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Patient Feedback & Complaints
We’re Here to Listen
At Winnie-Stowell EMS, “Our Family, Serving Yours” means listening when members of our community have questions, concerns, or feedback about the services we provide.
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We take all complaints seriously and use them to review our performance, address concerns, and continually improve the quality of care provided to our community.
This page is not monitored for emergencies. If you are experiencing a medical emergency, call 911 immediately.
What Can I Contact You About?
You may contact us regarding concerns involving:
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Patient care or treatment
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Employee conduct or professionalism
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Response or operational concerns
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Patient privacy or confidentiality
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Billing or insurance
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Vehicle, equipment, or safety concerns
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Any other experience involving Winnie-Stowell EMS
How to Submit a Complaint
By Phone
Call (409) 296-9627 and ask to speak with the EMS Director or Complaint Coordinator.
Please do not leave detailed medical information in a voicemail. Leave your name, telephone number, and a request for someone to return your call.
By Mail
Written complaints may be mailed in a sealed envelope to:
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Winnie-Stowell EMS
Attention: EMS Director / Complaint Coordinator
249 Broadway Avenue
Winnie, Texas 77665
Request a Callback by Email
You may email Info@wsvems.com to request that someone contact you.
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Please do not include patient names, medical information, treatment details, Social Security numbers, insurance information, or other sensitive information in an ordinary email. Include only your name, telephone number, and a request for a callback.
Information That May Help Us Investigate
When speaking with us or submitting a written complaint, please provide as much of the following information as you are comfortable sharing:
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Your name and preferred contact information
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Your relationship to the patient or incident
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The date, approximate time, and location of the incident
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The ambulance or unit number, if known
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The names or descriptions of the personnel involved, if known
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A description of what happened
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The outcome or follow-up you are requesting
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You may choose not to provide your name. However, an anonymous complaint may limit our ability to verify what occurred, request additional information, or provide you with follow-up.
What Happens After a Complaint Is Submitted?
Winnie-Stowell EMS will review the information provided and determine the appropriate steps for investigating the concern. We may contact you for clarification or additional information if you provide contact information.
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Depending on the nature of the complaint, the review may involve EMS leadership, the medical director, the Privacy Officer, billing personnel, legal counsel, or an appropriate regulatory authority.
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Privacy laws and personnel confidentiality requirements may prevent us from providing specific details about employee disciplinary actions or certain internal findings.
Privacy and Non-Retaliation
Complaint information will be handled as privately as reasonably possible and shared only with individuals who need the information to review, investigate, or respond to the concern, or when disclosure is permitted or required by law.
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Winnie-Stowell EMS will not retaliate against anyone for submitting a good-faith complaint or raising a concern about patient privacy. Filing a complaint will not affect your eligibility to receive emergency medical services.
Filing a Complaint With an Outside Agency
Submitting a complaint directly to Winnie-Stowell EMS does not prevent you from contacting an appropriate state or federal agency.
Texas EMS Complaints
The Texas Department of State Health Services investigates complaints involving licensed EMS providers and EMS personnel.
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Texas DSHS EMS Complaint Inquiries
Phone: (512) 834-6765
Email: EMS_Complaint@dshs.texas.gov
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HIPAA Privacy or Security Complaints
If you believe your health-information privacy or security rights were violated, you may also submit a complaint to the U.S. Department of Health and Human Services Office for Civil Rights.
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File a HIPAA Complaint With HHS
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You will not be retaliated against for filing a good-faith privacy complaint with Winnie-Stowell EMS or the U.S. Department of Health and Human Services.