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Customer Story · Mass General Brigham Part 1

Mass General Brigham Seeks a Caliber of Training Equal to Its Own Distinction.

Mass General Brigham partnered with WILL Interactive to roll out a customized, scalable harassment prevention training program across its 80,000-strong workforce. The initiative combined online and in-person learning, multilingual access, and leadership engagement to promote a culture of respect and professionalism.

Mass General Brigham customer story

Company Size

80,000 Employees

16 institutions

Solution

  • Guaranteed Compliance
  • Multilingual Access & Leadership-Specific Content
  • Online and In-Person Delivery with Tracking Tools

Industry

Healthcare

Impact

Strengthened workplace culture and improved respectful conduct across the organization

Project Overview

To support its mission of excellence in healthcare and workplace culture, Mass General Brigham partnered with WILL Interactive to implement a large-scale harassment prevention training program across its 16 institutions. With a workforce of approximately 80,000 and a diverse range of roles and learning environments, the organization needed a scalable, compliant, and culturally resonant solution. WILL delivered a customized version of Common Ground Healthcare as the foundation for the Know The Line initiative—featuring multilingual support, in-person facilitation, and integration with Mass General Brigham's systems—to ensure widespread engagement and consistent messaging around respect, professionalism, and equity.

Key Highlights

  • Delivered customized, compliant harassment prevention training to over 140,000 employees
  • Provided multilingual versions (Spanish, Portuguese, Haitian Creole) to support workforce diversity
  • Conducted in-person train-the-trainer workshops and created tailored facilitation materials
  • Integrated training into the organization's LMS and supported administrators with tracking and reporting tools

The Need

World-renowned in virtually every area of medicine, Mass General Brigham includes the teaching hospitals of Harvard Medical School, has 2.5 million patients annually, and generates $18 billion in operating revenue plus more than $2 billion in research funding. Brigham and Women's and Massachusetts General are consistently ranked among the best hospitals in America, with at least 22 Nobel Prize winners affiliated with Mass General Brigham institutions.

With a staff of ~80,000—the largest employer in the state of Massachusetts—leaders searched for the highest standard of professional conduct training with the ease of implementation and tracking across multiple institutions, occupational relationships, and trainee environments.

The Answer

Mass General Brigham demonstrated its commitment to a harassment-free workplace by selecting WILL's Common Ground Healthcare harassment and abusive conduct prevention course as the centerpiece of its Know The Line initiative.

Addressing What Matters for Their Business

Meeting Compliance Requirements and Enhancing a Culture of Respect

WILL's Common Ground Healthcare presents a comprehensive, compliant learning experience in a story-based, interactive format that is as engaging as it is effective. Mass General Brigham's Know The Line initiative builds on this experience with messaging that emphasizes the imperative of treating every team member with dignity and respect.

Total Organizational Solution

Mass General Brigham needed the scalability and quality that comes with a blend of online learning and in-person training to reach tens of thousands of team members across Massachusetts and New Hampshire. Asynchronous learners accessed WILL training via Mass General Brigham's own learning management system, though administrators could also use WILL's intuitive dashboard to monitor usage, confirm completion, and generate reports.

Select supervisors and senior leadership were provided in-person training using Common Ground Healthcare as the foundation. WILL trainers led in-person sessions and completed a one-week, train-the-trainer workshop to coach and certify Mass General Brigham's in-house trainers. WILL developed a customized Facilitators Guide and Train-The-Trainer guide tailored to Mass General Brigham's policies, expectations, and culture.

In addition, WILL translated and dubbed Mass General Brigham's customized solution into Spanish, Portuguese, and Haitian Creole and created a bespoke version of the training for senior leadership. WILL also wrote, directed, and edited a custom opening video—starring Mass General Brigham employees—to introduce the Know The Line initiative.

Evaluation

To date, Mass General Brigham employees have taken Common Ground Healthcare over 140,000 times. A pre and post-test analysis was conducted to measure Common Ground Healthcare's impact upon knowledge, attitudes, and behavioral intent. All outcome measures showed improvement, with most showing statistically significant positive results.

In addition, qualitative ratings were gathered with over 99% of users (n=11,817) giving feedback that Common Ground Healthcare is effective at helping them in their work.

A Commitment to Excellence

No part of Mass General Brigham's commitment to excellence in healthcare can be anything less than superlative—that includes their healthy and positive workplace culture. As a global healthcare leader with a workforce that expects and deserves the best, Mass General Brigham chose WILL for harassment prevention training that equaled their caliber of distinction.

The Results

Mass General Brigham successfully deployed WILL Interactive's Common Ground Healthcare training to over 140,000 employees as part of its Know The Line initiative, reinforcing a culture of respect and professionalism across 16 institutions. The training, delivered through both online and in-person formats, was customized for leadership and translated into multiple languages to ensure accessibility for a diverse workforce. Pre- and post-training evaluations showed significant improvements in employee knowledge, attitudes, and behavioral intent, while over 99% of learners rated the training as effective. With scalable implementation, high engagement, and measurable outcomes, the program reflects Mass General Brigham's commitment to setting the highest standards not only in patient care but also in workplace culture.

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