Satisfaction

URAC-accredited companies will need to add a client satisfaction assessment mechanism under a proposed new standard.  The new standard would read:

The organization implements a mechanism to collect or obtain information about client satisfaction with services provided by the organization. (Wt = 3).

Oddly, the explanatory note to the revision claims that Core 24 currently applies to client and consumer satisfaction assessment, and that this new standard simply splits the client piece of that off into its own standard.  That simply is not true.  Core 24 applies exclusively to consumer satisfaction, as is evidenced by this explanatory note in the current version of Core: "Core 24 refers to consumer satisfaction information regarding the program. This standard may not be applicable to programs that do not interact with consumers."

So, rather than a mere reorganization, this is a distinctly new requirement, never before required of URAC applicants.  This is not to say I think it's a bad idea -- we at Integral Healthcare Solutions conduct client satisfaction surveys regularly.  I only comment on this to make it crystal clear that this is a new requirement, not a repackaging of an old one.

The scoring for the new standard is a barely significant "3", which, under the new scoring system, is barely noticeable.