NY Protocol for Handling UR's
The topic of closing UR's seems to come up every once in a while in the GHO group, and about how there is no official guidance for the exact procedure that should be followed when making initial contact, waiting to send a response, and closing out URs. A few of us have been talking about it, and decided it would be best to start a discussion to formalize the rules for UR's statewide, and get it added to the Wiki pages so that we are all on the same page. We need to come up with a minimum timeline for reminders and closures that we all agree on as editors as there seems to be some dissent about what is best at this time.
Note that this discussion is for statewide policy. It has been discussed the possibility of later adding on specific protocol for NYC due to the different nature, and sheer volume of UR's that are encountered there. That is a discussion for a later time.
Based upon discussions with other editors, and my understanding of the general guidelines for NY, I present the following draft guidelines for the Wiki pages:
-Warren
Note that this discussion is for statewide policy. It has been discussed the possibility of later adding on specific protocol for NYC due to the different nature, and sheer volume of UR's that are encountered there. That is a discussion for a later time.
Based upon discussions with other editors, and my understanding of the general guidelines for NY, I present the following draft guidelines for the Wiki pages:
Please let us know if you disagree with any of the timelines I have posted in here, and any other changes/additions you would like to see in the Wiki page regarding handling of UR'sUpdate Requests (UR) are our only direct line of communication with the end user. As such, it is important that we not only make every attempt respond to reports as they pop up in a timely fashion, but also provide them with enough time to respond since many users are what are affectionately referred to "weekend warriors".
Protocol for handling UR's in NY is to send an initial response to the user, regardless of the age of the UR. A second reminder response is to be sent a minimum of 4 days later, and the UR is to be closed out no sooner than 7 days from initial attempt at contact. If there is ongoing dialog between the editor and user, the UR may remain open longer at the editors discretion until a resolution is reached. If at any time the user stops responding for 4+ days, the editor is to send out reminder response to the editor, and the report may be closed out no less than 4 days from last contact by the editor
-Warren
Re: NY Protocol for Handling UR's