Patient Relations

At UNM Health, we are committed to listening, learning, and improving the care experience for every patient and family we serve.

The Patient Relations team serves as a central resource to:

  • Support patients and families when concerns arise
  • Ensure patient rights are upheld
  • Partner with care teams to improve the patient experience across our health system

Not sure where to go? Start here.

Healthcare can be complex, and it’s not always clear who to contact. This guide can help you quickly get to the right place.

Contact Patient Relations if you:

  • Have a concern about your care experience
  • Reviewing concerns that were not resolved at the point of care and, when possible, addressing concerns in real time
  • Would like help sharing feedback about your experience
  • Want to file a complaint or formal grievance
  • Have questions about a patient experience survey you received

Patient Relations is NOT the right place for:

We are not able to assist with routine care coordination or access needs, including:

  • Scheduling or changing appointments
  • Establishing care with a primary care provider (PCP)
  • Questions about referrals or authorizations
  • Prescription refills or clinical/medical questions
  • Billing questions, charges, or payment plans
  • Requests for medical records

For these needs, please contact the appropriate team below:

How we help

Our role is to support patients and families when concerns about care arise and to use feedback to improve care across the system. We do this by:

  • Listening carefully to your concerns
  • Reviewing concerns that were not resolved at the point of care and, when possible, addressing concerns in real time
  • Partnering with care teams and leadership to understand what happened
  • Facilitating appropriate follow-up and communication
  • Identifying opportunities to improve care for future patients

Patient Experience & Surveys

Your feedback helps us understand what we are doing well and where we can improve.

After a visit or hospital stay, you may receive a patient experience survey. These surveys may be sent by mail, email, or text message.

About patient experience surveys:

  • Participation is voluntary and confidential
  • Your responses are shared in aggregate to improve care
  • In some cases, follow-up may occur

Contact us if you:

  • Have questions about a survey you received
  • Would like help understanding how your feedback is used
  • Were unable to complete a survey and would like to share feedback

Important to know about surveys

Patient Relations is not able to:

  • Change or remove survey responses once submitted
  • Complete a survey on your behalf
  • Guarantee individual follow-up

Important to know

Many patients contact Patient Relations when they need help with scheduling, referrals, or billing. While we understand how frustrating and confusing healthcare processes can be, these services are managed by other specialized teams.

Contacting the right department directly will help you get faster assistance.

Contact Patient Relations

If you believe your concern falls within our scope, we are here to help.

  • Phone: 505-272-2121

Looking for Patient Advocacy (Complaints & Grievances)?

If you would like to file a formal complaint or grievance, please visit our
Patient Advocacy (Complaints & Grievances) page.