Specialty Pharmacy (4.0) 4.0

PSC 3-1: Telephone Performance

Submited by: Tom Goddard

The Basics

Building on the requirements of the previous standard to monitor telephone performance, this standard establishes minimum performance requirements:

  • Average abandonment rate -- less than or equal to 5 percent; and
  • Average speed of answer by a live person -- 80 percent.

In addition, the standard requires that the quality oversight committee review, no less than quarterly, performance trends on the above metrics, and generate action plans where the data suggest that such plans are appropriate.

Management Tips

You'll need to make sure that at least 3 of the 4 most recent quarterly reports to the quality management committee show compliance with these performance requirements. First-time applicants need to be able to demonstrate that they've reported telephone statistics at at least one QMC meeting. 
If you do miss these performance requirements, at some point in the following 12 months you must sustain 6 consecutive months of compliance with the minimums outlined in this standard.
This standard applies to calls received at all your locations.

Accreditation Tips

Desktop Review
In addition to the policy and procedure that describes telephone performance monitoring and reporting, submit four quarterly reports (or one, if you are a first-time applicant) of your telephone metrics. 
Validation Review
The reviewer will look for evidence of the required reporting to the QMC in that committee's meeting minutes. 

In addition, the reviewer may interview staff responsible for monitoring telephone performance metrics.

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