The Basics

This standard fleshes out the more general requirements regarding consumer communications that are spelled out in other standards in the PHARM Core module by more specifically requiring that your DTM program ensures that that communication system:

• provides program staff with the capability of receiving and returning phone calls;
• has clearly specified hours of operations that are communicated to consumers;
• operates within clear criteria for how to handle inbound and outbound calls;
• provides for documentation of performance evaluation.

This communication system must handle both ordinary and emergency situations.  In addition, the system must specifically address how your organization handles inbound calls that take place outside of your normal hours operation.  Make sure you are familiar with your organization's policies and procedures regarding this communication system.

Management Tips

The intent of this standard is to ensure that your program provides communications services that are appropriate to both your program and its participants.  Your job as a manager concerning this standard is to make sure that your documentation, both of policies and procedures and of processes, address every element of the standard.  Be sure that your logs of consumer communications are well kept, and that you evaluate your organization's communications system performance periodically.

URAC Accreditation Tips

The elements of the standard vary from a weight of three to mandatory.

The essential document to submit for purposes of the desktop review will be your program description or policy and procedure.

The on-site reviewer is likely to ask for a demonstration of how your communications system works, including how it tracks incoming and outgoing calls.  He/she is also likely to interview staff members involved in the operation of the communication system.  Finally, the on-site reviewer almost certainly will listen to any recorded voicemail messages, particularly those handling inbound calls outside of normal business hours.