Medicare Advantage and Prescription Drug Plan CAHPS® Survey

Quality Assurance

Quality Assurance

MA & PDP CAHPS Technical Corrections and Clarifications

Subsequent to the production of the MA & PDP CAHPS Survey Quality Assurance Protocols & Technical Specifications V11.0 (QAP&TS V11.0), it has been determined that there are specific items that require content corrections and clarifications. Three new questions regarding COVID-19 vaccines and testing were added in the Frequently Asked Questions for Customer Support Appendix E (English) and E-1 (Spanish). View or download the March 2021 version of the MA & PDP CAHPS Technical Corrections and Clarifications document.

Quality Assurance

The 2021 Medicare Advantage and Prescription Drug Plan CAHPS Survey administration protocols are contained in the Medicare Advantage and Prescription Drug Plan CAHPS Survey Quality Assurance Protocols & Technical Specifications V11.0 (QAP&TS V11.0) manual.

View or download the Quality Assurance Protocols & Technical Specifications V11.0

MA & PDP CAHPS 5 Call Attempts Protocol Clarification

The MA & PDP CAHPS Survey project team has clarified the guidance regarding dialing multiple phone numbers and the 21 day rule for call attempts. The guidance has been revised to include a new example regarding the timing of attempts. 

View or download the 5 Call Attempts Protocol Clarification.

Chinese Translation of the MA & PDP CAHPS QAP&TS V11.0 Frequently Asked Questions for Customer Support (FAQs) Has Been Updated 3/10/21

CMS has provided a Chinese translation of the FAQs for Customer Support for vendors administering the MA & PDP CAHPS Survey in Chinese.

View or download the Chinese Frequently Asked Questions for Customer Support

Korean Translation of the MA & PDP CAHPS QAP&TS V11.0 Frequently Asked Questions for Customer Support (FAQs) Has Been Updated 3/10/21

CMS has provided a Korean translation of the FAQs for Customer Support for vendors administering the MA & PDP CAHPS Survey in Korean.

View or download the Korean Frequently Asked Questions for Customer Support

Tagalog Translation of the MA & PDP CAHPS QAP&TS V11.0 Frequently Asked Questions for Customer Support (FAQs) Has Been Updated 3/10/21

CMS has provided a Tagalog translation of the FAQs for Customer Support for vendors administering the MA & PDP CAHPS Survey in Tagalog.

View or download the Tagalog Frequently Asked Questions for Customer Support

Vietnamese Translation of the MA & PDP CAHPS QAP&TS V11.0 Frequently Asked Questions for Customer Support (FAQs) Has Been Updated 3/10/21

CMS has provided a Vietnamese translation of the FAQs for Customer Support for vendors administering the MA & PDP CAHPS Survey in Vietnamese.

View or download the Vietnamese Frequently Asked Questions for Customer Support

Note: The Spanish FAQs can be found in Appendix E-1 of the MA & PDP CAHPS QAP&TS V11.0. The Spainsh FAQs have been updated in March 2021 to include three new FAQs regarding COVID-19 vaccines and testing. Please view the update in the March 2021 Technical Corrections and Clarifications file at the top of this page

MA & PDP CAHPS Summary of Updates

The MA & PDP CAHPS Survey Quality Assurance Protocols & Technical Specifications V11.0 (QAP&TS V11.0) Summary of Updates document is a reference tool that highlights the major changes from the QAP&TS V10.0 to V11.0. This document is not a substitute for reviewing the MA & PDP CAHPS QAP&TS V11.0 in its entirety.

View or download the MA & PDP CAHPS Survey Summary of Updates from V10.0 to V11.0.

Click here to see the MA & PDP CAHPS Survey Quality Assurance Protocols & Technical Specifications V10.0 that applied to 2020 survey administration.

2021 Data Collection Schedule

The basic tasks and timing for conducting the 2021 MA & PDP CAHPS Survey are summarized below. Survey vendors are required to adhere to the data collection schedule as outlined and may not depart from or modify this schedule in any way.

