10.ATTACHMENT 2 - 36C25625Q0722 QUALITY ASSURANCE SURVEILLANCE PLAN.pdf

36C25625Q0722

ATTACHMENT 2 QUALITY ASSURANCE SURVEILLANCE PLAN 1

1. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP):

1.1 Title: Durable Medical Equipment (DME) and Home Medical Equipment (HME) storage, delivery and pick-up, and all other service

1.2 Introduction: This Quality Assurance Surveillance Plan has been developed to evaluate Contractor performance while implementing and executing Performance Work Statement (PWS) tasks for this requirement. It is designed to provide an effective surveillance method for monitoring and evaluating the Contractor’s performance for the requirements listed in the PWS.

1.3 This QASP does not detail how the Contractor will accomplish the work that is required by the PWS. Rather, this QASP has been created with the premise that the Contractor is responsible for management and quality control actions to meet the terms of the contract. It is the government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

1.4 This QASP is a ‘living document’ and the government may review and revise it on a regular basis to ensure that the QASP remains a valid, useful, and enforceable document. However, the government will coordinate changes with the Contractor (if changes are required). Copies of the original QASP and revisions will be provided to the Contractor and government officials implementing surveillance activities.

1.5 Government Roles and Responsibilities: The following government personnel are responsible for overseeing and coordinating surveillance activities:

1.5.1 Contracting Officer Representative (COR)- The COR is responsible for technical administration of the contract and is responsible for ensuring proper government surveillance of the Contractor’s performance. The COR is responsible for keeping a quality assurance file and after the contract, or when requested by the CO, providing corresponding documentation to the CO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. The Contractor shall reference any changes they deem may affect contract price, terms, or conditions to the CO for action.

1.5.2 Contracting Officer (CO). The CO is responsible for ensuring performance of all necessary actions for effective contracting, ensuring compliance with the contract terms, and safeguarding the interests of the United States in the contractual relationship. The CO is responsible for ensuring that the Contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

1.6 Performance standards and quality management: The designated government point of contact shall be responsible for monitoring the Contractor’s performance. Performance deficiencies or poor performance identified during the term of the contract shall be documented by the government and reported to the Contractor. Upon notification of deficiencies or poor performance, the Contractor shall be given 5 days’ time to take corrective action. If determined appropriate, the Contracting Officer and/or other VHA Regional Contracting Office-16 staff members shall meet with representatives of the Contractor to review performance and resolve issues. All deficiencies or poor performance shall be documented and must be corrected within the timeframe specified by the government. The Contractor shall notify the CO when correction(s) have been made. If the appropriate correction is not made within the timeframe specified, the government shall have the right to terminate the contract in its entirety.

ATTACHMENT 2 QUALITY ASSURANCE SURVEILLANCE PLAN 2

PWS

Para

Performance Objective

Performance Standard

Acceptable Quality Level

(AQL)

Surveillance Method

Compliance

C.37 C.37.1a. Contractor shall have an on-going VA-specific Quality Control (QC) program designed to monitor and evaluate the quality of the DME/ HME services provided to Veteran patient, identify, and resolve problems and pursue opportunities to improve DME/ HME services for Veterans objectively and systematically.

C.37.1b. The Contractor shall submit a quarterly report due to the COR/ VA POC within the 5th working day at the conclusion of the quarter.

97-98% performance level

Periodic inspections, and random, observations, customer complaints

Corrected performance at no additional cost to the government.

Acceptable performance rating in Contracting Performance Assessment Reporting System

(CPARS).

May result in adverse CPARS and/or reperformance of work. Below AQL, non-acceptance of services.

A Contract Deficiency report (CDR) will be issued for performance below the AQL.

Additional remedies provided by the contract may be pursued.

C.18./ C.24/ C.29

a. The Contractor shall provide a secure, contained area, with adequate space, for the storage of Government owned supplies and equipment covered under this contract.

