1081274-event.pdf

12 December 2022

Primary Care Patient Experience Surveys The Multnomah County Health Department (MCHD) Integrated Clinical Services (ICS) is seeking a Supplier for the Provision of Professional Patient Survey Sampling, Tabulation, and Reporting Services.

12 December 2022

Open 7/1/2022 8:00 AM PDT Type Request for Proposal (RFP) Close 8/1/2022 4:00 PM PDT Number RFP-1-2023 Currency US Dollar

Sealed Until 8/1/2022 4:00 PM PDT

Payment Terms 0% 0, Net 30

12 December 2022

Contacts Kathi Braeme-Burr kathi.braeme-burr@multco.us

Phone +1 503-988-7550 ext. 87550

12 December 2022

Commodity Codes Commodity Code Description 99070410 Public Opinion Survey 80101599 Consulting Services, General 80170000 Public relations & professional communications services 81111708 Telecommunications Consulting 85101705 Public Health Administration 93131703 Research Programs 99070204 Community Building & Development Services 99070214 Health Promotion Services

12 December 202212 December 202212 December 202212 December 202212 December 202212 December 202212 December 202212 December 202212 December 2022 mailto:kathi.braeme-burr@multco.us

Addendum 1 - Add language to Scope of Work for additional County Community Health Services and the Attendee list of the Pre-Proposal Meeting of July 12, 2022

Pre--PRE-PROPOSAL CONFERENCE:

There will be a virtual Pre-Proposal conference for this Request for Proposal (RFP) as follows:

Goggle Meet joining info:

Tuesday, July 12 · 12:00 Noon Pacific Time

Video call link: https://meet.google.com/hnc-xnhr-qzc?authuser=0&hs=122 or dial: (US) +1 216-839-9863 PIN: 745 243 360# more phone numbers:

https://meet.google.com/tel/hnc-xnhr-qzc?pin=5423468318072&hs=1

Attendance is optional, but strongly encouraged.

IMPORTANT:

Suppliers who do not currently have access to the Multco Marketplace Supplier Portal will need to complete the "MMP Supplier Access Request Form". The optimal time to submit the "MMP Supplier Access Request is 14 days. This will allow the County sufficient time to review your request and for you, the supplier, to access the Sourcing Event and to perform the actions needed before the event close date.

INSTRUCTIONS:

EXCEPT FOR GROUP QUESTION 2.1.3., do not upload or attach any additional files or any information not requested. This includes weblinks or other outside materials. Any information not requested or exceeding the page limit will not be reviewed or evaluated.

For Group Question 2.1.3., please create a file with your response to the question and upload/save this file in the Supplier Attachment Section. Page limit is five (5) pages.

DO NOT INCUDE IN YOUR EXAMPLES PROTECTED HIPAA OR PHI DATA OF CLIENTS.

Please ensure that any data is redacted or of hypothetical clients.

INTRODUCTION

For over 30 years, Multnomah County has operated a Federally Qualified Health Center (FQHC) and developed an integrated delivery system of programs, services and patient-centered interventions that intentionally target the full continuum of its communities.

Under a Co-Applicant Agreement between the Board of County Commissioners (the federal grantee) and the Community Health Center Board (the federally designated governing authority of the Health Center), Integrated Clinical Services (a Division of the Multnomah County Health Department) oversees the Health Center, including: clinical services at six integrated clinics that offer primary care, dental and pharmacy services; one stand-alone dental clinic; one stand-alone primary care clinic specializing in care for individuals living with HIV, one standalone primary care clinic specializing in care for Spanish speaking populations, and nine student health centers. The Health Center operates on a Patient Centered Primary Care Home model and maintains accreditations by the Joint Commission.

SCOPE OF WORK

Description https://solutions.sciquest.com/apps/Router/SupplierLogin?CustOrg=Multnomah

The Multnomah County Health Department (MCHD) Integrated Clinical Services (ICS) is seeking a supplier for the provision of professional patient survey sampling, tabulation, and reporting services.

Patient satisfaction and experience measurement will utilize live-person telephonic interview methodology for highest-quality and uniform sampling for the purpose of quality improvement, quality assurance, and compliance with regulatory requirements. Reporting is intended to enable leadership to continuously assess and improve patient experiences related to key areas of healthcare delivery, while evaluating and comparing patient perceptions at the site level, department level, functional level, and individual provider level.

