Español

If you think a provider that is licensed or certified by Texas Health and Human Services (HHS) has broken the rules, let us know.

Complaints can come from anyone — the person affected, family members, health care providers, advocates, police or other state agencies. You can make a complaint over the phone, by email or in writing.

Complaints about Providers FAQs

What kind of things can I make a complaint about?

You can make complaints about the care, treatment or services received by people who live in:

  • Nursing homes
  • Assisted living facilities
  • Intermediate care facilities (also called public and private group homes)
  • State supported living centers

HHS Consumer Rights and Services also take complaints about people or companies that provide these services:

  • Home health
  • Hospice
  • Personal assistance
  • Day activity and health services

How do I make a complaint over the phone?

Call toll-free 800-458-9858.

Agents answer calls Monday through Friday from 7 a.m.-7 p.m. If you call outside those hours, leave a message. An employee will call you back by the next workday.

After selecting your language, choose Option 1 to report a complaint. Then choose:

  • Option 1 to report a complaint about a nursing home
  • Option 2 to report a complaint about an assisted living or day activity and health services facility
  • Option 3 to report a complaint about a state supported living center or intermediate care facility.
  • Option 4 to report a complaint about a home health or hospice agency
  • Option 5 to report a complaint about a Home and Community-based Services (HCS) or Texas Home Living (TxHmL) provider.

When leaving a message, please:

  • State and spell your name
  • Provide a daytime phone number, with area code
  • Briefly tell us your complaint

How do I make a complaint using email?

You can email complaints to CRSComplaints@hhsc.state.tx.us.

Please make sure to include:

  • Your name, address and daytime phone number
  • Your relationship to the person on whose behalf you are making a complaint
  • The names of person(s) involved
  • Name and address of the facility or agency
  • Briefly tell us your complaint

Please do not send documents, pictures or video tapes, but let us know if you have them.

How do I make a complaint in writing?

You can make a complaint by mail or fax, but HHS prefers that people call or email us so we can get all the information right away to investigate and resolve a complaint.

If you need to send something through the mail or via fax, please send it to:

Texas Health and Human Services
Consumer Rights and Services — Complaint Intake Unit
Mail Code E249
P.O. Box 149030
Austin, TX 78714-9030
Fax: 512-438-2724 or 512-438-2722

Please make sure to include:

  • Your name, address and daytime phone number
  • Your relationship to the person on whose behalf you are making a complaint
  • The names of person(s) involved
  • Name and address of the facility or agency
  • Briefly tell us your complaint

Please do not send documents, pictures or video tapes, but let us know if you have them.

What information do I need to have when making a complaint?

If possible, please have the following information ready when making a complaint:

  • Your name, address and daytime phone number
  • Your relationship to the person on whose behalf you are making the complaint
  • Name and address of the facility or agency that you are making the complaint about.
  • How you became aware of the situation, including if you witnessed the event or if you heard about it from another person
  • The person's name and how he or she was affected. You also will need this information:
    • The level of care or service he or she is supposed to get
    • Date of birth
    • Social Security number
    • How he or she is paying for the service
    • Unit, room or floor number
    • Pertinent medical history
  • Any injuries or negative outcomes affecting the person’s physical or mental well-being
  • Specifics of the complaint including:
    • Date, time and location of the alleged incident
    • The names of witnesses, the alleged perpetrator and anyone else you think may have relevant information
  • Your belief about the scope of the incident – for example have any other people had the same or similar problems

What happens once a complaint is made?

Employees from HHS Regulatory Services make an unannounced onsite investigation. The investigation may include:

  • Observations
  • Records reviews
  • Interviews with the person making the complaint, residents, staff, family members or others

When HHS is done with the investigation, the person who made the complaint is notified of the results either in writing or over the phone.

Will anyone know who made the complaint?

HHS keeps your name and that of the other person confidential, unless required to release it by law. However, if you choose to remain anonymous, HHS will not be able to provide you the results of the investigation.HHS may also forward your report to another agency if it should be reported to or investigated by that agency.

Where do I make a complaint about another state agency?

Where do I complain about being wrongfully terminated by an HHS provider?

Call the Texas Workforce Commission at 800-832-2829. The agency investigates employee/employer disputes, workplace discrimination, wrongful suspension or termination and paycheck issues.