| (a) If a consumer, the consumer's LAR, or a health
care provider contacts OBH seeking information or wishing to complain
about an HHS program other than behavioral health, the consumer, the
consumer's LAR, or the health care provider is transferred to OO staff
that handle complaints regarding those programs. OBH staff inform
the consumer, the consumer's LAR, or the health care provider of this
referral and document it in the HEART system.
(b) A resident of a state supported living center (SSLC),
the consumer's LAR, or a health care provider is referred to the Office
of the Independent Ombudsman for SSLCs established by Texas Health
and Safety Code Subchapter C of Chapter 555. OBH staff inform the
consumer, the consumer's LAR, or the health care provider of this
referral and document it in the HEART system.
(c) A consumer, the consumer's LAR, or a health care
provider seeking to complain about treatment of a substance use disorder
at a facility regulated by the HHSC Regulatory Services Division or
seeking to complain about inappropriate commitment at a facility regulated
by the HHSC Regulatory Services Division is transferred to staff in
that division. OBH staff inform the consumer, the consumer's LAR,
or the health care provider of this referral and document it in the
HEART system.
(d) A referral is made to the IDD Ombudsman for a consumer
receiving IDD services in the community through Home and Community-based
Services or the Texas Home Living Program, a consumer receiving services
from a local IDD authority, or the LAR or health care provider of
one of these consumers. OBH staff inform the consumer, the consumer's
LAR, or the health care provider of this referral and document it
in the HEART system.
(e) A consumer presenting with concerns of imminent
threat to the health or safety of the consumer or others is conferenced
with LBHA or LMHA crisis services or local law enforcement. OBH staff
stay connected with the consumer until crisis services are obtained.
OBH staff document the referral in the HEART system.
(f) A contact that relates to interstate transfer of
a consumer in need of behavioral health services is referred to the
HHSC Emergency Services Program's Repatriation Program. OBH staff
inform the consumer, the consumer's LAR, or a health care provider
of this referral and document it in the HEART system.
(g) A contact where a consumer, the consumer's LAR,
or a health care provider alleges a Health Insurance Portability and
Accountability Act violation by state hospital staff is referred to
the HHSC Privacy Office. A contact where a consumer, the consumer's
LAR, or the health care provider alleges a HIPAA violation by an LBHA
or LMHA staff is referred to the LBHA's or LMHA's contract manager
within HHSC's IDD-Behavioral Health Services Department. OBH staff
inform the consumer, the consumer's LAR, or the health care provider
of the referral and document it in the HEART system.
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