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Announcement

Detailed Summary of Changes to OAS CAHPS Survey Materials
folder_openSurvey Materialscalendar_todayPosted January 13, 2022

This announcement provides a list of the changes made to 2022 OAS CAHPS Survey mail and telephone materials compared to the 2021 versions. The tables below are grouped by language for each of the CMS-approved translations for OAS CAHPS. Please contact the OAS CAHPS Survey Coordination Team via e-mail at oascahps@rti.org or call toll-free (866) 590-7468, if you have any questions.

English materials:

Item

Summary of changes made for 2022 version

Reason for change(s)

Mail questionnaire

  1. OMB expiration date updated to November 30, 2024 on mail survey cover.
  2. Removed age question (“What is your age?”).
  3. Removed gender question (“Are you male or female?”).
  4. Replaced 2-part question (“Do you speak a language other than English at home?” and if yes “What it that language?) with “What language do you mainly speak at home?”
  5. Renumbered the survey questions after Q26.
  6. For Q15, Q17, Q19 and Q21, changed response options “Yes, Definitely”; “Yes, Somewhat”; and “No” to “Yes/No.”
  7. Added a transitional statement before Q15.
  8. Updated programming logic in (new) Q28 if “No, not Hispanic, Latino, or Spanish” is selected.
  1. Required by OMB.
  2. Patient age can be calculated based on the patient date of birth information included in monthly patient information files supplied by HOPDs and ASCs.
  3. Patient gender is captured in the monthly patient information files supplied by HOPDs and ASCs.
  4. The revised question is used in other CAHPS surveys and is easier to understand when translated.
  5. To account for the aforementioned deletions.
  6. Revised response options based on results of psychometric analysis.
  7. Intended to encourage respondents to answer the questions that follow.
  8. The survey questions are renumbered after Q26; therefore, the skip logic needed to be updated.

Initial mail survey cover letter

  1. Revised phrasing throughout the sample letter.
  2. Removed requirement for vendors to include statement that participation will not affect any benefits they receive or expect to receive in the future.
  1. Streamlined letter based on version tested in 2019 mode experiment.
  2. Changed to mirror other CMS surveys.

Second mail survey cover letter

  1. Revised phrasing throughout the sample letter.
  2. Removed requirement for vendors to include statement that participation will not affect any benefits they receive or expect to receive in the future.
  1. Streamlined letter based on version tested in 2019 mode experiment.
  2.  Changed to mirror other CMS surveys.

CATI script

  1. Removed sentence (in INTRO2) and requirement for vendors to include statement that participation will not affect any benefits they receive or expect to receive in the future.
  2. Removed age question (“What is your age?”).
  3. Removed gender question (“Are you male or female?”).
  4. Replaced “Do you speak a language other than English at home?” with “What language do you mainly speak at home?”
    1. Added an interviewer instruction if the respondent provides multiple languages.
    2. Removed programming logic from MISSING/DK option.
  5. Removed Q35. “What is that language?” and Q35a (other specify).
  6. Renumbered the survey questions after Q26.
  7. Updated programming logic regarding the race questions (e.g., changed Q32A to Q30A).
  8. For Q15, Q17, Q19 and Q21, changed response options “Yes, Definitely”; “Yes, Somewhat”; and “No” to “YES/NO.”
    1. Q15 revised “Would you say…” to read, “Would you say yes or no?”
    2. Removed “Would you say…” from Q17, Q19 and Q21.
  9. Added Q15_INTRO transitional statement.
  10. Updated programming logic in (new) Q28 if “No” is selected.
  1. Changed to mirror other CMS surveys.
  2. Patient age can be calculated based on the patient date of birth information included in monthly patient information files supplied by HOPDs and ASCs.
  3. Patient gender is captured in the monthly patient information files supplied by HOPDs and ASCs.
  4. Revised question is used in other surveys and is easier to understand when translated.
    1. Provided probe for interviewers to handle respondents who provide multiple languages since only one selection can be made.
    2. Programming skip is no longer needed.
  5. The revised language question does not require follow-up.
  6. Renumbered to account for the aforementioned deletions.
  7. The survey questions are renumbered after Q26; therefore, the skip logic needed to be updated.
  8. Revised response options based on results of psychometric analysis.
    1. Intended to encourage respondents to answer the questions that follow and clarify “yes/no” response options.
    2. The YES/NO response options are not read out loud.
  9. Intended to encourage respondents to answer the questions that follow.
  10. The survey questions are renumbered after Q26; therefore, skip logic updated.

