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All rights reserved. The site is secure. The .gov means its official. Bring your concern to the family council if you are family or a friend of the resident. Helping families learn about nursing homes and how to pay for them. Please click the following link for AO contact numbers and information Web List AO Contacts (cms.gov) if you wish to file your complaint with an Accrediting Organization. Susan McCombs is a Managing Local Ombudsman at Texas Health and Human Services based in Austin, Texas. Our responsibility is to protect the rights of people who live at SSLCs (PDF). HHS Regulatory Services surveyors contact the person who made the complaint to get any additional information that may be helpful in the investigation. A person who has a hearing or speech disability, call 7-1-1 or 800-735-2989. perform consumer protection and advocacy functions; conduct reviews of complaints concerning HHSC policy or practices; ensure case actions related to complaints are consistent with applicable HHS policies; provide information to people about their rights and responsibilities; coordinate the resolution of complaints or requests for information with appropriate agency staff; refer people who request other state health and human services to the appropriate area; screen, document and track all complaints and inquiries received using the HHS Enterprise Administrative Report and Tracking System (HEART); compile and share various weekly, monthly and quarterly reports with designated executive, state and regional staff, providing complaint and inquiry volume and trend analysis. If you have concerns about the care of a nursing facility or assisted living resident, talk to the LTC ombudsman in your area. People who need assistance or information about local resources or programs are encouraged to call 2-1-1 for access to information about health and human services in their community, including information on the location and phone number of local HHSC offices. Investigations are unannounced and may be conducted on or off-site. The Office of the State Long-Term Care Ombudsman is independent of the Texas Health and Human Services system. Watch on LTC ombudsmen also represent residents' interests by speaking out to government agencies and legislators for increased consumer protections in state and federal laws and regulations. About the Office of the State LTC Ombudsman, Assisted Living Facility Residents' Rights book (PDF), Assisted Living Facility Residents' Rights book in Spanish (PDF), Your Rights in an Assisted Living Facility flyer (PDF), Your Rights in an Assisted Living Facility flyer in Spanish (PDF), Nursing Facility Residents' Rights book (PDF), Nursing Facility Residents' Rights book in Spanish (PDF), Nursing Facility Residents' Rights flyer (PDF), Nursing Facility Residents' Rights flyer in Spanish (PDF), Protecting Resident Rights: State Long-Term Care Ombudsman Program (PDF), Protecting Resident Rights: State Long-Term Care Ombudsman Program in Spanish (PDF), Chapter 554, Nursing Facility Requirements for Licensure and Certification [554.401], Chapter 553, Licensing Standards for Assisted Living Facilities [553.125], Chapter 242, Convalescent and Nursing Facilities and Related Institutions [242.501], Chapter 247, Assisted Living Facilities [247.064], Chapter 102, Rights of the Elderly [102.001-102.004], Chapter 554, Nursing Facility Requirements for Licensure and Certification [554.701], Chapter 554, Nursing Facility Requirements for Licensure and Certification [554.901], Chapter 553, Licensing Standards for Assisted Living Facilities [553.41(a)(3)(C)(i-vi)], Chapter 242, Convalescent and Nursing Facilities and Related Institutions [242.001], Chapter 247, Assisted Living Facilities [247.0011], Being treated with respect, dignity and consideration, Exercising their rights and civil liberties as a resident of Texas and citizen of the United States and observe their religious beliefs, Being assured of confidentiality of personal and clinical records, Being informed of their medical condition and participate in treatment planning, Choosing their own attending physician and the source of pharmacy service, Being free from mental, physical, or verbal abuse and chemical and physical restraints, Being allowed to associate and communicate in privacy, including visits with anyone of their choice in or outside of the facility, mail and telephone services, participation in resident council activities, access to their records and access to state inspection reports, Being told of services provided by Medicaid or Medicare and informed of other items or services and their respective costs for which they may be charged, Not being transferred or discharged without cause or notice, Being treated without discrimination regardless of source of payment, Making complaints and express grievances without fear of discrimination or reprisal, Managing personal and financial affairs and make choices and independent decisions. Fax Toll-free: 1-888-780-8099Online:Online Submission Form. Ombudsman services are free, confidential