Bill Text: TX SB1101 | 2019-2020 | 86th Legislature | Comm Sub
Bill Title: Relating to the consolidation of ombudsman programs administered by the Health and Human Services Commission.
Spectrum: Bipartisan Bill
Status: (Engrossed - Dead) 2019-05-17 - Committee report sent to Calendars [SB1101 Detail]
Download: Texas-2019-SB1101-Comm_Sub.html
86R33304 SCL-D | ||
By: Kolkhorst | S.B. No. 1101 | |
(Turner of Dallas) | ||
Substitute the following for S.B. No. 1101: No. |
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relating to the consolidation of ombudsman programs administered by | ||
the Health and Human Services Commission. | ||
BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS: | ||
SECTION 1. Section 263.008(b), Family Code, is amended to | ||
read as follows: | ||
(b) It is the policy of this state that each child in foster | ||
care be informed of the child's rights provided by state or federal | ||
law or policy that relate to: | ||
(1) abuse, neglect, exploitation, discrimination, and | ||
harassment; | ||
(2) food, clothing, shelter, and education; | ||
(3) medical, dental, vision, and mental health | ||
services, including the right of the child to consent to treatment; | ||
(4) emergency behavioral intervention, including what | ||
methods are permitted, the conditions under which it may be used, | ||
and the precautions that must be taken when administering it; | ||
(5) placement with the child's siblings and contact | ||
with members of the child's family; | ||
(6) privacy and searches, including the use of storage | ||
space, mail, and the telephone; | ||
(7) participation in school-related extracurricular | ||
or community activities; | ||
(8) interaction with persons outside the foster care | ||
system, including teachers, church members, mentors, and friends; | ||
(9) contact and communication with caseworkers, | ||
attorneys ad litem, guardians ad litem, and court-appointed special | ||
advocates; | ||
(10) religious services and activities; | ||
(11) confidentiality of the child's records; | ||
(12) job skills, personal finances, and preparation | ||
for adulthood; | ||
(13) participation in a court hearing that involves | ||
the child; | ||
(14) participation in the development of service and | ||
treatment plans; | ||
(15) if the child has a disability, the advocacy and | ||
protection of the rights of a person with that disability; [ |
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(16) notification of the outcome of any of the | ||
following investigations in which the child is involved: | ||
(A) an abuse or neglect investigation conducted | ||
by the department; | ||
(B) a minimum standard investigation conducted | ||
by the Health and Human Services Commission; or | ||
(C) an investigation of a complaint to the | ||
ombudsman for children and youth in foster care; and | ||
(17) any other matter affecting the child's ability to | ||
receive care and treatment in the least restrictive environment | ||
that is most like a family setting, consistent with the best | ||
interests and needs of the child. | ||
SECTION 2. The heading to Subchapter Y, Chapter 531, | ||
Government Code, is amended to read as follows: | ||
SUBCHAPTER Y. HEALTH AND HUMAN SERVICES OMBUDSMAN PROGRAMS [ |
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SECTION 3. Section 531.991, Government Code, is amended to | ||
read as follows: | ||
Sec. 531.991. DEFINITIONS. In this subchapter: | ||
(1) "Complaint" means any expression of | ||
dissatisfaction by a consumer about a program or service of the | ||
health and human services system or of the department. | ||
(2) "Consumer" means: | ||
(A) an applicant or client of a program of the | ||
health and human services system; | ||
(B) the applicant's or client's legally | ||
authorized representative; | ||
(C) a member of the public seeking information | ||
about a program of the health and human services system; or | ||
(D) a child or youth in the conservatorship of | ||
the department. | ||
(3) "Department" means the Department of Family and | ||
Protective Services. | ||
(4) [ |
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as the ombudsman for an ombudsman program [ |
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(5) "Ombudsman program" means an ombudsman program | ||
administered by the commission under this subchapter. | ||
(6) "Retaliation" means a harmful action taken because | ||
of, or substantially motivated by, reprisal or revenge in response | ||
to a legally protected activity, including making a good faith | ||
complaint. | ||
(7) "Substantiated complaint" means a complaint for | ||
which research clearly indicates: | ||
(A) the policy of a program of the health and | ||
human services system or the department was violated; or | ||
(B) the health and human services system's | ||
expectations were not met. | ||
SECTION 4. Subchapter Y, Chapter 531, Government Code, is | ||
amended by adding Section 531.9912 to read as follows: | ||
Sec. 531.9912. ESTABLISHMENT OF OMBUDSMAN PROGRAMS. The | ||
executive commissioner shall establish the following ombudsman | ||
programs: | ||
(1) the health and human services office of the | ||
ombudsman in accordance with Section 531.9915; | ||
(2) the ombudsman for children and youth in foster | ||
care in accordance with Section 531.9931; | ||
(3) the ombudsman for managed care in accordance with | ||
Section 531.9932; | ||
(4) the ombudsman for behavioral health access to care | ||
in accordance with Section 531.9933; and | ||
(5) the ombudsman for individuals with intellectual or | ||
