Att K - SOW Laundry Services (88106).docx

RFP 27-88106 Laundry Services for Hospital Linens at IVH

STATEMENT OF WORK

Attachment K

EXECUTIVE SUMMARY

Indiana Veterans’ Home (IVH) seeks qualified commercial laundry vendors to manage our comprehensive linen and resident clothing services. The laundry operations are necessary to improve sanitation standards, ensure regulatory compliance. IVH intends to award this solicitation to one vendor. IVH may consider multiple vendors to ensure all services are provided.

BACKGROUND AND CURRENT STATE

The Indiana Veterans’ Home (IVH) is a state-owned long-term care (LTC) facility located in West Lafayette, IN providing long-term skilled nursing care, short-term rehabilitation, and memory care services to honorably discharged Indiana veterans, their spouses, and Gold Star Parents. IVH currently houses 105 residents and has capacity for 120 residents. IVH is looking to establish relationships with laundry service providers.

SCOPE OF WORK

The selected Contractor(s) shall provide comprehensive linen management services specifically serving Indiana Veterans’ Home. These services are essential to maintaining a hygienically clean, safe, and efficient environment for patients and staff. All work must adhere to applicable healthcare regulations and sanitation standards, including but not limited to those set forth by The Joint Commission and the Centers for Medicare and Medicaid Services (CMS). The contractor(s) must also comply with all applicable ISPHN policies and any facility-specific policies and operating procedures.

Service Requirements:

· Supply and deliver clean linen items, including but not limited to laundry bags, flat and fitted bed sheets, pillowcases, towels, blankets, gowns, underpads, wash cloths, and other facility-identified textile products. Supply and delivery must be adaptable to changing facility needs.

· Pickup and transport soiled linen from designated collection points.

· Sort, count, and track linen inventory using vendor-provided system.

· Clean, launder, and finish all linen in accordance with current healthcare sanitation standards and infection control/prevention protocols.

· Repair or replace damaged linen at no additional cost, in accordance with the following thresholds: damaged or lost items caused by laundry service. and approval requirements from IVH.

· Fold and sort clean linen into carts, separate/organize by item type.

· Soiled clothing must be kept in closed, appropriately labeled laundry bags. Separate clean and soiled linen transport carts must be used. Pickup and transport soiled linen from designated collection points.

· Laundry areas must physically separate the "dirty" (soiled receiving) and "clean" (processing/folding) zones.

· Staff handling soiled laundry must wear appropriate Personal Protective Equipment (PPE), including tear-resistant gloves and gowns.

· Laundry must be washed at temperatures above 160°F for 25 minutes or with chemical sanitizers (e.g., chlorine bleach), which are CDC linen Management Guidelines .

· Pay close attention to special washing instructions.

· Provide laundry bags for each resident, labeled with resident’s name, room number, and special instructions if applicable.

· Contractors must maintain high-performance standards and submit bi-weekly reports that include: linen loss/ damaged, total pounds processed, Summary of action items and next steps .

· Delivery logs with item counts and/or weight, linked to billing documentation.

· Contractor shall ensure resident clothing is returned within 24 hours of pickup.

· Summaries of facility feedback and corrective action taken and updates.

· Documentation of service adjustments implemented in response to facility requests or audit findings

· Provide trained, professional staff for all aspects of service execution.

· Ensure seamless onboarding and transition support for new service initiation.

· Maintain transparency in billing, communication, and issue resolution.

The Contractor(s) shall furnish all necessary personnel, equipment, supplies, and supervision to perform the following services.

OBJECTIVES OF ENGAGEMENT

· Maintain strict infection control using CDC and OSHA guidelines.

· Ensure reliable, on-time daily delivery of clean linens, resident clothing, and uniforms.

· Reduce overall operational costs by minimizing linen replacement rates. The target linen loss rate shall not exceed 5 items annually.

· Provide transparent reporting and dedicated account management

DELIVERABLES AND DEADLINES

· Pick- up and delivery Monday- Friday, for personal linens. Adjust pickup and delivery schedules around State holidays, State holidays shall follow the official Indiana State Calendar unless IVH specifies an alternative facility schedule and proactively notify facility staff of any service disruptions due to unforeseen circumstances (e.g., inclement weather, mechanical delays). Daily deliveries must occur during IVH staff working hours, 6:00am - 1:00pm, unless otherwise approved by IVH.

· Pick up and delivery for hospital linens twice a week.

· Maintain strict sanitary separation between clean and soiled linen during transport and delivery, using sanitized carts and containers.

· Separate carts or designated, cleaned containers must be used for transporting clean versus contamination.

· Clean linens and clothing must be put on hangers, covered or wrapped during transit back to the facility and must remain covered until accessed for use.

