The Medicare Prescription Drug, Improvement and Modernization Act of 2003 mandates the Centers for Medicare & Medicaid Services [CMS] to develop performance measurements for its contractors. These measures are to be quantifiable and measured via customer feedback. Included in this mandate is that the health care provider’s satisfaction of Medicare contractor’s services be determined and measured. As a result CMS conducts an annual health care provider survey relative to its Medicare Fee for Service [FFS] contractors responsible for processing and paying of its Medicare claims.
This is intended to be these types of health provider’s opportunity to provide direct feedback relative to the contractor’s services. There are seven key focus areas of the customer satisfaction survey. Each focus directly relates to a key functional responsibility of the contractor.
The provider-contractor business functions include [1] Appeals, [2] Claims Processing, [3] Medical Review, [4] Provider Audit and Reimbursement, [5] Provider Enrollment, [6] Provider Inquiries, and [7] Provider Outreach and Education.
Each year CMS randomly selects a new sample of providers, which can include any or all of the following: Ambulance Services, Durable Medical Equipment, Prosthetics, Orthotics, and Supplies Providers, End Stage Renal Disease Clinics, Home Health Agencies, Hospice Facilities, Hospitals and In-Patient Clinics, Licensed Practitioners, Physicians, Physician's Assistants, Registered Nurses, Rural Health Clinics, Skilled Nursing Facilities and other provider groups participating in Medicare Part A and/or Medicare Part B programs.
This year approximately 30,000 providers have been chosen to participate and complete and submit a survey. Although participation is voluntary, it is important that providers selected respond so that complete feedback is provided. One way to complete this survey is via online access to the survey, which maintains the confidentiality of the participating provider. Participants can also respond via postal service, telephone or fax submission. The survey initially asks for background information on the provider, such as size, length of time in operations, and overall degree of satisfaction with the contractor survey. This general data collection is then followed by additional sections, each of which is focused on one of the seven specific business functions noted above. In addition, the survey does allow participants to make general narrative comments relative to the contractor’s services.
The completed surveys are sent directly to DataStat Inc, a company in Michigan that states it specializes in survey and sample design, data collection and analysis and complex reporting. Most of its clients are noted to be research professionals seeking knowledgeable and skilled collaborators. DataStat also notes on its website that is certified by the National Committee for Quality Assurance (NCQA) as a qualified survey vendor [www.datastat.com].
CMS is seeking to identify concerns and trends in order that its contractors’ services can be improved and made more efficient. Quantifiable data is collected relative to degree of satisfaction in the seven functionality areas, and a summary report is posted on the CMS website so that the entire industry can obtain access to the summation of findings.
Whether selected to participate or not, the Medicare Contractor Provider Satisfaction Survey (MCPSS) 2010 is available for all providers to access so that everyone can review the content and questions in each functionality area. The complete survey is available at http://www.cms.hhs.gov/MCPSS/downloads/surveysample.pdf
References
Medicare Provider Satisfaction Survey. Retrieved on January 22, 2010 at www.cms.hhs.gov/MCPSS
Overview. Retrieved on January 22, 2010 at http://www.datastat.com/DSSURVov.htm |
