SMS has broad experience in the health care and insurance industries. SMS has been the vendor for the Hawaii Department of Health's Hawaii Health Survey since 1996. We have conducted Hawaii's Behavioral Risk Surveillance System surveys (CDC) since 2002. We have conducted scores of other surveys and program evaluations for the Department of Health. SMS conducted the first CAHPS surveys in Hawaii and has since conducted NCQA surveys for HMSA, QUEST, and the Hawai'i Insurance Commissioner (covering all carriers in Hawaii). We have worked for nearly every major health care provider in the State, and continue to serve the research needs of Castle Medical Center, Maui Memorial Hospital, and the REHAB Hospital of the Pacific. In addition to our past work for HMSA, we have conducted surveys for Kaiser Permanente Health Plan, Castle Medical Center, Kapiolani, Straub, Vermont, and others.
Because SMS works closely with the health care industry, we track and stay current with existing and proposed legislation and regulations. The chief regulations governing the types of research are: (1) the Health care Information Portability and Accountability Act (HIPAA), including both HIPAA Privacy and Security Rules and other Centers for Medicare & Medicaid Services (CMS) regulations governing the use of patient information in research, and (2) the National Committee for Quality Assurance (NCQA) procedures for conducting Consumer Assessment of Health Care Providers and Systems (CAHPS) surveys. Other rules and regulations specific to Hawaii are covered in the Hawaii Revised Statutes and Department of Health regulations.
SMS has developed new, integrated methods of survey design, data collection, and analysis for patient satisfaction surveys. We can link the surveys directly to hospital databases to estimate the contribution of individual patient satisfaction components to current and future revenues.
We have also had the chance to work with health care plans to estimate profitability of services and patients in determining policy changes. This has required gathering accurate and relevant data from plan members, doctors, nurses, other professional staff, administrators, and the general public. SMS has been able to apply our skills at mail, telephone, executive, and intercept interviews (not to mention focus groups) to the solutions of those problems.
On average, SMS conducts two health-related marketing research projects each month for private corporations.
SMS did a great job in leading Hawai‘i Tourism Authority’s evaluation development process…including identifying input, output and outcome measures to track progress toward HTA’s strategic goals. SMS also provided steps to guide us in integrating the evaluation process into our overall operations and planning. Our staff was actively engaged in the process and tracking the measures will ensure a focus on driving towards outcomes.
— Leslie Dance, former VP Marketing
Hawai‘i Tourism Authority