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
A Healthy Texas
Mission
To improve the health, safety, and well-being of Texans through good stewardship of public resources, and a focus on core public health functions.
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
PO Box 149347
(Physical address: 1100 W. 49th Street)
Austin, Texas 78756
Toll Free 1-888-963-7111 or 512-776-7111
TDD Relay 1-800-735-2989
E-mail Customer Service
www.dshs.texas.gov/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:
Patrice Kennemer
Customer Service Coordinator
Texas Department of State Health Services
PO BOX 149347
(Physical address: 1100 W. 49th Street, MC-1913)
Austin, Texas 78756
e-mail: Customer Service
Toll free 1-888-963-7111, ext. 2150 or 512-776-2150
TDD Relay 1-800-735-2989
Fax 512-776-7624
Health and Human Services Ombudsman
If you have problems or complaints about a state health and human service agency or program that are not resolved to your satisfaction, contact the Office of the Ombudsman. Office of the Ombudsman refers and responds to calls and correspondence, and works closely with health and human services departments' leadership, management and program staff.
HHSC Office of the Ombudsman
Mail Code: H-700
P. O. Box 13247
Austin, Texas 78711-3247
Phone Toll-free: 1-877-787-8999
People who are deaf, hard of hearing, or speech impaired can call by using the toll-free Texas Relay service: 7-1-1 or 1-800-735-2989.
Fax Toll-free: 1-888-780-8099
Online: Online Submission Form
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: Understanding Waste, Abuse and Fraud.
To report waste, abuse or fraud, please call toll-free, 1-800-436-6184, or use the online reporting form found on the OIG Report Fraud page.
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
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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
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State Mental Health Hospitals
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 Service Regions
Health Service Region 1 1109 Kemper Lubbock, TX 79403 (806) 744-3577 Fax (806) 747-0243
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Health Service Region 7 2408 South 37th Street Temple, TX 76504-7168 (254) 778-6744 Fax (254) 778-4066
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Health Service Regions 2 & 3 1301 South Bowen Road, Ste 200 Arlington, TX 76013-2262 (817) 264-4500 Fax (817) 264-4506
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Health Service Region 8 7430 Louis Pasteur Dr. San Antonio, TX 78229 (210) 949-2000 Fax (210) 944-2015
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Health Service Regions 4 & 5 NORTH 1517 W. Front Street Tyler, TX 75702 (903) 595-3585 Fax (903) 533-5222
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Health Service Regions 9 & 10 401 East Franklin, Suite #210 El Paso, TX 79901 (915) 834-7675 Fax (915) 834-7800
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Health Service Regions 6 & 5 SOUTH 5425 Polk, Suite J Houston, TX 77023 (713) 767-3000 Fax (713) 767-3049
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Health Service Region 11 601 W. Sesame Drive Harlingen, TX 78550 (956) 423-0130 Fax (956) 444-3299
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Health Service Regions