Patient Satisfaction Survey
Added: Aug 17, 2017 8:42 am Page 1 of 12 VA250-17-Q-1003 This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotes are being requested and a written solicitation will not be issued. This solicitation number VA250-17-Q-1003 is issued as a request for quote (RFQ). This solicitation document and incorporated provisions and clauses are those in effect tough Federal Acquisition Circular (FAC) 2005-94, 2005-95/ 01-19-2017. The North American Industry Classification System (NAICS) number is 541910 and the business size standard is $15 million. STATEMENT OF WORK Description of Service. The VHA NCO 10 contracting office is seeking the following service on behalf of the Louis Stokes Cleveland Department of Veterans Affairs Medical Center (LSVAMC), for a third party vendor to perform Patient Satisfaction Polling with related data, as outlined below. Introduction/Background: The requirement is for a contract that would provide a comprehensive survey, measurement, analysis, and reporting of patient satisfaction for the Louis Stokes Cleveland Department of Veterans Affairs Medical Center (LSVAMC) as a whole. The LSVAMC is seeking Magnet certification by the American Nurses Credentialing Center (ANCC). To apply for Magnet status, the ANCC requires that patient satisfaction data be reported at the unit level and benchmarked to a national source. The vendor must have their own (vendor-owned) client database, geographically diverse, national database of medical centers to include community hospitals, academic medical centers, Magnet®-designated facilities and at least ten VA medical centers to provide benchmark analysis of the facility, allowing for external and internal comparison. The requirement is for a survey tool and associated reporting database that enables collection and analysis of provider-specific patient satisfaction data and enables benchmarking of data to a comprehensive database of leading health care institutions patient satisfaction performance utilizing the same tools at each facility. An evidence based survey tool is required that allows for inclusion of customized questions. The contract will enable the measurement of patient satisfaction for all providers at the LSVAMC. The firm will customize facility-wide measurement of patient satisfaction survey instruments for specified units/clinics at the LSVAMC. Veterans who receive health care at a LSVAMC site of care within the time frame of this contract may be included in this surveying process. The leadership team or designee will maintain sole discretion regarding the survey sample size and the Veterans that are identified to receive the survey. Scope: The overall purpose is to award a contract with working unit-level data across the health care system, consulting service that specializes in the creation, administration, and analysis of patient satisfaction surveys. The primary objective of this contract is to increase patient satisfaction at the LSVAMC and CBOCs by providing employees with real-time data on patient perceptions of their care experience that will enable employees to improve their performance and deliver excellent service to Veterans. The results will be used to gain insight on the opinions of Veterans who use services in LSVAMC. A comprehensive satisfaction survey is necessary to successfully meet the Veteran expectations as measured by VA Performance Measures and Monitors and to achieve Nursing Magnet Certification status. Magnet status is one of the highest achievements a hospital can attain in the nursing world. The scope also includes costs associated with the data collection and processing. Objective: The primary objective of this survey tool is to identify the root cause of or areas of weakness enabling us to improve our services, ultimately increasing satisfaction of patients during their hospitalization or while receiving outpatient care from the LSVAMC. The results will be used to gain insight on the opinions of Veterans who use services in LSVAMC. The tool will also provide front line staff with real time feedback on patient perceptions and will offer solutions to improve employee performance and enhance our delivery of outstanding and quality care. Secondary objective is to benchmark LSVAMC aggregated and unit-level performance. Tasks/Work Requirements: The contractor will customize a service specific survey tools or instruments to administer to patients receiving services in the following areas: inpatient and outpatient units/clinics: Ambulatory Surgery, Inpatient (medical, CCU, rehab, SCI), Inpatient Behavior, Medical Practice (PC & 14 CBOCS), Nursing Home, Behavior Health Outpatient, and Emergency Department. The contractor will evaluate satisfaction of services provided by patient care unit, site/specialty, survey receipt date, dates of services clinician, and demographics. The contractor will provide comparisons with other comparable healthcare organizations, including VA