DME PWS 2025 draft.docx

PERFORMANCE WORK STATEMENT

Durable Medical Equipment – VISN 15

(a). GENERAL INFORMATION

(1). Title of Project: Durable Medical Equipment – VISN 15

(2). Scope of Work: The Contractor shall provide all supporting supplies, materials, equipment, labor, supervision, transportation, infection control, storage, cleaning, delivery, sanitization, installation, assembly/setup, repair, pick-up and patient training/instruction-in-the-use of Government-owned, or purchased, Durable Medical Equipment (DME) in accordance with all terms, conditions, provisions, specifications, and schedules herein. Contractor is to furnish all storage, labor, transportation, and equipment required to provide durable medical equipment to eligible Veteran patients within the geographical area of VISN 15. This includes the provision of emergency DME repair and maintenance services. DME includes, but is not limited to, electric hospital beds, mattresses, electric and hydraulic patient lifts, overbed tables, overbed and floor trapezes, scooters, manual and powered wheelchairs, and additional items as determined by the VA Medical Center or Health Care Center listed in the solicitation. Contractor must be in accordance with National Accreditation standards (i.e. Joint Commission on Accreditation of Healthcare Organizations (JCAHO)) for services provided under the contract, to include cleaning, storing, maintenance, education, setup, patient home safety, and inventory as required to meet the standards.

(3) Location: All deliveries and pickups shall be performed at the Veteran residence, or an identified location as specified by the VA. The area of service shall be all patients serviced by VISN 15. The geographical boundaries described herein have been determined as the areas of responsibility/jurisdiction for each local VA Medical Center (see VISN 15 Facilities and Counties covered, attached).

a. Harry S. Truman –VA Medical Center – Columbia, MO. (CO) 800 Hospital Drive Columbia, MO. 65201

b. VA Medical Center - Kansas City, MO. (KC) 4801 Linwood Blvd.

Kansas City, MO. 64128

c. Dwight D. Eisenhower - VA Medical Center – Leavenworth, KS. (LEA) 4101 S. 4th St.

Leavenworth, KS. 66048

d. VA Medical Center – Marion, IL. (MA) 2401 West Main St.

Marion, IL. 62959

e. John J. Pershing - VA Medical Center – Poplar Bluff, MO. (PB) 1500 N. Westwood Blvd.

Poplar Bluff, MO. 63901

f. Jefferson Barracks - VA Medical Center – St. Louis, MO. (STL) #1 Jefferson Barracks Dr.

St. Louis, MO. 63125

g. Colmery O’Neil - VA Medical Center – Topeka, KS. (TO) 2200 Gage Blvd.

Topeka, KS. 66622

h. Robert J. Doyle - VA Medical Center – Wichita, KS. (WI) 5500 E. Kellogg Drive Wichita, KS. 67218

i. Evansville – Health Care Center – Evansville, IN. (EHCC)

j. Cape Girardeau VA Healthcare Center – Cape Girardeau, MO

(4). Background: In Fiscal Year (FY) 2024, 10/01/2023 – 09/30/2024, Veterans Integrated Service Network (VISN) 15 completed an estimated 4,704 deliveries, 1,248 pickups, 205 emergency deliveries, drove 84,107 excess miles, and conducted 1,880 hours of labor.

(5). Period of Performance: The Contractor shall commence performance of the contract on the effective date in the resulting award document (Standard Form 1449, Block 20, Schedule of Supplies/Services).

(i) A 90-day phase in/phase out period, effective on the contract commencement date, is required to facilitate a potential change in Contractor upon expiration of the current contract and to ensure continuity of service for Veteran care. This period shall be designated as a period for the transfer of Veterans from the incumbent to the successor contractor. A transition schedule shall be provided to both the incumbent and the successor contractor. During the phase in/phase out period, the successor contractor shall contact the Contracting Officer’s Representative (COR) with a list of Veterans the successor contractor has set up each day. The successor contractor shall notify the incumbent contractor of these Veterans. The successor contractor shall provide information regarding the veteran patient’s residence. The successor contractor shall not receive any payment for the Veteran until it is confirmed that they have completed the setup of DME requirements. The cost of relocating existing inventory from the incumbent VA contract storage place to the successor contract’s facility shall be borne by the successor contractor. The new Contractor shall pick up all VA-owned equipment from the previous Contractor within 30 days after contract award, at no cost to the Government. The successor Contractor shall provide weekly updates to the VA of the transition to include status of inventory transitions and Veterans transitioned. This includes any deficiencies the incumbent contractor may or may not have accomplished. Therefore, it is advised that the contractor view the storage site. Both contractors shall work closely together to assure a smooth and easy transition for the Veteran.

