The Ombuds is a highly-trained and independent and impartial conflict resolution professional who listens without judgement and can help you:

  • untangle and clarify issues
  • define desired outcomes/goals
  • discover different perspectives
  • explore options and strategies
  • utilize resolution strategies and gain confidence to move forward effectively
  • clarify the purpose or intention of a policy

Making appointments

  • We are available to everyone across the Boston Children’s enterprise.
  • Virtual and in-person appointments can be made confidentially and anonymously through our dedicated telephone number (617-355-2865) or through our Ombuds Visit Request Form.
    • We do not limit or cap the number of visits you can make with the Ombuds.
    • We’ll work around your schedule.
    • We can meet by Zoom, telephone, and in-person.
  • Interpreters are available.
  • The Ombuds Office will work with you to ensure that your experience is culturally sensitive and informed.
  • Because we’re a confidential and informal resource, talking with the Ombuds about an issue you’re experiencing doesn’t register or log any complaint or claim you may have against the hospital. If you would like to make a formal complaint about an issue you are experiencing at the hospital, we will discuss the available options and refer you to the right place.
  • We are not part of and do not participate in formal investigations or audits.

How it works

  • “What happened?” (Telling your story/sharing your perspective—this may be all you need)
  • “What would you like to see happen?” (Future oriented: clarifying expectations, identifying interests, and defining goals)
  • “What are the options available to make that happen?” (Discussing and exploring possible next steps)

How we protect and ensure confidentiality

  • You can remain anonymous: you don’t have to give your name or any identifying information
    • We do ask optional demographic questions (age range, ethnicity, general area of work, etc.). This information assists us in providing aggregated and anonymized feedback to leadership about trends and opportunities for system-wide change and improvements
  • Except in very specific circumstances, like imminent risk to self or others, we don’t share who comes to the office or what they discuss
  • The office doesn’t keep or create records
  • Our charter details the ways in which confidentiality is protected and maintained for individuals and for the enterprise
  • We refrain from using email — email is not a confidential communication source
  • Only the Ombuds Office has access to information; all data is secured—whether electronic or otherwise