Attachment 4 - Process Flow - Wheeled Mobility Repair Service.pdf

Wheelchair and Scooter Repair ServicesWheelchair and Scooter Repair Services

D

LC

D

LC

P at ie n t P at ie n t

P ro st h et ic s/ C lin ic ia n s P ro st h et ic s/

C lin ic ia n s

V en d o r C o n ta ct

C en te r

(V C

C

V en d o r C o n ta ct

C en te r

(V C

C

Invoice/Payment PhaseInvoice/Payment PhaseInitial PhaseInitial Phase Triage PhaseTriage Phase Repair PhaseRepair Phase

Veteran contacts contact center needing repair

Contractor receives Purchase

Order

Contractor sends request to DLC and receives a system generated Purchase Order/ Delivery Order when repair cost meets contracted values.

Repair tech performs repair same day.

DLC processing of invoice;

subsequent payment to vendor

(invoice reject if not valid)

Contractor generates electronic invoice for cost of repair to include Contact Center charges, travel, labor and parts

Verified

Yes

No Repair needed?

No Repair needed?

Repair interaction closed

Contractor sends repair technician to the Veteran’s location of repair and problem identified/as suspected.

VCC closed repair ticket until further notice from

VISN/facility

Not Authorized – Noted in ROES

Authorized Noted in

ROES

ROES processes request and sends email to PMSS POC.

COR will review request and attempt verification. If unable to verify Veteran’s eligibility for repair, the COR will refer to facility for review through VISN VPR and Facility prosthetics chief

Match against Eligible Veteran’s

Equipment List

Contractor submits Electronic request to ROES with Veteran information, date, time, location of repair and problem identified

Triage chair

Yes

No

Repair Technician will send Contractor a referral back to VISN/facility for further evaluation.

PMSS POC or COR will notify Prosthetics.

ROES transfers Not Authorized message to VCC

Repair Technician assists wheelchair (powered or manual) repair or scooter and document what exactly needs to be repaired and report back to Contractor for approval.

Facility rep follows up with Veteran

50% of chair value

Yes

No additional repairs needed? Repair can be accomplished same day?

Additional repairs or loaner chair approved from DLC

Prosthetics will notify the clinician of the need to evaluate/order a new chair.

Repair tech MUST get additional authorization from the contact center – PO amendment needed from DLC if additional repairs or a loaner chair is needed.

Authorization may be needed from facility to authorize additional repairs or loaner.

No

Yes

Clinician will contact Veteran to schedule an evaluation for a new wheelchair

Notification to VISN VPR and Facility Prosthetics

Chief to determine if chair in ROES

No

Loaner chairs are only authorized if Veteran does not have a spare chair or mobility device that will meet the

Veterans mobility needs.

Repair continues at Veteran’s location or at vendors' business as needed.