Patient Experience

If you are a Northern Light Eastern Maine Medical Center patient, it’s likely that you will receive a survey asking you for feedback on your care experience. We take patient and family perceptions of care very seriously, and use this feedback both to recognize high performing employees and departments, and to make meaningful improvements in our service. We use an independent national survey company (Press Ganey) that specializes in hospital and outpatient patient satisfaction surveys. This not only provides for unbiased research, but also allows us to compare ourselves to hospitals and practices all across the country. In addition to the surveys, feedback can also be provided to the Patient Experience and Relations department by calling (207) 973-8110 or toll free at (877) 366-3662, Monday – Friday, 8 am – 4:30 pm.

We thank you for your feedback and for choosing Northern Light Eastern Maine Medical Center.

Would you like to thank or recognize a staff member for their service? 
Would you like to support staff at our Medical Center through volunteering? 

GettyImages-825187492.jpgPatient and Family Advisory Council:
Empowering Voices, Enhancing Change


A Patient and Family Advisory Council (PFAC) is an official group of patients, family members, and health system employees in a dedicated partnership to improve healthcare in their community. PFACs exist in hospitals and health systems across the world.

Members of this important group offer guidance on services and strategies to achieve high-quality, safe, well-coordinated care. Members of a PFAC do not need any medical knowledge to join. We only ask for a desire to share your voice and help us improve. 

Our PFAC represents the authentic partnership between our organization and the communities we serve, and we are always on the lookout for new members willing to share their story. Please consider joining us today. All are welcome.

If you are interested in joining our group, please contact one of our PFAC connections below. Current members are available to answer questions, upon request.

Kyle Garrett, Director of Patient Experience - Email: or call: 207-973-9091
Chris Phillippe, Administrative Assistant - Email: or call: 207-973-8502

Examples of improvement discussions:

  • Care navigation
  • Educational content
  • Safety walkthroughs
  • Building or facility planning
  • Communications
  • Marketing strategies
  • Message boards in hospital rooms
  • Emergency room services
  • Billing process

Members of the PFAC participate in regular meetings where they may:
  • Contribute to committees and initiatives across the health system
  • Review and provide feedback on educational materials and resources
  • Provide guidance on strategic initiatives, facility design and development of new services and offerings
  • Participate in staff training initiatives
  • Recognize care teams and staff who demonstrate excellence in providing optimal experiences
  • Share personal stories about care experiences to inspire and promote change

Please complete this form and be sure to click submit. Someone from our PFAC will connect with you within 15 business days.

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