How to File a Complaint

What should I do if I have a complaint?

We want to help you. If you have questions about how to file a complaint, over the complaint process, or status question, please call us toll-free at 1-877-DCHP-KIDS (1-877-324-7543). A Driscoll Health Plan Member Services Advocate can help you file a complaint. Most of the time, we can help you right away or at the most within a few days.

Written complaints may be sent to the following address:
  Driscoll Health Plan
  615 N. Upper Broadway Suite 1070,
  Corpus Christi, Texas 78401-0764

If you get benefits through Medicaid programs, call Driscoll Health Plan first. If you don’t get the help you need there, you should do one of the following:
  a. Call Medicaid Managed Care Helpline at 1-866-566-8989 (toll free).
  b. Online: Online Submission Form (only works in Internet Explorer)
  c. Mailing Address:
      Texas Health and Human Services Commission
      Office of the Ombudsman, MC H-700
      P.O. Box 13247
      Austin, TX 78711-3247
  d. Fax: 1-888-780-8099 (Toll-Free)

If you can get on the internet, you can send your complaint in an email to HPM_Complaints@hhsc.state.tx.us.

What are the time frames for filing a complaint?

We will mail you a letter to let you know we received the complaint. We send this letter within five days of receiving your complaint. We will send you a form to complete and mail to us. This form will give us more detail about your complaint but is not required.

We will provide you an answer within 30 days of receipt. If you are not happy with the way we help you, you can call us and appeal. You are not required to file an appeal in writing.