PWS - DME VISN 15 - draft.docx

Performance Work Statement (Draft)

Durable Medical Equipment – VISN 15

(a). GENERAL INFORMATION

(1). Title of Project: Durable Medical Equipment – VISN 15

(2). Scope of Work: The Contractor shall provide all supplies, materials, equipment, labor, supervision, transportation, infection control, storage, cleaning, delivery, sanitization, installation, assembly/set-up, repair, pick-up and patient training/instruction-in-the-use of Government-owned, or purchased, Durable Medical Equipment (DME) in accordance with all terms, conditions, provisions, specifications and schedules herein. Contractor is to furnish all storage, labor, transportation and equipment required to provide durable medical equipment to eligible beneficiaries within the geographical area of VISN 15. This includes the provision of emergency DME repair and maintenance services. Contractor must meet Joint Commission Standards for services provided under the contract, to include cleaning, storing, maintenance, education, set-up, patient home safety, and inventory as required to meet the standards. Joint Commission standards can be found at http://www.jointcomission.org/.

(3) Location: All deliveries and pick-ups shall be performed in the place where the veteran will reside, or an identified location as specified by the VA. The area of service shall be all patients serviced by VISN 15. Contractors shall have facilities physically located in the geographic area of the VA Medical Center, in which they shall provide service. The geographical boundaries described herein have been determined as the areas of responsibility/jurisdiction for each local VA Medical Center (see VISN 15 Facilities and Counties covered, attached).

a. Harry S. Truman VA Medical Center – Columbia, MO. (CO) 800 Hospital Drive Columbia, MO. 65201

b. VA Medical Center Kansas City, MO. (KC) 4801 Linwood Blvd.

Kansas City, MO. 64128

c. Dwight D. Eisenhower VA Medical Center – Leavenworth, KS. (LEA) 4101 S. 4th St.

Leavenworth, KS. 66048

d. VA Medical Center Marion, IL. (MA) 2401 West Main St.

Marion, IL. 62959

e. John J. Pershing VA Medical Center – Poplar Bluff, MO. (PB) 1500 N. Westwood Blvd.

Poplar Bluff, MO. 63901

f. Jefferson Barracks VA Medical Center – St. Louis, MO. (STL) #1 Jefferson Barracks Dr.

St. Louis, MO. 63125

g. Colmery O’Neil VA Medical Center – Topeka, KS. (TO) 2200 Gage Blvd.

Topeka, KS. 66622

h. Robert J. Dole VA Medical Center – Wichita, KS. (WI) 5500 E. Kellogg Drive Wichita, KS. 67218

i. Evansville – Health Care Center – Evansville, IN. (EHCC) 6211 E. Waterford Blvd.

Evansville, IN. 47715

(4). Period of Performance: The Contractor shall commence performance of the contract on the effective date in the resulting award document (Standard Form 1449, Block 20, Schedule of Supplies/Services).

(i) A 60-day phase in/phase out period, effective on the contract commencement date, is required to facilitate a potential change in Contractor upon expiration of the current contract and to ensure continuity of service for Veteran care. This period shall be designated as a period for the transfer of Veterans from the incumbent to the successor contractor. A transition schedule shall be provided to both the incumbent and the successor contractor. During the phase in/phase out period, the successor contractor shall contact the COR with a list of Veterans the successor contractor has set-up each day. The successor contractor shall notify the incumbent contractor of these Veterans. The successor contractor shall provide the Veteran’s residence and current prescriptions. The successor contractor shall not receive any payment for the Veteran until it is confirmed that they have completed the set-up of DME requirements. The cost of relocating existing inventory from the incumbent VA contract storage place to the successor contract’s facility shall be borne by the successor contractor. This includes any deficiencies the incumbent contractor may or may not have accomplished. Therefore, itis advised that the contractor view the storage site. Both contractors shall work closely together to assure a smooth easy transition for the Veteran.

(5). Type of Contract: Firm-Fixed-Price.

(b). CONTRACT AWARD MEETING. The Contractor shall not commence performance on the tasks in this PWS until the CO has conducted a kickoff meeting or has advised the Contractor that a kickoff meeting is waived.

(c). EQUIPMENT TO BE STORED, DELIVERED, PICKED UP: The Contractor is required to deliver, set-up and provide beneficiary/caregiver education on various pieces of Durable Medical Equipment.

(d). GENERAL REQUIREMENTS.

(1). Ownership of medical equipment: The DME will be purchased by the VA and will be drop-shipped to the Contractor’s facilities for storage and distribution. Title to all VA owned medical equipment shall remain with the VA. The Contractor must have the capability to receive motor freight.

