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PCF PEC Survey PY 2024 Vendor Training Dates and Registration
folder_openTraining Informationcalendar_todayPosted February 21, 2024

New Survey Vendor Applicants & New Staff of Fully Approved Survey Vendors:

The Introduction to the PCF PEC Survey webinar training has been updated for Performance Year (PY) 2024. 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 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 8, 2024. Survey Administrators who have already completed the training and the certification in a past PY do not need to complete this step again. However, if a PCF Survey Vendor has updated their Survey Administrator for PY 2024, the new Survey Administrator is required to complete the Training Certification.

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 username 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.)

The PCF PEC Survey team is required to keep an accurate training attendee list by CMS. Please register all staff who plan to take the Introduction to the PCF PEC Survey webinar training by 12:00 PM ET on Monday, March 4th, 2024.

The on-demand training webinar will be available to registered participants beginning 8:00 AM ET on March 4, 2024.

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 Fully Approved Survey Vendors:

Returning staff of survey vendors are required to attend the live PY 2024 PCF PEC Survey Vendor Update webinar training session on Wednesday, March 6, 2024, from 1:00 – 3:00 PM ET. Registration for the live PCF PEC Survey Vendor Update webinar training session is now available here.

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. Please register all staff who plan to attend the live PCF PEC Survey Vendor Update webinar training session by 12:00 PM ET on March 4, 2024

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.

 

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PCF PEC Survey PY 2024 Vendor Training Dates and Registration
folder_openTraining Informationcalendar_todayPosted February 15, 2024

New Survey Vendor Applicants & New Staff of Fully Approved Survey Vendors:

The Introduction to the PCF PEC Survey webinar training has been updated for Performance Year (PY) 2024. 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 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 8, 2024. Survey Administrators who have already completed the training and the certification in a past PY do not need to complete this step again. However, if a PCF Survey Vendor has updated their Survey Administrator for PY 2024, the new Survey Administrator is required to complete the Training Certification.

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 username 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.)

The PCF PEC Survey team is required to keep an accurate training attendee list by CMS. Please register all staff who plan to take the Introduction to the PCF PEC Survey webinar training by 12:00 PM ET on Monday, March 4th, 2024.

The on-demand training webinar will be available to registered participants beginning 8:00 AM ET on March 4, 2024.

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 Fully Approved Survey Vendors:

Returning staff of survey vendors are required to attend the live PY 2024 PCF PEC Survey Vendor Update webinar training session on Wednesday, March 6, 2024, from 1:00 – 3:00 PM ET. Registration for the live PCF PEC Survey Vendor Update webinar training session is now available here.

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. Please register all staff who plan to attend the live PCF PEC Survey Vendor Update webinar training session by 12:00 PM ET on March 4, 2024

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.

 

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Due TODAY: PY 2023 PCF PEC Survey Interviewer Monitoring Documentation
folder_openSurvey Materialscalendar_todayPosted January 31, 2024

The deadline for submitting interviewer monitoring documentation is today, January 31, 2024, at 7:59pm Eastern. Please see this quick link for instructions on how to submit your documentation via the PCF PEC Survey website.

Survey vendors must randomly monitor a minimum of 10 percent of all interviewer-conducted calls (including completes and non-completes). Vendors should submit documentation confirming they have met the 10 percent monitoring requirement over the course of the PCF PEC Survey data collection. To reduce the reporting burden, we recommend that vendors submit only one of the following items as their monitoring documentation:

  1. Individual monitoring sheets documenting monitoring throughout the field period.
    • Interviewers may be identified via name or ID number.
    • Scored monitoring sheets developed by the vendor; or
    • Monitoring forms as supplied on the PEC Survey website.
  2. Monitoring logs
    • Logs should include a list of interviewers monitored each week with a monitoring score.
    • The monitoring log can be electronic (e.g., MS Excel) or a scanned version of a handwritten log kept by the vendor.

      Or

  1. Other system-generated reports from the vendor that provide documentation of their monitoring activities with an indication of percent of calls monitored.

