Attachment 6 North and Central DME Statement of Work 8-16-2022.pdf

DESCRIPTION/REQUIREMENTS/WORK STATEMENT

Introduction/Background Information Intent

VISN 8 Sunshine Healthcare Network has an ongoing requirement for the pickup, setup, disassembly, repair, routine preventive/service/refurbishment maintenance, site assessment, disposal, storage and delivery service of Durable Medical Equipment (DME) and supplies to all beneficiaries serviced by VISN

8’s 4 medical centers and its associated outpatient clinics and neighboring state (Georgia where a VISN 8 patient may live). For the purposes of efficiency, two delineated areas are specified as areas serviced: the northern zone encompassing North Florida and South Georgia,; and the central zone encompassing the central area of the state of Florida; Bay Pines, Tampa and Orlando. The total number of DME patients at each VA site varies and is subject to change.

Prior to award, the contractor must prove they can meet or exceed the standards of The Joint Commission

(JC) http://www.jointcommission.org/standards_information/prepublication_standards.aspx (and the

Center for Medicare and Medicaid Services (CMS) related to DME. Written documentation must be provided to support this requirement. Offerors should thoroughly review all of the requirements and be familiar with the area(s) of coverage before submitting their proposal in order to be fully aware of the services required.

The contract base period shall begin on the contract effective date and be effective for 12 months (1 year), with four each, one (1) year option renewal periods. The contract is subject to the availability of

VAMC/VHCS appropriations. The contractor shall perform no services after the expiration of the previous year unless the contracting officer authorizes such services in writing.

The Contracting Officer shall be the only person authorized to approve changes or modify any of the requirements under this contract. The contractor shall communicate with the Contracting Officer on all matters pertaining to contract administration. Only the Contracting Officer shall be authorized to make commitments or issue changes that affect price, quantity, or quality of performance of this contract. In the event the contractor effects any such change due to the direction of any person other than the Contracting

Officer, the change shall be considered unauthorized and no adjustment shall be made in the contract price to cover any increase in costs incurred as a result thereof.

The VISN COR shall be responsible for the overall technical administration of this contract as outlined in the COR Delegation of Authority.

The Department of Veterans Affairs reserves the right to exercise option years, subject to the availability of funds.

1. DME - General Requirements:

1.1 The contractor shall provide all facilities, labor, parts, equipment, transportation, fuel, and supervision necessary to provide storage, delivery set up, repairs, in-house and onsite instruction, and/or pick-up of durable medical equipment for VA beneficiaries of the VAMC/VHCS, in accordance with the terms, conditions, special provisions and schedule contained herein. The contractor must provide documentation that they have conducted DME business for a minimum of at least three (3) years prior to submitting an offer for this solicitation. The contractor must also be able to prove they have conducted business at a physical location which houses the service office, warehouse, dispatch of vehicles and other functions related to the performance of these services during the same previous 3 years.

http://www.jointcommission.org/standards_information/prepublication_standards.aspx

1.2 The contractor shall have (or put in place within one calendar month after contract award) a web based system (i.e.: MS SharePoint) that provides access to all VA required forms and documentation. This system shall be accessible to all VA personnel, as determined by the COR, with access provided by the Contractor. The system shall be secure and meet all applicable VA IT rules and regulations and HIPPA, privacy rules and regulations. This system does not preclude VA patient information being provided on a requested basis through PKI encrypted e-mail and/or by secure fax machine.

1.3 This is a Fixed Price, Requirements contract; with estimated quantities shown in PART I the

Schedule (paragraph 2.1). These are estimates only. VA makes no commitment concerning the quantity of deliverables and/or services required herein. The amount of services required under the terms of an awarded contract shall be determined solely by the VA.

1.4 The VAMC/VHCSs shall purchase DME devices that are part of the National Prosthetic

Clinical Management Program (PCMP) contracts and/or Federal Supply Schedule (FSS) contracts, such as Hospital Beds, Scooters, and Standard/Rehab/Power Wheelchairs. These devices will be provided to the contractor as Government Furnished Equipment and will be used solely for the purposes of this contract.

1.4.1 Accreditation Requirements: The Contractor must be accredited and must demonstrate that it has met or exceeded Joint Commission Standards and provide documented evidence that it meets Joint Commission requirements for delivery, set up, repair, pick-up, and storage of durable medical equipment.

1.4.2 Area of Responsibility: See Attachment 7 – Northern and Central Service Area Map

2. VA Policies and Procedures:

The contractor shall conform with issues addressed in the VA Medical Staff By-laws and the VA

Medical Center Memorandums pertaining to delivery of services. COR’s or designees’ shall provide copies to the contractor within 10-work days after award of the contract.

3. Definitions/Acronyms: See Addendum 1

4. Service Call/Delivery Charge (DME)

4.1 Delivery charges under this contract shall be based on a flat rate zone charge. The zones radiate out from each VAMC/VHCS Facility in VISN 8 and are based on the counties surrounding each facility. Refer to Attachment A.

4.2 In rare instances it shall be necessary to make a delivery/pick-up beyond the last zone for any

VAMC/VHCS Facility in VISN 8; a separate delivery charge shall be used for these occurrences based upon the Government mileage reimbursement rate on the date of that service (currently

$.54/mile).

