(a) Once OO staff have determined all pertinent information has been gathered and their investigation of a complaint is complete, they determine if it is substantiated, unsubstantiated, or unable to be substantiated.     
      (b) A consumer or the consumer's LAR is notified of the outcome of a complaint. A written summary is provided upon request of a consumer or the consumer's LAR, or if OO staff cannot reach the consumer by telephone to relay the findings. If the consumer provides consent and requests, OO staff also notify the consumer's health care provider of the outcome.     
     Source Note:        The provisions of this §87.119 adopted to be effective January 10, 2019, 44 TexReg 252; amended to be effective December 21, 2022, 47 TexReg 8273