Concerns and Complaints

If something didn't sit right with your care, we want to know. Therapy is a vulnerable space, and we take concerns about what happens here seriously. Whether it's something small that just felt off, or something significant that you want addressed formally, you have options.

We Hope You'll Start By Talking With Us

Most concerns are best handled by addressing them directly, and many things that feel hard to bring up turn out to be very fixable. Talk with your clinician first. If you feel safe doing so, sharing concerns directly with the clinician you've been working with often leads to the most meaningful resolution. They genuinely want to know. Reach out to clinical leadership. If talking with your clinician feels too hard, or if it didn't go the way you hoped, you can contact our Clinical Director, Sara Weber, directly at [INSERT EMAIL] or (512) 607-9360. She personally reads every concern and will follow up with you. You're not stuck with one option. You can always escalate to a formal complaint at any time.

How to File a Formal Complaint

You have a right to file a formal complaint with the state board that licenses our clinicians. Here's what you need to know. Texas Behavioral Health Executive Council (BHEC) The Texas Behavioral Health Executive Council investigates and prosecutes professional misconduct committed by marriage and family therapists, professional counselors, psychologists, psychological associates, social workers, and licensed specialists in school psychology. Although not every complaint against or dispute with a licensee involves professional misconduct, the Executive Council will provide you with information about how to file a complaint. To file a complaint: Download the BHEC Complaint Form Submit completed forms by email to Enforcement@bhec.texas.gov or by mail to the address below BHEC Contact Information: Texas Behavioral Health Executive Council 1801 Congress Avenue, Suite 7.300 Austin, TX 78701 Main Line: (512) 305-7700 Investigations/Complaints (24-hour, toll-free): 1-800-821-3205 Email: Enforcement@bhec.texas.gov Website: bhec.texas.gov

Timeline for Filing

In most cases, complaints must be filed within five years of the date your services ended. Complaints involving sexual misconduct have a longer window: seven years after services ended, or five years after the client turns 18, whichever is later.

HIPAA Privacy Concerns

If your concern is specifically about how your private health information was handled, you can also file a complaint with the federal government: U.S. Department of Health and Human Services, Office for Civil Rights Website: hhs.gov/ocr Phone: 1-800-368-1019

Questions

If you're not sure where to start, you can always reach out to us directly at admin@discoverycounselingaustin.com or 512-607-9360. We'll help point you in the right direction, even if the concern is about us. That's how we'd want it.