(6). Type of Contract: Firm-Fixed-Price.

(b). CONTRACT AWARD MEETING. The Contractor shall not commence performance on the tasks in this PWS until the Contracting Officer (CO) has conducted a kickoff meeting or has advised the Contractor that a kickoff meeting is waived.

(c). EQUIPMENT TO BE STORED, DELIVERED, PICKED UP: The Contractor is required to deliver, set up, and provide Veteran patient / caregiver education on various pieces of Durable Medical Equipment as requested and determined by the VA.

(d). GENERAL REQUIREMENTS.

(1). Ownership of medical equipment: The DME will be purchased by the VA and will be delivered to the Contractor’s facilities for storage and distribution. Title to all VA owned medical equipment shall remain with the VA. The Contractor must have the capability to receive motor freight.

(2). Instructions to Veteran patients and caregivers: Instructions to Veteran patients and their caregivers shall include proper use of the equipment and supplies, proper care and cleaning of the equipment, and safety precautions. Initial setup of equipment will be accomplished by a Contractor furnished certified DME Technician in the assembly and function of each item included in the contract.

(e). SERVICES TO BE PROVIDED.

(1). Hours of Operation: The Contractor shall maintain business hours of operation at the Contractor’s facility between 8:00am – 4:30pm, Central Time, Monday thru Friday, except on Federal Holidays.

(i) Contractor shall provide a full-time accessible employee with phone available during business hours. Should a Veteran patient pick up equipment/supplies from the Contractor’s facility, no delivery charges shall apply.

(ii) Contractor shall have a well-established communication system providing 24-hour emergency service. The Contractor shall provide emergency repair, pickup, or delivery services within 4 hours of notification, or if there is a safety issue that requires resolution prior to the next business day.

(iii) Contractor shall maintain an answering service to take after-hours emergency calls. The answering service shall inform the patient that the Contractor shall call the patient within 1 hour. The Contractor shall respond to the patient within 1 hour of the initial patient call, regardless of whether they are using an answering service.

(2). Storage and inventory: The Contractor shall maintain a stock of VA-owned equipment. The Contractor shall perform weekly on-hand stock level inventories. Documented inventories shall be submitted weekly via the agreed upon communication method, showing the inventory of all VA-owned equipment in storage to the VA-designated staff at the designated VA Medical Center by close of business (4:30 PM Central Time) on Tuesday afternoon each week showing the on-hand inventory at the close of business on the preceding Friday. An additional inventory of equipment shall be provided to the same VA-designated staff upon receipt of stock replenishment for updating purposes. The inventory will include item description, manufacturer/brand, quantity, and serial numbers. The VA will establish an initial stock level of each item and a reorder point where the Contractor is required to immediately notify the VA-designated staff for stock replenishing via email, fax, or other agreed upon method of communication.

(i). Contractor shall maintain a system of control to protect and preserve all Government property. A log of all VA-owned equipment will be maintained by the Contractor which will facilitate immediate location and identification for possible retrieval.

(ii). Contractor shall provide adequate storage for VA and Veteran patient items at the Contractor facility at no additional charge to the VA. All VA-owned Durable Medical Equipment shall be stored at the Contractor’s facilities, by the Contractor, until delivered to the requested location. The Contractor must maintain physical facilities and must maintain a visible sign with posted hours of operation. The location must be accessible to the public and staffed during posted hours of business. Contractor shall provide a secure, contained area, with adequate space for the storage of Government-owned supplies and equipment covered under this contract. The storage facility shall be climate controlled throughout the year relevant to proper temperature and humidity for the equipment being stored, clean, pest/rodent free in a well secured area. The Contractor shall provide clean, separate, and secure storage for all VA-owned equipment and supplies apart from all other contractor-owned equipment. The VA may use system-created barcode labels to label VA-owned inventory at the Contractor location. Clean storage area must be furnished that is segregated from any dirty storage area; both areas must be clearly identified. Clean and dirty storage areas are in accordance with Joint Commission standards. The VA-owned material storage space will be segregated from all non-VA-owned material in the storage space. The Contractor facility must be of sufficient size to store and maintain the minimum quantities of VA-owned DME. The storage area must meet or exceed all applicable state, local and national fire protection (NFPA) codes.