4.3 Contractors who provide DME contract coverage for the northern and central may have limited situations where they shall need to pick-up/deliver outside of their service area(s). There shall be

NO extra charge for pick-up/delivery with the exception of additional mileage charges (Example: –

Delivery/pick-up for a patient who may live in the northern zone but receives services from a central or southern zone contractor). Additional mileage will not be paid if the same contractor holds the contract in both zones. There shall be NO charge for pick-up/transfer of equipment from a northern zone vendor facility to a central or southern zone vendor facility and vice versa regardless of if it is the same or a different Contractor.

4.4 The VAMC/VHCSs are responsible for payment of service calls. A service call may include delivery; pick up, repair and/or Set-up of DME and accessories, and other service(s) described in this Statement of Work.

4.5 There shall be NO charge for pickup/delivery to the local VAMC/VHCS.

4.6 The Government shall not reimburse the contractor and the contractor shall not bill for any return trips within three work days after a previous provision of DME service requiring a follow-up service such as repair/ replacement. The Government shall not reimburse the Contractor and the

Contractor shall not bill for any return trips within three work days after delivery of the DME to re-educate the patient on the proper usage, operation and function of DME and accessories.

5. Contractor Telephone Accessibility (DME)

The Contractor shall provide a toll free number and local phone number for veterans, their caregivers and the VAMC/VHCS and/or agrees to accept telephone orders from the VAMC/VHCS for service on a collect-call basis, if the Contractor’s place of business is located beyond the local telephone call zone of the hospital.

6. Contract Administration:

6.1. The contractor shall maintain a telecommunication system, i.e., telephone, fax machine, and e-mail system with PKI Encryption (preferred method) in order to preserve continual contact with the

Department of Veterans Affairs and for emergency contact. The fax machine and all computers with e-mail access shall be kept secure and out of the public view to maintain the safety and security of our

Veterans confidential medical information.

6.2 Payment Processing: Payments for Purchase Orders shall be by Government Purchase Card and/or 2237. The contractor shall accept fax copies of purchase orders and have a secure fax line to secure the patient identifiable information (PII) or Patient Health Information (PHI). The contractor must have Class II Visa software to be compatible with VA billing requirements for all credit card payments. The contractor’s invoices for delivery/repair/maintenance shall be on letter head and indicate:

6.2.1 The contract number and purchase/delivery order number

6.2.1 Veteran’s last name and first initial and last four digits of social security number

6.2.1 Date service was requested

6.2.2 Completion date of service

6.2.3 Detail of work accomplished

6.2.4 Type of equipment (i.e. delivered, repaired, picked up, new, refurbished, etc.)

6.2.5 Model number of equipment

6.2.6 Serial number of equipment

6.2.7 Total cost of service charge (itemized if necessary)

6.2.8 A copy of the Certification of Delivery form

6.2.9 VA official authorizing repair

6.2.10 Equipment Delivery and Safety Check Confirmation document

6.2.11 Signed statement of acceptance and understanding by the Veteran

6.3 Contractor Point of Contact: The contractor shall provide a point of contact that the

Department of Veterans Affairs may contact during the period of this contract for prompt action on matters pertaining to the administration of this contract.

6.3.1 Name:

6.3.2 Title:

6.3.3 Address:

6.3.4 Phone:

6.3.5 Fax:

6.3.6 E-mail address:

6.3 Key Administrative Contacts: A list of key administrative contacts with phone numbers/email addresses for each VA facility shall be provided within 5 business days after contract award. There shall be a key person and a back-up person from each facility.

6.4 Subcontracting (DME): The contractor shall not subcontract services.

7. Service Hours Expectations (DME)

7.1 Normal Hours. The majority of the requests for service shall be between the hours 8:00 am until

4:30 pm, Monday through Friday.

7.2 Emergency after hours or weekend service shall be brought to the attention of the Contracting

Officer’s Representative (COR) before close of business the next work day, after emergency.

7.3 Full Services. The contractor shall provide coverage seven days per week, 24 hours per day, including Federal holidays.

7.3.1 Federal Holidays are: New Year’s Day; Birthday of Martin Luther King Jr.;

Washington’s Birthday; Memorial Day: Independence Day: Juneteeth Independence Day, Labor Day: Columbus Day; Veterans Day; Thanksgiving Day; Christmas Day. Federal

Holidays are also listed on the following website: http://www.opm.gov/fedhol. When a holiday falls on a Sunday, the following Monday shall be observed as a legal holiday.

When a holiday falls on a Saturday, the preceding Friday is observed the U.S Government agencies.

8. Equipment and Supplies:

8.1 VA-Owned equipment includes, but not limited to, the following list of durable medical equipment. VA-owned equipment may be delivered directly to the contractor’s warehouse by the

Government or Government supply sources to include private industry suppliers. The Contractor shall pick up VA-Owned equipment from VA facilities located in either the northern, central, southern or caribbean zone service area as directed by the COR.

