Texas Department of State Health Services
Compact with Texans
The Compact with Texans describes
the department’s services, principles, and the process for filing
complaints and requesting information. For the purposes of this
document, “customers” are defined as: clients, family members,
advocates, taxpayers, public officials, service providers, community based
organizations, media, other agency representatives, and other interested
parties.
Vision
Texans have access to effectively delivered public health, medical care,
mental health and substance abuse services and all Texans live and work
in safe, healthy communities.
Mission
The Texas Department of State Health Services (DSHS) promotes optimal
health for individuals and communities while providing effective health,
mental health and substance abuse services to Texans.
Services
DSHS serves the health needs of Texans in a number of ways:
- Prevention and preparedness activities, such as immunizations, public
health preparedness, communicable disease surveillance and control,
and newborn screening.
- Family and community health services, such as primary health care,
maternal and child health and nutrition services, and health services
for special populations.
- Community mental health services and state mental health hospitals.
- Substance abuse prevention, intervention, and treatment services.
- Regulation of health professionals, facilities, and consumer goods
and services.
- Vital records such as birth and death certificates and health statistics.
FOR MORE INFORMATION ON DSHS SERVICES CONTACT
Texas Department of State Health Services
1100 W. 49th Street
Austin, Texas 78756
Toll Free 1-888-963-7111 or 512- 458-7111
TDD Relay 1-800-735-2989
E-mail
www.dshs.state.tx.us/services.shtm
Call 211 for information on health services in your local area
Customer Service
Principles
As a Texas Health and Human Services department, we commit to providing
high quality services in a professional and ethical manner. In order
to do so, we will:
- Treat our customers with courtesy and respect;
- Ensure access to and provision of services is fair and equitable;
- Implement new and creative approaches to improve quality of services;
- Operate based on our customers’ overall needs and feedback;
- Provide understandable information in a variety of formats;
- Ensure sound management of programs and funds;
- Work in cooperation with customers;
- Protect private information and share public information in accordance
with applicable laws.
Standards
Texans can expect to receive high quality services from all Texas Health
and Human Services departments. To meet this expectation, we will:
- Process applications and respond to contacts accurately and within
required timeframes;
- Employ courteous and knowledgeable staff;
- Respond appropriately to language or other special needs;
- Expand access to information and services, such as by Internet and
phone;
- Provide services in safe facilities and comply with the Americans
with Disabilities Act (ADA).
Complaint Process
To file a complaint or inquiry, first contact the DSHS office or program
directly involved with the issue about which you are concerned.
Complaints regarding a state mental health facility
Consumer Services and Rights Protection:
Toll Free 1-800-252-8154 or 512-206-5760
or via Fax 512-206-5770
Complaints regarding a substance abuse service, licensed substance
abuse facility or LCDC professional licensure
Regulatory Division - Substance Abuse Investigations
Toll Free 1-800-832-9623
Substance Abuse consumer and/or family members with a complaint
Toll Free 1-800-832-9623
Information to provide when filing a complaint:
- Your name, address, and phone number (optional, but important).
- Name and address of issue of concern.
- Details of the event or issue.
Complaints may be anonymous. However, it is of assistance for the
Department to know who you are and how you may be reached if more information
is needed.
Customer complaints and requests for information are immediately assessed
and prioritized. Most requests for information are responded to
immediately. If there is a delay in responding, you will receive an interim
response explaining the delay and information on when to expect a response.
Complaints are generally resolved within 14 business days of the initiation
of the investigation. In the case of facilities and agencies licensed
by DSHS, you may request a copy of the investigation.
If DSHS program staff are unable to resolve your concern or our customer
service standards or principles are not part of your experience, please
contact:
Shirley Rendon
DSHS Customer Relations Representative
Consumer Affairs Branch
Texas Department of State Health Services
1100 W. 49th Street, M646
Austin, Texas 78756
e-mail:
Toll free 1 -888- 963-7111 or 512- 458-7404
TDD Relay 1 -800- 735-2989
Fax 512- 458-7624
Health and Human Services Ombudsman
For further assistance, contact the Office of the Ombudsman. Office of the
Ombudsman refers and responds to calls and correspondence, working closely
with health and human services departments' leadership, management and
program staff.
