Your Health Records and Complaints

Effective September 30, 2026

This page tells you how to get a copy of your health records from Andora, how to reach the state agency that licenses us, and how to file a complaint. Texas law asks health care providers to post these instructions (Texas Health and Safety Code §181.105). You can also ask us for a printed copy.

1. Get a copy of your health records

The client, or the client’s legal representative (for example a guardian or someone with medical power of attorney), can ask. We may ask you to confirm who you are before we send anything.

Please tell us the client’s name and date of birth, which records or dates you want, and whether you want them electronically or on paper.

• We send an electronic copy within 15 business days of your written request, as Texas law requires (Texas Health and Safety Code §181.102).
• If you ask for paper copies, we send them within 30 days.
• If there is a fee for copies, we tell you the amount before we make them. We do not charge for finding your records.

You can also ask us to correct your records. We answer in writing, and if we disagree, you can add your own statement to your record.

2. Contact the agency that licenses Andora

Andora is licensed by the Texas Health and Human Services Commission (HHSC) as a Home and Community Support Services Agency, License No. 024760. To report a concern or complaint about the care Andora provides, contact HHSC Complaint and Incident Intake:

If you think someone is being abused, neglected, or taken advantage of, call the Texas Abuse Hotline at 1-800-252-5400. In an emergency, call 911.

3. File a complaint

About our services. Tell us any time: call (832) 679-3716 or email privatecare@andorahealth.com. We look into every concern and get back to you by the next business day.

About how your health information was used or shared. If you believe your health information was used or shared in a way the law does not allow, you can file a complaint with any of these:

• Andora’s Privacy Officer, using the contact details in section 1.
• The Texas Attorney General, Consumer Protection Division: file a consumer complaint online. The Attorney General’s patient privacy page explains your rights and lists the state agencies that handle complaints about health care providers.
• The state agency that licenses us: HHSC, in section 2.
• The U.S. Department of Health and Human Services, Office for Civil Rights: file a complaint online, or call 1-800-368-1019 (TDD 1-800-537-7697).

We will not retaliate against you for filing a complaint, and it will not affect your care.