8.1.1 Home Care Beds, manual

8.1.2 Home Care Beds, Electric – including side rails

8.1.3 Mattresses, Foam, Innerspring, Specialty (Dry, Gel, Water, Air, Powered Press

Reducing, Non-Powered Press Reducing)

8.1.4 Trapeze Assemblies (floor and bed mounted)

8.1.5 Over-bed Tables

8.1.6 Slings, for patient Lift, transfer patient

8.1.7 Bathroom equipment

8.1.8 Wheelchairs, Manual/Electric/Power – including charger

8.1.9 Scooters

http://www.opm.gov/fedhol

8.1.10 Ramps, portable

8.1.11 Home Safety Equipment; and,

8.1.12 Any other Durable Medical Equipment considered by PSAS to be needed in order to maintain and improve the veterans’ quality of life and overall health while being treated at his/her own home (e.g. patient lift, exercise bicycle, air conditioner, shower chair, etc.).

8.2 When there is a change in contractors, it is the responsibility of the new contractor to pick up all government-owned equipment and supplies from the previous contractor. These shall be stored at the new contractor’s facility. The COR shall coordinate the change in storage locations with the previous contractor and the new contractor.

9. Equipment Cleaning/Disinfecting (DME)

9.1 The contractor shall sanitize all DME with an appropriate disinfectant solution that meets Joint

Commission, CMS and/or manufacturer disinfectant standards for durable medical equipment.

Cleaning is preliminary to disinfecting. The manual process usually involves surface cleaning to remove gross soil from the object and reduce the number of microorganisms for the object to a level, which is considered safe for human use.

9.2 The contractor shall disinfect/sanitize according to the following:

9.2.1 Joint Commission Infection Control (IC) Standards;

9.2.2 Manufacturers’ established guidelines;

9.2.3 Contractor’s policies and procedures – in line with manufacturers’ guidelines and

Department of Veterans Affairs guidelines on reusable medical equipment.

9.2.4 Also, incorporated US Title 29 Code of Federal Regulations (CFR), Part 1910 (Dated

July 1, 1998). Title 29 CFR, Part 1910 may be viewed at the internet web-site:

http://www.access.gpo.gov/nara/cfr/cfr-table-serach.html#page1

9.2.5 The contractor shall ensure that returned DME shall be cleaned, sanitized and dried to prevent corrosion/rusting before reissue utilizing sound infection control techniques.

Clean plastic sheeting should cover all clean equipment.

9.2.6 Maintain Material safety data sheets (MSDS) for all chemical agents used in the cleaning, sanitizing and disinfecting of HME.

9.3 The contractor shall comply with the appropriate provisions of the VHA Directives on RME

(Reusable Medical Equipment).

10. Storage Facility (DME):

10.1 The contractor shall provide a clean, pest/rodent free, secure, contained area to accommodate the storage of miscellaneous Government Owned supplies and equipment covered under this contract for the northern, central or caribbean zones at no additional cost. Contractor shall provide a minimum of 5,000 square feet of storage space per medical center in each zone. Storage areas must conform to all applicable State, Local and National Fire Protection Association (NFPA) codes.

10.2 Contractor-provided VA storage area for DME devices shall be separate from other areas of storage being used by the Contractor and clearly tagged (marked) as VA section. Each

VAMC/VHCS location shall be clearly marked with the VA station number. The contractor shall clearly label and separate new and used VA equipment by each facility. Each piece of equipment shall be tagged with the make, model, serial number, date received, last name and last four of previous user and covered with plastic for protection. All equipment, parts and supplies shall be http://www.access.gpo.gov/nara/cfr/cfr-table-serach.html#page1 arranged in such a manner as to afford immediate inspection of all appliances and supplies for inventory reconciliation.

10.3 The contractor shall, at no time, intermingle or use VA durable medical equipment and supplies with equipment or supplies from non-VA activities.

10.4 Clean and dirty areas shall be identified, clearly marked and separated using a JC approved divider and protective covering. Items that have been cleaned, refurbished and repaired shall be identified as such and stored separately from those recently recovered awaiting necessary cleaning, etc.

10.5 Prior to being placed in the clean equipment storage area, all recovered equipment shall be cleaned and disinfected using an appropriate cleaning solution according to manufacturer’s instructions; checked for proper operation, safety, serviceability; and covered with plastic (unless it is stored in a closed box) for protection. The Contractor shall store all home care equipment supplied by the VAMC/VHCS as long as equipment is usable and of value to the VA during the contract period. The COR makes the determination regarding an item’s usefulness.

10.6 NOTE: Any equipment disposed of, e.g. any equipment deemed worn or beyond repair, shall be listed, serialized and documented to the COR. This list shall be approved by the COR before disposal in accordance with VA equipment excessing policy. There shall be no additional charge for the delivery of excessed/condemned device/equipment/supplies to the VA.

11. Inventory Management

11.1 The contractor shall perform an inventory, with the VA COR or designee of all DME upon commencement of the contract. This inventory shall be conducted jointly by the COR or designee and the contractor and signed by both parties.

11.1.2 The inventory documentation shall fully identify each item by the following:

11.1.2.1 Patient Name (if applicable)

11.1.2.2 Patient last four of Social Security Number (SSN)(if applicable)

11.1.2.3 DME Nomenclature

11.1.2.4 Serial and Lot Numbers (if applicable)

11.1.2.5 Make and Model Number

11.1.2.6 Physical condition (new/used)

11.1.2.7 Date received

11.1.2.8 Location (clean storage, temporary storage or VA beneficiaries’ homes)

11.1.2.9 Price when purchased, if available.

11.1.2.10 Appropriate HCPC code.

11.1.2.11 Name of the VAMC/VHCS the equipment belongs to.

11.1.2.12 Items in possession of the Contractor which are not available for reissue shall also be identified and the reason for their non-availability noted.

