Patient Experience

We welcome and value feedback from our patients, their families and visitors. Your opinions about our programs, people, and services are extremely important to us. The Patient Experience Department is here to help you with: 

• Concerns about our services or staff
• Concerns about the care you or a loved one are receiving
• Compliments regarding our staff
• Other concerns, comments or suggestions 

• Calling 781-624-8888
• Emailing patientexperience [at] southshorehealth.org (patientexperience[at]southshorehealth[dot]org)
• Sending a letter to South Shore Health, Attention: Patient Experience Department, 55 Fogg Road, Mailbox #50, South Weymouth, MA 02190

Complaint Process

At South Shore Health, we work hard to meet your expectations, but understand there may be times we may not succeed. When this happens, we want to learn from your unique experiences.  If you have a concern, we recommend that you first speak directly to the staff member or manager of the department in which the problem has occurred. If these attempts do not resolve the situation or if you need support, please contact the Patient Experience Department. You have the right to tell us when there is a concern. If you present a complaint, your care will not be impacted in any way.

When contacting the Patient Experience Department, please be ready to share the following information:

• The nature of your complaint
• Your name and date of birth
• Your medical record number (if available)
• The South Shore Health Department in which the problem occurred
• The name(s) of any staff member(s) involved
• The date and time at which the problem occurred
• Your ideas and suggestions about how you would like us to help
   

The Patient Experience Department will conduct a review which will include:

• Asking your permission to start the review in circumstances where someone else is calling on your behalf
• Talking with you so that we understand your concerns
• 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
• Keeping you updated throughout the course of the review including resolution
• Documenting your case, review activities, and resolution in our database

Compliment Process

You may extend a compliment to an individual staff member or to a department by contacting the Patient Experience Department.

• You can expect to receive an acknowledgment of your compliment
• Your feedback will be shared with the appropriate staff member or department
• Compliments are documented in our database so that we can learn from and spread our successes

Patient Experience Surveys

We encourage patients to complete and return patient experience surveys you may receive after a visit. We use your feedback and comments to identify opportunities to enhance our patient care and operations as well as celebrate our staff.  Thank you for taking the time to tell us about your experience!