TDCJ MEDICAL SYSTEM

For an incarcerated individual

The process begins at the unit level and progresses to a formal grievance if the issue is not resolved. 

1. Request basic care: For routine medical services, an inmate should submit a "Sick Call Request" form.
2. Submit an informal complaint: For unresolved issues, the inmate should submit an I-60 form or a letter to the unit's complaint coordinator, who is typically the Health Administrator.
3. File a formal grievance: If the informal process fails, the inmate can file a formal, two-step grievance (I-27 and I-128 forms).
   • Step 1: The Unit Grievance Investigator (UGI) conducts an investigation and responds within 45 days (with a possible 45-day extension for medical allegations).
   • Step 2: If dissatisfied, the inmate has 15 days from the Step 1 response to file a Step 2 grievance, which is forwarded to the Central Grievance Office for review.
4. Appeal to outside organizations: After exhausting the TDCJ grievance process, an inmate can pursue a lawsuit, though they must first show they attempted to resolve the issue internally. 

For family and third parties

Family members have specific contact points for lodging complaints on behalf of an inmate. 

1. Secure an information release: The inmate must sign an "Authorization for Use and Disclosure of Protected Health Information" (PHI) form. Without this, TDCJ cannot legally share confidential medical information.
2. For general information and to obtain copies of medical records:  Call the unit where your loved one is housed. Request to speak with the "medical department" and they will transfer you to the appropriate person. 
3. Contact the TDCJ Patient Liaison Program: This program investigates third-party complaints about medical services. They can be reached in the following ways:
   • Phone: (936) 437-4271. Provide your name, phone number, and the inmate's full name and TDCJ number.
   • Mail: TDCJ Patient Liaison Program, Two Financial Plaza, #625, Huntsville, Texas 77340.
   • Email: health.services@tdcj.texas.gov. Note that confidential information will not be discussed via email. 

Escalating to external oversight

If TDCJ's internal processes do not lead to a resolution, there are external state agencies and legal options available.

• Texas Health and Human Services (HHS): File a complaint with the Health Facility Compliance Unit at HHSC, which oversees hospital and facility care standards. You can call their complaint line at 1-800-458-9858.
• Legal action: Lawsuits against the TDCJ medical system have been filed by civil rights groups and individuals, often alleging constitutional violations and denial of adequate care.
  • Exhausting the internal grievance process is a prerequisite for filing a lawsuit.
  • Contact the Texas Civil Rights Project (TCRP) for potential legal assistance.
  • An ombudsman is an impartial person who investigates and mediates complaints. The Texas Health and Human Services (HHS) offers an ombudsman program for health and human services complaints that cannot be resolved through normal channels. 

Tips for effective communication

• Be specific: Clearly and factually describe the medical concerns, including dates, names of staff involved, and details of treatment requested or denied.
• Maintain a record: Keep copies of all forms, letters, and correspondence. Note the dates and times of all phone calls and whom you spoke with.
• Follow up consistently: Follow up within stated timeframes and escalate the complaint if you do not receive a timely response.