developmental disabilities in accordance with Section 531.9934. | ||
SECTION 5. Section 531.0171, Government Code, is | ||
transferred to Subchapter Y, Chapter 531, Government Code, | ||
redesignated as Section 531.9915, Government Code, and amended to | ||
read as follows: | ||
Sec. 531.9915 [ |
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executive commissioner shall establish the commission's office of | ||
the ombudsman with authority and responsibility over the health and | ||
human services system in performing the following functions: | ||
(1) providing consumer dispute resolution services | ||
for the health and human services system; | ||
(2) performing consumer protection and advocacy | ||
functions related to health and human services, including assisting | ||
a consumer [ |
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(A) raising a matter within the health and human | ||
services system that the consumer [ |
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and | ||
(B) obtaining information regarding a filed | ||
complaint; and | ||
(3) collecting consumer inquiry and complaint data | ||
related to the health and human services system. | ||
(b) The office of the ombudsman does not have the authority | ||
to process case actions or overturn a decision by the department or | ||
a program of the health and human services system [ |
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(c) The executive commissioner shall develop a standard | ||
process for tracking and reporting received inquiries and | ||
complaints within the health and human services system. The | ||
process must provide for the centralized tracking of inquiries and | ||
complaints submitted to field, regional, or other local health and | ||
human services system offices, including vendors contracted to | ||
provide services on behalf of a program of the health and human | ||
services system. | ||
(d) Using the process developed under Subsection (c), the | ||
office of the ombudsman shall collect inquiry and complaint data | ||
from all offices, agencies, divisions, and other entities within | ||
the health and human services system, including vendors contracted | ||
to provide services on behalf of a program of the health and human | ||
services system. To assist with the collection of data under this | ||
subsection, the office may access any system or process for | ||
recording inquiries and complaints used or maintained within the | ||
health and human services system. | ||
(e) The office of the ombudsman must be sufficiently | ||
independent from programs of the health and human services system | ||
to perform the ombudsman's duties outlined in this subchapter. | ||
SECTION 6. Sections 531.992 and 531.993, Government Code, | ||
are amended to read as follows: | ||
Sec. 531.992. APPOINTMENT OF OMBUDSMAN [ |
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commissioner [ |
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ombudsman program [ |
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[ |
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(b) The ombudsman programs are managed as part of [ |
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commission. | ||
(c) Subject to the appropriation of money for those purposes | ||
[ |
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ombudsman in performing the ombudsman's duties under this | ||
subchapter. | ||
[ |
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Sec. 531.993. DUTIES OF OMBUDSMAN. (a) An [ |
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serves as a neutral party in assisting: | ||
(1) children and youth in the conservatorship of the | ||
department with complaints regarding issues within the authority of | ||
the commission, the department, or a [ |
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services agency; and | ||
(2) consumers [ |
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commission or a health and human services agency [ |
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regarding case-specific activities of the programs of the | ||
commission or agency [ |
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(b) An [ |
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(1) develop and implement statewide procedures to: | ||
(A) receive complaints from: | ||
(i) children and youth in the | ||
conservatorship of the department; and | ||
(ii) consumers [ |
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complaint against the commission or a health and human services | ||
agency [ |
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(B) review complaints filed with the ombudsman | ||
and take appropriate action, including: | ||
(i) conducting an investigation into | ||
individual complaints that allege violations of commission, | ||
department, or agency procedure or policy or other violations; and | ||
(ii) referring to commission, department, | ||
or agency management for resolution any trends or systemic issues | ||
identified in complaints; | ||
(C) provide any necessary assistance to: | ||
(i) children and youth in the | ||
conservatorship of the department in making complaints and | ||
reporting allegations of abuse or neglect to the department; and | ||
(ii) any consumer in making complaints to | ||
the commission or a health and human services agency; | ||
(D) maintain the confidentiality of: | ||
(i) the ombudsman's communications and | ||
records; | ||
(ii) records of another person that have | ||
been provided to the ombudsman; and | ||
(iii) communications of another person with | ||
the ombudsman; and | ||
