PCF PECS > General Information

Back

Announcements

RTI International will be closed on May 29th, 2023
Other AnnouncementsPosted May 26, 2023

RTI International will be closed on Monday, May 29, 2023, for the Memorial Day holiday. The PCF PECS Team will respond to email and telephone inquiries that are received on this date after RTI re-opens on Tuesday, May 30, 2023.

Vendors with questions should contact the PCF PECS Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715.

PY 2023 PCF PEC Survey Quality Assurance Guidelines Update
Quality Assurance PlanPosted April 17, 2023

The PCF PECS Team has updated the Quality Assurance Guidelines (QAG) to correct a typographical error. For PY 2023, Interviewer Training Documentation will be due on 12/8/2023, and Exhibit 5-1 (pp. 46-47) has been updated to reflect this deadline. This date also appears in Exhibit 10-1 (pp. 109-110). Please see the Survey and Protocols page on the PEC Survey Website to download the corrected QAG.

If you have questions, please contact the PCF PECS Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715.

2023 PCF PEC Survey Vendor Training Q&As and Updated Slides Available
Training InformationPosted April 3, 2023

Questions asked by participants during the 2023 PCF PEC Survey Vendor Update Training session and the answers provided have been posted on the PCF PECS website’s Training tab.

Please note that there were no questions asked by participants during the 2023 Introduction to PCF PECS On-Demand Training.

Slide 44 presented during the PCF PEC Survey Vendor Update Training session on March 8th contained a typo and has been updated here.

If you have questions, please contact the PCF PECS Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715.

PCF Practices Asked to Display PEC Survey Posters and Waiting Room FAQs
Other AnnouncementsPosted March 30, 2023

The 2023 PCF PEC Survey Poster and Waiting Room FAQs are available on PCF Connect and the PEC Survey website. There were no changes to the survey poster for PY 2023. PCF practices were asked to print and display the poster and FAQs in a prominent area of their waiting room by the end of March, which corresponds to 6 months prior to the survey start. Practices received this information in the March 2nd, 16th, and 30th editions of the PCF First Edition email newsletter.

As PEC Survey vendors know, the survey has a 6-month lookback period, meaning that patients are asked about an office visit they had within the past 6 months. This means that patients receiving the survey in October may be asked about a visit as early as April. The poster has the same survey image as the survey envelope and survey cover, helping to reinforce a cohesive survey brand. Displaying the poster helps make patients aware of the survey and establish legitimacy, which in turn leads to higher response rates for practices. 

The poster and FAQs are available at the links below:

PEC Survey Poster: 8.5x11 and 17x22
PEC Survey Waiting Room FAQs

Note: The poster includes information in 12 different languages about completing the survey. It explains, “Someone like a family member or friend can help you by recording your answers, reading the survey to you, or translating it into your language. However, if you cannot respond because of poor health or cognitive or physical limitations, someone like a family member or friend knowledgeable about your care can take the survey on your behalf.” Providing this information in multiple languages expands the survey’s outreach to all patients.

As stated in Section 5.6.2.2 of the Quality Assurance Guidelines, “Survey vendors must notify their client practice sites of the telephone number and email address of their Help Desk as soon as the number is operational.” Please also communicate to your client practices why it is important to display the poster and waiting room FAQs and how it can help increase response rates and representation.

It is common for patients who are contacted by the survey to seek assurance from their providers. Practice staff should assure patients that the survey is legitimate and confidential; staff should be able to confidently respond to patient questions according to the PEC Survey FAQs responses. Please also direct client practices to the PEC Survey Fact Sheet for more information about communicating with patients about the PEC Survey.

2023 PCF PEC Survey Quality Assurance Plan DUE TODAY
Quality Assurance PlanPosted March 17, 2023

The Quality Assurance Plan (QAP) serves as a guide for survey vendors as they develop and update their procedures and materials for implementing and complying with the Primary Care First (PCF) Patient Experience of Care (PEC) Survey Vendor Quality Assurance Guide. All survey vendors for the PCF PEC Survey must submit a QAP by 7:59 PM ET TODAY.