(iii). The Contractor facilities shall have the ability to receive DME deliveries when shipped by vehicles (e.g. trucks, vans, tractor-trailers, etc.) that may or may not have lift gates or similar assistive devices. The Contractor is responsible for providing loading and unloading systems and methods.

(iv). After award of this contract, the Contractor’s proposed facilities shall be inspected by representatives of the VA Medical Center. Failure to provide acceptable facilities that meets the standards specified will be cause for rejection of an offer. Designated VA Medical Center representative(s) shall be provided access to the Contractor facilities during normal working hours (8:00 a.m. - 4:30 p.m., Monday through Friday) for the purpose of inspecting VA-owned DME.

(v). Upon commencement of the contract, an inventory of VA equipment currently stocked at the current contractor’s storage area will be conducted jointly by the Contracting Officer or his/her designee and the Contractor, and will be signed by both parties. This inventory will include items and the conditions thereof.

(vi). The VA reserves the right to add Durable Medical Equipment items routinely provided for home care patients.

(3). Delivery/Pick-Up: The Contractor shall make delivery/pickup of all equipment, supplies, or services specified within 24 hours, or the next business day, of notification. The Contractor shall not make deliveries when a Veteran patient or an authorized representative is not at the residence. Scheduling of deliveries will be at a time that is mutually acceptable to the Contractor and Veteran patient, but shall, as much as possible, meet with the Veteran patient’s requirements. The equipment will be set up in an area of the Veteran patient’s choice. The Contractor shall adequately prepare the site, unpack, and assemble equipment in a fully operational condition.

(i). Delivery and pickup of equipment between the Contractor and VA will be at no charge to the government.

(ii). Upon completion of delivery and setup service the Contractor shall submit written proof of delivery to the designated VA staff, which will include the documentation.

(iii). Prior approval by the Prosthetic Representative or designee is required before any permanent installation of equipment to wall, ceiling, floors, etc., at the Veteran patient’s premises is scheduled or accomplished. All installation supplies and labor will be billed outside of this contract via a separate authorization and invoice.

(iv). In special situations the Contractor shall provide emergency setup within 4 hours of notification or on a weekend or Holiday.

(v). The Contractor will issue returned VA-owned inventory first. Returned VA-owned inventory are medical equipment which have been returned from VA Veteran patients, have been cleaned, and are ready for reissue. Acceptance of returned VA-owned medical equipment is determined by the local Facility.

(vi). Returned foam mattresses will not be reissued, but will instead be disposed of by the Contractor. Only new foam mattresses will be provided to Veteran patients.

(viii) One VAMC may ship equipment to any Contractor awarded under this solicitation to be delivered to a Veteran patient who resides within the jurisdiction of another VAMC. Delivery of that equipment will be completed at the same rates as outlined for the jurisdiction where the Veteran patient will reside, and any excess mileage will be computed from the nearest VAMC. The delivery orders will be from the ordering facility and billing will be made to that facility.

(iv). The Contractor shall notify the COR or designee via email and provide justification as to why they are unable to deliver the required services in accordance with the Government’s required delivery date. The VA reserves the right to exercise all remedies that it has at its disposal including, but not limited to, making arrangements with an alternate vendor. Failure to deliver for reasons caused by the Veteran patient or authorized caregiver shall not be held against the Contractor, however failures shall be documented and are subject to review and determination by the VA Contracting Officer’s Representative.