HHSC Office of the Ombudsman
Mail Code: H-700
P. O. Box 85200
Austin, Texas 78708-5200
Phone Toll-free: 1-877-787-8999
TTY: 1-888-425-6889 / 512- 438-3087
Fax: 512-491-1967
E-mail:
Reporting Waste, Abuse and Fraud
HHSC, Office of Inspector General (OIG) is responsible for investigation
of waste, abuse and fraud in health and human services programs. OIG provides
oversight of HHS activities, providers, and recipients through compliance
and enforcement activities designed to identify and reduce waste, abuse,
or fraud; and improve efficiency and effectiveness within the HHS system.
To learn more about the types of waste, abuse and fraud that the Inspector
General investigates please visit: www.hhs.state.tx.us/OIG/aboutUs/Types.shtml
To report waste, abuse or fraud, please call toll-free, 1-800-436-6184,
or use the online reporting form at: www.hhs.state.tx.us/OIG/Fraud_Report_Home.shtml.
State Mental Health Hospitals
Austin State Hospital (ASH)
4110 Guadalupe Street
Austin, TX 78751
(512) 452-0381
Fax (512) 419-2163
.......................
Big
Spring State Hospital (BSSH)
1901 North Hwy 87
Big Spring, TX 79720
(432) 267-8216
Fax (432) 268-7263
.......................
El Paso Psychiatric
Center (EPPC)
4615 Alameda Avenue
El Paso, TX 79905
(915) 532-2202
Fax (915) 534-5587
.......................
Kerrville State
Hospital (KSH)
721 Thompson Drive
Kerrville, TX 78028
(830) 896-2211
Fax (830) 792-4926
.......................
North Texas State
Hospital (NTSH)
(Vernon Campus)
4730 College Drive
Vernon, TX 76385
(940) 552-9901
Fax (940) 553-2500
(Wichita Falls Campus)
6515 Kemp Boulevard
Wichita Falls, TX 76308
(940) 692-1220
Fax (940) 689-5538 |
Rio Grande State Center (RGSC)
1401 Rangerville Road
Harlingen, TX 78550
(956) 425-8900
Fax (956) 430-2487
.......................
Rusk State Hospital (RSH)
1601 North Dickinson Drive
Rusk, TX 75785
(903) 683-3421
Fax (903) 683-7101
.......................
San Antonio State
Hospital (SASH)
6711 South New Braunfels, Suite 100
San Antonio, TX 78223-3006
(210) 532-8811
Fax (210) 531-7876
.......................
Terrell State Hospital
(TSH)
1200 East Brin
Terrell, TX 75160
(972) 524-6452
Fax (972) 551-8053
.......................
Waco Center for Youth (WCY)
3501 North 19th Street
Waco, TX 76708
(254) 756-2171
Fax (254) 745-5398 |
Primary Care Facility
South Texas Health Care System (STHCS)
1301 Rangerville Road
Harlingen, TX 78552
(956) 425-8900
Fax (956) 440-9452
Inpatient Tuberculosis Treatment Facility
Texas Center for Infectious Disease (TCID)
2303 South East Military Drive
San Antonio, Texas 78223
(210) 534-8857
Fax (210) 531-4502
Health Services Regions
HEALTH REGION 1
1109 Kemper
Lubbock, TX 79403
(806) 744-3577
Fax (806) 747-0243 |
HEALTH REGION 7
2408 South 37th Street
Temple, TX 76504-7168
(254) 778-6744
Fax (254) 778-4066 |
HEALTH REGIONS 2
& 3
1301 South Bowen Road, Ste 200
Arlington, TX 76013-2262
(817) 264-4500
Fax (817) 264-4506 |
HEALTH REGION 8
7430 Louis Pasteur Dr.
San Antonio, TX 78229
(210) 949-2000
Fax (210) 944-2015 |
HEALTH REGIONS
4 & 5 NORTH
1517 W. Front Street
Tyler, TX 75702
(903) 595-3585
Fax (903) 533-5222 |
HEALTH REGIONS 9
& 10
401 East Franklin, Suite #210
El Paso, TX 79901
(915) 834-7675
Fax (915) 834-7800 |
HEALTH REGIONS 6 &
5 SOUTH
5425 Polk, Suite J
Houston, TX 77023
(713) 767-3000
Fax (713) 767-3049 |
HEALTH REGION 11
601 W. Sesame Drive
Harlingen, TX 78550
(956) 423-0130
Fax (956) 444-3299 |
Last Updated
September 27, 2007
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