Medicare Advantage and Prescription Drug Plan CAHPS® Survey

Quality Assurance
     

Quality Assurance

Quality Assurance

The 2020 Medicare Advantage and Prescription Drug Plan CAHPS Survey administration protocols are contained in the Medicare Advantage and Prescription Drug Plan CAHPS Survey Quality Assurance Protocols & Technical Specifications V10.0 (QAP&TS V10.0) manual.

View or download the Quality Assurance Protocols & Technical Specifications V10.0

MA & PDP CAHPS Technical Corrections and Clarifications 

Subsequent to the production of the MA & PDP CAHPS Survey Quality Assurance Protocols & Technical Specifications V10.0 (QAP&TS V10.0), it has been determined that there are specific survey material items that require content corrections and clarifications.

 

The January 24, 2020 version includes the following updates:

  • Removing a comma from OMB statement in the Chinese-language MA-PD Mail survey
  • Adding a period to one question in the Chinese-language PDP Mail Survey
  • Adding an additional character to one question in the Korean-language MA-PD Mail survey

View or download the MA & PDP CAHPS Technical Corrections and Clarifications document.

 

MA & PDP CAHPS 5 Call Attempts Protocol Clarification

The MA & PDP CAHPS Survey project team has clarified the guidance regarding dialing multiple phone numbers and the 21 day rule for call attempts. The guidance has been revised to include a new example regarding the timing of attempts. 

View or download the 5 Call Attempts Protocol Clarification.

Vietnamese Translation of the MA & PDP CAHPS QAP&TS V10.0 Frequently Asked Questions for Customer Support (FAQs) Is Now Available

CMS has provided a Vietnamese translation of the FAQs for Customer Support for vendors administering the MA & PDP CAHPS Survey in Vietnamese.

View or download the Vietnamese Frequently Asked Questions for Customer Support

Chinese Translation of the MA & PDP CAHPS QAP&TS V10.0 Frequently Asked Questions for Customer Support (FAQs) Is Now Available

CMS has provided a Chinese translation of the FAQs for Customer Support for vendors administering the MA & PDP CAHPS Survey in Chinese.

View or download the Chinese Frequently Asked Questions for Customer Support

Updated Korean Translation of the MA & PDP CAHPS QAP&TS V10.0 Frequently Asked Questions for Customer Support (FAQs) Is Now Available (Updated 2/14/2020)

CMS has provided a Korean translation of the FAQs for Customer Support for vendors administering the MA & PDP CAHPS Survey in Korean.

View or download the Korean Frequently Asked Questions for Customer Support

Note: The Spanish FAQs can be found in Appendix E-1 of the MA & PDP CAHPS QAP&TS V10.0.

MA & PDP CAHPS Summary of Updates

The MA & PDP CAHPS Survey Quality Assurance Protocols & Technical Specifications V10.0 (QAP&TS V10.0) Summary of Updates document is a reference tool that highlights the major changes from the QAP&TS V9.0 to V10.0. This document is not a substitute for reviewing the MA & PDP CAHPS QAP&TS V10.0 in its entirety.

View or download the MA & PDP CAHPS Survey Summary of Updates from V9.0 to V10.0.

Click here to see the MA & PDP CAHPS Survey Quality Assurance Protocols & Technical Specifications V9.0 that applied to 2019 survey administration.

2020 Data Collection Schedule

The basic tasks and timing for conducting the 2020 MA & PDP CAHPS Survey are summarized below. Survey vendors are required to adhere to the data collection schedule as outlined and may not depart from or modify this schedule in any way.

 

 Pre-Data Collection Tasks

Task

Date

Time Frame in Survey Field Period

Survey vendors must complete and email a Vendor Access to MA & PDP CAHPS Data Warehouse Form to MA-PDPCAHPSTECHSUPPORT@rand.org

11/14/2019

-112 days

Survey vendors must submit English mail survey materials and English MA-PD CATI screenshots to the MA & PDP CAHPS Survey Project Team via MA-PDPCAHPS@hsag.com

11/26/2019

-100 days

Plan request for contract-level oversample. (Authorized contract staff submit a web-based request in which they select the desired contract, enter the size of the requested oversample.)

