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 via Fax 512-873-6170 

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

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

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

Health Service Region 7
2408 South 37th Street
Temple, TX 76504-7168
(254) 778-6744
Fax (254) 778-4066

Health Service Regions 2 & 3
1301 South Bowen Road, Ste 200
Arlington, TX 76013-2262
(817) 264-4500
Fax (817) 264-4506

Health Service Region 8
7430 Louis Pasteur Dr.
San Antonio, TX 78229
(210) 949-2000
Fax (210) 944-2015

Health Service Regions 4 & 5 NORTH
1517 W. Front Street
Tyler, TX 75702
(903) 595-3585
Fax (903) 533-5222

Health Service Regions 9 & 10
401 East Franklin, Suite #210
El Paso, TX 79901
(915) 834-7675
Fax (915) 834-7800

Health Service Regions 6 & 5 SOUTH
5425 Polk, Suite J
Houston, TX 77023
(713) 767-3000
Fax (713) 767-3049

Health Service Region 11
601 W. Sesame Drive
Harlingen, TX 78550
(956) 423-0130
Fax (956) 444-3299

Health Service Regions
  • 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 via Fax 512-873-6170 

    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

    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

    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

    Health Service Region 7
    2408 South 37th Street
    Temple, TX 76504-7168
    (254) 778-6744
    Fax (254) 778-4066

    Health Service Regions 2 & 3
    1301 South Bowen Road, Ste 200
    Arlington, TX 76013-2262
    (817) 264-4500
    Fax (817) 264-4506

    Health Service Region 8
    7430 Louis Pasteur Dr.
    San Antonio, TX 78229
    (210) 949-2000
    Fax (210) 944-2015

    Health Service Regions 4 & 5 NORTH
    1517 W. Front Street
    Tyler, TX 75702
    (903) 595-3585
    Fax (903) 533-5222

    Health Service Regions 9 & 10
    401 East Franklin, Suite #210
    El Paso, TX 79901
    (915) 834-7675
    Fax (915) 834-7800

    Health Service Regions 6 & 5 SOUTH
    5425 Polk, Suite J
    Houston, TX 77023
    (713) 767-3000
    Fax (713) 767-3049

    Health Service Region 11
    601 W. Sesame Drive
    Harlingen, TX 78550
    (956) 423-0130
    Fax (956) 444-3299

    Health Service Regions
Last updated November 10, 2017