URAC WS 3 -- Disclosure: Communication

This standard, with a single clause and a relatively low weight of 3, is quite straightforward and easy to meet.  It reads:

The Web site discloses its practices for uses and response times for e-mails, electronic messages, and other communications transmitted via the Web site. (Primary)

As is nearly always the case with Health Web Site standards, a combination of a compliant web page and a P&P that codifies the appropriate procedure is required by URAC.  For this standard, it also will be helpful to provide evidence that staff members charged with communications are trained in the P&P's requirements (e.g., training agendas).  In addition, URAC suggests submitting dated response emails to show that your organization complies with your own turnaround-time policies.   

One of the clearest examples of the way a contact page should look can be seen at A.D.A.M.'s "Contact Us" page.

Be forewarned --  The URAC reviewer might just send you an anonymous email to see if you comply.  Make sure you've implemented your P&Ps on turnaround times!