Complaints About Your Care?

Medicare Beneficiary Complaints

Helpline:  1-800-331-7767
   
IPRO contracts with the federal government to evaluate and improve care provided to people with Medicare.  Quality Improvement Organizations like IPRO, as part of this contract, offer a free Beneficiary Complaint Program to help Medicare beneficiaries and their families understand the care they receive. 

Medicare beneficiaries or their representative who have a concern, or who are not satisfied with the care they receive, can file a complaint or inquiry with IPRO.  Intake nurses are available Monday through Friday, from 8:30 a.m. - 4:30 p.m.  Voice mail service is available at all other times.  Calls left after hours will be returned the next business day.

New York State Complaint Resources

Adult Care and Assisted Living Complaints

Hotline: 1-866-893-6772

• Complainants (or their representative) can report concerns regarding an adult care or assisted living facility by telephone, email or letter.
• The Complaint Hotline will operate Monday - Friday, 8:30 a.m. - 4:30 p.m. excluding holidays and weekends. Voice mail service will be available whenever the Hotline is closed. Callers may leave a message on the voice mail, which is monitored by the on call staff.

Centralized Nursing Home Complaint Intake Program

Hotline: 1-888-201-4563

• Registered nurses answer calls from consumers, families and advocates who wish to file patient care complaints against nursing homes in New York State. Complaints can be lodged in a variety of ways: by calling the hotline, e-mail, fax, or written letter (ground mail).
• The Complaint Hotline will operate Monday - Friday, 8:30 a.m. - 4:30 p.m. excluding holidays and weekends. Voice mail service will be available whenever the Hotline is closed. Callers may leave a message on the voice mail, which is monitored by the on call staff

Centralized Hospital Intake Program

Hotline: 1-800-804-5447

• Registered nurses (Hospital Complaint Reviewers) answer the calls from consumers, families and advocates who wish to file patient care complaints regarding quality care in all hospitals, licensed community health centers and clinics in New York State.
• Patient care complaints can be lodged in a variety of ways: by calling the hotline, e-mail, fax, or written letter (ground mail).
• The Complaint Hotline will operate Monday - Friday, 8:30 a.m. - 4:30 p.m., excluding holidays. Voice mail service will be available whenever the Hotline is closed. Callers may leave a message on the voice mail, which is monitored by the on call staff.

Home Health Care Hotline

Hotline: 1-800-628-5972

• Complainants (or their representative) can report concerns regarding LHCSA (Licensed Home Care Services Agency) or Limited LHCSA by telephone, email or letter.
• The Complaint Hotline will operate Monday - Friday, 10:00 a.m. - 4:00 p.m. excluding holidays and weekends. At all other times a caller can record a message which the staff will access the next business day. Home Care complaints are forwarded to the Department of Health regional offices for intake.

Other Useful Resources:

• Medicare.gov - the official U.S. Government site.
• NY State Office of the Aging (NYSOFA) - for Medicare Health Insurance Information Assistance and Counseling (HIICAP).  HIICAP educates the public about Medicare, Medicaid, Managed Care, EPIC and other health insurance options.  HIICAP Hotline Number:  1-800-701-0501.
• Medicare Rights Center - A national non-profit consumer service organization with offices in New York and Washington, D.C. that works to ensure access to affordable health care for older adults and people with disabilities through counseling and advocacy, educational programs and public policy initiatives.
• Informed Patient Institute (IPI) -The Informed Patient Institute (IPI) is an independent nonprofit organization that provides credible online information about health care quality and patient safety for consumers.

 

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