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Announcement

Updated Versions of Protocols and Guidelines Manual, Website User and Data Submission Manual, and Other Documents have been Posted
folder_openSurvey Materialscalendar_todayPosted November 3, 2021

Version 6.0 of the Protocols and Guidelines Manual, Version 5.0 of the Website User and Data Submission Manual have been updated and posted on the OAS CAHPS website. The Website User and Data Submission Manual is available on the Data Submission Resources page.

The following is a summary of the main differences between Version 5.0 and Version 6.0 of the Protocols and Guidelines Manual.

  • Throughout Manual: Updated text to include the new web modes of administration; updated references to "mixed-mode" administration to "mail with telephone follow-up"; updated the survey question references based on revised survey instrument; incorporated new survey materials including web survey letters and emails and optional prenotification letter for phone-only mode; updated CMS-approved translations for telephone administration to include Chinese; updated Chapter and Appendix references; and updated references to the OAS CAHPS Survey Website User and Data Submission Manual from Version 4.0 to Version 5.0.
  • Chapter II: Expanded text describing the 2019 mode experiment, analysis and outcomes and added text regarding participation guidelines for CY2022 based on the Final Rule published in November 2021.
  • Chapter III: Updated text regarding the conversion of the Introduction to OAS CAHPS Training from live webinar to self-paced format; revised the Vendor Business Requirements section to include information about potential conflict of interest with RTI International (the OAS CAHPS Survey Coordination Team) and requirements related to web with mail follow-up and web with telephone follow-up survey administration; and updated definition of "substantive work" for vendor subcontractors.
  • Chapter IV: Streamlined chapter text to consolidate text and insert tables/graphics (where appropriate); added 'patient email address' to Table 4.1 as a data element needed on the patient information file and an explanation of this variable in a later section; added flowchart graphic illustrating the process vendors should follow when patient records are missing procedural codes; added text clarifying that the sampling frame must contain only unduplicated eligible patients; incorporated revised target of 200 annual completes for ASCs (per CMS directive in the CY2022 Final Rule) in sampling Step 5; revised Table 4.2 with updated response rates for 25 responses/month (for HOPDs) and added new column with 17 responses/month (for ASCs); added text clarifying the purpose of determining ideal sample sizes and a needed sampling rate; clarified description of methodology to generate N Random Numbers; updated description and examples of how to implement stratified systematic sampling variations (1 and 2); added Table 4.3 Action Required When Contact Information is Missing for Sampled Patients and removed the section "Requirement That the First File Contain All Patient Information"; and updated some of the misconception and correct implementation examples.
  • Chapter V: Streamlined chapter text to consolidate text and insert tables/graphics (where appropriate); updated cover letter content requirements to remove phrase that participation will not affect any benefits the sample member receives or expects to receive and revise how overall survey results are used to help people when choosing an outpatient facility; updated descriptions of mailing requirements; and updated quality control guidelines to clarify which types of cases and the proportion of cases vendors who scan returned survey should check, added new guidance on staff trained to review handwritten comments and whitemail for proper disposition code assignment, and added new QC recommendation to check noncomplete cases.
  • Chapter VI: Streamlined chapter text to consolidate text and insert tables/graphics (where appropriate); incorporated guidelines for using the new, optional prenotification letter to sample members prior to telephone contacting; updated text to reflect new changes to the CATI script and questionnaire; revised guidance when vendors can assign code 320 - Refusal (when sample member or gatekeeper refuse); and added new quality control recommended guideline to review noncomplete cases.
  • Chapter VII: Streamlined chapter text to consolidate text and insert tables/graphics (where appropriate); updated cover letter content requirements to remove phrase that participation will not affect any benefits the sample member receives or expects to receive and revise how overall survey results are used to help people when choosing an outpatient facility; revised administration requirements related to approved languages for mail materials to include Chinese; updated descriptions for data receipt and data entry to include new guidance such as how to process surveys received after 6-weeks and those received after telephone follow-up has begun; revised guidance when vendors can assign code 320 - Refusal (when sample member or gatekeeper refuse); and updated quality control guidelines to clarify which types of cases and the proportion of cases vendors who scan returned survey should check, added new guidance on staff trained to review handwritten comments and whitemail for proper disposition code assignment, and added new QC recommendation to check noncomplete cases.
  • Chapter VIII (NEW CHAPTER): WEB WITH MAIL FOLLOW-UP ADMINISTRATION PROCEDURES Updated documentation that was posted in the draft version of this chapter based on the Final Rule updates (only mailing either the letter or sending the email version of the invitations and reminders and updated cover letter content requirements to remove phrase that participation will not affect any benefits the sample member receives or expects to receive.