and available statewide. Complaints about abortion providers must be submitted in writing. Consult your physician with any concerns about medical care. Ombudsmen work to solve individual problems and to change policy and law to protect residents. Managed Care, A-821.2 Mail Code: H-700 and ombudsman@uth.tmc.edu County served: Harris AAA of Heart of Texas 254-292-1800 Fax: 254-756-0102 National Consumer Voice For information about COVID-19, call 2-1-1, Option 1. Area Agency on Aging - Capital Area Council of Governments 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: Customer Service Coordinator Office of the Long-Term Care Ombudsman - Texas All rights reserved. Contact the Long-term Care Ombudsman's Office about the quality of care at a nursing home or assisted-living facility at 800-252-2412. AAACAP provides services to support and advocate for the health, safety and well-being of older adults in CAPCOG 10-county region Bastrop, Blanco, Burnet, Caldwell, Fayette, Hays, Lee, Llano, Travis and Williamson counties. If you call outside those hours, leave a message. All rights reserved. The person who file a complaint online receives an intake number immediately upon submission. All rights reserved. Log into your account at yourtexasbenefits.com or call 2-1-1 and select, Option 2. Copyright 2016-2022. Call 211 for information on health services in your local area. 915-834-7675 State and federal government websites often end in .gov. If you have concerns about the care of a nursing facility or assisted living resident, talk to the LTC ombudsman in your area. Investigate complaints and respond to inquiries. The University of Texas Health Science Center at Houston - School of Nursing 713-500-9930 800-296-2606 Fax: 713-500-0266 6901 Bertner Avenue Suite 573 Houston, TX 77030- 3091 Greg Shelley, Managing Local Ombudsman: gregory.k.shelley@uth.tmc.edu. 713-767-3000 Each nursing home or assisted living facility has a volunteer or paid ombudsman available to residents. State Laws Regarding Resident Rights Federal and state laws guarantee rights specific to nursing home residents and state law protects rights specific to assisted living facility residents. We provide training, tools and ongoing support. The Office of the State Long-Term Care Ombudsman is independent of the Texas Health and Human Services system. Ombudsmen then suggest options for resolution to the resident. Are bilingual volunteers needed? Their role is to advocate for patients' rights and ensure that their needs are met in a fair and equitable manner. navigate the managed care system (STAR, STAR+PLUS, STAR Kids and STAR Health); resolve problems, including access to care. You also can submit your request online. An employee will call you back by the next workday. The site is secure. What Does an LTC Ombudsman Do? | HHS - Texas The Houston Health Department has reported a syphilis outbreak, with an increase of 128% among women in the city, and a ninefold increase in congenital cases in Houston and the surrounding Harris . Use person-centered practices to advocate for residents and their families. 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. Copyright 2016-2023. Box 149030 Make recommendations to the governor, legislature, HHS and SSLCs. A volunteer LTC ombudsman who visits regularly can be the highlight of a resident's day and ensure residents get good care. The Office of the Ombudsman assists the public with issues or complaints about health and human services programs that have not been resolved under the agency's normal resolution process. Tell the nursing home or assisted living facility staff of concerns as soon as possible. Patty Ducayet has been the State Long-Term Care Ombudsman since 2007. HHS may also forward your report to another agency if it should be reported to or investigated by that agency. Report suspected waste, fraud or abuse in Texas health and human services programs to the: You also can contact these agencies online at: Copyright 2016-2023. as soon as possible. listen to the views and act upon grievances and recommendations affecting resident care and life. 2023. The Office of the State Long-Term Care Ombudsman is independent of the Texas Health and Human Services system. P. O. If a complaint is filed with HHS against an accredited provider, HHS may forward your complaint to the Accrediting Organization for investigation if deemed necessary. An ombudsman has the resources of theTexas Health and Human Servicesand other agencies to help resolve complaints and concerns that cannot be resolved by residents and staff. We can help you if you or a family member needs one of the following: Do you have concerns about someone living in a state supported living center (SSLC)? Anyone admitting a relative or loved one to a long-term-care facility should make sure the admission packet includes "resident's rights," a statement of minimum standards to which any facility should adhere. They help protect the quality of life and quality of care of anybody who lives in a nursing facility or an assisted living facility. Ombudsmen help residents by allowing them to voice