2019 CAHPS for ACOs Survey Quality Assurance Guidelines Version 7

The CAHPS for ACOs Survey administration protocols are contained in the CAHPS for ACOs Survey Quality Assurance Guidelines Version 7.

View or download the following:

CAHPS for ACOs Survey Quality Assurance Guidelines Version 7 Chapters

CAHPS for ACOs Survey Quality Assurance Guidelines Version 7 Appendices

CAHPS for ACOs Survey Frequently Asked Questions for Customer Support - Optional Language Translations

The CAHPS for ACOs Survey Frequently Asked Questions for Customer Support are available in Cantonese, Mandarin and Spanish for viewing or downloading.

2019 CAHPS for ACOs Survey Data Collection Schedule

Pre-Data Collection Tasks

Task

Date
Conditionally approved survey vendors must submit QAP to the CAHPS for ACOs Survey project team via acocahps@HCQIS.org. 4/26/2019
Survey vendors provide toll-free customer support phone numbers for inclusion in pre-notification letter. (Toll-free number to be used for 2019 customer support must be provided to acocahps@HCQIS.org.) CMS will generate a customized pre-notification letter for each survey vendor that includes the phone number provided at a later date. 8/12/2019
Survey vendors must submit English mail survey materials to the CAHPS for ACOs Survey project team via acocahps@HCQIS.org. 8/12/2019
Confirm with the CAHPS for ACOs Technical Assistance team via acocahps@HCQIS.org that all required DUA actions have been  completed. (Existing vendors must extend and update their existing DUA and new vendors must submit a DUA.) Subcontractors that see beneficiary-level data (e.g., name, address, telephone number) must also have a DUA in place with CMS. 8/21/2019
Survey vendors must complete and email a Vendor Access to ACO Data Warehouse Form to aco-datasupport@rand.org. 9/4/2019
ACOs must complete the web-based survey vendor authorization process. 9/18/2019
Survey vendors must submit English CATI script materials to the CAHPS for ACOs Survey project team via acocahps@HCQIS.org. 9/20/2019
ACO sample files become available to survey vendors. 10/9/2019

Survey vendors provide mail sample survey packets to the project team for review.

Note: CMS requests all vendors submit prepared sample mail materials, including variable information, for review prior to the first survey mailing for Performance Year 2019.
10/14/2019-10/18/2019


Data Collection Tasks

Survey Vendor Task Date
Mail out a pre-notification letter to all sampled beneficiaries one week before the first survey mailing. 10/21/2019-10/22/2019
Customer support phone center opens (Toll-free phone number required). 10/22/2019
Mail-out of the first survey with cover letter. 10/28/2019-10/29/2019
Mail-out of second mailing of survey with cover letter to all non-respondents. 11/18/2019-11/19/2019
Initiate telephone follow-up by computer-assisted telephone interviews (CATI) for all non-respondents to the mail survey. (1st attempt must occur during this time.)     12/6/2019-12/13/2019
Submit interim data files to the ACO Data Warehouse. Survey vendors should begin to submit data on 12/10/2019 and must have all interim data submitted by 12/12/2019 (including any requests for corrections).  12/10/2019-12/12/2019
Conduct computer assisted telephone interviews (CATI) for all non-respondents to the mail survey.
  • Make no more than 6 call attempts.
  • Call attempts must occur over a minimum of two different calendar weeks.
  • Call attempts must be scheduled at different times of the day and on different days of the week.
Note: CMS anticipates that vendors will suspend CATI  interviews during 12/23/2019 – 1/1/2020 due to holidays.   
12/6/2019-1/16/2020
Last day for inbound and outbound phone interviews. 1/16/2020
Cutoff date for returned mail surveys. 1/16/2020
Last day of operation for customer support toll-free line. 1/16/2020
Submit final data files to CMS after close of data collection via the ACO Data Warehouse. Survey vendors should begin to submit data on 1/21/2020 and must have all final data submitted by 1/23/2020 (including any requests for corrections). 1/21/2020-1/23/2020

 

The CAHPS for ACOs Survey Quality Assurance Guidelines (Prior Versions):

Prior years' Quality Assurance Guidelines should be referenced for informational purposes only. Please refer to the 2019 CAHPS for ACOs Survey Quality Assurance Guidelines Chapters and the 2019 CAHPS for ACOs Survey Quality Assurance Guidelines Appendices for the most recent survey administration protocols.

View or download the prior years' CAHPS for ACOs Survey Quality Assurance Guidelines below:

The Consumer Assessment of Healthcare Providers and Systems (CAHPS) for ACOs measures experience of care for ACOs participating in Medicare initiatives. It is based on the Clinician and Group (CG CAHPS) survey and includes additional program specific survey questions.

Survey instruments for the 2019 performance year.

Click the Survey Vendor Participation Process for New Vendors link above for steps on becoming an approved CAHPS for ACOs Survey Vendor.

Click here for information about training for survey vendors.