(2). Instructions to beneficiaries and caregivers: Instructions to beneficiaries and their caregivers shall include proper use of the equipment and supplies, proper care and cleaning of the equipment and safety precautions. Initial set-up of equipment will be accomplished by a Contractor furnished certified DME Technician in the assembly and function of each item included in the contract.

(e). SERVICES TO BE PROVIDED.

(1). Hours of Operation: The Contractor shall maintain business hours of operation at the Contractor’s facility between 8:00am – 4:30pm, local time, Monday thru Friday, except Federal Holidays.

(i) Contractor shall provide a full-time accessible employee with phone available during business hours. Should a Veteran pick-up equipment/supplies from the Contractor’s facility, no delivery charges shall apply.

(ii) Contractor shall have a well-established communication system providing 24-hour a day emergency service. The Contractor shall provide emergency repair or delivery services within 4-hours of notification, or if there is a safety issue that requires resolution prior to the next business day.

(iii) Contractor shall maintain an answering service to take emergency calls after hours. The answering service shall inform the patient that the Contractor shall call the patient within 1 hour. The Contractor shall respond to the patient within 1 hour of the initial patient call, regardless of whether they are using an answering service.

(iv) Federal Holidays: The ten holidays observed by the Federal Government are: New Year’s Day, Martin Luther King’s Birthday, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving, Christmas, and any other day specifically declared by the President of the United States as a Federal Holiday.

(2). Storage and inventory: The Contractor shall maintain a stock of VA-owned equipment. The Contractor shall perform weekly on-hand stock level inventories. Documented inventories shall be submitted weekly via the agreed upon communication method, showing the inventory of all VA-owned equipment in storage to the Prosthetic Service at the designated VA Medical Center by close of business (4:30 PM local time) on Tuesday afternoon each week showing the inventory on-hand at the close of business on the preceding Friday. An additional inventory of equipment shall be provided to the same Prosthetic Service upon receipt of stock replenishment for updating purposes. The inventory will include item description, manufacturer/brand, quantity and serial numbers. The VA will establish an initial stock level of each item and a re-order point where the Contractor is required to immediately notify the VAMC, Prosthetic Representative, Inventory Management Specialist, or designee for stock replenishing via fax, email or agreed upon method of documentation.

(i). Contractor shall maintain a system of control to protect and preserve all Government property. A log of all VA owned equipment will be maintained by the Contractor which will facilitate immediate location and identification for possible retrieval.

(ii). Contractor shall provide adequate storage for VA and beneficiary items at Contractor facility at no additional charge to the VA. All VA owned home medical equipment shall be stored at the Contractor’s facilities, by the Contractor, until delivered to the requested location. The Contractor must maintain physical facilities and must maintain a visible sign with posted hours of operation. The location must be accessible to the public and staffed during posted hours of business. Contractor shall provide a secure, contained area, with adequate space, for the storage of Government owned supplies and equipment covered under this contract. The storage shall be climate controlled throughout the year relevant to proper temperature and humidity for the equipment being stored, (to protect against deterioration of cartons and rusting of metal equipment caused by dust, moisture, and/or temperature extremes), clean, pest/rodent free in well secured area. The Contractor shall provide clean, separate and secure storage for all VA owned equipment and supplies apart from all other contractor-owned equipment. The VA may use system created barcode labels to label VA owned inventory at the Contractor location. Clean storage area must be furnished that is segregated from any dirty storage area; both areas must be clearly identified. Clean and dirty storage areas are in accordance to Joint Commission standards. The VA owned material storage space will be segregated from all non-VA owned material in the storage space. The Contractor facility must be of sufficient size to store and maintain the minimum quantities of VA-owned DME. The storage area must meet or exceed all applicable state, local and national fire protection (NFPA) codes.

(iii). The Contractor facilities shall have the ability to receive DME deliveries when shipped by vehicles (e.g. trucks, vans, tractor-trailers, etc.) that may or may not have lift gates or similar assistive devices. The Contractor is responsible for providing loading and unloading systems and methods.

(iv). Prior to award of this contract, the Contractor’s proposed facilities shall be inspected by representatives of the VA Medical Center. Failure to provide acceptable facilities that meets the standards specified will be cause for rejection of an offer. Designated VA Medical Center representative(s) shall be provided access to the Contractor facilities during normal working hours (8:00 a.m.-4:30 p.m., Monday through Friday) for the purpose of inspecting VA-owned DME.

(v). Upon commencement of the contract, an inventory of VA equipment currently stocked at the current contractor’s storage area will be conducted jointly by the Contracting Officer or his/her designee and the Contractor and will be signed by both parties. This inventory will include items and the conditions thereof. The new Contractor shall pick up all VA-owned equipment from the previous Contractor within seven workdays after contract award, at no cost to the Government.

