HCAHPS Quality Assurance Guidelines V9.0 Technical Corrections and Clarifications Revised August 2014

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1 Subsequent to the release of the HCAHPS Quality Assurance Guidelines V9.0 (QAG V9.0), it has been determined that there are specific content items that require correction, addition and/or further clarification. These items are identified below: HCAHPS Telephone Script (English) The format for the instructions after the Vietnamese response choice should align with the other response choices. The correct formatting of the response choices for Question 32 in the HCAHPS Telephone Script (English) is shown below: <1> English, [GO TO END] <2> Spanish, [GO TO END] <3> Chinese, [GO TO END] <4> Russian, [GO TO END] <5> Vietnamese, [GO TO END] <6> Portuguese, or [GO TO END] <9> Some other language? [GO TO Q32A] <M> MISSING/DK [GO TO END] CALL BACK TO COMPLETE A PREVIOUSLY STARTED SURVEY o The telephone script instructions have been revised to include the identification of the caller to CONFIRM PATIENT. The revised HCAHPS Telephone Script (English) Instructions are as follows: CONFIRM PATIENT: This is [INTERVIEWER NAME] calling from [DATA COLLECTION CONTRACTOR] on behalf of [HOSPITAL NAME]. I would like to confirm that I am speaking with [SAMPLED PATIENT NAME]. I am calling to continue the survey started on an earlier date. CONTINUE SURVEY WHERE PREVIOUSLY LEFT OFF. HCAHPS Telephone Script (Spanish) CALL BACK TO COMPLETE A PREVIOUSLY STARTED SURVEY o The telephone script instructions have been revised to include the identification of the caller to CONFIRM PATIENT. The revised HCAHPS Telephone Script (Spanish) Instructions are as follows: CONFIRM PATIENT: Habla [INTERVIEWER NAME] y le llamo desde [DATA COLLECTION CONTRACTOR] en nombre del hospital [HOSPITAL NAME]. Deseo confirmar que en efecto hablo con [SAMPLED PATIENT NAME]. Le llamo para continuar la encuesta que se comenzó anteriormente. CONTINUE SURVEY WHERE PREVIOUSLY LEFT OFF. August 2014 Page 1 of 5

2 HCAHPS Telephone Script (English and Spanish) The number of response choices for Question 32 has been updated to seven. Question 32 in the English and Spanish versions of the HCAHPS Telephone Script should read: Q32 What language do you mainly speak at home? Please listen to all seven response choices before you answer. Would you say that you mainly speak Q32 Principalmente qué idioma habla en casa? Por favor escuche las siete opciones de respuesta antes de responder. Diría que habla principalmente...? For Appendices G and H, the reference at the top of page 2, related to the Interviewing Guidelines has been revised by replacing the Appendix I with Appendix K. The correct wording is shown below: NOTE: SEE INTERVIEWING GUIDELINES IN APPENDIX K FOR GUIDELINES ON HOW TO HANDLE DIFFICULT TO REACH PATIENTS. HCAHPS Active Interactive Voice Response (IVR) Script (English) CALL BACK TO COMPLETE A PREVIOUSLY STARTED SURVEY o The IVR script instructions have been revised to include the identification of the caller to CONFIRM PATIENT. The revised HCAHPS IVR Script (English) Instructions are as follows: CONFIRM PATIENT: This is [INTERVIEWER NAME] calling from [DATA COLLECTION CONTRACTOR] on behalf of [HOSPITAL NAME]. I would like to confirm that I am speaking with [SAMPLED PATIENT NAME]. I am calling to continue the survey started on an earlier date. CONTINUE SURVEY WHERE PREVIOUSLY LEFT OFF. For Appendix I, the reference at the top of page 2, related to the Interviewing Guidelines has been revised by replacing the Appendix I with Appendix K. The correct wording is shown below: NOTE: SEE INTERVIEWING GUIDELINES IN APPENDIX K FOR GUIDELINES ON HOW TO HANDLE DIFFICULT TO REACH PATIENTS. HCAHPS Active Interactive Voice Response (IVR) Script (Spanish) CALL BACK TO COMPLETE A PREVIOUSLY STARTED SURVEY o The IVR script instructions have been revised to include the identification of the caller to CONFIRM PATIENT. The revised HCAHPS IVR Script (Spanish) Instructions are as follows: August 2014 Page 2 of 5

3 CONFIRM PATIENT: Habla [INTERVIEWER NAME] y le llamo desde [DATA COLLECTION CONTRACTOR] en nombre del hospital [HOSPITAL NAME]. Deseo confirmar que en efecto hablo con [SAMPLED PATIENT NAME]. Le llamo para continuar la encuesta que se comenzó anteriormente. CONTINUE SURVEY WHERE PREVIOUSLY LEFT OFF. HCAHPS Mail Survey (Spanish) Question 32 is missing the underline for the word Principalmente in the 0 scannable version of the HCAHPS Mail Survey (Spanish). The correct formatting for Question 32 is shown below: Q32. Principalmente qué idioma habla en casa? HCAHPS Mail Survey (Portuguese) Instructions Survey instructions for the Portuguese survey 0 scannable version, are missing an underline for the word todas. The correct formatting for the HCAHPS Mail Survey (Portuguese) Instructions should read: Só deve preencher este estudo se for o paciente, durante a hospitalização, indicado na carta de apresentação. Não preencha este estudo se não for o paciente. Responda a todas as perguntas marcando o quadrado à esquerda da sua resposta. HCAHPS Mail Survey (Portuguese) The response choices for Question 4 in the box-type version of the HCAHPS Mail Survey (Portuguese) are inadvertently provided in English. The correct response choices, transcribed to Portuguese, for Question 4 are shown below: August 2014 Page 3 of 5

4 HCAHPS Mail Survey (Portuguese) Cont. The word "facility" has been removed from the third response choice for Question 18 in the box-type HCAHPS Mail Survey (Portuguese). The correct text for the third response choice is shown below: The duplicate question number 21 has been removed from Question 21 in the box-type HCAHPS Mail Survey (Portuguese). The correct format is shown below: 21. Usando um número de 0 a 10, em que 0 significa o pior hospital possível e 10 significa o melhor hospital possível, que número usaria para classificar este hospital durante a sua hospitalização? The duplicate question number 28 has been removed from Question 28 in the box-type HCAHPS Mail Survey (Portuguese). The correct format is shown below: 28. Em geral, como classificaria a sua saúde mental ou emocional como um todo? The semi colon has been removed from the end of the third response choice for Question 29 in the 0 scannable, and the box-type versions of the HCAHPS Mail Survey (Portuguese). The correct format for the third response choice for each version is shown below: August 2014 Page 4 of 5

5 HCAHPS Mail Survey (Portuguese) Cover Letter The Portuguese translation for the OPTIONAL statement in the third paragraph of the initial and follow-up cover letter is provided below. August 2014 Page 5 of 5