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Announcements

Updated ICH CAHPS Telephone Scripts Now Available

Aug 3

Written by:
  RssIcon

8/3/2016

When first contacted by telephone, some ICH CAHPS sample patients from CCNs that are phone-only or mixed-mode might begin the telephone interview but for some reason are unable to complete the interview during that call. The ICH CAHPS Coordination Team has added INTRO3 and INTRO4 for telephone interviewers to use when they call sample patients back to complete the interview. Note that Intros 3 and 4 are to be used in a callback to complete the survey with sample patients who answered at least one question in the survey in a previous call and who indicated during that call they are willing to complete the interview later. As you know, patients who began the interview but then refused to continue at a certain point or hung up after the interview began are considered refusals, and should never be called back. These new introductions are for patients who would like to complete the interview but could not during a previous call.

Please note that after reading INTRO3 and INTRO4, the CATI program should skip the telephone interviewer to the first unanswered question in the survey. Updated telephone scripts in both English and Spanish can be found here. The changes below should be implemented for the 2016 Fall Survey.

GO TO INTRO3 IF THIS IS A FOLLOW-UP CALL TO AN INTERVIEW THAT WAS BEGUN IN A PRECEDING CALL. OTHERWISE GO TO INTRO1.

INTRO1     Hello, may I please speak to [SAMPLED MEMBER’S NAME]?
                    IF ASKED WHO IS CALLING
                    This is [INTERVIEWER NAME] calling from [VENDOR]. I’d like to speak to
                    [SAMPLE MEMBER’S NAME] about a study about health care.

                    YES --> [GO TO INTRO 2]
                    NO, NOT AVAILABLE RIGHT NOW --> [SET CALLBACK]
                    NO --> [REFUSAL] [GO TO Q_REF SCREEN]
                    MENTALLY/PHYSICALLY INCAPABLE --> [GO TO Q_END AND CODE AS MENTALLY/PHYSICALLY
                    INCAPABLE]

 

INTRO2    Hello, this is [INTERVIEWER NAME] calling from [VENDOR]. [ICH Facility Name] is taking part in a national survey to learn more about the quality of care patients receive from their hemodialysis center. Your name was selected at random from among people who receive in-center hemodialysis care by the Centers for Medicare & Medicaid Services to participate in this survey. The Medicare program and dialysis centers will use survey results to help improve the quality of hemodialysis care they provide.

Your participation in this survey is voluntary and will not affect your health benefits in any way. Your answers to the survey will be held in confidence and are protected by the Privacy Act. You can choose to answer any or all of the survey questions.

This interview will take about 16 minutes to complete. Please note that this call may be monitored or recorded for quality improvement purposes.

                   1     BEGIN INTERVIEW (VERBAL CONSENT) --> [GO TO Q1]
                   2     NO, NOT RIGHT NOW --> [SET CALLBACK]
                   3     NO [REFUSAL] --> [GO TO Q_REF SCREEN]

 

INTRO3    USED ONLY IF CALLING SAMPLE PATIENT BACK TO COMPLETE A SURVEY THAT WAS BEGUN IN A PREVIOUS CALL. NOTE THAT THE PATIENT MUST HAVE ANSWERED AT LEAST ONE QUESTION IN THE SURVEY IN A PRECEDING CALL.
                   Hello, may I please speak to [SAMPLE MEMBER’S NAME]?

                   IF ASKED WHO IS CALLING:
                   This is [INTERVIEWER NAME] calling from [VENDOR]. I’d like to speak to [SAMPLE MEMBER’S NAME]
                   about a study about health care.

                      YES, SAMPLE PATIENT IS AVAILABLE AND ON PHONE NOW --> [GO TO INTRO 4]
                      NO, NOT AVAILABLE RIGHT NOW --> [SET CALLBACK]
                      NO --> [REFUSAL] [GO TO Q_REF SCREEN]
                      MENTALLY/PHYSICALLY INCAPABLE --> [GO TO Q_END AND CODE AS
                      MENTALLY/PHYSICALLY INCAPABLE]

 

INTRO4    Hello, this is [INTERVIEWER NAME] calling from [VENDOR]. I am calling to continue the survey that we started in a previous call, regarding the hemodialysis care that you receive from [ICH FACILITY NAME]. I’d like to continue with that survey now.

                    1    CONTINUE WITH INTERVIEW AT FIRST UNANSWERED QUESTION
                    2    NO, NOT RIGHT NOW --> [SET CALLBACK]
                    3    NO --> [REFUSAL] [GO TO Q_REF SCREEN]

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.