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A message to our Virginia Mason Medical Center Patients from Julie Manas, President, Virginia Mason Franciscan Health

June 5, 2026

I am writing to offer our sincere apology.

Recently, we introduced a new patient portal and mobile app for Virginia Mason Medical Center and associated clinics. While we believed this would make it easier for you to manage your care online, we recognize that the introduction of these tools did not go as smoothly as planned, and we fell short of the high standards you expect and deserve.

We understand that these challenges have caused various degrees of disruption. For those who experienced frustration and inconvenience, or challenges to care access, we are profoundly sorry. We deeply regret the negative impact this has had for you.

Please know that we are listening closely to your feedback and are working tirelessly to resolve every issue as quickly as possible. Your experience and well-being are at the heart of all we do.

Our care teams remain fully dedicated to your well-being and are here to ensure all your healthcare needs are met with the compassion and quality you expect from us.

If you continue to experience challenges with the new patient portal or mobile app, please don't hesitate to contact us. We're experiencing high call volumes and longer on-hold wait times than usual, but we want to hear from you. We appreciate your patience during this time.

We deeply value the trust you place in us as your healthcare partner. We are committed to transparency as we work through these issues, and our focus remains firmly on delivering the high-quality, compassionate care you expect and deserve.

Thank you for your patience and understanding as we work to improve your experience and restore your confidence. We are honored to serve you.

Sincerely,

Julie Manas
President, Virginia Mason Franciscan Health
and CommonSpirit Health, Northwest Region