Texas Department of State Health Services Compact with Texans

The Compact with Texans describes the department’s services, principles, and the process for filing complaints and requesting information.  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.

Vision

A Healthy Texas

Mission

To improve the health, safety, and well-being of Texans through good stewardship of public resources, and a focus on core public health functions.

Services

DSHS serves the health needs of Texans in a number of ways:

  • Preventing, detecting and responding to infectious diseases; 
  • Promoting healthy lifestyles through disease and injury prevention; 
  • Reducing health risks and threats through consumer protection; 
  • Developing evidence-based public health interventions through data analysis and science; and 
  • Providing medical response during disasters and emergencies

FOR MORE INFORMATION ON DSHS SERVICES CONTACT
Texas Department of State Health Services
PO Box 149347
(Physical address: 1100 W. 49th Street)
Austin, Texas 78756

Toll Free 1-888-963-7111 or 512-776-7111
TDD Relay 1-800-735-2989

E-mail Customer Service

Information for Texas residents

Call 211 for information on health services in your local area

Customer Service

Principles

As a Texas Health and Human Services department, we commit to providing high quality services in a professional and ethical manner. In order to do so, we will:

  • Treat our customers with courtesy and respect;
  • Ensure access to and provision of services is fair and equitable;
  • Implement new and creative approaches to improve quality of services;
  • Operate based on our customers’ overall needs and feedback;
  • Provide understandable information in a variety of formats;
  • Ensure sound management of programs and funds;
  • Work in cooperation with customers;
  • Protect private information and share public information in accordance with applicable laws.

Standards

Texans can expect to receive high quality services from all Texas Health and Human Services departments. To meet this expectation, we will:

  • Process applications and respond to contacts accurately and within required timeframes;
  • Employ courteous and knowledgeable staff;
  • Respond appropriately to language or other special needs;
  • Expand access to information and services, such as by Internet and phone;
  • Provide services in safe facilities and comply with the Americans with Disabilities Act (ADA).

Complaint Process

To file a complaint or inquiry, first contact the DSHS office or program directly involved with the issue about which you are concerned. 

Information to provide when filing a complaint:

  • Your name, address, and phone number (optional, but important).
  • Name and address of issue of concern.
  • Details of the event or issue.

Complaints may be anonymous. However, it is of assistance for the Department to know who you are and how you may be reached if more information is needed.

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:

Patrice Kennemer
Customer Service Coordinator
Texas Department of State Health Services
PO BOX 149347
(Physical address: 1100 W. 49th Street, MC-1913)
Austin, Texas 78756
e-mail: Customer Service
Toll free 1-888-963-7111, ext. 2150 or 512-776-2150
TDD Relay 1-800-735-2989
Fax 512-776-7624


Health and Human Services Ombudsman

If you have problems or complaints about a state health and human service agency or program that are not resolved to your satisfaction, contact the Office of the Ombudsman. 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.

HHSC Office of the Ombudsman
Mail Code: H-700
P. O. Box 13247
Austin, Texas 78711-3247

Phone Toll-free: 1-877-787-8999
Fax Toll-free: 1-888-780-8099
Online: Online Submission Form

Reporting Waste, Abuse and Fraud

HHSC, Office of Inspector General (OIG) is responsible for investigation of waste, abuse and fraud in health and human services programs. 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.

To learn more about the types of waste, abuse and fraud that the Inspector General investigates please visit: Understanding Waste, Abuse and Fraud.

To report waste, abuse or fraud, please call toll-free, 1-800-436-6184, or use the online reporting form found on the OIG Report Fraud page.

Primary Care Facility

South Texas Health Care System (STHCS)
1301 Rangerville Road
Harlingen, TX 78552
(956) 425-8900
Fax (956) 440-9452

Inpatient Tuberculosis Treatment Facility

Texas Center for Infectious Disease (TCID)
2303 South East Military Drive
San Antonio, Texas 78223
(210) 534-8857
Fax  (210) 531-4502

Public Health Regions

Public Health Region 1
1109 Kemper
Lubbock, TX 79403
(806) 744-3577
Fax (806) 747-0243

Public Health Region 7
2408 South 37th Street
Temple, TX 76504-7168
(254) 778-6744
Fax (254) 778-4066

Public Health Regions 2 & 3
1301 South Bowen Road, Ste 200
Arlington, TX 76013-2262
(817) 264-4500
Fax (817) 264-4506

Public Health Region 8
7430 Louis Pasteur Dr.
San Antonio, TX 78229
(210) 949-2000
Fax (210) 944-2015

Public Health Regions 4 & 5 NORTH
1517 W. Front Street
Tyler, TX 75702
(903) 595-3585
Fax (903) 533-5222

Public Health Regions 9 & 10
401 East Franklin, Suite #210
El Paso, TX 79901
(915) 834-7675
Fax (915) 834-7800

Public Health Regions 6 & 5 SOUTH
5425 Polk, Suite J
Houston, TX 77023
(713) 767-3000
Fax (713) 767-3049

Public Health Region 11
601 W. Sesame Drive
Harlingen, TX 78550
(956) 423-0130
Fax (956) 444-3299

Health Service Regions
Last updated September 17, 2018