Rainmakers Awarded Centers for Medicare & Medicaid Services Beneficiary and Family Centered Care Survey Center Contract
Rainmakers Strategic Solutions LLC (Rainmakers) was awarded the Beneficiary and Family Centered Care Survey Center (BFCC-SC) contract from the Centers for Medicare & Medicaid Services (CMS), Center for Clinical Standards and Quality (CCSQ) to survey Medicare beneficiaries who have filed complaints and appeals with BFCC Quality Improvement Organizations (BFCC-QIOs).
Rainmakers, and its subcontractors Avar Consulting, Inc. and Westat, will operate the BFCC-SC and implement a multimodal survey data collection approach to gather information in support of the BFCC-QIO program’s 12th Scope of Work, with a focus on continuous quality improvement. BFCC-QIOs rely on information from this beneficiary experience survey as a way to obtain feedback on their methods of handling the complaints and appeals processes, to understand whether they have met performance metrics and quality improvement efforts, and to identify areas for process improvement. CMS will use information from the survey for BFCC-QIO contract evaluation and to foster overall improvements in the BFCC-QIO program.
“The opportunity to continue our partnership with the Centers for Medicare & Medicaid Services is an honor. With this survey we offer CMS a unique window into how beneficiaries see the QIO program and promote the authentic and intentional elevation of the Voice of the Customer.”
Rainmakers survey interviewers will administer the Medicare Beneficiary and Family Experience Survey via telephone and postal mail to 15,000 Medicare beneficiaries per year to gather information on their experiences with filing complaints and appeals through the BFCC-QIOs. Our survey analytic staff will analyze and provide survey data to CMS and the BFCC stakeholder community to measure program success and inform continuous quality improvement, innovation, and collaboration. We will inform CMS and QIOs of survey findings through an interactive dashboard and quarterly and annual reports.
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