Vendors must log-in to the PCF PEC Survey web portal to submit QAPs using the "Submit Quality Assurance Plan" page under the "Vendors" tab. Step-by-step instructions are available in a Quick Link on the website here. The PCF PEC Survey Team will review QAPs. If further clarification is needed, the PEC Survey Team will work with the survey vendors to obtain the necessary information.

The vendor’s QAP should include the sections listed below. The requirements for these sections are detailed in the PCF PECS Vendor Model Quality Assurance Plan Outline.

Organization Background and Staff Experience
Work Plan
Survey Implementation Plan
Data Security, Confidentiality, Privacy Plan, and Disaster Recovery Plan
Questionnaire and Materials Attachments

Please note: This outline has been updated for Performance Year 2023; a table highlighting key updates can be found on page 2. Only QAPs that follow this outline will be considered for approval. The vendor’s approach to each section should be organized within the body of the QAP itself with any supporting information included in an appendix as needed. The use of embedded documents within the QAP is prohibited.

To ensure prompt review of your QAP, please follow the steps below:

Locate the version of your most recently approved QAP; that is, the version that was accepted by CMS and the PCF PEC Survey Team in 2022.
Make a copy of that version and accept all tracked changes, creating a clean copy of your QAP.
Make all 2023 updates to your clean copy using track changes, so that your document reflects only the changes made since your most recent approved QAP.
Make sure to include updates to your QAP if your organization has had changes in PCF PEC Survey personnel, capabilities, systems, and/or changes to protocols or procedures.
Make sure your QAP follows the format shown in the Model QAP posted on the PCF PEC Survey website. Also make sure that you provide information for every topic included in the Model QAP.
Before submitting your updated QAP, check it carefully to make sure that it reflects all PCF PEC Survey protocols disseminated via announcements posted on the PCF PEC Survey website and/or described in the latest version of the Quality Assurance Guidelines.

Vendors with questions should contact the PCF PEC Survey Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715. 

PCF PEC Survey Vendor Authorization Window Opens on March 20
Other AnnouncementsPosted March 16, 2023

The PCF Patient Experience of Care (PEC) Survey vendor authorization window will be open to practice sites from March 20-June 30, 2023. If a practice is using the same survey vendor that administered their PY 2022 PEC Survey, they will not need to update the online vendor authorization form. However, a practice will need to submit an updated vendor authorization form on the PEC Survey website if either of the following apply:

A practice is participating in the PCF PEC Survey for the first time in PY 2023; or
A practice is switching to a different survey vendor to administer the PY 2023 PCF PEC Survey.

The current list of approved PCF vendors is available to practices on the PCF PEC Survey web portal and on PCF Connect. The final list for PY 2023 will be released in May.

Step-by-step instructions are available for practices on the PEC Survey website at the links below: 

How to Authorize a Vendor 

How to Switch Survey Vendors 

Please note: Authorizing a vendor on the PCF PEC Survey website is a separate step that practices must take AFTER entering a formal written contract and signing a Business Associate Agreement with an approved PCF PEC Survey vendor.

As a reminder, the PCF PEC Survey is a required component of the Quality Gateway that is annual assessment for all PCF practices as part of the performance-based adjustment (PBA).  Please see the PCF PEC Survey Fact Sheet for more information about practice participation in the PEC Survey.

Practices will be reminded about the vendor authorization requirement and provided with the link to the vendor list several times over the coming months, including in the March 16th First Edition newsletter.  

IMPORTANT: Please remember that vendors are required to confirm weekly review of the Survey Vendor Authorization Report, and note any discrepancies in writing, during the vendor authorization window. This review must be confirmed via email to the PEC Survey Team.

Please direct any practices with questions about this process to PCF Support via email at PCF@telligen.com, or by phone at 1-888-517-7753. 

Vendors with questions should contact the PCF PEC Survey Team via email at pcfpecs@rti.org or call 1-833-997-2715. 