11.1.3 The contractor shall also maintain a cumulative log of DME issued during the contract period. The log shall contain the following information:

11.1.3.1 Date received

11.1.3.2 Date issued

11.1.3.3 Date reclaimed/picked up

11.1.3.4 VA beneficiary’s initials and SSN

11.1.3.5 Make, Model and Serial Numbers

11.1.3.6 PO number for delivery authorization

11.1.3.7 PO numbers and invoice numbers (for drop shipments by VA to the vendor)

11.1.4 The contractor shall establish and maintain a secure and electronic database and system of inventory control to protect and preserve all DME and PII.

11.1.5 An electronic, computerized, up-to-date database of all inventory transactional data shall be maintained by the contractor with read access to the VAMC/VHCS. The contractor shall provide a weekly per VAMC/VHCS computer generated inventory of equipment in storage, with the location and quantity to the appropriate Prosthetics Service. At a minimum, this should include the DME item, whether the item is new or used its condition, date received, serial number, station number, PO number associated with the VA inventory order, last name and last four of previous Veteran issued to and VA bar-coding number – if tagged.

11.1.5.1 Discrepancies in Inventory: Discrepancies in inventory shall be investigated by the contractor and a written explanation provided to the COR or designee via FAX as noted above. Resolution of discrepancies must be completed before the next inventory reporting period or as directed by the COR.

11.1.5.2 Inventories upon termination or completion: Immediately upon termination or completion of the contract, the contractor shall perform a physical inventory of all

Government-owned DME applicable to the contract and provide the COR or designee with the Inventory Control Record document within seventy-two (72) hours after termination or completion.

11.1.5.3 Inventory Disposition of non-serviceable DME equipment including electric motors, batteries, etc. shall be done in accordance with local regulations and manufacturers’ recommendations concerning waste disposal. The COR or designee must approve the disposal prior to its occurrence and it shall be performed at no additional cost to the VAMC/VHCS, with proper VAMC/VHCS documentation.

11.2 Inventory Security (DME)

11.2.1 The contractor shall be responsible for the security of the entire inventory received from the VA. Loss, misuse, abuse, misappropriation, or destruction of any materials issued to the Contractor shall subject the Contractor to a damages claim equal to the full cost of repair or replacement by the Government in accordance with the default provisions.

11.2.2 The contractor shall assure that adequate security of material/information received from the VAMC/VHCS or from VA beneficiaries is incompliance with the Privacy Act of 1974 and HIPPA – see section 1.11 #3 and #4. At a minimum, security shall consist of, but may not be limited to, the methods discussed as follows:

11.2.2.1 Conduct reasonable screening of employees so that the workforce consists of responsible, qualified and trustworthy personnel;

11.2.2.2 Develop and maintain current access list of personnel who are authorized to enter those areas where DME is stored and/or processed;

11.2.2.3 Develop a highly visible identification system which shall clearly differentiate between authorized and unauthorized personnel, for example, a system of controlled badges (to be worn at all times) or uniforms – NOTE – each employee has in possession and wears an identification badge when performing official duties with VA patients/families and meeting with VA personnel;

11.2.2.4 Develop and ensure the use of positive control systems by use of logs or other recording devices listing manufacturer, make, model number, and/or serial number (if applicable). Its use shall begin when inventory is received at the

Contractor’s facility and shall continue until the inventory is returned to the

Government or issued to a veteran. Positive signature control shall be maintained at all steps of the process by the contractor.

11.2.3 All rooms and areas of the contractor facility where DME devices or data is stored or processed shall be capable of being securely locked. All DME devices shall be secured inside these locked areas, and outside of normal business hours shall be secured within appropriate containers/areas. A system shall be developed to ensure that these areas are locked after normal business hours. Such a system could be a checklist countersigned by the Contractor employees.

11.2.4 Any instances of possible breakdowns of security procedures shall be immediately reported to the VA.

12. Vehicles:

12.1 The contractor shall comply with all applicable state laws concerning licensing and operation of motor vehicles. Evidence of certification with the Department of Transportation (DOT)

Regulations are to be included with bid, or prior to contract award, as well as personal liability and property damage insurance coverage within the limits as required by law. The vehicles used in the performance of this contract must be covered, licensed and meet the minimum requirements as mandated by each state/county/city in which performance occurs.

12.1.1 The contractor shall have all vehicles used in the performance of services under the contract in good working condition, clearly marked with company identification/logo, and conform to CDL weight capacity for the types and weight of equipment being transported. They shall be able to handle all forms of DME for safe delivery and pick-up.

12.1.2 Recovered equipment shall be separated from new and cleaned equipment during transport, in accordance with Joint Commission requirements or equivalent, clean equipment shall be kept in clear plastic bags. Dirty equipment shall be labeled and covered in plastic bags during transport back to facility.

12.1.3. The contractor’s truck walls, ceiling and floors should be of a surface that can be easily cleaned and sanitized and have areas clearly marked to separate new, clean and soiled/contaminated equipment /supplies. Delivery/pickup vehicles shall be equipped with a first aid kit, infection control supplies, standard operating procedure manual, vehicle registration, and daily trip/log inspection. As well as items required for vehicle breakdown. The delivery truck shall be kept in a sanitary condition, so that contamination of the equipment shall not occur during transport.

