Correctional Managed Health Care

Complaint Process

The Correctional Health Care program has implemented standardized procedures for the review and investigation of complaints relating to Health Care services.

Offender Complaint Process

Offenders with concerns or complaints about health related matters should follow the complaint procedures outlined in the Offender Orientation Handbook (English or Español). These procedures outline the following steps:

• Any offender who feels that he/she did not receive medical care that is necessary and appropriate should contact the treating professional at their unit of assignment.
• Resolving Medical Concerns Pamphlet
• If the offender is unsatisfied with the response from the treating professional, each facility has an informal complaints process in place. The offender should submit an I-60 and/or letter to the facility based complaint coordinator, who is the facility Health Administrator.
• If the offender continues to be dissatisfied with the response from this process, the offender has the option of filing a grievance (I-27) through the Offender Grievance Process.

Family Member or Third Party Complaints

Complaints from third parties concerning medical services are investigated by the TDCJ Patient Liaison Program. The Patient Liaison Program is open to third party inquiries regarding health care for offenders. Staff in that office investigate and participate in the resolution of complaints, allegations and concerns about the health care of TDCJ offenders. Persons filing complaints with the Patient Liaison Program should be aware that medical confidentiality protections apply. In most cases involving an individual offender's health care, a valid Authorization for Release of Information must be obtained from the offender before details of an offender's health care can be shared.

Note: Due to patient confidentiality issues, e-mail inquiries and responses are not permitted.

Complaints may be addressed to the Patient Liaison Office by: