About the Beneficiary and Family Centered Care Survey Center

The Beneficiary and Family Centered Care Survey Center (BFCC-SC) samples 15,000 Medicare beneficiaries a year to hear about their experiences with their Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO) during the complaint and appeal processes. The Experience Surveys collect information from Medicare beneficiaries on how the BFCC-QIO communicated with them when their case was started and ended, how the BFCC-QIO worked with them and their families, and how the BFCC-QIO helped with documents and kept them informed. The results of the Experience Surveys are confidential and do not impact the services that Medicare beneficiaries receive. This information feeds into an overall positive beneficiary experience score. The data below show how Medicare beneficiaries rated their BFCC-QIOs during the most recent quarter of complete data collection (November 1, 2023 – January 31, 2024).

BFCC-SC Quality Conference Material

To see how the Experience Survey data are used and some feedback from Medicare beneficiaries gathered by the Experience Survey, please download our posters presented at the 2021 and 2022 CMS Quality Conference below. Audio and transcription is also available.