13. Patient Delivery Timeline

13.1 Normal Service Delivery Orders: Unless otherwise approved by VAMC/VHCS or if the veteran and/or guardian/relative requests additional time, the contractor shall contact the patient and/or family to set a time for delivery/set-up/pick-up of the equipment – this must be done within

24 hours of receipt of the VAMC/VHCS order.

13.1.1 The delivery/set-up/pick-up itself must be completed within 72 hours of receipt of the order, unless otherwise approved by VA COR/VA Representative or if the veteran and/or guardian/relative requests additional time.

13.1.2 Should the contractor be unable to provide delivery or pick-up within the specified time period, the contractor shall immediately notify the VA Representative in writing via e-mail and document as to why they were unable to perform the service as required by the contract. Notification shall provide sufficient time to allow the VA to seek other alternatives or remedies necessary to complete the contract requirements for patient care.

13.1.3 Should the contractor fail to furnish services within specified time periods after receipt of a delivery order, VA reserves the right to withhold payment upon review of delivery documents. The VA Contracting Officer or their designee shall be solely responsible for determining when to order service from another source.

13.1.4 The contractor shall immediately notify the COR of any and all discrepancies, such as missing equipment or equipment that cannot be located which has been requested to be picked-up by the VA.

13.1.5 Contractor shall maintain a weekly per individual VAMC/VHCS computer log of orders received, deliveries and pick-ups by each VAMC/VHCS. The report along with the specific equipment items by Patient Name & SSN, date issued/picked up, equipment conditions (new or used), model, serial number, and the total dollar value, shall be submitted by PKI encrypted e-mail/in-person/fax to the respective Medical Center COR or designee at the end of each business day(per VAMC/VHCS).

13.1.6 At no time shall the contractor offer to or pick up VA issued equipment from the patient or caregiver without express authorization from the VA.

13.2 Emergency Delivery/Services: Emergency delivery/services to VA beneficiaries/caregivers shall only be provided by the contractor upon receipt of a specific order or authorization from the

COR or Facility Prosthetic Leadership. The contractor shall be required to perform and complete such services within four (4) hours after receipt of request within the service area and within eight

(8) hours outside of the service area. Cost for this service shall be billed at the EMERGENCY rate in the Schedule of Services.

14. VA Direct Delivery to Contractor:

14.1 The VA shall purchase DME and/or parts for repairs for drop-shipment directly to the DME contractor for storage. It is the contractor’s responsibility to:

14.1.1 Properly receive the DME/parts,

14.1.2 Check for damage before accepting receipt from shipper,

14.1.3 Document receipt,

14.1.4 Send information and acceptance certification to the COR

14.1.5 All invoices, receiving documents, serial numbers and acceptance certification shall be forwarded to the COR or designee within five (5) calendar days of receipt of

DME/parts. The original packing slips shall be mailed to the Facility COR or designees as well.

14.1.6 Record DME information in the inventory control record to include item name, serial number, invoice number, PO number etc.

14.1.7 Tag appropriately as Government-owned DME and VAMC/VHCS location.

14.2 In the event overages, shortages, or damages are discovered upon receipt of Government-owned DME and/or spare parts, the contractor shall provide a statement of the condition and apparent causes to the COR or designee immediately, no later than twenty-four (24) hours after occurrence. Only that quantity actually received shall be recorded in the official records.

15. Delivery, Set-up, and Pick-up of Equipment and Provision of Patient Instructions (DME)

15.1 Equipment/supplies covered under this contract include, but are not limited to, all DME items as described in the Glossary of the Joint Commission Accreditation Manual for Home Care. It is estimated that at any given time the items identified in Paragraphs 8.1.1 through 8.1.14, shall require delivery/set-up/repair/storage. The contractor shall establish written procedures to deliver, recover, receive, clean and, when appropriate, sterilize reusable items.

15.2 Equipment/supplies and documentation shall be properly secured while in route to and/or from the beneficiary’s residence to prevent damage to VA owned equipment. Contractor shall be liable for damage to VA owned equipment in their possession.

15.3 The contractor shall deliver new and/or used equipment/supplies as requested on each

Purchase Order in order to maintain accurate inventory maintenance. At no time shall the contractor deliver equipment/supplies other than what was requested without prior approval by the COR or designee. Contractor bears the responsibility to notify the COR or designee when he/she questions the serviceability of equipment by documenting the Invoice for pickups as scrap and/or providing the estimate for repair of said item. The COR or designee retains the sole right to condemn equipment and shall visit the contractor’s place of business as they deem necessary to inspect scrap equipment, conduct inventory counts, or other business as set forth in in this contract.

15.4 The contractor shall be furnished the name, address, and telephone number of the individual to whom deliveries/pickups are intended. The contractor shall visit the beneficiary’s residence in the performance of this contract by appointment only, between the hours of 8:00 a.m. and 8:00 p.m., Monday through Friday except in cases of emergency.

