36C25620Q0256-003.docx

Quality Assurance Surveillance Plan (QASP) 36C25620Q0256

Quality Assurance Surveillance Plan For: Non-Emergency, Special Needs, Ground Transportation Services - For Wheelchair and Stretcher Patients

Contract Number: To Be Determined

Contract Description: Non-Emergency, Special Needs, Ground Transportation Services - For Wheelchair and Stretcher Patients

Contractor’s name: To Be Determined

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored?

· How monitoring will take place.

· Who will conduct the monitoring.

· How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

A. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned CO: Windell Lance Assigned CS: C. Robert Oravetz Organization or Agency: Department of Veterans Affairs, NCO 16, Division I, Services Team C

Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

Assigned COR: Kimberly T. Redmond, Mobility Manager, Medical Administration Service (MAS) (504) 507-5565 (office) / (504) 616-7670 (cell) Organization or Agency: Southeast Louisiana Veterans Health Care System (SLVHCS), 2400 Canal Street, New Orleans, LA 70119

B. Other Key Government Personnel: Lori Hall, Chief, Medical Administration Service (MAS)

Organization or Agency: Southeast Louisiana Veterans Health Care System (SLVHCS), 2400 Canal Street, New Orleans, LA 70119

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s program manager for this contract.

A. Program Manager: To Be Determined

B. Dispatcher: To Be Determined

4. PERFORMANCE STANDARDS

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

The Performance Requirements Summary Matrix, paragraph (N/A) in the Performance Work Statement (PWS), includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Contractor agrees to maintain an on-going Quality Management/Assurance Program which include the following activities Quality Assurance: The contractor will be evaluated throughout the contract period in regard to their compliance with all VA quality performance measures and monitors as it pertains to the Ground Transportation Services; proper documentation, adherence to performance measures, timely access, excessive waits/delays, pickup and delivery of special mode. Additionally patient safety, and patient complaints will be researched and addressed as necessary.

Incentive/ Disincentive

PWS 1.2.1

Positive past performance / Negative past performance in Contractor Performance Assessment Reporting System (CPARS)

PWS 1.1.3, 1.13

Positive past performance / Negative past performance in Contractor Performance Assessment Reporting System (CPARS)

Quality Care

PWS 1.3, 1.4, 1.8, 1.13

Contractor shall be responsible for using appropriate driver screening and selection criteria when employing drivers and proper vetting techniques shall be utilized to ensure qualified personnel are performing services.

Positive past performance / Negative past performance in Contractor Performance Assessment Reporting System (CPARS)

PWS 1.10, 1.11, 1.13, Section 2 (Entire Section)

Positive past performance / Negative past performance in Contractor Performance Assessment Reporting System (CPARS)

PWS 1.8, 1.10, 1.11, 1.13 & Section 2

Positive past performance / Negative past performance in Contractor Performance Assessment Reporting System (CPARS)

PWS 1.8, 1.10.2

Positive past performance / Negative past performance in Contractor Performance Assessment Reporting System (CPARS)

PWS 1.10.3 & 1.13

Positive past performance / Negative past performance in Contractor Performance Assessment Reporting System (CPARS)

PWS 1.1.10, 1.1.11, 1.8

Positive past performance / Negative past performance in Contractor Performance Assessment Reporting System (CPARS)

5. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

A. DIRECT OBSERVATION. (Can be performed periodically or through 100% surveillance.)

Performance standard(s) IDs: 1 & 2

B. PERIODIC INSPECTION. (Evaluates outcomes on a periodic basis. Inspections may be scheduled [Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required.)

Performance standard(s) IDs: 3 & 4

C. 100% INSPECTION. (Evaluates all outcomes.)

Performance standard(s) IDs: 5, 6, 7

D. RANDOM SAMPLING. (Designed to evaluate performance by randomly selecting and inspecting a sample of cases.

Performance standard(s) IDs: 8

E. CUSTOMER FEEDBACK/COMMENT CARDS (Evaluates feedback from Veterans receiving transportation service) Performance standard(s) IDs: 1, 2, 5, 6, & 7

6. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used for measurement will be: meets standards/does not meet standards

7. DOCUMENTING PERFORMANCE

A. Acceptable Performance

The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

B. Unacceptable Performance

When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the contractor's program manager.

The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COR. The Government shall review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

8. FREQUENCY OF MEASUREMENT

A. Frequency of Measurement.

During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed.

B. Frequency of Performance Assessment Meetings.

The COR shall meet with the contractor monthly to assess performance, discuss concerns, and troubleshoot existing problems.

Contractor

Kimberly T. Redmond, COR