(4) Home Safety Inspection / Veteran Patient Education:

(i) The Contractor is responsible for ensuring the Veteran patient has a safe home environment in accordance with Joint Commission standards. When equipment is delivered to a Veteran patient’s home, the Contractor shall review on-site environmental conditions. This includes addressing basic home safety, safe and appropriate use of equipment, handling, cleaning, storage, universal precautions, noting observable fire, tripping, or safety hazards and providing appropriate patient education related to fire/safety hazards. Upon delivery/setup the contractor is responsible for ensuring the home and electrical system shall support all requirements of the equipment being provided.

(ii) The Contractor shall provide education, training, and instructions to each Veteran patient at the time of setup or repair. This information is to be presented verbally, with demonstration. In addition, the printed material covered shall be left with the Veteran patient or caregiver. Veteran patient or caregiver education shall be performed on the proper usage for the issued equipment to include the following:

(1) Proper equipment usage, care/handling, cleaning, and maintenance, including a demonstration of correct use and observing a return demonstration by the Veteran patient / caregiver.

(2) Basic home safety, electric/fire safety, storage, and who to call in case of an emergency.

(3) Infectious control and precautions.

(4) Emergency preparedness.

(5) All education material provided by the Contractor shall be reviewed and approved by the Veterans Affairs contract evaluation team.

(iii) The Contractor shall notify the COR or their designee during the home visit if the Contractor's staff determines there are unsafe conditions which may include, but are not limited to, fire safety hazards, Veteran patient abuse, or any instance that places the Veteran patient, Contractor's staff, or others in immediate danger. The Contractor shall contact the COR or designee by phone during the home visit and furnish (via encrypted email or fax) written documentation of the safety hazard to the COR or their designee within five (5) business days of the incident.

(iv) Contractor shall provide the Veteran patient a contact sheet which contains the vendor’s name and emergency 24-hour toll-free phone number for service/repairs.

(v) The Contractor shall be responsible for notifying the COR or their designee by telephone while in the Veteran patient’s home, if any alteration to the Veteran patient’s home is necessary to accommodate the equipment, including electrical work.

(vi) The Contractor shall provide equipment user guides for the specific equipment issued. This shall include basic operation instructions such as connection, removal, emergency procedures, care and maintenance, and equipment-specific precautions. Emergency instructions for manual operation of hospital beds shall be laminated on a card and affixed directly to the hospital bed.

(vii) The Contractor shall provide the Veteran patient and review the following documents during all setups and repairs:

a. DME Delivery Checklist

b. Patient’s Rights and Responsibilities

c. Patient Satisfaction Survey

The Contractor is responsible for maintaining a copy of all documentation in the Veterans file. All or any part of the delivery documentation may be requested by the VA upon request for all Veteran.

(5) Emergency/Non-Duty Hours: Emergency services may be requested by an authorized ordering official for delivery and setup of VA stock equipment.

(i) The Contractor shall use reasonable, sound judgement in determining whether a true emergency exists which requires immediate attention to constitute an emergency visit or whether the problem can be resolved by telephone troubleshooting with the Veteran or caregiver.

(ii) Emergency repairs during non-duty hours shall be limited to equipment or repairs previously provided or issued by VA, and instances where there is clear indication of a safety issue for the Veteran that needs to be addressed before the next business day.

(iii) The Contractor shall submit a proper invoice along with the circumstances of the emergency repair/service to the COR, or delegate, on the first business day following the emergency repair/service.

(6). Pickup: All pickups will be accomplished within 24 hours. Scheduling of pickups will be left to the Contractor, but shall, as much as possible, meet with Veteran patient’s requirements.

(7). Equipment returns: The Contractor shall have written policies governing equipment handling and cleaning in accordance with Joint Commission standards.

(i). All equipment suitable for reissue will be disinfected, cleaned, tagged, bagged, and returned to inventory within 48 hours.

(ii). Repairs to VA-owned equipment: The Contractor will inspect all returned equipment and perform repairs as needed. All repairs done to the VA-owned equipment will be completed in accordance with manufacturer’s recommendations by an individual certified by the manufacturer to perform such repairs. Certification of training by technicians performing work on VA-owned equipment will be required. The Contractor will ensure technicians receive appropriate training on any equipment they currently are not certified to repair, within 90 days of award of this contract.