(vi). The VA reserves the right to add durable medical equipment items routinely provided for home care patients.

(3). Delivery: The Contractor shall make delivery/pickup of all equipment, supplies, or services specified within 24 hours, or the next business day, of notification. The Contractor shall not make deliveries when a beneficiary or an authorized representative is not at the residence or nursing home. Scheduling of deliveries will be at a time that is mutually acceptable to the Contractor and beneficiary, but shall, as much as possible, meet with the beneficiary’s requirements. The equipment will be set up in an area of the beneficiary’s choice. The Contractor shall adequately prepare the site, unpack and assemble equipment in a fully operational condition.

(i). Delivery and pickup of equipment between the Contractor and VA will be at no charge.

(ii). Upon completion of delivery and set-up service the Contractor shall submit written proof of delivery to the Prosthetic Service, which will include the documentation.

(iii). Prior approval by the Prosthetic Representative or designee is required before any permanent installation of equipment to wall, ceiling, floors, etc., at the beneficiary’s premises is scheduled or accomplished. All installation supplies and labor will be billed outside of this contract via a separate authorization and invoice.

(iv). In special situations the Contractor shall provide emergency setup within 4 hours of notification or on a weekend or Holiday. These may be due to short notice discharges of beneficiaries requiring durable medical equipment and outpatient treatment in lieu of admitting the beneficiary.

(v). The Contractor will issue returned VA owned inventory first. Returned VA owned inventory are medical equipment which have been returned from VA beneficiaries, have been cleaned and are ready for reissue. Acceptance of returned VA owned medical equipment is determined by the local Facility.

(vi). Returned foam mattresses will not be reissued but will instead be disposed of by the Contractor. Only new foam mattresses will be provided to beneficiaries.

(viii) One VAMC may ship equipment to any contractor awarded under this solicitation to be delivered to a beneficiary which resides within the jurisdiction of another VAMC. Delivery of that equipment will be completed at the same rates as outlined for the jurisdiction where the beneficiary will reside, and any excess mileage will be computed from the nearest VAMC. The delivery orders will be from the ordering facility and billing will be made to that facility.

(iv). The Contractor shall notify the COR or designee via email and provide justification as to why they are unable to deliver the required services in accordance with the Government’s required delivery date. The VA reserves the right to exercise all remedies that it has at its disposal including, but not limited to, making arrangements with an alternate vendor. Failure to deliver for reasons caused by the beneficiary or authorized caregiver shall not be held against the Contractor, however failures shall be documented and are subject to review and determination by the Contracting Officer.

(4) Home Safety Inspection/Beneficiary Education:

(i) Contractor is responsible for ensuring the beneficiary has a safe home environment in accordance with Joint Commission standards. When equipment is delivered to a Veteran’s home, the Contractor shall review on-site environmental conditions This includes addressing basic home safety, safe and appropriate use of equipment, handling, cleaning, storage, universal precautions, noting observable fire, tripping, or safety hazards and providing appropriate patient education related to fire/safety hazards. Upon delivery/set up the contractor is responsible for ensuring the home and electrical system shall support all requirements of the equipment being provided.

(ii) The Contractor shall provide education, training and instructions to each Veteran at the time of set-up or repair. This information is to be presented verbally, in demonstration and in addition, the material covered shall be left with the beneficiary or caregiver. Beneficiary or caregiver education shall be performed on the proper utilization for the issued equipment to include the following:

(1) Proper equipment usage, care/handling, cleaning and maintenance. Including a demonstration of correct use and observing a return demonstration by the beneficiary/caregiver.

(2) Basic home safety, electric/fire safety, storage and who to call in case of an emergency.

(3) Infectious control and precautions.

(4) Emergency preparedness.

(5) All education material provided by the Contractor shall be reviewed and approved by the Veteran's Affairs contract evaluation team.

(iii) The Contractor shall notify the COR or their designee during the home visit if the Contractor's staff determines there are unsafe conditions which may include, but are not limited to, fire safety hazards, beneficiary abuse, or any instance that places the beneficiary, Contractor's staff or others, in immediate danger. The Contractor shall contact the COR or designee by phone during the home visit and furnish (via encrypted email or fax) written documentation of the safety hazard to the COR or their designee within five (5) business days of the incident.

(iv) Contractor shall provide the beneficiary a magnet which contains the vendor’s name and emergency 24-hour toll-free phone number for service/repairs.

(v) The Contractor shall be responsible for notifying the COR or their designee by telephone while in the Patient’s home, if any alteration to the Patient's home is necessary to accommodate the equipment, including electrical work.

