The spread of the H1N1 virus and the growing concerns about treatments have illustrated the need for reliable sources of health care information. URAC, the nation's leading health care accreditation and education organization, offers a Health Call Center Accreditation which provides a framework for call centers around the country. Accredited call centers have the right policies and procedures in place to respond to top public health concerns, including the H1N1 virus, and ensure that consumers get the information they need from licensed professionals - any time day or night.
"URAC accreditation provides quality assurance for consumers who are seeking information and guidance from health call centers, which is particularly important this flu season when there seems to be so much confusion," said Alan P. Spielman, President and CEO of URAC. "Consumers are better served by accredited call centers, as accreditation enables them to evaluate and measure their services and determine ways in which they can provide better care to consumers."
Forty-three health call centers across the country have passed the stringent quality measures set by URAC, which include a review of twenty-two different areas. Among the standards, a URAC-accredited health call center is required to provide consumers with access to a live registered nurse 24 hours a day; seven days a week and to utilize current clinical guidelines when assessing a consumer's condition that are approved by physicians. Questions regarding their health status are asked to determine the urgency for treatment, or whether a visit to the doctor or the emergency room is needed. Additionally, the consumer's physician can request notification of the consumer's call record for continuity of care purposes.
"URAC accreditation establishes a framework by which quality standards are maintained, giving piece of mind to consumers and customers," said Julie O'Brien, Vice President and COO of Alicare Medical Management, whose call centers have been accredited by URAC. "Forty percent of our Nurse Helpline calls this season have been related to H1N1. Callers know the services that are being delivered by Alicare Medical Management have an independent seal of quality, and that we are qualified to render the services we offer."