At a minimum, the documentation that a vendor submits must include:

  1. the date of the monitoring session,
  2. the monitor’s name or ID number,
  3. the number of calls monitored per session,
  4. and the total number of calls conducted by a live interviewer.

Please see section 5.6.9 of the Quality Assurance Guidelines for more information on interviewer monitoring documentation requirements.

Upon receipt of each vendor’s documentation, the PCF PEC Survey team will review the documentation to determine if it meets the monitoring requirements for the PCF PEC Survey. We will provide feedback to each vendor regarding their monitoring process and changes needed to their process or QAP. If necessary, a Corrective Action Plan will be put in place to address any deficiencies in the vendor’s monitoring process.

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

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PCF PECS Semiannual Newsletter – January 2024
folder_openPECS Newslettercalendar_todayPosted January 29, 2024

The Primary Care First (PCF) Patient Experience of Care (PEC) Survey Team has published the January 2024 edition of the PCF PEC Survey Semiannual Newsletter. As a reminder, this newsletter is a way to provide survey vendors with helpful PCF PEC Survey information.  

The newsletter is posted on the PCF PEC Survey website and updated every January and July. You can navigate to the January 2024 newsletter located under the General Information tab on the PCF PEC Survey website.  

The newsletter does not replace any source of information currently on the PCF PEC Survey website; instead, it highlights important information for readers. We encourage you to visit the PCF PEC Survey website for more information on the items mentioned in this newsletter. Please continue to monitor the PCF PEC Survey website for updates and announcements. 

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

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PY 2023 PCF PEC Survey Interviewer Monitoring Documentation Due January 31, 2024
folder_openOther Announcementscalendar_todayPosted January 24, 2024

The deadline for submitting interviewer monitoring documentation is January 31, 2024, at 7:59pm Eastern. Please see this quick link for instructions on how to submit your documentation via the PCF PEC Survey website.

Survey vendors must randomly monitor a minimum of 10 percent of all interviewer-conducted calls (including completes and non-completes). Vendors should submit documentation confirming they have met the 10 percent monitoring requirement over the course of the PCF PEC Survey data collection. To reduce the reporting burden, we recommend that vendors submit only one of the following items as their monitoring documentation:

  1. Individual monitoring sheets documenting the interviewers who were monitored throughout the field period.
  • Interviewers may be identified via name or ID number.
  • Scored monitoring sheets developed by the vendor; or
  • Monitoring forms as supplied on the PEC Survey website.

2.  Monitoring logs showing the date of all interviewer-conducted calls monitored.

  • The monitoring log can be electronic (e.g., MS Excel) or a scanned version of a handwritten log kept by the vendor.

Or

  1. Other system-generated reports from the vendor that provide documentation of their monitoring activities with an indication of percent of calls monitored.

At a minimum, the documentation that a vendor submits must include:

  1. the date of the monitoring session,
  2. the monitor’s name or ID number,
  3. the number of calls monitored per session, and
  4. the total number of calls conducted by a live interviewer.

Please see section 5.6.9 of the Quality Assurance Guidelines for more information on interviewer monitoring documentation requirements.

Upon receipt of each vendor’s documentation, the PCF PEC Survey team will review the documentation to determine if it meets the requirements for the PCF PEC Survey. We will provide feedback to each vendor regarding their monitoring process and changes needed to their process or QAP. If necessary, a Corrective Action Plan will be put in place to address any deficiencies in the vendor’s monitoring process.

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

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PY 2022 PCF PEC Survey Final Data Submission Due TODAY
folder_openData Submissioncalendar_todayPosted January 16, 2024

The deadline for submitting the final data file to the PCF PECS website is TODAY Tuesday, January 16, 2024 at 7:59 PM ET. Please see this quick link for instructions on uploading the final data file. Data submission resources are available on the PCF PECS website. Note the important points provided below.

