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KEPRO - Beneficiary and Family Centered Quality Improvement Organization (BFCC-QIO)
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Senior couple at a computer Quality of Care Complaints
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!

If a Medicare beneficiary has a concern or is not satisfied with the quality of care received, he or she can call the KEPRO Medicare Beneficiary Helpline. The beneficiary may also download a quality of care complaint form, English or Spanish, to complete and fax or mail to: 

KEPRO Area 2 – Delaware, District of Columbia, Florida, Georgia, Maryland, North Carolina, South Carolina, Virginia, West Virginia 

Beneficiary Helpline - 844-455-8708, Fax: 844-834-7129 

5201 West Kennedy Boulevard, Suite 900
Tampa, Florida 33609
Attention: Beneficiary Complaints 

KEPRO Area 3 – Alabama, Arkansas, Colorado, Kentucky, Louisiana, Mississippi, Montana, New Mexico, North Dakota, Oklahoma, South Dakota, Tennessee, Texas, Utah, Wyoming 

Beneficiary Helpline - 844-430-9504, Fax: 844-878-7921 

Rock Run Center, Suite 100
5700 Lombardo Center Dr.
Seven Hills, OH 44131
Attention: Beneficiary Complaints 

KEPRO Area 4 – Illinois, Indiana, Iowa, Kansas, Michigan, Minnesota, Missouri, Nebraska, Ohio, Wisconsin 

Beneficiary Helpline - 855-408-8557, Fax: 844-834-7130 

5201 West Kennedy Boulevard, Suite 900
Tampa, Florida 33609
Attention: Beneficiary Complaints
TTY for all areas: 855-843-4776 

Complaints may also be emailed to beneficiary.complaints@hcqis.org. To download the complaint form, click here

Examples of Poor Quality Care:

  • Receiving the wrong medication
  • Receiving an overdose of medication
  • Receiving unnecessary surgery/diagnostic testing
  • Experiencing a change in condition that was not treated
  • Receiving a misdiagnosis
  • Receiving inadequate discharge instructions

If the beneficiary decides to make a formal complaint, a KEPRO team member can help put it in writing. Once KEPRO receives the written complaint, the quality of care review will begin. Trained team members are available Monday through Friday from 9:00 am to 5:00 pm and from 11:00 am to 3:00 pm on Saturday, Sunday, and holidays, in all local times. However, a beneficiary can leave a message at KEPRO’s toll-free numbers 24 hours a day, seven days a week. Translation services are available for beneficiaries and beneficiary caregivers who do not speak English. 

A beneficiary can call KEPRO if he or she:

  • Needs to discuss the quality of care received;
  • Wants to file a formal quality of care complaint; or
  • Needs help understanding Medicare rights.

A beneficiary can call 1-800-MEDICARE if he or she:

  • Has general questions about Medicare coverage;
  • Needs clarification on how to enroll in Medicare; or
  • Wishes to discuss billing issues.

For more information about asking for medical records, please click here. For more information about the beneficiary complaint process, please click here

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