Interviewer FAQs

  1. Revised FAQ, as shown below:
    1. Question: I’ve already completed a mail survey/Web survey.  Do I need to complete this survey again?
    2. Answer: Thank you for completing the survey and mailing it back in.  However, we have not yet received the survey and so we are following up to gather your feedback by phone. If you have some time right now, we could go through the questions. Or I can call you back in a few days if we still have not received the survey by mail.
  2. Added FAQ, shown below:
    1. Question: I lost the link for the Web survey. Would you please email me another one?
    2. Answer: Yes, I can ask our project team to resend you the link. However, if you have some time now, we can go through the survey over the phone.
  3. Revised FAQ, shown below:
    1. Question: Do I have to take part in this survey?
    2. Answer: Your participation in this survey is voluntary. All information that you give in this survey will be held in confidence and is protected by the Privacy Act. Please know that none of your individual answers will be shared with [FACILITY NAME], nor will they know whether or not you participated.

“It is also important that you know that your decision to participate in this survey and your answers to the questions will not affect any health care benefits you receive now or expect to receive in the future.”

You can also skip or refuse to answer any question you don’t feel comfortable with. But we hope you will participate because the feedback you provide will help improve the quality of the care you, and others like you, receive.

  1. Added FAQ, shown below:
    1. Question: [SAMPLE MEMBER] cannot participate in the survey or does not wish to participate in the survey.
    2. Answer: Politely attempt to determine the reason for the refusal – “For my notes, may I ask why he/she cannot participate in the survey / does not wish to participate in the survey?” For example, is the sample member unavailable temporarily (e.g.: sick, on vacation), physically or mentally incapable of responding by telephone or deceased, etc. If appropriate, based on the gatekeeper’s response, politely offer to schedule a call back when the sample member is available. If the gatekeeper is adamant that the sample member does not wish to or cannot participate, but no reason is provided, thank the gatekeeper for their time, end the call, and code the case a 320 – Refusal.
  2. Revised FAQ, as shown below:
    1. Question: Why do you want to know all this personal stuff about me (RACE, AGE, GENERAL HEALTH, etc.) if this is a survey about my outpatient surgery care experiences?
    2. Answer: [No changes]
  3. Added FAQ, shown below:
    1. Question: Probe options for when respondent answers “Yes, Somewhat” instead of “Yes.”
    2. Answer: “Would you say, ‘Yes’ or ‘No?’”

“Thank you for your response. For this question, I have only two answer categories. Would you say, ‘Yes’ or ‘No?’”

  1. Revised the question and answer to include the web survey.
  2. Added FAQ for a scenario involving the web survey or web mode of administration.
  3. Removed section of FAQ about participation not impacting any benefits because that text was removed from the letters to mirror other CMS surveys. When tested, respondents reported that this language about current or future health care benefits not being affected was confusing.
  4. Added FAQ to provide guidance on handling gatekeepers who refuse on behalf of the sample member.
  5. Revised the question to this FAQ to remove the “AGE” variable since the age question has been removed from the survey. No changes were needed to the answer for this FAQ.
  6. Added FAQ to provide guidance with handling a respondent who answers a YES/NO question with “Yes, somewhat.” If the respondent answers “Yes, definitely” or “No,” the interviewer can accept those responses. Since “Yes, somewhat” is in between yes and no, it’s important to probe.

OMB Disclosure Notice

  1. Updated OMB expiration date to November 30, 2024.
  1. Required by OMB.

Example Patient File Layout

  1. Modified information in the Value Labels and Use column for Patient First Name, Patient Middle Initial, and Patient Last Name to remove “mail” from “mail survey materials.”
  2. Added new variable, “Patient Email Address (if available).”
  1. Revised to make description generic for survey materials since patient name is used in both the mail and web survey materials.
  2. Vendors administering either of the web modes should attempt to capture patients’ email address information so they can send the web survey invitation and reminder email messages.

