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19.26.3 Complaint Management System
The program receives and documents complaints from any source and refers them to the appropriate entity for investigation. Examples of complaints from clients regarding providers include:
• The provider did not consult with the client, explain what services were necessary, or obtain parent/ 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 enough/any local anesthesia or pain medication.
•The provider did not use sterile procedures; the facility and/or equipment were not clean.
•The provider and/or his staff was verbally abusive.
•The client did not receive a service, but the provider billed the Texas Medicaid Program.
•The provider charged a Medicaid client for benefits.
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