Patients & Visitors
Thank you for putting your trust in Southern Maine Health Care. Your well-being, safety and comfort are our top priority. You will find answers to many of your questions on our website. If you have additional questions, please feel free to ask any member of our care team or contact us:
- Phone: 207-283-7000
- Patient Relations: 207-283-7498
- Mail: Southern Maine Health Care, 1 Medical Center Drive, PO Box 626, Biddeford, ME 04005
Visiting hours and policies vary throughout the hospital and can change based on federal and state guidelines. SMHC reserves the right to limit visitation due to operational, space or crowding concerns. Visitation is open during pre-established visiting hours. Any after-hour visitation requests will be coordinated through the unit charge/nurse leader. All visitors need to check-in at the front desk and will be issued visitor badges to wear while in the hospitals.
Masking is no longer required throughout our facilities except in certain cases (see below); anyone can mask at their discretion and SMHC will make masks available.
If visitors have a new or worsening sore throat, cough, shortness of breath or fever, or if they have tested positive for COVID-19 in the last 10 days, they are asked to wear a mask at all times in the facility, including patient rooms, and to consider not visiting the hospital at this time.
Masks will still be required in areas and circumstances where appropriate; standard and transmission-based precautions must be followed, including interactions with COVID-positive patients.
Adult Inpatient Units at Biddeford Medical Center:
- Monday – Friday 10 am - 8 pm
- Saturday – Sunday 10 am - 8 pm
Behavioral Health: Inpatient behavioral health unit visitation times must be pre-scheduled. Visitors may call 207-490-7000 and work with unit staff to reserve a date, time and space for their visit. Visitation times have been established based on the prioritization of patient meal and programming requirements. Exceptions to pre-established visitation times will be determined by the charge nurse.
7 days per week, including holidays:
- BHU1 4:20 pm - 4:50 pm and 5 pm - 5:30 pm
- BHU2 3 pm - 3:30 pm and 3:40 pm - 4:10 pm
Virtual visitation is also available and may be arranged as requested by the patient or caregiver.
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.
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 207-283-7906.
Patient Relations 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 for, 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 Relations Specialist 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 Relations Specialist.
SMHC's Patient Relations Specialist can be reached by calling 207-283-7906. 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: The Quality & Patient Safety Department cannot 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 OptionsIf 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 Relations Specialist at 207-283-7906 or call the CARE LINE at 207-283-7662.
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
(1-800-633-4227) or TTY/TTD 1-877-486-2048.
Whether or not you take any of the above steps, 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: email@example.com
PLEASE NOTE: Neither the Department of Health & Human Services nor The Joint Commission can address billing concerns. Please contact a MaineHealth Patient Financial Services representative at 207-887-5100 if you have questions about your bill.