Section 87.413 - Intake of Contacts(a) A contact received by postal mail, fax, or online submission is uploaded to the HEART system and assigned to available OBH staff for action within one business day of receipt.(b) A call received by OBH staff is immediately entered in the HEART system.(c) When OBH staff begin to review a contact, they take the following actions:(1) notify the consumer, the consumer's LAR, or a health care provider of OBH's roles and responsibilities;(2) explain any referrals to other HHS staff or external organizations that are recommended;(3) explain the OBH complaint resolution process;(4) clarify the preferred method and timeline of follow-up communications; and(5) provide an estimated timeline in which a response can be expected.26 Tex. Admin. Code § 87.413
Adopted by Texas Register, Volume 44, Number 02, January 11, 2019, TexReg 261, eff. 1/10/2019; Amended by Texas Register, Volume 47, Number 50, December 16, 2022, TexReg 8274, eff. 12/21/2022