Texas Hospital Association

What to Do If You Have a Complaint

If you have a complaint about your hospital visit, you should first contact the hospital to share your concerns. Hospitals are committed to good patient care and customer service. If they don’t know about your bad experience, they cannot correct the problem.

If the problem is still not resolved, you can file complaints with the following:

The Texas Department of State Health Services is the state agency that licenses and regulates health facilities in Texas. To file a complaint. Visit the agency's Web site, then click on the link entitled "Complaint Process."

The Joint Commission on Accreditation of Healthcare Organizations is an independent nonprofit organization that accredits and certifies some 20,000 health care organizations and programs in the U.S. to ensure compliance with the federal Medicare Conditions of Participation standards, as well as additional requirements emphasizing quality and patient safety processes and policies. Complaints related to quality of care and patient safety at accredited hospitals may be filed on the Joint Commission Web site.

DNV Healthcare is part of Det Norske Veritas, a global, independent foundation whose purpose is safeguarding life, property and the environment. DNV integrates ISO 9001 quality standards with the Medicare Conditions of Participation and has accredited U.S. hospitals since 2008. Individuals may file a complaint against a DNV- accredited hospital by emailing: hospitalcomplaint@dnv.com  or calling DNV’s toll-free number: 866/523-6842.

The TMF Health Quality Institute is a nonprofit foundation that works to improve quality of care in Texas hospitals under contract with the federal Centers for Medicare & Medicaid Services. As the Quality Improvement Organization for Medicare in Texas, TMF reviews Medicare patients’ medical records to determine if the services meet standards of care, are medically necessary and are delivered in the most appropriate setting. Visit the TMF website to learn more and to file complaints online.

The Texas Medical Board licenses and oversees physicians in Texas, and investigates complaints about physicians. For information about the complaint process, visit the TMB Web site.


Subsidiaries and Affiliates

HealthSHARE

Texas Hospital Insurance Exchange

Texas Hospital Association Foundation

Texas Healthcare Trustees

HOSPAC

According to Texas Government Code 305.027, portions of this material may be considered “legislative advertising.” Authorization for its publication is made by John Hawkins, Texas Hospital Association, 1108 Lavaca, Suite 700, Austin, Texas, 78701-2180.