  • Survey vendors should start submitting their data files as soon as the window opens to allow adequate time to re-submit data, if needed. The data submission site opened on December 18, 2023. Vendors may submit files as many times as needed as long as the final file submission is successfully uploaded by the deadline.
  • It is recommended that vendors use the XML Schema Validation Tool available on the Data Submission tab of the website. This online tool will allow survey vendors to "pretest" their XML files to determine if they will pass many of the validation steps, before actually uploading the file to the Data Submission Tool.
  • It is recommended that files include the name of the vendor in the file name. Example: RTI_ZZ9900_2023.xml.
  • Survey vendors can select either a single XML file or a single ZIP file that contains 1 XML file each from multiple practice sites. Do not include more than 1,500 XML files in a single zip file.
  • Vendors should review their Vendor Authorization Report to make sure that all client practice sites have authorized their organization to submit data on their behalf.
  • Each time a data file for a vendor is submitted, it overwrites any previously submitted data for that same vendor.
  • Vendors must submit an XML data file for all practices and include each sample member even if sample members have not completed the PEC Survey. Please use the disposition 250 (No Response After Maximum Attempts) for those cases where the patient could not be reached during the data collection period.
  • Vendors must not use code 270 (pending) for the final data submission.
  • After each file upload, vendors will receive an email confirmation.
  • All submitted files will go through validation checks. After the validation check is conducted, vendors will receive a second e-mail confirmation message. This message will notify the vendor whether the file has been accepted or rejected. The confirmation e-mail message will contain a hyperlink to a Data Submission Report, which shows details of the validation check and any file errors that were identified.
  • Survey vendors can access the Data Submission Reports on the project website by selecting "History" through the "Data Submission Reports" link in the Data Submission menu.
  • If you do not receive an e-mail message confirming that your file was successfully uploaded, an e-mail message providing the results of the validation checks, or you cannot view the Data Submission Reports on files that you have submitted, please contact the PCF PECS Team via e-mail at pcfpecs@rti.org.

CMS will not accept any data files for the final submission received after 7:59 PM Eastern Time on January 16, 2024.

For additional information about data file preparation and data submission processes, please review Chapter 7 of the PCF PECS Quality Assurance Guidelines available under the Survey Materials tab on the PCF PECS website. The full data collection schedule is also on the PECS website. Vendors should contact the PCF PECS Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715 if they have any questions or trouble submitting data files.

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RTI International will be closed on January 15
folder_openOther Announcementscalendar_todayPosted January 11, 2024

RTI International will be closed on Monday, January 15, 2024, for Martin Luther King, Jr. Day. The PCF PECS Team will respond to email and telephone inquiries that are received on that date after RTI re-opens on Tuesday, January 16, 2024.  

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

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2024 PCF PEC Survey Materials Now Available
folder_openSurvey Materialscalendar_todayPosted January 10, 2024

The PY 2024 Primary Care First (PCF) Patient Experience of Care (PEC) Survey materials are now available on the Survey and Protocols page of the PCF PEC Survey website. Please note that the PY 2024 Survey materials are available in Word and PDF (where applicable) formats in the right 2 columns of the table. Survey materials for the previous Performance Year can now be accessed by following the link at the top of the Surveys and Protocols page.  

For PY 2024, letters, envelopes and postcards will use the Department of Health and Human Services letterhead/logo and a CMS signature. For security reasons, those logos will not be available on the PCF PEC Survey website; instead, placeholder versions are available for viewing. Fully approved vendors will receive the official materials from the PCF PEC Survey Team via email.  

All PY 2024 materials will be reviewed in the PCF PEC Survey vendor trainings in March. Vendors with questions should contact the PCF PECS Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715. 

 

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PCF PEC Survey Final Data Submission Due 1/16
folder_openData Submissioncalendar_todayPosted January 4, 2024

The deadline for submitting the final data file to the PCF PECS website is 7:59 PM ET on January 16, 2024. Please see this quick link for instructions on uploading the final data file. Data submission resources are available on the PCF PECS website. Note the important points provided below.  