(vi) The Contractor shall provide equipment user guides for the specific equipment issued. This shall include basic operation instructions such as connection, removal, emergency procedures, care and maintenance, and equipment specific precautions. Emergency instructions for manual operation of hospital beds shall be laminated on a card and affixed directly to the hospital bed.

(vii) The Contractor shall provide the Veteran and review the following documents during all set-ups and repairs: DME Delivery Checklist, Patient’s Rights and Responsibilities, and Patient Satisfaction Survey. The Contractor is responsible for maintaining a copy of all documentation in the Veterans file. All or any part of the delivery documentation may be requested by the VA upon request for all Veteran.

(5) Emergency/Non-Duty Hours: On occasion, there may be a need for emergency services during non-duty hours. Emergency services may be requested by an authorized ordering official for delivery and set-up of VA stock equipment. An example would be a hospital bed delivery for a patient being discharged during non-duty hours.

(i) The Contractor shall use reasonable, sound judgement in determining whether a true emergency exists which requires immediate attention to constitute an emergency visit or whether the problem can be resolved by telephone troubleshooting with the Veteran or caregiver.

(ii) Emergency repairs during non-duty hours shall be limited to equipment or repairs previously provided or issued by VA, and instances where there is clear indication of a safety issue for the Veteran that needs to be addressed before the next business day. In the event and emergency repair is required, Contractor has authorization for such repair, not to exceed $500 per occurrence. Repairs above the preauthorized amount must have authorization of the VAMC Prosthetics Department. Repairs shall not be authorized for convenience or situations where there was not safety issue necessitating an immediate repair.

(iii) The Contractor shall submit a proper invoice along with the circumstances of the emergency repair/service to the COR, or delegate, on the first business day following the emergency repair/service.

(6). Pickup: All pickups will be accomplished within 24 hours. Scheduling of pickups will be left to the Contractor, but shall, as much as possible, meet with beneficiary’s requirements.

(7). Equipment return: The Contractor shall have written policies governing equipment handling and cleaning in accordance with Joint Commission standards.

(i). All equipment suitable for reissue will be disinfected, cleaned, tagged, bagged and returned to inventory within 48 hours.

(ii). Repairs to VA owned equipment: The Contractor will inspect all returned equipment and perform repairs as needed. All repairs done to the VA owned equipment will be completed in accordance with manufacturer’s recommendations by an individual certified by the manufacturer to perform such repairs. Certification of training by technicians performing work on VA owned equipment will be required. The Contractor will ensure technicians receive appropriate training on any equipment they currently are not certified to repair, within 90 days of award of this contract.

(iii). Returned equipment that the Contractor has been authorized by the Prosthetics Department to pick up shall be inspected and tested for satisfactory operation. Returned equipment shall be disinfected, cleaned, bagged, tagged and in good condition for reissue to another beneficiary before being placed in inventory for reissue. Bagged equipment will be tagged showing date of cleaning and date placed in storage. VA representatives determine when equipment shall be returned/picked-up for reuse. For this purpose, it will be necessary for the Contractor to maintain a sufficient amount of repair and/or replacement parts on hand to assure prompt and expeditious repairs. For repairs the Contractor will contact the Prosthetic Service and a separate purchase order will then be issued, on a case by case basis. Before any repairs are made the Contractor agrees to submit an estimate of charges to the Prosthetic Service.

(iv). Items that are returned, which the Contractor determines to be non-serviceable, will be set aside and tagged for inspection and final determination by VA personnel. A list of all non-serviceable equipment will be prepared by the Contractor, to include serial numbers, and presented to the COR during the quarterly site visit. VA will approve disposition and maintain a copy for VA record. The Contractor will properly dispose of all non-serviceable equipment, in accordance with state and local laws, at no additional cost to the Government. Foam mattresses, which are returned, will be properly disposed of in accordance with state and local laws, by the Contractor, upon receipt, at no additional cost to the Government.

(8) Repairs: During duty hours, the Contractor agrees to submit an electronic estimate to the Prosthetics Department. Verbal estimates may be accepted if the Contractor is out in the field and is unable to provide an electronic estimate. The verbal estimate shall be followed with an electronic estimate within one business day.

(i) Contractor shall attempt to resolve problems in an initial service call. It is expected that needed supplies for routine repairs shall be taken along to the Veteran’s home so that routine repairs can be accomplished in one (1) visit.

(ii) If work cannot be completed in the initial service call, Contractor shall send the Prosthetics Department, via email, an estimate broken down to include a list of required parts, manufacturer, stock/part number, cost, delivery charge as well as length of time required for repair.

