Sample Patient Calls to the ICH CAHPS Coordination Team’s Toll-Free Telephone Number
folder_openOther Announcementscalendar_todayPosted March 30, 2015

Since survey vendors mailed the prenotification letter to sample patients in the ICH CAHPS Spring Survey sample on March 24, 2015, the ICH CAHPS Coordination Team has received a number of telephone calls on the project’s toll-free telephone number from sample patients calling about their Medicare benefits or complaints about the hemodialysis care they receive. Please note that the Coordination Team’s toll-free number is for use by ICH CAHPS Survey vendors and ICH facilities only.

ICH CAHPS Survey vendors must not give the ICH CAHPS Coordination Team’s toll-free telephone number to any patients who call your organization. If sample patients call your organization with questions or complaints about Medicare benefits, payments, coverage issues or about the quality of hemodialysis care they receive, ICH CAHPS Survey vendors must provide the sample patient with Medicare’s toll-free helpline number (1-800-MEDICARE) and the toll-free telephone number of the ESRD Network that serves the area in which the sample patient lives. Please make sure that your customer support staff are providing the correct telephone numbers to patients who call your organization. Also please make sure that you include your organization’s ICH CAHPS toll-free telephone number in the mail survey cover letters being sent to ICH CAHPS sample patients.

Please contact the ICH CAHPS Survey Coordination Team at 1-866-245-8083 or via email at ichcahps@rti.org if you have any questions.