Policy on Confidentiality for Patients Patient Rights and ResponsibilitiesThe ProcessCommendations

The Office of Patient Advocacy serves as the liaison between patients and the hospital in their expressions of praise or concern so that moral, ethical, operational and care standards are upheld on behalf of NECHC patients.


The Process

Patients, families, visitors or staff can contact the office of Patient Advocacy with a concern.
If you have a problem that you cannot solve with your doctor, nurse or other caregiver, please call the Office of Patient Advocacy at 617-643-8106.

When you or your family contact a Patient Advocate, please be ready to share the following information:

The nature of your complaint
Your medical record number
The name(s) of the person(s) involved
The department in which the problem occurred
The date on which the problem occurred
Your ideas about how you would like us to help
Our Investigation Will Include:

Asking your permission to start the investigation
Talking with you and/or your family so that we know your concerns
Contacting and talking with the person(s) named in your complaint
Reviewing all appropriate documents, including your medical record, if necessary
Collaborating with you on a possible resolution
What to Expect from the Process:

NECHC and outside regulatory agencies have set standards that we must follow when we manage patient or family complaints. These standards ensure that:

Patients and families are told that they have a right to file a complaint and they are told how to do so
We look into the complaint and, when indicated, make efforts to correct the problem
Each patient or family that makes a complaint receives a response from us
If you present a complaint, your care will not be affected in any way


Phone: 617-643-8106

Hours: 9:00am to 5:00PM Mon thru Fri.

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