Notice2022-12501
Submission for Review: CAHPS Enrollee Survey 3206-0274-RENEWAL
Primary source
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Published
June 10, 2022
Issuing agencies
Personnel Management Office
Abstract
The Office of Personnel Management (OPM) offers the general public and other Federal agencies the opportunity to comment on a proposed information collection (ICR) 3206-0274, Consumer Assessment of Healthcare Providers and Systems (CAHPS[supreg]). As required by the Paperwork Reduction Act of 1995, as amended by the Clinger-Cohen Act, OPM is soliciting comments for this collection. The information collection was previously published in the Federal Register on February 25, 2022 allowing for a 60-day public comment period. OPM received twenty-nine comments in response to this information collection. The organizations that submitted comments are the American Association of Nurse Practitioners and the Association of Federal Health Organizations (AFHO). The comments and OPM's responses are in the table.
Full Text
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<title>Federal Register, Volume 87 Issue 112 (Friday, June 10, 2022)</title>
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[Federal Register Volume 87, Number 112 (Friday, June 10, 2022)]
[Notices]
[Pages 35576-35580]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2022-12501]
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OFFICE OF PERSONNEL MANAGEMENT
Submission for Review: CAHPS Enrollee Survey 3206-0274-RENEWAL
AGENCY: Office of Personnel Management.
ACTION: 30-Day notice with request for comment.
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SUMMARY: The Office of Personnel Management (OPM) offers the general
public and other Federal agencies the opportunity to comment on a
proposed information collection (ICR) 3206-0274, Consumer Assessment of
Healthcare Providers and Systems (CAHPS[supreg]). As required by the
Paperwork Reduction Act of 1995, as amended by the Clinger-Cohen Act,
OPM is soliciting comments for this collection. The information
collection was previously published in the Federal Register on February
25, 2022 allowing for a 60-day public comment period. OPM received
twenty-nine comments in response to this information collection. The
organizations that submitted comments are the American Association of
Nurse Practitioners and the Association of Federal Health Organizations
(AFHO). The comments and OPM's responses are in the table.
DATES: Comments are encouraged and will be accepted until July 11,
2022. This process is conducted in accordance with 5 CFR 1320.1.
ADDRESSES: Written comments and recommendations for the proposed
information collection should be sent within 30 days of publication of
this notice to <a href="http://www.reginfo.gov/public/do/PRAMain">www.reginfo.gov/public/do/PRAMain</a>. Find this particular
information collection by selecting, ``Currently under 30-day Review--
Open for Public Comments'' or by using the search function.
FOR FURTHER INFORMATION CONTACT: To request more information on the
proposed project or to obtain a copy of the data collection plans and
instruments, contact: Michael Kaszynski, Senior Policy Analyst at
<a href="/cdn-cgi/l/email-protection#701d19131811151c5e1b11030a091e031b19301f001d5e171f06"><span class="__cf_email__" data-cfemail="402d29232821252c6e2b21333a392e332b29002f302d6e272f36">[email protected]</span></a>. Formal requests must be in writing.
SUPPLEMENTARY INFORMATION: The Office of Management and Budget is
particularly interested in comments that:
1. Evaluate whether the proposed collection of information is
necessary for the proper performance of the functions of the agency,
including whether the information will have practical utility;
2. Evaluate the accuracy of the agency's estimate of the burden of
the proposed collection of information, including the validity of the
methodology and assumptions used;
3. Enhance the quality, utility, and clarity of the information to
be collected; and
4. Minimize the burden of the collection of information on those
who are to respond, including through the use of appropriate automated,
electronic, mechanical, or other technological collection techniques or
other forms of information technology,
[[Page 35577]]
e.g., permitting electronic submissions of responses.
Analysis
Frequency: Annually.
Affected Public: Federal Employees and Retirees.
Number of Respondents: 73,505.
Estimated Time per Respondent: 15 minutes.
Total Burden Hours: 18,376 hours.
U.S. Office of Personnel Management.
Kellie Cosgrove Riley,
Director, Office of Privacy and Information Management.
OPM Response to Comments for the CAHPS Enrollee Survey 3206-0274--Renewal
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Public/individual comments Section/issue Comment Decision Reasoning
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American Association of Nurse Requested that OPM OPM determined As the Agency for
Practitioners (AANP). amend the survey by that this Healthcare Research
changing the word feedback does and Quality (AHRQ)
``doctor'' to not necessitate is the survey
``health care a change to the steward, comments
provider'' 30-day notice. related to survey
throughout the format or
instrument and questioning clarity
clarify that nurse should be directed
practitioners are to https://
included in that www.ahrq.gov/cahps/
definition. surveys-guidance/
index.html.
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The following section includes recommendations and responses from the Association of Federal Health
Organizations (AFHO).
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The Association of Federal Time Burden <bullet> AFHO members OPM determined The comments indicate
Health Organizations (AFHO). Estimate. generally agree with that this a general agreement
the assessment of 15 feedback does with the estimate.
minutes per response not necessitate
time adding to a change to the
18,376 hours for 30-day notice.