their concerns. Fax 210-531-4502, Public Health Region 1 Since 1982, it has provided services that help meet your needs or the needs of someone you care for. HHSC Office of the Ombudsman Contact them by calling (855) YES-ADRC, or (855) 937-2372. Tarrant County Child Support Office Managersince Oct 2002 Office of the Attorney General of Texas Ombudsman/ Child Support OfficerMar 1999 - Oct 2002. . To meet this expectation, we will: To file a complaint or inquiry, first contact the DSHS office or program directly involved with the issue about which you are concerned. The complaint information is documented in an electronic tracking system. To learn more about the types of waste, abuse and fraud that the Inspector General investigates please visit:Understanding Waste, Abuse and Fraud. The resident decides the ombudsman's level of involvement in resolving the complaint. We collect facts about the complaint first. When HHS is done with the investigation, the person who made the complaint is notified of the results either in writing or over the phone. Each year, thousands of people get help from us. Agents answer calls Monday through Friday from 7 a.m.-7 p.m. To make a complaint via phone against substance abuse (chemical dependency) treatment facilities or narcotic/opioid treatment facilities call toll-free 800-458-9858, Option 6. For the Blind Children's Vocational Discovery and Development Program, you can also email BlindChildrensProgram@hhs.texas.gov. A physician directs the medical care of each resident. This ensures the state ombudsman and all program representatives advocate for resident interests. Are you under the age 17 and in foster care? At The Senior Source, Ducayet was the managing local ombudsman for the Dallas County ombudsman program and served as director of programs forLong-Term Care Ombudsman, Guardianship and Money Management, RSVP, Senior Companions, Foster Grandparents, Senior Employment, Advocacy Group for Elders and In-home Elder Support. The agency investigates employee/employer disputes, workplace discrimination, wrongful suspension or termination and paycheck issues. The ombudsman works with the resident to resolve the problem and will follow up to confirm continued resolution. In order to do so, we will: . They help protect the quality of life and quality of care of anybody who lives in a nursing facility or an assisted living facility. If a person has a problem or complaint, they are encouraged to first discuss it with the person, program staff or office staff involved. Call 1-800-252-2412 to speak with an LTC ombudsman in your area. Listening to residents and family members when they have concerns or issues. 7430 Louis Pasteur Dr. They have a lot of things going on in their lives. Your name, address, and phone number (optional, but important). Talk to your ombudsman and HHS surveyors when they visit. Texas Department of State Health Services If you choose to remain anonymous, HHS will not be able to provide you the results of the investigation. Managed Care Plans, C-1116. Call an LTC ombudsman for help with any of these options, or to work on the problem with you. Copyright 2016-2023. State and federal government websites often end in .gov. Texas Health & Human Services Commission. For more information, call 1-800-272-3921 and ask for Lisa or Tina. Some of the ways LTC ombudsmen help nursing home and assisted living residents include: Listening to residents and family members when they have concerns or issues. Austin, TX 78714-9030, Fax for Long-term Care: (877) 438-5827 or (512) 438-2724, Fax for Health Care Regulation: (833) 709-5735 or (512) 206-3985. I can try to find the right people to talk to about getting the issue resolved. Help In Your Area - NAPSA Protecting resident health, safety, welfare and rights. Area Agency on Aging - Heart of Texas Council of Governments Susan McCombs , Managing Local Ombudsman Office: (254)292-1851 Cell: (254)723-5068 EMail: susan.mccombs@hot.cog.tx.us . Where Do I Apply? PDF Long-term Care Ombudsman Directory - Texas Follow up with the appropriate staff. Long-Term Care Ombudsman - Texoma Council of Governments Staff from HHS Regulatory Services will review your complaint to determine if an investigation is warranted. Austin, TX 78756, Toll Free 1-888-963-7111 or 512-776-7111 You can make a complaint over the phone, online or in writing. Services are free, confidential and available statewide. The facility should: designate staff to assist and respond to written requests; and. Volunteer ombudsmen visit residents, identify and investigate complaints, and educate residents, families, and facility staff on protecting the health, safety, welfare, and rights of . Joyce, ombudsman. We can: If you have questions or concerns about services for individuals with intellectual or developmental disabilities (IDD), the IDD Ombudsman can help. During her graduate studies, she trained in conflict resolution. A consumer needing help with accessing services under a managed care plan, call 866-566-8989. Long-term care (LTC) ombudsmen are advocates for residents' rights. The .gov means its official. Ask