36C24918Q0221-003.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Patient Valet Parking

James H. Quillen VA Medical Center Mountain Home, TN 37684

Performance

Objective

Performance Standard Method By Whom NOTES

100% 1. All employees will be dressed in the appointed uniform every day. This includes wearing your PIV badge.

Random sampling

& customer complaint

COR and/or

Assistant COR or

Customer

Complaint

98% 2. Contractor shall provide systems to courteously retrieve vehicles for Veterans in ten (10) minutes or less.

Random sampling

& customer complaint

COR and/or

Assistant COR

BONUS if meet this task for the month

100% 3. 100% of all reports shall be validated and delivered timely.

Daily and Monthly hard copy on company letterhead paper report

COR and/or

Police Service

100% 4. 100% of the time

Open daily operations timely.

Treat all people courteously.

Daily and Monthly sampling

BONUS if meet this task for the month

5. Achieve proper staffing on site to manage traffic control and flow of vehicles to park –

(no traffic backed up in circle & no calls for Police to unlock vehicles in valet parking holding area).

Random sampling

& customer complaint & no calls for Police to unlock or remove a vehicle or direct traffic

COR and/or

Assistant COR

Police Service

BONUS if meet this task for the month

98% 6. Contractor shall provide systems to courteously greet & accept vehicles in ten (10) minutes or less.

Random sampling

BONUS if meet this task for the month

100% 7. Achieve a 100% no Safety

Violations or Accidents for the

Month and adhere to hospital safety rules, policies and regulations.

Random sampling and customer complaint or reports of accidents and issues

COR and/or

Assistant COR

Police Service

BONUS if meet this task for the month

100% Security/lost or Stolen items

The Contractor shall maintain vehicle keys and ensure not patient items are lost or stolen

Random sampling and customer complaint or reports of lost or stolen items

COR and/or

100% 9. Valet parking contractor employees shall adhere to all state and federal traffic safety laws, license requirements

Random sampling or customer complaint

COR and/or

JHQVAMC patient safety and competency/training requirements.

100% 10. Contract employees are not allowed to carry or use cell phones or any other electronic device except a contractor walkie-talkie while on duty.

Random, Daily, Monthly sampling

& customer complaint

100% 11. Contractor employees shall not utilize any tobacco product or e-cigarettes while on duty

Random, Daily, Monthly sampling

& customer complaint

Please note bonuses are described in the performance work statement and apply to these items for surveillance as noted.