  • Chapter IX (NEW CHAPTER): WEB WITH TELEPHONE FOLLOW-UP ADMINISTRATION PROCEDURES Updated documentation that was posted in the draft version of this chapter based on the Final Rule updates (only mailing either the letter or sending the email version of the invitations and reminders and updated cover letter content requirements to remove phrase that participation will not affect any benefits the sample member receives or expects to receive.
  • Chapter X: Updated example of providing de-identified response data by combining contiguous response options; and updated guidance on what to convey when communicating with sample members about confidentiality and security by removing that participation will not affect the care they receive or expect to receive in the future.
  • Chapter XI: Updated example screenshots illustrating decision rules for coding responses marked outside response box to reflect revised questionnaire; updated and streamlined information for data processing decision rules and coding guidelines for each mode, including web surveys; updated Table 11.1 to include new disposition code 130 - Completed Web Survey and revised descriptions involving web modes; and revised text to clarify current quality control procedures for mail and web survey data processing activities.
  • Chapter XII: Updated screenshots where needed, and updated text with references to new web mode features of the website.
  • Chapter XIII: Updated screenshots where needed and updated text with references to new web mode features of the website; added text box under Step 1 to note the XML data file layout version available in the Manual and on the OAS CAHPS website; clarified Header Record data element descriptions for Number of Patients Served and Number of Patient Records on the File Submitted by Facilities; and added a recommended for quality control check on noncomplete cases.
  • Chapter XV: Relocated the section on vendor communication with the survey coordination team to the end of the chapter.
  • Chapter XVI : Updated section on adjustment and reporting of results with information from the 2019 mode experiment and plans to publicly report 2022 survey data; updated Table 16.1 to reflect changes to the questionnaire; updated Table 16.2 by removing older quarters and adding four future quarters of publicly reported data.
  • APPENDIX A: Replaced all of the screenshots to reflect the latest changes to the Vendor Application form.
  • APPENDIX B: Added new materials in English (optional prenotification letter for telephone-only mode, web survey invitation and reminder letters and email messages, follow up questionnaire cover letter for web with mail follow-up mode, and the web questionnaire); updated both mail survey cover letters; updated mail questionnaire; and updated telephone script. [NOTE: Appendix B will be updated once OMB approval has been confirmed.]
  • APPENDIX C: Added new materials in Spanish (optional prenotification letter for telephone-only mode, web survey invitation and reminder letters and email messages, follow up questionnaire cover letter for web with mail follow-up mode, and the web questionnaire); updated both mail survey cover letters; updated mail questionnaire; and updated telephone script. [NOTE: Appendix C will be updated once OMB approval has been confirmed.]
  • APPENDIX D: Added new materials or placeholders for materials in Chinese (optional prenotification letter for telephone-only mode, web survey invitation and reminder letters and email messages, follow up questionnaire cover letter for web with mail follow-up mode, web questionnaire, and telephone script); updated the mail survey cover letter for the initial questionnaire mailing; inserted a placeholder for the mail survey cover letter for the second mailing; and updated mail questionnaire. [NOTE: Appendix D will be updated once final review is completed and once OMB approval has been confirmed.]
  • APPENDIX E: Updated all of the Korean mail survey materials to reflect new versions the materials. [NOTE: Appendix E will be updated once OMB approval has been confirmed.]
  • APPENDIX F : Updated text to clarify that the mail and web version of the consent to share identifying information question is the same; added Chinese translation for telephone interview versions of consent to share identifying information.
  • APPENDIX G : Updated to show placeholder for OMB expiration date and guidance on implementation in web materials. [NOTE: Appendix G will be updated once OMB approval has been confirmed.]
  • APPENDIX H: Updated FAQs in English and Spanish; and inserted a placeholder for the Simplified Chinese, and Traditional Chinese FAQs. [NOTE: Appendix H will be updated once final review is completed on Chinese versions.]
  • APPENDIX J and K: Added notation to cover page that the versions in the Manual must be used starting with the January 2022 sample month; updated XML data file layouts to include changes to Survey Mode description and values, patients served description, Final Survey Status values, Qs. 15, 17, 19, 21, 32 and 34 descriptions and/or values, and question numbers to reflect new questionnaire changes; and included notes on data elements that are only applicable on certain modes.
  • APPENDIX L: Updated XML data file layout to include clarification for number of patients served description.
  • APPENDIX M : Added Quality Assurance Plan (QAP) documentation requirements involving web administration.
  • APPENDIX Q : Added Patient Email Address data element for web survey administration.

Standalone survey documents will continue to be posted on the "Planned Survey Materials for 2022" webpage of the OAS CAHPS as they are finalized. The OAS CAHPS Survey Coordination Team plans to post a summary of changes made to the 2021 versions of the survey materials at a later date. An announcement will be posted when this summary of changes is available.

If you have questions, you can contact the OAS CAHPS Survey Coordination Team via e-mail at oascahps@rti.org or call 1-866-590-7468.