Full-service assistance for international patients and families
We understand the stress associated with illness, particularly when treatment is received outside of one’s home country. Our patient service center for international patients pairs individuals seeking care at Mass General Brigham with an international patient liaison who serves as a single point of contact before, during and after the patient’s visit. We hope you’ll allow us to do the hard work of coordination, while you do the greater task of healing.
Some core complimentary services our patient service center offers to all our international patients:
Information and answers
Our friendly, multilingual staff are happy to answer your questions, no matter how big or small. We assist with a wide array of concierge services related to your travel logistics and needs. And our financial specialists are knowledgeable about financial matters surrounding your care and how to work with insurance or financial institutions in your home country.
Appointments and scheduling
Our team will help schedule initial consultations and diagnostic testing based on your clinical needs. We work with you or your referring physician to collect medical records and share them with the Mass General Brigham clinical team prior to your initial appointment. We then collaborate with your Mass General Brigham clinical team to schedule follow-up appointments, surgery, clinical trial participation, or other treatment options recommended by your physicians. If hospital admission is required, we help coordinate that process, and will work with foreign embassies and ministries of health as needed. We provide cost of care estimates and leverage internal expertise and relationships with international insurance companies.
Transportation and lodging
We can assist with long- and short-term lodging arrangements for patients and their families visiting Boston. Our team works with several nearby apartment complexes and hotels that cater specifically to international patients at Mass General Brigham. Often, we can help find a longer-term housing option at a preferred rate. Premium inpatient accommodations are available upon request. For more information about lodging options and how to request hospital discount rates, please contact us directly.
We recommend booking accommodations after your appointments are scheduled. The length of stay depends on the condition and treatment, but we generally suggest allotting 7 to 10 days in case additional testing or treatments are needed after your initial consultations.
Our patient service center can also assist in arranging transportation, including airport pickup and ground or air ambulance services to Mass General Brigham, if requested.
Concierge and language services
We are honored to provide complimentary concierge services to all our international patients and their loved ones, such as:
- Child care services during your appointments
- Pet arrangements
- Restaurant recommendations
- Shopping and entertainment
- Tickets to professional sporting events or concerts
- Tours of historic and landmark sites around Boston
- Clothing needs during inclement weather
Complimentary foreign language interpreters are available to you throughout your appointments. Our nationally trained and certified medical interpreters assist patients and families who are limited English proficient as well as those who are deaf and hard of hearing.
For any other needs, simply ask us: we’re here to assist you.
Financial matters
We recognize that payment for care and discussions regarding finances and insurance are a necessary, but at times, delicate aspect of any medical visit. Your international liaison will assist you with any financial or insurance-related questions that you may have, before, during and after your visit. In addition, you will be paired with an international financial liaison who is knowledgeable about financial matters surrounding your care and how to work with insurance or financial institutions in your home country.
Follow-up care arrangements
Before you leave Mass General Brigham, your international patient liaison will schedule a final check-in to ensure a smooth transition home. During this visit, our team will:
- Review any follow-up appointments that have been scheduled per the recommendation of your clinical team
- Arrange a videoconference between you, your home physician, and your Mass General Brigham team to discuss your care here and continuity of care when you return home, as needed
- Provide a full copy of your medical records, including comprehensive details from your medical visits and/or procedures at Mass General Brigham, follow-up recommendations, and prescriptions
- Ensure that you have filled or refilled any prescription medications or purchased recommended medical equipment prior to departing Boston
- Resolve any remaining questions, concerns, or uncertainties you or your loved ones might have before departing
Our patient service center is fully devoted to helping international patients, and so often, we and our patients become like family to each other. We look forward to helping you through this important journey. Welcome to Mass General Brigham.
