File a Complaint for a Health Facility

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File a Complaint for a Health Facility

How to File a Complaint

Any person having knowledge that substandard care has been provided by any of the health care facilities regulated by the Health and Human Services Commission may file a complaint.

Information to Supply When Making a Complaint

  • Your name, address and telephone number. Every effort is made to protect your confidentiality; however, we must provide this information if requested in accordance with the Public Information Act. Or, you may make a complaint and remain anonymous.
  • The name, address, telephone number and date of birth or age of the patient(s)/client(s) referenced in the complaint.
  • Date(s) of incident(s).
  • Specify all facts directly related to the incident(s) being reported.

How to Submit a Complaint Against a Regulated Health Facility

Complaints may be mailed, faxed or delivered by phone via the complaint hotline, except for a complaint against a licensed abortion facility. Complaints against abortion facilities must be in writing and may not be anonymous.

Submitting a Complaint Against Healthcare Facilities (Except Substance Abuse or Narcotic Treatment Facilities)

This includes: abortion facilities, ambulatory surgical centers, birthing centers, community mental health centers, comprehensive out-patient rehabilitation facilities, crisis stabilization units, end stage renal disease facilities, freestanding emergency medical care facilities, hospitals, out-patient physical therapy, portable x-ray services, rural health clinics, and special care facilities.

  • Complaint hotline: 1-800-458-9858 Option 5
  • Email: hfc.complaints@hhsc.state.tx.us
  • Fax: 833-709-5735
  • Mailing address:
    Health and Human Services Commission
    Complaint and Incident Intake
    Mail Code E-249
    P.O. Box 149030
    Austin, Texas 78714-9030

Submitting a Complaint against Substance Abuse or Narcotic Treatment Facilities

  • Complaint hotline: 1-800-458-9858 Option 6
  • Email: cii.SA@hhsc.state.tx.us
  • Fax: 833-709-5735
  • Mailing address:
    Health and Human Services Commission
    Complaint and Incident Intake
    Mail Code E-249
    P.O. Box 149030
    Austin, Texas 78714-9030

How We Process Complaints Against Regulated Health Facilities

The Health Facility Compliance Unit receives complaints against regulated health facilities. The steps for handling consumer/public complaints are:

  • Evaluate allegations to determine if a potential regulatory violation exists.
  • Evaluate allegations to determine if referral to another regulatory body is appropriate.
  • Authorize investigation, if a potential regulatory violation exists.
  • Send referral letters to other regulatory bodies, as appropriate.
  • Conduct investigation by on-site visit or by mail, as appropriate.
  • Determine regulatory violations, if indicated.
  • Recommend enforcement action to be taken against the facility, if indicated.
  • Notify complainant of investigative findings.
  • Take enforcement action against facility, as appropriate.

Federal enforcement action against a regulated entity may be taken by the Health Care Financing Administration of the U.S. Department of Health and Human Services.

State licensing enforcement action against a regulated entity may be taken by the Health and Human Services Commission through the Enforcement Unit.