Consumer Information: Access to Health Care Records & Complaints
This page is provided by Prevail Behavioral Health & Wellness Center to comply with Texas House Bill 4224 (HB 4224). It explains how to request your records, contact licensing/disciplinary authorities, and file consumer complaints.
1) How to Request Your Health Care Records
You have the right to request copies of your health care records. To submit a request, choose one of the options below:
Option A — Secure Portal
- Log in to our client portal:
- Send a message titled “Records Request.”
Option B — Email
- Email mail to: frontoffice@pbhwc.com
- Include: full legal name, date of birth, dates of service (or “all records”), photo ID, preferred format (PDF/paper), and delivery method (secure email or USPS mailing address).
Option C — Mail / In‑Person
- Complete our
We process requests promptly in accordance with applicable Texas and federal privacy laws. If we need additional time, we will notify you in writing with the reason and expected completion date. Reasonable, law‑permitted copy/mailing fees may apply.
2) Contact the Licensing/Disciplinary Authority
Behavioral health professionals at Prevail are licensed and regulated by the Texas Behavioral Health Executive Council (BHEC). To learn about or file a complaint with BHEC:
- BHEC: How to File a Complaint
- Mailing address: Texas Behavioral Health Executive Council, 333 Guadalupe St., Tower 3, Room 900, Austin, TX 78701. Phone: (512) 305‑7700. Toll‑free complaints: (800) 821‑3205. Email: Additional regulatory contacts (as applicable to facility types): Texas Health Care Regulation (HCR) — Contact List.
3) File a Consumer Complaint (Texas Attorney General)
If you wish to file a consumer complaint (e.g., a privacy or consumer protection concern), you may submit directly to the Texas Office of the Attorney General via their online portal:
For general medical‑privacy information from the Attorney General, visit: Medical Privacy (OAG).
Accessibility & Language Assistance
We are committed to accessible communication. If you need this information in another format or language, please contact us at frontoffice@pbhwc.com or call 936-443-9629.
Prevail Behavioral Health & Wellness Center · 620 Longmire Rd., Conroe, TX 77304 · This notice is posted on our website and available in our facility to comply with Texas HB 4224.