Performance Report

Performance Report

Oversight of State Performance (OSP) 2 – CPAR


HMS provided assistance to CMS, by performing surveys of Medicare/Medicaid certified providers/suppliers to ensure the health and safety of individuals in communities. While the majority of surveys were of nursing homes and end-stage renal disease facilities (ESRDs), HMS also performed surveys in hospitals, critical access hospitals, and hospices. For surveys, generally, HMS performed their survey duties professionally, competently, and with an understanding that they represented both HMS and CMS. CMS received positive feedback regarding the experience and professionalism of HMS’ surveyor staff. There were instances where survey documentation required revisions; in these instances, HMS was responsive to comments from CMS and the States.

During the Base Year, the COVID-19 Public Health Emergency presented challenges to the contract. CMS had suspended all surveys, except for surveys that focused on infection control and allegations of immediate jeopardy. In addition, in order to perform surveys, surveyors must have the necessary Personal Protective Equipment (PPE), as indicated, for the protection of the surveyors themselves and facility staff and patients/residents. While there was a period where HMS did not receive survey requests, their time was used effectively in getting surveyors prepared to respond to CMS’ needs. The surveyors had to familiarize themselves with multiple revisions to CMS regulations and guidance related to infection control, as well as CDC recommendations for COVID-19. For example, HMS’s infection preventionist provided training to its surveyors on the appropriate use of PPE. HMS had assured that their surveyors were ready to conduct surveys when requested by CMS.

Also, HMS continued to work with Survey & Certification operations in four State survey agencies, HMS facilitated strong relationships with the States and CMS Regional Offices and recommended practical areas of improvement. Detailed actions plans were developed and monitored, and HMS assisted the States in executing the plans through multiple activities, such as the development of guides, reporting tools, presentations for training and orienting staff, tracking sheets, training exercises, templates for correspondence, and draft standard operating procedures and policies. The outcome of HMS’ work included improvements in meeting timeliness metrics. 

HMS ensured the information provided to CMS through weekly meetings, as well as monthly and quarterly reports was clear, accurate, timely and useful. 

Additional tasks, adjustments, and modifications were provided as requested. 


HMS provided all deliverables within the SOW in a timely manner. HMS planned ahead in trying to anticipate any potential staffing shortages; HMS worked with CMS on scheduling surveys and brainstormed with CMS on strategies through the pandemic. HMS also exceeded the expectations by providing assistance on surveys with short notice when needed by CMS and the States. For example, there were 36 surveys that were scheduled and completed within 3 days or less from the time of CMS request. For some of these cases, this allowed CMS to provide prompt oversight of facilities to ensure that residents and patients were receiving quality care in a safe environment. HMS accommodated survey requests from CMS without delay. 

HMS also assured that all deliverables under the other tasks of the contract were timely.


HMS has provided the requested assistance, including additional requests and modified work within the stated cost structure. HMS made every effort to ensure travel arrangements were made at the earliest possible date in order to ensure cost savings. HMS ensured a strict adherence to the GSA rates and Federal Travel Regulations in an effort to maintain costs at a minimum. HMS made every effort to schedule surveys together, when possible, in order to assist with cost control. Also, when there were unanticipated survey cancellations, HMS worked to see if they could salvage the travel costs and conduct a survey at a different facility.


HMS staff, including the Project Director, was always readily accessible and maintained open communication with CMS staff. HMS responded to all scheduled and additionally requested tasks in an accurate and timely manner.

HMS management was highly responsive to feedback on specific tasks and took immediate action to ensure that CMS’ needs were met, the project met the terms of the SOW and moved in the right direction. They also actively sought out feedback on their continued performance under the Contract which assisted in identifying issues early and addressing them constructively.


The contractor has met all statutory, regulatory, and contractual requirements including submission of their Service Contract Inventory report for FY2020.


Given what I know today about the contractor’s ability to perform in accordance with this contract or order’s most significant requirements, I would recommend them for similar requirements in the future.


Given what I know today about the contractor’s ability to perform in accordance with this contract or order’s most significant requirements, I would recommend them for similar requirements in the future.

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