Immediate Advocacy - an informal process in which the Quality Improvement Organization acts as a liaison for the Medicare beneficiary to quickly resolve an oral complaint.

A beneficiary's wife contacted the BFCC-QIO with concerns that her husband was being denied care from a hospice agency. She had contacted the hospice when her husband was being discharged from the hospital and was in need of hospice services. She was informed that her husband would receive two hours of service per week. She then contacted Medicare to check the type of services that her husband was entitled to receive. Medicare informed her that the provider should call the Medicare Provider Line to inquire about the entitled services. After requesting that the provider contact the Medicare Provider Line, the hospice stated that they would not accept the beneficiary's husband for services.

The Intake Specialist contacted the Compliance Director for hospice and was informed that the beneficiary's wife was seeking services that were outside the scope of the hospice capabilities. She informed the Intake Specialist what services could be provided by their agency. She also stated that the hospice would be willing to reassess the beneficiary and admit him for service. The Intake Specialist then contacted the beneficiary's wife, and she said that she would be contacting the hospice to reschedule an appointment.