CAHPS Hospice Survey Interviewing Guidelines for Telephone Surveys

General Interviewing Techniques 1

100

_____ all transitional statements.

Read

200

Don't attempt to _____ the likelihood of the caregiver providing one answer over another answer.

increase

300

Never skip over a question because you think the caregiver has ____ it already.

Answered

400

Read the script from the interview screens (reciting the survey from memory can lead to _______ and missed updates to the script).

unnecessary errors

500

Read all questions and response choices in the indicated order and exactly as worded, so that all caregivers are answering the same question. Questions that are _____ can bias the caregiver's response and the overall survey results.

re-worded

General Interviewing Techniques 2

100

Adjust the pace of the CAHPS Hospice Survey interview to be conducive to the needs of the _____.

caregiver

200

Maintain a professional and _______ relationship with the caregiver at all times.

neutral

300

Listen carefully to any caregiver questions and offer concise responses. You may not provide extra information or __________ explanations.

lengthy

400

Tell the caregiver that there are no more questions and thank the caregiver for his or her time at the end of the survey. The interviewer may say _______ if appropriate.

Have a good day/evening

500

List the 6 neural acknowledgement words permitted:

1. Thank you

2. Alright

3. Okay

4. I understand

5. I see

6. Yes, Ma'am/Sir

Answering Questions and Probing

100

Telephone interviewers need to ______ when a caregiver fails to give a complete or adequate answer.

probe

200

Interviewer probes must be _____ and must not increase the likelihood of the caregiver providing one answer over another answer.

neutral

300

Interviewers must not interpret survey answers for the _____.

caregiver

400

One type of probe:

1. repeat the question

2. repeat the answer categories

3. "So, would you say that it is..."

4. "Which would be closer?"

500

Interviewers must not ask the caregiver probing questions about their health such as ___________ before asking the CAHPS Hospice Survey questions.

"How are you feeling today?"

Introduction and Refusal Avoidance

100

Study and thoroughly familiarize yourself with the _____ list before you begin conducting telephone interviews so that you are knowledgeable about the CAHPS Hospice Survey.

frequently asked questions (FAQ)

200

Avoid long _____. Be ready to answer questions and address caregiver concerns.

pauses

300

Attempt to gain cooperation; if the caregiver refuses, the interviewer should politely ______ the call. The interviewer should not argue with or antagonize the caregiver.

end

400

Do not rush through the ________.

Introduction

500

Read the telephone script introduction verbatim, unless the caregiver ______ to ask a question or voices a concern.

interrupts

Conventions on Telephone Survey Instruments

100

All text that appears in lowercase letters (must/must not?) be read out loud.

must

200

Text that is underlined must be

emphasized.

300

Characters in <> (must/must not?) be read out loud.

must not

400

Text in UPPERCASE letters (must/must not?) be read out loud.

must not

500

YES and NO response options (can/can not?) be read if appropriate.

can