facilities/using the same contractor and criteria. The contract will consist of the following activities: Development and provision of evidence-based survey instruments that enable measurement of patient satisfaction that is provider-specific for all sites specified by the LSVAMC (Work Requirements (above) for specific facilities and CBOCS) Distribution of surveys to patients specified by the LSVAMC within 72 hours of receipt of patient file from LSVAMC COR and other POC s as specified in writing. Analysis of returned patient surveys and transcription of patient data into a centralized system accessible to LSVAMC users within 48 hours of receipt of data. Provide a presentation of analyzed patient satisfaction data on a centralized online patient satisfaction database that provides LSVAMC users with real-time access to patient satisfaction data Provision of online tools that enable users to create customized patient satisfaction reports Provision of formal quarterly reports on patient satisfaction for each participating site in LSVAMC Benchmarking of patient satisfaction data to leading health care institutions and identification of evidence-based, actionable solutions LSVAMC sites may implement to improve patient satisfaction Provision of reports for written comments patient provide on the survey tool Provision of quarterly utilization reports and analyses that document LSVAMC employee utilization of the patient satisfaction online database Provision of raw patient satisfaction data as requested by LSVAMC Provision of online and on-site training on survey instruments and online databases for LSVAMC users as requested Execution of all start-up activities that conform to the needs of LSVAMC Execution of surveying activities at designated LSVAMC sites no more than 10 business days following award of contract Presentation at special LSVAMC leadership meetings as requested Monitoring of data transmissions to ensure compliance with all applicable VA and other regulations and/or directives regarding information security Deliverables: The contractor will provide all services associated with preparation, distribution, collection of the survey instrument and data, and reporting of collected data on an online database accessible to LSVAMC users within 48 hours of receipt of data. The contractor will be expected to use quantitative and qualitative data analysis techniques in accomplishing the tasks and providing quarterly written reports; which will include site-specific action plans and site-specific recommendations to improve patient satisfaction. The LSVAMC and their associated Community Based Outpatient Clinics (CBOCs) are listed below to be included in this patient satisfaction contracting package. Measurement of patient satisfaction will be expanded to new CBOCs sites of care as they are opened or as appropriate: Louis Stokes Cleveland VA Medical Center Inpatient (medical, CCU, rehab, SCI) Inpatient Behavior Medical Practice Nursing Home Emergency Department. Ambulatory Surgery Center (ASC) Akron Outpatient Clinic Canton Outpatient Clinic East Liverpool/Calcutta Outpatient Clinic Lorain Outpatient Clinic David F. Winder Clinic (formally Mansfield) Near Westside Outpatient Clinic (formally McCafferty) Painesville Outpatient Clinic Parma Outpatient Clinic New Philadelphia Outpatient Clinic Ravenna Outpatient Clinic Sandusky Outpatient Clinic Warren Outpatient Clinic Youngstown Outpatient Clinic Deliverables: Assembly of data collected and providing professional analyses of the data is included in the services. The vendor will provide LSVAMC written summaries on-line within 10 days of the end of each quarter. The quarterly summary will include a comprehensive detailed assessments of our patient s experiences while receiving care at all LSVAMC sites of care. In addition, full customization and specialty comparisons, including detailed findings and a set of data queries available on-line and in hard copy. The contractor will ensure data from all completed surveys can be viewed by LSVAMC tough an online database within 48 hours of the contractor s receipt of the completed survey. The online database should enable LSVAMC users to develop customized reports to evaluate satisfaction of services provided by patient care unit, site/specialty, provider, and date of service on a variety of evaluation metrics including patient, site-specific, and operational demographics. Specific deliverables are as follows: 1) LSVAMC employee access to a program for on-line data analysis of LSVAMC patient data by defined queries. LSVAMC will require access to an online database. 