15.5 Beneficiaries shall be contacted to schedule an appointment for delivery/pick up and only between the hours of 8:00 a.m. and 8:00 p.m. Appointments to make deliveries/pickups shall be given within four (4) hour time slots, i.e., between 8:00 a.m. and 12:00 Noon; between 10:00 a.m.

and 2:00 p.m., etc. If contact cannot be made to a beneficiary within three consecutive workdays after receipt of the delivery/pickup order, the contractor shall contact the COR or designee for guidance. A record of all contacts made shall be included with each invoice submitted.

Documentation is required if the time for the DME delivery, set-up, repair or pick-up is beyond the terms of the contract.

15.6 The contractor shall arrange with individual veterans, family or in-home caregiver regarding time and place of delivery that are acceptable to them. Prior to delivery the contractor shall confirm with the Veterans family/caregiver that the room is free and clear for the delivery of their equipment. VA should not assume financial responsibility in those instances where confirmation is not received prior to delivery. The contractor must attempt to accommodate the patient/family schedule if rearrangements are needed in the patient’s home. The area is to be left clean and orderly. The contractor is responsible for damages to a beneficiary’s residence or where the patient is cared for during the course of a delivery, pick-up or service.

15.7 If, through no fault of the contractor, the beneficiary refuses acceptance of the equipment being delivered after the contractor has made the delivery trip, payment shall be made based on

Zones found on Attachment A, with signed documentation by the Veteran for the reason for refusal on the invoice. The contractor shall advise the beneficiary/caregiver to direct all question/concerns relating to the equipment delivered/picked up/repaired to the COR or designee and other medical needs to his/her physician.

15.8 Items of equipment requiring no assembly shall be removed from the carton prior to delivery to the beneficiary or the Prosthetic and Sensory Aids Service, and inspected to ensure that all parts and pieces of the equipment are present and operable before attempting delivery. Failure to do so may forfeit claim for payment or related return trips to complete the delivery.

15.9 Upon delivery of an item(s) to a veteran’s residence, the contractor is required to set-up and adjusts the item(s). The rate for Set-up shall include delivery/transportation, assessment, and service/labor charge to and from the veteran's residence. This service/labor shall include all mounting hardware (i.e., nuts, bolts, and anchors, etc.). This is limited to one (1) flat rate service charge for the Set-up of two grab bars and a flate rate for additional grab bars. The contractor shall bring an adequate variety of various sized VAMC/VHCS owned grab bars for assessment of the proper size to be installed.

15.10 The contractor shall provide education to each veteran and/or caregiver on the functionality of the equipment at the time of set-up, and assess the need for additional education and/or training during visits. This information is to be presented verbally, in demonstration and material covered shall be in written form to be left with the beneficiary/caregiver. The written material shall be in

English and in Spanish as requested . In the case of such an occurrence the contractor is to advise the VAMC to facilitate adequate instructions. All communications to the VA from the Vendor shall be in English.

15.11 The contractor shall furnish a manufacturer’s instruction booklet to the veteran, upon completion of delivery and set-up service of the DME. The veteran and/or caregiver should be fully instructed on the item’s use, safety, and care and cleaning as follows:

15.11.1 The safe and appropriate use of the medical equipment being supplied, as noted in the manufacturer owner’s manual/guidebook.

15.11.2 The storage and handling of the involved equipment, required maintenance, electrical safety, etc.

15.11.3 The proper procedure for obtaining repair services in the event of equipment malfunctions. (The equipment shall have a label affixed that states the Contractor’s name and a toll-free telephone number to contact the Contractor in the case of equipment malfunctions/repairs after normal business hours and weekends).

15.11.4 The proper procedure for patient reporting of equipment malfunction, damage or other defect that renders the DME device inoperable.

15.12 These instructions shall be documented per Joint Commission standards. A copy of the

Contractor’s checklist forms shall be forwarded with the solicitation package.

15.13 The contractor shall complete an Equipment Delivery and Safety Check Confirmation document and submit it along with the written proof of delivery/pick-up, acceptance and training signed by the Veteran/caregiver.

15.14 Veterans shall be provided a copy of VA Patient Rights & Responsibilities, and any advance directive information. The Contractor shall document that the beneficiary/care giver is instructed in accordance with The Joint Commission Standards.

15.15 All patient education material must be presented in written form to the COR or designee for approval prior to the award. The Contractor as directed by COR or designee shall implement any new or revised education material. The VA shall determine whether the Contractor shall use their forms or forms supplied by the VA for documentation of services provided to VA beneficiaries.

16. Beds/mattresses:

16.1 The contractor shall ensure appropriate education is provided related to home care bed safety.

Set-up of home care beds and support surfaces shall comply with the guidelines established by the

VA Center for Patient Safety. http://www.patientsafety.gov/ The contractor shall not re-issue or distribute used standard mattresses or mattress covers to veteran beneficiaries, regardless of the amount of time within a patient’s home.

16.2 Reclaimed or returned specialty mattresses are to be thoroughly cleaned, disinfected and sanitized and protectively wrapped in plastic. Specialty mattresses shall be serviced in accordance with JC standards and the manufacturer instruction and assessed as to its working condition.

17. Permanent Fixtures:

17.1 No permanent Set-up or alteration excluding grab bars is authorized under this contract.

Should there be a need to install or affix any permanent fixture to wall, ceilings, floors, etc., at the veteran’s premises. The contractor shall provide a quote to the VAMC Prosthetic Service POC for review and approval. This service shall be quoted and invoiced as a separate charge after issuance of a separate procurement request.

