Patient Experience

icare: Fostering a Welcoming Environment

What is icare?

icare: is a model and tool designed to help us live by the words of our Mission and Credo. icare provides a set of simple reminders of how we all, regardless of our role, shape the experiences of our patients, their families and our colleagues. Whether providing care directly or indirectly, or when simply walking through the Mass General hallways, we all foster a welcoming environment and have an opportunity to make a lasting impression on our patients, families, visitors and colleagues every day.

Why icare?

icare is a model developed through collaboration between the Office of Patient Experience and an interdisciplinary focus group, including representatives in different roles across the hospital, patients, and steering committees.

Utilizing the icare model benefits everyone - patients, families, visitors and fellow employees - as it:

Supports the Mass General Mission
Is the right thing to do
Helps patients feel welcomed and supported, which is frequently mentioned in patient survey verbatim comment

I communicate in a warm and welcoming manner.

I make eye contact, smile and introduce myself by name and role.
I listen actively, speak clearly and use positive body language.
I ask patients and families what questions or concerns they have.

I advocate on behalf of patients, families, colleagues and myself.

I anticipate needs and choose the attitude of “I’m here to help.”
I put patients and families first and help those who look lost.
I make sure patients, families and colleagues share in decision-making.

I respect and embrace differing values, opinions, and viewpoints.

I apologize when things go wrong.
I honor patients, families and colleagues by being mindful of where I am having conversations.
I help keep our surroundings clean and safe.

I empathize and acknowledge the feelings of others.

I show compassion and make a connection with patients, families and colleagues.
I demonstrate caring through simple gestures of kindness.
I remember that others may be in an unfamiliar environment and rely on us for help.

How can you make a difference with icare?

The icare program is offered throughout Mass General and can include:

area-specific icare Learning Lab sessions (facilitated in-person or virtually) for staff in all role groups
icare Leadership (Leader) Lab sessions (facilitated in-person or virtually) for staff in a leadership role
additional resources such as bi-monthly icare Huddle Messages and quarterly training webinars

icare Huddle Messages

icare Huddle Messages are a quick guide to remind us that we each shape the patient experience, regardless of our role at Mass General.

Each icare Huddle Message:

Highlights an icare standard
Shares our best practice
Details what you can do to make a difference
Provides up-to-date verbatim patient survey comments

icare Learning Labs

icare Learning Labs are customized to your specific service area/clinic/department. Each Learning Lab session:

Is facilitated by a member of the office of Patient Experience in your area/clinic/department (offered personally or virtually).
Consists of both core icare content and customized content to your area/clinic/department based on each individual area's needs and goals.

To learn more about holding an icare Learning Lab in your area, please

icare Leadership Lab

The icare Leadership Lab sessions aim to help leaders promote and maintain a culture of icare. The Leader Lab session is applicable for any leader/manager/supervisor (as defined by those staff who have/will have other staff members directly reporting to them).

To learn more about holding an icare Leadership Lab in your area, please

Mass General icare video

Watch our icare video [internal access]

View Video

Have an idea?
Have a question?

Would you like to share how you use icare in your departmental area? We would love to hear from you.