CAHPS Patient-Centered Medical Home (PCMH)

The HEDIS Specifications for CAHPS PCMH Survey includes surveys and protocols for the CAHPS® Patient Centered Medical Home (PCMH) Survey. To review the survey and NCQA’s required CAHPS PCMH methodology, click here.

The CAHPS PCMH survey uses the Clinician & Group (CG) CAHPS 12-Month Survey core set of items and incorporates the Patient-Centered Medical Home item set. Although this survey could be used by any physician practice, it is expected to be useful for practices that have adopted features of a patient-centered medical home (PCMH). NCQA’s optional Distinction in Patient Experience Reporting allows PCMH practices to collect patient feedback through the CAHPS PCMH survey. For more information about the PCMH Distinction program click here.

The CAHPS PCMH Survey was first implemented in 2011. The survey addresses domains of care that multiple stakeholders identified as critical for evaluating PCMH practices. These domains include:

  • Access
  • Information
  • Communication
  • Coordination of care
  • Comprehensiveness
  • Self-management support and shared decision making

NCQA awards distinction to PCMH practices that are recognized under its PCMH Recognition Program and plans to create national benchmarks. Practices can also collect CAHPS PCMH survey data for internal quality improvement purposes.

NCQA trains and certifies survey vendors to collect CAHPS PCMH survey results from practices according to the HEDIS protocols. Once certified, survey vendors may enter into contracts with practices to survey a sample of patients. 

CAHPS PCMH Survey Vendor Certification Process

To become an NCQA-certified survey vendor, an organization must demonstrate that it has the capabilities, experience and expert personnel to accurately collect and report survey results.
The deadline to submit a proposal for 2016/2017 CAHPS PCMH survey vendor certification has passed. Please check this website in early 2017 for an announcement of the 2017/2018 RFP.

The Request for Proposal (RFP) for 2016/2017 CAHPS PCMH survey vendor certification is now available. Click here for the RFP.

Interested organizations must submit a proposal by: Friday, February 5, 2016.

Prospective applicants should contact the CAHPS PCMH Team mailbox at CAHPS-PCMH@ncqa.org with any questions.

Survey Vendor Training

NCQA requires that all survey vendors participate in annual Survey Vendor Training via WebEx. The project director and at least one other representative are required to attend Survey Vendor Training.

Survey Vendor Training includes the following:

  • Sampling and data collection protocols
  • NCQA Quality Assurance Plan (QAP)
  • Submission of survey data to NCQA

Upon successful completion of the training, CAHPS PCMH survey vendors are certified to collect and report CAHPS PCMH data for one year. The names and contact information of certified survey vendors are updated on NCQA’s Web site annually. Independent of NCQA, survey vendors enter into contracts with practices. Click here for the current list of certified CAHPS PCMH survey vendors. 

NCQA expects strict adherence to its procedures and protocols. Any deviation from or enhancement to the protocols must have prior written consent from NCQA. 

Survey Vendor Oversight

Throughout survey administration, NCQA staff monitors each survey vendor’s work by:

  • Reviewing all printed materials, survey vendor QAPs and interim reports
  • Monitoring telephone interviews and toll-free customer support numbers
  • In addition, NCQA provides ongoing technical support to survey vendors.

The distinction for practices is effective for one year after NCQA receives the practice's data. Practices must submit data annually through their survey vendor to maintain distinction. NCQA offers two data submission periods (April and September). However, submitting data twice a year is not a requirement to maintain distinction. 

CAHPS PCMH Questionnaires

There are two CAHPS PCMH questionnaires covering the adult and child populations. The CAHPS PCMH questionnaires are produced by the Agency for Healthcare Research and Quality (AHRQ). To view a copy of the CAHPS PCMH survey, click here.

For more information on CAHPS PCMH, please contact the NCQA CAHPS PCMH team by e-mail at CAHPS-PCMH@ncqa.org.