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Announcement

"Say Yes" Phone Scam FAQ for Telephone Interviewers
folder_openSurvey Specifications and Guidelinescalendar_todayPosted March 8, 2022

The purpose of this announcement is to provide guidance on how telephone interviewers can help respondents feel more comfortable answering the OAS CAHPS Survey questions via telephone mode. When a respondent is concerned about saying the word "yes" for fear of being scammed, it can be difficult to complete the survey questions. Therefore, CMS is issuing a new Frequently Asked Question (FAQ) that interviewers can use to address a respondent's concern.

"I'm concerned the survey might be a "scam."

NOTE: IF A NOTIFICATION LETTER WAS SENT IN ADVANCE, REMIND THE RESPONDENT THAT A LETTER EXPLAINING THE SURVEY, WAS MAILED TO THEM FROM <FACILITY NAME>.

I understand your concern, just as a reminder, this survey is being done on behalf of <FACILITY NAME> and they would like to get your input on your recent procedure. If you are more comfortable, you can tell me the number that fits your answer. For example, say 1 for "Yes, definitely," 2 for "Yes, somewhat," or 3 for "No." When we get to questions that ask for a Yes/No answer, I will remind you to choose 1 for "Yes" and 2 for "No." Let's try this again with the first question. PROCEED WITH THE NEXT QUESTION AND READ THE RESPONSE OPTIONS AS DESCRIBED ABOVE.

Spanish and Chinese translations of this FAQ will be available in the standalone documents on the "Survey Materials" webpage soon.

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.