The Basics

This standard requires your organization to provide its consumers with information about services in multiple formats, such as the Internet, live presentations, video, e-mail, and telephonic.  The key here is assuring that all of your consumers have access to all relevant information, regardless of education level, language obstacles, or whether they have access to a computer.

Management Tips

While it is possible to imagine an extreme interpretation of the requirement that you reach out to "all" of your consumers, URAC takes a pragmatic approach, allowing you to fill in any gaps in your communications mechanisms by providing telephonic access to assists for consumers who don't receive or understand information you send out through other media.

URAC Accreditation Tips

This standard is weighted 4.

For the desktop review, submit the applicable P&Ps and no more than three examples of how you have implemented the P&Ps.

The onsite review will involve a demonstration of the consumer portal, an examination of sample print materials, and a review of selected consumer records.