(iii). Returned equipment that the Contractor has been authorized by the Prosthetics Service to pick up shall be inspected and tested for satisfactory operation. Returned equipment shall be disinfected, cleaned, bagged, tagged and in good condition for reissue to another Veteran patient before being placed in inventory for reissue. Bagged equipment will be tagged showing date of cleaning and date placed in storage. VA representatives determine when equipment shall be returned/picked-up for reuse. For this purpose, it will be necessary for the Contractor to maintain enough repair and/or replacement parts on hand to assure prompt and expeditious repairs. For repairs the Contractor will contact the Prosthetic Service and a separate purchase order will then be issued, on a case-by-case basis. Before any repairs are made the Contractor agrees to submit an estimate of charges to the Prosthetic Service.

(iv). Items that are returned, which the Contractor determines to be non-serviceable, will be set aside and tagged for inspection and final determination by VA personnel. A list of all non-serviceable equipment will be prepared by the Contractor, to include serial numbers, and presented to the COR during the quarterly site visit. VA will approve disposition and maintain a copy for VA record. The Contractor will properly dispose of all non-serviceable equipment, in accordance with state and local laws, at no additional cost to the Government.

(8) Repairs: During duty hours, the Contractor agrees to submit an electronic estimate to the Prosthetics Service. Verbal estimates may be accepted if the Contractor is out in the field and is unable to provide an electronic estimate. The verbal estimate shall be followed with an electronic estimate within one business day.

(i) Contractor shall attempt to resolve problems in an initial service call. It is expected that needed supplies for routine repairs shall be taken along to the Veteran’s home so that routine repairs can be accomplished in one (1) visit.

(ii) If work cannot be completed in the initial service call, Contractor shall send the Prosthetics Service, via email, an estimate broken down to include a list of required parts, manufacturer, stock/part number, cost, delivery charge, as well as length of time required for repair.

(iii) For all repairs except emergencies required during non-administrative hours, the Contractor shall receive an order from the Prosthetics Service on the next VA administrative workday prior to performing any work.

(iv) The VA reserves the right to compete all repairs over the micro-purchase threshold for services. The VA also reserves the right to purchase required parts and have them delivered to the Contractor. In the event the Contractor is authorized to provide parts for repair, the Contractor shall provide the part(s) at the Contractor’s cost +15% markup.

(9) Special notifications: All accidents, malfunctions, injuries, death, and equipment recalls related to the provision, delivery and use of durable medical equipment shall be reported immediately (within 24 hours of occurrence) to the Contracting Officer’s Representative (COR) or his/her designee and to the manufacturer of the equipment.

(10). Standard precautions shall always be used when handling all contaminated equipment/items. Gloves shall be worn when handling items soiled with blood and/or bodily fluids. Hands shall be washed before and after visiting each patient and when gloves are removed. Contaminated equipment will be separated from clean equipment.

(11). Source of Information: The Contractor will transact business only with the appropriate offices of VA Medical Center and in no case deal directly with or solicit Veteran patients of the VA. The Contractor shall not recommend to patients, caregivers, and/or family members served under this contract additional products, services, or opinions, nor offer to supply products or services at either participating VAMC or patient’s expense.

(12). Warranty: Contractor warrants all work performed for a period of 30 calendar days. The Contractor will also verify with the manufacturer for warranty coverage for repairs prior to billing VA. The Contractor shall not be compensated by VA or the Veteran for any work performed under warranty.

(13) Incomplete Work: In the event there are unforeseen conditions (e.g. Veteran passes away/moves, acts of God, etc.) after the Contractor has begun authorized work on behalf of the Veteran patient, the Contractor shall immediately inform the Prosthetics Service prior to completion of the work. Prosthetics will determine if work shall be completed, discontinued, or changed at that time, and disposition of equipment and parts shall be determined by the Prosthetics Service. If the Contractor is instructed not to complete the work by the Prosthetics Service, the Contractor shall be reimbursed for the portion of the job that has been completed. The Contractor shall be required to certify to these circumstances for invoicing purposes in lieu of written proof of delivery.

(f). MILEAGE FACTORS: Service delivery and pricing for this contract is based upon mileage from each of the VA Medical Facility locations identified in the Price and Delivery Schedules.