2) A survey tool that enables benchmarking of LSVAMC patient satisfaction data to leading health care institutions; including non-VA health care centers 3) An evidence-based survey tool that provides a statistically valid measure of patient satisfaction along the following indices: a) Front line employee courtesy b) Scheduling ease c) Timeliness of registration process and wait time d) Nursing staff courtesy e) Provider courtesy f) Quality of facility operations (patient flow, appearances, etc.) g) Staff sensitivity to the patient s needs (privacy concerns, convenience of office hours) h) Comments section that enables patient specific feedback 4) On-site and web-based education sessions/training for LSVAMC staff working with the vendor s on-line database in order to access the data and reports 5) On site data interpretation visits by the account executive 6) Unlimited customer service phone support 7) Electronic downloading of the quarterly reports 8) Access to training conferences 9) Utilization reports that identify LSVAMC employee use of the online patient satisfaction database. Schedule of contract tasks and deliverables The contractor shall begin surveying at all participating sites no more than 10 business days after notice to proceed is issued after contract award. The contractor will be expected to mail the surveys to patients within tee (3) business days of receipt of the patient file from LSVAMC. The contractor will notify the designated LSVAMC representatives via e-mail when quarterly reports are available and when data becomes available online for each surveying site. The contractor shall perform all necessary tasks to provide the quarterly reports within 10 days of the end of each quarter. Scanned surveys will be required to be viewable by LSVAMC staff electronically within 48 hours of receipt of the completed survey. Method of evaluating deliverables LSVAMC designated staff will evaluate all deliverables and review the resulting data. These reviews will involve close scrutiny of the data, viability of the information and utility of the service in helping improve service to our veterans, as well as the concurrence and/or changes required to proceed with the work as noted in the contractor s submissions. Place of Performance Analysis and input of all survey data will be performed by the vendor at their respective work site. Period of Performance The base term of the resulting Firm-Fixed Price task order against the open market or GSA/FSS contract will be issued for (1) one year beginning at the date of award and four (4) renewable option year at the discretion of the Government contracting officer and contracting officer under authority of FAR 52.217-9 of the task order. Base Year October 1, 2017 tu September 30, 2018 1st Year Optional Renewal October 1, 2018 tu September 30, 2019 2nd Year Optional Renewal October 1, 2019 tu September 30, 2020 3th Year Optional Renewal October 1, 2020 tu September 30, 2021 4th Year Optional Renewal October 1, 2021 tu September 30, 2022 Government Furnished Property Government furnished property will not be provided to the contractor. All equipment required by the contractor will be provided at the contractor s expense. Qualification of Key Personnel Key personnel involved in execution of the surveying service will be required to demonstrate appropriate knowledge, experience, and expertise regarding survey methodology and data analysis. Key personnel will also be required to participate and pass a government security review. Payment Request/Invoice Submission Once survey tool has been approved, contractor shall invoice on a monthly basis. Contractor shall be required to identify the total costs of each participating LSVAMC site on the monthly invoices. All invoices shall be itemized and detailed billing by specific VA Medical Center and/or CBOC as separate line items. Survey development cost will not be paid until the completion and approval (by the VA) of all agreed upon billable development activities which include completion of cover letter, survey tools and configuration of the online patient satisfaction database. Comment transcription service fee will be paid upon submission of documentation that the service has been activated and annually thereafter if option period is exercised. Invoices shall be submitted to the Department of Veterans Affairs Financial Services Center located in Austin, TX. A copy shall be provided to the Contracting Officer Representative (COR). Contract Performance Monitoring The COR with the aid of the designated clinical/resident expert shall be the VA official responsible for monitoring contract compliance. Personnel Policy The Contractor shall be responsible for protecting the personnel furnishing services under the contract. To carry out the responsibility, the contractor shall provide the following for these personnel: worker s compensation, professional liability insurance, health examinations income tax withholding, social security payments, and National Standards of Employee Health and Infection Control. The parties agree that such personnel shall not be considered VA employees for any purpose and shall be considered employees of the contractor. Patient Rights Patient privacy and confidentiality shall be maintained at all times. Computer access will not be required for