Nursing homes and assisted living facilities should care for its residents in a manner and in an environment that maintains or enhances each resident's quality of life. Texas Health & Human Services Commission. Office of the Ombudsman operates a toll-free customer service hotline during normal office hours. To improve the health, safety, and well-being of Texans through good stewardship of public resources, and a focus on core public health functions. The voice of many residents can be more influential than one person. The Ombudsman Program's Mission is to work with . At all times, residents decide on the ombudsman's level of involvement. Investigations are unannounced and may be conducted on or off-site. 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. The agency investigates employee/employer disputes, workplace discrimination, wrongful suspension or termination and paycheck issues. (Physical address: 1100 W. 49th Street, MC-1913) HHS keeps your name and that of the other person confidential, unless required to release it by law. A volunteer LTC ombudsman who visits regularly can be the highlight of a resident's day and ensure residents get good care. State Long-Term Care Ombudsman 4601 Guadalupe Street Austin, TX 78751 512-438-4265 800-252-2412 Fax: 512-438-3233. 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. DSHS serves the health needs of Texans in a number of ways: FOR MORE INFORMATION ON DSHS SERVICES CONTACT: Providers can choose to be accredited by an Accrediting Organization. Read the user guide to submitting complaints online (PDF). Fax 210-944-2015, Public Health Regions 9 & 10 Telling residents about their rights. Staff, known as surveyors: Ombudsmen can help resolve complaints about many aspects of long-term care. PO BOX 149347 Contact your provider or caseworker to see if they can explain their decision or correct the problem. Since 1982, it has provided services that help meet your needs or the needs of someone you care for. The Office of the State Long-Term Care Ombudsman is independent within the Texas Health and Human Services system. Have a problem with one of our programs or services? 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 . Be familiar with your admission agreement, resident handbook, facility policies and other information provided at move-in. Texas Health & Human Services Commission. Texas Center for Infectious Disease (TCID) 915-834-7675 Long-term care (LTC) ombudsmen are advocates for residents' rights. The .gov means its official. Phone: 800-252-2412 Objectives of the program are to: They help protect the quality of life and quality of care of anybody who lives in a nursing facility or an assisted living facility. State and federal government websites often end in .gov. Our responsibility is to protect the rights of people who live at SSLCs (PDF). 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. As a Texas Health and Human Services department, we commit to providing high quality services in a professional and ethical manner. 956-423-0130 The site is secure. PDF Long-term Care Ombudsman Directory - Texas The site is secure. Ombudsmen work to solve individual problems and to change policy and law to protect residents. Ombudsman services are free, confidential and available statewide. The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely. Tarrant County Child Support Office Managersince Oct 2002 Office of the Attorney General of Texas Ombudsman/ Child Support OfficerMar 1999 - Oct 2002. . The .gov means its official. How to get help in your area The Medicare Beneficiary Ombudsman works with organizations like State Health Insurance Assistance Programs (SHIPs). They can be counted on to respect residents' privacy and confidentiality. El Paso, TX 79901 PDF How the Medicare Beneficiary Ombudsman Works for You Long-Term Care Ombudsman Program | Houston Health Department 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. All rights reserved. You can also send a fax to 888-780-8099 or write to. Headquartered in Austin, we also have regional offices across the state. 