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 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, special care facilities, and speech pathology services.

• 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.