Planning for CAHPS 2018

It’s time to start planning for HEDIS and Medicare CAHPS!

CAHPS^® continues to grow in importance to health plans and to consumers. Several factors should be considered as plans begin preparing for CAHPS in order to optimize cost, survey administration, and outcomes.

Here’s our CAHPS Planning Checklist to help you start planning now.

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2018 CAHPS Planning Checklist

  CAHPS Surveys to Administer

SPH can provide samples of multiple CAHPS survey questionnaires and, more importantly, help you determine which surveys are needed to meet your internal QI and/or external reporting and compliance needs.

HEDIS and Medicare CAHPS Surveys include:

HEDIS (Commercial and Medicaid) CAHPS Survey

• HEDIS 2018 CAHPS 5.0H Adult Commercial Survey
• HEDIS 2018 CAHPS 5.0H Adult Medicaid Survey
• HEDIS 2018 CAHPS 5.0H Child Version Survey with CCC, Commercial – For Children with Chronic Conditions
• HEDIS 2018 CAHPS 5.0H CHILD without CCC, Commercial – For Children without Chronic Conditions
• HEDIS 2018 CAHPS 5.0H Child Version Survey with CCC, Medicaid – For Children with Chronic Conditions
• HEDIS 2018 CAHPS 5.0H CHILD without CCC, Medicaid – For Children without Chronic Conditions

Medicare (MA & PDP) CAHPS Survey

• Medicare Advantage without prescription drug plan (MA Only) CAHPS Survey
• Medicare Advantage with prescription drug plan (MA/PD) CAHPS Survey
• Stand Alone Medicare prescription drug plan (PDP) CAHPS Survey
• Custom Questions

SPH can help you review and select custom questions for additional insight or member feedback needed beyond core CAHPS survey questions. We provide a list of custom question options by topic. We will also guide you regarding the types of questions allowed by reporting authorities.

• Consider additional insights your plan hopes to obtain when selecting custom questions.
• A maximum of 12 custom questions are allowed.
• Questions must be placed at the end of the survey.
• Questions should be submitted (to NCQA/CMS) for review and approval. Custom questions approved in the past will not necessarily be approved this year.

 
  Custom Questions

SPH can help you review and select custom questions for additional insight or member feedback needed beyond core CAHPS survey questions. We provide a list of custom question options by topic. We will also guide you regarding the types of questions allowed by reporting authorities.

• Consider additional insights your plan hopes to obtain when selecting custom questions.
• A maximum of 12 custom questions are allowed.
• Questions must be placed at the end of the survey.
• Questions should be submitted (to NCQA/CMS) for review and approval. Custom questions approved in the past will not necessarily be approved this year.

  CAHPS Oversampling

Plans have the option to oversample. Depending on your objectives, SPH can help you determine if oversampling, and how much, is right for your plan.

• An oversample is a randomly generated sample pulled from the eligible population.
• All returns from both the core and oversample will be included in submissions.
• To maximize segmentation and comparative data, SPH recommends oversampling.

  Augmenting the Sample

Augmenting the sample allows the plan to identify a separate subset of plan members to be sampled by SPH in addition to the regulatory CAHPS survey sample required. SPH can provide guidance on how to enhance the research value and cost effectiveness of CAHPS survey administration by augmenting the CAHPS sample.

• Health plans may choose to augment their sample by pulling an additional, but separate, random or stratified sample of members.
• For internal purposes only, augments can help determine how certain subsets of the member population, provider network, etc. are performing.
• Survey administration and data collected through an augment sample is managed separately and will not be included in submissions.
• Important Note: Augmenting the Medicare CAHPS sample using a stratified methodology is not permitted. To measure performance for quality improvement initiatives, SPH recommends fielding our Medicare CAHPS simulation study during regulatory off-season where you may use a stratified sample of members.

  Reporting and Analysis

SPH delivers a comprehensive report with full analysis for valuable information and insights. Our online reporting throughout data collection and in-depth guided analytics help identify key areas of focus for highly targeted improvement initiatives.

• Select a vendor that can provide comprehensive reporting and analysis of results to help you gain valuable insight into your members’ experiences and perceptions.
• Plans should be able to track results throughout survey administration for current survey returns, demographics, and key item scores with trending and benchmarking.
• Reporting features to consider include benchmarking, trending, segmentation analysis, and analysis of plan and/or industry comparison.

  Contracting

SPH has developed our contracting process to be as seamless and efficient as possible while giving clients the ability to select from several options to gain the most value possible from CAHPS based on their plan’s needs.

• Start the process with a conversation with a representative who will listen and review each of the areas listed above to ensure contracting will meet your plan’s specific goals.
• Consider contracting for other projects to meet additional objectives and/or complement CAHPS, such as CAHPS Drill-Down/Simulation Surveys, Call Center Satisfaction Surveys, and Care Gap Outreach. SPH can help you select a Value Service Package for added convenience and cost-savings.
• A multi-year agreement with an accredited and reliable survey vendor can help you plan for the future while reducing some of the repetitive contracting details. Ask SPH about our multi-year agreements to save you time and money.

  Additional Insight and Guidance

Some plans need additional guidance interpreting survey results and addressing concerns. SPH’s Performance Improvement Consulting Services can help you understand survey results and develop a plan of action to increase performance and scores/ratings.

• Seek an experienced consultant(s) with an extensive background in healthcare quality improvement to:
• Objectively evaluate plan strengths/weaknesses and their impact on performance, scores, and ratings
• Provide recommendations and action plans for improvement
• Develop a process to track and measure improvement.

Trust the Experts

There’s much to consider as you begin planning for CAHPS. As an NCQA-Accredited HEDIS CAHPS Survey Vendor and a CMS-Approved Medicare CAHPS Survey Vendor with more than two decades of experience, SPH can provide guidance and expertise. We’ll help you review your options to ensure you make the most of CAHPS. Contact us today and let us help you gain the most value possible from CAHPS 2018!

Additional Resources:

• Webinar Recording: Improving CAHPS with Simulation and Drill-Down Surveys
• Improving CAHPS Scores – Part 1
• Improving CAHPS Scores – Part 2
• CAHPS Simulation and Drill Down Surveys

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).