(a) The Texas Health and Human Services Commission (HHSC) receives and investigates referrals and complaints.
(b) Persons wanting to file a complaint against a licensee may contact HHSC by:
  (1) calling HHSC at the telephone numbers on the HHSC website;
  (2) emailing the complaint to HHSC using the email address on the HHSC website;
  (3) faxing the complaint to HHSC using the fax number on the HHSC website; or
  (4) mailing the complaint to HHSC at the mailing address on the HHSC website.
(c) HHSC sends a Nursing Facility Administrator Complaint form to persons wanting to file a complaint. The complainant must complete, sign, and return the form to HHSC.
(d) If a referral or complaint is received, HHSC notifies the licensee and, if applicable, the person filing the complaint of the:
  (1) alleged rule violation;
  (2) assigned case number; and
  (3) investigator contact information.
(e) HHSC investigates referrals and complaints by first determining if a complaint is within HHSC's authority to investigate, then by engaging in one or more of the following investigative activities:
  (1) reviewing pertinent documentation maintained by the facility, including financial and resident medical records;
  (2) gathering additional evidence, including licensee and witness statements;
  (3) determining licensee culpability for survey or investigative findings; and
  (4) utilizing the services of a private investigator when special circumstances exist.
(f) HHSC keeps records confidential in accordance with state and federal law.
(g) HHSC prioritizes complaints as follows:
  (1) Priority one complaints allege physical abuse, sexual abuse, neglect, serious injury, death, or immediate jeopardy to resident health or safety. Investigations are initiated within 24 hours of receipt or by the next working day.
  (2) Priority two complaints allege all other types of misconduct by the licensee. Investigations are initiated within 30 days of receipt.
(h) After the investigation is complete, a final report with supporting documentation is given to the Nursing Facility Administrators Advisory Committee (NFAAC) for review and a recommendation on the appropriate action.
(i) After evaluating the NFAAC's recommendation, HHSC decides to:
  (1) impose a sanction;
  (2) collect additional information; or
  (3) dismiss the case.
(j) HHSC notifies the licensee and, if applicable, the person filing a complaint of the status and final outcome of a complaint or referral.

Source Note: The provisions of this §555.51 adopted to be effective June 1, 2004, 29 TexReg 4233; amended to be effective June 1, 2009, 34 TexReg 2795; transferred effective May 1, 2019, as published in the Texas Register April 12, 2019, 44 TexReg 1880; amended to be effective November 14, 2021, 46 TexReg 7791