The Basics

This standard requires that your organization make sure that all its information exchanges with consumers and potential enrollees be designed to address the diversity of your organization's consumer population, including differences in:

• levels of literacy,
• language,
• culture, and
• mental and/or physical ability.

Management Tips

The best approach to the standard involves addressing these requirements in your policy and procedure that provides a comprehensive approach to consumer health information content.  That policy should specifically address each of these issues, and perhaps other issues of diversity.  Don't rely on generalized references to "diversity" -- have your P&P speak to these particular aspects of diversity.  Be specific about how you intend to address each of these areas, whether they be literacy assessment, access to interpreters, etc.

URAC Accreditation Tips

Each of the four elements of this standard is weighted 4.

For the desktop review, submit the applicable P&Ps and your communications plan.

The onsite review will involve an interview of your customer service staff, as well as an examination of orientation and training records for customer service representatives and other staff members who interact with consumers.