(E) ensure that the commission, the department, a | ||
health and human services agency, and any consumer who files a | ||
complaint with the commission, including [ |
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youth in the conservatorship of the department who files a | ||
complaint with the ombudsman, are informed of the results of the | ||
ombudsman's investigation of the complaint, including whether the | ||
ombudsman was able to substantiate the [ |
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(2) collaborate with the commission, the department, | ||
or a health and human services agency, as applicable, to develop and | ||
implement an annual outreach plan to promote awareness of the | ||
ombudsman among the public, children and youth in the | ||
conservatorship of the department, [ |
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[ |
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(A) how the office may be contacted; | ||
(B) the purpose of the office; and | ||
(C) the services the office provides; | ||
(3) notify in writing [ |
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commission, the department, and a [ |
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services agency, as applicable, of [ |
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ombudsman's final determination regarding a complaint and any | ||
recommended corrective actions to be taken as a result of the | ||
complaint; | ||
(4) establish a secure form of communication with any | ||
individual who files a complaint with the ombudsman; | ||
(5) collaborate with the commission, the department, | ||
and a health and human services agency, as applicable, to identify | ||
consequences for any retaliatory action related to a complaint | ||
filed with the ombudsman, in accordance with Section 531.997 | ||
[ |
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(6) monitor and evaluate the commission's, the | ||
department's, or a health and human services agency's corrective | ||
actions taken in response to a recommendation by the ombudsman. | ||
(c) An [ |
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determination of whether the complaint is a substantiated complaint | ||
[ |
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complaint [ |
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recommend corrective actions to be taken by the commission, the | ||
department, or a health and human services agency. | ||
(d) The commission, the department, or a health and human | ||
services agency, as applicable, shall provide written notice to an | ||
ombudsman on whether the commission, department, or agency adopted | ||
or rejected the ombudsman's recommended corrective action. On | ||
rejection of the recommended corrective action, the commission, | ||
department, or health and human services agency shall include in | ||
the notice the reason for the rejection [ |
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SECTION 7. Section 531.9931, Government Code, is amended to | ||
read as follows: | ||
Sec. 531.9931. [ |
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YOUTH IN FOSTER CARE. (a) The [ |
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children and youth in foster care is created within the office of | ||
the ombudsman for the purpose of: | ||
(1) receiving complaints from children and youth in | ||
the conservatorship of the department as provided under Section | ||
531.993(a)(1); | ||
(2) informing children and youth in the | ||
conservatorship of the department who file a complaint under this | ||
subchapter about the result of the ombudsman's investigation of the | ||
complaint, including whether the ombudsman was able to substantiate | ||
the child's or youth's complaint; and | ||
(3) collaborating with the department to develop an | ||
outreach plan for children and youth in the conservatorship of the | ||
department to promote awareness of the ombudsman. | ||
(b) If a child or youth in the conservatorship of the | ||
department contacts an [ |
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a complaint under this subchapter, the call shall be transferred | ||
directly to a person employed by the [ |
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created under this section. | ||
(c) The ombudsman for children and youth in foster care | ||
shall promptly refer to the department for the department to | ||
address in accordance with Section 40.0041, Human Resources Code, | ||
each complaint received by the ombudsman regarding the department, | ||
other than those made by a child or youth in the conservatorship of | ||
the department. | ||
(d) Not later than the fifth day of each month, the | ||
ombudsman for children and youth in foster care shall compile and | ||
provide to the department and the commission's child care licensing | ||
division a written report regarding the investigations completed | ||
during the preceding month. For each complaint investigated, the | ||
report must include: | ||
(1) a summary of the complaint; | ||
(2) the ombudsman's final determination; and | ||
(3) any corrective action recommended by the | ||
ombudsman. | ||
(e) The department or the commission's child care licensing | ||
division, as applicable, shall provide written notice to the | ||
ombudsman for children and youth in foster care on whether the | ||
department or division adopted or rejected any of the ombudsman's | ||
recommended corrective actions. If the department or division | ||
rejects a recommended corrective action, the department or division | ||
shall include in the notice the reason for the rejection. | ||
