Evaluation of the Personal Health Record Pilot for Medicare Fee-For Service Enrollees from South Carolina. Appendix 4. Contractor Discussion Protocols

08/01/2009

Contractor Key Informant: _____________

Contractor Organization: QSSI

 

The Office of the Assistant Secretary for Planning and Evaluation (ASPE) in the Office of the Secretary at HHS has contracted with NORC at the University of Chicago, a non-profit social science and policy research organization to evaluate CMS’ personal health records (PHR) pilot for fee-for-service Medicare enrollees. 

As a part of this evaluation, we wanted to speak to members of the contractor team that is implementing the pilot project for PHR.  We are interested in learning about your experiences both before and during this project with respect to the PHR’s usability and utility, best practices for design and development and the relevant standards for security and privacy, interoperability and content.

Thank you for taking the time to speak with us about your experiences on this initiative.  We estimate that this interview will last no longer than 45 minutes.

Discussion Guide

  1. What is your role on this pilot demonstration project?

 

  1. As the prime contractor what has QSSI learned about the process of coordinating the flow of Medicare claims data into PHRs being targeted to Medicare beneficiaries?

 

  1. What are the largest challenges you faced on this project, and were the challenges expected or unexpected?

 

  1. What role has QSSI played in outreach and dissemination?

 

  1. What do you see as the key challenges that remain on this project?

 

  1. What are the key lessons learned that you have taken away from this project?

 

  1. What do you know now that you wished you knew at the start of the project?

 

 

Contractor Key Informant: ___________

Contractor Organization: HealthTrio

 

The Office of the Assistant Secretary for Planning and Evaluation (ASPE) in the Office of the Secretary at HHS has contracted with NORC at the University of Chicago, a non-profit social science and policy research organization to evaluate CMS’ personal health records (PHR) pilot for fee-for-service Medicare enrollees. 

As a part of this evaluation, we wanted to speak to members of the contractor team that is implementing the pilot project for PHR.  We are interested in learning about your experiences both before and during this project with respect to the PHR’s usability and utility, best practices for design and development and the relevant standards for security and privacy, interoperability and content.

Thank you for taking the time to speak with us about your experiences on this initiative.  We estimate that this interview will last no longer than 45 minutes.

Discussion Guide

I. Background

 

  1. What is your role on this pilot demonstration project?

 

  1. For how long has the HealthTrio PHR been available?

 

II. Project Related Questions

 

  1. How did you gather user requirements and an understanding of what functions to make available to Medicare beneficiaries?

 

  1. What changes were made to the PHR to support the CMS pilot? 
    1. Can you describe what, if any, changes were made to the security of the system to meet CMS requirements?

 

  1. Can you describe the process of how HealthTrio receives data from Palmetto?

    1. How do you verify the information that you have received has been updated correctly in the PHR?

 

  1. Can you share with us what tools you are using to transform data from claims into information that consumers will be able to understand?

 

  1. Was any initial usability testing done with the Medicare population?  When? How? 

 

  1. Based on the experience with MyPHRSC:

    1. Which functions do Medicare beneficiaries like best/least?
    2. Are there functions they are not being used? 
    3. Are there any features available in the HealthTrio tool but not in this pilot that you believe would have been useful to the users?
  1. What have you learned about the unique requirements that FFS users have in terms of:

    1. Usability?
    2. Utility/functionality?
  1. From the information gathered from the technical support line for Medicare beneficiaries:

    1. What are some of the most common problems encountered by beneficiaries?
    2. Do users have concerns related to the security/privacy of the system?
    3. What is your normal turnaround time on resolving tickets?
    4. What, if any, requests have you received for additional features and functions?

 

III.      General Questions

  1. What usage data is HealthTrio collecting? Can this data be made available to NORC?

 

  1. What specific standards does the HealthTrio PHR support?

 

    1. Are you using the CCR standard for the record summary?
    2. What security standards are being used?
    3. What, if any, content standards are being used?

 

  1. What are the largest challenges you faced on this project, and were the challenges expected or unexpected?

 

  1. What do you see as the key challenges that remain on this project?

 

  1. What are the key lessons learned that you have taken away from this project?

 

  1. What do you see as the key learning opportunities that remain on this project?

 

 

Contractor Key Informant: __________

Contractor Organization: Palmetto

The Office of the Assistant Secretary for Planning and Evaluation (ASPE) in the Office of the Secretary at HHS has contracted with NORC at the University of Chicago, a non-profit social science and policy research organization to evaluate CMS’ personal health records (PHR) pilot for fee-for-service Medicare enrollees. 

 

As a part of this evaluation, we wanted to speak to members of the contractor team that is implementing the pilot project for PHR.  We are interested in learning about your experiences both before and during this project with respect to the PHR’s usability and utility, best practices for design and development and the relevant standards for security and privacy, interoperability and content.

 

Thank you for taking the time to speak with us about your experiences on this initiative.  We estimate that this interview will last no longer than 45 minutes.

Discussion Guide

  1. What is your role on this pilot demonstration project?

  2. Can you walk us through the steps that you go through to populate Medicare Claims data into the HealthTrio PHR?

  3. What have you learned about the functional and technical requirements for exporting CMS claims data into a PHR?  How does it differ from exporting CMS claims data to other types of systems?

  4. Can you describe what if any transformation to the data was necessary before it could populate the HealthTrio PHR?

  5. What have you learned about the security requirements for exporting CMS claims data into a PHR?  How does it differ from exporting CMS claims data to other types of systems?

  6. What is the time-lag between receiving claims information and populating the HealthTrio PHR?

  7. How does Palmetto verify that the accuracy of the information that is populating in the PHR?

  8. Has Palmetto found that any of the data that is populating the PHR may not be readily usable by consumers, as opposed to clinical and administrative professionals?

  9. What are the largest challenges you faced on this project, and were the challenges expected or unexpected?

  10. What do you see as the key challenges that remain on this project?

  11. What are the key lessons learned that you have taken away from this project?

  12. What do you see as the key learning opportunities that remain on this project?

 

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