Southern Maine Health Care
Southern Maine Health Care Biddeford

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.

MyChart is MaineHealth’s secure online health portal that keeps you connected to your health care information like appointments, test results and prescriptions. MyChart also allows you to send secure messages to your provider. Learn more about MyChart.

Your safety and satisfaction are top priorities and we highly value feedback from patients, family members and visitors. We recognize employees for their excellence and want to know if we do not meet your expectations. Please let us know if you have any concerns or questions.

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 Patient Experience Department at 207-283-7100.

Patient Relations 

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. You may also ask to speak with our Patient Relations team if you require further assistance. If you would like to share compliments or concerns after your visit, please contact the Patient Relations team.

Please call 207-283-7906 to reach the SMHC Patient Relations team. Calls are returned Monday - Friday during business hours. Please note, the Patient Relations team cannot assist with billing questions. Please contact MaineHealth Patient Financial Services at 1-866-804-2499 (toll-free) with any billing questions.

Other Options

If you have a concern or complaint about your care or safety, we are here to help. Please consider these options:

  • Bring your concern or complaint to the attention of a staff member, so 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 call 207-283-7906 to reach the SMHC Patient Relations team
  • If the person in charge is still unable to resolve the issue to your satisfaction, you may contact:
    • 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 at 1-800-772-0151, 1-800-MEDICARE (1-800-633-4227) or TTY/TTD 1-877-486-2048.

Whether or not you take any of these 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, call 800-994-6610 or send an e-mail to:

PLEASE NOTE: Neither the Department of Health & Human Services nor The Joint Commission can address billing concerns. Please contact MaineHealth Patient Financial Services at 1-866-804-2499 (toll-free) if you have questions about your bill.

At MaineHealth, the privacy of your health information is a top priority. All MaineHealth locations follow strict guidelines that secure your medical records in accordance with your rights, and with federal and state regulations. You, or your legal representative, have the right to inspect and obtain a copy of your medical records. We do not offer walk-in services but can provide records electronically, on paper, on a USB flash drive, or on a compact disc (CD). Upon request, we will also send a copy of your medical records to another health care provider.

Request a copy of your medical records.