Patient Relations | Overview
Boston Children's Hospital is committed to a partnership model with patients and their families. Despite the hospital’s best efforts, concerns or complaints may arise around the care of the patient or associated processes. Concerns and complaints will be addressed in a timely and thorough fashion. Patients and parents are encouraged to address concerns and complaints directly with the clinical team or Program Director of the clinical unit or program where your child received his/her services.
Families and staff may also speak with a Patient Relations representative to resolve existing concerns.
Contact us
Location: Hale Center for Families; Main lobby
Hours: Monday through Friday, 8:30 a.m. to 4:30 p.m.
Phone: 617-355-7673
After 4:30 p.m. and on weekends, call the administrator on duty (NAOC). Call ext. 5-6363 from inside the hospital or 617-355-6369 from outside the hospital.
If the call is not urgent, please call 617-355-7673 and leave a message. Your call will be returned by a Patient Relations staff member within 24 hours if you are calling during the week and on the following business day if you are calling on weekends.
Mailing address
Patient Relations Department
Boston Children's Hospital
300 Longwood Ave.
Boston, MA 02115
The patient or patient representative may lodge a grievance directly with the Massachusetts Department of Public Health, The Joint Commission and/or Centers for Medicare and Medicaid Services (CMS) regardless of whether the patient or patient representative has first used the hospital's grievance process.
How to contact the Massachusetts Department of Public Health, The Joint Commission, or Centers for Medicare and Medicaid Services (CMS):
Massachusetts Department of Public Health
Advocacy Office, Patient Protection Unit
Division of Health Care Facility Licensure and Certification
By phone:
617-727-8984 or 800-462-5540 (24 hours a day)
By mail:
99 Chauncy St., 2nd Floor
Boston, MA 02116
The Joint Commission
Online: https://www.jointcommission.org/report_a_complaint.aspx
By fax: 630-792-5636
By mail: Office of Quality and Patient Safety
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Centers for Medicare and Medicaid Services (CMS)
Visit https://www.cms.gov/About-CMS/Agency-Information/ContactCMS/index.html