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 BOSTON, Aug. 2 /PRNewswire/ -- Peer Review Analysis, Inc. (NASDAQ: PRAI) announced today the implementation of its Service Guarantee Program, a first in the utilization management industry. As part of the company's continued efforts to provide its clients with superior results, this program has been developed in response to the ever increasing demands of a quality oriented industry. PRA expects the Service Guarantee Program to provide an additional standard of quality improvement and measurement.
 According to Alfred Lewis, PRA's chief executive officer, "The Service Guarantee program was created to provide our customers with an easy, non-confrontational method for resolving any service issues as they arise. If a review or other service issue does not meet the client's expectations, they automatically receive a refund, or a re-review. In addition, they can reach me directly if they want to."
 Lewis added, "Our customers are impressed that we are so responsive to their service issues. This program allows PRA management to measure service quality systematically and get very specific recommendations for quality improvement from the most important source: our customers. So far less than one percent of our reviews are triggering the guarantee. That's good but we can do better with the feedback. For instance, we have learned that reviewers must receive more telephone etiquette training."
 Clients are responding very positively to PRA's initiative. Sandra A. Morris, manager of Cost Containment for Jefferson-Pilot Life Insurance said: "We are pleased to be able to participate in this program. PRA provides us with very good service now. It is the rare company that offers customers the option to write their own refund ticket, without haggling and confrontation. This program is exceptional."
 Janet D'Orazio of Susquehanna Administrators/Core Source concurs. "The interest that PRA has in improving its level of service means a lot to me. The Service Guarantee program will certainly help us better serve our clients."
 Peer Review Analysis, Inc. (PRA) is a leading national provider of physician-intensive specialty matched health care utilization management programs. The company's utilization management services are designed to focus on the quality, appropriateness and therapeutic benefit of proposed treatment plans. This approach results in significant cost savings to the company's clients without limiting access to necessary care or compromising the quality of care available to patients.
 PRA's clients include major commercial health insurance companies, third party administrators of health insurance programs, health maintenance organizations, preferred provider organizations, employers and other groups such as labor unions.
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 /CONTACT: Alfred Lewis, chief executive officer, or Marc Pearlman, director of sales, both for Peer Review Analysis, Inc., 617-375-7700/

CO: Peer Review Analysis, Inc. ST: Massachusetts IN: HEA SU: PDT

CM -- NE016 -- 8572 08/02/93 17:35 EDT
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Publication:PR Newswire
Date:Aug 2, 1993

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