SECTION 8. Subchapter Y, Chapter 531, Government Code, is | ||
amended by adding Section 531.99315 to read as follows: | ||
Sec. 531.99315. COMPLAINT PROCESS FOR FOSTER CHILDREN AND | ||
YOUTH. A child or youth in the conservatorship of the department | ||
may file a complaint directly with an ombudsman, regardless of | ||
whether the child or youth is served directly by the department or | ||
by a single source continuum contractor providing services for the | ||
department under Subchapter B-1, Chapter 264, Family Code, as added | ||
by Chapter 319 (S.B. 11), Acts of the 85th Legislature, Regular | ||
Session, 2017. | ||
SECTION 9. Section 531.0213, Government Code, is | ||
transferred to Subchapter Y, Chapter 531, Government Code, | ||
redesignated as Section 531.9932, Government Code, and amended to | ||
read as follows: | ||
Sec. 531.9932 [ |
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[ |
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shall establish an ombudsman for managed care to provide support | ||
and information services to a consumer [ |
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applying for Medicaid coverage who experiences barriers to | ||
receiving health care services. | ||
(b) The ombudsman for managed care [ |
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emphasis to assisting a consumer [ |
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immediate medical or support need. | ||
(b-1) The commission shall provide support and information | ||
services required by this section through a network of entities | ||
coordinated by the [ |
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managed care [ |
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(1) the [ |
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(2) the office of the state long-term care ombudsman | ||
required under Subchapter F, Chapter 101A, Human Resources Code; | ||
(3) the division within the commission responsible for | ||
oversight of Medicaid managed care contracts; | ||
(4) area agencies on aging; | ||
(5) aging and disability resource centers established | ||
under the Aging and Disability Resource Center initiative funded in | ||
part by the federal Administration on Aging and the Centers for | ||
Medicare and Medicaid Services; and | ||
(6) any other entity the executive commissioner | ||
determines appropriate, including nonprofit organizations with | ||
which the commission contracts under Subsection (c). | ||
(c) The ombudsman for managed care [ |
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support and information services by requesting the commission to | ||
contract [ |
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involved in providing health care, health insurance, or health | ||
benefits. | ||
(d) As a part of the support and information services | ||
required by this section, the ombudsman for managed care | ||
[ |
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(1) operate a statewide toll-free assistance | ||
telephone number that includes relay services for consumers | ||
[ |
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consumers [ |
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(2) intervene promptly with the state Medicaid office, | ||
managed care organizations and providers, and any other appropriate | ||
entity on behalf of a consumer [ |
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medical services; | ||
(3) assist a consumer [ |
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barriers in the Medicaid application and enrollment process and | ||
refer the consumer [ |
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(4) educate consumers [ |
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(A) understand the concept of managed care; | ||
(B) understand their rights under Medicaid, | ||
including grievance and appeal procedures; and | ||
(C) are able to advocate for themselves; | ||
(5) collect and maintain statistical information on a | ||
regional basis regarding cases [ |
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[ |
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commission's Internet website that: | ||
(A) list the number of cases [ |
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region; | ||
(B) identify trends in delivery and access | ||
problems; | ||
(C) identify recurring barriers in the Medicaid | ||
system; and | ||
(D) indicate other problems identified with | ||
Medicaid managed care; | ||
(6) assist the state Medicaid office and managed care | ||
organizations and providers in identifying and correcting | ||
problems, including site visits to affected regions if necessary; | ||
(7) meet the needs of all current and future Medicaid | ||
managed care recipients, including children receiving dental | ||
benefits and other recipients receiving benefits, under the: | ||
(A) STAR Medicaid managed care program; | ||
(B) STAR+PLUS [ |
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program, including the Texas Dual Eligibles Integrated Care | ||
Demonstration Project provided under that program; | ||
(C) STAR Kids managed care program established | ||
under Section 533.00253; and | ||
(D) STAR Health program; and | ||
(8) [ |
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[ |
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information services receives sufficient training, including | ||
training in the Medicare program for the purpose of assisting | ||
recipients who are dually eligible for Medicare and Medicaid, and | ||
has sufficient authority to resolve barriers experienced by | ||
