Attachment 4-QASP-VISN 7 Virtual Pharmacy Services.docx
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- Attached to
- VISN 7 Virtual Pharmacy Services
- Solicitation number
- 36C24726Q0605
About this file
This is a Quality Assurance Surveillance Plan (QASP) for the VISN 7 Virtual Pharmacy Services contract with the Department of Veterans Affairs. The QASP establishes the framework for monitoring contractor performance in delivering remote pharmacy services across Georgia, Alabama, and South Carolina within the Veterans Integrated Service Network 7. The contractor must provide licensed pharmacists, technical support personnel, medical equipment, and a secure web-based system to process pending clinic and outpatient prescription orders and support inpatient pharmacy services. The Contracting Officer is identified as Leonard Robinson (leonard.robinson@va.gov), while the Contracting Officer's Technical Representative and contractor Program Manager are to be designated.
The QASP defines five primary performance standards: RX Processing (maintaining backlog under 72 hours at 100% compliance), Non-Formulary Processing (95% compliance without approval), Drug Information Source evaluation (99% compliance for reviewing lab data and drug interactions), Medication Error Reporting (99% accuracy in processing with appropriate error investigation), and Customer Service (99% compliance in responding to inquiries within 24 hours). Surveillance methods include direct observation, periodic inspections, user surveys, validated customer complaints, and random sampling. The contractor must submit daily reports for medication errors, property damage, security incidents, and theft; monthly reports on prescriptions processed; and quarterly training reports. Performance ratings will be documented as acceptable or unacceptable, with unacceptable performance triggering a Contract Discrepancy Report and corrective action plan requirements. Quarterly performance assessment meetings between the COTR and contractor are mandated.
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Other files
| File | Type | Posted |
|---|---|---|
| Amendment 0003 - 36C24726Q0605.pdf | ||
| Amendment 0002 - 36C24726Q0605.pdf | ||
| Attachment 4-QASP-VISN 7 Virtual Pharmacy Services-Revised.docx | DOCX document | |
| Amendment 0001 -36C24726Q0605 .pdf | ||
| Attachment 1-Contractor Rules of Behavior.pdf | ||
| Attachment 3-VA Notice of Limitation on Subcontracting.docx | DOCX document | |
| Attachment 2- Business Associate Agreement.docx | DOCX document | |
| Solicitation-36C24726Q0605.docx | DOCX document |
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QUALITY ASSURANCE SURVEILLANCE PLAN
VISN 7 Virtual Pharmacy Services
QUALITY ASSURANCE SURVEILLANCE PLAN
For: VISN 7 Virtual Pharmacy Services
Contract Number: TBD
Contract Description: The Contractor shall provide professional virtual pharmacy services to complete pending clinic and outpatient prescription orders for the Department of Veterans Affairs, VISN 7 located in Georgia, Alabama, and South Carolina. Contractor shall provide enough licensed Pharmacists to perform remote prescription order review/order entry services for inpatient pharmacy services. This includes the professional review and problem solving needed to ensure safe and appropriate medication processing. The contractor shall provide pharmacists, technical support personnel, medical and telecommunication equipment, supplies, and supervision necessary to perform and implement virtual pharmacy services to meet the needs of VINS 7. The contractor must be a U.S. based corporation capable of providing remote pharmacy services to be completed via secure web-based system provided by the contractor.
Contractor’s name: TBD
1. PURPOSE
This Quality Assurance Surveillance Plan (QASP) provides a systematic method for evaluating performance under 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 on 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 regularly. 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 safeguard the interests of the United States in the contractual relationship. The CO shall also ensure 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: Leonard Robinson @ leonard.robinson@va.gov Organization or Agency: Department of Veterans Affairs, Office of Acquisition and Materiel Management
b. Contracting Officer’s Technical Representative (COTR) - The COTR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COTR shall keep a quality assurance file. The COTR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.
Assigned COTR: TBD
c. Other Key Government Personnel – TBD
3. CONTRACTOR REPRESENTATIVES
The following employees of the contractor serve as the contractor’s program manager for this contract.
a. Program Manager – TBD
4. PERFORMANCE STANDARDS
Performance standards define desired services. The Government conducts surveillance to determine whether the contractor meets, exceeds, or does not meet these standards.
Paragraph 7 of the Performance Requirements Summary Matrix in the Performance Work Statement (PWS) includes performance standards. The Government shall use these standards to determine contractor performance and compare it to the Acceptable Quality Level (AQL).
| TASK |
| INDICATOR |
| STANDARD |
| ACCEPTABLE LEVEL |
| METHOD OF SURVEILLANCE |
| ACTION |
| RX Processing |
| Process Outpatient Rx’s in queue in a timely manner |
| Process Rx’s to extent to keep backlog in queue less than 72 hours |
| 100% |
| Monthly report of Rx’s processed by pharmacist |
| If less than 100% a plan of action required or a CDR. |
| Does not process non-formulary Rx’s without approval |
| No non-formulary Rx’s processed without approval |
| 95% |
| Review by exception |
| If less than 95% a plan of action required or a CDR. |
| Drug Information Source |
| Evaluates lab data, drug interactions, adverse drug events, and screens for allergies when processing Rx |
| Review of appropriate patient safety monitors when processing Rx |
| 99% |
| Review by exception |
| If less than 99% a plan of action required or a CDR. |
| Med Error reporting |
| Rx’s will be processed accurately (correct drug, dose, sig, comments copied appropriately, etc.) and errors reported and investigated |
| 99% |
| Review by exception |
| If less than 99% a plan of action required or a CDR. |
| Customer Service |
| Provides excellent customer service to field and site POC |
| Will respond to inquiries/questions timely (usually within 24 hours) |
| 99% |
| Review by exception |
| If less than 99% a plan of action required or a CDR. |
5. INCENTIVES
There are no incentives pertaining to this contract.
