QUALITY:

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.