recipients to health care and long-term services and supports. | ||
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SECTION 10. Section 531.02251, Government Code, is | ||
transferred to Subchapter Y, Chapter 531, Government Code, | ||
redesignated as Section 531.9933, Government Code, and amended to | ||
read as follows: | ||
Sec. 531.9933 [ |
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ACCESS TO CARE. (a) [ |
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[ |
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[ |
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[ |
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[ |
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neutral party to help consumers, including consumers who are | ||
uninsured or have public or private health benefit coverage, and | ||
behavioral health care providers navigate and resolve issues | ||
related to consumer access to behavioral health care, including | ||
care for mental health conditions and substance use disorders. | ||
(b) [ |
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(1) interact with consumers and behavioral health care | ||
providers with concerns or complaints to help the consumers and | ||
providers resolve behavioral health care access issues, including: | ||
(A) patients of state hospitals as defined by | ||
Section 552.0011, Health and Safety Code; and | ||
(B) consumers seeking and receiving services | ||
through: | ||
(i) a local behavioral health authority, as | ||
described by Section 533.0356, Health and Safety Code; or | ||
(ii) a local mental health authority, as | ||
described by Section 533.035, Health and Safety Code; | ||
(2) identify, track, and help report potential | ||
violations of state or federal rules, regulations, or statutes | ||
concerning the availability of, and terms and conditions of, | ||
benefits for mental health conditions or substance use disorders, | ||
including potential violations related to quantitative and | ||
nonquantitative treatment limitations; | ||
(3) report concerns, complaints, and potential | ||
violations described by Subdivision (2) to the appropriate | ||
regulatory or oversight agency; | ||
(4) receive and report concerns and complaints | ||
relating to inappropriate care or mental health commitment; | ||
(5) provide appropriate information to help consumers | ||
obtain behavioral health care and understand their rights; | ||
(6) develop appropriate points of contact for | ||
referrals to other state and federal agencies; and | ||
(7) provide appropriate information to help consumers | ||
or providers file appeals or complaints with the appropriate | ||
entities, including insurers and other state and federal agencies. | ||
(c) [ |
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participate in the mental health condition and substance use | ||
disorder parity work group established under Section 531.02252 and | ||
provide summary reports of concerns, complaints, and potential | ||
violations described by Subsection (b)(2) [ |
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group. This subsection expires September 1, 2021. | ||
(d) [ |
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liaison to the ombudsman for behavioral health to receive reports | ||
of concerns, complaints, and potential violations described by | ||
Subsection (b)(2) [ |
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behavioral health care providers. | ||
SECTION 11. Subchapter Y, Chapter 531, Government Code, is | ||
amended by adding Section 531.9934 to read as follows: | ||
Sec. 531.9934. OMBUDSMAN FOR INDIVIDUALS WITH INTELLECTUAL | ||
OR DEVELOPMENTAL DISABILITIES. (a) In this section, "local | ||
intellectual and developmental disability authority" has the | ||
meaning assigned by Section 531.002, Health and Safety Code. | ||
(b) The ombudsman for individuals with intellectual or | ||
developmental disabilities serves as a neutral party to assist | ||
individuals with intellectual or developmental disabilities and | ||
the individuals' representatives and providers in navigating and | ||
resolving issues related to services for those individuals provided | ||
through: | ||
(1) the home and community-based services and Texas | ||
home living Medicaid waiver programs; and | ||
(2) local intellectual and developmental disability | ||
authorities. | ||
(c) The ombudsman for individuals with intellectual or | ||
developmental disabilities shall: | ||
(1) interact with individuals with intellectual or | ||
developmental disabilities and the individuals' representatives | ||
and providers with concerns or complaints to assist the | ||
individuals, representatives, providers, and local intellectual | ||
and developmental disability authorities in resolving those | ||
issues; | ||
(2) identify, track, and assist with reporting | ||
potential violations of state or federal rules, regulations, or | ||
statutes concerning the rights of individuals with intellectual or | ||
developmental disabilities and services provided through: | ||
(A) the home and community-based services and | ||
Texas home living Medicaid waiver programs; and | ||
(B) local intellectual and developmental | ||
disability authorities; | ||
(3) provide appropriate information to assist | ||
individuals with intellectual or developmental disabilities in | ||
obtaining services and understanding their rights; | ||
(4) develop appropriate points of contact for | ||
referrals to other state and federal agencies; and | ||
(5) provide appropriate information to assist | ||
