IPRO.org - Consumers

Consumers Contact Information

Non-Hospital Services

If you are enrolled in traditional Medicare program, you have the right to request an independent review, called and Expedited Determination, of a decision to discontinue services you receive from a home health agency, skilled nursing facility, a hospice, or a CORF (comprehensive outpatient rehabilitation facility). You should get the Notice of Medicare Provider Non-Coverage from the health care provider at least two days before the services are scheduled to end. Call IPRO at 1-800-833-0356 for these appeals. The helpline is open seven days a week from 8:30 am - 4:30 pm.

Call IPRO's Consumer Helpline at 1-800-648-4776:

If your Hospital has given you a discharge notice and you feel you are not ready to leave the hospital yet.

Hospital Services

If you are enrolled in Medicare Advantage Plan and you disagree with your discharge at the hospital, get a Notice of Discharge and Medicare Appeal Rights (NODMAR). Call IPRO at 1-800-446-2447 for these appeals. The helpline is open Monday - Friday, 8:30 am - 4:30 pm.
When you receive a NODMAR, call before noon of the next working day following you receipt of the notice to gain quick access to your appeal rights.

Non-Hospital Services

If you are enrolled in a Medicare Advantage Plan, you have right to a Medicare Advantage Fast Track Appeal if payment for services you receive in a skilled nursing facility, home health agency or comprehensive rehabilitation facility are being discountinued. You plan is required to tell you in writing when your services are expected to end. When you receive that notice, Notice of Medicare Non-Coverage, call IPRO at 1-888-696-9561. The helpline is open seven days a week from 8:30 am to 4:30 pm.

Call IPRO's Helpline 1-800-648-4776 for the following:

If your hospital has given you a discharge notice and you feel you are not yet ready to leave the hospital.
Call this number if you have Medicaid, private insurance or self-pay

Hotline: 1-866-893-6772

Through the hotline program, a complainant (or his/her representative) can easily report his/her concerns regarding an ACF via telephone, email or letter.
The Complaint Hotline will operate Monday - Friday, 8:30 a.m. - 4:45 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.

Hotline: 1-888-201-4563

Through the hotline program, registered nurses answer the calls from consumers, families and advocates to file patient care complaints issued against nursing homes in New York State. Complaints can be lodged in a variety of ways: via the hotline, e-mail, fax, or written correspondence (ground mail).
The Complaint Hotline will operate Monday - Friday, 8:30 a.m. - 4:45 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.

Hotline: 1-800-804-5447

Through the hotline program, registered nurses (Hospital Complaint Reviewers) answer the calls from consumers, families and advocates 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: via the hotline, e-mail, fax, or written correspondence (ground mail).
The Complaint Hotline will operate Monday - Friday, 8:30 a.m. - 4:45 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.

Hotline:1-800-628-5972

Through the hotline program, a complainant (or his/her representative) can easily report his/her concerns regarding LHCSA (Licensed Home Care Services Agency) or Limited LHCSA via 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. The home care care complaints are forwarded to the regional offices for intake.