2023 PCF PEC Survey Quality Assurance Plan Submission Deadlines and Requirements
Quality Assurance PlanPosted March 7, 2023

The vendor’s QAP should include the sections listed below. The requirements for these sections are detailed in the PCF PECS Vendor Model Quality Assurance Plan Outline.

Organization Background and Staff Experience
Work Plan
Survey Implementation Plan
Data Security, Confidentiality, Privacy Plan, and Disaster Recovery Plan
Questionnaire and Materials Attachments

To ensure prompt review of your QAP, please follow the steps below:

Locate the version of your most recently approved QAP; that is, the version that was accepted by CMS and the PCF PEC Survey Team in 2022.
Make a copy of that version and accept all tracked changes, creating a clean copy of your QAP.
Make all 2023 updates to your clean copy using track changes, so that your document reflects only the changes made since your most recent approved QAP.
Make sure to include updates to your QAP if your organization has had changes in PCF PEC Survey personnel, capabilities, systems, and/or changes to protocols or procedures.
Make sure your QAP follows the format shown in the Model QAP posted on the PCF PEC Survey website. Also make sure that you provide information for every topic included in the Model QAP.
Before submitting your updated QAP, check it carefully to make sure that it reflects all PCF PEC Survey protocols disseminated via announcements posted on the PCF PEC Survey website and/or described in the latest version of the Quality Assurance Guidelines.

Vendors with questions should contact the PCF PEC Survey Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715. 

PCF PEC Survey PY 2023 Vendor Training Dates and Registration: Returning Vendors & New Staff
Training InformationPosted February 22, 2023

The Introduction to the PCF PEC Survey webinar training has been updated for Performance Year (PY) 2023. This self-paced webinar has valuable information that should be used by all vendors as a resource throughout the year. As a reminder, any of the following key staff from vendor and subcontractor organizations that are new to the PCF PEC Survey must attend the Introduction to the PCF PEC Survey training, per the Minimum Business Requirements:

Project Manager
Mail Center Supervisor
Call Center Supervisor
Project Staff Member(s) responsible for the following
functions:
‒ Decrypting the sample file and performing sample file
quality checks
‒ Programming the CATI script
‒ Preparing and submitting the survey data file

Per Quality Assurance Guidelines 3.3.4, the survey vendor must ensure that all survey vendor staff and any subcontractors who work on a substantial component of the PCF PEC Survey are trained and follow the standard PCF PEC Survey protocols and guidelines. For any new subcontractors, the survey vendor must alert the subcontractor’s lead PCF PEC Survey staff member that they are also required to complete the on-demand 2023 Introduction to the PCF PEC Survey training. This includes subcontractors involved in:

telephone survey data collection (i.e., if an approved vendor is subcontracting telephone data collection activities),
survey mailout,
mail or questionnaire receipt and processing, and
construction or submission of XML data files.

If the subcontractor is already working with another approved PCF Survey vendor, they are not required to complete this training more than once.

The vendor’s designated Survey Administrator is also required to complete a Training Certification form after completing the on-demand Introduction to the PCF PEC Survey training. This certification must be completed by 5:00 PM on March 10, 2023. If the Survey Administrator has already completed the training and the certification, they do not need to complete this step again.

This is a self-paced webinar, but registration is still required for each participant. Each staff member must register separately using their own unique organization email address and name. The training registration form is available on the PCF PEC Survey website under the “Training” tab. Survey Vendor staff or subcontractor staff without a user name and password for the website should select either “Survey Vendor Subcontractor” or “Other” in order to register without logging into the website. (Note: If registering under the “Other” category, please type the name of relevant vendor organization in the specify box.)

Registration will close at 12:00 PM ET on Monday, March 6th, 2023.

The on-demand training webinar will be available to registered participants beginning 8:00 AM ET on March 6, 2023.

The YouTube links and training slides will be available on the PCF PEC Survey website as resources for vendors throughout the year.