While this procurement is initially to administer patient surveys for the Health Center's Primary Care services, it is the desire of the Health Center to have the option to expand to additional County Community Health Center services, including Dental, Pharmacy, Behavioral Health and ad hoc surveys.

Supplier will:

have an established relationship with the Oregon Primary Care Association (OPCA) in order to provide required reporting and benchmarking with other Health Centers be flexible and responsive to the needs of the Health Center have the capacity to conduct at approximately 700 completed surveys per quarter bill only for completed surveys, not attempted calls adhere to all HIPAA Privacy and Security rule requirements, including providing a method of secure data exchange have training and workflows for surveyors to escalate complaints and incidents and communicate them in a timely manner to the Health Center

Surveys will:

use a standardized questionnaire tool be administered by trained, professional telephone surveyors in at least the top five languages spoken by patients of the Health Center have adaptations for adult and minor patients include standard CAHPS questions in alignment with the Oregon Primary Care Association

(OPCA) standard core set include questions chosen by the Health Center with consultation with the supplier be available for primary care, dental, pharmacy, and behavioral health services be conducted within a week of a patient’s visit or interaction with the Health Center have options for ad hoc surveys in addition to regular, ongoing surveys

Reports will:

be adaptable for multiple audiences and purposes (leadership, staff, governing board, public, OPCA) be available on at least a quarterly basis within 21 days of the end of a calendar quarter be structured in a way to easily identify gaps and trends include data by a variety of factors, including payer types, race, ethnicity, preferred language, age, gender identity and sex, and other demographics

Desired Contractor Skills Demonstrated experience performing patient experience surveys for other Health Centers in

Oregon Demonstrated relationship with the Oregon Primary Care Association (OPCA) Examples of clear, effective reporting on patient experience results

DELIVERABLES/OUTCOMES

The following outcomes are expected for this scope of work:

Regular, ongoing patient experience surveys throughout the year At least quarterly reporting on survey results

PERFORMANCE REQUIREMENTS AND MEASURES

Successful performance will be based on:

Development and implementation of a standard survey in at least the Health Center’s top 5 languages

Provision of at least quarterly reporting that meets the needs of the Health Center

METHOD OF AWARD

The County intends to award one contract. Award, as determined by the County, will be made to the highest scoring Proposer whose Proposal the County determines is most advantageous to the County based on the described evaluation process and evaluation factors.

Multnomah County strongly encourages the participation of Minority-Owned, Women-Owned, and Emerging Small Businesses and Organizations in providing these services.

ESTIMATED PURCHASES

Estimated Cost this service is budgeted for $50,000 over the duration of the timeline described in the Performance Requirements and Measures.

METHOD OF CONTRACTING

A Services Contract form is attached showing the standard terms and conditions. Carefully review the terms and conditions of the Contract. Additional Contract terms related to this procurement, if any, are set out below in the section entitled Special Contract Terms and Conditions.

TERM OF CONTRACT

A one (1) year County Services Contract may be awarded at the end of this RFP process and will include the option to renew annually on the Contract's anniversary date for up to four (4) additional one (1) year terms, but in no event shall the total term of the Contract(s) awarded under this RFP process exceed five (5) years. Solely at its option, County reserves the right to exercise any or all of the annual options by amendment to the original Contract.

CONTRACT NEGOTIATIONS

The County will initiate contract negotiations with the responsive and responsible Proposer with the highest scoring proposal. Multnomah County may, at its option, elect to negotiate general contract terms and conditions, services, pricing, implementation schedules, and such other terms as the County determines are in the County’s best interest. If negotiations fail to result in a contract, the County reserves the right to terminate the negotiations and initiate contract negotiations with the next highest scoring responsive and responsible Proposer. This process may continue until a contract agreement is reached.

COOPERATIVE PURCHASING

Other public agencies may establish contracts or price agreements directly with the awarded contractor under the terms, conditions and prices of the original contract Pursuant to ORS 279A.215 and agreement by the selected Contractor to extend the terms, conditions and prices of the original contract. Please indicate in Group 1.2: COOPERATIVE PURCHASING VENDOR AGREEMENT if your firm, if awarded, will allow cooperative contracting.

INSURANCE REQUIREMENTS

The insurance requirements are set forth in Exhibit 2 of the Services Contract located in the Buyer Attachments page. Please review these requirements carefully. Final insurance requirements will be subject to negotiation between, and mutual agreement of the parties prior to contract execution.

