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Quality Improvement Organization (QIO) Program Changes


About this Change

QIOs are organizations that are available to assist you as a Medicare beneficiary when you or your family have questions or concerns about whether:

  • You are ready for discharge from a hospital or other healthcare setting.
  • A healthcare service should be ended.
  • You received quality healthcare.

Medicare has made some changes to the program to ensure that your needs are better met by designating a special QIO just to address beneficiary and family concerns.

These new Beneficiary and Family Centered Care QIOs (BFCC-QIO) will manage all beneficiary complaints, appeals, and quality-of-care reviews to ensure consistency in the case review process while taking into consideration local factors important to you and your family.

Effective August 1, 2014, KEPRO BFCC-QIO is serving Medicare beneficiaries in Florida and Ohio, and Livanta BFCC-QIO is serving Medicare beneficiaries in Arizona, California, and the U.S. Virgin Islands. Contact information for these organizations is below.

Arizona, California, and the U.S Virgin Islands
Medicare Beneficiaries (Livanta, LLC)

Florida and Ohio Medicare Beneficiaries (KEPRO)

Helpline calls: 1.877.588.1123

Helpline calls (U.S. Virgin Islands): 340.773.6334

Helpline calls: 1.844.455.8708

Fax number (appeals): 1.855.694.2929

Local phone number: 1.813.280.8256

Fax number (other reviews): 1.844.420.6672

Fax number: 1.844.834.7129



If your case is currently under review or in process, please be assured that every effort has been made to ensure a seamless transition for Medicare beneficiaries with no disruption in case review services. 

More information on the QIO Program can be found at or by contacting 1-800-MEDICARE.

Maintaining Local Presence

QIOs like HSAG will continue to work with doctors and nurses in your communities to ensure quality of care for you as a Medicare beneficiary. We have local knowledge of the things that are important to you, such as culture, patient safety, and healthcare improvement needs and will apply this knowledge to our quality-improvement projects in the community. 


QIO Program Changes at a Glance

What: HSAG stopped conducting case reviews and appeals for Medicare beneficiaries on August 1, 2014.

Why: The Centers for Medicare & Medicaid Services (CMS) assigned review responsibilities to other organizations.

Who: Livanta, LLC, serves Arizona, California, and the U.S. Virgin Islands. KEPRO serves Florida and Ohio.

When: Livanta and KEPRO took over case reviews on August 1, 2014.