(iii) For all repairs except emergencies required during non-administrative hours, the Contractor shall receive an order from the Prosthetics Department on the next VA administrative workday prior to performing any work.

(iv) The VA reserves the right to compete all repairs over the micro-purchase threshold for services. The VA also reserves the right to purchase required parts and have them delivered to the Contractor. In the event the Contractor is authorized to provide parts for repair, the Contractor shall provide the part(s) at the Contractor’s cost +15% markup.

(9) Special notifications: All accidents, malfunctions, injuries, death, and equipment recalls related to the provision, delivery and use of durable medical equipment shall be immediately (within 24 hours of occurrence) reported to the Contracting Officers Representative (COR) or his/her designee and to the manufacturer of the equipment.

(10). Standard precautions shall be used at all times when handling all contaminated equipment/items. Gloves shall be worn when handling items soiled with blood and/or body fluids. Hands shall be washed before and after visiting each patient and when gloves are removed. Contaminated equipment will be separated from clean equipment.

(11). Source of Information: The Contractor will transact business only with the appropriate offices of VA Medical Center and in no case deal directly with or solicit beneficiaries of the VA. The Contractor shall not recommend to patients, caregivers, and/or family members served under this contract additional products, services, or opinions not offer to supply products or services at either participating VAMC or patient’s expense.

(12). Warranty: Contractor warrants all work performed for a period of 30 calendar days barring equipment abuse. The Contractor will also verify with the manufacturer for warranty coverage for repairs prior to billing VA. The Contractor shall not be compensated by VA or the Veteran for any work performed under warranty.

(13) Incomplete Work: In the event there are unforeseen conditions (i.e. Veteran passes away/moves, acts of God, etc.) after the Contractor has begun authorized work on behalf of the beneficiary, the Contractor shall immediately inform the Prosthetics Department prior to completion of the work. Prosthetics will determine if work shall be completed, discontinued, or changed at that time, and disposition of equipment and parts shall be determined by the Prosthetics Department. If the Contractor is instructed not to complete the work by the Prosthetics Department, the Contractor shall be reimbursed for the portion of the job that has been completed. The Contractor shall be required to certify to these circumstances for invoicing purposes in lieu of written proof of delivery.

(f). MILEAGE FACTORS: Service delivery and pricing for this contract is based upon mileage from each of the VA Medical Facilities (VAMC) identified in the Price and Delivery Schedules.

(i). The Contractor’s storage and repair facility shall be within the county of each individual VAMC or a border county.

(ii). Delivery and pickup mileage will always be calculated between the ordering VAMC and beneficiary’s address, NOT between the Contractor’s physical storage facilities and the beneficiary’s address.

(iii). If the beneficiary’s delivery address is anywhere inside of a fifty (50) mile radius of the ordering VAMC, the delivery or pickup will be at the firm-fixed-price per trip charge specified in the Price Schedule.

(iv). If the beneficiary’s delivery address is anywhere outside of a fifty (50) mile radius of the a VAMC , the delivery or pickup will be priced at the firm-fixed-price per trip charge specified in the Price Schedule plus the mileage price specified in the Price Schedule for that portion of the trip (one way) that is outside of the fifty (50) mile radius.

(v). Mileage between the nearest VAMC and the beneficiary’s address will be calculated utilizing the internet site https://maps.google.com The shortest distance between the two addresses will be used for computation.

(vi). Computed mileage will be rounded to the nearest whole mile.

(g). ELECTRICAL REQUIREMENTS:

(1). It is the responsibility of the Contractor to ascertain that the electric service in the residence is capable of handling the additional power load caused by installation and use of the equipment.

(2). It is the responsibility of the Contractor to assure the determination of the capability of the electrical service to handle the additional load is made by persons qualified to do so.

(3i). Equipment shall not be delivered to sites where there is improper wiring, outlets, or any other readily visible safety problems. In those cases, the Contractor should abort the delivery and notify the Prosthetic Representative or designee. The Prosthetic Representative or designee will notify the prescribing physician.

(4). If the Contractor installs the equipment under this contract and the electrical service in the residence is not able to handle the load, the repair of any and all resultant damage will be the sole responsibility of the Contractor.

(h). RIGHTS AND RESPONSIBILITIES: The Contractor shall furnish each beneficiary with a written statement of Patients’ Rights and Responsibilities. Contractor shall review the patient rights document with all delivery, set-up, and repair personnel to help ensure these rights are honored. The beneficiary or caregiver will sign the form provided by the Contractor reflecting that rights and responsibilities are understood. This service is included in this contract at no additional charge to the VA.

