Patient Concerns
We want to help resolve concerns.
If you are dissatisfied with the care you are receiving, the most important thing you can do is let us know immediately.
Concerns or Dissatisfaction
- Talk to your provider, nurse, or another member of your healthcare team. They will do their best to help resolve your concerns or find someone to assist you. We cannot help if we do not know about the concern.
- After speaking with a member of your healthcare team, if you feel your concerns have not been adequately addressed, ask for the Chief Nursing Officer (CNO). If the CNO still cannot resolve your concerns, ask to speak with the Administrator (CEO).
- For all concerns not handled at the time of your complaint, you will receive written acknowledgement of your complaint and written follow-up on the outcome of any investigation or corrective action within seven days.
- Whether or not you use the hospital Complaint/Grievance Process, you may file a complaint with any of the regulatory or licensing authorities listed below.
Written Follow-Up Information
Written follow-up on the outcome of any investigation or corrective action will include:
- Name of the contact person at the hospital
- Steps the hospital has taken to investigate your complaint or grievance
- Results of the complaint or grievance process
- Date of completion of the complaint or grievance process
Regulatory and Licensing Authorities
Whether or not you use the hospital Complaint/Grievance Process, you may file a complaint with the appropriate regulatory or licensing authority. Contact information and links are provided below.
Texas Health and Human Services Commission
If you have knowledge that an acute health care facility regulated by the Texas Health and Human Services Commission (HHSC) has provided substandard care to its patients or clients, you may file a complaint with HHSC.
HHSC also handles complaints or grievances involving:
- Certified Nurse Aides (CNAs)
- Dietary Department
HHSC has several options for filing complaints:
- Complaint hotline: 1-800-458-9858, Option 5
- Email: hfc.complaints@hhs.texas.gov
- Fax: 833-709-5735
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Mailing address:
Health and Human Services Commission
Complaint and Incident Intake
Mail Code E-249
P.O. Box 149030
Austin, Texas 78714-9030
Office of the Attorney General of Texas
The Office of the Attorney General of Texas accepts consumer complaints against businesses.
Texas Medical Board
The Texas Medical Board requires all complaints to be submitted in writing and investigates complaints against the license types listed below:
- Physicians
- Physician Assistants
- Acupuncturists
- Medical Radiologic Technologists
- Respiratory Care Practitioners
- Medical Physicists
- Perfusionists
- Surgical Assistants
Texas Board of Nursing
The Texas Board of Nursing investigates complaints against:
- Advanced Practice Nurses, including Nurse Practitioners
- Registered Nurses (RN)
- Licensed Vocational Nurses (LVN)
- Graduate Nurses (GN)
- Graduate Vocational Nurses (GVN)
Texas State Board of Pharmacy
The Texas State Board of Pharmacy has regulatory authority over:
- Pharmacies
- Pharmacists
- Pharmacist Interns
- Pharmacy Technicians
Centers for Medicare & Medicaid Services
For general complaints, you must contact the relevant Texas State Agency listed above.
If you are a Medicare beneficiary, you can use the Medicare Beneficiary Ombudsman (MBO) for help in resolving an inquiry or complaint.
United States Department of Health & Human Services
Anyone can file a health information privacy or security complaint through the United States Department of Health & Human Services.