Attachment 2 - Quality Assurance Surveillance Plan (QASP).pdf

36C25622Q0200 Attachment 2

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Pharmacy Benefit Management Services

Central Arkansas Veterans Healthcare System (CAVHS)

36C25622DXXXX

1. PURPOSE:

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

• What shall be monitored.

• How monitoring shall take place.

• Who shall conduct the monitoring.

• How monitoring efforts and results shall be documented.

1.2. 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.

1.3. 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.

2.1. 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:

2.2. 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:

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3. CONTRACTOR REPRESENTATIVES:

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

Program Manager (PM):

Alternate PM:

4. PERFORMANCE STANDARDS:

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

4.2. The Performance Requirements are listed below. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Table 1

NO.

SOW

Section Reference

Performance Objective AQL Method of

Surveillance Incentives /

Disincentives

1 4

All pharmacies and pharmacists must maintain licensing in the state of Arkansas

100% Direct observation by COR/CO.

Incentives: Favorable contractor performance evaluation.

Disincentives:

Unfavorable performance evaluation and/or contract termination.

2 5.3

All prescriptions shall be filled within one 1 hour of receipt by the pharmacy

95% Customer feedback

Incentives: Favorable contactor performance evaluation.

Disincentives:

Unfavorable performance evaluation.

3 5.7

All prescription prices must be at the discounted rate.

100% Random Sampling

Incentives: Favorable contactor performance evaluation.

Disincentives:

Unfavorable performance evaluation and contractor reimbursement.

36C25622QXXXX Attachment #

5. PROCEDURES/METHODS OF QA SURVEILLANCE:

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

• Direct Observation - Can be performed periodically or through 100% surveillance.

• Customer Feedback - Any feedback data is reviewed by the CO – any validated complaints against a contractor will be further investigated.

• Random Sampling – Randomly selected invoice charges will be reviewed periodically.

6. DOCUMENTING PERFORMANCE:

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

6.2. Unacceptable Performance:

6.2.1. When unacceptable performance occurs, the COR shall inform the

Contracting Officer (CO). This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR and the CO shall document the discussion and place it in their respective file.

6.2.2. When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the CO. The CO will in turn review and submit to the contractor's program manager for corrective action. The contractor shall acknowledge receipt of the CDR in writing. The CDR shall 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 shall also state how long after receipt the contractor has to present this corrective action plan to the CO and the Facility POC.

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.

Contracting Officer

Contractor Program Manager

Contracting Officer Representative