Talk to the health care facility where you got your care
A good first step is to bring your concern directly to the facility where you are getting care. Most hospitals have trained staff to work with patient and consumer complaints. Use this list to find the right department at hospitals in Massachusetts. At surgery centers, nursing homes, and all other facility types, contact someone on the management team to voice your concerns. Many organizations have grievance processes for residents and patients to submit complaints, including concerns about unsafe conditions or treatment.
Report to a state agency about poor care received at a licensed facility
Most health care facilities are licensed by the state. This includes hospitals, clinics, dialysis centers, ambulatory surgery centers or nursing homes. The Department of Public Health’s Division of Health Care Facility Licensure and Certification will accept your complaint or concern.
What you should know:
- Submit your complaint form in writing by either fax or mail to the contact information [listed below or wherever it is].
- A 24-hour complaint line is also available to patients at 1-800-462-5540 or 1-617-753-8150.
- You may make an anonymous complaint, but providing your name and phone number allows DPH to provide you with updates regarding your complaint.
Mailing address:
Division of Health Care Facility Licensure and Certification
Complaint Intake Unit
67 Forest Street
Marlborough, Massachusetts 01752
Fax number: 617-753-8165
Please note: to protect patient and resident privacy, all complaints must be made by fax, mail, or telephone. Do not use email for any complaint materials.
You can also file a complaint with The Joint Commission, a nonprofit that accredits most hospitals and many other health care organizations. You can report adverse events using this online form or by email, fax, or mail. The Joint Commission may follow up with the facility about your concern or investigate certain complaints.
Report instances of elder abuse or neglect by calling the state’s Elder Abuse Hotline at 1-800-922-2275 open 24 hours a day, seven days a week. Abuse includes not only physical or sexual abuse, but also emotional or financial exploitation and neglect by a caregiver.
Mail this complaint form to the state’s Department of Mental Health to report concerns about dangerous, illegal, or inhumane treatment of an individual receiving mental health services. The form should be used for any complaint involving a program or facility that DMH operates, contracts with, or licenses.
You may also direct questions to the DMH Director of Investigations at 1-617-626-8108 or the agency’s Information and Resource line at 1-800-221-0053.
Mailing address:
Department of Mental Health
Central Office of Investigations
25 Staniford Street
Boston, MA 02114
Let the state’s Office of Emergency Medical Services know about your concern by completing this EMS complaint form and submitting it via email, fax, or mail at the contact information listed below. For questions about the agency’s complaint process, call 1-617-753-7300.
Mailing address:
Office of Emergency Medical Services
Department of Public Health
67 Forest Street
Marlborough, MA 01752
Fax: (617) 753-7320
Email: OEMS.Complaints@state.ma.us
Report to an agency about poor care received from an individual provider
Professional boards oversee clinicians and other licensed health care providers . If you believe a Massachusetts provider was negligent or behaved in an unprofessional way, you may report your concern to a licensing board using the forms linked below: