ICH CAHPS Survey Requirements – Use of Automated Dialing Systems
This email serves to remind ICH CAHPS Survey vendors who use telephone interviewing systems that have auto-dialing capability that they must follow all FCC-required procedures as described on page 54 of the ICH CAHPS Survey Administration and Specifications Manual, V 4.0. We have copied those procedures below for your reference.
- Predictive or automatic dialers are permitted, as long as they are compliant with Federal Trade Commission (FTC) and Federal Communications Commission (FCC) regulations, and as long as respondents can easily interact with a live interviewer.
- FCC regulations prohibit auto-dialing of cell phone numbers. Therefore, cell phone numbers need to be identified in advance to allow the vendor to treat cell phone numbers in a way that complies with FCC regulations. It is the vendors' responsibility to familiarize themselves with all application state and federal laws and abide by those accordingly in regard to calling cell phone numbers.
Please note that it is the vendor's responsibility to obtain from an external source an up-to-date list of cell phone numbers (and any land line numbers which have been ported to cell phone). The external source must be compared to the phone numbers of the sampled patients to identify any phone numbers that are cell phones.
For more information about Federal Trade Commission and Federal Communications Commission regulations, please visit https://www.ftc.gov/ and https://www.fcc.gov/.
Please contact the ICH CAHPS Coordination Team via email at email@example.com or call (866) 245-8083 if you have any questions.