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 center. Complaints against abortion centers 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 centers, 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: 888-973-0022
• 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: 512-834-6650 Option 8
• 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 Facility Compliance Group 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.