Design and Operation of the 2010 National Survey of Residential Care Facilities. APPENDIX XV: Interviewer Reminder Call Script

11/01/2011

REMINDER CALL

  • OPEN FACESHEET.
  • GO TO FACILITY & DIRECTOR TAB AND REVIEW DATA.
  • GO TO APPOINTMENT TAB AND REVIEW DATA.
  • PLACE CALL TO PRIMARY PERSON TO REMIND.

SPEAKING TO RECEPTIONIST

  • Hello, this is FIRST AND LAST NAME OF INTERVIEWER. May I please speak with ____________________?
  • Could you transfer me to his/her voicemail?

CONFIRMING WITH PRIMARY PERSON

  • I’m calling to confirm my appointment with you and your staff at APPOINTMENT DAY OF WEEK, APPOINTMENT DATE, APPOINTMENT TIME for the National Survey of Residential Care Facilities.
  • Address
  • Meeting location
  • Parking
  • Security/ID arrangements
  • Anything else to be on lookout for
  • Do you have any other questions I can answer before my visit on APPOINTMENT DATE?
  • Thank you. I look forward to meeting you. If you have any questions, do not hesitate to call me at INTERVIEWER’S HOME NUMBER/SUPERVISOR’S TOLL-FREE NUMBER.

REMIND OF PIW AND LIST

  • Did you receive the appointment package our office sent to you? It includes a letter, a worksheet, and an NSRCF pen. I would like to ask you, if you have the time, to complete that worksheet before the interview. I know your time is valuable, so if you can find the time to complete the worksheet beforehand when it works with your schedule, this will more than make up for itself because the in-person interview will be much faster and smoother. Also please print a list of current residents (FOR CCRCs and MULTILEVELS: If you have many components of your facility, the list should be restricted to current residents of the residential care portion, often known as assisted living. It should not include independent apartments, nursing home, rehabilitation, or other components you may have on your campus in the residential care portion) as of midnight before the time interview.

  • IF RESPONDENT ASKS WHAT IS ON THE WORKSHEET: It is numerical data about your facility; for example, numbers and types of staff, admissions, discharges, prices. The list of current residents is used to select a random sample of residents.

  • Thank you. I look forward to meeting you. If you have any questions, do not hesitate to call me at INTERVIEWER’S TOLL-FREE NUMBER/INTERVIEWER’S HOME NUMBER.

IF RESPONDENT HAVING TROUBLE PROVIDING DATA REQUESTED ON PIW

  • Yes, some of the questions ask for a lot of data. Many facilities are like yours and do not routinely collect this type of data. It’s okay to fill in whatever information you have.
  • We’ll input your answers during the site-visit. On any question, you can always pause the interview to look up the information, ask a colleague for the information, or skip the question.

RESCHEDULE

  • I’m sorry that that time doesn’t work for you. Let’s reschedule to a better time.

VOICEMAIL MESSAGES

  • APPROPRIATE FOR PRIMARY PERSON’S DIRECT NUMBER. Hello, this if FIRST AND LAST NAME OF INTERVIEWERS. I’m calling to confirm my appointment with you (and your staff) at APPOINTMENT TIME on APPOINTMENT DATE for the National Survey of Residential Care Facilities. If you have not already done so, please complete the short worksheet we sent and prepare a list of current residents as of midnight before the interview. If you have any changes or questions, please call me at INTERVIEWER’S HOME NUMBER ____________________. Thank you.

  • APPROPRIATE FOR FACILITY GENERAL NUMBER. Hello, this is FIRST LAST NAME OF INTERVIEWER. I’m calling to confirm my appointment with ____________________ at APPOINTMENT DAY OF WEEK, APPOINTMENT DATE, APPOINTMENT TIME for the National Survey of Residential Care Facilities. If ____________________ needs to reach me regarding this appointment, please call me at INTERVIEWER HOME NUMBER. Otherwise, I look forward to meeting her/him and his/her staff on APPOINTMENT DATE.

  • Our office sent appointment materials to ____________________. We hope that he/she will have the opportunity to complete the worksheet and print the list prior to my arrival. This will make the appointment proceed more quickly.

Again, if you have any questions or changes please call me at INTERVIEWER HOME NUMBER.Thank you.

E-MAIL MESSAGE

  • Dear PRIMARY PERSON. This e-mail is to confirm my appointment with you (and your staff) at APPOINTMENT TIME on APPOINTMENT DATE for the National Survey of Residential Care Facilities. If you have not already done so, please complete the short worksheet we sent and prepare a list of current residents as of midnight before the interview. If you have any changes or questions, please call me at home number ____________________. I look forward to seeing you on APPOINTMENT DATE. Thank you. FIRST AND LAST NAME OF INTERVIEWER.

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