for a facility grievance form and turn in a written grievance. Blind and Visually Impaired | Texas Health and Human Services HHSC Office of the Ombudsman Mail Code: H-700 P. O. 1517 W. Front Street If possible, please have the following information ready when making a complaint: People who file a complaint will receive an acknowledgement of receipt of their complaint. People open up to us and a lot of times share with us personal stories and experiences that they wouldn't share with anyone else. For other issues related to HHS, contact the HHS Ombudsman at 877-787-8999. Each complaint is documented in an electronic tracking system. This ensures the state ombudsman and all program representatives advocate for resident interests. Fax 254-778-4066, Public Health Region 8 Visit the Long-term Care Ombudsman website, Visit the Complaint and Incident Intake website, Visit the Office of Consumer Relations website, Protecting resident health, safety, welfare and rights, Help you find a way to solve your problems, Help you with the resources to be successful when you leave foster care, Conducts independent reviews of complaints, Ensures residents are treated fairly, respectfully and with dignity, Refers complaints of abuse, neglect or exploitation, Handles complaints about specific cases of child and adult abuse, Answers questions about the case process or cases in general. Call the Office of the Ombudsman at 877-787-8999, select a language and then select Option 3. Texas Health & Human Services Commission. 2303 South East Military Drive North Central Texas Council of Governments - Ombudsman Volunteers - NCTCOG P.O. Houston area sees 128% increase in syphilis cases since in women this For other issues related to HHS, contact the HHS Ombudsman at 877-787-8999. rights of people who live at SSLCs (PDF). You also have the option of filing your complaint with an accrediting organization. This ensures the state ombudsman and all program representatives advocate for resident interests. PDF How the Medicare Beneficiary Ombudsman Works for You The Medicaid Managed Care Helpline is designed to help people who receive Medicaid and need help accessing health care services. Each state supported living center has an assistant independent ombudsman onsite to independently investigate and monitor concerns. HHS investigates most, but not all, complaints we receive. Updated: November 9, 2022 The Office of the State Long-Term Care Ombudsman is independent of the Texas Health and Human Services system. Fax 210-944-2015, Public Health Regions 9 & 10 Compact with Texans | Texas DSHS - Texas Department of State Health TDD Relay 1-800-735-2989, Call 211 for information on health services in your local area. Arlington, TX 76013-2262 Contact Us The Department of State Health Services (DSHS) strives to improve the health, safety, and well-being of all Texans. The .gov means its official. Accreditation by an AO is voluntary and is not required for Medicare certification or participation in the Medicare Program. Temple, TX 76504-7168 You have the right to participate in activities in and out of the facility. Ombudsmen work to solve individual problems and to change policy and law to protect residents. Ombudsmen work to solve individual problems and to change policy and law to protect residents. Box 13247 Austin, TX 78711-3247 . You can get help, learn about your rights, or resolve a complaint whether the person receives services from: Call 877-787-8999, select a language and then select Option 3. To report waste, abuse or fraud, please call toll-free, 1-800-436-6184, or use the online reporting form found on theOIG Report Fraud page. Go to the HHSC Office of the Ombudsman website. 86 Ombudsmans in Dallas, TX Directory - Trustoria Susan McCombs - Mana.. - Texas Health and Human Services - ZoomInfo About the Office of the Long-Term Care Ombudsman | HHS - Texas If I call or talk to an ombudsman, is there a cost? Texas Health and Human Services Commission has introduced a new portal under the Texas Unified Licensure Information Portal for complaints against any provider that is licensed or certified by Texas Health and Human Services that has broken the rules. If a person has problems with or complaints about a health and human services program, service, or benefit that has not been resolved to their satisfaction, the person has four ways to send a question or file a complaint: Note: Ombudsman staff cannot determine eligibility or make changes to cases. 