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Patient Rights and Responsibilities

Our goal is to provide quality health care in our community. As a patient, you have rights and responsibilities. CommUnityCare also has rights and responsibilities. We want you to understand these rights and responsibilities so you can help us provide better health care to you. Please read the Consent to Treat Form, ask us questions you might have and sign at the bottom of the form.

You have a right to be treated with respect and dignity regardless of your age, race, color, religion, sex, national origin, marital status, gender, gender identity or expression, sexual orientation, political affiliation, disability, HIV status, or ability to pay for services.

  • You are responsible for giving us accurate information about your present financial status and any changes in your financial status. CommUnityCare needs this information to decide how much you pay, or how much private insurance, Medicaid or Medicare pays. This information may also be used to find other benefits for which you are eligible.
  • You have a right to receive explanations of your bill. You must pay, or arrange to pay, all agreed fees for medical services or dental services. If you cannot pay right away, please let us know so CommUnityCare can provide care for you now and work out a payment plan.
  • You are expected to provide complete and accurate information about your health insurance coverage and to pay your bills in a timely manner.

You have a right to have your health examination and treatment in private. Your medical records are also private. Only legally authorized persons may see your records unless you request in writing for us to show them to someone else. A complete discussion of your privacy rights is included in the “Notice of Privacy Practices.” The notice details the various rights granted to you under the Health Insurance Portability and Accountability Act (HIPAA).

  • You are responsible for providing CommUnityCare with complete and current information about your health or illness so we can provide you with appropriate care. You have a right to and are encouraged to, participate in decisions about your treatment.
  • You have a right to receive information and explanations in the language you normally speak and in words you understand. You have a right to receive information about your health or illness, treatment plan (including benefits and risks), and expected outcomes, if known, and information regarding Advance Directives. However, in the event you experience a life-threatening emergency CommUnityCare will not honor Advance Directives and will perform CPR and call 911.
  • If you are an adult, you have a right to refuse treatment to the extent permitted by law and to be informed of the risks of refusing such care. You are responsible for the outcome if you choose to refuse treatment.
  • You have a right to health care and treatment that is reasonable for your condition and within our capability.
  • If you are in pain, you have a right to receive an appropriate assessment and management, as necessary.
  • You are responsible for using CommUnityCare services in an appropriate manner. If you have questions about using these services, please ask us.
  • You have a responsibility to keep your scheduled appointment and to arrive on time. Missing scheduled appointments causes delays in treating you and other patients. If you do not keep scheduled appointments, you may be asked to meet with a staff member to discuss the reason for your missed appointments and whether you may continue as a patient of CommUnityCare.
  • You have a responsibility to be courteous and respectful to CommUnityCare staff and other patients.
  • You are responsible for the supervision of children you bring with you to CommUnityCare. You are responsible for their safety, the protection of other patients and our property.

If you are not satisfied with our services, we want to hear from you. CommUnityCare Health Centers welcomes your feedback and suggestions so we can continue to improve the care we provide.

If you wish to file a complaint, you may contact the CommUnityCare Health Centers Patient Complaint Hotline at 512-978-9918.

Filing a complaint will not affect your care. CommUnityCare will not retaliate or discontinue services because you shared a concern.

Texas Medical Board (TMB)

  • Complaints about physicians, as well as other licensees and registrants of the Texas Medical Board, including physician assistants, acupuncturists, surgical assistants, medical radiologic technologists, non-certified radiologic technicians, respiratory care practitioners, medical physicists, and perfusionists may be reported for investigation at the following address: Texas Medical Board Attention: Investigations 1801 Congress Avenue, Suite 9.200 P.O. Box 2018 Austin, Texas 78768-2018
  • Assistance in filing a complaint is available by calling the following telephone number: 1-800-201-9353
  • For more information please visit the TMB website at www.tmb.state.tx.us  

Texas State Board of Dental Examiners (TSBDE)

  • Instructions for submitting a complaint to the Texas State Board of Dental Examiners may be found at the following website:   https://tsbde.texas.gov/complaints/how-to-submit-a-complaint/
  • Complaints are only accepted from an official TSBDE Complaint Form found at the online address above, and may be submitted in the following manners :
    • By email. Email complaints to complaints@tsbde.texas.gov
    • By fax. Fax complaints to 512-649-2732
    • By mail. Mail complaints to:Texas State Board of Dental Examiners Attn: Investigations Division1801 Congress Ave., Suite 8.600 Austin, TX 78701

Texas Board of Nursing (BON)

  • Complaints to the Texas Board of Nursing may be submitted through their online portal at the following website: https://txbn.boardsofnursing.org/complaint
  • If you are unable to complete a complaint in writing or are a person with a disability and would like to file a complaint you may call (512) 305-6838 for further assistance.  When a verbal complaint is made, the BON will document a person’s responses and complete a complaint intake form. 
  • In addition, you may request a complaint form be sent to you by calling the Texas Board of Nursing at (512) 305-6838 or the Health Professions Council Complaint Line at 1-800-821-3205, or you may simply write out your complaint on plain paper.  Your complaint can be mailed to:  Texas Board of Nursing, Enforcement, 1801 Congress Avenue, Suite 10-200 Austin, TX  78701.

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

  • Complaints to ECPTOTE may be submitted through their online portal at the following website: File a complaint – ECPTOTE Website
  • Complaints may be submitted online, or the completed form may be mailed to: ECPTOTE1801 Congress Ave Ste 10.900Austin, TX  78701
  • You may also call the Health Professions Council hotline (1/800-821-3206 – complaints only) or this agency directly at 512/305-6900.

Texas Department of Licensing and Regulation (TDLR) – Speech Pathology and Audiology

CommUnityCare can decide to stop treating you as a patient. If CommUnityCare decides to stop treating you as a patient, you will be notified of the decision. You will be given 30 days to find another healthcare provider. During those 30 days, CommUnityCare will only provide care to you for your immediate healthcare needs. If determined that you have created a threat to the safety of the staff or other patients, CommUnityCare can decide to stop treating you without advance notice.

Reasons for which CommUnityCare may stop providing health care services to you:

  1. Failure to follow CommUnityCare rules and requirements.
  2. Failure to keep scheduled appointments.
  3. Intentional failure to report accurate information concerning your health.
  4. Intentional failure to follow the health care program, such as instructions about taking medications, personal health practices, or follow-up appointments, as recommended by your provider.
  5. Creating a threat to the safety of the staff and/or other persons.
  6. Intentional failure to accurately report your financial status.
  7. Display verbal, threatening, or physically abusive behavior toward other persons, patients, or staff.