02/13/2026
UMass Harrington Hospital – Summary of Issues, Ratings & Complaint Patterns
⭐ Overall Snapshot
UMass Memorial Health–Harrington (Southbridge/Webster) has a high volume of patient complaints, especially since the UMass acquisition. Themes include long waits, understaffing, poor communication, and delays in care.
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Complaint & Performance Comparison
| Facility | Complaint Volume | Severity | Common Themes |
|---------|------------------|----------|----------------|
| UMass Harrington (Southbridge/Webster) | High | Moderate to severe | Long ER waits, understaffing, lack of monitoring, poor communication, delays in imaging/labs |
| UMass Memorial Worcester | Moderate | Low to moderate | ER delays, overcrowding, discharge planning issues, communication problems |
| Athena-run facilities (for context) | Very high | Severe | Neglect, abuse, elopement, pressure ulcers, chronic understaffing |
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Detailed Breakdown of UMass Harrington
🏥 1. Patient Experience & Ratings
- 2.3 stars from 226 public reviews — extremely low for a hospital.
- Frequent reports of:
- 6+ hour ER waits
- Only one doctor on duty overnight
- No monitoring for medically fragile patients
- Delays in imaging due to unavailable staff
- Poor communication with families
⚠️ 2. Regulatory & Safety Concerns
- Multiple Massachusetts DPH investigations in recent years.
- Cited for:
- Communication failures
- Delays in care
- Documentation issues
🩺 3. Common Complaint Themes
- Understaffing (especially nights/weekends)
- Delayed or missed care
- Lack of basic comfort care (water, toileting, repositioning)
- Poor discharge planning
- Patients left without updates for hours
🧭 4. Systemic Issues Since UMass Acquisition
- Complaints increased after the merger.
- Community reports describe:
- Reduced staffing
- Fewer specialists
- Longer wait times
- Decline in patient experience
