Attachment 2 Functionality Checklist VA Audio Response Software as a Service Solution Revised 01.18.xls
XLS spreadsheet 70 KB Posted
- Solicitation number
- 36C10B24Q0025
About this file
This document contains a functionality checklist and federal contract opportunity notice. The functionality checklist outlines required capabilities for an audio response software as a service solution to support pharmacy operations, scheduling, clinical communications, emergency notifications, financial transactions, surveys, demographics management, customization, calling features, reporting, and technical requirements for the Department of Veterans Affairs. Key capabilities include prescription refill and status inquiries via telephone, appointment scheduling and reminders, secure clinical messaging, emergency notifications, account balances and payments, customization of messages and parameters by site, and integration with VA electronic health records systems. The related federal contract opportunity is a planning notice for a future solicitation seeking proposals for a VA audio response SaaS solution meeting the capabilities in the attached functionality checklist.
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Other files
| File | Type | Posted |
|---|---|---|
| 36C10B24Q0025_4.docx | DOCX document | |
| 36C10B24Q0025_3.docx | DOCX document | |
| 36C10B24Q0025_2.docx | DOCX document | |
| Attachment 1 AudioCARE Software in VHA 1-6-23.xlsx | XLSX spreadsheet | |
| PWS VA Audio Response SaaS Revised 01.18.2024.docx | DOCX document | |
| 36C10B24Q0025_1.docx | DOCX document | |
| Attachment 1 VA-24-00016627 VA Audio Response Software as a Service Solution Narrative Description.docx | DOCX document | |
| 36C10B24Q0025.docx | DOCX document | |
| Attachment 2 Functionality Checklist VA-24-00016627 VA Audio Response Software as a Service Solution.xls | XLS spreadsheet | |
| RFI VA-24-00016627 VA Audio Response Software as a Service Solution.docx | DOCX document | |
| Performance Work Statement VA-24-00016627 Draft VA Audio Response SaaS.docx | DOCX document |
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Functionality Checklist Instructions:
Indicate if your commercial solution meets the following REQUIRED functionality by marking an “X” in the “Meets” or “Does Not Meet” column for each respective functionality.
| Item No. | Requirement Description | Meets Requirement | Does Not Meet Requirement | Level of Customization Required (e.g. minimal, moderate, or significant) |
| 1 | PHARMACY | |||
| 1.1 | The VA Audio Response solution shall allow Veterans or a VA approved Caregiver to request a prescription fill/refill and/or renewal via touch tone telephone | |||
| 1.2 | The VA Audio Response solution shall provide the ability for the automated process to take the following actions: Inform Veteran or a VA approved Caregiver of pick-up time; Verify Veteran’s mailing address when requesting prescription refill by mail order; send Veteran prescription pick-up reminder(s) via touch tone telephone. | |||
| 1.3 | The VA Audio Response solution shall support status inquiries for each fill/refill and/or renewal request and prescription status (e.g., the number of refills remaining, prescription status (including prescriptions that have yet to be dispensed) | |||
| 1.4 | The VA Audio Response solution shall allow each site to set a time after which the system will tell Veterans or a VA approved Caregiver when to pick up their prescriptions are ready for pickup (e.g., RxReady). | |||
| 1.5 | The VA Audio Response solution shall allow the Veterans or a VA approved Caregiver to be informed of the dispensing location when a medication is ready for pickup. | |||
| 1.6 | The VA Audio Response solution shall be able to identify all medications that are available for mail order. | |||
| 1.7 | The VA Audio Response solution shall provide the capability for Veterans or a VA approved Caregiver to request prescription fill/refill and/or renewal when the interface with the Pharmacy system is unavailable. | |||
| 1.8 | The VA Audio Response solution shall verify the Veteran’s mailing address when requesting a medication fill/refill and/or renewal via mail order. | |||
| 1.9 | The VA Audio Response solution shall provide a capability to notify Veteran or a VA approved Caregiver of medication refills. | |||
| 1.10 | The VA Audio Response solution shall provide Web Rx Information to include quantity ready, prefills (notification of when prescription is running low), tracking of refills, refills remaining, discontinuation (e.g., alert/inform provider that the previous prescription was discontinued), prescription reminders (e.g., refill reminders, expiring prescription reminders) and medication information consistent with all modalities used. | |||
| 1.11 | The VA Audio Response solution shall provide the ability for Call Center staff/VA employee to enter the fill/refill and/or renewal request on behalf of the Veteran or a VA approved Caregiver | |||
| 1.12 | When the drug is a Schedule II medication, the VA Audio Response solution shall provide a 0 prompt to advise the caller that their request is being sent to their PACT team and/or the healthcare team that is managing the Schedule II medication(s) (e.g., Mental Health) for review. | |||
