Administering the ICH CAHPS Survey while the Sample Patient is at a Dialysis Center
Concern has been raised that some sample patients may not provide or might not feel comfortable providing survey responses that best reflect the dialysis care they receive if they are completing the ICH CAHPS telephone interview while at the sampled facility receiving dialysis. After discussion with CMS, the Coordination Team has added protocol to help telephone and mixed-mode administration vendors handle this situation.
If a sample patient tells a telephone interviewer that he or she is at the dialysis center when the interviewer contacts the patient, the interviewer should not attempt to complete the interview. Instead, the telephone interviewer should make an appointment to call the patient back at a time that is convenient for the patient, but not while the patient is at the dialysis center.
Please contact the ICH CAHPS Coordination Team via email at email@example.com or call (866) 245-8083 if you have any questions.