(i). Delivery and pickup mileage will always be calculated between the ordering VA Medical Facility location identified in the Price and Delivery Schedules and Veteran patient’s address, NOT between the Contractor’s physical storage facilities and the Veteran patient’s address.

(ii). If the Veteran patient’s delivery address is anywhere inside a fifty (50) mile radius of the ordering VA Medical Facility location, the delivery or pickup will be at the firm-fixed-price per trip charge specified in the Price Schedule.

(iii). If the Veteran patient’s delivery address is anywhere outside a fifty (50) mile radius of the VA Medical Facility location, the delivery or pickup will be priced at the firm-fixed-price per trip charge specified in the Price Schedule plus the mileage price specified in the Price Schedule for that portion of the trip (one way) that is outside of the fifty (50) mile radius.

(iv). Mileage between the nearest VA Medical Facility location and the Veteran patient’s address will be calculated using the internet site https://maps.google.com The shortest distance between the two addresses will be used for computation.

(v). Computed mileage will be rounded to the nearest whole mile.

(g). ELECTRICAL REQUIREMENTS:

(1). It is the responsibility of the Contractor to ascertain that the electric service in the residence can handle the additional power load caused by installation and use of the equipment.

(2). It is the responsibility of the Contractor to assure the determination of the capability of the electrical service to handle the additional load is made by persons qualified to do so.

(3i). Equipment shall not be delivered/installed to sites where there is improper wiring, outlets, or any other readily visible safety problems. In those cases, the Contractor should abort the delivery and notify the Prosthetic Representative or designee. The Prosthetic Representative or designee will notify the prescribing physician.

(4). If the Contractor installs the equipment under this contract and the electrical service in the residence is not able to handle the load, the repair of all resultant damage will be the sole responsibility of the Contractor.

(h). RIGHTS AND RESPONSIBILITIES: The Contractor shall furnish each Veteran patient with a written statement of Patients’ Rights and Responsibilities. The Contractor shall review the patient rights document with all delivery, setup, and repair personnel to help ensure these rights are honored. The Veteran patient or caregiver will sign the form provided by the Contractor reflecting that rights and responsibilities are understood. This service is included in this contract at no additional charge to the VA.

(i). DME CHECKLIST: The Contractor shall provide a DME Checklist document at the time of each delivery to each VA Veteran patient. This document serves as a place to document the VA Veteran patient signature of receipt of the items being delivered, receipt of manufacturer’s written instruction-in-use, and understanding of how to safely use and care for the equipment. The DME checklist shall include information to the VA Veteran patient regarding procedures to follow in order to contact the VA in the event of emergency services are needed in relationship to delivered equipment. A copy of the DME checklist shall be left with the VA Veteran patient. The Contractor shall provide a signed copy of the DME checklist to the VA Prosthetics Department within 3 business days of completion of work.

(j). POLICIES AND PROCEDURES: The Contractor shall have written policies and procedures to include:

a. Incident Reporting System: A process for notification of equipment hazards, defects, and recalls and an effective written recall plan. This plan shall be available at each Facility and available for CO/COR inspection on demand. All product recalls including required or recommended removal, adjustments or modifications associated with equipment delivered or repaired under this contract shall be reported to the COR, in writing within 24-hours after occurrence. Any items subject to a recall shall be discontinued from use until otherwise authorized by the COR. The Contractor shall provide the following information to the COR within 24-hours after occurrence:

1) A complete item description and identification

2) Administrative identification data including contract number, order numbers and order date

3) Reason for recall, removal, adjustment, or modification

4) Instructions and Contractor recommendations for appropriate corrective action.

b. Contractor shall have in place written procedures for delivery, recovering, receiving, segregating, and cleaning DME which is appropriate to the equipment according to the manufacturer’s instructions, and disinfection of items which are stored/reused. Written procedures shall be in place for disposal of equipment or supplies designed for single Veteran use only, i.e. foam mattress. All equipment shall be labeled or tagged and dated to document such procedure.

c. A process for reporting and resolving patient complaints, which will include a file of the complaints, the steps taken to resolve the complaint and subsequent follow-up of the problem. The complaints registered and the Contractor’s action to resolve them shall be reported quarterly to the Contracting Officer or his/her designee. A report of negative response is required.

