Grievance Procedures to Address Discrimination Complaints in Health Activities
In accordance with the Patient Protection and Affordable Care Act (ACA), Section 1557, it is the policy of UT Health San Antonio not to discriminate in health care on the basis of race, color, national origin, sex, age or disability. UT Health San Antonio does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. (Sex discrimination includes, but is not limited to, discrimination on the basis of pregnancy, sex stereotyping, and gender identity.)
UT Health San Antonio will take reasonable steps to provide meaningful access to individuals with limited English proficiency. We will take into account factors such as the nature and importance of the communication, and, as relevant, the frequency of which encounters of the language spoken by the individual occur and the resources available.
- Free language services for people whose primary language is not English may include qualified interpreters and information written in other languages.
UT Health San Antonio will make reasonable modifications to their policies, procedures, and practices to provide individuals with a disability effective communication through the provision of auxiliary aids and services in order to access all programs and services, unless doing so would fundamentally alter the programs or services.
- Free aids and services to people with disabilities include qualified sign language interpreters and written information in other formats (large print, audio, accessible electronic formats, other formats).
A Patient Notice informing individuals about nondiscrimination and accessibility requirements will be posted at main entrances to clinic areas.
UT Health San Antonio has adopted an internal grievance procedure providing for prompt and equitable resolution of complaints alleging any action of discrimination. It is against the law for UT Health San Antonio to retaliate against anyone who opposes discrimination, files a grievance, or participates in the investigation of a grievance. If you believe that UT Health San Antonio has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with:
Gail Madison-Brown, RN, JD, CHC
Chief Compliance Officer
Office of Regulatory Affairs and Compliance
7703 Floyd Curl Dr., Mail Stop 7861
San Antonio, Texas 78229
You can file a grievance in person, by mail or telephone. If you need help filing a grievance, the Chief Compliance Officer will be available to help you.
- Grievances must be submitted within 60 days of the date the person filing the grievance becomes aware of the alleged discriminatory action.
- A complaint must be in writing, containing the name and address of the person filing it. The complaint must state the problem or action alleged to be discriminatory and the remedy or relief sought.
- An informal, but thorough investigation of the complaint and submitted relevant evidence will be performed by the Chief Compliance Officer. The files and records relating to such grievance will be maintained by the Chief Compliance Officer and to the extent possible, the confidentiality of files and records will only be shared with those who have a need to know.
- The Chief Compliance Officer will issue a written decision on the grievance, based on a preponderance of the evidence, no later than 30 days after its filing, including a notice to the complainant of their right to pursue further administrative or legal remedies.
- The person filing the grievance may appeal the decision of the Chief Compliance Officer by writing to the Chief Operating Officer within 15 days of receiving the decision. The Chief Operating Officer shall issue a written decision in response to the appeal no later than 30 days after its filing.
The availability and use of this grievance procedure does not prevent a person from pursuing other legal or administrative remedies, including filing a complaint in court or with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf or by mail or phone at:
Office for Civil Rights
U.S. Department of Health and Human Services
200 Independence Avenue, S.W.
Room 509F HHH Building
Washington, D.C. 20201
1-800-368-1019, 800-537-7697 (TDD), or
Complaint forms are available at: Office for Civil Rights (OCR)