Hospice Consumer Assessment of Healthcare Providers and Systems (CAHPS) Survey

Professional Research Consultants, Inc., (PRC) is proud to be approved by the Centers for Medicare and Medicaid Services (CMS) as a Hospice CAHPS survey partner.

Why choose PRC?

PRC empowers healthcare organizations to become the best possible places for patients to be treated, physicians to practice medicine, and employees to work. Thousands of organizations turn to PRC for comprehensive custom research and consulting solutions that help them sustain a culture of excellence and drive continuous process improvements and growth.

PRC and The Institute for Healthcare Excellence offer a suite of research and consulting solutions collaboratively tailored to enhance relationship-centered care, improve performance, address caregiver burnout, and restore joy to the practice of medicine.  

PRC pioneered accurate, timely, and reliable telephone research. Telephone surveys reduce lag time, engage respondents directly, and reach a representative cross-sample of the targeted population. They also generate the highest completion rates. PRC’s interviewers are trained professionals who know how to build relationships over the telephone.

PRC’s EasyView.com© applications empower clients to create customized reports to shape the story the data reveal. These powerful tools and the training to use them are provided at no cost.

PRC can accommodate for the needs of individual hospices. PRC will gladly incorporate supplemental questions to meet hospice research goals. Additionally, PRC is prepared to handle data from any major electronic medical record (EMR) company and can cater the transmission schedule to their capabilities.

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Click image to open Hospice CAHPS brochure

How is the government involved in this survey?

Over the first 14 years of the new millennium, the size of the U.S. hospice industry increased by 400 percent, with more than 65 percent of Americans receiving hospice care during the final stage of life (Huffington Post, 2014) and 1.6 million people a year benefiting from some kind of hospice care. (Forbes, 2013) Seeing this trend in the works, the Affordable Care Act of 2010 created the Hospice Quality Reporting Program (HQRP) to establish quality reporting requirements for hospice care.

Part of the Hospice Quality Reporting Program required Medicare-certified hospices with more than 50 eligible decedents (deceased hospice patients) in 2014 to participate in the Hospice CAHPS survey starting in January 2015. “Eligible decedents” include people at least 18 years of age who died at least 48 hours after their last admission to hospice care. To be eligible, decedents also must have a caregiver of record, who is someone other than a non-familial legal guardian who has a U.S. or U.S. Territory home address.

The law calls for hospice care providers to contract with and provide sampling data to a CMS-approved vendor, such as PRC, for survey administration every month. The Hospice CAHPS® Survey is an experience of care survey, which means that it collects information about the experiences of hospice patients, as well as caregivers’ perceptions of the care that was provided.

The purposes of the survey are to:

• Provide standardized information about perceptions of the care that was delivered to deceased hospice patients from the points of view of the patients themselves and their caregivers.

• Make it easier for consumers to compare the quality of care provided by different hospices using measurements that are important to consumers.

• Create incentives for hospices to improve quality of care by enhancing accountability and increasing transparency.

How does this process work?

To allow caregivers to grieve the loss of their loved ones, CMS incorporated a two-month delay into the survey process. The experts and stakeholders that CMS consulted confirmed that a two-month delay in data collection would be appropriate.

For this program, hospice agencies are expected to send patient records to PRC on a monthly basis. PRC confirms eligibility of these decedents and caregivers before sampling according to the volume. For example, PRC holds records from January until the caregiver can be contacted in April. Data collection proceeds for six weeks after that initial contact. PRC is happy to administer the Hospice CAHPS survey through either two mailings or up to five telephone attempts. PRC will submit the data to CMS on a quarterly basis. However, aggregate results can be retrieved from PRCEasyView.com® at any time.

What does Hospice CAHPS measure?

The 47-question survey assesses:

Hospice Team Communication
Getting Timely Care
Treating Family Members with Respect
Getting Emotional and Religious Support
Getting Help for Symptoms
Getting Hospice Care Training
Overall Rating of Hospice
Likelihood to Recommend

Let PRC help

The trend toward hospice care continues as the population ages and lifespans increase. In fact, the National Hospice and Palliative Care Organization reported in 2013 that many families said they wished they had placed their loved ones in hospice care earlier to make their passing more comfortable. More than 60 percent of hospice patients received care for 29 or fewer days.

As hospice care becomes more prevalent, count on PRC to help navigate government requirements while providing actionable insights that can lead to improved performance.

To learn more contact PRC. Or click on the image below to view PRC’s Hospice CAHPS webcast:

PRC Webcast Hospice CAHPS What You Need To Know

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