NCQA’s HEDIS^®/CAHPS^® Survey Vendor program was developed by NCQA to ensure standardization of data collection, thus, results from consumer experiences are comparable across health plans. To become an NCQA-certified vendor, an organization must demonstrate that it has the capabilities, experience, and expert personnel to accurately administer the survey.

Intelliscan has been certified by NCQA to conduct CAHPS^® surveys since the program was started in 1998. We are certified to conduct up to 400 samples per year.

Intelliscan’s services are ideally suited for the CAHPS^® surveys:

• Database and sample management
• Fully automated Survey Management System
• Address certification and National Change of Address processing
• Telephone number append/verify
• Printing of surveys and other mailing pieces
• Laser print personalization
• Mailing services
• Scanning of returns
• Computer Assisted Telephone Interviewing (CATI)
• Toll free help lines linked to CATI system
• Formatting of data for delivery to NCQA
• Data delivery to plans, customized to individual needs
• Seamless integration of data from a variety of sources into cohesive reports
• Dedication to client service and attention to detail

Please contact Intelliscan to request a proposal for your organization’s next CAHPS^® survey.

In addition to the CAHPS^® surveys, Intelliscan’s services have been utilized by health care companies for several other applications, including:

• Patient Satisfaction Surveys
  
  Intelliscan has worked with many of our clients to implement ongoing surveys of patients to continually measure satisfaction with individual providers. Intelliscan can design a system to distribute surveys at intervals defined by our client (i.e., weekly, monthly, quarterly). Our database management services can be integrated with the client’s claims database, enabling surveys to be sent shortly after a physician encounter.
  
  Our automated report production services enable us to generate up to several thousand reports in a very short time period. Reports can be designed to include individual physician responses and/or peer group, specialty, or overall responses as comparison points.
  
  Please contact Intelliscan to discuss how we can manage the entire process for you, from sample selection, to ongoing database management, to mailing and processing questionnaires, to data analysis and report development.
  
  
• Provider Satisfaction Surveys
  
  Intelliscan has worked with many of our clients to implement provider satisfaction surveys.
  
  
• Customer Service Surveys:
  
  Intelliscan has developed systems for clients to measure satisfaction with members’ encounters with customer service centers. We can develop a system to mail and/or email surveys out very shortly after an encounter so as to capture the most accurate and current information from members. Intelliscan’s automated reports deliver data to the client efficiently (either via hard copy or online), enabling timely interventions and improvements to the customer service network. Reports may be developed to show satisfaction rate at the health plan, call center, or individual representative level.
  
  
• Chart Reviews:
  
  Intelliscan has worked with our clients to develop online chart review programs. These systems enable our clients to efficiently gather information from providers on disease management processes and outcomes.
  
  
• New Member/Disenrollment Surveys:
  
  Many health plans conduct surveys of new members or those who have recent disenrolled. Data from new members can be very useful in measuring satisfaction with the process of enrollment, information provided, reason for a new plan, etc.

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