Updated ACO REACH CAHPS Telephone Scripts Have Been Posted
folder_openSurvey Materialscalendar_todayPosted July 8, 2024

CMS has decided to remove from the currently-posted ACO REACH CAHPS telephone scripts, the statement that says survey participation will not affect the beneficiary's Medicare benefits. Accordingly, vendors are directed to make the following revisions to three questions, INTRO1, INTRO2, and PROXY_INTRO2, in the ACO REACH CAHPS Standard/New Entrants Telephone Script and the High Needs Telephone Script, in English and Spanish. The changes in an English language script are shown in the screenshots below. 

Survey vendors must include these revisions in all CATI materials in their QAP submission due on August 2, 2024.

Returning survey vendors: Please be sure to incorporate both these changes and the changes from PY2023 that were contained in the files emailed on April 2, 2024.




Note: The policy that Medicare benefits are unaffected by survey participation is not changing.

Please contact the Survey Coordination Team at or call toll-free 1-833-870-0486 if you have any questions.