File a Complaint Against a Health Facility or Health Care Regulation Representative
If you have knowledge that an acute health care facility regulated by the Texas Health and Human Services Commission has provided substandard care to its patients or clients, you may file a complaint with HHSC.
Before filing a complaint with HHSC, please be prepared to provide the following information:
- Your name, mailing address, email, and daytime telephone number, (unless you choose to remain anonymous)
- Your relationship to the person on whose behalf you are making the complaint
- Name and address of the facility involved in your complaint
- How you became aware of the situation, including if you witnessed the event or if you heard about it from another person
- Name, address, telephone number, and date of birth or age of all patients or clients referenced in the complaint
- Dates, times, and locations of all incidents
- All facts directly related to all incidents you are reporting
Please note: HHS keeps your name and the names of others involved in the complaint confidential, unless required to release it by law under the Public Information Act. If you choose to remain anonymous, HHS will not be able to provide you the results of the investigation.
How to Submit a Complaint Against a Regulated Acute Health Care Facility
You may submit a complaint in one of the following ways:
- Phone (by calling the complaint hotline - see below for more information)
- Mail
- Fax
Please note: If your complaint is regarding an abortion facility, the complaint must be in writing and you may not remain anonymous in accordance with Texas Administrative Code Title 25, Section 139.31(c)(2).
Submitting a Complaint Against Health Care Facilities (Except Substance Abuse [Chemical Dependency] Treatment or Narcotic or Opioid 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@hhs.texas.gov
- 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 (Chemical Dependency) or Narcotic or Opioid Treatment Facilities
- Complaint hotline: 1-800-458-9858, Option 6
- Email:cii.sa@hhs.texas.gov
- Fax: 833-709-5735
- Mailing address:
Health and Human Services Commission
Complaint and Incident Intake
Mail Code E-249
P.O. Box 149030
Austin, TX 78714-9030
How We Process Complaints Against Regulated Acute Health Care Facilities
HHSC Health Facility Compliance Unit receives complaints against regulated acute health care facilities. Steps for handling complaints are:
- Evaluate allegations to determine if a potential regulatory violation exists
- Evaluate allegations to determine if a referral to another regulatory body is appropriate
- Authorize an investigation, if a potential regulatory violation exists
- Send referral letters to other regulatory bodies, as appropriate
- Conduct an investigation on-site or by mail, as appropriate
- Determine regulatory violations, if indicated
- Recommend enforcement action to be taken against the facility, if indicated
- Notify complainant of the investigative findings
- Take enforcement action against the facility, as appropriate
HHSC Enforcement Unit may take state licensing enforcement action against a regulated entity.
The Health Care Financing Administration of the U.S. Department of Health and Human Services may take federal enforcement action against a regulated entity.
File a Complaint Against a Health Care Regulation Representative
Email HHSC INFOHFLC to submit a complaint against a Health Care Regulation staff member.
