This blog post was written by our guest blogger, Paul Dybas, former Business Development Associate at Research & Marketing Strategies (RMS), a market research firm in Syracuse, NY.

Now that the ICH CAHPS® survey process is complete for 2012, it is a great time to do a recap and also discuss what is coming in 2013.

What is the ICH CAHPS® Survey and why is it conducted?  If you are unfamiliar with the ICH CAHPS® survey, it was implemented in 2012 by the Centers for Medicare & Medicaid Services (CMS) as a part of the quality incentive plan.  The ICH CAHPS® survey is taken into account in each facility’s reimbursement.  As a result, dialysis facilities are encouraged to improve patient satisfaction and their scores on the survey to achieve a higher level of financial reimbursement.

Patients rate their experience with each facility regarding the following criteria:

  • Nephrologists’ communication and caring
  • Quality of dialysis center care and operations
  • Providing information to patients
  • Rating of kidney doctors
  • Rating of dialysis center staff
  • Rating of dialysis center

For more information on this criteria click here.

When does the ICH CAHPS® survey start and what are the deadlines? Fieldwork for the ICH CAHPS® survey can begin right away.  If you have just completed the 2012 surveying in November or December, it is recommended that you wait a few months to begin the data collection again, but you should certainly be in contact with your Preferred ICH CAHPS® vendor to set the framework for when you are ready to start.  Both the facility and the vendor will need some time to set up the process, incorporate branding for the survey, and get everything ready for administration.  The entire survey process will take approximately 12 weeks from the onset of the engagement.  The survey must be completed in 2013 to be taken into account for reimbursement in FY2015.

ich cahps survey vendor

If you are looking for an ICH CAHPS® survey vendor, contact Sandy Baker, Business Development Director at RMS by emailing her at or by calling (315) 635-9802.