Policies
On this page
Who we are. EliteUSMD, Inc. (“EliteUSMD,” “we,” “us,” “our,” or the “Company”) is a physician-owned professional medical entity. EliteUSMD 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 EliteUSMD. 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 info@eliteusmd.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.
What happens next
Stage
Timeline
What we do
Acknowledgement
Within 2 business days
We confirm receipt and give you a reference number and a named point of contact.
Review
Within 10 business days
We investigate, including reviewing the examination record and recording where relevant, and speaking with anyone involved.
Response
Within 30 days
We give you a written outcome explaining what we found and what we are doing about it.
Escalation
On request
If you are not satisfied, the matter is escalated for a second review by someone not involved in the first.
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.
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 info@eliteusmd.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.
- Email info@eliteusmd.com