Specialty Pharmacy (4.0) 4.0

PSC 2-2: Patient and Prescriber Satisfaction

Submited by: Tom Goddard

The Basics

This standard requires the pharmacy to measure and analyze both prescriber and patient satisfaction data. The analysis and identification of performance trends suggested by that analysis must be reported no less frequently than once per calendar year to the quality oversight committee. (Reporting the prescriber data and analysis of trends is optional, as that element is a Leading Indicator.) The committee must then develop and oversee the implementation of action plans in response to performance problems, as needed.

Management Tips

Be sure to consult your policies associated with PMI 1-3 regarding the implementation of quality activities concerning satisfaction in order to ensure consistency with the documents you provide to URAC in connection with this standard.

Accreditation Tips

Desktop Review

In addition to the policy and procedure that details the "who" and "how" of patient and provider satisfaction data measurement and analysis, submit:

  • Quality oversight committee meeting minutes or other documentation demonstrating that the committee oversees, each calendar year, the measurement, analysis, and corrective action plans regarding patient and provider satisfaction;
  • Evidence of implementation of action plans regarding satisfaction.

If your organization chooses not to meet the element requiring analysis and the identification of performance trends regarding prescriber satisfaction, submit an attestation to that effect.

Validation Review

While URAC's accreditation guide suggests that there will be no validation review activities associated with this standard, your staff should be prepared in case the reviewer decides to look at recent meeting minutes from the quality committee for evidence of analysis of patient and prescriber satisfaction data.

  • 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...