Patient Relations

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: Farley Building, 1st Floor
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 (AOD). 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 Avenue
Boston, MA 02115

The patient or patient representative may lodge a grievance directly with the Department of Public Health, Joint Commission or any other regulatory agency regardless of whether he/she has first used the hospital's grievance process.

Advocacy Office, Patient Protection Unit
Division of Health Care Quality
Department of Public Health
99 Chauncy Street, 2nd Floor
Boston, MA 02116v 617-727-8984 or 800-462-5540 (24 hours a day)

For questions about ACO appeals line for Primary Care at Longwood, Primary Care at Martha Eliot and Adolescent medicine, learn more about our appeal process.

Board of Registration in Medicine
560 Harrison Ave., Suite G-4
Boston, MA 02118

You may be asked to help Boston Children's Hospital maintain its high standards through a survey conducted periodically to learn about families' experiences in the hospital. Your responses will help us understand how we can better serve our patients and families.