73,505 total
respondents. AFHO
members note that
the CAHPS survey
response time is
evidence[hyphen]base
d; however, response
time may vary by the
respondent, by
administration
method, and by a
respondent's
decision to not
respond at all. In
addition, the burden
assessment may not
reflect the
experience of
members with a
language barrier.
The CAHPS Survey <bullet> OPM should <bullet> OPM <bullet> OPM asks
Instrument. support refining and determined that Carriers to
streamlining this feedback implement the CAHPS
questions to be more does not survey as part of
direct and clearer, necessitate a OPM's Plan
as well as, change to the Performance
actionable for 30-day notice. Assessment (PPA)
managed care As OPM is not annual process to
companies/PPOs. the survey assess the customer
[cir] For example, steward, we experience. As AHRQ
questions evaluating cannot make is the survey
provider interface changes to the steward, comments
with members are not CAHPS Health related to survey
directly actionable Plan Survey format or question
by plans, while 5.1H, Adult clarity should be
questions related to Version. directed to https://
member website www.ahrq.gov/cahps/
interface with plan surveys-guidance/
operations or tools, index.html.
such as the provider <bullet> OPM
directory or member understands that
website are Carriers have the
actionable by plans. best information
available in
relation to the
language needs of
their members.
Questions related to
survey translation
should be directed
to AHRQ. AHRQ
provides additional
information on CAHPS
translation services
Guidelines for
Translating
CAHPS[supreg]
Surveys [verbar]
Agency for
Healthcare Research
and Quality
(<a href="http://ahrq.gov">ahrq.gov</a>).
<bullet> Some AFHO
members assert that
CAHPS is a lengthy
survey which may
contribute to a drop
in response rates.
As many of the
topical areas in
CAHPS are unlikely
to change year-over-
year, it may be
possible to shorten
the CAHPS survey by
administering only
one topical area per
year to boost
response rates,
lessen burden, and
generate a cycle for
measuring both
relative levels of
satisfaction and
impact of
improvement
activities. The
questions would be
rotated from year to
year to allow all
questions to be
surveyed cyclically.
<bullet> OPM should
identify and share
with carriers the
preferred language
of each FEHB member
to support survey
translation
prioritization and
to tailor the
distribution of
appropriate surveys
through CAHPS
vendors.
<bullet> OPM should
arrange for
standardizing
translations of the
CAHPS surveys to
avoid potential
inconsistencies in
messaging (i.e.,
having AHRQ perform
translations for
consistency in
structure and
messaging across
health plans
distributing surveys
in other languages
versus health plans
following
recommendations to
generate surveys in
a variety of
languages
themselves).
[[Page 35578]]
<bullet> Several AFHO
members service plan
members living in
other countries
where language and
terminology used in
CAHPS may not be as
common making it
challenging to track
actionable responses
via CAHPS data.
<bullet> The
anonymity of CAHPS
data, while
purposeful for the
survey intent, does
impose a challenge
to implementing
targeted member
experience
improvement;
therefore, some
plans assume an
added burden in
coordinating
independent target
assessments. In
terms of the
actionability of
CAHPS information
for the health plan.
<bullet> Some AFHO
members recommend
integrating open-
ended comments in
the CAHPS survey as
the high-level
nature of the CAHPS
survey presents a
challenge to
actionability.
<bullet> Several of
the questions in the
survey are related
to provider behavior
versus health plan
behavior, which is
not as directly
actionable.
CAHPS Survey <bullet> OPM should <bullet> OPM <bullet> Multiple
Data Collection. encourage efforts to determined that survey methodologies
promote email and this feedback are allowed under
text-based member does not AHRQ and NCQA
outreach to increase necessitate a guidelines and OPM
digital survey change to the does not have any
responses and 30-day notice. jurisdiction in this
improve response As OPM is not arena. Feedback
rates for more the survey related to survey
complete data steward, we administration
collection. cannot make should be directed
<bullet> FEHB members changes to the to NCQA and AHRQ as
are more receptive CAHPS Health they Oversee the
to completing a Plan Survey survey data
paper or online 5.1H, Adult collection
survey as opposed to Version guidelines.
a telephone- administration
administered survey guidelines.
which may take
longer to complete.
<bullet> AFHO
recommends inviting
sampled individuals
to participate in
CAHPS via email or
text, when possible.
<bullet> If outreach
transitions to
digital and text,
then carriers should
have the option of
forgoing mail
outreach as this is
cost prohibitive.
<bullet> More
research is still
needed to better
understand the
effect of email or
text outreach on
burden. In terms of
CAHPS administrative
burden on carriers,
AFHO members have
experienced
challenges with
survey distribution
and collection.
<bullet> In terms of
CAHPS administrative
burden on carriers,
AFHO members have
experienced
challenges with
survey distribution
and collection.
