MaineGeneral Medical Center's Patient Advocacy Services is the link between you and the hospital. If you have a problem, please ask us for help while you are still in the hospital.
Please don't hesitate to voice your concerns. We can only work toward resolving problems if you tell us about them. Your suggestions for ways we can improve our service to you and others are always welcomed and valued.
Services We Provide
Patient Advocacy Services can help you with:
- Any unmet needs
- Hospital policies and procedures
- Compliments and/or complaints
- Ethical questions and/or concerns
- ADA services
Learn about your Rights & Responsibilities as a patient.
Report a Concern
We welcome the opportunity to learn about care issues or concerns you or your family may have experienced at MaineGeneral Medical Center.
It's always best to first speak with the manager of the department or practice you have a concern with, and they will work diligently and professionally to address your questions, issues or concerns.
If reaching out to the department manager is not effective, call Patient Advocacy Services
and we will act as a liaison between you and the department or practice.
The most effective way to have your concerns addressed is to submit a letter of concern with such details as:
- the date of service;
- staff involved;
- the nature of your complaint;
- and what we can do to address your concerns.
Patient Advocacy will review your concerns and share your letter with top level administrative staff and other managers as needed, and they will investigate and work to resolve your concerns in a timely manner (typically 7-10 business days).
Once administrators provide Patient Advocacy with feedback, we will follow up with the person who submitted the letter of concern and provide a written letter of response.
To file a letter of concern, please send it by e-mail to firstname.lastname@example.org
or by mail to MaineGeneral Medical CenterPatient Advocacy Services35 Medical Center ParkwayAugusta, ME 04330
You also may call a Patient Advocate Monday through Friday from 7:30 a.m. to 4 p.m. at (207) 248-5290 with any questions. Billing issues can be directed to Patient Financial Services at (207) 872-4680
During evenings, weekends and holidays, a clinical administrator is available to discuss concerns with you and can be contacted through the hospital switchboard at (207) 626-1000.
Concerns About Patient Care/Safety
If you have patient care and safety concerns you are encouraged to address the issue through MaineGeneral's grievance process. If your concerns cannot be resolved through that process, you may contact The Joint Commission on hospital accreditation at (800) 994-6610.
If you are a Medicare beneficiary and have a complaint regarding quality of care, disagree with a coverage decision or wish to appeal a premature discharge, you may contact:
Livanta-Beneficiary and Family Centered Quality Improvement Organization (QIO):
- Toll-free: 1-866-868-2289
- TTY: 1-866-868-2289
- Fax for appeals: 1-855-236-2423