Multi-item measure included as part of the CAHPS® Hospice Survey. All items have response options of "Never," "Sometimes," "Usually," and "Always." Survey questions included in this measure: "While your family member was in hospice care..." are P1: "How often did the hospice team keep you informed about when they would arrive to care for your family member?" P2: "How often did the hospice team explain things in a way that was easy to understand?" P3: "How often did the hospice team listen carefully to you when you talked with them about problems with your family member's hospice care?" P4: "How often did the hospice team keep you informed about your family member's condition?" P5: "How often did the hospice team listen carefully to you? P6: "How often did anyone from the hospice team give you confusing or contradictory information about your family member's condition or care?".

CAHPS® Hospice Survey measures are calculated using top-box scoring. The top-box score refers to the percentage of caregiver respondents that give the most positive response. For survey questions P1 through P5 in this measure, the top box numerator is the number of respondents who answer "Always." For question P6, the top box numerator is the number of respondents who answer "Never." Top box scores for each survey question within the measure are adjusted for the mode of survey administration (at the individual respondent level) and case mix (at the hospice level), and then averaged to calculate the overall hospice-level measure score.

The top box denominator is the number of respondents who answer at least one question in the multi-item measure (i.e., one of P1 through P6).

The hospice patient is still alive; The decedent's age at death was less than 18; The decedent died within 48 hours of his/her last admission to hospice care; The decedent had no caregiver of record; The decedent had a caregiver of record, but the caregiver does not have a U.S. or U.S. Territory home address; The decedent had no caregiver other than a nonfamilial legal guardian; The decedent or caregiver requested that they not be contacted (i.e., by signing a no publicity request while under the care of hospice or otherwise directly requesting not to be contacted); The caregiver is institutionalized, has mental/physical incapacity, has a language barrier, or is deceased; The caregiver reports on the survey that he or she "never" oversaw or took part in the decedent's hospice care.

Documents describing the case-mix adjustment process are available on the Scoring and Analysis page of the CAHPS Hospice Survey Web site (www.hospicecahpssurvey.org). Unable to locate full details because the CAHPS website access if forbidden.

The CAHPS Hospice Survey is conducted monthly (hospices are required to participate on an ongoing monthly basis in order to receive their full Annual Payment Update from CMS). Survey vendors select monthly samples of all decedents/caregivers who meet survey eligibility criteria for each contracted hospice. Data collection for sampled decedents/caregivers must be initiated two months following the month of patient death. The data collection process must be completed within 42 calendar days after initial contact. Submission of the data to the CAHPS Hospice Survey Data Warehouse occurs quarterly. There are three allowed modes of administration for the CAHPS Hospice Survey: Mail Only, Telephone Only and Mixed Mode (mail with telephone follow-up). The CAHPS Hospice Survey mail materials are available in English, Spanish, Chinese, Russian, Portuguese, Vietnamese, Polish, and Korean. The CAHPS Hospice Survey telephone script is available in English, Spanish, and Russian.

Public reporting.

Partnership for Quality Measurement. (2023). Available from: p4qm.org/measures/2651 CMS website: https:/www.cms.gov/medicare/quality/hospice/public-reporting-cahps-preview-reports-and-requests-cms-review-cahps-data. Dated cited 18/10/2023. CMS current measures: www.cms.gov/medicare/quality/hospice/current-measures. Dated cited 18/10/2023. Example Medicare public reporting: www.medicare.gov/care-compare/details/hospice/311563?city=New%20York&state=NY&zipcode=&measure=hospice-family-caregiver-experience Unable to access main CAHPS website: web.archive.org/web/20250104211132/https://www.hospicecahpssurvey.org/. Access is forbidden. CAHPS Quality Assurance Guidelines (September 2020 version): www.cms.gov/files/document/cahps-hospice-survey-quality-assurance-guideline-v70-september-2020.pdf. Date cited 18/10/2023.

www.cms.gov/medicare/quality/hospice/current-measures

This measure is endorsed under Consensus Based Entity (CBE) #2651 (last endorsed 20 November 2020)