PRE-AWARD RISK ASSESSMENT

Successful proposers whose contract award includes federal funding (as identified by a Catalog of Federal Domestic Assistance number) will be subject to a Pre-Award Risk Assessment (which includes an evaluation of financial stability, quality of financial/management systems, experience with federal funds, reports and findings from audits) completed by Multnomah County (if one has not been submitted in the last year) prior to the issuance of a contract. Contractors who fail to submit the required documents will not be eligible for a contract from the County.

MINIMUM PROPOSAL SUBMITTAL REQUIREMENTS

At the time of proposal submission, Proposers must meet the following minimum requirements.

Failure to provide any of the required documents or meet any of the below requirements shall result in rejection of the proposal.

The Proposal response must be received by Multnomah County Purchasing no later than 4:00 P.M. local Portland time on the proposal submission deadline.

Proposer Representations and Certifications

The Proposer must certify that they agree to the Proposers Representation and Certification terms in the prerequisite page of the Sourcing Event.

At the time of Contracting, Proposers must meet the following minimum requirements. Failure to provide any of the required documents or meet any of the below requirements shall result in cancellation of the contract.

Proposers must be legal entities, currently registered to do business in the State of Oregon (per ORS 60.701).

Proposers must submit verification that all insurance requirements are met.

Proposers must have a completed Pre-Award Risk Assessment if federal funds are used for this Sourcing Event. (See Procedural Instructions in the Buyer Attachments page of this Sourcing Event).

Required to View Event

Prerequisites Required to Enter Bid

12 December 2022

1. Proposer/Bidder agrees to receive all correspondence electronically and are responsible for keeping their supplier portal updated with current contact information.

2. Please review the statements in this certification regarding Assurances, Certification Regarding Debarment, Suspension and Other Responsibility Matters and Certification Regarding Conflict of Interest.

3. CONFIDENTIALITY - Please read the statutory requirements in the prerequisite link.

4. VACCINE ATTESTATION - Please read the vaccine attestation requirements in the prerequisite link.

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Buyer Attachments

1. Procedural Instructions (Proposals)

2. How to Complete and Submit a Response to a Sourcing Event - MMP Supplier Guide

3. RFP-1-2023 Addendum 1.pdf

4. Sample County Services Contract

5. Sample+Exhibit_2_-_4-7-15_final (5).pdf

6. Sample Exhibit 3 - Certification Statement for Corporation or Independent Contractor.docx

7. Sample Exhibit 4

8. Sample Exhibit 5 - Equal Employment Opportunity Certification Statement

9. Attachment H-1

0. Attachment 1 Cooperative+Purchasing+Vendor+Agreement (1).pdf

12 December 202212 December 202212 December 202212 December 202212 December 202212 December 2022 https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMDgxMjc0LTgxNzc3NzIzOFByb2NlZHVyYWwgSW5zdHJ1Y3Rpb25zX1Byb3Bvc2FscyAwNi4yNi4xOSAoMSkucGRm&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 https://multco.us/file/73233/download https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMDgxMjc0LTEyODExNDkwMzZSRlAtMS0yMDIzIEFkZGVuZHVtIDEucGRm&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMDgxMjc0LTY2ODI0NTc1M1NhbXBsZSBjb3VudHlfc2VydmljZXNfY29udHJhY3RfZmluYWxfMS4xLjE3LiAoNSkucGRm&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMDgxMjc0LTEyNjgyNjQ0NjdTYW1wbGUrRXhoaWJpdF8yXy1fNC03LTE1X2ZpbmFsICg1KS5wZGY%3D&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMDgxMjc0LTExMzI5MzI1ODRTYW1wbGUgRXhoaWJpdCAzIC0gQ2VydGlmaWNhdGlvbiBTdGF0ZW1lbnQgZm9yIENvcnBvcmF0aW9uIG9yIEluZGVwZW5kZW50IENvbnRyYWN0b3IuZG9jeA%3D%3D&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMDgxMjc0LTY2ODI0NTUxMlNhbXBsZSBFeGhpYml0XzRfLV93b3JrZXJzX2NvbXBfZXhlbXB0aW9uX2NlcnRpZmljYXRlXzA4XzIwXzEzLnBkZg%3D%3D&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMDgxMjc0LTY2ODI0NTUxM1NhbXBsZSBFeGhpYml0XzVfLV9FcXVhbCBPcHBvcnR1bml0eS5wZGY%3D&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMDgxMjc0LTEwNTExNzk0MjFBdHRhY2htZW50K0gtMStISVBBQStCdXNpbmVzcytBc3NvY2lhdGVzK0FncmVlbWVudC5wZGY%3D&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 https://bids.sciquest.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMDgxMjc0LTEyNjgyNTczMTVBdHRhY2htZW50IDEgQ29vcGVyYXRpdmUrUHVyY2hhc2luZytWZW5kb3IrQWdyZWVtZW50ICgxKS5wZGY%3D&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9

