Office of Community Affairs
MSC 09 5300
1 University of New Mexico
Albuquerque, NM 87131
Phone: (505)272-8813
Fax: (505)272-3601
Patient Concerns
Patient Resources
• Patient Financial Assistance
• UNMH Patient Grievance Policy
• Patient’s Rights & Responsibilities
• Map to University Hospital
• OCA Newsletters
• Community Resources
• Interpreter Services
• Patient Financial Assistance
• UNMH Patient Grievance Policy
• Patient’s Rights & Responsibilities
• Map to University Hospital
• OCA Newsletters
• Community Resources
• Interpreter Services
Patient Ombudsman Services
The Office of Community Affairs Ombudsman Services offers an alternate route of communication to voice concerns around access and quality of services at UNM Health Sciences Center.
The role of the OCA Ombudsman is to examine complaints and/or concerns brought forth by UNMH patients, family members, community advocates, and HSC employees. In this process, the ombudsman conducts the necessary research to address the individual complaints as well as analyzing complaints at a systemic level to identify patterns of concern and propose appropriate recommendations.
The Ombudsman provides unique perspectives because of its independent status, impartiality, and ability to obtain input directly from patients. The Ombudsman also provides an informal way to resolve a problem and seeks to ensure confidentiality and privacy. The OCA Ombudsman also identifies best practices within the health care system to recommend changes to current barriers.
The Ombudsman encourages efficiency and better customer service by recommending solutions to systemic problems in the delivery of financial assistance programs available to patients, identifying best practices, and promoting a patient-centered approach within the financial assistance process.
Within UNM Health Sciences Center, ombudsman services are rendered by the Patient Systems Specialist at the Office of Community Affairs. The Patient Systems Specialist provides patient advocacy and help navigating different healthcare systems within UNM Hospital.
Our Ombudsman is:
Ivette Cuzmar, LISW, LADAC
1009 Bradbury SE Office #4
Albuquerque, NM 87106
Phone: (505) 925-4707
Cell: (505) 203-5983
Other UNM Hospitals Resources
Grievances, Complaints, Compliments regarding CLINICAL issues
The Patient Assistance Coordinator helps patients and families who have questions or concerns about the care or service provided.
Mr. Barela also addresses grievances or complaints regarding care or access. You may contact Willie Barela at 272-0943 or stop by his office
on the first floor of the main hospital in Administration.
Willie Barela, Patient Assistance Coordinator
University Hospital
2211 Lomas Blvd. NE
Albuquerque, NM 87131
Administration Area -- 1st Floor
(505) 272-0943 Direct
Native American Health Services
The Native American Health Liaison provides assistance with specific questions or needs of Native American patients at UNM Hospitals.
Please see our brochure for more information.
Karen Atkinson-Smith, Liaison/Manager
Native American Health Services
UNM Hospitals-1st Floor West
2211 Lomas Blvd. NE
Office (505) 925-6728
Pager (505) 951-2933
Fax (505) 272-5128
Interpreter Language Services Program (ILS)
All patients have a right to receive their medical information in their native language. UNM Hospitals provides professional
medical interpreters to Limited-English-Proficient (LEP) and hearing-impaired patients.
To request an interpreter call 505-272-5399.
University Hospital
2211 Lomas Blvd. NE
Albuquerque, NM 87131
(505) 272-5399
Patient Resource Links
Financial Assistance
If you have questions about the financial assistance programs available at UNMH, please visit the University Hospitals Financial Services Homepage or contact them directly at 505-272-2521. You may also download copies of the University Hospitals Financial Assistance Brochures. These brochures outline the various financial assistance programs at UNMH and eligibility requirements. They are available in English, Spanish, and Vietnamese. You may also order them online
Filing a Dispute or Grievance
- To file a dispute or grievance for any issues like care or access that you haven’t been able to resolve with your doctor or nurse, you can file a grievance by calling Willie Barela, Patient Assistance Coordinator at 505-272-0943. You may also review UNM Hospital’s Patient Grievance policy
- You may also contact the Department of Health at 1-800-445-6242 or via mail:
Department of Health
Division of Health Improvement
Incident Management
P.O. Box 26110
Santa Fe, NM 87502-6110 - You can also get an electronic copy of the Patient’s Rights and Responsibilities
Best Practices Articles, Links & Excerpts
Albuquerque Health & Social Indicators
NM DOH Report Card on Minority Health
Patient Friendly Hospital Billing
DiversityRx: Promoting language and cultural competence to improve the quality of health care for minority, immigrant, and ethnically diverse communities
Race & Ethnicity Data Collection Resources
Community Resources
Native American Health Information Services Office
Local Support Groups from the Albuquerque Journal