Change Request Memo

To:

Daniel Cline
Office of Information and Regulatory Affairs (OIRA)
Office of Management and Budget (OMB)

From:

Nidhi Singh-Shah, Ryan Hax
Centers for Medicare and Medicaid Services
Center for Clinical Standards and Quality
Quality Measurement and Value-Based Incentives Group
Division of Program Measurement and Support

Date:

July 23, 2024

Subject: Non-Substantive Change Request – Health Insurance Exchange Consumer
Experience Surveys: Qualified Health Plan Enrollee Experience Survey
This non-substantive change request updates the data collection protocol associated with the
Qualified Health Plan Enrollee Experience Survey (QHP Enrollee Survey) approved under OMB
Control Number 0938-1221. The approved questionnaire is available in English, Spanish, and
Chinese for use in a mixed-mode methodology that includes mail, telephone, and Internet survey
modes. The English and Spanish questionnaires are available in all three modes of completion,
while the Chinese questionnaire is available to be completed via mail and telephone. This memo
outlines CMS’s request for approval to implement the Chinese Internet survey mode.
BACKGROUND
Section 1311(c)(4) of the Patient Protection and Affordable Care Act directs the Department of
Health and Human Services Secretary to develop quality ratings and assess enrollee satisfaction
with each QHP offered through the Health Insurance Exchanges. In 2011, the CMS established
the QHP Enrollee Survey and the Quality Reporting System to compute measures from survey
data and administrative data, respectively. Currently, the QHP Enrollee Survey must be
administered in English and Spanish by mail, internet, and telephone. The QHP Enrollee Survey
may also be administered in Chinese via mail and telephone modes.
In 2023, CMS conducted interviews with QHP issuers and consumers, authorized under OMB
control number 0938-1185. CMS received positive feedback on implementing the Chinese
Internet survey. As a result, CMS is requesting approval to implement the Chinese Internet
survey. This change will allow Chinese-speaking enrollees an additional mode of completing the
QHP Enrollee Survey.
OVERVIEW OF REQUESTED CHANGES
CMS is requesting to implement the Chinese Internet questionnaire (Attachment A). This version
of the survey was created using the existing Chinese mail questionnaire. With the introduction of
the Chinese Internet survey, CMS will also implement an email protocol, which would follow the
same requirements as the English and Spanish protocols authorized under OMB Control Number
0938-1221. Survey vendors will send a notification email (Attachment B) and two reminder
emails (Attachment C) during the fielding period to inform Chinese-speaking enrollees of the

option to complete the survey via Internet.
ATTACHMENTS
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Attachment A. Chinese Internet Survey Questionnaire
Attachment B. Chinese Notification Email
Attachment C. Chinese Reminder Email