6. METHODS OF QA SURVEILLANCE
Various methods exist to monitor performance. The COTR shall use the surveillance methods listed below in the administration of this QASP.
a. DIRECT OBSERVATION. Direct observation is required periodically for compliance to contract of contractor facility, services, documentation, invoices, and other listed in the administration of this QASP
b. PERIODIC INSPECTION. Scheduled and unscheduled Inspections will be conducted by the COR/CO or designated personnel to ensure contract compliance.
c. USER SURVEY. Complaints received from customers will be reported to the contractor, and VA will be logged and submitted to the contractor for immediate resolution/corrective action. The contract will monitor complaints monthly and report to the Virtual Pharmacy Coordinator quarterly.
d. VALIDATED USER/CUSTOMER COMPLAINTS. VA beneficiaries' complaints reported to the contractor and VA will be logged and submitted to the contractor for immediate resolution/corrective action. The contractor will monitor complaints monthly and report to the COR.
e. RANDOM SAMPLING. Option to be utilized by the COR and CO in reviewing vendor employee training records and VA beneficiaries’ folders to ensure contract compliance.
8. 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:
PERFORMANCE RATINGS
9. 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 COTR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case, the COTR shall document the discussion and place it in the COTR file.
When the COTR determines formal written communication is required, the COTR 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 COTR. 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.
REQUIRED REPORTS AND DOCUMENTS
DAILY REPORTS
| REPORT DESCRIPTION |
| SEND REPORT TO: |
| Med Error Reporting |
| COR/CO |
| Property Damage Report |
| COR/CO |
| Incident Report (Security. Privacy Incident) |
| COR/CO/ VA OIT |
| Theft or Break in Report |
| COR/CO/ VA OIG |
MONTHLY REPORTS
| REPORT DESCRIPTION |
| SEND REPORT TO: |
| Monthly Rx's Processed by Pharmacist |
| COR/designee |
QUARTERLY REPORTS
| REPORT DESCRIPTION |
| SEND REPORT TO: |
| Contractor / Sub-Contractor Training Report |
| COR/CO |
10. FREQUENCY OF MEASUREMENT
a. Frequency of Measurement.
During contract performance, the COTR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed.
b. Frequency of Performance Assessment Meetings.
The COTR shall meet with the contractor QUARTERLY to assess performance and shall provide a written assessment.
Signature – Contractor Program Manager
Signature – Contracting Officer’s Technical Representative
CONTRACT DISCREPANCY REPORT
| 1. CONTRACT NUMBER |
| 2. REPORT NUMBER FOR THIS DISCREPANCY |
| 3. TO: (Contracting Officer) |
| 4. FROM: (Name of COR) |
5. DATES
a. CDR PREPARED
| b. RETURNED BY CONTRACTOR: |
| c. ACTION COMPLETE |
6. DISCREPANCY OR PROBLEM (Describe in detail. Include reference to PWS Directive; attach continuation sheet if necessary.)
| 7. SIGNATURE OF COR |
| Date: |
| 8. SIGNATURE OF CONTRACTING OFFICER |
| Date: |
| 9a. TO (Contracting Officer) |
| 9a. FROM (Contractor) |
10. CONTRACTOR RESPONSE AS TO CAUSE, CORRECTIVE ACTION AND ACTIONS TO PREVENT RECURRENCE. (Cite applicable quality control program procedures or new procedures. Attach continuation sheet(s) if necessary.)
| 11. SIGNATURE OF CONTRACTOR REPRESENTATIVE |
| Date: |
12. GOVERNMENT EVALUATION. (Acceptance, partial acceptance, reflection. Attach continuation sheet(s) if necessary.)
13. GOVERNMENT ACTIONS (Acceptance, partial acceptance, reflection. Attach continuation sheet(s) if necessary.)
14. CLOSE OUT
| NAME |
| TITLE |
| SIGNATURE |
| DATE |
a. CONTRACTOR NOTIFIED
b. COR
c. CONTRACTING OFFICER
SUBMIT QUARTERLY / END OF CONTRACT REPORT TO CONTRACTING OFFICER (90C)
CONTRACTOR / SUB-CONTRACTOR TRAINING REPORT
Note: If any of the training below is not applicable to subject Contract, the COR will notate N/A, add initials and date each line.
| Course / Training Requirement |
| COR /Contractor add Initials -- Certificate Attached as Applicable |
| Date Completed |
VA Privacy and Information Security Awareness and Rules of Behavior (VA 10176) Target audience: This course is for all VA staff, contractors and volunteers who use a computer to perform their job.
Privacy and HIPAA Training (VA 10203) Target audience: Any VA employee or non-VA employee with access to Protected Health Information (PHI)
Integrity and Compliance Awareness Training for all Staff -
(VA 43790)
Emergency Preparedness / Disaster Policy and Procedures (location specific)
Initial competence assessment/employee competencies
Area / Program / Unit Specific Orientation
Specific MCM requirements:
NEW PROVIDERS
| NAME DATE STARTED |
| PRIVILEGED |
| BACKGROUND |
PROVIDERS NO LONGER PROVIDING SERVICES
| NAME |
| LAST DAY OF WORK |
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