C.18 g.

Contractor’s facility shall be equipped to receive various deliveries of DME/HME to their storage location during normal working hours via trucking/van companies.

Storage space

95% performance level

On-site inspection

Corrected performance at no additional cost to the government.

Acceptable performance rating in Contracting Performance Assessment Reporting System

(CPARS).

May result in adverse CPARS and/or reperformance of

ATTACHMENT 2 QUALITY ASSURANCE SURVEILLANCE PLAN 3

required: 2,500

sq. ft.

C.18 h. Storage space clean and safe, inventory accurate.

C.24. b.

Contractor shall make available all records and documentation necessary during the monitoring visits, including all paper and electronic records.

C.29.1 a.

Contractor shall establish written procedures to deliver, recover, receive, clean/ sanitize and, when appropriate, sterilize reusable items.

work. Below AQL, non-acceptance of services.

A Contract Deficiency report (CDR) will be issued for performance below the AQL.

Additional remedies provided by the contract may be pursued.

C.8. / C.36.

C.8 (2)b. All delivery, set-ups, pick-ups, and repairs shall be accomplished by Contractor for the major site location(s) of the Veteran patient’s residence.

C.36.a. Contractor shall provide a DME/HME Delivery Checklist, and Veteran Patient Rights and Responsibilities document at the time of each delivery to each Veteran patient.

C.8. (2)i.

Contractor shall notify the COR/

VA POC

immediately via email when it is determined that the requested services cannot be accomplished within the required time frame.

C.8.(3). The delivery/set-up/pick-up itself shall be

95% performance level

Periodic inspections, and random, observations, customer complaints

Corrected performance at no additional cost to the government.

Acceptable performance rating in Contracting Performance Assessment Reporting System

(CPARS).

May result in adverse CPARS and/or reperformance of work. Below AQL, non-

ATTACHMENT 2 QUALITY ASSURANCE SURVEILLANCE PLAN 4

completed within 48 hours of receipt of the purchase order.

C.36.b.

Contract or shall provide a signed copy of the DME/HME Checklist to the

VA COR/POC

who placed the order within three (3) business days of completion of work.

acceptance of services.

A Contract Deficiency report (CDR) will be issued for performance below the AQL.

Additional remedies provided by the contract may be pursued.

3. CONTRACTOR DEFICIENCY REPORT (CDR):

When the Contractor does not achieve satisfactory performance, the COR/ VA POC will notify the Contracting Officer by forwarding the Contract Deficiency Report to the Contracting Officer who will issue this report to the Contractor. Within 2 days after receiving this report from the Contracting Officer, the contractor shall provide a thorough response to the Contracting Officer for the reported discrepancies by completing the appropriate sections of this report designated to be filled by the Contractor shall immediately correct substantiated deficiencies to the standards listed in the award. The Contractor shall provide a Ready Reaction Plan to address all issues cited in the CDR. The Ready Reaction Plan shall address how to meet the performance standard listed in the contract, the due date when the issue will be remedied, the cause of the performance issue and a plan to prevent this issue from occurring again in the future Contractor shall maintain the performance standards set forth in this contract. Failure to achieve the performance standards can lead to the issuance of Cure Notices which can lead to termination of this contract for cause.

ATTACHMENT 2 QUALITY ASSURANCE SURVEILLANCE PLAN 5

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM

Contract#: ________________________________Contractor: ___________________________________

SERVICE or STANDARD: _______________________________________________________________

SURVEY PERIOD: _____________________________________________________________________

SURVEILLANCE METHOD (Check):

[__] Periodic Inspection [__] Customer Complaint

LEVEL OF SURVEILLANCE (Check):

[__] Monthly [__] Quarterly [__] As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (Check):

[__] Meets Standards [__] Does Not Meet Standards

Narrative of Performance During Survey Period: ___________________________________________

PREPARED BY: ___________________________________ DATE: _________________