23Q0638 - QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

For: Hospital Linen Services

Contract Number: TBD Time period: 9/1/2023 – 3/31/2026 (base + 2 option Years)

Contract Description: Provide Hospital Linen Services to VA Northeast Ohio Healthcare System, Louis Stokes VA Medical Center and supported CBOC’s.

Contractor’s name: TBD

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

• What will be monitored.:

o Shipment Schedule and Alex Linen Distribution center loading schedule o Accurate weights o Linen is clean o Whiteness and Tensile Strength Retention o Proper textile finish for items o Packaging is properly accomplished o Reports are timely o Damaged Clean Linen Items o Vendor Responsiveness o Transport/Storage items are clean o DOL Wage Determination Compliance

• How monitoring will take place.: A VA employee will report discrepancies and performance issues to their supervisor, who in turn will notify the COR assigned to this contract. The COR will forward performance metrics and reports to the vendor on a weekly and/or monthly basis.

• Who will conduct the monitoring? The assigned COR and the CO/CS.

• How monitoring efforts and results will be documented. Will be accomplished by using a vendor supplied checklist of expectations. Any deficiencies will be noted and sent to the COR, CO then the vendor.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is 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.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure 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.

• Assigned CO: TBD Organization or Agency: VHA | Network Contracting Office NCO-10

b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

• Assigned COR: TBD

c. Other Key Government Personnel

• Contract Specialist – TBD

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s program manager for this contract.

Name/Title:

4. PERFORMANCE STANDARDS

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets, or does not meet these standards.

The Performance Requirements Summary Matrix, paragraph N/A (there is no PRS Matrix in the PWS) in the Performance Work Statement (PWS), includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Note: The subject contract does not contain a Performance Requirements section in the SOW. As such, the below listed Tasks, Indicators, and Standards have been extracted from SOW:

Factor No.

Performance Indicator Performance Standard

AQL

Maximum Allowable Degree If Deviation

Method – Type of

Surveillanc e

Reduction When AQL Exceeded

Incentive

Shipment schedule and Alex Linen Distribution Center loading schedule is met at CBOCs

All quotas are delivered to LSVAMCs per established schedule.

discrepanc y per month

COR

Weekly inspection

Satisfactory or better CPARS /

Past Perf.

rating & Option

Renewal

2. Weights are accurate.

Weight processed/ received equals weight billed discrepanci es per month

COR

Delivery tickets and daily weight records

Satisfactory or better CPARS /

Past Perf.

rating & Option

Renewal

3. Laundry is clean.

Laundry is clean, dry, free of lint and odor, spots and stains removed

.25% per gross wt.

processed each month.

Random Sampling carts of clean linen, daily by

COR

Satisfactory or better CPARS /

Past Perf.

rating & Option

Renewal

4. Whiteness and tensile strength retention.

Test specimen laundered IAW standard textile laboratory practice.

5% deviation after washing for whiteness retention and tensile strength loss per test

Contractor furnished specimens per independen t laboratory.

Satisfactory or better CPARS /

Past Perf.

rating & Option

Renewal

5. Proper textile finish for items.

All articles are properly processed; articles are free from wrinkles and scorches;

IAW Standards.

.25% per month

Random Sampling – carts clean linen, daily.

Satisfactory or better CPARS /

Past Perf.

rating & Option

Renewal

6. Packaging is properly accomplished.

Laundered items are bundled, tied, wrapped, covered, etc.

.25% per month

Random Sampling – carts clean linen, daily.

Satisfactory or better CPARS /

Past Perf.

rating & Option

Renewal

7. Provide required reports.

Data required submitted on time.

discrepanc y per month.

Check list

Satisfactory or better CPARS /

Past Perf.

rating & Option

Renewal

8. Damaged Clean linen items.

Laundered items are not physically damaged due to improper processing or carelessness.

2.5 percent per month

Random Sampling carts of clean linen, daily.

Satisfactory or better CPARS /

Past Perf.

rating & Option

Renewal

9. Responsiveness CPM responds within 1 hr.

to request for contact from discrepanc

COR

awareness

Satisfactory or better CPARS /

Past Perf.

CO, Lead COR, and Facility

COR.

y per month.

rating & Option Renewal

10.

Transport / Storage trailers/carts are cleaned with a tuberculocidal germicide/disinfectant, after unloading the soiled linen and prior to loading the trailer/cart with clean linen.

Trailers/carts are clean, dry, and free of visible soil discrepanc y

Daily inspections

Satisfactory or better CPARS /

Past Perf.

rating & Option

Renewal

11.

Department of Labor - Wage Determination

Compliance

Shall submit confirmation of compliance with the current Department of

Labor Wage Determination (WD) hourly rate if requested by the CO in writing within four

(4) hours of request which may include an itemized list of the hourly rate being paid for employees performing services under this contract

100%

The Contracting Officer (CO) will conduct random compliance checks with the contractor as necessary.

Satisfactory or better CPARS /

Past Perf.

rating & Option

Renewal

Comments:____________________________________________________________________________

5. INCENTIVES

The Government shall use Exercise of Options (if any) and Past Performance as incentives. Incentives shall be based on exceeding, meeting, or not meeting performance standards.

6. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

a. DIRECT OBSERVATION. (Can be performed periodically or through 100% surveillance.)

Performance Standard(s) IDs: #1 - #10

b. PERIODIC INSPECTION. (Evaluates outcomes on a periodic basis. Inspections may be scheduled [Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required.)

Performance Standard(s) IDs: #1, - #11

c. USER SURVEY. (Combines elements of validated user complaints and random sampling. Random survey is conducted to solicit user satisfaction. May also generate inspections and sampling.) #1

d. VALIDATED USER/CUSTOMER COMPLAINTS. (Relies on the patient to identify deficiencies. Complaints are then investigated and validated.)

Performance Standard(s) IDs #1, #2

e. 100% INSPECTION. (Evaluates all outcomes.)

Performance Standard(s) #2, #10

f. PERIODIC SAMPLING. (Variation of random sampling. However, sample is only taken when a problem/deficiency is suspected. Sample results are applicable only for the specific work inspected. Since sample is not entirely random, it cannot be applied to total activity performance.) #11

g. RANDOM SAMPLING. (Designed to evaluate performance by randomly selecting and inspecting a sample of cases. #3, #5, #6, #8

h. Progress or status meetings.

N/A

i. Analysis of contractor's progress reports. (Evaluate cost, schedule, etc.)

Performance Standard(s) IDs: #1, #7

7. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

Excellent = Exceeds Standards Satisfactory = Meets Standards Unsatisfactory = Fails To Meet Standards

8. DOCUMENTING PERFORMANCE

a. ACCEPTABLE PERFORMANCE

The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

b. UNACCEPTABLE PERFORMANCE

When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the contractor's program manager.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COTR. The Government shall review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

9. FREQUENCY OF MEASUREMENT

a. Frequency of Measurement.

During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings.

The COR shall meet with the contractor quarterly to assess performance and shall provide a written assessment.

Signature – Contracting Officer

Signature – Contracting Officer Representative

Signature – Program Manager

Signature – Vendor Program Manager

Signature – Vendor Principal Officer or Representative