2150 or 512-776-2150 Maximum timeframes for investigation vary according to provider type. North Central Texas Council of Governments - Direct Services - NCTCOG If I call or talk to an ombudsman, is there a cost? Before sharing sensitive information, make sure youre on an official government site. The Office of the State Long-Term Care Ombudsman is independent of the Texas Health and Human Services system. Consumer Rights - West Texas Centers Do ombudsmen regulate or inspect facilities? TDD Relay 1-800-735-2989, Call 211 for information on health services in your local area. Tyler, TX 75702 For more information, call 1-800-272-3921 and ask for Lisa or Tina. Contact Us | Texas DSHS - Texas Department of State Health Services (DSHS) Each complaint is documented in an electronic tracking system. State Long-Term Care Ombudsman Program, Texas Health - VolunteerMatch The onsite ombudsman: If you suspect an older person or a person with a disability is being abused, Complaint and Incident Intake can help. Striking A Balance. Understand and use the care planning process. The person's name and how he or she was affected. Patty Ducayet, State Long-Term Care Ombudsman; patricia.ducayet@hhs.texas.gov Alexa Schoeman, Deputy State Ombudsman; alexa.schoeman@hhs.texas.gov Sara Kimber, Nursing Home Policy Specialist; sara.kimber@hhs.texas.gov 2-1-1 Texas | Texas Health And Human Services Commission How Do I Make a Complaint about an HHS Service Provider? In order to do so, we will: . Compact with Texans | Texas DSHS - Texas Department of State Health 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. Fax 713-767-3049, Public Health Region 7 Judy, family member. How quickly an investigation is conducted depends in large part on the severity of the allegation. "Ombudsman" is a funny sounding word, and many people don't know what it means. All rights reserved. Texas Health and Human Services (HHS) licenses and certifies facilities, including assisted living facilities and nursing homes. 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. Senate Bill 14 was signed into . listen to the views and act upon grievances and recommendations affecting resident care and life. P.O. Susan McCombs is a Managing Local Ombudsman at Texas Health and Human Services based in Austin, Texas. All rights reserved. 2408 South 37th Street For the Blind Children's Vocational Discovery and Development Program, you can also email BlindChildrensProgram@hhs.texas.gov. What are some tips for getting good care? The HHSC Medicaid Managed Care Helpline helps people who receive Medicaid benefits: The Medicaid Managed Care Helpline also provides general information about managed care programs to providers, health plans, community based organizations and other stakeholders. National Consumer Voice An ombudsman can: Long-term care ombudsmen help nursing home and assisted living residents by: Visit the Long-term Care Ombudsman website. Refer complaints outside our scope of practice. Call the Texas Department of Insurance at 800-252-3439 or 512-463-6515. Email: sslc.ombudsman@hhs.texas.gov. A resident of a nursing facility or an assisted living facility, call 800-252-2412. You can find yours by: Copyright 2016-2023. PO Box 149347 Tell the nursing home or assisted living facility staff of concerns as soon as possible. You also can send an email to ltc.ombudsman@hhs.texas.gov. Joyce, ombudsman. Ombudsmen work closely with residents to address complaints. For other issues related to HHS, contact the HHS Ombudsman at 877-787-8999. Each of the 28 local ombudsman programs has a managing local ombudsman on staff. It is on the front of the Member ID Card If you have a question or concern about mental health services or substance use disorders, learn about your rights. The Medicaid Managed Care Helpline is designed to help people who receive Medicaid and need help accessing health care services. Syphilis has increased 128% among women in Houston since 2019 Texas Health & Human Services Commission. What Does an LTC Ombudsman Do? | HHS - Texas 5425 Polk, Suite J Call 888-388-6332, TDD 877-432-7232, if you think a Texas HHS employee or contractor has discriminated against you. Ombudsmen work to solve individual problems and to change policy and law to protect residents. Mail Code 0227. In 2019, there were 295 reported cases among women, but then in . 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. Use person-centered practices to advocate for residents and their families. Call an LTC ombudsman for help with any of these options, or to work on the problem with you. Residents of long-term care should receive the necessary care and services to maintain the highest practicable physical, mental, and psychosocial well-being. How you became aware of the situation, including if you witnessed the event or if you heard about it from another person. If you choose to remain anonymous, HHS will not be able to provide you the results of the investigation. 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. Lubbock, TX 79403 You can report abuse whether the person receives services from HHS in their home or if they live in: Visit the Complaint and Incident Intake website. Do you have a complaint about the Texas Department of Family and Protective Services?