More than 90% of patients reported a negative experience with Providence while 92% support union nurses and doctors striking to improve care.
Jan. 6, 2025 (Portland, OR) – Patients are sharing their frustrations with Providence as nearly 5,000 frontline nurses, doctors, nurse practitioners, midwives and other providers prepare for a historic strike against Providence Health & Services—Oregon’s largest healthcare company. In recent surveys, more than 90% of Providence patients reported having a negative experience at a Providence facility in the past three years. A majority of patients reported multiple negative experiences with Providence—citing issues ranging from long waits for emergency and urgent care, difficulty scheduling appointments, not having enough time with providers, and high or unexpected bills.
Providence’s illegal refusal to bargain with its workers may exacerbate the situation and lead to Oregon’s largest healthcare worker strike starting Jan. 10. Healthcare workers have repeatedly offered to meet with Providence executives anywhere and anytime to negotiate a fair agreement and avert a strike.
In the event of a strike, healthcare workers will have plenty of public support. Ninety-two percent of patients reported they would support striking nurses and healthcare providers at Providence.
The Oregon Nurses Association (ONA) conducted two online surveys this fall asking Oregonians to share their experiences with Providence hospitals, urgent care and clinics; their ideas to improve care; and their support for union nurses and healthcare workers fighting for fair contracts at Providence. More than 150 Oregonians completed the survey to share their experiences.
Key Survey Findings:
- More than 90% of Providence patients reported having a negative experience at a Providence facility in the past three years.
- A majority of patients reported multiple negative experiences with Providence.
- Ninety-two percent of patients reported they support striking nurses and healthcare providers at Providence.
Additional Findings:
- Providence patients report they are struggling to access care at Providence facilities. A majority of participants reported it was difficult to schedule appointments with Providence; leading many feeling frustrated and lost.
In their own words
Waited 3 months for " new patient" exam, then the DR called in sick and they scheduled me 5 more months! I have been a patient at the clinic for 20 years, but my long time pcp (primary care provider) left, so I needed a new patient appt. and they only do so many per month!
I couldn’t get my first appointment until 5 months. Every time I call I can never see a provider, only virtual.
I had to wait months to meet with a provider to get birth control. I also do not get enough time with my provider and therefore a lot of unanswered questions.
I stopped seeking a providence PCP because appts were months weeks/months out even as an established patient.
It takes 3-6 months to get an appointment with my provider even though I am an established patient. Why are things so bad still? COVID is not the only thing to blame anymore.
My doctor left the Providence Medford Family Practice in December 2023. I am still waiting for a new doctor, a year later. I can’t get an appointment, so If I have a medical issue, I have been directed to go to the urgent care clinic or the emergency room. I am 72 years old and I need a real doctor who knows me, not an urgent care clinic with revolving PAs.
Our Providence Medical Group repeatedly cancelling appointments that had been scheduled months in advance. When cancelling, saying they are now fully booked and we can't get a rescheduled appointment for months. It has happened so many times in the past few years. We would leave, but we love our doctor. It used to be so much better.
- When they are able to access care, Providence patients report they do not receive enough time with healthcare providers in both hospital and clinic settings.
In their own words
Never have enough time with my PCP, ever. PCP left Providence a year ago due to unmanageable patient load and awful work environment. I finally met my new PCP who was automatically assigned to me. She was great but rushed through the visit - I understand why, but it doesn’t make me feel any better.
Always long wait times and short time with providers
My PCP sees too many patients and doesn't have the time to help me in my appt.
Not enough time with Healthcare provider in outpt setting. The provider came in for exam rushed through the exam then rushed out. Either too many patients scheduled or my need wasn't bringing in as much money as other patients, likely both.
Feels more like an assembly line. Felt rushed
- Patients are feeling the impact of short-staffing at Providence facilities--leading to longer wait times and lower standards of care.
In their own words
Husband was in hospital for two weeks. Every day (!) it seemed he had a different nurse, and the majority of the time it was a contract nurse. I felt that there was not the type of nursing care that we had received in the past where you had the same nurse for several days.
