Revision 19-0; Effective July 1, 2019



The contractor must ensure that individuals are provided services in a timely and nondiscriminatory manner. The contractor must:

  • Have a policy in place that delineates the timely provision of services.
    • Individuals deemed eligible for the FPP should be given an appointment as soon as possible and no later than 30 days from the initial request.
    • Adolescents age 17 and younger should be seen as soon as possible with every effort made to provide an appointment within two weeks of the request.
    • Clients who request contraception but cannot be immediately provided a clinical appointment must be offered a non-prescription method.
    • Clinic or reception room wait times should be reasonable so as not to present a barrier to service.
  • Comply with all applicable civil rights laws and regulations including Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act of 1990, the Age Discrimination Act of 1975, Section 504 of the Rehabilitation Act of 1973, and ensure services are accessible to persons with Limited English Proficiency and speech or sensory impairments at no cost to the person.
  • Have a policy in place that requires qualified staff to assess and prioritize an individual’s needs.
  • Provide referral sources for individuals that cannot be served or cannot receive a specific service.
  • Manage funds to ensure that established individuals continue to receive services throughout the budget year.
  • Inform individuals of FPP services and encourage them to bring required documentation to the initial visit for eligibility processing.

A qualifying individual seeking family planning services must not be denied services due to an inability to pay.

Contractors have the right to terminate services for an individual if the individual is disruptive, unruly, threatening or uncooperative to the extent that the individual seriously impairs the contractor’s ability to effectively and safely provide services, or if the individual’s behavior jeopardizes his or her own safety, clinic staff or others. An individual has the right to appeal the denial, suspension or termination of services. See appeal rights: Denial, Suspension or Termination of Services and Client Appeals (1 TAC §382.111).

Any policy related to termination of services must be included in the contractor’s policy manual.