Alerts

Members: The annual CAHPS Survey might be coming your way!

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey is an annual review to gather feedback on the quality of care you and your family receive from our network of healthcare providers.

The survey is mailed via a third party, is completely anonymous and is sent at random. Please note that not all members will receive the survey.

If you receive, or have received, the survey, please make sure to complete it. The data collected will help us improve your care!

Resources for Members During Severe Weather

If you are Texas Children’s Health Plan Member, we have tips that can help you deal with the severe weather. If you have a medical emergency, call 9-1-1 for help.

If you need help with disaster assistance, you can call 2-1-1. This will connect you with the State Emergency Assistance Registry.

Our Member Services team can also help you if you need to:

Replace medications or need an emergency refill
Replace your medical equipment or supplies
Get a new Member ID card
Arrange transportation
Find a doctor or get help for behavioral health issues

Member Service Phone Numbers

CHIP: 832-828-1002 (local), 1-866-959-6555, TTY 800-735-2989 (Texas Relay) or 7-1-1
STAR: 832-828-1001 (local), 1-866-959-2555, TTY 800-735-2989 (Texas Relay) or 7-1-1
STAR Kids: 832-828-1003 (local), 1-800-659-5764, TTY 800-735-2989 (Texas Relay) or 7-1-1
STAR Kids members can reach their service coordinator 800-659-5764.

Supplemental Nutrition Assistance Program(SNAP) beneficiaries who have suffered food losses due to Hurricane Beryl can now get replacement benefits.

SNAP benefits can be replaced if food bought with electronic benefit transfer (EBT) cards was destroyed due to power outages, flooding, property destruction and/or other effects of natural disasters.

To apply for a replacement, recipients can call Texas Health and Human Services Commission (HHSC) at 2-1-1 (select Option 2) OR

Download and complete Form H1855 (Affidavit for Nonreceipt or Destroyed SNAP Benefits).
Mail the completed form to HHSC at: P.O. Box 149027 Austin, TX 78714-9027
You may also fax the completed form to 877-447-2839.

SNAP Update and Resources

On November 1, 2025, the requirements to receive and apply to the Supplemental Nutrition Assistance Program (SNAP) benefits have changed. To see the new policies to request SNAP benefits, click here and/or call 211 for SNAP assistance.

If you do not qualify for SNAP under these new requirements or need supplemental food assistance, please visit the HHSC website to get a list of food banks near you. You can also call the Houston Food Bank directly at 832-369-9390 for the nearest food pantry/food distribution event.

For other free or reduced-cost resources such as housing, utility, financial assistance, food and job support assistance, click here.

Need help for the holidays? View all the upcoming assistance programs near you, by clicking here.

Increase in Pertussis/Whooping Cough Cases in Texas

Texas is reporting a significant increase in cases of pertussis, also known as whooping cough, in 2025. More than 3,500 cases have been reported in Texas through October this year alone.

Whooping cough is a highly contagious bacterial illness. It can cause serious and potentially life-threatening complications in infants and young children who have not been vaccinated.

Infants under one year old are at the greatest risk of getting and having severe complications from whooping cough. About one-third of babies younger than 12 months old with whooping cough need treatment in a hospital.

Here are a few things to know about the symptoms of whooping cough:

Early symptoms are similar to the common cold.
People typically develop coughing fits one to two weeks after symptoms begin.
The cough generally gets worse as the illness continues. It can cause people to vomit or make a “whoop” sound as they breathe in between coughs.
Coughing fits may continue for weeks or even months.
Infants with whooping cough may not have coughing fits. Instead, they may gag, gasp, vomit, stop breathing, or turn blue.

The best way to protect your children is to make sure you and your family get the whooping cough vaccine. Click here to read more about the whooping cough vaccine from the Centers for Disease Control (CDC).

ByHeart Recalls Whole Nutrition Infant Formula.

ByHeart has recalled all ByHeart Whole Nutrition infant formula.

This recall is due to the formula being linked to cases of infant botulism. This is a rare but serious illness. Babies with botulism may have constipation, weak sucking, trouble feeding, less facial movement, and/or trouble holding up their head.

Please check any ByHeart formula you may have at home. This includes cans and single-serve packets. If you have ByHeart Whole Nutrition infant formula at home, stop using it immediately.

NOTE: No other ByHeart products (or other formula brands) are part of this recall.

If your baby shows any of the symptoms listed above, please get medical help right away.

For suspected infant botulism cases, please contact the Infant Botulism Treatment & Prevention Program (IBTPP) at 510-231-7600. Click here to read more from the Centers for Disease Control about infant botulism outbreak link to infant formula.

If you have questions, please call Member Services:

CHIP: 1-866-959-6555
STAR: 1-866-959-2555
STAR Kids: 1-800-659-5764

Important Notice: SafeRide Health Now Provides All Non-Emergency Medical Transportation (NEMT) Services

SafeRide Health (SRH) is the new provider for all NEMT rides to doctor appointments and pharmacy visits.

Depending on your needs, rides may include wheelchair-lift-equipped vehicles, stretcher vans, minivans, or ambulatory vans. Please let SRH know what type of ride you need when scheduling.

Download the SRH app here to schedule, change, cancel a ride, or call SRH at 888-583-0110, Monday through Saturday from 6:00 a.m. to 8:00 p.m.

Learn more here.

Flu Season Alert:

Don’t let germs win this season – protect yourself and your family!

The flu vaccine is your best defense against flu and related complications – PLUS, it is a covered benefit for Texas Children’s Health Plan members!

Here are some other ways that can also help you and your family stay strong this season:

Wash your hands and clean surfaces
Exercise
Eat nutritious food
Get plenty of sleep

Have questions? Talk to your or your child’s primary care provider today.

In-Lieu-of Services

In December 2022, the Texas Health and Human Services Commission amended its contracts with all managed care organizations (MCOs).

This revision allows Texas Children’s Health Plan to include two new Mental Health and Substance-Use Disorder services: Intensive Outpatient Program (IOP) Services and Partial Hospitalization Program (PHP) Services.

Each service is an alternative to inpatient hospitalization. This will allow our members to receive treatment and care while at home and help reduce inpatient hospitalization. However, there may be cases where hospitalization is necessary. Please work with your healthcare provider to decide if in-lieu-of services are right for you and your family’s needs.

If you have any questions, please call your provider or Member Services using the number on the back of your Member ID card.