D.2 HCHV Quality Assurance Surveillance Plan 36C25520Q0404.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

36C25520Q0404

HEALTH CARE FOR HOMELESS VETERANS SERVICES

1. PURPOSE: This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for 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 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.

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 through contract modification. 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.

· 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.

· 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 is NOT empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The assigned COR will be identified at the time of award. A delegation letter will be provided to the Contractor identifying the COR and the duties assigned.

· Contractor Representatives - The employee(s) of the contractor serve as the contractor’s program manager(s) for this contract. Program Managers will be identified at the time of award.

3. PERFORMANCE STANDARDS:

The Contractor is responsible for performance of ALL terms and conditions of the contract. CORs will provide contract progress reports quarterly to the CO reflecting performance on this plan and all other aspects of the resultant contract. The performance standards outlined in this QASP shall be used to determine the level of Contractor performance in the elements defined. Performance standards define desired services. The Government performs surveillance to determine the level of Contractor performance to these standards.

The Performance Requirements are listed in Section 6 of this document. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the standard and assign a rating. At the end of the performance period, these ratings will be used, in part, to establish the past performance of the contractor on the contract.

4. INCENTIVES/DEDUCTS:

The Government shall use past performance as incentives. Incentives shall be based on ratings received on the performance standards.

5. METHODS OF QA SURVEILLANCE:

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

· DIRECT OBSERVATION. 100% surveillance: Surveillance will be accomplished through site visits; interviews with the veterans, the veteran families, and staff; record review and will be done by COR and assigned VA staff.

· PERIODIC INSPECTION. Inspections scheduled and reported monthly per COR delegation or as needed. Veterans will be interviewed, patient records and treatment goals will be reviewed, provider visits, continuity of care, safety, dietetics, nursing as well as any results of surveys. All inspections and reports will be conducted in compliance with VA Privacy and Information security standards.

· RANDOM INSPECTION. Unscheduled inspections. Veterans will be interviewed, patient records, case management plans and treatment goals will be reviewed. All inspections and reports will be conducted in compliance with VA Privacy and Information security standards.

· VALIDATED USER/CUSTOMER COMPLAINTS. Veteran or family complaints will be reviewed and addressed within seven (7) days of receipt. Contract discrepancies will be addressed using the Contract Discrepancy Report following established timeframes.

· PROGRESS OR STATUS MEETINGS. Meetings may be requested by either the Contractor or the COR and will be used to update status and/or progress of veterans placed at the facility.

6.

6. RATINGS:

Metrics and methods are designed to determine rating for a given standard and acceptable quality level. The following ratings shall be used:

Note: To justify an Exceptional rating, you should identify multiple significant events in each category and state how it was a benefit to the GOVERNMENT. However a singular event could be of such magnitude that it alone constitutes an Exceptional rating. Also there should have been NO significant weaknesses identified.

Note: To justify a Very Good rating, you should identify a significant event in each category and state how it was a benefit to the GOVERNMENT. Also there should have been NO significant weaknesses identified.

Note: To justify a Satisfactory rating, there should have been only minor problems, or major problems the contractor recovered from without impact to the contract. Also there should have been NO significant weaknesses identified.

8. DOCUMENTING PERFORMANCE

· The Government shall document positive and/or negative performance. Any report may become a part of the supporting documentation for any contractual action to include the annual past performance using CONTRACTOR PERFORMANCE ASSESSMENT REPORT (CPAR).

· If contractor performance does not meet the Acceptable Quality level, the CO shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the CO shall document the discussion and place it in the contract file. When the COR and the CO determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to CO. The CO will in turn review and will present to the contractor's program manager for corrective action

· 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 CO. The Government shall review the contractor's corrective action plan to determine acceptability. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance and the acceptability of the Contractor’s corrective action plan.

· Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO. Sample CDR attached.

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

PERFORMANCE MEASURES 36C25520Q0404 HEALTH CARE FOR HOMELESS VETERANS

Reference Performance Requirement

Method

Contractor Signature:____________________________ Date:____________