guidelines, evidence based medicine, peer reviewed literature and methods, and are credentialed
programs (Aetna, 2010, p. 1). There are several guidelines used in the utilization review process.
These guidelines are listed under what is called “The Hub” where service oriented desktops are
stored within the company’s intranet. These desktops are our policies and procedures used in the
utilization review process.
Utilization review helps protect the customer from getting redundant procedures that could
impair their health and to assure the best health possible for the customer. The goal is to ensure
the member gets the care they