What happened: Midland Health reported fewer patient grievances in fiscal year 2024, as hospital visits and emergency department traffic increased, according to the hospital’s annual Patient Grievance Report.

By the numbers:

  • 266 patient grievances were filed in FY24, down from 288 the previous year.

  • 205,929 total patient visits were recorded, an increase of nearly 11,000.

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  • 72,671 emergency department (ED) visits, slightly up from 72,296 in FY23.

  • 0.18% grievance rate in the ED.

Go deeper: Treatment concerns remained the most common complaint, though they fell from 140 to 124 cases.

  • Communication grievances dropped from 48 to 39.

  • Staff attitude complaints rose slightly from 37 to 41.

The Emergency Department generated the highest number of complaints across categories:

  • Of the 124 treatment-related grievances, 68 came from the ED.

  • The ED also accounted for more than half of attitude-related complaints and about one-third of communication concerns.

Grievances most commonly stemmed from concerns over treatment outcomes, rude or unprofessional behavior, or poor communication, including failure to explain results or update patients on wait times. Grievance volumes remained stable month to month, with no clear seasonal trends. Several hospital units, including Labor & Delivery, Medical-Surgical, Mother-Baby, Oncology, Progressive Care, and Pediatrics, reported fewer complaints compared to the prior year.