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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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quality of care complaints

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.

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 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.

For additional information about asking for medical records, please read this medical record request form (PDF).

See contact information below for your state. Complaints may also be emailed to  beneficiary.complaints@hcqis.org.

Telephone, Fax Numbers and Mailing Addresses
Region 1
Connecticut
Massachusetts
Maine
New Hampshire
Rhode Island
Vermont
Region 4
Alabama
Florida
Georgia
Kentucky
Mississippi
North Carolina
South Carolina
Tennessee
Region 6
Arkansas
Louisiana
New Mexico
Oklahoma
Texas
Region 8
Colorado
Montana
North Dakota
South Dakota
Utah
Wyoming
Region 10
Alaska
Idaho
Oregon
Washington
Toll-free Phone
888-319-8452

Local Phone
216-447-9604

TTY
855-843-4776

Toll-free Fax
833-868-4055

Mailing Address
5700 Lombardo Center Dr.
Suite 100
Seven Hills, OH 44131
Toll-free Phone
888-317-0751

Local Phone
813-280-8256

TTY
855-843-4776

Toll-free Fax
833-868-4058

Mailing Address
5201 West Kennedy Blvd.
Suite 900
Tampa, FL 33609
Toll-free Phone
888-315-0636

Local Phone
216-447-9604

TTY
855-843-4776

Toll-free Fax
833-868-4060

Mailing Address
5201 West Kennedy Blvd.
Suite 900
Tampa, FL 33609
Toll-free Phone
888-317-0891

Local Phone
813-280-8256

TTY
855-843-4776

Toll-free Fax
833-868-4062

Mailing Address
5700 Lombardo Center Dr.
Suite 100
Seven Hills, OH 44131
Toll-free Phone
888-305-6759

Local Phone
813-280-8256

TTY
855-843-4776

Toll-free Fax
833-868-4064

Mailing Address
5700 Lombardo Center Dr.
Suite 100
Seven Hills, OH 44131

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.




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