Massachusetts General Hospital review: What is the role of the office of patient and family relations at mgh

If you have an issue or any concerns regarding the quality of care or the accuracy and completeness of communication between providers and patients, in my opinion, discussing your issues with the Patient and Family Relations group at MGH will be a waste of time. I felt I had a legitimate complaint regarding accuracy of communication which resulted in the delay of necessary treatment.
My initial complaint was filed on January 11, 2025, following the format detailed on the MGH website. On January 13, I received an email acknowledging receipt of my documents assuring me that my issues would be investigated and that I would be kept informed of progress “as the investigation moves forward.” Hearing nothing, on January 30 I sent a follow-up email requesting news of any progress. On March 17 I sent another email requesting an update. Finally, on March 28 I called the office of Patient and Family relations and was told that Justin had been assigned to my case and that he would call me shortly. As of today (April 29, 2025), I have heard nothing.
I find it interesting that there is an appeal process if you are not satisfied with the outcome of the investigation. Can I appeal being ignored? Since my situation is neither catastrophic nor permanent, I can only conclude that this group’s primary purpose is to head off potential litigation. My experience would indicate that if your case were not something that a malpractice attorney would jump at, you too will be ignored. Conversely, I can only conclude that if you do have a case worthy of litigation, you would be better served to skip the office of Patient and Family Relations.

Kevin A. Paquin
MRN 5746885