“This Is Not the Hospital We Knew”: A Divided Rochester Community Speaks Out on Healthcare Access after HCA Takeover
At a public hearing that stretched well into the evening of May 28th, Rochester residents packed the city’s public library to share one unifying message: Access to affordable and trusted healthcare is crucial to the future of the Lilac City and the region.
Hosted by the newly formed Health Care Consumer Protection Advisory Commission, the listening session was meant to lift up the voices of the everyday people who are impacted by healthcare mergers like the 2020 acquisition of Frisbie Memorial Hospital by HCA Healthcare.
Nearly 80 people attended. Many were community members and former staff of the hospital, but a surprisingly large number were current HCA-affiliated managers, physicians, and administrators — one arriving with a full PowerPoint presentation. In total, 8 representatives of Frisbie/HCA spoke for more than 40 minutes combined, raising quiet questions in the room about who these hearings are intended to benefit and whether it was fair to limit all other speakers to 4-5 minutes each.
The HCA–Frisbie Merger: A Turning Point
When HCA Healthcare acquired Frisbie Memorial Hospital in 2020, the deal was framed as a lifeline for a struggling community hospital. At the time, Frisbie was facing staffing shortages, financial strain, and mounting pressure from the COVID-19 pandemic. HCA, one of the nation’s largest for-profit hospital operators, promised stability, investment, and access to a broader network of services through its nearby Portsmouth Regional Hospital.
These promises did not fully materialize, and for many in Rochester, the merger marked the beginning of a slow unraveling. While some point to new equipment and specialty services as signs of progress, others see a steady erosion of local care: the loss of key physicians, the closure of walk-in clinics, and the elimination of labor and delivery services. “We were told it would strengthen our hospital,” said one resident. “Instead, it feels like we lost it.” The merger remains a deeply polarizing moment — one that continues to shape how the community views its access to healthcare years later.
“We don’t talk enough about the impact on communities.”
New Hampshire Attorney General John Formella opened the evening by emphasizing the role of consumer protection in an increasingly consolidated healthcare landscape. “We have to ask if these transactions reduce access to care, reduce quality, and harm consumers,” he said. “We don’t talk enough about the impact on communities — that’s why this commission was formed.”
Chair Yvonne Goldsberry added that the goal of the forum was to listen and respond to the needs and experiences of the community in the aftermath of a merger — and to begin rebuilding public trust.
A Hospital Transformed — and Divided
Some voices praised HCA’s investment. Dr. Trevor Eide, Frisbie’s board chair, said that the hospital had faced deep staffing and financial challenges even before the pandemic. “If HCA hadn’t stepped in, I don’t know if we’d still have a hospital here,” he said.
Several current staff, including Chief Medical Officer Dr. Carly Shiembob and nursing director Senja Christopherson, described improvements in emergency response time, technology, and specialty care. “We’ve added services, brought psychiatry back, and built a stronger relationship with Portsmouth Regional,” Shiembob said.
Others, like Paul Callaghan, Mayor of Rochester, said bluntly, “HCA helped save Frisbie.” He praised the company for bringing jobs, supporting the city’s aging population, and investing millions into hospital infrastructure.
“This is not the hospital we knew.”
But some community members told a different story — one of loss, billing woes, confusion, and pain.
Marsha Miller, who lives across the street from the hospital, recalled how a lack of care at Frisbie’s ER forced her to take her critically ill husband elsewhere. “People who left took their institutional memory with them,” she said. “What’s left is a lack of trust.”
Dr. Michael Metzger, a former physician at Frisbie, listed all the departments that have been dismantled or outsourced since the acquisition. “We lost oncology, orthopedics, vascular surgery, and ICU staffing. Neurology is gone. Pulmonology gone. It became unsafe to practice here,” he said. “We went from a 110-bed hospital to just 25 beds.”
One nurse spoke of being assigned five or six patients at a time — far more than the safe ratio. “We’re losing experienced nurses and replacing them with new grads. We’re doing our best, but we’re drowning,” she said.
Closure of Local Clinics Has Left Lasting Gaps in Primary Care
The sudden closure of three community clinics by HCA — in Barrington, Sanbornville, and Somersworth — was a turning point that residents said left lasting scars. These walk-in and urgent care centers had provided critical access to basic primary care services for working families, the elderly, and residents in more rural areas of the hospital service area. “Losing those clinics wasn’t just inconvenient — it was destabilizing,” said Roberta Goodrich, a local business owner. “We lost places we trusted, staffed by people who knew our names.” The shutdowns forced patients to travel farther, often to already overwhelmed facilities in Portsmouth, and eroded what many described as the last remaining threads of community-based care. In regard to the community clinics that were closed one speaker noted, “They weren’t just buildings — they were our lifelines.”
