Quality Assurance Surveillance Plan.pdf

Quality Assurance Surveillance Plan (QASP) Diabetes Case Manager/GPRA Consultant (14 Sites)

Table of Contents

Page

1. Purpose 2

2. Authority 2

3. Scope 2

4. Government Resources 2

5. Responsibilities 3

6. Methods of Surveillance 3

7. Identified QA Surveillance Tasks 4

8. Documentation 6

9. Performance Requirements Summary 7

10. Customer Evaluation Form 9

Quality Assurance Surveillance Plan (QASP) Diabetes Case Manager/GPRA Consultant (14 Sites)

1. Purpose

This quality assurance surveillance plan (QASP) is a government-developed and applied document used to make systematic quality assurance methods used in the administration of the performance-based service acquisition (PBSA) standards included in this contract. The intent is to ensure that the contractor performs in accordance with performance metrics set forth in the contract documents, that the government receives the quality of services called for in the contract, and that the government only pays for the acceptable level of services received.

2. Authority

Authority to issue this QASP is provided under Federal Acquisition Clause (FAR) 52.212-4(a) – Inspection and Acceptance, which provided for inspections and acceptance of the articles, services, and documentation called for in the contract to be accomplished by the contracting officer or a duly appointed representative.

3 Scope

The contractor, and not the government, is responsible for management and quality control actions necessary to meet the quality standards set forth by the contract. The QASP is put in place to provide government surveillance oversight of the contractor’s quality control efforts to assure that they are timely, effective, and delivering the results specified in the contract. The QASP is not a part of the contract, nor is it intended to duplicate the contractor’s quality control plan.

4. Government Resources

The following definitions for government resources are applicable to this plan:

Contracting Officer A person duly appointed with the authority to enter into, administer, or terminate contracts and make related determinations and findings on behalf of the government.

Project Officer An individual designated in writing by the contracting officer to act as his or her authorized representative to assist in administering a contract. The source and authority for a project officer is the contracting officer. Project officer limitations are contained in the written letter of designation.

5. Responsibilities

The government resources shall have responsibilities for the implementation of this QASP as follows:

Contracting Officer The contracting officer ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the contracting officer who assures that the contractor receives impartial, fair, and equitable treatment under the contract. The contracting officer is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Project Officer The project officer is responsible for technical administration of the project and assures proper government surveillance of the contractor’s performance. The project officer is not empoewered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect contract price, terms, or conditions shall be referred to the contracting officer for action.

6. Methods of Surveillance

The below listed methods of surveillance shall be used in the administration of this QASP.

Customer Feedback Customer feedback may be obtained either from the results of formal customer satisfaction surveys of from random customer complaints. Customer complaints, to be considered valid, must be set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the project officer. The project officer shall maintain a summary of all formally received customer complaints, as well as a copy of each complaint in a documentation file. The project officer shall also keep the tabulated results of all customer satisfaction surveys on file and shall enter the summary results into the surveillance activity checklist.

100% Inspection This level of inspection shall be accomplished by reviewing the reports submitted under the contract. The project officer shall review the reports submitted.

Random Monitoring Random monitoring shall be conducted if and when specified in the contract. For the potential tasks that have been identified so far and included in the QASP, the random monitoring shall be performed by the project officer.

7. Identified QA Surveillance Tasks

The following PBSA items are identified within the contract performance work statement will be monitored under this QASP.

Task #1 Site Visits at Tribal and Urban Programs

Contract requirement: The Contractor shall conduct at least one visit to each of the 14 Tribal and Urban California Indian health program clinic sites, coordinating scheduled visits with the Diabetes Coordinator, Executive Director and/or Medical Director.

Section 5.1 of the PWS.

Performance indicator: Delivery of site visit report

Performance standard: The survey results must be delivered within 45 days of the start of the contract.

Method of Surveillance: 100% Inspection of the report, random monitoring of site visit reviews by the Project Officer and customer feedback using the evaluation form from QASP Section 10.

Task #2 Technical Assistance for Case Management, IPC, SDPI, Diabetes Audit, and GPRA

Contract requirement: Provide technical assistance virtually, in person, and by phone to each of the 14 California Indian Health program clinic sites, including Diabetes Case Management guidelines, IPC tools, SDPI grant development and compliance, and program evaluation using Diabetes Annual Outcomes Audit and/or GPRA results.

Section 5.4 of the PWS.

Performance indicator: Delivery of monthly report and results of participant program results via SDPI grant application and Annual DM Audit.

Performance standard: Completed annual SDPI application and appropriate Semi- Annual and Annual reports submitted.

Method of Surveillance: 100% Inspection of SDPI grant applications and necessary reports and 100% inspection of the Contractor's monthly reports.

Task #3 Technical Assistance with RPMS to compile the Diabetes Audit

Contract requirement: Provide technical assistance to the 14 sites utilizing the RPMS data base system to compile and submit their Annual Diabetes Care and Outcomes Audit via Web Audit

Section 5.5, 5.6, 5.6.1, and 5.7.1 of PWS

Performance indicator: Submission of Annual Diabetes Audit.

