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News & Member Events: Hospice News

Hospice providers get high marks on CMS satisfaction surveys, but do they reflect reality?

Thursday, April 12, 2018   (0 Comments)
Posted by: Katherine Lally
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Interim HealthCare has a hard time getting the family members of its hospice patients to complete the CMS' experience survey. 

The Lubbock, Texas-based provider works with a third-party vendor to distribute the surveys by mail to families after their loved ones have passed away. But Interim considers itself lucky when just 25% of family members take the time to complete and mail back the survey. 

"If we send out 30 surveys and we get five surveys back, there is no telling what the responses will be. Are the five great? Are three bad? It's a crapshoot," said Jennifer Bullard, executive vice president for Interim's Texas and New Mexico division, which operates 14 hospice sites. 

Interim is one of more than 4,000 hospice providers across the country required by the CMS since 2015 to send out the Consumer Assessment of Healthcare Providers and Systems Hospice Survey to family members or risk a 2% Medicare payment cut. 

The requirement is part of the larger Hospice Quality Reporting Program mandated under the Affordable Care Act in an effort to move the sector to value-based payment. Along with the CAHPS hospice survey, the CMS program requires hospices to publicly report data on quality measures. 

In late February, the CMS for the first time posted findings on Hospice Compare from the CAHPS hospice surveys, which were gathered from April 2015 to March 2017. 

For the rest of the article and results click here.

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