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3610 Resolution of Complaint
Revision 23-4; Effective Nov. 17, 2023
Grantees must ensure clients have a means to express complaints and concerns about care received to HHSC, and ensure those complaints and concerns are handled in a consistent manner. Grantee’s policy manuals must explain the process clients may follow if they are not satisfied with the care received. If an aggrieved client makes a request for a hearing, a grantee shall not terminate the client until a final decision is rendered by HHSC. Any client complaint must be documented in the client’s record.
3620 Termination of Services
Revision 23-4; Effective Nov. 17, 2023
A qualifying person must never be denied services due to an inability to pay.
Grantees have the right to terminate services to a client if the client is disruptive, unruly, threatening or uncooperative to the extent that the client seriously impairs the grantee to provide services effectively and safely, or if the client’s behavior jeopardizes his or her own safety, clinic staff or others. A client has the right to appeal the denial, suspension or termination of services (1 TAC Section 382.111).
For more information, see Fair and Fraud Hearings on the HHSC website.
Policies for termination of services must be included in the grantee’s policy manual.
3630 Freedom of Choice
Revision 23-4; Effective Nov. 17, 2023
FPP clients are guaranteed the right to voluntarily choose qualified family planning providers and methods without coercion or intimidation. Acceptance of family planning services may not be required for eligibility for, or receipt of, any other service or assistance from the entity or individual that would provide the service or assistance.
3640 Research (Human Subject Clearance)
Revision 23-4; Effective Nov. 17, 2023
To participate in proposed research that would involve the use of FPP clients as subjects, the use of clients’ records or any data collected from FPP clients, grantees must get prior approval from their own internal Institutional Review Board (IRB) and from HHSC. For information about the process, grantees may visit the Institutional Review Board website.
The grantee must have a policy that states that approval will be obtained from HHSC before instituting any research activities. The grantee must ensure all staff members are aware of this policy through staff training. The grantee must keep documentation of training on this topic.