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Call Filters: Wait Time Exclusions

July 15, 2021

In order to reduce survey fatigue among patients, PRC has put forth a wait period exclusion protocol that is consistent with the Centers for Medicare and Medicaid’s (CMS) strict guidelines for the following CAHPS® surveys: Inpatient HCAHPS, Home Health CAHPS, and Hospice CAHPS surveys. Our tested protocols maximize response rates by limiting the risk of overexposing patients to surveys for other non-CAHPS services.