1109 Kemper Before working for the Texas Health and Human Services (HHS), she worked for The Senior Source, a nonprofit organization in Dallas serving older adults. They work to uphold the rights of residents, including those facing an involuntary transfer or discharge. 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. Contact them by calling (855) YES-ADRC, or (855) 937-2372. 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. It seeks volunteers who speak languages other than English, including--but not limited to--Spanish. An ombudsman advocates for quality of life and care for people living in nursing homes and assisted living facilities. An ombudsman can: Answer questions Help you file a complaint A volunteer LTC ombudsman who visits regularly can be the highlight of a resident's day and ensure residents get good care. 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. Office of the Ombudsman operates a toll-free customer service hotline during normal office hours. Puerto Rico Long-Term Care Ombudsman Program Report Institutional Abuse: PHONE: 787-294-4900, EXT 1657, 1747, 1756 . AUSTIN, Texas (KTRK) -- Five families and healthcare professionals are suing the state of Texas over its ban on what supporters call transgender care for children. HHSC, Office of Inspector General (OIG) is responsible for investigation of waste, abuse and fraud in health and human services programs. The Office of the State Long-Term Care Ombudsman is independent of the Texas Health and Human Services system. City of Houston. Contact Us | Texas DSHS - Texas Department of State Health Services (DSHS) Complaint and Incident Intake Make recommendations to the governor, legislature, HHS and SSLCs. 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. Copyright 2016-2023. (Physical address: 1100 W. 49th Street) General Inquiries Phone 512-776-7111 Toll-free 888-963-7111 Office Hours Monday - Friday 8:00 AM - 5:00 PM CST Vital Statistics Monday - Friday El Paso, TX 79901 Just because someone moves into an assisted living facility or nursing home does not mean that they give up their rights. Fax 210-944-2015, Public Health Regions 9 & 10 Community Care Options Counseling - a program funded by the Texas Health and Human Services to help nursing home residents who . PO Box 149347 The Texas Health and Human Services Civil Rights Office handles these complaints. 254-778-6744 1517 W. Front Street Helping families learn about nursing homes and how to pay for them. 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. Refer complaints outside our scope of practice. Contact. TheCompact with Texansdescribes the departments services, principles, and the process for filing complaints and requesting information. Fill out the Complaint / Appeal form and mail or email it to: Molina Healthcare of Texas Appeals and Grievances P.O. Empowering and supporting residents and their families to discuss concerns with facility staff, Identifying gaps in facility, government or community services and trying to help fix those gaps, Protecting resident health, safety, welfare and rights, Providing information about and help with finding long-term care, Nursing home or assisted living facility residents, Facility employees who are concerned about a resident, Any person interested in the welfare of residents, Someone considering long-term care placement, Ask a staff member at your facility who the ombudsman is and how to reach them, Look for the LTC Ombudsman poster in your facility, Determine if facilities meet minimum standards, if conditions endanger health and safety, or if poor practices are being followed, Check that facilities have corrected past problems, Poor quality of care, including inadequate personal hygiene and slow response to requests for help, Inappropriate use of chemical or physical restraints, Any resident concern about quality of care or quality of life, Support to residents who are abused or neglected, Tips for residents and their families in addressing complaints and concerns, Be treated with respect, dignity and consideration, Exercise their rights and civil liberties as a resident of Texas and citizen of the United States and observe their religious beliefs, Confidentiality of personal and clinical records, Be informed of their medical condition and participate in treatment planning, Choose their own attending physician and the source of pharmacy service, Be free from mental, physical, or verbal abuse and chemical and physical restraints, Have 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, Be told about Medicaid or Medicare services and informed of other items or services and any costs that may be charged, Not be transferred or discharged without cause and notice, Be treated without discrimination regardless of source of payment, Make complaints and express grievances without fear of discrimination or reprisal, Manage personal and financial affairs and make choices and independent decisions. The Office of the State Long-Term Care Ombudsman is independent of the Texas Health and Human Services system. Harlingen, TX 78550 Ombudsmen work to solve individual problems and to change policy and law to protect residents. An ombudsman can: Long-term care ombudsmen help nursing home and assisted living residents by: Visit the Long-term Care Ombudsman website. The .gov means its official. Go to the HHSC Office of the Ombudsman website. What Does an LTC Ombudsman Do? | HHS - Texas 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. 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. The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely. How quickly an investigation is conducted depends in large part on the severity of the allegation. Texas Health and Human Services Commission (HHSC) 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. Susan McCombs - Mana.. - Texas Health and Human Services - ZoomInfo Contact your provider or caseworker to see if they can explain their decision or correct the problem. 1301 South Bowen Road, Ste 200 All rights reserved. Make them aware of your care and activities. If a person has a problem or complaint, they are encouraged to first discuss it with the person, program staff or office staff involved. In fact, federal and state laws guarantee additional rights specific to nursing home residents and state law protects rights specific to assisted living facility residents. How you became aware of the situation, including if you witnessed the event or if you heard about it from another person. People may contact the Medicaid Managed Care Helpline at 866-566-8989. (Physical address: 1100 W. 49th Street, MC-1913) Texas Center for Infectious Disease (TCID) However, it is of assistance for the Department to know who you are and how you may be reached if more information is needed. Volunteer ombudsmen visit residents, identify and investigate complaints, and educate residents, families, and facility staff on protecting the health, safety, welfare, and rights of . Bring your concern to the family council if you are family or a friend of the resident. Listening to residents and family members when they have concerns or issues. 