SOW_-_OCAO_nursing_triage_2019.docx

PURPOSE

The contractor shall provide a call in nurse advice services agreement for the following Oklahoma City Area Indian Health Service (OCA IHS) Facilities:

Claremore Indian Hospital, Claremore, OK Lawton Indian Hospital, Lawton, OK Anadarko Indian Health Center, Anadarko, OK Carnegie Indian Health Center, Carnegie, OK Haskell Indian Health Center, Lawrence, KS Pawnee Indian Health Center, Pawnee, OK Wewoka Indian Health Center, Wewoka, OK Clinton Indian Health Center, Clinton, OK El Reno Indian Health Center, El Reno, OK Watonga Indian Health Center, Watonga, OK

Acquisition will be for a 12-month base period with four 12-month option periods.

DESCRIPTION OF SERVICES/SUPPLIES

The contractor shall be in accordance with all Federal, State, Local, and IHS regulations and shall be made with minimal divergence from the schedule established and with minimum disturbance and maximum protection of government personnel, property and general public. The Indian Health Services intends to award a contract for after-hours medical triage phone service.

a) The Contractor shall provide a call in nurse advice services agreement for eligible American Indians and Alaskan Natives who are a member of a federally recognized tribe, Monday through Sunday, 24 hours per day, 7 days a week and all federally recognized holidays.

a. Federally recognized holidays can be found online at: http://www.opm.gov/fedhol/index.asp.

b. Other closings not posted online, such as closings due to weather, loss of utilities, etc.

b) The contractor shall provide facility, personnel, labor, materials, equipment, and services for providing a call in nurse advice services agreement.

c) The contractor shall provide a clinical assessment and disposition to an appropriate level of care for all patients who utilize the nurse triage system.

d) A pre-recorded message or a live person prompt will be provided to advise callers of their privacy rights.

e) The contractor shall collaborate with the OCA IHS to customize scripting of the Purchase and Referred Care (PRC) disclaimer and notification procedure for all referrals to the Emergency Department or any facility outside of the IHS.

f) The Contractor shall ask for personal details.

a. Personal details include: Name, Date of Birth, facility where they normally receive services, chart number, primary care physician (if known),

g) The Contractor shall gather information from the nurse triage service calls.

a. The information shall be entered into a database or spreadsheet application.

b. The information shall consist of: personal data, assessments, documented resolution, and/or further action needed from a Primary Care Provider.

c. The Contractor shall provide call summaries daily and shall be uploaded to the secure folder for the OCA IHS facility where the person normally receives services by the next business day.

TECHNICAL EVALUATION CRITERIA

Offers will be evaluated based on the following criteria:

a) Call in nurse advice services must use standardized computer software protocols developed in compliance with nationally recognized telephone triage guidelines, including but not limited to the Barton-Schmidt Pediatric Protocols, provided by McKesson Care Enhance, or Schmitt-Thompson triage protocols.

b) Call in nurse advice services shall be provided by licensed nurses. Sample competencies of the licensed nurses shall be provided at time of submission of offer. Contractor must provide completed competencies of select staff upon request by OCA IHS.

c) The call in nurse service must be able to meet accreditation standards, such as URAC, or other equivalent industry standards.

d) Protocols and guidelines must be approved by the Medical Director.

e) Toll Free Telephone Service, 24 hours 7 days a week nurse telephone triage.

f) Multilingual translation services.

g) Hearing and speech impaired TDD/TTY services.

h) Secure folder (provided by contractor) for follow-up information/triage reports to the designated OCA IHS Facility.

i) Provide information about available community resources to member as information is available and as appropriate.

j) Provide information about nearest OCA IHS or tribal emergency department to member as appropriate.

k) Call recording system and monitor for quality reviews.

l) Download of electronic enrollment data.

m) Database management.

n) Security backup and disaster recovery.

o) Response Time Targets:

a. Answering calls or institute message answering based upon national and state standards.

b. Assuring the average waiting time to communicate with a nurse does not exceed national or state standards.

c. Assuring 85% of calls are connected with a nurse within 2 minutes of member’s call.

d. Allow members to leave message when the wait time exceeds established national and state standards.

e. Blockage not to exceed 0.5% of the total calls.

f. Call abandonment rate not to exceed 5% per month with the exception of this requirement for public health emergencies and/or pandemics as defined by state and/or federal public health authorities.

p) Reports Provided at the Request of Client:

a. Abandonment rate.

b. Call detail reporting as available and in compliance with state and federal regulations.

c. Primary reasons for call.

d. Average wait time of members who call Nurse Telephone triage service.

e. Average call length.

q) Conduct semi-annual satisfaction surveys of members who call Nurse Telephone triage service.

r) Be responsive to Client’s requests and complaints as appropriate.

The contractor for this agreement shall provide all material, equipment, labor, tools, etc. to provide a call in nurse advice services agreement as described for the OCA IHS and its specified health centers.

