You can find the HCA Medical Assistance Division (MAD) Critical Incident Portal here.

The HCA MAD Critical Incident Portal contains the statewide reporting requirements for all incidents involving beneficiaries served under Turquoise Care-funded Home and Community-Based Services (HCBS) programs. Community agencies providing HCBS are required to report critical incidents to the State.

HCBS includes Personal Care Services (PCS), Self-Directed Community Benefit (SDCB) services, and other services. All allegations of abuse, neglect, and exploitation of a beneficiary must be reported, as well as a medication error by a provider resulting in a telephone call to, or a consultation with, a poison control center, an emergency department visit, an urgent care visit, a hospitalization, or death; the misuse or unauthorized use restrictive interventions or seclusion; and the death of a beneficiary.

Incident management principles

• All adults and children receiving Turquoise Care HCBS should be able to enjoy a quality of life that is free of abuse, neglect, and exploitation.
• Direct staff providing services and the agencies that employee them must receive initial and ongoing training to be competent to respond to, report, and document incidents in a timely and accurate manner.
• Beneficiaries, legal representatives, and guardians must be made aware of and have available incident reporting processes.
• Any individual who, in good faith, reports an incident or makes an allegation of abuse, neglect, or exploitation will be free from any form of retaliation.
• Quality starts with those who work most closely with persons receiving services.

For questions email HCA-QB-CIR@hca.nm.gov

For Medicaid Provider critical incident questions/reports email HCA-MAD-ProvCIR@hca.nm.gov

To view a recording of the October 2025 Turquoise Care Critical Incident Updates Training, please visit https://hcsc.rev.vbrick.com/sharevideo/210d6d0a-5251-4fcb-81ac-451bed7d6ee3