<bullet> AFHO members
shared COVID-19
pandemic-related
supply chain
disruptions in
acquiring mailing
materials for CAHPS.
<bullet> The two-week
telephone interview
field period
presents a challenge
as it requires a
large volume of
interviews to be
conducted in a short
timeframe, and at
times a member may
have already
completed a paper
survey when they are
called, but the
health plan had not
received it yet, due
to mail delays.
[[Page 35579]]
Feedback Related <bullet> CAHPS <bullet> OPM <bullet> OPM
to Data Use. provides a determined that understands that the
standardized method this feedback practicality of
of measuring and does not CAHPS data is
understanding member necessitate a determined
experience which is change to the individually by each
a key component of 30-day notice. FEHB Carrier as they
health plan use customer
performance, as well satisfaction data
as any opportunities for planning in
to improve member conjunction with
experience. AFHO other measures that
members have they collect to
indicated that assess the customer
information experience. OPM
collected from CAHPS continues to explore
has limited other strategies to
practical utility. measure customer
<bullet> The FEHB service. At this
serves an aging time, OPM has not
demographic. To found a suitable
ensure the replacement that
accessibility of meets the PPA
CAHPS for older methodology
populations, OPM criteria.
should take FEHB <bullet> OPM reviews
demographics into CAHPS demographics
account as changes during the annual
to survey processes data evaluation.
or guidelines may This information is
pose a challenge to reviewed internally
members' ability to and not available
complete the survey. for public
<bullet> OPM should distribution.
provide carriers <bullet> OPM relies
with an on Carriers to make
understanding of how determinations on
OPM's Plan improving Carrier
Performance performance as they
Assessment (PPA) have the best
program uses CAHPS understanding of
data to improve their member
carrier performance, population, benefit
given that CAHPS is design, and
a randomly sampled operating
survey with subject environment.
responses provided <bullet> OPM has
based on each hosted a PPA Best
respondent's Practice Workgroup
interpretation of presentation on
the questions. methods FEHB
Carriers have
employed to improve
on select CAHPS
measures. Workgroup
presentations are
intended to give
insight into
successful quality
improvement efforts
on specific topics
for FEHB Carriers.
It is not meant to
dictate any business
activities. The PPA
Best Practices
Workgroup is a forum
to allow for open
dialogue and idea
sharing among FEHB
Carriers.
Feedback Related <bullet> To improve <bullet> OPM <bullet> OPM
to Data the actionability of determined that understands that
Distribution. collected data, OPM this feedback FEHB Carriers have
should create and does not access to the
share a demographic necessitate a demographic
analysis of all change to the breakdown of their
CAHPS surveys 30-day notice. own member
collected by OPM As OPM is not population. At this
from year to year. the survey time, OPM does not
This analysis would steward, we intend to share
allow OPM, carriers cannot make demographic data
and the public to changes to the from CAHPS across
understand better CAHPS Health FEHB Carriers.
FEHB member Plan Survey
demographics, such 5.1H, Adult
as geography and Version
enrollment type. administration
Specifically, the guidelines.
analysis would offer
an opportunity for
carriers to identify
the demographic
aggregations that
would be most
meaningful in
assessing member
experience for
actionable quality
improvement.
<bullet> OPM should
share FEHB member
race, ethnicity, and
gender identity with
carriers to optimize
diverse member data
representation in
the CAPHS surveys.
Feedback Related <bullet> OPM should <bullet> OPM <bullet> OPM
to PPA consider whether determined that continues to explore
Methodology. there is an this feedback other strategies to
opportunity to does not measure customer
better align the PPA necessitate a service. At this
with National change to the time, OPM has not
Committee for 30-day notice. found a suitable
Quality Assurance replacement that
(NCQA) Ratings and meets the PPA
Accreditation where methodology
similar information criteria.
is also being <bullet> The PRA
collected. request was not a
<bullet> AFHO members vehicle to provide
also encourage feedback on PPA
better alignment methodology. To
with NCQA and OPM in provide methodology
tracking CAHPS feedback, please
improvement as part email
of NCQA FEHBPerformance@opm.
accreditation. gov.
<bullet> Reporting on
the percentage of
members who indicate
a rating of 9-10 on
rating items versus
the percentage of
members who indicate
a rating of 8-10, to
better align with
NCQA ratings or
transition to the
use of NCQA ratings
for OPM purposes to
reduce duplication
of efforts.
<bullet> Extending
the review timeline
for CAHPS
performance data.
<bullet> Allowing for
the review of all
FEHB plan CAHPS
reports from the
past two measurement
years rather than
one measurement year
to better assess the
actual impact of
improvement plans
using CAHPS survey
data.
<bullet> Will the Net
Promoter Score (NPS)
referenced in
Carrier Letter 2018-
07 will receive
further discussion
as a potential
replacement for
CAHPS?.
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[[Page 35580]]
[FR Doc. 2022-12501 Filed 6-9-22; 8:45 am]
BILLING CODE 6325-63-P
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