| 1.13 | The VA Audio Response solution shall notify the Veteran or a VA approved Caregiver about instructions/information specific to their visit to the VA that day including as a minimum “come to Window A upon entering the building; “proceed to drive through prescription pickup”; or “park in lot C” and “when your Release of Information (ROI) document is ready for pickup you will be provided a room number for pickup”; as well as accommodate specific site updates for hours of operation, new area codes or telephone exchanges, and operation procedures or promotions. | |||
| 1.14 | For Prefill (notification of when prescription is running low), the VA Audio Response solution shall provide the ability for Veterans or a VA approved Caregiver to request a renewal for a prescription that is out of refills or expired via an automated number. | |||
| 1.15 | The VA Audio Response solution shall provide a Veteran or a VA approved Caregiver the ability to be notified of the result of the fill/refill/renewal requests (e.g., “refill request submitted on ‘MM/DD/YYYY’ was processed and is scheduled to arrive on ‘MM/DD/YYYY’ without having to call/message to their pharmacy/provider or login to their automated voice/web/mobile application | |||
| 1.16 | The VA Audio Response solution shall provide a Veteran or a VA approved Caregiver the ability to receive updates to prescription statuses without having to call/message to their pharmacy/provider or login to their automated voice/web/mobile application | |||
| 1.17 | The VA Audio Response solution shall provide a Veteran or a VA approved Caregiver the ability to receive updates to prescription shipments/shipment delays from the pharmacy automation system (mail order or local VA Pharmacy) without having to call/message to their pharmacy/provider or login to their automated voice/web/mobile application | |||
| 1.18 | The VA Audio Response solution shall utilize the phone number on the prescription label | |||
| 2 | SCHEDULING | |||
| 2.1 | The VA Audio Response solution provide the capability for patient-initiated appointment inquiries, scheduling/rescheduling, and cancellations via touch tone telephone. | |||
| 2.2 | The VA Audio Response solution provide a Veteran appointment reminder system via touch tone telephone. | |||
| 2.3 | The VA Audio Response solution provide the capability for Veterans or a VA approved Caregiver to cancel their appointments and receive a confirmation of the cancelation via touch tone telephone. WHEN CANCELING, allow the Veteran to indicate if he/she wants to be contacted about rescheduling. | |||
| 2.4 | The VA Audio Response solution provide the capability for the Clinic to inform the Veterans or a VA approved Caregiver of an appointment/referral cancellation via touch-tone phone. | |||
| 2.5 | The VA Audio Response solution combine all appointments reminders into one call if a Veteran has more than one appointment for a particular day. | |||
| 2.6 | The VA Audio Response solution only send one completed call (e.g., person answers phone, reminder sent to voicemail, etc.) to a household per 24-hour period (calling cycle). | |||
| 2.7 | The VA Audio Response solution attempt to contact the Veteran or a Veteran approved Caregiver multiple times within each communication configuration (e.g., appointment reminders, referral reminders, etc.) as defined by the site configurations if the telephone call is not completed within the specified time (e.g., no one answers the call, no voice mail, etc.). | |||
| 2.8 | The VA Audio Response solution recognize the alternate Address in the Electronic Health Record (HER), using a defined date to determine if it is current, if applicable. | |||
| 2.9 | Reminders provided by the VA Audio Response solution shall indicate which divisions within the facility and/or which facilities. The VA Audio Response solution shall provide specific locations within the organization and divisions. | |||
| 2.10 | The messages and reminders in the VA Audio Response solution shall meet the current PII/PHI/HIPPA/Privacy policy for voicemail. | |||
| 2.11 | The VA Audio Response solution shall have the capability to generate reminder notifications to send to patients to schedule a new appointment. | |||
| 2.12 | Auto-populate appropriate fields from patient demographics and appointment data for the notification process. | |||
| 2.13 | Automatically use Veteran information when processing notifications. | |||
| 2.14 | Ability to remove a patient from automatic reminder calls, for either ALL reminders and/or specific clinics. | |||
| 2.15 | Be able to block a single phone number from receiving calls, even if you don’t know which patient it’s coming from. | |||
| 2.16 | Provide the ability to Change/Cancel an entire clinic if needed and notify Veterans or a VA approved Caregiver appropriately about their specific clinic. | |||
| 3 | CLINICAL | |||
| 3.1 | The VA Audio Response solution shall provide the capability for preventive health messages via touch tone phone | |||
| 3.2 | The VA Audio Response solution shall provide the capability for clinical screening reminders via touch tone phone | |||
| 3.3 | The VA Audio Response solution shall provide secure physician to patient communications, such as lab results, via telephone in accordance with HIPAA. | |||