(i). DME CHECKLIST: The Contractor shall provide a DME Checklist document at the time of each delivery to each VA beneficiary. This document serves as a place to document the VA beneficiary signature of receipt of the items being delivered, receipt of manufacturer’s written instruction-in-use, and understanding of how to safely use and care for the equipment. The DME checklist shall include information to the VA beneficiary regarding procedures to follow in order to contact the VA in the event of emergency services are needed in relationship to delivered equipment. Once copy of the DME checklist shall be left with the VA beneficiary. The Contractor shall provide a signed copy of the DME checklist to the VA Prosthetics Department within 3-business days of completion of work.

(j). POLICIES AND PROCEDURES: The Contractor shall have written policies and procedures to include:

a. Incident Reporting System: A process for notification of equipment hazards, defects and recalls and an effective written recall plan. This plan shall be available at each Facility and available for CO/COR inspection on demand. All product recalls including required or recommended removal, adjustments or modifications associated with equipment delivered or repaired under this contract shall be reported to the COR, in writing within 24-hours after occurrence. Any items subject to a recall shall be discontinued from use until otherwise authorized by the COR. The Contractor shall provide the following information to the COR within 24-hours after occurrence:

1) A complete item description and identification

2) Administrative identification data including contract number, order numbers and order date

3) Reason for recall, removal, adjustment, or modification

4) Instructions and Contractor recommendations for appropriate corrective action.

b. Contractor shall have in place written procedures for delivery, recovering, receiving, segregating, and cleaning DME which is appropriate to the equipment according to the manufacturer’s instructions, and disinfection of items which are stored/reused. Written procedures shall be in place for disposal of equipment or supplies designed for single Veteran use only, i.e. foam mattress. All equipment shall be labeled or tagged and dated to document such procedure.

c. A process for reporting and resolving patient complaints, which will include a file of the complaints, the steps taken to resolve the complaint and subsequent follow-up of the problem. The complaints registered and the Contractor’s action to resolve them shall be reported quarterly to the Contracting Officer or his/her designee. A report of negative response is required.

d. The Contractor shall maintain a VA beneficiary account folder in compliance with Privacy Act and Health Insurance Portability and Accountability Act (HIPAA). All beneficiary files are subject to review by the VA and accreditation surveyors. At a minimum the beneficiary folder shall adhere to Joint Commission and CMS standards for Veteran record keeping. These folders remain the property of the VA and returned to the VA at the expiration of the contract. This folder shall contain identification of the Veteran, name and telephone number of the family member or authorized caregiver. This folder will include but not be limited to:

1) Documentation of set-up and delivery

2) Documentation of Veteran receipt of Veteran rights/responsibilities

3) Documentation of Veteran education and safe home environment to include fire assessment

4) Documentation of plan of service/care

5) Recall plan

6) Assessments

7) Invoices

8) Individualized plan of treatment by Veteran physician or other individual as allowed by law and organization policy

e. The Contractor shall maintain inspection reports of vehicles and various written plans and procedures used in performance of this contract such as:

1) Permits, licenses, as necessary

2) Education training records of personnel, orientation and ongoing

3) Accident and incident reporting

4) Veteran education rights and responsibilities

5) Quality improvement

6) Equipment maintenance

7) Fire and emergency preparedness planning

8) Handling Veteran complaints

9) Universal precautions including personal hygiene, precautions, aseptic techniques and communicable infections

10) Safety and occupational health proceedings

11) Veteran care record, satisfaction, survey and confidentiality

f. Equipment Maintenance: Contractor shall maintain an equipment management file for all VA issued equipment. These records shall remain the property of the VA. The folder shall include, but is not limited to:

1) Serial number and model number of the delivered item

2) Any present/prior history of repairs to the item

3) Who currently has possession of the item

4) Documentation of decontamination

(k). QUALITY ASSURANCE PROGRAM: Contractor shall maintain an on-going quality assurance program to objectively and systematically monitor and evaluate the quality and appropriateness services, resolve identified problems, pursue opportunities for improved beneficiary care and provide a self-assessment of compliance with this contract.

(1) VA Qualify Control and Patient Survey: The Contractor shall have an on-going VA specific Quality Control (QC) program designed to objectively and systematically monitor and evaluate the quality of the DME services provided to Veterans, identify and resolve problems and pursue opportunities to improve DME services for Veterans. A DME Patient Satisfaction Survey, approved by the Contracting Officer, shall be provided to each patient with delivery/pick-up/repair occurs. The Contractor shall keep track of the results for each site and provide the data, rends and comments in a format approved by the VA. A quarterly summary of the QC program and VA Patient Survey shall be submitted to the COR by the 5th workday of each new quarter. Quarters begin October 1; January 1; April 1; and July 1 of each year.

