Reminder to Vendors to Provide Their REACH ACOs With the Help Desk Telephone Number and Email, For Waiting Room FAQs
folder_openOther Announcementscalendar_todayPosted August 26, 2024

This announcement serves to remind ACO REACH CAHPS Survey vendors to notify client ACOs of their toll-free Help Desk contact information. Survey vendors’ Help Desks should be operational by the date the first questionnaires are mailed (September 9, 2024) and agents prepared to answer questions from sampled beneficiaries (or their family members, friends, or caregivers) who call or email with questions about the ACO REACH CAHPS Survey.

ACOs will write/print the Survey vendors’ toll-free number onto the CMS-provided document called Waiting Room FAQs. CMS encourages ACOs to display this document prominently. Having the Survey vendors’ toll-free number on the FAQs increases the perceived legitimacy of the survey. For reference, the Waiting Room FAQs are provided on the ACO REACH CAHPS website (https://acoreachcahps.org/Survey-and-Protocols) and posted in the REACH ACO 4i Knowledge Library.

Please contact the ACO REACH CAHPS Survey Coordination Team at acoreachcahps@rti.org or by calling the toll-free number if you have any questions.