| 3.4 | The VA Audio Response solution shall provide the ability for Veterans or a VA approved Caregiver to obtain clinical information such as lab results, disease management information & medication recalls via Inbound and Outbound Audio Notes | |||
| 4 | EMERGENCY PREPAREDNESS | |||
| 4.1 | The VA Audio Response solution shall provide emergency notification to Veterans, VA approved Caregiver and VA staff via touch tone phone (e.g., Robocalls)., such as biological, chemical, environmental, weather-related, or other emergency situations. | |||
| 4.2 | The VA Audio Response solution shall provide notification to all patients being seen at a division on a specific date to notify that the building is closed/open. | |||
| 5 | FINANCIAL | |||
| 5.1 | The VA Audio Response solution shall provide Veteran Account Balance(s), and the ability to make payments, and receive payment reminders | |||
| 6 | SURVEYS | |||
| 6.1 | The VA Audio Response solution shall provide the ability to configure and implement a script(s) for the Veteran or VA approved Caregiver IVR experience satisfaction surveys | |||
| 7 | DEMOGRAPHICS | |||
| 7.1 | The VA Audio Response solution shall include features to allow Veterans or a VA approved Caregiver to periodically review and update their demographic information. | |||
| 7.2 | The VA Audio Response solution shall provide the capability for Veterans or a VA approved Caregiver or to “opt out” of the reminder call service by method of reminder. The Veterans or a VA approved Caregiver who “opt out” of the service will no longer receive communications with the exception of patient safety issues (e.g., medication recalls). | |||
| 8 | CUSTOMIZATION | |||
| 8.1 | The VA Audio Response solution shall provide Custom Site Parameter Preferences (e.g., pharmacy pickup times, hours of operations, transferring prescriptions and pharmacy locations) to VHA staff. | |||
| 8.2 | VAMCs and CBOCs shall not have the ability to turn on/off by feature, modality, etc. | |||
| 8.3 | Customization functionality shall be permission structured for VHA staff | |||
| 8.4 | The VA Audio Response solution shall be able to customize messaging using vendor provided professional voice recordings with local override availability as needed to include at a minimum English and Spanish language modules | |||
| 8.5 | The VA Audio Response solution shall have the capability to place a current or a new medication order into a “Parked” status, as well as to enable patients to order a fill for a prescription in a “Parked” status, to support the following functional requirements: | |||
| 8.6 | The VA Audio Response solution shall ensure the system activities performed for an active prescription are also performed for a parked prescription | |||
| 8.7 | The VA Audio Response solution shall provide coding changes for the EHR receipt of requests from the system so that a patient can request/receive the initial (original) fill of a prescription. | |||
| 8.8 | The VA Audio Response solution shall provide coding changes for the EHR receipt of requests from the system so that when a patient requests the original fill or refill for a prescription that has been associated with a newer prescription for the same dispensed drug that is in the parked state, the fill is processed as if the newer prescription was requested. | |||
| 8.9 | The VA Audio Response solution shall provide the capability to communicate with Veterans or a VA approved Caregivers via touch tone telephone for medication recall, appointment/referral reminders, prescription fill status, and immunization reminders. | |||
| 8.10 | The VA Audio Response solution shall provide the ability to capture from the authoritative source the Veteran’s Notification Preference (e.g., e-mail, text, phone (mobile or land line), letter/postcard) | |||
| 8.11 | The VA Audio Response solution shall provide VHA staff with the ability to manage, store and access standard telephone notification templates (e.g., voice scripts) used for secure phone communications/messaging. | |||
| 8.12 | The VA Audio Response solution shall provide the ability to create patient notification templates. | |||
| 8.13 | The VA Audio Response solution shall provide the ability to publish patient notification templates. | |||
| 8.14 | The VA Audio Response solution shall provide the ability to share patient notification templates. | |||
| 8.15 | The VA Audio Response solution shall provide the ability to modify notification templates according to business rules to accommodate facility and service requirements (i.e., directions, parking instructions, number of days prior to appointment the notification is sent, etc.). | |||
| 8.16 | The VA Audio Response solution shall provide the ability to activate notification templates, one at a time a group or based on rules. | |||
| 8.17 | The VA Audio Response solution shall provide the ability to deactivate notification templates, one at a time, as a group or based on rules of templates. | |||
| 8.18 | The VA Audio Response solution shall provide the ability to set up notifications to be distributed automatically according to specified criteria/business rules, e.g., a configurable schedule | |||
| 8.19 | The VA Audio Response solution shall provide the ability to store individual patient notification preferences | |||
