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Mental Health and Substance Use Services for Adult Members

We understand that, occasionally, concerns or complaints may arise, and we are committed to addressing them promptly and effectively.

Step One

If you are a STAR or STAR Kids member and need to file a complaint, you may choose to:

File Via Phone

1-877-324-7543

File Via Mail:

Please send a written complaint to:

Driscoll Health Plan
Quality Management Department
Attn: Performance Excellence Team
4525 Ayers St.
Corpus Christi, Texas 78415

Step Two

We will mail you a letter to let you know we received the complaint. We send this letter within five business days of receiving your complaint. We will provide you an answer within 30 calendar days of receipt. If you are not happy with the results, you can call us and appeal. You are not required to file an appeal in writing.

Step Three

If you receive benefits through Medicaid’s STAR, STAR+PLUS, STAR Health, or STAR Kids Program, call your medical or dental plan first. If you don’t get the help you need there, you should do one of the following: 

  • Call the Medicaid Managed Care Helpline at 1-866-566-8989 (toll free).
  • Online Question or Complaint Form.
  • Send a written statement via mail to:
    Texas Health and Human Services Commission
    Office of the Ombudsman, MC H-700
    P.O. Box 13247
    Austin, TX 78711-3247
  • You can submit your complaint at: hhs.texas.gov/managed-care-help 
  • Send a written statement via fax to: 1-888-780-8099 (toll-free)

Assistance Submitting a Complaint or an Appeal

If you need help filing a complaint or an appeal, please let us know, and a Driscoll Health Plan Member Advocate will guide you through the necessary steps. Our Member Advocates are also available to answer any questions about preventative services or about the status of your submitted complaint.

Driscoll Health Plan Member Services: 1-877-324-7543

Resources

Renew Benefits

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