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5.2.7 Complaints and Resolution
Complaints regarding dental services are typically received through the TMHP Contact Center, although a complaint is accepted from any source. A complaint is researched by TMHP and resolved or escalated as appropriate. Examples of complaints from clients regarding providers include:
• The provider did not consult with the client, explain what services were necessary, or obtain parent or guardian informed consent.
•The treating provider refused to make the child's record available to the new provider.
•The provider did not give the child the appropriate local anesthesia or pain medication.
•The provider did not use sterile procedures; the facility or equipment were not clean.
•The provider or his staff were verbally abusive.
•The client did not receive a service, but the provider billed Texas Medicaid.
•The provider charged a Medicaid client for benefits covered by Medicaid.
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