2408 South 37th Street Ombudsmen can be volunteers or paid staff of agencies that are independent of any long-term care facility. The North Central Texas Area Agency on Aging serves a population that is growing in diversity. The Aging & Disability Resource Center helps to reduce confusion and facilitate access to care for long-term care recipients in all 254 counties of Texas. 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. Providers can choose to be accredited by an Accrediting Organization. The facility should: designate staff to assist and respond to written requests; and. Talk to your ombudsman and HHS surveyors when they visit. Striking A Balance. The complaint information is documented in an electronic tracking system. Long-Term Care Ombudsman Program | Houston Health Department navigate the managed care system (STAR, STAR+PLUS, STAR Kids and STAR Health); resolve problems, including access to care. 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. 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 . A facility must protect and promote the rights of each resident. as soon as possible. 2023. Protecting resident health, safety, welfare and rights. Ombudsmen help resolve issues and investigate complaints, but they do not regulate facilities. Texas Health & Human Services Commission. Austin, TX 78756, Toll free 1-888-963-7111, ext. Mail Code: H-700 Use person-centered practices to advocate for residents and their families. 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. Find other long-term care services in your area. 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. Copyright 2016-2023. Before sharing sensitive information, make sure youre on an official government site. Ombudsmen work to solve individual problems and to change policy and law to protect residents. The onsite ombudsman: If you suspect an older person or a person with a disability is being abused, Complaint and Incident Intake can help. The most direct method of filing a complaint is to use the online system by following the link at the top of the page. You also will need this information: The level of care or service he or she is supposed to get, Any injuries or negative outcomes affecting the persons physical or mental well-being, Date, time and location of the alleged incident, The names of witnesses, the alleged perpetrator and anyone else you think may have relevant information, Your belief about the scope of the incident for example, if other people had the same or similar problems, Interviews with the person making the complaint, residents, staff, family members or others, Texas State Auditor's Office at 800-TX-AUDIT, Texas Health and Human Services Office of Inspector General at 800-436-6184. For the Blind Children's Vocational Discovery and Development Program, you can also email BlindChildrensProgram@hhs.texas.gov. To learn more about the types of waste, abuse and fraud that the Inspector General investigates please visit:Understanding Waste, Abuse and Fraud. Bring your concern to the resident council if you are a resident. About the Office of the State LTC Ombudsman. They can often explain a specific policy or resolve the concern immediately. B-1420, Office of the Ombudsman - Texas Health and Human Services How Do I Make a Complaint about an HHS Service Provider? In 2019, there were 295 reported cases among women, but then in . Texas Health & Human Services Commission. Anyone may call an ombudsman to voice a concern or get information about long-term care. Call 1-800-252-2412 for more information or to ask questions about your rights. May 2013 North Central Texas Council of Governments - Dallas/Fort Worth AreaStaff OmbudsmanJun 2009 - Sep 2012. The .gov means its official. To File a Complaint on behalf of a resident residing in a nursing home or assisted living facility, contact: Kim Palmore, Managing Local Ombudsman 903-255-3507 or Email Kim Palmore **If you are filing a complaint of abuse or neglect, please call 1-800-458-9858 for immediate assistance** 1-800-372-4464. About the Office of the State LTC Ombudsman, Use the Long-Term Care Ombudsman search feature. PDF How the Medicare Beneficiary Ombudsman Works for You During her graduate studies, she trained in conflict resolution. Call 1-800-252-2412 to speak with an LTC ombudsman in your area. DSHS serves the health needs of Texans in a number of ways: FOR MORE INFORMATION ON DSHS SERVICES CONTACT: Managed Care, A-821.2 Investigations are unannounced and may be conducted on or off-site. 806-744-3577 End of Continuous Medicaid Coverage | Texas Health and Human Services. "Ombudsman" is a funny sounding word, and many people don't know what it means. Email: sslc.ombudsman@hhs.texas.gov. All rights reserved. Long-Term Care Ombudsman - Ark Tex Council Of Governments - ATCOG Call 888-388-6332, TDD 877-432-7232, if you think a Texas HHS employee or contractor has discriminated against you. Texas Health & Human Services Commission. According to one ombudsman it means "being an advocate for residents.". Understand and use the care planning process. Do you have a complaint about the Texas Department of Family and Protective Services? HHSC Office of the Ombudsman To ensure coverage continues, if you're eligible, report changes (contact information, pregnancy, etc.) Compact with Texans | Texas DSHS - Texas Department of State Health PO BOX 149347 LTC Ombudsman: Ombudsman Search | HHS - Texas Box 13247 This ensures the state ombudsman and all program representatives advocate for resident interests. 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. North Central Texas Council of Governments - Direct Services - NCTCOG Office of the State Long-Term Care Ombudsman The Office of the State Long-term Care Ombudsman is independent of the Texas Health and Human Services system. Menu button for Part B, Case Management">, B-500, Medical Coverage for People Confined in a Public Institution, B-900, Referrals for Intentional Program Violation, Part D, Children's Health Insurance Program, Part F, Former Foster Care in Higher Education, Part M, Medicaid for Transitioning Foster Care Youth, Part X, Medicaid for Breast and Cervical Cancer. Box 165089 Irving, TX 75016 Email: TxMemberInquiryResearchandResolution@MolinaHealthcare.com Be sure to include the following: Member's first and last name Molina Healthcare ID number. If you need to send something through the mail or via fax, please send it to: Texas Health and Human Services Updated: November 9, 2022 The Office of the State Long-Term Care Ombudsman is independent of the Texas Health and Human Services system. For information about COVID-19, call 2-1-1, Option 1. Call 1 (800) 252-2412 to speak with an LTC Ombudsman in your area.
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