ICH CAHPS: What to Do About Requests for Alternate Formats/Modes of the ICH CAHPS Survey
folder_openChanges to Survey Materialscalendar_todayPosted April 20, 2023

Dear ICH CAHPS Survey Vendors:

Based on general feedback that CMS has recently received from CAHPS’ sample members, CMS and the Coordination Team want to clarify what ICH CAHPS vendors should do if they receive requests from sample patients to complete the survey in an alternate format.

Should an ICH CAHPS Survey vendor receive a request from a sample patient to receive the survey in an alternate format or mode due to an accessibility issue, such as a request to receive a large-print questionnaire due to a vision disability, a mail-only vendor to conduct the survey over the phone for a blind respondent, or for a phone-only vendor to send a mail survey to a deaf or hard-of-hearing respondent, please contact the Coordination Team for guidance on how to proceed. The Coordination Team will work with vendors who receive any such requests to identify the appropriate next steps to accommodate the request.

Ultimately, CMS would like to stress to the vendors the importance of being both sensitive and accommodating, where possible, to the needs of our survey participants when it comes to how they can best complete the ICH CAHPS Survey.

We appreciate your help with this important matter! If you have any questions, please don’t hesitate to reach out to the Coordination Team at

The ICH CAHPS Coordination Team