The Basics

The intent of this standard is to make sure that your DTM program empowers consumers to make decisions regarding the course of the program.  The standard accomplishes this by requiring that your program spell out in policies and procedures mechanisms by which:

• your organization will make information available to consumers to help them with decision-making;
• those decision support tools are made available to the consumer; and
• your program engages consumers in empowered decision-making.

Your organization has some flexibility as to how it provides this information, including in person, by mail, telephonically, or online.  Make sure you are familiar with the particular blend of media your program uses.

Management Tips

Your documentation needs to be explicit about how your organization supports the empowerment of consumers in decision-making throughout the program.  Make sure that the applicable policy and procedure or program description is explicit regarding the requirements of all three elements of this standard.

URAC Accreditation Tips

Each of the three elements of the standard is weighted 3.

In addition to the applicable policy and procedure regarding consumer decision-making, you should submit for the desktop review examples of decision support tools that you provide consumers.

During the on-site review, in addition to staff interviews, the reviewer will conduct a review of your consumer decision-support instruments that you described in your policies and procedures.