Core 3.4

CORE 37 - Consumer Rights and Responsibilities

Submited by: Tom Goddard

The Basics

This standard requires that your organization implements a mechanism to inform consumers of rights and responsibilities relating to your services. That mechanism should include specific guidelines for how and when the organization will advise consumers of those rights. As a member of the staff, it will be incumbent upon you to know what your organization's policies and timelines contemplate regarding this notice.

Management Tips

As you develop your policies and procedures around this, you have a good deal of flexibility. URAC as a general preference, expressed in other standards, for multi-modal communications. So, you may want to consider website, regular mail, or e-mail as modes of communication.
This standard will not apply to organizations that have no interface with any consumers.

Accreditation Tips

Desktop Review
For the desktop review phase, submit your policies and procedures describing your modes of distributing consumer rights and responsibilities. In addition, you can submit sample newsletters or screenshots of Web pages.
Validation Review
The reviewer will interview members of the staff who are responsible for sharing with consumers their rights and responsibilities, whether via telephone, in-person, or in consumer materials (printed or Web site).
Document Review
The reviewer also will examine documents demonstrating implementation of your policies under this standard. Be prepared to demonstrate that consumers have received information about their rights and responsibilities.

  • Core 3.4 / 06.29.2020

    CORE 40 - Health Literacy

    This standard, a new, experimental standard, suggests that your organization should have policies and procedures that address health literacy. In this context, the meaning of health literacy is, "The degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate decisions regarding their health." The three suggested...

  • Core 3.4 / 06.29.2020

    CORE 39 - Consumer Satisfaction

    This short standard requires that your organization have a mechanism to collect information about your consumers' satisfaction.This often is done in the form of customer satisfaction surveys, consumer complaints, and sometimes even focus groups. Find out what your organization does -- it's likely more than one mechanism.

  • Core 3.4 / 06.29.2020

    CORE 38 - Consumer Safety Mechanism

    One of the most important of the URAC standards is this one, which requires that the organization have processes to respond quickly to urgent situations that threaten consumers' well-being.Even though the standard speaks of "a mechanism", the reality is that it requires a system of mechanisms dealing with the full array of urgent situations that are likely to confront the applicant. You can see th...