REPORTING REQUIREMENTS

a) The Contractor shall gather information from the nurse triage service calls.

a. The information shall be entered into a database or spreadsheet application.

b. The information shall consist of: personal data, assessments, documented resolution, and/or further action needed from a Primary Care Provider.

c. The Contractor shall provide call summaries daily and shall be uploaded to secure folder to the member’s OCA IHS facility by the next business day.

b) Reports Provided at the Request of Client:

a. Abandonment rate.

b. Call detail reporting as available and in compliance with state and federal regulations.

c. Primary reasons for call.

d. Average wait time of members who call Nurse Telephone triage service.

e. Average call length.

DELIVERY LOCATION

A call in nurse advice services agreement shall be provided to the following OCA IHS Facilities:

1.

2. Claremore Indian Hospital, Claremore, OK

3. Lawton Indian Hospital, Lawton, OK

4. Anadarko Indian Health Center, Anadarko, OK

5. Carnegie Indian Health Center, Carnegie, OK

6. Haskell Indian Health Center, Lawrence, KS

7. Pawnee Indian Health Center, Pawnee, OK

8. Wewoka Indian Health Center, Wewoka, OK

9. Clinton Indian Health Center, Clinton, OK

10. El Reno Indian Health Center, El Reno, OK

11. Watonga Indian Health Center, Watonga, OK

PERIOD OF PERFORMANCE

The items required under this contract shall commence NLT 10 days after award:

Performance shall be for the period of one year with an option of four (4) pre-priced years unless the period is changed by written modification to the purchase order in accordance with FAR 52.217-9, Option to Extend the Term of the Contract.

Total contract award shall not exceed five years. Option year renewals will be based on services provided satisfactorily, availability of funds for the appropriate fiscal year, and on the basis of existing requirements.

PRICING

Offers for a call in nurse advice services agreement shall be provided to the specified OCA IHS Facilities in the following format:

OCA IHS

Facilities

CONTRACT OFFICER REPRESENTATIVE (COR)

Tracie Patten, (405) 951-6035 is hereby designated as Contract Officer’s Representative for this service. The Contract Officer Representative responsibilities will be to coordinate with the contractor the technical aspects of this service and the review of performance hereunder. The Contract Officer’s Representative does not have the authority to change or alter the order amount, terms and conditions.

The Contract Officer’s Representative responsibilities include ensuring contractor accountability, monitoring the contractor's technical progress- including the surveillance and assessment of performance and recommending to the Contracting Officer changes in requirements, interpreting the statement of work, performing technical evaluations as required, performing technical inspection and acceptance required, assisting the contractor in the resolution of technical problems encountered during performance and receiving and processing invoices for payment.

SUBCONTRACTS:

None of the services furnished under this agreement shall be subcontracted or transferred to another contractor, or organization, without the specific prior written approval of the Contracting Officer.

IHS CONTRACTING OFFICER: Comment by Patten, Tracie (IHS/OKC/AO): Edson, please update from this point forward.

The authority to negotiate a change in terms, conditions, or amounts cited is reserved for the IHS contracting Officer. The COR designated holds no such authority.

GENERAL CONTRACT INFORMATION:

Contractor Requirements Mandated by the Federal Acquisition Regulation (FAR) to comply with the mandate, the contractor must obtain a Data Universal Numbering System (DUNS) Number. The DUNS No. is a 9-digit number assigned by Dun and Bradstreet Inc., to identify unique business entities. If the offeror (Contractor) does not have a DUNS Number, it should contact Dun and Bradstreet directly to obtain one by calling 1-866-705-5711 or via the internet at http://www.dnb.com. Refer to FAR Clause No. 52.204-6, Data Universal Numbering System (DUNS) Number (Dec 2012).

Effective on July 31, 2012, the System for Award Management (SAM) replaced the Central Contractor Registration (CCR). During the term of the contract, the Contractor's DUNS number shall be in active status in accordance to FAR 52.204-6, Data Universal Numbering Systems (DUNS) and updated annually in the System Award Management (SAM) pursuant to 52.204-7, Central Contractor Registration (Dec 2012). You may access SAM at www.sam.gov.

Contractors/Vendors wanting to do business with the government are required to register in CCR and revalidate annually. This provides payment information, validates Small Business Administration certifications as small, disadvantaged, 8(a), or HUB-Zone businesses, calculates business size, and validates taxpayer IDs with IRS.

CONTRACTING OFFICER RESPONSIBILITY:

The authorities to negotiate changes in the terms and conditions or the amounts cited in the contract are reserved to the Contracting Officer.

INVOICE SUBMISSION:

The Contractor shall submit invoices directly to the following address:

1. Division of Financial Management Indian Health Service 701 Market Drive Oklahoma City, OK 73114

(405) 951.3850 The following information must be cited on each invoice submitted for payment.

- Contract No.

- Contractors Name and Address

- Date of Invoice period

- Hours of services provide during the invoiced period.

- Invoice No.

- Invoice signed and dated, and to include the following certification:

"I hereby certify that all services provided and invoiced are for appropriate purposes and in accordance with the terms and conditions of the cited contract."

Per mandate by the U. S. Department of Treasury and effective July 1996, all contractor payments will be by Electronic Funds Transfer System (EFT).

Payment Office The payment office is:

2. Division of Financial Management Indian Health Service 701 Market Drive Oklahoma City, OK 73114

(405) 951.3850