this contract, but the security of information must be maintained at all times. Privacy and Confidentiality Contractors to the Department of Veterans Affairs may be unintentionally exposed to sensitive information. Information may be overheard, seen on documents or electronic devices, or observed that could potentially violate the privacy and confidentiality of our veterans, employees, volunteers, and their families. Regulations such as, but not limited to the Health Insurance Portability and Accountability Act of 1996 (HIPPA), Freedom of Information Act (FOIA) and Privacy Act of 1974 have been enacted to protect sensitive information from being improperly disclosed. Information should not be divulged or released to anyone unless specifically authorized by this contract or its attached documents in accordance with contracted services. Failure to comply with applicable statues and regulations can result in termination of this contract and civil and criminal penalties, including fines and imprisonment. All suspected or actual breeches of privacy and confidentiality should be reported immediately to the Contracting Officer, Contracting Officer s Representative (COR) or the facility Privacy Officer. Security Responsibilities/Security Training Privacy and Security The contractor will comply with the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and maintain the minimum necessary protected health information data required for the survey process. The contractor will develop and use proprietary patient satisfaction measurement tools, methodologies, and databases to advise and assist health care providers improve the quality of patient care. B.1 PRICE/COST SCHEDULE BASE YEAR 1 OCTOBER 2017 TO 30 SEPTEMBER 2018 ITEM NUMBER DESCRIPTION OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT 0001 Patient Satification Survey 1.00 YR __________________ __________________ OPTION YEAR ONE 1 OCTOBER 2018 TO 30 SEPTEMBER 2019 ITEM NUMBER DESCRIPTION OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT 1001 Patient Satification Survey 1.00 YR __________________ __________________ OPTION YEAR TWO - 1 OCTOBER 2019 T0 30 SEPTEMBER 2020 ITEM NUMBER DESCRIPTION OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT 2001 Patient Satification Survey 1.00 YR __________________ __________________ OPTION YEAR THREE - 1 OCTOBER 2020 TO 30 SEPTEMBER 2021 ITEM NUMBER DESCRIPTION OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT 3001 Patient Satification Survey 1.00 YR __________________ __________________ OPTION YEAR FOUR 1 OCTOBER 2021 TO 30 SEPTEMBER 2022 ITEM NUMBER DESCRIPTION OF SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT 4001 Patient Satification Survey 1.00 YR __________________ __________________ PERIOD OF PERFORMANCE TOTALS Base Year 1 OCT 17 TO 30 SEPT 18 Option Year ONE 1OCT 18 TO 30 SEPT 19 Option Year TWO 1OCT 19 TO 30 SEPT 20 Option Year THREE 1OCT 20 TO 30 SEPT 21 Option Year FOUR 1OCT 21 TO 30 SEPT 22 GRAND TOTAL B.2 DELIVERY SCHEDULE ITEM NUMBER QUANTITY DELIVERY DATE ALL CLINS 1.00 1 Oct to 30 Sept of the applicable Fiscal Years Contract Type: The government anticipates awarding a Firm Fixed Price contract. Award will be made to the contractor those quote which conforms to the requirements within this solicitation and presents the best value to the government. PAYMENT: CONTRACTOR REMITTANCE ADDRESS: Effective January 1, 1999 all payments by the Government to the contractor will be made in accordance with Federal Acquisition Regulation (FAR) Clause 52.232-34, Payment by Electronic Funds Transfer-- Other than Central Contractor Registration (31 U.S.C. 3332). Payments will be made monthly in arrears upon receipt of properly prepared invoices which must show reference to the correct purchase order number issued upon contract award. Contractors must use OB-10 for submission of invoices. Register at the following website, www.ob10.com/veteransaffairs Solicitation document and incorporated provisions and clauses apply to this acquisition: 52.204-7- Central Contractor Registration; 52.212-1-Instructions to Offerors Commercial Items; 52.212-3, Offeror Representations and Certifications-Commercial Items 52.212-4 Contract Terms and Conditions Commercial Items; 52.212-5 Contract Terms and Conditions Required to Implement Statutes or Executive Orders Commercial Items including subparagraphs: 52.232-34, Payment by Electronic Funds Transfer-Other Than Central Contractor Registration; 52.333-3 Protest After Award; 52.212-2 Evaluation Commercial Items; 52.217-9 (Option to Extend the term of the Contract) for option years, 52.217-8 (Option to Extend Services); VAAR 852.215-70, Service-Disabled Veteran-Owned and Veteran-Owned Small Business Evaluation Factors, VAAR 852.215-71, Evaluation Factor Commitments; 52.219-9, Small Business Subcontracting Plan, VAAR 852.219-9, VA Small Business Subcontracting Plan Minimum Requirements; 52.219-14 Limitation on Subcontracting. 