(2) Monthly Inventory Report: Contractor shall establish and maintain a system of control to protect and preserve all Government property. A monthly inventory of equipment in storage shall be submitted to the COR. Monthly inventories must be submitted via email to the COR or designee on or before the 5th workday of each month. This inventory shall include the item description, quantity of items, serial numbers and condition of the items. The monthly report is independent of the weekly inventory report.

(3) Timeliness Report: The Contractor shall provide the COR at each Facility served a monthly timeliness report approved by the COR. The report shall show the purchase order number, date received, type of service (delivery/pick-up/repair), date delivery or repair was completed and identify emergency orders. The report shall include a monthly trend graph that depicts the timeliness of service by month and facility. The timeliness report and graph shall be provided to the COR electronically by the 5th workday of each month.

(4) Acceptable Service, Reporting Systems and Quality Control: The Contractor shall maintain acceptable service, reporting systems and quality control that meets the level of Joint Commission standards. Failure to comply with the specified terms and conditions and/or adverse reports from external monitoring agencies that indicate poor quality of care may be grounds for termination of contract. Email and overnight mail notification shall be provided by the Contractor to the COR regarding any adverse action of the Contractor taken by a regulatory agency.

(l.) VA RESPONSIBILITIES: The VA is responsible for assessment and ongoing assessment of the beneficiary need for continuation and changes in the services provided. The Prosthetics Department shall submit task orders/purchase card orders to the Contractor for required services. Items requiring set-up in the Veteran’s home shall be ordered by Prosthetics and shipped directly to the Contractor’s facility or Veteran’s home when possible. If needed, the purchase request could request the Contractor to pick-up items directly from the VAMC for delivery to the patient’s home. Pick-up form the VAMC is included in this contract at no additional charge to the VA.

(m). ORDERS AND PAYMENTS: The Contractor shall accept government purchase card orders against this contract from authorized personnel in the Prosthetic Service from any VA Medical Center listed in the solicitation Prosthetic personnel will place orders by the method agreed upon, telephone, fax, email, etc. Contractor shall have level II credit card equipment capable of showing appropriate VA assigned Purchase Order number in each charge processed for payment. Charge for each purchase order shall be processed individually; utilizing the provided purchase card account number, referencing the VA assigned Purchase Order number. Under no circumstance shall the Contractor retain any Government Purchase Card information for future authorizations.

(1). The Contractor shall prepare and submit a proper invoice in arrears to the Prosthetics Department. Contractor shall not bill the VA until authorized services are complete except for repairs which are pre-approved as defined in this contract. VA shall not pay for unauthorized repairs.

(2) The invoice and/or attached documentation will show at a minimum:

(i). Beneficiary Name (ii). Authorization number/Purchase Order Number.

(iii). Date of Service (iv). Point of origin and destination (v). Description and condition (new or used) of each item(s) delivered/picked, to include serial numbers and HCPCS (vi). Instruction in use/care of equipment given to patient/caregiver (vii). Patient’s Rights and Responsibility given to patient/caregiver.

(viii). Patients/caregiver signature.

(iv). Charges assessed for the service(s).

(3). Invoices with attachments should be sent to the address specified in the authorization. Attached to each invoice will be a completed Delivery Ticket, signed by the Veteran. Invoices will be provided within 2 business days (48 hours), of charging the purchase card.

(4) The labor rate for repairs pertains to equipment purchased by PSAS for Veteran’s use. This rate is NOT to be used for any requested set-ups or pick-ups as these are a flat fee and no additional charge is permitted unless the set-up is more complex and will required pre-authorization by the Prosthetics Department

(5) The routine rate shall be used for routine repairs that need to be completed within 3 business days. The emergency rate shall be used for emergency repairs that need to be completed within 4 hours of request.

(n). SPECIAL REQUIREMENTS:

(1). Accreditation - The Contractor shall meet or exceed, and continually maintain compliance with all Joint Commission standards for all services provided herein. The Contractor must submit written documentation of meeting or exceeding all Joint Commission Home Care standards for Durable Medical Equipment, current edition, as part of its technical proposal and updated yearly thereafter. The contractor must be accredited by the Joint Commission and must maintain that accreditation throughout the term of the contract. If contractor receives conditional accreditation or does not meet Joint Commission standards, the VA must receive immediate notification in writing citing the follow-up action plan. If Joint Commission accreditation cannot be met, the VA reserves the right to terminate the contract. Each branch office or distribution point must be nationally accredited and meet Joint Commission standards. Contractor must maintain accreditation throughout the duration of the contract. All prospective Contractors must include with their proposal documentation on how they have met the Joint Commission standards. The Contractor will notify the Contracting Officer of any change in accreditation status within 24 hours. All accreditation and renewals will be provided to the Contracting Officer Representative and Contracting Officer.

