Navigating Care: Inside International Patient Services | Mass General Brigham

Why It Matters

The program demonstrates how comprehensive, patient‑centric logistics can expand a hospital’s global reach while delivering higher quality outcomes for international patients.

Key Takeaways

• 60-person multilingual team coordinates international patient journeys end-to-end
• Dedicated liaison serves as single point of contact for families
• Team secures visas, interpreters, and concierge services at no cost
• Post‑treatment plans are shared with patients’ home‑country providers
• Emphasis on compassionate care transcends cultural and geographic boundaries

Summary

Mass General Brigham’s International Patient Services (IPS) team in Boston offers a dedicated, end‑to‑end experience for patients traveling from abroad, handling everything from initial contact to post‑discharge follow‑up.

The 60‑person, multilingual unit acts as the first point of contact, assigning a single liaison who gathers medical records, coordinates with treating physicians, secures visas, and arranges professional medical interpreters and concierge travel support—all at no cost to the patient.

Physician Dr. [Name]—with 45 years of practice—emphasizes the mission: “It’s really about doing the right thing for our fellow human beings… regardless of where they come from.” Boston’s multicultural environment further enriches the patient experience with diverse cuisine and cultural activities.

By integrating clinical coordination with logistical assistance, IPS not only improves outcomes and patient satisfaction but also positions Mass General Brigham as a global referral hub, driving international volume and reinforcing its brand in competitive health‑care markets.

Original Description

For patients traveling to Boston, Mass General Brigham’s International Patient Services (IPS) team helps deliver a compassionate, seamless care experience—before, during, and after a visit.

In this operational overview, you’ll see how IPS supports international patients through:

• A dedicated point of contact (international patient liaison) throughout the patient journey

• Medical record collection and case triage, including coordination with treating physicians

• Streamlined appointment access and care coordination across specialties

• Support beyond medical care, including documentation that may help with travel needs such as visas

• Professional medical interpreter services at no cost, to support clear communication

• Concierge-level support in Boston, helping patients and families focus on recovery

• Continuity of care after patients return home, with recommendations shared back to the home care team

This video features perspectives from IPS leaders and clinicians, highlighting the empathy, personalization, and operational excellence behind the international patient experience.

To learn more, visit www.massgeneralbrigham.org/international

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About Mass General Brigham:

Mass General Brigham combines the strength of two world-class academic medical centers, five nationally ranked specialty hospitals, 11 community hospitals, and dozens of health centers. Our doctors and researchers accelerate medical breakthroughs and drive innovations in patient care. They are leaders in medical education, serving as Harvard Medical School faculty and training the next generation of physicians. Mass General Brigham’s mission is to deliver the best, affordable health care to patients everywhere. Together, we transform the health of our communities and beyond.

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