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Kepro - Beneficiary and Family Centered Quality Improvement Organization (BFCC-QIO)
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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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watch a video about
immediate advocacy:

Immediate Advocacy Services

read a flyer about immediate advocacy

This Immediate Advocacy flyer is for people with Medicare and their families or caregivers to learn more about this service and how it works.

Immediate Advocacy Flyer

talk with kepro about immediate advocacy

Click below for the phone number for your state.

Contact Kepro

what is immediate advocacy?

How does Immediate Advocacy help people with Medicare?

Immediate Advocacy is a free service for people with Medicare. It is used to help people quickly resolve a problem about medical care or services. Immediate Advocacy often involves Kepro calling a healthcare provider or facility on behalf of the patient.

when to use immediate advocacy

You can call Kepro if you have a complaint about the medical care or services you received. Examples of when you can call Kepro:

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

immediate advocacy process

Once Kepro decides that Immediate Advocacy is right for your situation, you will be asked 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 phone 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 call 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, you have the right to file a written complaint. If at any point, Kepro finds out information that makes the complaint no longer right for Immediate Advocacy, Kepro must stop the process and tell you and the provider that Immediate Advocacy is done.  

real life stories

Read real life stories that show how the Immediate Advocacy process works.

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