668-QASP HCHV-CERS 2024.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

Health Care for Homeless Veterans

Contract Emergency Residential Services

Mann-Grandstaff VAMC

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

Health Care for Homeless Veterans

Contract Emergency Residential Services

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing the Statement of Work (SOW). It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the

Services Summary in the maintenance contract.

The QASP provides a systematic method to evaluate the services the contractor is required to furnish.

This QASP is based on the premise the government desires to maintain a quality standard in operating, maintaining, and repairing facilities and that a service contract to provide the service is the best means of achieving that objective.

The contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract. The role of the government is quality assurance to ensure contract standards are achieved.

In this contract the quality control program is the driver for product quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the contractor to success.

Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

SURVEILLANCE STANDARDS AND PROCEDURES

Required Services

(Tasks)

Performance

Standard

Performance

Threshold

Methods of

Surveillance The Contractor shall

Focus on Veterans exiting directly to permanent housing upon leaving HCHV

CERS

Percentage of Veterans discharged from Health

Care for Homeless

Veterans Contracted

Residential Services

(HCHV CERS)

permanent housing.

30% or greater Review of Exit Data

The Contractor shall

Minimize the number of exits from HCHV

CERS programming in which the Veteran was asked to leave because of violation of program rules (excluding exits due to threatened/actual violence to self or others), failure to comply with program requirements, or left the program without consulting staff.

Percentage of Veterans with a negative exit from VHA

Health Care for

Homeless Veterans

Contracted Emergency

Residential

Services (HCHV CRS) programs.

35% or below Review of Exit Data

SURVEILLANCE: The below listed methods of surveillance shall be used in the administration of the QASP.

Customer Feedback – Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed and forwarded to the Contracting Officer Representative (COR). The

COR shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file. The COR shall also keep the tabulated results of all customer satisfaction surveys on file and shall enter the summary results into the Surveillance

Activity Checklist. (Copies of all records shall be submitted to the CO upon receipt for placement in the official contract file, and when necessary, determination of actions.)

100% Inspection – The COR shall monitor each patient delivery and enter performance results into the Surveillance Activity Checklist.

Periodic Inspection - Periodic inspections shall be conducted when specified in the contract/PWS. For the potential tasks that have been identified so far and included in this QASP, the COR performs the periodic inspection on a monthly basis.

Random Monitoring - Random monitoring shall be conducted if and when specified in the contract. For the potential tasks that have been identified so far and included in this QASP, the random monitoring shall be performed by the COR.

PROCEDURES: Using the contractor’s quality control program, the Government QA will schedule inspections before, during, or after the contractor’s Quality Control Inspector (QCI) scheduled inspections. If Government QA discovers a defect(s), the Government QA will immediately notify the QCI for re-performance of the service to ensure compliance. However, as long the above standards are met. The contractor will be in compliance with the contract. If the standards are not met or if the QCI refuses to correct an identified defect, the Government QA will notify the contracting officer for appropriate action in accordance with the appropriate inspection of services clause.