· Facility staff will maintain internal distribution and consolidation of linen. Contractor(s) responsibilities are limited to external pickup, delivery, and laundering services.

· Coordinate with designated facility staff to ensure services, including responsiveness, are aligned with operational needs.

· If delivery shortages or delinquencies occur, Contractor will rectify the shortage within 24 hours. Furthermore, delivery shortages shall be documented via a standardized shortage report submitted to IVH within 24 hours.

PAYMENT MILESTONES

Bi-weekly invoices must be submitted using the State’s financial management system (e.g., PeopleSoft), unless otherwise directed.

PROJECT MANAGEMENT

DOCUMENT MANAGEMENT

The Contractor shall maintain accurate and complete documentation that supports daily operations, billing, inventory tracking, and service quality. At a minimum, the Contractor shall provide the following documentation to IVH:

1. Delivery logs with item counts and/or weight, linked to billing documentation.

2. Inventory reconciliation reports and loss rates/metrics.

3. Summaries of facility feedback and corrective action taken and updates.

4. Documentation of service adjustments implemented in response to facility requests or audit findings.

All documentation shall be organized in a manner that allows IVH staff to easily verify delivery accuracy, trace inventory movement, and understand service changes made throughout the performance of the Contract.

STATUS UPDATES AND REPORTING

The Contractor shall provide periodic status updates summarizing daily service activities and any operational issues affecting linen delivery, turnaround, or inventory reconciliation. At a minimum, the Contractor shall:

1. Provide service updates to designated IVH staff at an interval determined by the facility monthly summaries that include delivery performance, shortages identified, corrective actions taken within the required 24-hour window, and any delays or disruptions.

2. Notify IVH promptly of any significant operational issues such as equipment failures, route delays, or unexpected inventory shortages, along with anticipated resolution timelines.

3. Participate in brief check-in meetings at a cadence established by IVH quarterly to review service quality trends, recurring issues, and any adjustments requested by the facility.

4. Provide a simple quarterly summary report (if requested by IVH) outlining overall delivery reliability, linen loss trends, and any notable service improvements or corrective actions implemented.

Report formats may be refined collaboratively between IVH and the Contractor to ensure the information supports day-to-day operational needs without creating additional administrative burden.

COMPLIANCE REQUIREMENTS

Vendor must comply with Centers for Medicare & Medicaid Services (CMS) infection control standards, Occupational Safety and Health Administration (OSHA) bloodborne pathogen rules, and Centers for Disease Control and Prevention (CDC) guidelines. Vendors should ideally hold certifications like Hygienically Clean Healthcare or HLAC to ensure validated pathogen reduction, proper chain-of-custody, and safe handling procedures.

Statewide IT Policies, Procedures and Standards The State has robust and comprehensive security standards that permeate all levels of the organization. The Indiana Office of Technology (IOT) has been tasked with establishing and maintaining these security standards. The security standards include assessing security risks, developing, and implementing effective security procedures, and monitoring the effectiveness of those procedures. If the proposed solution involves information technology-related products or services, all such products or services are to be compatible with any of the technology standards found in the Statewide IT Policies, Procedures, & Standards (https://www.in.gov/iot/policies-procedures-and-standards/) that are applicable, including the assistive technology standard. The Contractor will be required to sign a Non-Disclosure Agreement (NDA) to access the more sensitive standards and policies. The Contractor should review the Statewide IT Policies, Procedures, & Standards and ensure their proposed solution meets all standards therein.

KEY PERFORMANCE INDICATORS

The State will use Key Performance Indicators (KPIs) to measure performance and outcomes of the Contract. The specific KPIs and their targets will be defined and agreed upon by the State and the Contractor during the initial phases of the requirements under the Contract. At a minimum, on time delivery at quality standards of the scope provided within the budget set forth in the Contract will each be measured. Additionally, the State will collect a modified Net Promoter Score from customers to this Contract in its discretion. Low ratings on the modified Net Promoter Score or failure to meet any other KPIs may be deemed, at the discretion of the State, to constitute default under the Contract.

END OF CONTRACT TRANSITION AND TURNOVER

The Contractor shall provide an end-of-contract transition plan no later than 90 days prior to contract end. The transition plan shall include activities for transferring operational responsibilities, linen inventory counts, relevant non-proprietary procedures, and service documentation to the State or its designated successor. The Contractor shall maintain adequate staffing levels during the transition period to ensure uninterrupted service. Training and shadowing for successor staff shall begin 30 days prior to contract end. The Contractor shall supply a checklist summarizing operational practices, points of contact, delivery schedules, and any facility-specific handling requirements. The Contractor shall also provide a data disposition statement confirming return or deletion of any State-owned data (e.g., logs, reports) within 30 days following contract completion, unless otherwise agreed.