52.252-2 FAR Clauses Incorporated by Reference: 52.203-17 Contractor Employee Whistleblower Rights and Requirement to Inform Employees of Whistleblower Rights; 52.203-99 Prohibition on Contracting With Entities That Require Certain Internal Confidentiality Agreements; 52.204-4 Printed or Copied Double-Sided on Postconsumer Fiber Content Paper; 52.204-7- Central Contractor Registration; 52.204-9 Personal Identity Verification of Contractor Personnel; 52.212-1-Instructions to Offerors Commercial Items; 52.212-4 Contract Terms and Conditions Commercial Items; 52.212-5 Contract Terms and Conditions Required to Implement Statutes or Executive Orders Commercial Items; 52.217-8 Option to Extend Services; 52.219-9, Small Business Subcontracting Plan; 52.219-14 Limitation on Subcontracting; 52.228-5 Insurance-Work on a Government Installation; CL-120 Supplemental Insurance Requirements; 52.232-34, Payment by Electronic Funds Transfer-Other Than Central Contractor Registration; 52.232-40 Providing Accelerated Payments to Small Business Subcontractors; 52.333-3 Protest After Award; VAAR 852.203-70 Commercial Advertising; VAAR 852.203-71 Display of Department of Veterans Affairs Hotline Poster; VAAR 852.215-70 Separate priced line item, Service-Disabled Veteran-Owned and Veteran-Owned Small Business Evaluation Factors; VAAR 852.215-71, Evaluation Factor Commitments; VAAR 852.219-9 VA Small Business Subcontracting Plan Minimum Requirements; 001AL-11-15-C Subcontracting Plan Monitoring and Compliance; VAAR 852.219-11 VA Notice of Total Veteran-Owned Small Business Set-Aside; 001AL-11-15-A Limitations on Subcontracting Monitoring and Compliance; VAAR 852.232-72 Electronic Submission of Payment Requests; VAAR 852.233-70 Protest Content/Alternative Dispute Resolution; VAAR 852.233-71 Alternate Protest Procedure; VAAR 852.237-70 Contractor Responsibilities; VAAR 852.252-70 Solicitation Provisions or Clauses Incorporated by Reference; VAAR 852.270-1 Representatives of Contracting Officers. Submitting Quote: Contractor shall submit their quote by completing the attached cost schedule; including any offered discounts; name, address, and telephone number of the vendor; terms of any express warranty; completed copy of 52.212-3 Offerors Representations and Certifications- Commercial Items and 52.209-5 Certification Regarding Responsibility Matters (see 52.209-7 Information Regarding Responsibility Matters). Interested Contractors must submit a copy of any relevant certifications and licenses. The Government may use various price analysis techniques and procedures to make a price reasonableness determination. FAR 52.212-2 Evaluation Commercial Items. The Government shall award a contract resulting from this solicitation to the responsible offeror whose offer conforming to the solicitation will be most advantageous to the Government, price and techniqual factors considered. To be technically acceptable the offeror must meet or exceed the Government's specifications. Key personnel must demonstrate appropriate knowledge, experience, and expertise regarding survey methodology and data analysis. Sample questionnaire is recommended but not required. 52.212-3, Offeror Representations and Certifications-Commercial Items, a completed copy of this provision shall be submitted with the offer unless SAM registered which must be noted in the quotation. Quotes must be received by 2:pm EST September 5, 2017. All quotes must be submitted by electronic submission in reference to VA250-17-Q-1003 to harvey.mcgowan@va.gov; Offers received after the exact time specified in the solicitation are considered late and may be considered if the action would not unduly delay the acquisition. All questions regarding this solicitation must be submitted to the Contracting Specialist in writing (email is acceptable). Any prospective bidder desiring an explanation or interpretation of the solicitation must request it via e-mail to the Contracting Specialist: Harvey J. McGowan (harvey.mcgowan@va.gov) No Later Than: close of business on August 25, 2017. DISCLAIMER AND IMPORTANT NOTES: The government is in no way obligated to do business with or award a contract to any firm or its affiliates, or otherwise pay for the information provided in this synopsis. This Request for Quote is not considered to be a commitment by the Government to award a contract nor will the Government pay for any information provided; no basis for claim against the Government shall arise as a result of a response to this Request for Quote or use of any information provided. Failure to submit information in sufficient detail may result in considering a company as non-responsive and may influence competition and set-aside decisions. Regardless of the information obtained, the Government reserves the right to consider any arrangement as deemed appropriated for this requirement. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted.
VA25017Q1003 Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 10
8/17/17, 8:42 AM