Remembering What Frisbie Once Was
Former hospital board member George Bald offered a bittersweet reminder of Frisbie’s legacy as a locally-founded non-profit with a charitable purpose. “I always felt that the hospital was part of the community,” he said, urging today’s leaders to continue that tradition. “I hope the current team will continue to focus on the community,” he said. “If there is good communication, and the team takes a strong interest, they can respond quickly to complaints.” Bald also pointed to the importance of communication and accountability in ensuring that the foundation created from the HCA sale is fulfilling its role to address local health care needs.
The Loss of Maternity Care: “You can’t be born in Rochester anymore.”
Several speakers raised concerns about the closure of Frisbie’s labor and delivery services in 2022 — a decision that continues to reverberate for young families. While HCA maintains that prenatal and postpartum care are still offered in Rochester, many argued that this piecemeal approach is inadequate. This change struck a chord with many families who now must travel to Portsmouth for comprehensive ob/gyn services, disrupting what was once a full circle of maternity care close to home. The absence of a full-service community hospital offering maternity care can be a barrier for young families from settling in an area, impacting labor recruitment and economic development.
Poor Communication and Sudden Care Disruptions
Throughout the evening, residents spoke of abrupt care disruptions and poor communication following the HCA acquisition. Goodrich described losing all her doctors during the transition and noted that urgent care and blood work access had disappeared. Others shared even more serious consequences: cancer treatments suddenly ended, and long-time patients learning of physician departures only through appointment cancellation letters. “Twelve of fourteen primary care docs left in the first months of HCA ownership,” one speaker pointed out. Another resident described how patients had no idea where to go next. Others in the middle of chemotherapy were suddenly told their treatment would no longer continue at Frisbie. The lack of transparency left many patients feeling confused and abandoned at a time when continuity of care is critical. Without timely and accurate information and referrals, patients had no way to navigate the complex changes. The breakdown in communication was more than an inconvenience — for many, it became a matter of health and trust lost.
Frustration Over Billing Practices
In testimony that drew nods from across the room, several residents expressed anger and confusion over HCA’s opaque billing practices. Deborah Walsh recounted trying to make sense of a $19,000 charge after her elderly friend was discharged from Frisbie. “There was no provider listed, no service explained — just a number,” she said. “And when I asked for an itemized bill, they told me it would take 45 to 60 days.” The surprise bills, unexplained fees, and aggressive terms surprised the former billing professional. “It shouldn’t be a fight just to understand what you’re being charged for,” she said. “It’s not just bad service — it’s disrespectful.” This type of billing process, one commission member agreed, adds insult to injury for patients already navigating confusing care options.
“My son had a seizure. Frisbie saved his life.”
Amid the critiques, there were moments of gratitude. Alison Mathieu, a teacher from Dover, recalled how her son was stabilized at Frisbie after a seizure before being airlifted to Boston. “It was all hands on deck. The staff was incredible.”
Emily Seebaugh, a former patient turned hospital employee, described how her critically ill father was treated with compassion and skill. “The culture hasn’t changed,” she insisted. “Frisbie is still a place where people care.”
“Twelve out of 14 primary care doctors left. That says everything.”
Goodrich summarized a recurring concern: “We didn’t just lose clinics. We lost relationships. I’ve had the same doctor for years — now I don’t even know where to go.”
And school nurse Sharon Croft echoed a sentiment heard again and again: “People in this community don’t want to go to Frisbie anymore — it’s just what’s left.” And others spoke of how the once-locally run hospital had lost community trust. Miller said that, despite living across the street, she still chooses to travel to another regional hospital.
The Foundation and the Future
Questions also surrounded the estimated $28 million Greater Rochester Community Health Foundation created as part of the HCA sale. Jo Porter, a civic leader, asked whether it was being effectively used. “Is the foundation adequately resourced? Is it being used to meet our community’s real health needs?” she asked.
Former board chair Jim Jalbert cautioned that not all blame belongs to HCA. “No hospital can be everything to everyone,” he said. “This is a broken system, and we need to fix it together.” Still, some speakers warned that the HCA model seems built for consolidation — not community. “We’re being told to drive 30 minutes to get care that used to be down the street,” one speaker said. “That’s not progress.”
What Happens Next?
Chair Yvonne Goldsberry closed the evening by thanking the public and promising continued outreach. “This is only the first of many conversations,” she said. “We were here to listen — and also to act.”
The Healthcare Consumer Protection Advisory Commission meets monthly and will be holding additional community meetings this summer, heading next to Exeter and Claremont.
More information about the work of the Healthcare Consumer Protection Advisory Commission and details for its future community meetings can be found here.