Nurses are over worked and can not give their patients 100%. The increase of patient to nurse ratios has been evident in my care in the hospital. It worries me that caregivers are put in a situation of making a potential error because they can not practice safely. It is concerning to me that providence is shifting to a dangerous model that puts patients and caregivers at risk.
ER very backed up. Too many travel nurses who didn't care. Not enough CNAs
I had nurses helping me who were covering two different floors at the same time.
Long wait time in the emergency room, it was definitely due to staffing
- Patients consistently praised the frontline nurses, healthcare providers and staff at Providence for their care, support and compassion. Respondents regularly credited caregivers as the main source of their positive experiences with Providence, even under difficult circumstances.
In their own words
Every single person I came across, from the doctors to Environmental Services took even just a moment to make sure I was ok and I had what I needed....from knowledge to blankets to food. The quality of people is top tier.
The staff is amazing, hard working. We hear in the news about nurses shortages, IV fluids and meds being in short supply. The staff still are able to give great care.
The staff always give their best, even though they look really tired
The nurses and doctors were always very friendly. The nurses went above and beyond for both myself and my children.
Providers are knowledgeable and caring once you can access care
The providers I have with providence offer excellent knowledge and help when they can. Quality providers are being pulled too thin.
The people that work at Providence actually care. It is hard and sad to see that they are not being paid comparable wages and are being forced to seek work elsewhere.
As an ALS patient I've had 10-20 appointments a year with Providence providers since 2018. Without exception they have all exceeded my expectations. Whether it's scheduling, billing, or the actual care, every interaction has been handled well. When issues did arise, they were resolved efficiently and the staff made sure that I was satisfied with the outcome. This is why I believe that every employee should be compensated at the top of the appropriate range. They've earned it through dedication and professionalism.
- Surveys showed patients and providers agree on solutions. When asked for ways to improve care and avoid repeating negative experiences with Providence, patients consistently recommended adding frontline staff to improve care, reduce waits and give patients more time with their providers. Patients also cautioned Providence against outsourcing staff and services. Many patients surveyed criticized the quality and timeliness of Providence’s laboratory services after Providence sold them to the multinational Laboratory Corporation of America in 2023.
In their own words
Bring nurses and other employees wages and benefits up to encourage them to stay. When you go in so many of the staff have contractor badges on.
Staff up, attract good staff and make them want to stay. Stop selling off pieces to big national companies that don’t care.
Have more doctors available so ER wait times are reduced and so appts can be scheduled in timely manner.
Hire more providers so that patients can actually get appts and make the appointment times longer so the provider can actually spend time with a patient.
Fund more staff so providers aren’t so overworked and busy and can actually see and be responsive to their patients.
Properly staff their medical facilities, offer competitive wages, and stop outsourcing labor.
Duh! Assess where the need is, prioritize the needs. Hire more and appropriately trained staff. Treat them fairly and pay them well enough to retain the quality employees.
Hire more providers. Pay the providers a fair and equitable wage. Do not replace these doctors with a private equity firm.
Listen to your doctors who are telling you how to deliver safe, comprehensive care.
Create a work environment that places patient care and providers above profit. No one likes this situation. Patients can't get the care the need and providers aren't able to properly care for their patients with the high caseload.
Providence has the chance to be a competitive hospital system that prides itself in safety of staff and patients. They need to step away from stockpiling money and profits and look back to what Providence was meant to be.
###
The Oregon Nurses Association (ONA) represents a diverse community of more than 21,000 nurses, and healthcare professionals throughout Oregon. Together, we use our collective power to advocate for critical issues impacting patients, nurses, and health care professionals including a more effective, affordable and accessible healthcare system; better working conditions for all health care professionals; and healthier communities. For more information visit www.OregonRN.org.
The Pacific Northwest Hospital Medicine Association (PNWHMA) was created in 2015 as the first hospitalist-specific labor union in the United States. It has since expanded to represent more doctors and advanced practice providers. PNWHMA is affiliated with AFT Healthcare—the fastest-growing healthcare union in the country. AFT Healthcare represents more than 200,000 members in 100 locals in 18 states and territories. PNWHMA bargaining units are serviced by ONA.
