Who we are.

Ma Belle Wellness and Aesthetics (“Ma Belle Wellness and Aesthetics,” “we,” “us,” “our,” or the “Company”) is a physician-owned professional medical entity. Ma Belle Wellness and Aesthetics holds all physician and provider relationships and is responsible for clinical oversight and for the Good Faith Examinations performed through our network. Health Covers Inc. is a separate management services organization that provides administrative, credentialing, technology, and billing services to Ma Belle Wellness and Aesthetics. Health Covers Inc. does not practice medicine, does not provide medical advice, and does not control clinical decision-making. All clinical decisions are made by licensed providers exercising independent professional judgment. We want to hear about it when something goes wrong. This policy explains how to raise a complaint, what we will do, and how to escalate if you are not satisfied.

Who can file a complaint

Anyone. Patients, clinic staff, clinic owners, providers in our network, and members of the public may file a complaint. We do not retaliate. Filing a complaint will not affect your account, your standing in the network, or the service you receive.

How to file

Email mabellspa@gmail.com with the subject line “Complaint.” Tell us what happened, when, who was involved if you know, and what outcome you are looking for. If your complaint concerns a specific Good Faith Examination, include the date and the patient’s name so we can locate the record. If a complaint is complex and we need longer, we will tell you why and give you a revised date rather than letting it go quiet.

Clinical complaints

A complaint about the clinical judgment of a licensed provider — for example, a decision to decline to clear a patient — is reviewed by the supervising medical director. We will not overturn a clinical decision for commercial reasons. A provider’s independent judgment is what makes an examination worth anything. If a provider declined to clear a patient, that decision stands unless the medical director determines, on clinical grounds, that it was wrong. If the review identifies a clinical quality issue, we address it through the credentialing and oversight process.

Privacy and HIPAA complaints

Complaints about the handling of protected health information should be directed to mabellspa@gmail.com. You also have the right to file a complaint directly with the U.S. Department of Health and Human Services, Office for Civil Rights. We will not retaliate against you for doing so, and we will tell you that this option exists rather than hoping you don’t find out.

External escalation

Nothing in this policy limits your right to contact a state medical board, a licensing authority, a consumer protection agency, or any other regulator at any time, whether or not you have raised the matter with us first.

Questions about this policy

• Email:   mabellspa@gmail.com