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URAC Develops New Case Management Patient Satisfaction Tool, Invites Public Input On Voluntary Survey Instrument

WASHINGTON, May 29 /PRNewswire/ -- In a first for URAC, the independent, non-profit accreditation organization called for public comment on a new tool it has developed to help case management practitioners assess patient satisfaction with the services they provide. The one-page survey instrument is a standardized assessment case managers can voluntarily use in the field. URAC is seeking input from any interested parties, including purchasers, policy makers, consumers, health care management organizations and health plans. The deadline for public comment is June 27, 2008.

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URAC offers the only independent accreditation program for the case management industry, and currently accredits 120 companies in case management. There is no other standardized patient satisfaction survey instrument currently available for case management professionals to assess how well practitioners:
-- Communicate with patients about their concerns and treatment options;

-- Set goals and offer education to help patients manage their needs;

-- Are available to offer assistance; and

-- Are rated in terms with patient's overall satisfaction with case

management services.

"URAC created this instrument in response to requests from case management companies for a standard assessment tool that could be used to assess patient satisfaction for case management program participants," said Alan Spielman, URAC's president and CEO. URAC's effort was initiated following a review of a survey instrument developed by Healthways. Subsequently, an advisory panel of case management experts and representatives of the Case Management Society of America worked with URAC to develop the standardized assessment tool, which included other organizations sharing their survey instruments. The standardized assessment tool is expected to help guide quality and process improvement efforts required for URAC accreditation.

"Case managers are looking for and requesting standardized assessment tools that will support consistency with outcome measurement and reporting. We believe this process will assist in developing a valuable tool to address these concerns," said Cheri Lattimer, executive director of Case Management Society of America.

URAC routinely invites public comment for its new or revised accreditation standards as part of its commitment to have the broadest possible input into the development process. The practice ensures standards are meaningful to all health care management stakeholders.

URAC's Case Management Patient Satisfaction Survey Instrument is available for review at URAC will only accept comments through this online comment form.

All comments submitted by the deadline will be considered prior to final changes to the instrument. Revisions will be submitted to URAC's Board of Directors for final approval at the end of July, 2008, and the tool is expected to be released for voluntary industry use in August, 2008.

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About URAC

URAC, an independent, nonprofit organization, is well-known as a leader in promoting health care quality through its accreditation and education programs. URAC offers a wide range of quality benchmarking programs and services that keep pace with the rapid changes in the health care system, and provide a symbol of excellence for organizations to validate their commitment to quality and accountability. Through its broad-based governance structure and an inclusive standards development process, URAC ensures that all stakeholders are represented in establishing meaningful quality measures for the entire health care industry. For more information, visit

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