1 Proposed Approach for Task 3

Form Approved

OMB Control No.: 0935-xxxx
Expiration:

Proposed Approach for Task 3: Obtain feedback from users of technical assistance.

December 16, 2021

1. Introduction

In order to assess the effectiveness of the CAHPS technical assistance that Westat provides, Westat will ask those that receive technical assistance to complete a brief web-based questionnaire. The feedback will allow Westat to evaluate its performance in meeting user needs and to identify ways to improve its customer service delivery.

Westat will ask all users who contact the CAHPS technical assistance mailbox (CAHPS1@westat.com) to complete a brief web based questionnaire hosted on SurveyMonkey. SurveyMonkey was chosen because it allows for free, easy to use and secure web-based administration. The questionnaire addresses user experience with obtaining timely and useful technical assistance.

2. Methods of Selecting, Recruiting, and Administering the Questionnaire

2.1 Selection Criteria/Recruitment

In order to ensure meaningful feedback, we will ask all users who email CAHPS related questions to the CAHPS technical assistance mailbox to complete a brief web-based questionnaire. When responding to technical assistance requests, Westat will include a direct link to the questionnaire at the end of the email response and ask that users complete the questionnaire.

This survey is authorized under 42 U.S.C. 299a. The confidentiality of your responses to this survey is protected by Sections 944(c) and 308(d) of the Public Health Service Act [42 U.S.C. 299c-3(c) and 42 U.S.C. 242m(d)]. Information that could identify you will not be disclosed unless you have consented to that disclosure. Your participation is voluntary and all of your answers will be kept confidential to the extent permitted by law. Public reporting burden for this collection of information is estimated to average 5 minutes per response, the estimated time required to complete the form. An agency may not conduct or sponsor, and a person is not required to respond to, a collection of information unless it displays a currently valid OMB control number. Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden, to: AHRQ Reports Clearance Officer Attention: PRA, Paperwork Reduction Project (0935-0245) AHRQ, 5600 Fishers Lane, Rockville, MD 20857.

Text to be included in email responses asking users to complete the questionnaire.

How are we doing? To help us assess the quality of technical assistance we provide, we are asking that you please answer a brief questionnaire about the technical assistance you received from your recent inquiry about CAHPS. Your participation in this questionnaire is voluntary. Your responses will be confidential and only reported in the aggregate. The questionnaire should take no more than a minute or two.

Thank you for your feedback! Click here to take the questionnaire: https://www.surveymonkey.com/r/BXZZBJM

Questions for Users of CAHPS Technical Assistance

1. Compared to what you expected, how much time did it take to address your issues or questions?

1. Much less time than I expected

2. A little less time than I expected

3. About as much time as I expected

4. A little more time than I expected

5. Much more time than I expected

2. How well did the staff understand your particular issue or question?

1. Completely understood my issue/question

2. Mostly understood my issue/question

3. Somewhat understood my issue/question

4. Did not understand my issue/question

3. How useful was the information you received in addressing your issues or questions?

1. Very Useful

2. Useful

3. Somewhat useful

4. Not at all Useful

4. How would you rate the knowledge level of the staff?

1. Very knowledgeable

2. Knowledgeable

3. Somewhat knowledgeable

4. Not at all knowledgeable

5. Overall, how satisfied were you with the technical assistance that you received today?

1. Very Satisfied

2. Satisfied

3. Neutral

4. Unsatisfied

5. Very Unsatisfied

6. Please comment on anything about your experience that went well or could have gone better.

4