Core 3.4

CORE 39 - Consumer Satisfaction

Submited by: Tom Goddard

The Basics

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.

Management Tips

It is not merely important that you collect information about consumer satisfaction. URAC typically looks for evidence that this process is built right into your operations. This means that you have P&Ps that address this issue. It also might mean that you use multiple mechanisms to collect this information.  
Perhaps as important as the fact that you collect this information is that you do something with it. Make sure reports regarding consumer satisfaction regularly go to your quality management committee, and that the committee minutes reflect that. Data alone are pretty useless -- make sure you document that your organization does something with those data.

Accreditation Tips

Desktop Review
For your AccreditNet submission, present both your P&Ps or program description that describe your consumer satisfaction data collection mechanisms and evidence that you've implemented those policies. That evidence will come in the form of sample survey reports or tracking and trending reports of consumer complaints. If you have a template consumer satisfaction questionnaire, submit that, too.
Validation Review
Management personnel will have an opportunity to discuss consumer satisfaction with the reviewer.
Document Review
During the onsite review, the URAC reviewer will examine QM committee minutes for evidence that the committee receives the appropriate reports on consumer satisfaction.

  • Drug Therapy Management 2.2 / 09.21.2020

    DTM 13 – Customization of Education Materials

    This standard requires the organization to provide its participating patients with appropriate educational materials. Those materials need to fit the target population, be available in various formats (e.g., hard copy, online, mass communication), be appropriately designed to account for variations in patient demographics, disease states, location, cultural background, and diversity in language sk...

  • Specialty Pharmacy (4.0) 4.0 / 09.09.2020

    PSC 3-3: Clinical Communication Services

    Under this standard, the pharmacy must have documentation of the implementation of written policies to:Handle clinical calls 24/7;Timely respond to clinical communications;Counsel patients on request;Clearly spell out the process of escalating issues to a clinician.

  • Specialty Pharmacy (4.0) 4.0 / 09.09.2020

    PSC 3-2: Non-Telephonic Communications

    This standard establishes minimum requirements for your organization's communications process. First, if your organization receives communications through means other than telephone (e.g., the internet), your policies describing those means must establish standards for timely responses to those communications.Second, the pharmacy must implement a documented procedure to support "bi-directional ele...