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KEPRO - Beneficiary and Family Centered Quality Improvement Organization (BFCC-QIO)
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Senior couple at a computer Immediate Advocacy
We are the Medicare Quality Improvement Organization, working to improve the quality of care for Medicare beneficiaries. Our site offers beneficiary and family-centered care information for providers, patients, and families. Welcome!

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What is Immediate Advocacy?
Immediate Advocacy is used to quickly resolve a complaint or concern about medical care or services. It begins when you or your representative agree over the phone to let KEPRO call your provider about a problem. It may be stopped at any time.

Goals:

  • Resolves complaints that are not right for a medical record review
  • More satisfaction for both you and your provider
  • Takes care of a complaint faster


When to Use Immediate AdvocacyYou can contact KEPRO if you have a complaint or a concern about the medical care or services you received. Examples of when you can call KEPRO:

  • The hospital staff will not answer my questions.
  • My doctor ordered a wheelchair, but I have not gotten it yet.
  • I need to refill my prescription but can’t get an appointment to see my doctor.


Immediate Advocacy Process
Once KEPRO decides to use Immediate Advocacy, a member of our staff will ask for permission to share your name and concern with your provider. When KEPRO calls the provider, we tell them that we have a complaint and that you would like to resolve the complaint through Immediate Advocacy. If the provider agrees, KEPRO will begin the process. If the provider does not agree, you can then file a written complaint.

KEPRO may use a conference call or call on your behalf to resolve the complaint. The goal should be a quick and agreeable resolution within eight hours but not more than two business days.

If the provider is not available after you agree to the use of Immediate Advocacy, KEPRO will contact you to discuss your options. If you are not happy with the outcome of Immediate Advocacy, you can file a written complaint. 

Stopping Immediate Advocacy
If you ask to stop the Immediate Advocacy process, KEPRO must let you know of your right to file a written complaint. If at any point, KEPRO becomes aware of information that means the complaint is no longer right for Immediate Advocacy, KEPRO must stop the Immediate Advocacy and tell all parties that Immediate Advocacy is done. 


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