Measure the Medicaid HCBS Client Experience
CMS announced the availability of an HCBS CAHPS survey that is a questionnaire developed for measuring beneficiary experience with the Medicaid home and community-based services and supports delivered by providers. Even though the HCBS CAHPS Survey was developed for voluntary use by state Medicaid programs, including fee-for-service HCBS programs and managed long-term services and supports (MLTSS) programs, States with adequate sample sizes may consider using survey metrics in value-based purchasing initiatives.
CAHPS surveys are used in Medicare for home health and hospice. Providers that operate Medicaid HCBS programs, such as adult day services and home care could see CAHPS survey results being used by states to determine reimbursement, determine changes in regulatory requirements and limiting the use of providers that are not scoring at an acceptable level on the CAHPS. The CAHPS are a good tool for providers to use to improve their services.
The HCBS CAHPS Survey contains 3 cognitive screening questions, 9 questions to identify the relevant HCBS services to be asked about, and 15 demographic questions and a 21-item module on experience with employment services is also offered as a separate supplement.
The survey items also support Composites to provide information on:
- HCBS staff reliability
- Communication with HCBS staff
- Getting help from case managers
- Choice of services
- Personal safety
- Adequacy of medical transportation
- Community inclusion and empowerment
The survey can be administered by an interviewer in person or by telephone, and English and Spanish versions of the instrument are available.