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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 and your family with any needs or concerns. SMHC has a Patient Advocate who acts as a liaison with the hospital to make sure you receive quality care. You may speak directly to your Patient Advocate by calling the Care Line at (207) 283-7662 or (207) 283-7909.

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.
  • 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
    - Office of the President/CEO: (207) 283-7220
    - 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.


© Southern Maine Health Care     1 Medical Center Drive     Biddeford, Maine 04005 USA     Tel: (207) 283-7000

SMHC is a member of the MaineHealth System and a participant in the HealthInfoNet Health Information Exchange

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