Texas Administrative Code
Title 26 - HEALTH AND HUMAN SERVICES
Part 1 - HEALTH AND HUMAN SERVICES COMMISSION
Chapter 87 - OMBUDSMAN SERVICES
Subchapter A - PURPOSE, DEFINITIONS, AND ESTABLISHMENT OF OMBUDSMAN PROGRAMS
Section 87.113 - Intake of Contacts

Universal Citation: 26 TX Admin Code § 87.113

Current through Reg. 50, No. 13; March 28, 2025

(a) A contact received through an online submission is automatically and immediately loaded in the HEART system and assigned to available OO staff for action.

(b) A contact received by postal mail, fax, or email is uploaded to the HEART system and assigned to available OO staff for action within one business day of receipt.

(c) A call received by OO staff is immediately entered in the HEART system.

(d) When OO staff begin to review a contact, they take the following actions:

(1) notify the consumer, the consumer's LAR, or a health care provider of OO's roles and responsibilities;

(2) explain any referrals to other HHS staff or external organizations that are recommended;

(3) explain the OO complaint resolution process;

(4) clarify the preferred method and timeline of follow-up communications; and

(5) provide an estimated timeline in which a response can be expected.

(e) OO publishes on its website a list of commitments OO staff make to ensure cases are dealt with fairly, efficiently, and effectively. The list also includes commitments OO asks of consumers and LARs to ensure the same objective. Consumers and LARs may hear a verbal summary of the list or receive a written copy.

(f) OO staff use HHSC's contracted vendors to provide language interpretation services, when necessary.

Disclaimer: These regulations may not be the most recent version. Texas may have more current or accurate information. We make no warranties or guarantees about the accuracy, completeness, or adequacy of the information contained on this site or the information linked to on the state site. Please check official sources.
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