601 W. Sesame Drive HHS keeps your name and that of the other person confidential, unless required to release it by law. Texas Health & Human Services Commission. Texas Health and Human Services which includes the Texas Health and Human Services Commission and the Texas Department of State Health Services has hundreds of programs and services that help more than 7 million Texans a month live better lives, and it's our strong foundation of . The Ombudsman Program's Mission is to work with . The Long-Term Care Ombudsman program advocates for residents of nursing homes, assisted living facilities, board and care homes, and similar adult care homes. Long-term care (LTC) ombudsmen are advocates for residents' rights. Do you need help resolving a problem with your Medicaid services? LTC Ombudsman: Ombudsman Search | HHS - Texas Do ombudsmen regulate or inspect facilities? The voice of many residents can be more influential than one person. All rights reserved. Find other long-term care services in your area. Some concerns an ombudsman can address include: Residents have the same rights as people who don't live in a nursing home or assisted living facility. Email: sslc.ombudsman@hhs.texas.gov. Nursing Facility Residents' Rights Residents of Texas nursing facilities have all the rights, benefits, responsibilities, and privileges granted by the Constitution and laws of this state and the United States. Before sharing sensitive information, make sure youre on an official government site. HHSC, Office of Inspector General (OIG) is responsible for investigation of waste, abuse and fraud in health and human services programs. Ombudsmen work with: No. Call 1-800-252-2412 for more information or to ask questions about your rights. North Texas Behavior Health Authority Ombudsman. This ensures the state ombudsman and all program representatives advocate for resident interests. (Physical address: 1100 W. 49th Street, MC-1913) State and federal government websites often end in .gov. North Central Texas Council of Governments - Direct Services - NCTCOG Texas Health & Human Services Commission. What is the role of a healthcare ombudsman? | US Insurance Agents The site is secure. State Long-Term Care Ombudsman Program, Texas Health - VolunteerMatch Texas Department of State Health Services To make a complaint via phone against ambulatory surgical centers, birthing centers, community mental health centers, comprehensive outpatient rehabilitation facilities, end stage renal disease facilities, freestanding emergency medical care facilities, general hospitals, special and psychiatric hospitals, crisis stabilization units, laboratories (CLIA), outpatient physical therapy or speech pathology service facilities, portable x-ray services, rural health clinics and special care facilities call toll-free 800-458-9858, Option 5. Texas Health and Human Services Commission has introduced a new portal under the Texas Unified Licensure Information Portal for complaints against any provider that is licensed or certified by Texas Health and Human Services that has broken the rules. Residents of long-term care should receive the necessary care and services to maintain the highest practicable physical, mental, and psychosocial well-being. About Us | Office of the Independent Ombudsman - Texas The Office of the State Long-Term Care Ombudsman is independent of the Texas Health and Human Services system. In 2019, there were 295 reported cases among women, but then in . Federal and state laws guarantee rights specific to nursing home residents and state law protects rights specific to assisted living facility residents. Ombudsmen work to solve individual problems and to change policy and law to protect residents. Senate Bill 14 was signed into . Providers can choose to be accredited by an Accrediting Organization. TDD Relay 1-800-735-2989 You can find yours by: Copyright 2016-2023. Just because someone moves into an assisted living facility or nursing home does not mean that they give up their rights. Fax 713-767-3049, Public Health Region 7 Striking A Balance. Contact the Office of the State LTC Ombudsman by email at, Contact Complaint and Incident Intake (Regulatory) at 1-800-458-9858 or email a complaint to. Lubbock, TX 79403 You also can send an email to ltc.ombudsman@hhs.texas.gov. People may contact the Medicaid Managed Care Helpline at 866-566-8989. The Office of Consumer Relations: Visit the Office of Consumer Relations website. In order to do so, we will: Texans can expect to receive high quality services from all Texas Health and Human Services departments. About the Office of the State LTC Ombudsman, Use the Long-Term Care Ombudsman search feature. 1 Answer A healthcare ombudsman is a professional who is responsible for assisting patients and their families in navigating the healthcare system and resolving disputes or complaints related to healthcare services. There are times that things come up that need a mediator. As a resident, stay involved with family and friends. City of Houston. That's a 57% increase. The following options can happen one at a time or simultaneously. An ombudsman can: Answer questions Help you file a complaint The Office of the State Long-Term Care Ombudsman is independent of the Texas Health and Human Services system. At all times, residents decide on the ombudsman's level of involvement. The Office of the State Long-Term Care Ombudsman is independent within the Texas Health and Human Services system. Contact Us | Texas DSHS - Texas Department of State Health Services (DSHS) Skills: Government Liaison . HHS staff inspects, surveys, makes follow-up visits and complaint investigations and other visits to ensure these facilities are operating according to state and federal regulations.