The Basics

Under this standard your DM program must measure your participating patients’ satisfaction with:

• Their ability to access your program’s administrative and clinical services;
• The value of the information they received from the program;
• The value of the program itself;
• The DM program itself; and
• Their own outcomes (e.g., medication compliance, physical functioning, or other indicators of quality of life).

Make sure to familiarize yourself with how your organization gathers and evaluates these data.

Management Tips

While you don’t need to have separate satisfaction measures for each condition within your program, you do need to report the results by condition.  You can conduct your data gathering periodically or on an ongoing basis.  Do your best to include patients that have dropped out of the DM program. 

URAC Accreditation Tips

Each of the five elements of this standard carries a weight of 4.

URAC is flexible about what kind of documentation to submit for this standard at the desktop review stage.  Documentation could include surveys, telephone scripts, focus group agendas, white papers describing your survey methodology, or contracts with survey vendors.

During the onsite review, the reviewer will examine the data collection instruments, reports of survey results, and documentation of research methodology.