilities

Patient and Family Advisory Council (PFAC)

Billing Department

Upcoming Events

Mount Auburn Hospital

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