  • Survey vendors should start submitting their data files as soon as the window opens to allow adequate time to re-submit data, if needed. The data submission site opened on December 18, 2023. Vendors may submit files as many times as needed as long as the final file submission is successfully uploaded by the deadline.  
  • It is recommended that vendors use the XML Schema Validation Tool available on the Data Submission tab of the website. This online tool will allow survey vendors to "pretest" their XML files to determine if they will pass many of the validation steps, before actually uploading the file to the Data Submission Tool. 
  • It is recommended that files include the name of the vendor in the file name. Example: RTI_ZZ9900_2023.xml. 
  • Survey vendors can select either a single XML file or a single ZIP file that contains 1 XML file each from multiple practice sites. Do not include more than 1,500 XML files in a single zip file. 
  • Vendors should review their Vendor Authorization Report to make sure that all client practice sites have authorized their organization to submit data on their behalf.  
  • Each time a data file for a vendor is submitted, it overwrites any previously submitted data for that same vendor.  
  • Vendors must submit an XML data file for all practices and include each sample member even if sample members have not completed the PEC Survey. Please use the disposition 250 (No Response After Maximum Attempts) for those cases where the patient could not be reached during the data collection period.  
  • Vendors must not use code 270 (pending) for the final data submission.  
  • After each file upload, vendors will receive an email confirmation.  
  • All submitted files will go through validation checks. After the validation check is conducted, vendors will receive a second e-mail confirmation message. This message will notify the vendor whether the file has been accepted or rejected. The confirmation e-mail message will contain a hyperlink to a Data Submission Report, which shows details of the validation check and any file errors that were identified.  
  • Survey vendors can access the Data Submission Reports on the project website by selecting "History" through the "Data Submission Reports" link in the Data Submission menu.  
  • If you do not receive an e-mail message confirming that your file was successfully uploaded, an e-mail message providing the results of the validation checks, or you cannot view the Data Submission Reports on files that you have submitted, please contact the PCF PECS Team via e-mail at pcfpecs@rti.org.  

CMS will not accept any data files for the final submission received after 7:59 PM Eastern Time on January 16. Please note that Monday, January 15 is a holiday and RTI will be closed. 

For additional information about data file preparation and data submission processes, please review Chapter 7 of the PCF PECS Quality Assurance Guidelines available under the Survey Materials tab on the PCF PECS website. The full data collection schedule is also on the PECS website. Vendors should contact the PCF PECS Team via e-mail at pcfpecs@rti.org or call 1-833-997-2715 if they have any questions or trouble submitting data files. 

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PCF PEC Survey Vendor Application Opens TODAY
folder_openApplication Information & Minimum Business Requirementscalendar_todayPosted January 3, 2024

The survey vendor application period for the Primary Care First (PCF) Patient Experience of Care (PEC) Survey will be open from today, January 3 – February 2, 2024. 

Survey vendors interested in becoming a CMS-approved PCF PEC Survey vendor will need to meet several business requirements. Please review the complete requirements listed in the PCF PEC Survey Minimum Business Requirements available on the PCF PECS website here. 

The application and approval processes will consist of the following:  

  • Completing and submitting a Vendor Registration and Application, demonstrating a minimum 3 years’ experience conducting mixed-mode (mail with telephone) surveys and a minimum 3 years’ experience conducting CAHPS surveys for CMS.  
  • Completing the self-paced Introduction to PCF PECS Webinar Training, successfully completing the training certification, and participating in all PCF PECS Vendor Update Webinar Training sessions. Both trainings are typically held in March each calendar year.  
  • Completing and submitting a Quality Assurance Plan (QAP), which survey vendors will be required to complete and submit after they attend the Introduction to PCF PECS training and on an annual basis thereafter. This QAP must be reviewed and approved by CMS before final approval as a PCF PECS vendor.  

Practices will receive an updated list that includes conditionally approved vendors in March 2024 and a final list of fully approved PCF survey vendors in May 2024. The current list of approved survey vendors can be found here. Please note, this is not the final list of approved vendors for 2024. The final list of approved vendors will be available in May 2024.  

For more information, please visit the Vendor Application Process page on the PCF PEC Survey website. All 2024 survey materials are now available on the website. For more information, please visit pcfpecs.org. Survey vendors with questions should contact the PCF PECS team via e-mail at pcfpecs@rti.org or call 1-833-997-2715. 

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