| 8.20 | Existing and new clinic location demographics (Internal Entry Number (IEN), name, division, etc.) shall automatically pull over into the Solution. The only manual entry to set up the automated reminders on a new clinic should be to disable automated reminders or change the default facility parameters (increase the number of days to auto-remind, for example). The default shall be for the new clinic to automatically send reminders according to the default facilities parameters. | |||
| 9 | CALLING FEATURES | |||
| 9.1 | The VA Audio Response solution shall provide one completed call to a household per 24-hour period (calling cycle) if appointments for a Veteran are combined. | |||
| 9.2 | The VA Audio Response solution shall provide the capability to handle inbound/outbound calls through a Virtual Assistant option | |||
| 9.3 | The VA Audio Response solution shall be able to leave a message on answering machines and voice mail systems (e.g., “Please call VA”). | |||
| 9.4 | The VA Audio Response solution shall provide optional Veteran identification prompts to ensure the person receiving the call is the correct Veteran (e.g., multi factor authentication feature) | |||
| 9.5 | The VA Audio Response solution shall provide the ability to allow a caller in the self-service system to be connected to a live person within the facility’s call centers (scheduling or pharmacy). For example, a message could prompt the caller to fill another refill, change appointment, or talk to someone from Scheduling or Pharmacy. Caller would be added into the existing call queues for either scheduling or pharmacy or daytime nurse triage. Ability for this feature to be configurable at the facility level. | |||
| 10 | REPORTING | |||
| 10.1 | The VA Audio Response solution shall include auditing and reporting systems to ensure the integrity and reliability of the data (e.g., system redundancy feature) | |||
| 10.2 | The VA Audio Response solution shall include standardized reports via network or local printer, on screen, export to Microsoft excel, or e-mail reports to any specified recipient. (e.g., number of refills processed, outbound calls made, number of reminders sent, phone line utilization) | |||
| 10.3 | The VA Audio Response solution shall provide an audit log to track patient contact history (to include date, time, and purpose about a contact to the Veteran). | |||
| 10.4 | The VA Audio Response solution shall provide the ability to report on the successful methods of notification, i.e., those that result in a completed encounter. | |||
| 10.5 | Need to be able to set up VA email groups for managers to auto receive reports on the bad phone numbers the system found in its attempts to call, the patients the system was unable to reach, and the patient actions that need our attentions (cancellations, etc.). | |||
| 10.6 | Need to be able to ask the system for the notification history for a specific Veteran, phone number or email | |||
| 11 | COMPLIANCE | |||
| 11.1 | The VA Audio Response solution shall be complaint with Privacy requirements in accordance with Directive 6508, VA Privacy Impact Assessment | |||
| 11.2 | The VA Audio Response solution shall be complaint with Health Insurance Portability and Accountability Act (HIPAA) requirements | |||
| 11.3 | The VA Audio Response solution shall be complaint with 508 requirements | |||
| 12 | RELIABILITY | |||
| 12.1 | Comprehensive software maintenance with system availability shall be 24 hours per day x 7 days per week, 99.5 % of the time outside of scheduled maintenance. | |||
| 13 | Beneficiary Communication Preferences | |||
| 13.1 | The VA Audio Response solution shall allow the Veteran or a VA approved Caregiver to re-enable communications (e.g., begin receiving telephone messages again). | |||
| 14 | Technical Requirements | |||
| 14.1 | The VA Audio Response solution shall not transmit unencrypted PII/PHI outside the VA network. | |||
| 14.2 | The VA Audio Response solution shall not store unencrypted PII/PHI on local or network storage devices. | |||
| 14.3 | The VA Audio Response solution shall meet a Recovery Time Objective (RTO) of 24 hours and Recovery Point Objective (RPO) of 24 hours. | |||
| 14.4 | The VA Audio Response solution shall interface with any Electronic Health Record System in use by the VA ( i.e, VistA, CPRS, and Oracle – Health Millennium). | |||
| 14.5 | The VA Audio Response solution shall allow VA to retain failed hard disk for destruction or remediation of failure | |||
| 14.6 | If Windows based operating systems are used, the solution shall allow for Active Directory membership within VA's Active Directory architecture, support VA's Visibility-to-Server (V2S) software, support the application of VA Group Policy Object’s (GPO’s), and support remote manageability. | |||
| 14.7 | If Windows based operating systems are used, the solution shall support VA's anti-virus and firewall architecture. | |||
| 14.8 | The VA Audio Response solution shall support VA system naming standards and be agile in the ability to change system names if needed. | |||
| 14.9 | Staff/admin interface shall be Personal Identity Verification (PIV) card compatible |
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