Returning Staff of Survey Vendors:

Returning staff of survey vendors are required to attend the live PY 2023 PCF PEC Survey Vendor Update webinar training session on Wednesday, March 8, 2023, from 1:00 – 3:00 PM ET. Registration for the live PCF PEC Survey Vendor Update webinar training session is now available here. Registration will close at 12:00 PM ET on March 6, 2023.

The survey vendor’s designated PCF PEC Survey Administrator must attend the entire session. Although not required, we strongly encourage each vendor to have all key PCF PEC Survey staff attend this training session. If multiple people from an organization plan to attend the training session, each person must register separately using their own unique organization email address and name.

For all vendors who are using a subcontractor who will be conducting one or more of the following activities on the PCF PEC Survey, the vendor must alert the subcontractor’s lead PCF PEC Survey staff member that they are required to register for and attend the live PCF PEC Survey Vendor Update webinar training session:

telephone survey data collection
survey mailout
mail or questionnaire receipt and processing
construction or submission of XML data files

There is no required certification for the live PCF PEC Survey Vendor Update webinar training. The training slides will be available on the PCF PEC Survey website as resources for vendors throughout the year.

If you have any questions, please contact the PCF PECS Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715.

2023 PCF PEC Survey Quality Assurance Plan Submission Deadlines and Requirements
Quality Assurance PlanPosted February 20, 2023

The vendor’s QAP should include the sections listed below. The requirements for these sections are detailed in the PCF PECS Vendor Model Quality Assurance Plan Outline.

Organization Background and Staff Experience
Work Plan
Survey Implementation Plan
Data Security, Confidentiality, Privacy Plan, and Disaster Recovery Plan
Questionnaire and Materials Attachments

Please note: Only QAPs that follow this outline will be considered for approval. The vendor’s approach to each section should be organized within the body of the QAP itself with any supporting information included in an appendix as needed. The use of embedded documents within the QAP is prohibited.

To ensure prompt review of your QAP, please follow the steps below:

Locate the version of your most recently approved QAP; that is, the version that was accepted by CMS and the PCF PEC Survey Team in 2022.
Make a copy of that version and accept all tracked changes, creating a clean copy of your QAP.
Make all 2023 updates to your clean copy using track changes, so that your document reflects only the changes made since your most recent approved QAP.
Make sure to include updates to your QAP if your organization has had changes in PCF PEC Survey personnel, capabilities, systems, and/or changes to protocols or procedures.
Make sure your QAP follows the format shown in the Model QAP posted on the PCF PEC Survey website. Also make sure that you provide information for every topic included in the Model QAP.
Before submitting your updated QAP, check it carefully to make sure that it reflects all PCF PEC Survey protocols disseminated via announcements posted on the PCF PEC Survey website and/or described in the latest version of the Quality Assurance Guidelines.

Vendors with questions should contact the PCF PEC Survey Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715. 

PCF PEC Survey PY 2023 Vendor Training Dates and Registration: Returning Vendors & New Staff
Training InformationPosted February 15, 2023

Project Manager
Mail Center Supervisor
Call Center Supervisor
Project Staff Member(s) responsible for the following
functions:
‒ Decrypting the sample file and performing sample file
quality checks
‒ Programming the CATI script
‒ Preparing and submitting the survey data file

telephone survey data collection (i.e., if an approved vendor is subcontracting telephone data collection activities),
survey mailout,
mail or questionnaire receipt and processing, and
construction or submission of XML data files.

If the subcontractor is already working with another approved PCF Survey vendor, they are not required to complete this training more than once.

Registration will close at 12:00 PM ET on Monday, March 6th, 2023.

The on-demand training webinar will be available to registered participants beginning 8:00 AM ET on March 6, 2023.

The YouTube links and training slides will be available on the PCF PEC Survey website as resources for vendors throughout the year.

Returning Staff of Survey Vendors:

telephone survey data collection
survey mailout
mail or questionnaire receipt and processing
construction or submission of XML data files

If you have any questions, please contact the PCF PECS Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715.

Older