Feedback & Concerns

Your safety and satisfaction are top priorities at SMHC and we highly value feedback from our patients, their family members and visitors. We recognize employees for their excellence and appreciate hearing whenever we do not meet your expectations. So please let us know if you have any concerns or questions. Our goal is to make sure we take care of any concerns or complaints to your complete satisfaction.

Patient Surveys: 

After you return home, a patient survey may be mailed to you. Your opinion is very important to us and helps us continue to improve our care and services. Your participation in this survey will be very helpful to us and to our future patients. Please take a moment to complete this survey and let us know how we did. If you have any questions about the survey, please call the Quality and Patient Safety Department at 207-283-7909.

Patient Advocate and Care Line:

Please let us take care of any concerns you or your family may have regarding your care before you go home. All members of our team are here to advocate and assist you. Should you have concerns or questions during your hospital stay, please share them with your nurse, the nurse manager or the supervisor. They will work with your physician and other members of your care team to best assist you. You may also ask to speak with our Patient Advocate if you require further assistance. 

If you would like to share compliments or concerns about your visit after you are home, please contact the Patient Advocate.

SMHC's Patient Advocate can be reached by calling 207-283-7498. Calls are answered Monday - Friday, 8:00 am to 4:30 pm. 

You may also leave a confidential voicemail message on our Care Line at 207-283-7662. 

Please note that the Quality & Patient Safety Department is unable to assist you with billing questions. Please contact a MaineHealth Patient Financial Services Representative at 207-887-5100 if you have questions about your bill.

Other Options

If you have a concern about your care or safety, or a complaint, we are here to help and encourage you to consider the following:

Bring your concern or complaint to the attention of a staff member, so that we can take care of it as soon as possible.

If the staff member doesn’t take care of the issue to your complete satisfaction, ask to speak to the person in charge. You may also ask to speak to a Patient Advocate or call the CARE LINE at 207-283-7909.

If the person in charge is still unable to take care of the issue to your satisfaction, you may contact the:
- Department of Quality & Patient Safety: 207-283-7253
- Or mail your comments to:
  Southern Maine Health Care
  1 Medical Center Drive / PO Box 626
  Biddeford, Maine 04005-0626

If you are a Medicare recipient, you may contact Northeast Health Care Quality Foundation
1-800-772-0151, 1-800-MEDICARE
(1-800-633-4227) or TTY/TTD 1-877-486-2048.

Whether you take any of the above steps or not, you may also contact the following state agency about your complaint or concern:

Department of Health & Human Services*
Division of Licensing and Regulatory Services
State House Station #11
41 Anthony Avenue
Augusta, Maine 04333
Tel.: 1-800-791-4080 or 207-287-9300
TDD: Maine relay 711

If you feel that your patient care issues, safety concerns or complaints cannot be taken care of through the hospital’s internal grievance process, you may contact The Joint Commission’s Office of Quality Monitoring to register your complaint. To contact The Joint Commission, you can call 800-994-6610 or send an e-mail to: complaint@jointcommission.org

* Please note that neither the Department of Health & Human Services nor The Joint Commission address billing concerns. Please contact SMHC directly if you have questions about your bill.