d. The Contractor shall maintain a VA Veteran patient account folder in compliance with Privacy Act and Health Insurance Portability and Accountability Act (HIPAA). All Veteran patient files are subject to review by the VA and accreditation surveyors. At a minimum the Veteran patient folder shall adhere to Joint Commission and CMS standards for Veteran record keeping. These folders remain the property of the VA and returned to the VA at the expiration of the contract. This folder shall contain identification of the Veteran, name and telephone number of the family member or authorized caregiver. This folder will include but not be limited to:

1) Documentation of setup and delivery

2) Documentation of Veteran receipt of Veteran rights/responsibilities

3) Documentation of Veteran education and safe home environment to include fire assessment

4) Documentation of plan of service/care

5) Recall plan

6) Assessments

7) Invoices

8) Individualized plan of treatment by Veteran physician or other individual as allowed by law and organization policy

e. The Contractor shall maintain inspection reports of vehicles and various written plans and procedures used in performance of this contract such as:

1) Permits and licenses, as necessary

2) Education training records of personnel, orientation and ongoing

3) Accident and incident reporting

4) Veteran education rights and responsibilities

5) Quality improvement

6) Equipment maintenance

7) Fire and emergency preparedness planning

8) Handling Veteran complaints

9) Universal precautions including personal hygiene, precautions, aseptic techniques and communicable infections

10) Safety and occupational health proceedings

11) Veteran care record, satisfaction, survey, and confidentiality

f. Equipment Maintenance: Contractor shall maintain an equipment management file for all VA-issued equipment. These records shall remain the property of the VA. The folder shall include, but is not limited to:

1) Serial number and model number of the delivered item

2) Any present/prior history of repairs to the item

3) Who currently has possession of the item

4) Documentation of decontamination

(k). QUALITY CONTROL PLAN: Contractor shall maintain an ongoing quality assurance program to objectively and systematically monitor and evaluate the quality and appropriateness of services, resolve identified problems, pursue opportunities for improved Veteran patient care, and provide a self-assessment of compliance with this contract.

(1) Customer Satisfaction Report: The Contractor shall have an ongoing VA-specific Quality Control (QC) program designed to objectively and systematically monitor and evaluate the quality of the DME services provided to Veterans, identify and resolve problems, and pursue opportunities to improve DME services for Veterans. A DME Patient Satisfaction Survey, approved by the Contracting Officer’s Representative, shall be provided to each patient when delivery/pick-up/repair occurs. The Contractor shall keep track of the results for each site and provide the data, trends and comments in a format approved by the VA. A quarterly summary of the QC program and VA Patient Survey shall be submitted to the COR by the 15th workday of each new quarter. Quarters begin October 1; January 1; April 1; and July 1 of each year.

(2) Monthly Inventory Report: Contractor shall establish and maintain a system of control to protect and preserve accountability all Government property. A monthly inventory of equipment in storage shall be submitted to the COR. Monthly inventories must be submitted via email to the COR or designee on or before the 15th workday of each month. This inventory shall include the item description, quantity of items, serial numbers, and condition of the items. The monthly report is independent of the weekly inventory report.

(3) Timeliness Report: The Contractor shall provide the COR at each facility served a monthly timeliness report approved by the COR. The report shall show the purchase order number, date received, type of service (delivery/pick-up/repair), date delivery or repair was completed and identify emergency orders. The report shall include a monthly trend graph that depicts the timeliness of service by month and facility. The timeliness report and graph shall be provided to the COR electronically by the 15th workday of each month.

(4) Periodic Performance Review Report: The Contractor shall maintain acceptable service, reporting systems and quality control that meets the level of Joint Commission standards. Failure to comply with the specified terms and conditions and/or adverse reports from external monitoring agencies that indicate poor quality of care may be grounds for termination of contract. Email and overnight mail notification shall be provided by the Contractor to the COR regarding any adverse action of the Contractor taken by a regulatory agency.

(5) Contract Usage Report: The Contractor shall provide a monthly electronic report detailing contract usage by each VISN 15 facility. The Contract Usage Report shall be provided to the COR electronically by the 15th workday of each month.