 

 

Spanish materials:

Item

Summary of changes made for 2022 version

Reason for change(s)

Mail questionnaire

  1. The same changes that were made to the English version were made to the Spanish version. See specifics above.
  2. Revised response option 3 in the race question from “Indígena americana o nativa de Alaska” to “Indígena de las Américas o nativa de Alaska.”
  3. Revised response option 11 in the race question from “Nativa de Hawai” to “Nativa de Hawái.”
  1. See specifics listed above for each change in English.
  2. Change in the terminology for “the Americas” (plural) more accurately describes the response option, which refers not only to North American but also Central and South American indigenous peoples.
  3. Added accent for correct spelling in Spanish for “Hawaii.”

Initial mail survey cover letter

  1. The same changes that were made to the English version were made to the Spanish version. See specifics above.
  2. The link to the publicly reported results was updated for Spanish: https://es.medicare.gov/.  
  3. The reference “…llamar al personal de la encuesta a la línea gratuita” was changed to “llamar a [NAME] gratis.”
  1. See specifics listed above for each change in English.
  2. The updated link offers the same website text translated to Spanish to help respondents who do not speak English.
  3. This change was made to mirror the English version of the letter. Previously, the Spanish referred to the survey staff and a different phrase for “toll-free line.”

Second mail survey cover letter

  1. The same changes that were made to the English version were made to the Spanish version. See specifics above.
  2. The link to the publicly reported results was updated for Spanish: https://es.medicare.gov/.  
  3. The reference “…llamar al personal de la encuesta a la línea gratuita” was changed to “llamar a [NAME] gratis.”
  1. See specifics listed above for each change in English.
  2. The updated link offers the same website text translated to Spanish to help respondents who do not speak English.
  3. This change was made to mirror the English version of the letter. Previously, the Spanish referred to the survey staff and a different phrase for “toll-free line.”

CATI script

  1. The same changes that were made to the English version were made to the Spanish version. See specifics above.
  2. Removed “usted” from “¿Diría usted que…” in Q1, Q9, Q11, Q12, Q24,
  3. Revised response option 2 in the race question from “Negro(a) o africano(a) americano(a)” to “Negro(a) o afroamericano(a)”
  4. Revised response option 3 in the race question from “Indígena americana o nativa de Alaska” to “Indígena de las Américas o nativa de Alaska.”
  5. Revised response option 11 in the race question from “Nativa de Hawai” to “Nativa de Hawái.”
  6. Revised response option 1 in (new) Q30B from “Nativa de Hawai” to “Nativa de Hawái.”
  1. See specifics listed above for each change in English.
  2. To reduce unnecessary wordiness and be more consistent, the term “Usted” was removed from these questions. It is not needed because it is already implied by the verb “Diría.”
  3. Revised to be consistent with mail version in Spanish.
  4. Revised to clarify intent of inclusion of indigenous people from all of the Americas, including South, Central and North America.
  5. Corrected spelling with accent on “á.”
  6. Corrected spelling with accent on “á.”

Interviewer FAQs

  1. The same changes that were made to the English version were made to the Spanish version. See specifics above.
  2. Replaced “aplica” with “corresponde” in the FAQ question: “Mi cirugía no fue como paciente externo/ambulatorio porque me tuve que quedar una noche en el hospital/centro. Esta encuesta no me aplica corresponde.”
  1. See specifics listed above for each change in English.
  2. Changed to be consistent with the phrasing used in other FAQs within the document.

OMB Disclosure Notice

  1. The same changes that were made to the English version were made to the Spanish version. See specifics above.
  1. See specifics listed above for each change in English.

