December 14, 2009

CMS to Conduct Provider Satisfaction Survey

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The Centers for Medicare & Medicaid Services (CMS) is preparing to conduct the fifth annual Medicare Contractor Provider Satisfaction Survey (MCPSS). This survey offers Medicare fee-for-service (FFS) providers and suppliers an opportunity to give CMS feedback on their interactions with Medicare FFS contractors related to seven key business functions: provider inquiries, provider outreach and education, claims processing, appeals, provider enrollment, medical review, and provider audit and reimbursement. The survey will be sent to a random sample of approximately 30,000 Medicare FFS providers and suppliers. Those who are selected to participate in the 2010 MCPSS will be notified starting in January and can complete the survey on the Internet via a secure website or by mail, fax, or telephone.

The MCPSS has the following goals:

  • Provide feedback from providers to FFS Medicare contractors so that they may implement process improvement initiatives;
  • Establish a uniform measure of provider satisfaction with contractor performance; and
  • Satisfy requirements of the Medicare Prescription Drug, Improvement and Modernization Act of 2003 (MMA) to measure provider satisfaction levels.

CMS plans to use the results for monitoring future trends, to improve contractor oversight, and to increase efficiency of the Medicare program. The MCPSS provides contractors with more insight into their provider communities and allows them to make process improvements based on provider feedback.

To learn more about the MCPSS, visit www.cms.hhs.gov/mcpss

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