Questions Required Questions

Group 1.1: Company Certification Information - This section is not scored Instructions:

1.1.1 State of Incorporation

1.1.2 Date of Incorporation

1.1.3

ASSURANCES - Proposer attests that Proposer is either a non-resident proposer or a resident proposer, as described in ORS 279A.120, of the State of _________ and has not discriminated against any minority, women, or emerging small business enterprises certified under ORS 200.055 or a business enterprise that is owned or controlled by or that employs a disabled veteran as defined in ORS 408.225 in obtaining any required subcontracts, in accordance with ORS 279A.110. Enter state of residency here:

1.1.4 Where Proposer is unable to certify to any of the statements in Proposer Representations and Certifications of the pre-requisite, Proposer shall provide an explanation to their offer here.

1.1.5

The Proposer certifies to the best of its knowledge and believe that neither it nor any of its principal participants and agents has or has had the following relationships with the specific firm(s)/individual(s), identified in this sourcing event, which may be determined to be an organizational conflict of interest. I understand that based on the information provided by Proposer, Multnomah County may exclude the Proposer from further consideration and may withdraw its selection if the real or apparent organizational conflict of interest cannot be avoided or mitigated. Proposer further certifies that the degree and extent of the relationship of the Proposer with these named firm(s)/individual(s) will be fully disclosed:

1.1.6 Upload additional explanation as needed

1.1.7 Name of person submitting the Proposal:

1.1.8 Title of person submitting the Proposal:

1.1.9 I represent that I am at least eighteen (18) years of age.

1.1.10 I represent that the printing of my name and the submittal of a Proposal is intended to authenticate this writing and to have the same force and effect as my manual signature.

1.1.11 I represent that I am either authorized to bind the Proposer, or that I am submitting the Proposal on behalf of and at the direction of the Proposer's representative authorized to contractually bind the Proposer.

1.1.12 I represent that the Proposer and/or its applicable representative(s) has reviewed the information contained in this Proposal and that the information submitted is accurate.

Group 1.2: COOPERATIVE PURCHASING VENDOR AGREEMENT (not scored) Instructions:

1.2.1

Other public agencies may establish contracts or price agreements directly with the awarded Contractor under the terms, conditions and prices of the original contract as established from this RFP, pursuant to ORS 279A.215 and Multnomah County's Public Contracting Review Board procurement rules. Any such purchases shall be between the Contractor and the participating public agency and shall not impact the Contactor’s obligation to Multnomah County. Any estimated purchase volumes listed herein do not include other public agencies and Multnomah County makes no guarantee as to their participation. Any proposer, by written notification included with their solicitation response, may decline to extend the prices and terms of this solicitation to other public agencies. Will your company extend pricing and terms to other public agencies?

Group 2.1: Programmatic Questions (75%) Instructions:

2.1.1

2.1.1: Community Health Centers (CHCs) have specific patient survey needs, as required by the Health Services and Resources Administration (HRSA), the Joint Commission (TJC), and the Oregon Patient-Centered Primary Care Home program (PCPCH). Please describe your experience with conducting patient experience surveys on behalf of Federally Qualified Health Centers (FQHCs), FQHC-look alikes, or other CHC models. Evaluation Criteria: Proposer has extensive experience conducting patient experience surveys in Oregon FQHCs and demonstrates strong understanding of Health Center needs. (15% of the Programmatic questions).

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2.1.2

2.1.2: Multnomah County’s health center serves more than 53,000 individuals across 8 primary care clinics, 8 student health centers, and 7 dental clinics throughout a geographically diverse area. The population served by the Health Center includes uninsured, underinsured, Medicaid, Medicare, and private insurance. Patients of the health center speak around 100 languages, including half of the population whose preferred language is something other than English. Please describe your experience in conducting patient experience surveys to an incredibly diverse population across multiple communities. Evaluation Criteria: Proposer has demonstrated experience in providing services to a diverse patient base, including a linguistic and culturally responsive approach in order to reach across the patient population. (15% of the Programmatic questions).

