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NRC Health has been involved with the Center for Medicare and Medicaid Services (CMS) Consumer Assessment of Healthcare Providers and Systems (CAHPS) programs since the beginning, participating in the very first CAHPS program for health plans. We bring innovative strategies to our CAHPS programs to provide value to all healthcare stakeholders.

Not only will you meet CMS requirements on specific CAHPS programs, but you will also be equipped with the knowledge you need to improve your customer experience—faster. Click on a specific CAHPS program below to read more about NRC Health’s offerings.

Learn More: To learn more about our solutions, please contact us or call 1-800-388-4264.

The Hospital CAHPS survey is designed to provide feedback from patient experiences that is standardized to allow easy comparisons of hospitals across the United States. Results are reported publicly, allowing consumers to learn from other patients’ perspectives and make informed decisions when selecting the best hospital for their own care.

HCAHPS is a requirement of the Hospital Inpatient Prospective Payment System (IPPS) and must be conducted by an approved survey vendor. NRC Health administers the HCAHPS Survey via mail, phone, and mixed mail and phone in a variety of languages with a focus on diligently adhering to CMS guidelines.

High quality HCAHPS service ensures our partner hospitals have positive relationships with CMS, accurate representations of their quality of care, and provides a solid foundation for learning about patient perceptions and opportunities for growth.

The Next Generation Accountable Care Organization (ACO) Model was created to allow ACOs to take on more financial risk for greater reward than offered through the Shared Savings Program (SSP). The CAHPS for ACOs survey measures patient experiences with provider groups to evaluate performance.

NRC Health administers the CAHPS for ACOs Survey via mixed telephone and mail methodology per CMS guidelines. The Next Generation ACO Model will conclude after 2021. NRC Health is pleased to provide continued support to SSP ACOs through the CAHPS for MIPS Survey.

Designed to evaluate clinician performance and promote improved quality and value in healthcare, the CAHPS for Merit-based Incentive Payment System (MIPS) Survey is a way for clinicians to participate in the Quality Payment Program and for Shared Savings Program Accountable Care Organizations (SSP ACOs) to report through the Alternative Payment Model Performance Pathway. Organizations must administer the CAHPS for MIPS Survey through a CMS-approved survey vendor and will earn a performance-based Medicare payment adjustment.

NRC Health administers the CAHPS for MIPS Survey via mixed telephone and mail methodology per CMS guidelines, offering our customers a seamless experience gathering this valuable feedback and providing insight into opportunities to improve the patient experience.

Home health agencies are familiar with the national implementation of the HHCAHPS survey by CMS. Public reporting began in 2012 and failure to comply by eligible agencies means a 2% reduction in the Annual Payment Update reimbursement rate. And performance-based payment may be right around the corner—meaning that soon your HHCAHPS scores are likely to impact your reimbursement rate.

NRC Health makes HHCAHPS administration easy, provides meaningful and user-friendly reports, and offers a proactive approach to helping your organization drive improvement. Our leadership and expertise are proven to pay off in higher HHCAHPS scores for the organizations that work with us. NRC Health HHCAHPS clients outperform national benchmarks in publicly reported measures.

Evaluating the experiences that families and children have when a child stays overnight in the hospital is critical to understanding quality of care. Since patient-centeredness is a direct component of healthcare quality, it makes sense that NRC Health plays an integral role in the development of the Child HCAHPS survey.

Child HCAHPS (formerly Pediatric HCAHPS) is funded by the federal Agency for Healthcare Research and Quality (AHRQ) and CMS. The survey will be part of the CAHPS portfolio of instruments, which are developed and maintained by a team of prominent research organizations under the auspices of the AHRQ.

The Consumer Assessment of Healthcare Providers and Systems Outpatient and Ambulatory Surgery Survey is designed to measure the experiences of care for patients who visited a Medicare-certified hospital outpatient department (HOPD) or ambulatory surgery center (ASC) for a surgery or procedure.  Voluntary participation began in 2016 but participation will be mandatory starting with January 2018 surgeries/procedures.  HOPDs and ASCs must partner with a CMS-certified vendor.  Public reporting is estimated to begin in January 2018 and will include patients who received services in July 2016-June 2017.

By gathering feedback from family and caregivers after a patient has passed, the CAHPS Hospice Survey is designed to measure the quality of care patients received in the final stages of life. Results let hospices identify opportunities for improvement and help patients make informed decisions about their care.

Participation through an approved vendor is required by CMS. NRC Health partners with hospice organizations to field the CAHPS Hospice Survey through mail, phone, or mixed mail and phone methodology to ensure compliance with CMS guidelines and gain insight into the experiences of this valued population.

In-Center Hemodialysis CAHPS (ICH CAHPS) is a relatively new required mandate from CMS. As a CMS-approved and Renal Services Exchange preferred vendor, NRC Health is prepared to help you assess the patient experience in your dialysis facilities and compare your organization to others in your region, state, and across the country.

CMS requires each in-center hemodialysis facility serving more than 30 patients to contract with a CMS-approved survey vendor to administer the ICH CAHPS Survey. Organizations will have 2% of their annual Medicare reimbursement at risk if they don’t participate and meet certain performance thresholds.

Primary Care First (PCF) Patient Experience of Care Survey (PECS) is a voluntary, 5-year alternative CMS payment model that rewards value and quality by offering innovative payment model structures to support delivery of advanced primary care. Clinical quality, utilization, and patient experience survey measures are used to assess the quality-of-care delivery by participating PCF practice sites and determine performance-based payment adjustments.

Per CMS procedure, NRC Health administers the survey using a mixed-mode methodology of postcards, questionnaire mailings, and telephone outreach. The PCF PECS is a required component of the annual quality gateway that is assessed for all PCF practices as part of the performance-based adjustment.