Customer Service

Boston EMS highly values public opinion and encourages the citizens and visitors of the City of Boston to offer recommendations on ways in which we can enhance our service delivery. Additionally, Boston EMS welcomes commendations as well as concerns regarding the performance of personnel. Members of the public can provide feedback by completing the Patient Satisfaction Survey or by submitting a formal commendation and/or complaint form to Boston EMS’ Professional Standards Division.

Contact Phone Numbers

Billing Related Issues: 1-888-317-2920
Commendations/Complaints: 617-343-1144
General Questions: 617-343-2367

Contact Boston EMS

Patient Satisfaction  Survey

Boston EMS is committed to providing patients with outstanding pre-hospital emergency medical care. In order to ensure that we are providing a service that meets the needs of the public, we depend on patients to tell us what we are doing right and where improvements can be made. The Patient Satisfaction Survey, found by clicking the link below, asks about the level of care you recently received from Boston EMS. We appreciate your time and thank you for completing our survey.

Complete the Patient Satisfaction Survey

Commendations

If you have received exceptional care from Boston EMS, we would like to hear about your experience so that we can recognize and celebrate the individuals involved. You can provide feedback in one of three ways:

  • Online:
    Submit a Commendation Form

  • By Mail or Fax:
    Submit a complete Commendation/Complaint form to:

    Boston EMS, Attn: Professional Standards Division
    785 Albany Street
    Boston, MA 02118

    Fax: 617-343-1326.

    Commendation/Complaint Form

  • By Phone:
    Call 617-343-1144 during normal business hours to provide feedback by phone.

Complaints

Boston EMS welcomes concerns about its service and/or personnel. Constructive comments help us to maintain the highest possible standards. Members of the public can file a formal complaint in one of three ways:

  • Online:
    Submit a Complaint Form

  • By Mail or Fax:
    Submit a complete Commendation/Complaint form to:

    Boston EMS, Attn: Professional Standards Division
    785 Albany Street
    Boston, MA 02118

    Fax: 617-343-1326.

    Commendation/Complaint Form

  • By Phone:
    Call 617-343-1144 during normal business hours to provide feedback by phone.

We ask that complaints be filed as soon after the event as possible.

Who will investigate my complaint?

Boston EMS’ Professional Standards Division is responsible for investigating and responding to customer complaints. Professional Standards strives to complete all investigations in a timely manner and oversee the resolution process to the satisfaction of the customer, wherever possible.

What is the investigation process?

After you submit your concern, you will be contacted by a member of Professional Standards who will gather more information as necessary and explain the investigation process. The investigation may include a review of all applicable documentation, reports, and policies and procedures. The investigation may also include interviews with Boston EMS personnel and any witnesses to the alleged incident. Once all evidence has been gathered and evaluated, Professional Standards will take appropriate action.

How long will it take to investigate my complaint?

The Professional Standards Division aims to complete investigations within 30 days; however, depending on the nature of the complaint the review process may take longer. Professional Standards will provide you with status updates should the review process exceed 30 days.

Will I be notified of the outcome of my complaint?

When the investigation is complete, you will be notified in writing.