Quality, Safety & Patient Experience

Our commitment to quality, safety and experience is at the forefront of everything we do. We expect our entire staff to work collaboratively and perform each and every task to the best of their ability. We believe this is the key to providing an exceptional experience to our patients and their families, as well as our team members and providers.

Thank you for choosing St. Mary’s. We understand that navigating the health care system can be overwhelming. Our Patient Experience team is available to streamline your experience, address your concerns, and assist you or your caregiver with non-clinical needs. If you’re feeling frustrated or simply need help finding the information you need, please email St. Mary’s Patient Experience Services or call at 207-440-6701.

Providing exceptional care for our community is at the forefront of all we do. With that goal in mind, St. Mary’s is proud to be a DNV GL – Healthcare Accredited Hospital, meaning St. Mary’s Health System demonstrated it meets or exceeds patient safety standards (Conditions of Participation) set forth by the U.S. Centers for Medicare and Medicaid Services. For more information, or to contact DNV – GL, click here.

  • NIAHO Hospital Accreditation Program
  • NIAHO Hospital Accreditation Program Total Joints
  • College of American Pathologists (CAP) Lab
  • Maine Department of Health and Human Services Substance Abuse program
  • American Academy of Sleep Medicine Sleep Disorders Center
  • American Association of Cardiovascular and Pulmonary Rehabilitation
  • American College of Radiology Diagnostic Imaging

We always aim to give our patients the best care and the most options — no matter what. That’s why we’ve teamed up with several organizations in the area to improve care and enhance the services we offer right here in the Lewiston community.

  • MaineHealth Specialty Care Services
  • MaineHealth Cancer Care Network

Learn More About Our Quality, Safety and Patient Experience

To see how we compare with others on quality, safety and experience, you may visit any of the following websites:

Care Compare, a website maintained by the Centers for Medicare & Medicaid Services, allows the public to compare our quality of care with over 4,000 Medicare-certified hospitals across the country.

Our Commitment to Continuous Improvement

At St. Mary’s, we are always looking for ways to improve the care and experience we provide. In fact, our commitment to ongoing improvement has fueled our success and evolution for more than a century. We believe improvement begins with setting ambitious goals, and over the next three years we are focusing on achieving the following:

  • Obtain a 5 Star Quality Rating on Care Compare
  • Achieve a Leapfrog Safety Grade of A
  • Exceed national benchmarks for all publicly reported hospital metrics
  • Continue our journey to become a High Reliability Organization (HRO)

We Value Your Feedback, Ideas and Concerns

At St. Mary’s, we value every patient we serve, as well as their loved ones and our team of dedicated employees and providers. That is why we never stop listening and working to improve the care and experience we provide. By taking time to share your feedback, ideas and concerns, you will help us identify where improvement is needed and inform the strategies and solutions we use to transform care.

Share Compliments and Feedback 

Ensuring our patients receive high quality care and have a positive experience is our top priority. We want to hear about what went well and anything you feel could have improved. We use this information to both recognize our team members and providers for doing good work and to identify areas where we can improve. There are several options for sharing feedback. Please email our Patient Relations Coordinator or call at 207-777-4319.

Our Patient and Family Advisory Council provides a formal opportunity for patients and families to get involved in St. Mary’s Health System’s policy development and program development.

The Patient and Family Advisory Council aims to:

  • Work with St. Mary’s Health System and medical staff to promote family-centered care
  • Collaborate with St. Mary’s Health System and medical staff to improve the quality of care provided in both inpatient and outpatient settings
  • Improve patient and family satisfaction
  • Offer input to St. Mary’s Health System leadership in planning and evaluating services, programs and policies
  • Serve as a vital link between the hospital and community and promote a positive relationship between the two
  • Contribute to the continuing education of present and future health care providers

If you would like more information on joining the Patient and Family Advisory Council, please contact the Patient Experience Manger at 207-777-8807 or submit this form.

If you have any concerns or questions regarding your care, please email our Patient Relations Coordinator or call at 207-777-4319. If you wish to address your concerns further, you may contact:

Department of Health and Human Services
109 Capitol Street, 11 State House Station
Augusta, Maine 04333
Phone: (207) 287-3707• FAX: (207) 287-3005
TTY: Maine relay 711

For Medicare Subscribers
Beneficiary and Family Centered Care Quality Improvement

Organization (BFCC-QIOs) BFCC-QIO Name: Kepro
Mailing Address: BFCC-QIO Program
5700 Lombardo Center Drive Suite 100 Seven Hills, OH 44131
Telephone: (888) 319.8452 • Fax: (844) 878.7921
TTY: (855) 843.4776

(207) 777-8100
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