Patient Rights

Clients receiving counseling or physical therapy services are entitled to certain rights under federal and Texas state law. These rights include the ability to:

• Request access to their healthcare records • Contact the appropriate disciplinary or licensing authority • File a consumer complaint related to services received

Requesting Medical Records

Clients may request copies of their medical records at any time.

Detailed information regarding how medical record requests are handled, including administrative fees and processing timelines, is outlined in the intake paperwork under the Notice of Privacy Practices section.

Clients may also speak directly with their counselor or healthcare provider if they have questions about requesting records.

Privacy Practices

Client privacy is protected under applicable federal and Texas state laws.

Information regarding how protected health information is collected, used, disclosed, and safeguarded is provided in the Notice of Privacy Practices shared during intake. Clients are encouraged to review this document for full details regarding their privacy rights.

Filing a Complaint

Clients who have concerns about their care or services may take the following steps:

Contact Your Provider

Clients are encouraged to first discuss concerns directly with their counselor or healthcare provider.

Contact Clinic Administration

If concerns are not resolved, clients may contact:

Kelsey Baas, Clinic Director
Email: info@compleowaco.com

Contact Regulatory Authorities

Depending on the service provided, clients may also contact the appropriate Texas regulatory or licensing authority listed below.

Licensing & Regulatory Authorities

Texas Behavioral Health Executive Council (BHEC)

1801 Congress Ave., Ste. 7.300
Austin, TX 78701
Phone: (512) 305-7700
https://bhec.texas.gov/contact-us/

Executive Council of Physical Therapy and Occupational Therapy Examiners (ECPTOTE)

1801 Congress Ave., Ste. 10.900
Austin, TX 78701
Phone: (512) 305-6900
https://ptot.texas.gov/file-a-complaint/

Texas Department of Licensing and Regulation (TDLR)

920 Colorado St.
Austin, TX 78701
Phone: (512) 463-6599
https://www.tdlr.texas.gov/complaints-and-enforcement/

Texas Attorney General – Consumer Protection

Business related complaints may also be submitted to the Texas Attorney General’s Office:

https://consumerprotection.texasattorneygeneral.gov/consumercomplaintportal/s/

Good Faith Estimates

Clients who are self paying or who do not have insurance may request a Good Faith Estimate of the expected cost of services.

To request a Good Faith Estimate, clients may contact the front desk or speak directly with their counselor or healthcare provider.

Texas Consumer Information (Health & Safety Code Section 181.103)

URL: https://statutes.capitol.texas.gov/Docs/HS/htm/HS.181.htm#181.103

The attorney general shall maintain an Internet website that provides:

(1)  Information concerning a consumer’s privacy rights regarding protected health information under federal and state law;

(2)  A list of the state agencies, including the department, the Texas Medical Board, and the Texas Department of Insurance, that regulate covered entities in this state and the types of entities each agency regulates;

(3)  Detailed information regarding each agency’s complaint enforcement process; and

(4)  Contact information, including the address of the agency’s Internet website, for each agency listed under Subdivision (2) for reporting a violation of this chapter.

Emergency & Crisis Resources

Compleo does not provide emergency or crisis services.

If you are experiencing a medical emergency, mental health crisis, or are in immediate danger, please call 911 or contact local emergency services immediately.

National Suicide & Crisis Lifeline

If you or someone you know is experiencing emotional distress or suicidal thoughts, support is available 24/7 through the National Suicide & Crisis Lifeline.

Phone: 988
Website: https://988lifeline.org/