Performance standard: Annual Diabetes Audit accurately compiled and successfully submitted by the deadline established (TBD).

Method of Surveillance: 100% Inspection of the Annual Diabetes Audit.

Task #4 Monthly Reports

Contract requirement: Monthly reports delineating all time spent virtually, in person or on the phone with the program sites or CAO staff.

Section 5.3 and 5.4 of PWS

Performance indicator: Delivery of the report.

Performance standard: Delivery of report within 30 days of previous month completion.

Method of Surveillance: 100% inspection of the report.

Task #5 Participation in the CAN-DO conference calls

Contract requirement: The Contractor shall participate as a co-presenter in the regularly scheduled California Area Native American Diabetes Organization (CAN-DO) conference calls with the total California Area programs.

Section 5.7.2 of PWS

Performance indicator: Participates in the planning and execution of the training calls.

Performance standard: Accepts an active role in the planning and execution of training calls with the Project Officer.

Method of Surveillance: 100% Inspection by the Project Officer.

Task #6 Serve an active role on the Multi-disciplinary team for the SDPI Project.

Contract requirement: Serves an active role on a multi-disciplinary team for the California Area Office Diabetes Systems of Care SDPI Project. Retain meeting minutes and goals/plans.

Section 5.8.1 of PWS

Performance indicator: Participation in the meetings scheduled with the team.

Performance standard: Available as needed for scheduled meetings.

Method of Surveillance: 100% Inspection by the Project Officer.

8. Documentation

The project officer will, in addition to providing documentation to the contracting officer, maintain a complete quality assurance file. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the government’s performance of the quality assurance function, including the originals of all surveillance activity checklists. All such records will be retained for the life of this contract. The project officer shall forward these records to the contracting officer at termination or completion of the contract.

Technical Exhibit #1

9. Performance Requirements Summary

Performance-based Task Indicator Standard Quality Assurance

The Contractor shall conduct at least one visit to each of the 14 Tribal and Urban California Indian health program clinic sites, coordinating scheduled visits with the Diabetes Coordinator, Executive Director and/or Medical Director

Section 5.1 of PWS

Delivery of site visit report

Site visit report will be delivered within 45 days following the visit

100% Inspection of the report

Random monitoring of site visit reviews by the Project Officer

Customer feedback using the evaluation form from QASP Section 10

Provide technical assistance virtually, in person, and by phone to each of the 14 California Indian Health program clinic sites, including Diabetes Case Management guidelines, IPC tools, SDPI grant development and compliance, and program evaluation using Diabetes Annual Outcomes Audit and/or GPRA results.

Section 5.4 of PWS

Delivery of monthly report and results of participant program results via SDPI grant application and Annual DM Audit

Completed annual SDPI application and appropriate Semi- Annual and Annual reports submitted

100% Inspection of SDPI grant applications and necessary reports

100% Inspection of the Contractor's monthly reports

Provide technical assistance to the 14 sites utilizing the RPMS data base system to compile and submit their Annual Diabetes Care and Outcomes Audit via Web Audit

Section 5.5, 5.6, 5.6.1, and

5.7.1 of PWS

Submission of Annual Diabetes Audit

Annual Diabetes Audit accurately compiled and successfully submitted by the deadline established

(TBD)

100% Inspection of the Annual Diabetes Audit

9. Performance Requirements Summary (cont.)

Performance-based Task Indicator Standard Quality Assurance

Monthly Reports delineating all time spent virtually, in person or on the phone with the program sites or CAO staff.

Section 5.3 and 5.4 of PWS

Delivery of report Delivery of report within 30 days of previous month completion

100% Inspection of report

The Contractor shall participate as a co-presenter in the regularly scheduled California Area Native American Diabetes Organization (CAN-DO) conference calls with the total California Area programs

Section 5.7.2 of PWS

Participates in the planning and execution of the training calls

Accepts an active role in the planning and execution of training calls with the Project Officer

100% Inspection by the Project Officer

Serves an active role on a multi-disciplinary team for the California Area Office Diabetes Systems of Care SDPI Project. Retains meeting minutes and goals/plans

Section 5.8.1 of PWS

Participation in the meetings scheduled with the team

Available as needed for scheduled meetings

100% Inspection by the Project Officer

CUSTOMER EVALUATION FORM

Our goal is to deliver quality services provided by our contractors. We know that customer satisfaction is the key to fulfilling our goal. Please share your thoughts and concerns by completing this Customer Satisfaction Survey. Your feedback is very important to us.

DIABETES CASE MANAGEMENT/GPRA SERVICES

How would you rate the performance of our contractor(s)?

AREA EXCELLENT GOOD SATISFACTOR

Y

NEEDS

IMPROVEMENT UNSATISFACTORY N/A

5 4 3 2 1 Competency Compliance Knowledge of Diabetes Knowledge of RPMS/CRS and Diabetes Data System

Knowledge of Epi-Info Service Quality On-site Service Quality Remote Knowledge of GPRA measures

What do you think we do well?

What could we do to improve our service?

Additional comments?

Completed By PLEASE RETURN COMPLETED FORM TO Date California Area Diabetes Consultant Telephone Number Project Officer