A dedicated account manager can provide a valuable and immediate link to resources and advice that may be difficult to o
14
3 7 nine 2 8 56 QUESTIONS TO ASK
WHEN CHOOSING A HEALTHCARE ACCREDITATION ORGANIZATION
An accreditation organization should share your goals to improve healthcare quality. The relationship you have with your accrediting entity should not be a vendor arrangement. The decision of who accredits or certifiesyour organization’s healthcare services should be based on factors that determine a proper fit with your needs and goals.
CERTIFIED
Whether you are with a pharmacy, provider, health plan, independent review organization, or other healthcarerelated service, these 9 questions in this e-book will help you select your accreditation organization.
one
Are you an independent accreditation organization? Getting an accreditation from an independent organization ensures there are no conflicts of interest. That is, the accreditor doesn’t have a vested interest in either making sure you get the accreditation, nor does it have a vested interest in any single industry stakeholder. You want to align yourself with the accreditation program of an independent organization. This independence can be recognized through an organization’s diverse board of directors and advisors, absence of ties to specific healthcare fields, and a transparent process for developing standards including input from different industry stakeholders.
two
How are your accreditation standards and methods developed? Look for an accreditation program developed through engagement with a broad array of healthcare stakeholders. It should not be limited to clinicians. It should feature input from experts throughout the healthcare industry. It may also include insights from representatives of government, consumers, and academia. There should be feedback from large and small stakeholders from different geographic regions, including urban and rural areas. Standards should also be vetted through public comment and beta-testing. If necessary, refinements should be made after a program’s initial rollout.
three
How is your accreditation program different from others? Determine if an accreditation process is punitive. If a program is based on a checklist of expectations, you could end up being arbitrarily penalized for something that is not essential to your operation. Additionally, your organization could meet all requirements, yet come away with no real path for improvement. An ideal accreditation organization has standards that define excellence without prescribing how to meet them. The accreditation program should be built on a framework that leads your organization to improve itself. A program that is designed in this manner can be especially helpful for rapidly evolving industries because it provides applicants with freedom to innovate.
four
Is the on-site visit disruptive? Ask in advance how the on-site review process will impact your operations. Know what’s expected of you before you commit. For example, ask how many days an on-site review will last and how many reviewers are likely to be involved. Inquire about “virtual reviews” that are conducted through video links. While some types of accreditation may allow for virtual reviews, others may require on-site reviews. The on-site review does not necessarily have to be disruptive.
five
How will your accreditation program improve my organization? Beyond assessing quality and validating standards, the accreditation process should also make your organization better. Some accreditation programs are a checklist that chronicles a moment in time – showing that your organization met certain standards. But this isn’t good enough for your investment. You should seek a process with standards that promote growth and improvement. A process that facilitates learning within your organization will help you create a framework for continuous improvement. This way, your organization is able to innovate on how it meets the standards, as its systems and processes evolve.
six
Do you offer educational support to help navigate the accreditation process? Educational support to provide your staff with an in-depth understanding of the accreditation process, standards and common pitfalls to avoid, will prepare you for the review process. Be sure that educational opportunities are available, whether as in-person workshops or webinars, and who teaches them. For accreditation standards, the best information and valuable perspective come from instructors who are also accreditation reviewers.
seven
Does the quoted price represent the total cost to apply for and maintain accreditation? Be sure to ask prospective accreditation organizations about additional fees they may charge that are over and above the disclosed and contracted accreditation fees. For example, some accreditation organizations charge for materials regarding quality standards. There may be annual fees throughout the accreditation cycle to maintain your status. Or additional fees added for onsite visits, although those visits are required to be accredited. Hidden fees can be an issue, especially if you don’t know exactly what to ask. Your legal counsel should be able to help find out if there are any additional fees for any activities or materials that are associated with becoming accredited or certified.
eight
What long-term relationship do you maintain with your clients? Ask about involvement throughout your accreditation. It’s important to know you can contact your accreditation organization with questions, changes in status, and other relevant matters that may arise between your earning your accreditation and becoming reaccredited. A dedicated account manager can provide a valuable and immediate link to resources and advice that may be difficult to obtain from reviewers and sales staff. Ask whether the accrediting body assigns an account manager to applicant organizations and what type of support they provide. Also, ask about a grievance process to handle complaints. You want to align yourself with an accreditation organization that reacts quickly to potential problems and meets your concerns in a professional manner.
nine
Do you update the standards and methods of your accreditation programs? Healthcare processes and the policies governing them are constantly evolving – particularly since 2010. Make sure the accreditation organization you choose keeps its standards and measures updated to meet new demands. Also, find out about the method used to update the standards to make sure they undergo the same rigorous and iterative review as when they were initially developed. Revised standards should ideally go through thorough vetting, public comment, and board review before they are issued.
discover
Learn more about URAC’s accreditation and certification programs at www.urac.org
engage
@urac (twitter.com/urac) facebook.com/urac.org The URAC Report (blog.urac.org)
explore
Let’s talk. Call us at 202-326-3943 or send an email to business
[email protected].