2.1.3

2.1.3: MCHD has a strategic goal to utilize patient experience feedback and data to inform operational changes, in an effort to provide equitable and meaningful services to the population we serve. Please provide examples of reports and data analysis that you would provide to the Health Center for a variety of audiences, including governing board, senior leadership, site leadership, and staff. Please describe how customizable the reports can be to meet the health center’s needs, as well as the cadence/timeliness of when the reports will be shared. DO NOT INCUDE IN YOUR EXAMPLES PROTECTED HIPAA OR PHI DATA OF CLIENTS. Please ensure that data is redacted or of hypothetical clients. Page limit is five (5) pages. Please upload file to the Supplier Attachment Section. Evaluation Criteria: Proposer has described examples and has descriptions of comprehensive, flexible, and understandable reporting that would meet the health center’s needs. (15% of the Programmatic questions).

2.1.4

2.1.4: Please describe your methodology and approach for developing patient surveys, including how you ensure your questions are based on survey research, whether you use a survey tool such as CAHPS (Consumer Assessment of Healthcare Providers and Systems), if you have a survey question library to choose from, and if the questions are customizable.

Evaluation Criteria: Proposer has demonstrated that they use CAHPS survey, that they have a strong process for ensuring questions are based on survey research, and that there is flexibility built in for additional questions based on the Health Center’s needs.

(15% of the Programmatic questions).

2.1.5

2.1.5: Please describe your experience and ability to provide benchmarking data across Oregon Community Health Centers, as well as FQHCs across the country.

Evaluation Criteria: Proposer has demonstrated the ability to access and provide benchmarking data across Oregon FQHCs, such as working with an Oregon-based organization like OPCA (Oregon Primary Care Association) (10% of the Programmatic questions)

2.1.6

2.1.6: Please describe your pricing model, including startup and ongoing costs. Include how these amounts are calculated. Please include costs for statistical analysis and new survey question evaluation. For calculation purposes, assume 70 providers at 25 completed surveys per year per provider.

Evaluation Criteria: Costs are within expected budgets, are based on number of completed surveys (not number of attempted calls), and otherwise meet budget expectations. (10% of the Programmatic questions).

2.1.7

2.1.7: As described above, our patients are racially, ethnically, and linguistically diverse. Our patients also have varying levels of literacy, including reading, numeracy, and health literacy. Please describe how your survey methodology enables a diverse patient population to effectively participate in health center surveys.

Evaluation Criteria: Applicant uses multi-method survey approaches to create an inclusive survey process. Applicant’s surveyors have been trained to administer surveys to an ethnically, linguistically and racially diverse patient population with varying levels of literacy. (10% of the Programmatic questions).

2.1.8

2.1.8: Please describe your experience in helping health care institutions in developing ad hoc surveys to better understand health care needs, health care utilization, and new market research.

Evaluation Criteria: Applicant demonstrates through experience or references, specific examples of ad hoc survey methodology. (10% of the Programmatic questions).

Group 2.2: Responsible Business Practice Questions (25%) Instructions:

2.2.1 2.2.1: Environmental Consideration: How does your work minimize negative impacts to the environment? Evaluation Criteria: Proposer demonstrates how energy is conserved in the delivery of services with metrics that include water and energy savings, waste minimization and toxic reduction. (40% of the responsible business practice questions)

2.2.2

2.2.2: Social Equity: Through stories and metrics describe how your agency incorporates equity values, manages diversity and systematically involves consumers, families and communities in all aspects of policy and service delivery? Evaluation Criteria: Proposer demonstrates through stories & metrics how the organization has incorporated input from the community and within the organization to improve service delivery, practices, or policies. (40% of the responsible business practice questions)

2.2.3

2.2.3: Economic Impact: Please describe how your service delivery has positive economic impacts for the communities you are serving? Evaluation Criteria: Proposer demonstrates how service delivery will help the client and community have positive economic impacts. This may include developing a workforce that internally that is from the community, providing services that aid in obtaining job skills and assisting in building a business community where services are delivered. (20% of the responsible business practice questions)

Product Line Items Product Line Items

There are no Items added to this event.

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Service Line Items Service Line Items

1.

# Item Name, Commodity Code, Description Allow

Alternates Qty. UOM Requested Service Delivery

S1 Proposers - Do Not Complete - ADMN 1

This section is not to be filled out by the proposer

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