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

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

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