Patient Advocacy (Complaints & Grievances)
The Patient Advocacy team supports patients and families when there are concerns about care that may not have been resolved at the point of care and, when possible, addressing concerns in real time
We provide a formal process to review, address, and respond to complaints and grievances in alignment with patient rights and regulatory standards.
Is Patient Advocacy the right place for you?
Contact Patient Advocacy if you:
- Have a complaint about care you received
- Reviewing concerns that may not have been resolved at the point of care and, when possible, addressing concerns in real time
- Would like to file a formal grievance
- Have concerns related to patient rights, safety, communication, or respect
Do NOT contact Patient Advocacy for:
Patient Advocacy does not provide routine care coordination or access services.
We are not able to assist with:
- Scheduling or changing appointments
- Establishing care with a primary care provider (PCP)
- Questions about referrals or insurance authorizations
- Prescription refills or medical advice
- Billing questions or payment plans
- Requests for medical records
For these needs, please contact the appropriate team below:
- Appointments & Scheduling: https://unmhealth.org/patients-visitors/appointments.html 272-4866 (272-iUNM)
- Find a Provider (PCP or Specialist): : https://unmhealth.org/patients-visitors/appointments.html 272-4866 (272-iUNM)
- Billing / Patient Financial Services: https://unmhealth.org/patients-visitors/billing-insurance/ UNMH: 505-272-2521 SRMC: 505-994-7468
- To receive a Referral: please work with your primary care provider
- To receive a status update on a referral that has been submitted, please contact the appointment center: https://unmhealth.org/patients-visitors/appointments.html 272-4866 (272-iUNM)
- Medical Records: https://unmhealth.org/patients-visitors/request-medical-records.html 505-272-2141
What we do
Patient Advocacy supports the review and resolution of concerns by:
- Listening to and documenting your concern
- Reviewing the situation with appropriate care teams and leadership
- Determining whether concerns meet criteria for a formal grievance
- Facilitating follow-up and resolution
- Providing a written response for formal grievances
We aim to:
- Treat all patients and families with respect and compassion
- Use clear, transparent communication
- Partner with care teams to understand what happened
- Support learning and improvement across the health system
Important to know
Many concerns we receive are related to scheduling, referrals, or billing. While we understand how frustrating these experiences can be, these services are managed by other teams.
Reaching out to the appropriate department directly will often result in faster resolution.
Contact Patient Advocacy
If your concern meets the criteria above, we are here to support you.
- Email: patientadvocate@salud.unm.edu
- Phone: 505-272-2121