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Revision 24-2; Effective Oct. 15, 2024
3510 Resolution of Complaints
Revision 24-2; Effective Oct. 15, 2024
Grantees must have a Client Rights policy that explains the process to file complaints and concerns about care received to HHSC, and make sure those complaints and concerns are handled in a consistent and timely manner. Grantees’ policy and procedure manuals must explain the process clients may follow if they are not satisfied with the care received.
- Grantees must investigate and resolve a complaint or concern within 30 business days, beginning on the day they are notified by the aggrieved client.
- Clients may contact the grantee during and after the resolution of an investigation to receive more information on the grantee's decision or help to correct the issue.
- Grantees must provide the client with contact information to the HHS Office of the Ombudsman. If a client requests more help from the Ombudsman, a grantee must not terminate services to that client until a final decision is rendered by HHSC, unless there is a viable risk to the safety of the aggrieved client, clinic staff or others.
- All complaints and concerns must be documented in the client's record.
3520 Termination of Services
Revision 25-2; Effective April 25, 2025
A qualifying person must never be denied services because they are not able to pay.
Grantees have the right to terminate services to a client if the client is disruptive, unruly, threatening or uncooperative to the extent that the client seriously impairs the grantee’s ability to provide services effectively and safely. Grantees also have the right to terminate services if the client’s behavior jeopardizes their own safety, clinic staff or others. A person has the right to appeal the denial, suspension or termination of services. Refer to 1 TAC Section 382.111.
For more information, refer to Fair and Fraud Hearings page on the HHSC website.
The grantee’s policy manual must include policies for termination of services.
3530 Freedom of Choice
Revision 24-2; Effective Oct. 15, 2024
FPP clients are guaranteed the right to voluntarily choose qualified family planning providers and methods without coercion or intimidation. Acceptance of family planning services may not be required for eligibility for, or receipt of, any other service or assistance from the entity or person who would provide the service or assistance.
3540 Research, Human Subject Clearance
Revision 24-2; Effective Oct. 15, 2024
Grantees must get prior approval from their own internal Institutional Review Board (IRB) and HHSC to participate in proposed research that would involve FPP clients as subjects and the use of client records or any data collected from FPP clients. For information about the process, visit the Institutional Review Board website.
The grantee must have a policy that states approval will be obtained from HHSC before it institutes any research activities. The grantee must make sure all staff members are aware of this policy through staff training. The grantee must keep documentation of training on this topic.