US · guidance
CMS Pub. 100-09, ch. 6, § 30.7.8
Provider Written Response Quality Monitoring Program
MACs shall maintain a monitoring program for all written provider inquiry responses including
general, Congressional, and PRRS. Quality Written Correspondence Monitoring (QWCM) is the
primary way for CMS to assess if Medicare customer service is meeting the performance standards
established for accuracy, completeness, courtesy and professionalism. These quality monitoring
standards shall not apply to responses handled by departments outside the PCC.
MACs shall use findings from their quality monitoring program to improve written responses within the
PCC, including providing feedback to individual PCC staff. MACs shall document their monitoring
efforts and corrective action plans, as applicable, and make them available to CMS upon request.
History
(Rev. 13683; Issued: 04-08-26; Effective: 05-08-26; Implementation: 05-08-26)
Provenance
- Source
- cms.gov
- Retrieved
- 2026-08-25
- Edition
- iom-2026-08-25
- Content hash
81c651696381c1d5f2169a14a8a898b4606234a6ca6c6780f4d6bffbb2c9507b
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