 

 Pre-Data Collection Tasks

Task

Date

Time Frame in Survey Field Period

Survey vendors must complete and email a Vendor Access to MA & PDP CAHPS Data Warehouse Form to MA-PDPCAHPSTECHSUPPORT@rand.org

11/12/2020

-112 days

Survey vendors must submit English mail survey materials and English MA-PD CATI screenshots to the MA & PDP CAHPS Survey Project Team via MA-PDPCAHPS@hsag.com

11/24/2020

-100 days

Survey vendors provide toll-free customer support telephone numbers for inclusion in pre-notification letter. (Toll-free number to be used for 2021 customer support must be provided to MA-PDPCAHPS@hsag.com. CMS will generate customized pre-notification letter for each vendor at a later date that includes the telephone number provided.) 

12/2/2020

-92 days

Plan request for contract-level oversample. (Authorized contract staff submit a web-based request in which they select the desired contract then enter the size of the requested oversample.)

12/2/2020

-92 days

Plan must complete the web-based survey vendor authorization process to designate a survey vendor for each contract eligible for the 2021 MA & PDP CAHPS Survey

12/2/2020

-92 days

Survey vendors must submit any supplemental questions for approval

12/3/2020

-91 days

Survey vendors must submit Spanish (and Chinese, Korean, Tagalog, and Vietnamese, if applicable) mail survey materials to the MA & PDP CAHPS Survey Project Team via MA-PDPCAHPS@hsag.com

12/15/2020

-79 days

Survey vendors must complete and submit a new DUA or update existing DUA to CMS and provide a confirmation to the MA & PDP CAHPS Technical Assistance email (MA-PDPCAHPS@hsag.com). Subcontractors that see beneficiary-level data (e.g., name, address, telephone number) must also have a DUA Addendum in place with CMS.

1/5/2021

-58 days

Survey vendors must submit QAP to the MA & PDP CAHPS Survey Project Team via MA-PDPCAHPS@hsag.com

1/5/2021

-58 days

 

Data Collection Tasks

Survey Vendor Task

Date

Time Frame in Survey Field Period

Vendors download 2021 sample file

2/11/2021

-21 days

Mail out a pre-notification letter to all sampled members one week before the first survey questionnaire mailing

3/4/2021

day 1

Customer support telephone center opens (Toll-free telephone number required)

3/5/2021

days 2-86

Mail-out of the first questionnaire with cover letter within one week of the pre-notification letter. Begin inbound CATI protocol.

3/10/2021 – 3/11/2021

days 7-8

Mail-out of second mailing of questionnaire with cover letter to all non-respondents within four weeks after first mailing

3/31/2021 – 4/1/2021

days 28-29

Initiate telephone follow-up by computer-assisted telephone interviews (CATI) for all non-respondents to the mail survey (First attempt must occur during this time)

4/21/2021 – 4/27/2021

days 49-55

Submit interim data files to CMS (RAND). Survey vendors may begin to submit data on 4/27/2021 but must have an interim data file submitted, and deemed to be fully correct and accepted, by 4/29/2021. No interim submission of MMP data is required.

4/27/2021 – 4/29/2021

 

days 55-57

Conduct additional telephone attempts by CATI according to the following specifications:

  • Call attempts must occur in three different calendar weeks
  • Call attempts must be scheduled at different times of the day and on different days of the week

The 5th call attempt must occur no sooner than 21 days after the 1st call attempt, if a 5th call attempt is necessary

4/28/2021 – 5/28/2021

days 56-86

Survey vendors must submit the Vendor Report of Outbound CATI to the MA & PDP CAHPS Survey Project Team via MA-PDPCAHPS@hsag.com

4/30/2021

day 58

Cutoff date for returned mail surveys

5/28/2021

day 86

Customer support toll-free line closes

5/28/2021

day 86

Outbound telephone interviewing ends

5/28/2021

day 86

Submit final MA & PDP CAHPS data files to CMS approximately 2 weeks after close of data collection via the Data Submission Web site provided by the RAND Corporation. Data can be submitted as early as 6/15/2021 but vendors must have a final data file submitted, and deemed to be fully correct and accepted, by 6/17/2021.

6/15/2021 – 6/17/2021

days 104-106

 

Vendors serving MMP contracts submit the data from the fixed set of national MMP supplemental items approximately three weeks after the close of data collection via the Data Submission Web site provided by the RAND Corporation. Data can be submitted as early as 6/22/2021 but vendors must have a final data file submitted, and deemed to be fully correct and accepted, by 6/24/2021.

6/22/2021 – 6/24/2021

days 111-113

 

 

This page was last modified on 3/10/2021