TY - JOUR
T1 - Effects of Survey Mode on Consumer Assessment of Healthcare Providers and Systems (CAHPS) Hospice Survey Scores
AU - Parast, Layla
AU - Elliott, Marc N.
AU - Hambarsoomian, Katrin
AU - Teno, Joan
AU - Anhang Price, Rebecca
N1 - Funding Information:
The authors gratefully acknowledge the team that contributed to recruitment and data collection of the CAHPS Hospice Survey mode experiment, including Melissa Bradley, Brianne Mingura, and Danielle Schlang of RAND's Survey Research Group and Laura A. Giordano and Patrice Spencer of Health Services Advisory Group. Conflict of Interest: The authors have no conflicts of interest. Financial Disclosure: CMS sponsored the data collection and analysis on which this publication is based under Contract HHSM-500–2014–00350G: “National Implementation of the Hospice Experience of Care Survey,” funded by CMS, Department of Health and Human Services. Neither does the content of this publication necessarily reflect the views or policies of the Department of Health and Human Services, nor does the mention of trade names, commercial products, or organizations imply endorsement by the U.S. government. The authors assume full responsibility for the accuracy and completeness of the ideas presented. Author Contributions: Parast: Study concept and design, analysis and interpretation of data, drafting and revising the article, approval of final submitted version. Elliott: Study concept and design, analysis and interpretation of data, revising the article, approval of final submitted version. Hambarsoomian: Analysis and interpretation of data, revising the article, approval of final submitted version. Teno: Study concept and design, interpretation of data, revising the article, approval of final submitted version. Price: Study concept and design, acquisition and interpretation of data, revising the article, approval of final submitted version. Sponsor's Role: CMS provided input, approved the proposed design of the study and methods of data collection and analysis, and approved the submitted version of the paper.
Funding Information:
Financial Disclosure: CMS sponsored the data collection and analysis on which this publication is based under Contract HHSM-500–2014–00350G: “National Implementation of the Hospice Experience of Care Survey,” funded by CMS, Department of Health and Human Services. Neither does the content of this publication necessarily reflect the views or policies of the Department of Health and Human Services, nor does the mention of trade names, commercial products, or organizations imply endorsement by the U.S. government. The authors assume full responsibility for the accuracy and completeness of the ideas presented.
Publisher Copyright:
© 2018, Copyright the Authors Journal compilation © 2018, The American Geriatrics Society
PY - 2018/3
Y1 - 2018/3
N2 - Objectives: To examine the effect of mode of survey administration on response rates and response tendencies for the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Hospice Survey and develop appropriate adjustments. Design: Survey response data were obtained after sampling and fielding of the CAHPS Hospice Survey in 2015. Sampled caregivers and decedents were randomized to one of three modes: mail only, telephone only, and mixed mode (mail with telephone follow-up). Linear regression analysis was used to examine the effect of mode on individual responses to questions (6 composite measures and 2 global measures that examine hospice quality). Setting: U.S. hospice programs (N = 57). Participants: Primary caregivers of individuals who died in hospice (N = 7,349). Measurements: Outcomes were 8 hospice quality measures (6 composite measures, 2 global measures). Analyses were adjusted for differences in case-mix (e.g., decedent age, payer for hospice care, primary diagnosis, length of final episode of hospice care, respondent age, respondent education, relationship of decedent to caregiver, survey language, and language spoken at home) between hospices. Results: Response rates were 42.6% for those randomized to mail only, 37.9%, for those randomized to telephone only, and 52.6% for those randomized to mixed mode (P <.001 for difference). There were significant mode effects (P <.05) for 10 of the 24 questions that compose the quality measures, with mail-only respondents being significantly more likely to report better experiences than telephone-only respondents. Conclusion: Unlike results observed in previous mode experiments for hospital CAHPS, hospice primary caregivers tend to respond more negatively by telephone than by mail. Valid comparisons of hospice performance require that reported hospice scores be adjusted for survey mode.
AB - Objectives: To examine the effect of mode of survey administration on response rates and response tendencies for the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Hospice Survey and develop appropriate adjustments. Design: Survey response data were obtained after sampling and fielding of the CAHPS Hospice Survey in 2015. Sampled caregivers and decedents were randomized to one of three modes: mail only, telephone only, and mixed mode (mail with telephone follow-up). Linear regression analysis was used to examine the effect of mode on individual responses to questions (6 composite measures and 2 global measures that examine hospice quality). Setting: U.S. hospice programs (N = 57). Participants: Primary caregivers of individuals who died in hospice (N = 7,349). Measurements: Outcomes were 8 hospice quality measures (6 composite measures, 2 global measures). Analyses were adjusted for differences in case-mix (e.g., decedent age, payer for hospice care, primary diagnosis, length of final episode of hospice care, respondent age, respondent education, relationship of decedent to caregiver, survey language, and language spoken at home) between hospices. Results: Response rates were 42.6% for those randomized to mail only, 37.9%, for those randomized to telephone only, and 52.6% for those randomized to mixed mode (P <.001 for difference). There were significant mode effects (P <.05) for 10 of the 24 questions that compose the quality measures, with mail-only respondents being significantly more likely to report better experiences than telephone-only respondents. Conclusion: Unlike results observed in previous mode experiments for hospital CAHPS, hospice primary caregivers tend to respond more negatively by telephone than by mail. Valid comparisons of hospice performance require that reported hospice scores be adjusted for survey mode.
KW - hospice
KW - mail
KW - patient experience
KW - survey mode
KW - telephone
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U2 - 10.1111/jgs.15265
DO - 10.1111/jgs.15265
M3 - Article
C2 - 29360140
AN - SCOPUS:85040862920
SN - 0002-8614
VL - 66
SP - 546
EP - 552
JO - Journal of the American Geriatrics Society
JF - Journal of the American Geriatrics Society
IS - 3
ER -