(2). Contractor personnel:

(i). Contractor’s representatives shall present a professional appearance and adhere to the following as a minimum:

1. An ID badge shall be affixed to clothing above the waist with the Company name, employee name, and photograph to the front and clearly visible.

2. Shoes shall be clean and in good condition (open toe shoes are not acceptable).

3. Shirts and/or blouses shall be uniform and contain the companies name and/or logo.

4. Slacks or khakis shall be worn. Blue jeans are not allowed.

5. Mid-calf dress slacks or trousers shall not be denim, revealing, provocative, spandex or similar tight-fitting fabrics

6. Socks, stockings, or hosiery shall be worn at all times.

7. Skirts shall be at or below knee length.

(ii). The Contractor shall be staffed and have sufficient supplies to render satisfactory and courtesy service at all time to the beneficiary. The Contractor shall be responsible for the acts and omissions of his/her employees.

(iii). Contractor must have Public Key Infrastructure (PKI capability). This is a combination of hardware, software, policies and administrative procedures that provides a framework to use PKI cryptography to transfer sensitive data in a secure confidential manner.

(iv). Contractor shall ensure staff is competent in all training, licensure, and competencies for all services under this contract, in accordance with Joint Commission standards.

(v). Contractor employee shall have manufacturer-specific training and competency certification for each brand of durable medical equipment prior to performing work on equipment. Competencies should include at a minimum the following: Invacare, Motion Concepts, Sunrise Medical, Pride, Golden Technology, Drive Medical and Per-Mobil. The VA can request specific competencies at any point throughout the contract.

(viii) The Contractor shall not provide hands-on care, assess patient’s needs, discharge from ordered service or do plans of care with any patients.

(3). Contractor Vehicles

(i). All delivery vehicles will be covered and clearly identified with the name of the Contractor on the vehicles.

(ii). Delivery vehicles, if dirty and clean equipment is transported in the same vehicle, will have a clearly demarcated area for clean and dirty items. Contractor’s procedure s for handling the pickup of dirty equipment will meet The Joint Commission Standards.

(iii). All delivery vehicles will be licensed and insured in accordance with state/local requirements.

(iv). All delivery vehicles shall maintain a sufficient stock of essential and frequently used parts to facilitate repair in the home, especially repairs of manual/electric beds, Veteran lifts and specialty mattresses.

(4). Site Visits:

(i). Quarterly, unscheduled, or scheduled, on-site visits will be made by the COR or his/her designee to monitor the Contractor’s performance under this contract. (see attached Contractor Inspection Sheet) The Contractor agrees to make available all records and documentation during the monitoring visit. All inspections will be conducted during normal duty hours unless otherwise scheduled.

(ii). Contractor agrees to accept visits by an accrediting body representative or other VA representatives accompanied by the COR or his/her designee necessary to review the contract services provided to the VAMC at no extra cost to the Government.

(5) INFECTION CONTROL:

(i) The Contractor shall have a current plan and policy for surveillance, prevention and control of infection in accordance with current Joint Commission standards.

(ii) Contractors shall provide a list of names to the COR or designee of all veteran patients exposed to communicable diseases by contracted staff during an identified incubation period within 24-hours of the Contractor being aware. The type of exposure will also be identified.

(iii) Standard precautions shall be used to prevent exposure to blood borne diseases when handling all contaminated equipment/items. Gloves shall be worn when handling items soiled with blood and/or body fluids. Hands shall be washed before and after visiting each beneficiary and when gloves are removed. Contaminated equipment shall be separated from clean equipment. The Contractor’s warehouse shall have clearly labeled storage areas. Contractor is required to have a procedure that shall meet Joint Commission standards for handling pick-up of dirty equipment.

(iv) The Contractor shall collect, trend, and report on data related to the Contractor’s Infection Control Program to the COR or designee on a quarterly basis via encrypted email or fax. The quarterly report is due to the COR within 30 days of the conclusion of the quarter.

(6) STANDARDS OF CARE: The Contractor shall meet Joint Commission standards in the performance of this contract. The Contractor shall be responsible for also obtaining all necessary permits and/or licenses required to perform services under this contract. The Contractor shall abide by State laws and regulations in which services are performed. The Contractor shall comply with Department of Transportation (DOT), Food and Drug Administration (FDA), National Fire Protection Transportation (NFPA), and Occupational Safety and Health Association (OSHA) regulations.