Watch this video to learn more about the Beneficiary and Family Centered Care Survey Center (BFCC-SC)
Who We Are
Each year, the BFCC-SC (administered by Rainmakers Strategic Solutions, LLC) conducts the Experience Survey with a sample of 15,000 Medicare beneficiaries to hear about their experiences with the Beneficiary and Family Centered Care Quality Improvement Organizations (BFCC-QIOs) as they go through the appeal and complaint processes. The Experience Survey seeks to understand beneficiaries’ perceptions of 1) how they feel their BFCC-QIO has communicated with them and 2) how they feel their BFCC-QIO worked with them and their family during the process.
Your Voice Matters
Through conducting the Experience Survey, the Centers for Medicare and Medicaid Services (CMS) is able to “hear” directly from the beneficiaries and their representatives. Trained interviewers offer a safe environment to have honest conversations. Beneficiary feedback provides CMS a unique window into how beneficiaries see the program and promotes the authentic and intentional elevation of the Voice of the Customer.
The BFCC-SC conducts phone and mail surveys within six weeks of the case being closed. This timeframe helps promote accurate recall and feelings from the beneficiary about their experiences.