Memorial Health System is considered one of the city’s treasures.
But every so often, Memorial is the source of blistering complaints.
On May 24, for example, Wendy Nauman ripped the city-owned enterprise – and one of its nurses – on Memorial’s Facebook page.
“I think it is aweful (sic) that your hospital would make a 5 year old wait from 10 pm to 6 am for 5 stitches in her hand,” Nauman wrote at 7:10 p.m.
“MEMORIAL NORTH SUCKS AND SHANNON T (is) the worst nurse I have ever met,” she wrote.
The next morning, Memorial spokesman Brian Newsome responded to Nauman’s complaint.
“Wendy, I’m so sorry to hear you had a bad experience, and thank you for letting us know about it,” Newsome wrote on Facebook.
“I would suggest calling Medical Social Work at 365-5621, where you could voice your complaint with a patient representative,” he wrote.
Newsome’s advice triggered an open-records request for “all patient complaints” filed against Memorial since January 2010. Memorial rejected the request, saying the documents are protected.
Since Memorial won’t release the complaints, it’s unknown whether patients are complaining about the cafeteria food or an incompetent surgeon.
Even though it won’t release the actual complaints, Memorial this week agreed to release the number of complaints filed with the hospital system since January 2009.
“Memorial received 2,011 complaints relative to the more than 780,000 outpatient visits and more than 50,000 inpatient stays provided,” Memorial spokeswoman Cari Davis said in an e-mail.
“Though 2,011 complaints may be small relative to the total number of patients served, Memorial treats every complaint seriously, with the ultimate goal that every patient has an excellent care experience,” Davis said in a follow-up e-mail.
Memorial received the most patient complaints – 139 – in March 2009. It received the lowest number – 77 – last month, according to documents provided by Memorial.
Here’s a link to the full report.