Updated ICH CAHPS Telephone Scripts Now Available
folder_openChanges to Survey Materialscalendar_todayPosted January 18, 2017

Please note that the Coordination Team has made some minor changes to the ICH CAHPS Survey Telephone Scripts. The changes and the reasons for the changes are described below. ICH CAHPS Survey vendors should note that these changes must be made in their CATI systems before the 2017 Spring Survey begins (and they should begin using them in the 2017 ICH CAHPS Spring Survey).

1. Added the phrase “Would you say” to Question 16: During site visits to survey vendors, the Coordination Team noticed that some respondents used one of the response options in the “Never” to “Always” scale when they answered Q16. Because the Never to Always scale is used in most of the questions that precede Q16, the respondent assumed that the same scale would be used in Q16. To address this issue, we have added the phrase “Would you say…” at the end of Q16, and changed the “Yes” and “No” response options to lower case, which means that the interviewer should read the response options for Q16 to the respondent. This change should help respondents realize that the response options for Q16 is different from those in the preceding series of questions.
2. Q59a: We have added the M (MISSING/DK) response option in the telephone script for this follow-up question. This code should be entered in the XML for this question if the respondent refused to answer this question or gave a “don’t know” response.
3. Q59b: We have added the M (MISSING/DK) response option in the telephone script for this follow-up question. This code should be entered in the XML for this question if the respondent refused to answer this question or gave a “don’t know” response.