Surveys, complaints and who to call about a New Mexico facility

Last verified: October 2026

How does New Mexico inspect assisted living facilities?

HCA's Division of Health Improvement makes unannounced on-site surveys and monitoring visits of every assisted living facility, with full access to the buildings, records and staff interviews, and sends an official statement of deficiencies within 10 business days when it cites violations.

The facility then submits a plan of correction. Impeding a survey, for example by delaying records, can itself lead to sanctions, including civil monetary penalties, license revocation or a cease-and-desist order under the state's health facility sanctions rule.

Sources: 8.370.14 NMAC (HCA health facility regulations).

Where can you see an Albuquerque facility's survey report?

At the facility itself: the rule requires the most recent survey inspection report and related correspondence to be posted in a conspicuous public place inside the building, so ask to see it on every tour; HCA's online directory does not publish survey results in bulk.

If the report is not posted, that is a finding in itself. Older reports can be requested from HCA under the Inspection of Public Records Act. Nursing homes are different: their federal inspection reports are on Medicare's Care Compare.

Who do you call about a problem in a New Mexico assisted living facility?

For a licensing or care-standard problem, file a complaint with HCA's health facility complaint line at 1-800-752-8649; for help resolving a problem on a resident's behalf, call the long-term care ombudsman program at 1-866-451-2901; and for suspected abuse, neglect or exploitation, call Adult Protective Services at 1-866-654-3219 or 911 in an emergency.

The roles overlap but are not the same. HCA can cite the facility. The ombudsman works for the resident and can negotiate, attend care meetings and explain rights, but cannot issue citations. APS investigates harm to a vulnerable adult wherever they live, including at home.

What does the New Mexico long-term care ombudsman do?

The ombudsman program, run by the Aging and Long-Term Services Department, sends trained advocates to visit assisted living facilities and nursing homes regularly to advocate for residents' rights, investigate complaints and help families find solutions, at no cost.

Ombudsmen are especially useful when a facility issues a 15-day termination notice, when a resident believes they were wrongly placed in a secured memory care unit, or when a family disagrees with the individual service plan.

Sources: ALTSD Ombudsman program.

When should you call Adult Protective Services in New Mexico?

Call Adult Protective Services at 1-866-654-3219 when you suspect abuse, neglect, self-neglect or financial exploitation of an adult who cannot protect themselves, whether they live at home or in a facility; APS is a division of the Aging and Long-Term Services Department.

APS uses the least restrictive means it can to keep someone safe. Scams and financial abuse can also be reported to the National Elder Fraud Hotline at 833-FRAUD-11 (833-372-8311).

Sources: ALTSD Adult Protective Services.

Who does what about a facility problem in New Mexico