 

 

Chinese materials:

Item

Summary of changes made for 2022 version

Reason for change(s)

Mail questionnaire

  1. The same changes that were made to the English version were made to the Chinese versions (Simplified and Traditional). See specifics above.
  2. Throughout questionnaire, changed “facility” references from 医院 to 医疗机构 in Simplified Chinese and from 醫院 to 醫療機構 in Traditional Chinese.
  3. Throughout questionnaire, streamlined font and refined symbols/translation used (where needed).
  4. In Q30 (race question), changed response category #4 – “Asian Indian” from 亚洲人 to亚洲印度裔in Simplified Chinese and亞洲人to 亞洲印度裔 in Traditional Chinese.
  1. See specifics listed above for each change in English.
  2. New translation is more appropriate to cover hospitals and ambulatory surgery centers.
  3. Throughout questionnaire, improved select words/phrases for a clearer understanding for respondents and to maintain consistency.
  4. Corrected translation.

Alternative Instructions for Scannable Questionnaires

  1. Changed “facility” references from 医院 to 医疗机构 in Simplified Chinese and from 醫院 to 醫療機構 in Traditional Chinese.
  1. New translation is more appropriate to cover hospitals and ambulatory surgery centers.

Initial mail survey cover letter

  1. The same changes that were made to the English version were made to the Chinese versions (Simplified and Traditional). See specifics above.
  2. Revised the order of <<First Name>> <<Last Name>> in the greeting, so it now reads: <<Last Name>> <<First Name>>.
  3. Throughout letter, streamlined font and refined symbols/translation used (where needed).
  1. See specifics listed above for each change in English.
  2. The last name, first name order is more natural for Chinese readers.
  3. Throughout letter, improved select words/phrases for a clearer understanding for respondents and to maintain consistency.

Second mail survey cover letter

  1. The same changes that were made to the English version were made to the Chinese versions (Simplified and Traditional). See specifics above.
  2. Revised the order of <<First Name>> <<Last Name>> in the greeting, so it now reads: <<Last Name>> <<First Name>>.
  3. Throughout letter, streamlined font and refined symbols/translation used (where needed).
  1. See specifics listed above for each change in English.
  2. The last name, first name order is more natural for Chinese readers.
  3. Throughout letter, improved select words/phrases for a clearer understanding for respondents and to maintain consistency.

CATI script

  1. The same changes that were made to the English version were made to the Chinese versions (Simplified and Traditional). See specifics above.
  2. Removed 常from Q6 and Q7 in both Simplified and Traditional Chinese.
  1. See specifics listed above for each change in English.
  2. Corrected translation.

Interviewer FAQs

  1. The same changes that were made to the English version were made to the Chinese versions (Simplified and Traditional). See specifics above.
  2. Changed translation for “gatekeeper” in Simplified Chinese and Traditional Chinese.
  3. Throughout FAQs, streamlined font and refined symbols/translation used (where needed).
  1. See specifics listed above for each change in English.
  2. Improved translation of phrase for a clearer understanding for respondents.
  3. Throughout FAQs, improved select words/phrases for a clearer understanding for respondents and to maintain consistency.

OMB Disclosure Notice

  1. The same changes that were made to the English version were made to the Chinese versions (Simplified and Traditional). See specifics above.
  1. See specifics listed above for each change in English.

 

Korean materials:

Item

Summary of changes made for 2022 version

Reason for change(s)

Mail questionnaire

  1. The same changes that were made to the English version were made to the Korean version. See specifics above.
  1. See specifics listed above for each change in English.

Initial mail survey cover letter

  1. The same changes that were made to the English version were made to the Korean version. See specifics above.
  1. See specifics listed above for each change in English.

Second mail survey cover letter

  1. The same changes that were made to the English version were made to the Korean version. See specifics above.
  1. See specifics listed above for each change in English.

CATI script

  1. The same changes that were made to the English version were made to the Korean version. See specifics above.
  1. See specifics listed above for each change in English.

Interviewer FAQs

  1. The same changes that were made to the English version were made to the Korean version. See specifics above.
  1. See specifics listed above for each change in English.

OMB Disclosure Notice

  1. The same changes that were made to the English version were made to the Korean version. See specifics above.
  1. See specifics listed above for each change in English.