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.

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