17.2 The contractor shall not pick-up any DME items from the patient’s home; unless they have a purchase order/written authorization designating the item(s). If the patient/family requests an item be picked up that is not on the purchase order, contact should be made to the VA COR/VA

Representative first for prior approval. The Contractor shall attempt to retrieve all the information booklets and manufacturers notes from the veteran upon recovery of the DME device. The

Contractor shall inspect all home care equipment for damage when it is picked up from a beneficiary’s home. If any damage has occurred, it shall be reported to the VA COR along with an estimate for repairs.

17.3 In the event that the COR or designee and/or the vendor is notified of the death of a beneficiary served under this contract the notified party shall inform the other party of said death.

http://www.patientsafety.gov/

18. Maintenance, Refurbishing, Repair Service, and Recalls (DME)

18.1 The maintenance, refurbishing and repair service for DME shall be performed in accordance with the manufacturer’s instructions by personnel who are qualified to service the specific equipment.

18.1.1 Refurbishing: The Contractor shall be responsible for refurbishing select DME equipment such as Power Wheelchairs, Patient Lifts, and Overbed Tables as requested by the COR or designee. Personal type bathroom equipment, (e.g., commode chairs, raised toilet seats, bath seats, etc.) hospital beds and standard mattresses shall not be refurbished.

18.1.2 Repairs: The Contractor is granted the first right of refusal for the repair of DME.

Before any repairs are made, the Contractor agrees to submit an estimate of charges so that an order can be issued by the COR or designee if approved. Note: the

VAMC/VHCS retains the right to review and determine if the price offered is disadvantageous to the VA and may pursue repairs elsewhere.

18.1.2.3 Recalls: The Contractor shall be responsible for manufacturer recalls on DME.

Contractor shall communicate with the COR or VA Representative (as appointed by the

Chief of Prosthetics) in following the recall guidance/instructions etc..notifications to the veteran, returning any DME, receiving DME and/or minor adjustments.

18.2 Returned equipment shall be inspected and placed in operating condition for reissue according to manufacturer’s instruction. All equipment shall be checked to ensure that it functions correctly prior to reissue and then covered with a clean dust cover during storage. Contractor shall furnish all labor to restore beneficiary items to original condition using Government or Contractor provided parts. Contractor shall provide a repair estimate to the COR or designee’s for approval prior to performance. Contractor must obtain authorization prior to performing repairs to appliances.

Authorization may be obtained in the form of verbal communication with written authorization to follow. The manner in which the repair is authorized is at the discretion of the COR’s depending upon the circumstances and the nature of the repair. Equipment that requires repair shall not to be kept with the clean and stored equipment or supplies.

18.3 The contractor must demonstrate the knowledge and competence of appropriate manufacturer's standards when maintaining VAMC/VHCS equipment.

18.4 Minor repairs or adjustment should be accomplished at the veteran's residence, whenever possible. Minor repairs or adjustments constitute repairs that can be performed "on-the spot" (such as adjusting side rails, replacing casters, replacing modular motors, etc.). Emergent repairs may be conducted during Prosthetic Service non-business hours at the discretion of the contractor;

however, emergent repairs shall only be performed to the extent of placing the appliance back into serviceable condition. Extensive repairs shall be suspended until normal business hours. Normal business hours for the Prosthetic and Sensory Aids Service are Monday through Friday, 8:00 am to

4:30 pm, except holidays.

18.5 The contractor shall use VA parts when available. If the contractor furnishes parts, he/she shall indicate the following:

18.5.1 Cost of the parts used in the repair

18.5.2 Part numbers of the parts used (if applicable)

18.5.3 Cost of labor

18.5.4 Total cost of parts used

18.6 In most cases, the VA shall be responsible for notifying the contractor of the need for repair services. In the event the patient contacts the Contractor directly, the Contractor shall not make repairs without prior approval of the VA.

18.7 The contractor shall perform repairs at the residence of the veteran, however if there is a need to return the item to the contractor’s facility, a temporary replacement item shall be provided to the veteran, if requested and approved by the COR or designee, at no additional cost to the

Government.

18.8 The contractor shall provide a quote for repair work to be performed on equipment picked-up for storage at the Contractor’s facility that is in need of repair. The contractor shall take no further action until the VA issues a purchase order to do the repair work at the estimated cost. Equipment shall be repaired within 48 hours, unless delayed due to lack of parts. Any delay must be immediately communicated to the VA COR or designee.

18.9 Repairs performed under warranty shall be performed by the manufacturer or its authorized representative. Accordingly, these repairs are not required to be performed by the contractor unless they are authorized as a manufacturer’s representative to perform the repairs.

19. Disposal:

19.1 The contractor shall properly dispose of single-use patient equipment according to established manufacturer’s guidelines. For multi-use equipment, the contractor shall follow the guidance of the

VA COR/VA Representative in following proper VA procedures for the disposal of equipment.

The contractor is responsible for replacement if this guidance is not followed.

19.2 Standard hospital bed mattresses shall not be reused at any time (excludes specialty mattresses as stated in #16 above). Used mattresses shall not be stored or returned to any location for storage, but shall be cut/slice/burned/shredded (or by any other means allowable by Federal or State standards) rendering them unusable and disposed of in a timely manner. Documentation of mattress destruction shall be included on the invoice that corresponds to the pick-up.

