Patient Relations

Answering your questions, addressing your concerns

Patient Relations at Mount Auburn Hospital

At Mount Auburn Hospital we strive to provide the best possible care for every patient. We want your patient experience to reflect our mission of delivering clinical excellence with compassion.

What To Do When You have a Concern or Problem

Your feedback is important. It helps us learn what works well and where we can improve. If you have a concern or problem with your care or a family member’s care, please first speak to a member of the care team.

We encourage you to contact the Patient Relations Department when:

  • Your concerns are not addressed
  • You wish to speak with someone not directly involved with your care

We will work with you and your team to address your concerns.

Please call us at 617-499-5100 or email us.

Our office is open Monday–Friday, 8:00 am to 4:30 pm.

Our address is:

Patient Relations Department 
Division of Quality and Safety
330 Mount Auburn St. 
Cambridge, MA 02138

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

Learn More About Patient Relations

When you are admitted to Mount Auburn Hospital, you receive information about your rights and responsibilities.

If you visit us for outpatient care, you will find patient relations brochures in all outpatient areas and waiting rooms.

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

How To Report a Complaint to an Outside Agency

You may contact one of several agencies to file a complaint or a compliment.

Massachusetts Board of Registration in Medicine
Patient Care Assessment Unit 200
200 Harvard Mill Square, Suite 330
Wakefield, MA 01880
Phone: 800-377-0550
Phone: 781-876-8200

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

Complaint Unit, Massachusetts 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

Medicare Concerns

If you have Medicare, contact:

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

Concerns About Limitations of Care and Referral Restrictions

For complaints related to referral restrictions or other limitations of care, please contact Patient Relations at 617-499-5100 or email us.

We can address these matters if you have insurance through a Blue Cross Blue Shield HMO, Harvard Pilgrim, or Tufts HMO and a Mount Auburn Hospital primary care doctor.

If your complaint is related to restrictions that should be addressed by your health insurer, call the number on the back of your insurance card.

You may also contact:

The Office of Patient Protection
50 Milk Street, 8th Floor
Boston, MA 01209
Phone: 800-436-7757

You have the right to designate a third party of your choosing to act on your behalf during any appeals process.

Discrimination Concerns

If you believe you have experienced discrimination, you may contact:

U.S. Department of Health and Human Services
200 Independence Avenue S.W.
Room 509F, HHH Building
Washington, DC 20201

Patient Relations Resources

Get more information about billing, care quality and your patient rights.

Billing Questions

Explore information about bill pay, insurance and financial aid to cover the cost of your care at Mount Auburn Hospital.

Patient & Family Advisory Council

Understand how patients and families help us improve the health care services we provide.

Patient Rights & Responsibilities

Know your rights and responsibilities as a Mount Auburn Hospital patient.

Quality & Patient Safety

Learn more about our commitment to patient safety and quality care.

Recognize a Staff Member

Please tell us how a member of your care team impacted your stay.

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.

Contact Patient Relations