individuals with intellectual or developmental disabilities and | ||
the individuals' representatives and providers in filing appeals or | ||
complaints with the appropriate entities. | ||
SECTION 12. Sections 531.994, 531.995, 531.996, 531.997, | ||
and 531.998, Government Code, are amended to read as follows: | ||
Sec. 531.994. INVESTIGATION OF UNREPORTED COMPLAINTS. If, | ||
during the investigation of a complaint, an [ |
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discovers unreported violations of the commission's, the | ||
department's, or a health and human services agency's rules and | ||
policies, the ombudsman may [ |
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each unreported violation. | ||
Sec. 531.995. ACCESS TO INFORMATION. The commission, the | ||
department, and each health and human services agency shall provide | ||
an [ |
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agency's records and personnel that relate to a complaint the | ||
ombudsman is reviewing or investigating. | ||
Sec. 531.996. COMMUNICATION AND CONFIDENTIALITY. (a) A | ||
person may communicate with an [ |
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complaint by telephone, by mail, by electronic mail, or by any other | ||
means the ombudsman determines to be feasible, secure, and | ||
accessible [ |
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(b) A communication with an [ |
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during an investigation or review of a complaint and remains | ||
confidential after the complaint is resolved. | ||
(c) The records of an [ |
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must be maintained in a manner that preserves the confidentiality | ||
of the records. | ||
(d) The disclosure of confidential information to an [ |
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ombudsman under this section or Section 531.995 does not constitute | ||
a waiver of confidentiality. Any information disclosed to the | ||
ombudsman under this section or Section 531.995 remains | ||
confidential and privileged following disclosure. | ||
(e) An [ |
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with the commission, the department, or a [ |
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human services agency regarding confidential information disclosed | ||
to the ombudsman by the commission, department, or agency. | ||
(f) An [ |
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investigation of a complaint public after the complaint is | ||
resolved. A report may not include information that identifies an | ||
individual consumer [ |
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any other person involved in the complaint. | ||
Sec. 531.997. RETALIATION PROHIBITED. The commission, the | ||
department, or a [ |
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retaliate against a commission, department, or agency employee, a | ||
child or youth in the conservatorship of the department, or any | ||
other consumer [ |
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[ |
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ombudsman in an investigation. | ||
Sec. 531.998. REPORT. (a) The health and human services | ||
office of the ombudsman shall prepare an annual report that | ||
contains: | ||
(1) a description of the [ |
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commission's ombudsman programs; | ||
(2) any change made by the commission, the department, | ||
or a [ |
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substantiated complaint; | ||
(3) a description of any trends in the nature of | ||
complaints received by an [ |
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related to addressing those trends, and an evaluation of the | ||
feasibility of the ombudsman's recommendations; | ||
(4) a glossary of terms used in the report; | ||
(5) a description of the methods used to promote | ||
awareness of the ombudsman under Section 531.993(b) and the | ||
ombudsman's promotion plan for the next year; and | ||
(6) any public feedback received by the ombudsman | ||
relating to the ombudsman's previous annual reports. | ||
(b) The report must be submitted to the governor, the | ||
lieutenant governor, each standing committee of the legislature | ||
with jurisdiction over matters involving the commission, the | ||
department, and each health and human services agency, each member | ||
of the legislature, the executive commissioner, and the | ||
commissioner of the department not later than December 1 of each | ||
year. On receipt of the report, [ |
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shall make the report publicly available on [ |
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the commission's Internet website [ |
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SECTION 13. Sections 531.9921 and 531.9941, Government | ||
Code, are repealed. | ||
SECTION 14. If before implementing any provision of this | ||
Act a state agency determines that a waiver or authorization from a | ||
federal agency is necessary for implementation of that provision, | ||
the agency affected by the provision shall request the waiver or | ||
authorization and may delay implementing that provision until the | ||
waiver or authorization is granted. | ||
SECTION 15. This Act takes effect immediately if it | ||
receives a vote of two-thirds of all the members elected to each | ||
house, as provided by Section 39, Article III, Texas Constitution. | ||
If this Act does not receive the vote necessary for immediate | ||
effect, this Act takes effect September 1, 2019. |