The Basics

This standard requires that the organization ensure access to services covered by the accreditation.

Typically, this might include familiar call-center standards for organizations that have that function.  Employees involved in meeting those standards should know what the organization's standards are and how performance is measured.

The standard does not refer only to network adequacy come but also includes all services.

Management Tips

This is a general standard that is fleshed out in further detail in other standards within this module and other modules.  Taken together, you'll need to submit some sort of access documentation in addition to the network adequacy you'll be submitting under the applicable Pharm DC standards.  Telephone statistics are a good "go-to" for nearly all URAC applicants under this standard.   URAC explains: "Many programs use telephone statistics to measure access to program services.  After establishing acceptable standards, measurements are periodically taken to ensure consumer and client access to services. Access standards related to telephone services should include standards regarding returning or responding to after hours calls and/or voice messages."

URAC Accreditation Tips

This standard is mandatory.

For the desktop review, submit documentation (program descriptions or P&Ps) that contain the performance standards and describe the mechanism for measuring performance and submitting those measurements to the QM committee.  Sample reports, of the sort you submit to the QM committee, should also be submitted for desktop review.

For the onsite review, make sure you have available and clearly marked for the reviewers your QM committee meeting minutes demonstrating that the committee has reviewed those statistics.  Furthermore, staff members and management alike should be familiar with the standards and performance measurement in the event the reviewer asks about them during the interviews.