20. Unauthorized Transactions (DME):

20.1 The contractor shall transact business only with VAMC Prosthetics for DME Services and devices and under no circumstances deal directly with, or solicit from, VA beneficiaries, caregivers, family members, or insurance plan providers. Contractor shall contact a beneficiary only for delivery and/or pick-up arrangements as ordered by the COR or designee.

21. General Mechanical Inspection.

21.1 The contractor shall use an electronic system and/or apply a sticker identifying date of inspections, technician and date of next inspection after completion of preventive maintenance inspections.

22. Driver/Technicians:

22.1 The contractor shall be responsible for personnel required for the delivery and set up of durable medical equipment that required more than one person. The contractor shall ensure that its employees performing services under the terms and conditions of this contract successfully complete a background check and comply with all applicable state and federal commercial motor vehicle requirements. All health testing as required by state and federal law shall be completed, maintained and documented in the employee’s file and proof given to the VA COR or designee.

The employees shall have a current and valid vehicle operator’s license, as well as the applicable commercial motor vehicle licenses (including Hazmat) issued by the state’s Department of

Transportation. A copy of all current, valid licenses shall be provided to the VISN and facility

COR or designee upon the beginning of the contract, when staff changes occur, on an annual basis, and when licenses are renewed/added/terminated, to include proof that all health testing is current as required by state and federal law.

22.2 Employees must wear a company uniform that is neat and clean, presenting a well-groomed professional appearance. Contractor personnel shall have visible picture identification bearing the company name and the employee’s name at all times.

22.3 The contractor shall ensure that its employees have industry knowledge in the following elements:

22.3.1 Set up and operation of DME;

22.3.2 Ability to give clear and concise instructions on maintenance and operation of equipment to veteran beneficiaries and concerned persons.

23. Contractor Employee Training (DME)

23.1 Contractor shall provide and document appropriate orientation programs for all Contractor employees involved in the delivery/recovery of DME devices, e.g., safety and equipment management appropriate to the service provided, electrical requirements, back-up system, equipment safety checks, troubleshooting, equipment set up, infection control procedures, patient confidentiality, handling emergencies, etc. Copies of the orientation/training programs attendance sheets (with employee signatures) should be provided upon contract award and annually to the

Facility COR or designee.

23.2 The contractor shall educate, evaluate and document employee education in strict accordance with current Joint Commission accreditation standards.

23.2.1 HIPAA and Privacy training is required for all Contractor employees for those working in VISN 8 and for those staff at other offices in the country that handle VA patient-specific information – at minimum on an annual basis.

23.2.2 Only employees that have been properly trained and who have demonstrated competency may perform DME services, equipment deliveries, recoveries, and patient education.

24. Contractor Staffing Levels

24.1 The contractor shall be staffed and have sufficient resources to render satisfactory and courteous service at all times to the beneficiary. The contractor shall be responsible for the acts and omissions of their employees.

24.2 The contractor shall provide a monthly (or as changes occur) update in writing on staffing levels of delivery and office staff for all locations serving the VA Sunshine Healthcare System

Northern, Central and Southern area facilities. This includes existing and anticipated staffing changes and the plan to recruit for these vacant positions.

25. Safety Requirements.

25.1 Electrical Safety Testing Services (DME):

25.1.1 The contractor shall report all accidents, malfunctions, injuries, deaths and equipment recalls related to the delivery and use of DME devices to the COR or designee.

25.1.2 The contractor shall perform an electric safety test to check the adequacy of the electrical outlets in the patient homes prior to Set-up or repair of all electric equipment.

Electrical outlets shall be inspected and tested with a voltmeter to ensure that the voltage level is adequate for the item being stalled, that polarity is correct, electrical ground present, and that the outlet is in good physical condition. Any unsafe electrical conditions shall be immediately reported to the COR or designee for further instructions. When the residences have non-grounded electrical receptacles, the contractor shall provide and install a three-prong adapter to plug in the electrical equipment at no charge to the

Government. The grounding prong on the equipment shall not be removed. The contractor shall ensure that the electrical outlet is not being used for a series of other appliances.

25.1.3 The contractor shall document the electrical safety check on its invoice. A label documenting said inspection shall be affixed to each DME devices stating date of inspection and inspectors name. An initial inspection should be completed on all previously patient-owned equipment prior to re-issue.

25.1.4 Electrical Safety Inspection: The contractor shall perform electrical safety inspections, in accordance with manufacturers’ instructions and provisions and report any discrepancies to the VA COR or designee.

26. Safety, Management and Infection Control

26.1 Patient/Veteran Safety: The contractor shall have a program designed to educate appropriate staff and patients in safety measures in the home and to minimize hazards related to the care or service provided. Initial and ongoing written and verbal instructions shall be provided. Instructions shall include the following: basic home safety, safe and appropriate use of medical equipment storage, handling, delivery and access to supplies, identification, handling and disposal of hazardous materials and wastes in a safe and sanitary manner and in accordance with state and local law and regulations. The patient’s knowledge and performance of safety procedures shall be monitored continuously and re-education provided as needed. All education shall be documented in the veteran’s plan of care folder.

26.2 The contractor shall have a system for reporting and documenting all…