12/4/2019

-92 days

Survey vendors provide toll-free customer support telephone numbers for inclusion in pre-notification letter. (Toll-free number to be used for 2020 customer support must be provided to MA-PDPCAHPS@hsag.com. CMS will generate customized pre-notification letter for each vendor that includes the telephone number provided at a later date.)

12/4/2019

-92 days

Plan must complete the web-based survey vendor authorization process to designate a survey vendor for each contract eligible for the 2020 MA & PDP CAHPS Survey

12/4/2019

-92 days

Survey vendors must submit any supplemental questions for approval

12/5/2019

-91 days

Survey vendors must submit Spanish (and Chinese, Korean and/or Vietnamese, if applicable) mail survey materials to the MA & PDP CAHPS Survey Project Team via MA-PDPCAHPS@hsag.com

12/17/2019

-79 days

Survey vendors must complete and submit a new DUA or update existing DUA to CMS and provide a confirmation to the MA & PDP CAHPS Technical Assistance email (MA-PDPCAHPS@hsag.com). Subcontractors that see beneficiary-level data (e.g., name, address, telephone number) must also have a DUA Addendum in place with CMS.

1/2/2020

-63 days

Survey vendors must submit QAP to the MA & PDP CAHPS Survey Project Team via MA-PDPCAHPS@hsag.com

1/7/2020

-58 days

 

Data Collection Tasks

Survey Vendor Task

Date

Time Frame in Survey Field Period

Vendors download 2020 sample file

2/13/2020

-21 days

Mail out a pre-notification letter to all sampled members one week before the first survey questionnaire mailing

3/5/2020

day 1

Customer support telephone center opens (Toll-free telephone number required)

3/6/2020

days 2-86

Mail-out of the first questionnaire with cover letter within one week of the pre-notification letter. Begin inbound CATI protocol.

3/11/2020 – 3/12/2020

days 7-8

Mail-out of second mailing of questionnaire with cover letter to all non-respondents within four weeks after first mailing

4/1/2020 – 4/2/2020

days 28-29

Initiate telephone follow-up by computer-assisted telephone interviews (CATI) for all non-respondents to the mail survey (First attempt must occur during this time)

4/22/2020 – 4/28/2020

days 49-55

Conduct additional telephone attempts by CATI according to the following specifications:

  • Call attempts must occur in three different calendar weeks
  • Call attempts must be scheduled at different times of the day and on different days of the week
  • The 5th call attempt must occur no sooner than 21 days after the 1st call attempt, if a 5th call attempt is necessary

4/29/2020 – 5/29/2020

 

days 56-86

Submit interim data files to CMS (RAND). Survey vendors may begin to submit data on 4/28/2020 but must have an interim data file submitted, and deemed to be fully correct and accepted, by 4/30/2020. No interim submission of MMP data is required.

4/28/2020 – 4/30/2020

days 55-57

Survey vendors must submit the Vendor Report of Outbound CATI to the MA & PDP CAHPS Survey Project Team via MA-PDPCAHPS@hsag.com

5/1/2020

day 58

Cutoff date for returned mail surveys

5/29/2020

day 86

Customer support toll-free line closes

5/29/2020

day 86

Outbound telephone interviewing ends

5/29/2020

day 86

Submit final MA & PDP CAHPS data files to CMS approximately 2 weeks after close of data collection via the Data Submission Web site provided by the RAND Corporation. Data can be submitted as early as 6/16/2020 but vendors must have a final data file submitted, and deemed to be fully correct and accepted, by 6/18/2020.

6/16/2020 – 6/18/2020

days 104-106

 

Vendors serving MMP contracts submit the data from the fixed set of national MMP supplemental items approximately three weeks after the close of data collection via the Data Submission Web site provided by the RAND Corporation. Data can be submitted as early as 6/23/2020 but vendors must have a final data file submitted, and deemed to be fully correct and accepted, by 6/25/2020.

6/23/2020 – 6/25/2020

days 111-113

 

 

This page was last modified on 2/14/2020