What you need to know about CAHPS Hospice survey web mail mode
The Centers for Medicare & Medicaid Services (CMS) is introducing a new option for administering the CAHPS Hospice survey: web mail mode. Beginning with patient deaths in April 2025, hospices will have the option to use this new approach, which combines both online and mail-based survey methods.
Here’s what you need to know about this new survey administration mode and how it can impact your organization.
Survey administration options
Currently, CMS has approved four different modes for administering the CAHPS Hospice survey:
- Mail-only mode: Up to two paper surveys
- Telephone-only mode: Up to five telephone calls/attempts
- Mixed mode: Paper survey followed by up to five telephone calls/attempts
- Web mail mode (NEW): Up to two email invitations to complete a web-based survey followed by up to two paper surveys
Note: Hospices can change their selected mode at the beginning of any quarter, allowing flexibility in determining the best approach. Also note that Deyta (MatrixCare) is an approved web mail mode vendor for CAHPS Hospice Survey, however, not all CAHPS Hospice survey vendors are approved.
Why consider web mail mode?
CMS introduced web mail mode as part of an effort to improve survey response rates. During the 2021 mode experiment, CMS tested a shorter, simplified question set in conjunction with a new web-based survey administration, 49-day data collection period and additional outreach efforts, including a pre-notification letter and an information flyer. When these efforts were combined, CMS found that response rates increased by about 5%. However, when an email address was included for primary caregivers, the return rate when using web mail mode jumped to 49.6%, a significant improvement compared to the current survey return rate of 29%.
Key advantages include:
- Faster survey distribution and completion
- Reduced postage and paper costs
- The ability for caregivers to select their preferred survey language online
- Increased convenience for caregivers, allowing them to complete the survey in their own time
Survey administration timeline
Regardless of the mode that is used, a pre-notification letter must be mailed seven days before the first survey. The fielding period, extending from 42 to 49 days, starts with the first survey. Here’s a timeline breakdown:
Considerations for using web mail mode
While web mail mode has advantages, there are several factors hospices must consider before adopting it:
- Capturing the caregiver’s email address: Hospices must be able to capture and report email addresses for all primary caregivers in the EHR system.
- Shorter data collection if no email is provided: When using Web Mail mode, the first survey sent to a caregiver without an email address is the first paper survey, sent approximately one week after the first email invitation.
- CAHPS vendor approval for web mail mode: CAHPS Hospice survey vendors must be approved by CMS to use the new web mail mode. Hospices can only use web mail mode if their CAHPS Hospice survey vendor is approved.
- Strict timeline compliance: The survey administration timeline for the new survey leaves very little room for flexibility.
What hospices should do next
If your hospice is considering switching to web mail mode, follow these steps:
- Assess your email data collection process: Ensure caregiver email addresses are being collected and stored correctly.
- Communicate with your EHR vendor: Verify that email addresses and other necessary data fields are included in your data submissions.
- Train staff on new requirements: Educate your team on the importance of timely and accurate data collection.
- Decide on survey mode and notify CMS-approved vendor: If you choose web mail mode, make sure your vendor is authorized to be able to use the new mode and is ready to support the transition.
Deyta (MatrixCare) is an approved web mail mode vendor for the CAHPS Hospice survey. If you are a Deyta (MatrixCare) customer, you can get started here.
The introduction of web mail mode offers hospices an opportunity to improve survey response rates and streamline data collection. However, the transition requires careful planning and adherence to strict timelines. By preparing in advance, hospices can ensure a smooth transition and effectively leverage the benefits of this new survey mode.
As an approved CAHPS vendor, MatrixCare is ready to help you get started using web mail mode.
Liz Silva
With over a decade of valuable experience in the healthcare industry, Liz is a seasoned professional who specializes in working closely with home health and hospice organizations. Her expertise lies in determining strategic needs and seamlessly integrating and utilizing data for informed decision-making. Liz’s proficiency in product management enables her to design user-friendly and quality-driven solutions that empower clients to analyze and comprehend results effortlessly.
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