(6) Incident Report: The Contractor shall report special incidents found or occurring during a home visit; to include finding patients in need of emergency medical assistance, safety hazards that do not fall into the category of presenting immediate life-threatening danger to the patient or Contractors staff, inability to contact a patient within a reasonable period of time, suspected abuse or neglect of a patient by family members or caregivers, and any other incident meeting the Contractors written policy for incident reporting according to National Accreditation standards. All reports, containing confidential patient information, shall be provided to the COR via encrypted email using a standard encryption scheme, or fax within 24 hours. The Contractor will follow all state and local laws in reporting suspected incidents of abuse or neglect. Life threatening situations shall be reported to the proper authorities immediately. The Contractor shall maintain a file containing all incident reports at its place of business.

(7) Infection Control Report: The Contractor shall collect, trend and report on data related to the Contractor’s Infection Control Program. The Infection Control Report shall be provided to the COR electronically by the 15th workday of each new quarter (Quarters begin October 1; January 1; April 1; and July 1 of each year).

(8) Emergent Patient Safety Reports: The Contractor shall provide the following emergent patient safety reports throughout the contract period (initial notification shall be within one business day of when the Contractor is aware of the event or issues) with a follow-up official report within 5 business days unless specified below.

The Contractor shall inform the COR or their designee of a sentinel event (as defined by Joint Commission) via encrypted email or fax that occurs during the performance of this contract that involves the patients serviced under this contract.

All Veteran patients shall have the right of refusal of service. In the event a patient refuses service or orders the equipment to be removed from the home, the Contractor shall notify the COR or designee by phone. The Contractor shall also report the specifics of the refusal to the COR or designee within 5 business days via encrypted e-mail. If the refusal occurs during a home visit, the Contractor's staff shall notify the COR or their designee of the refusal during the home visit.

The Contractor shall report suspected incidents of patient abuse or neglect. Suspected incidents shall be reported to the COR or their designee, as well as to the adult protective agency. The Contractor shall follow all state and local laws in reporting suspected incidents of abuse or neglect.

The Contractor shall report non-compliant behavior with fire safety guidelines set forth in the patient education and re-assessment material and/or behaviors which pose a risk of self-harm or harm to others. Such behavior shall be reported to the COR or designee during the home visit if the Contractor's staff determines the patient’s non-compliant behavior, within the home environment, is not improving after education on the fire hazard of smoking when on oxygen treatment is provided. Noncompliant behavior and any follow-up actions (i.e. educations) shall be documented and forwarded to the COR or designee within 5 business days via encrypted email.

(l.) VA RESPONSIBILITIES: The VA is responsible for assessment and ongoing assessment of the Veteran patient need for continuation and changes in the services provided. The Prosthetics Department shall submit task orders/purchase card orders to the Contractor for required services. Items requiring setup in the Veteran’s home shall be ordered by Prosthetics and shipped directly to the Contractor’s facility or Veteran’s home when possible. If needed, the purchase request could request the Contractor to pick-up items directly from the VAMC for delivery to the patient’s home. Pickup from the VAMC is included in this contract at no additional charge to the VA.

(m). ORDERS AND PAYMENTS: The Contractor shall accept government purchase card orders against this contract from authorized personnel in the Prosthetic Service from any VA Medical Center or Health Care Center listed in the solicitation. Prosthetic personnel will place orders by the agreed upon method (e.g. telephone, fax, email, etc.). Contractor shall have level II credit card equipment capable of showing appropriate VA assigned Purchase Order number in each charge processed for payment. Charge for each purchase order shall be processed individually; using the provided purchase card account number, referencing the VA assigned Purchase Order number. Under no circumstance shall the Contractor retain any Government Purchase Card information for future authorizations.

(1). The Contractor shall prepare and submit a proper invoice in arrears to the Prosthetics Department. Contractor shall not bill the VA until authorized services are complete except for repairs which are pre-approved as defined in this contract. VA shall not pay for unauthorized repairs.

(2) The invoice and/or attached documentation will show at a minimum:

(i). Veteran patient Name (ii). Authorization number/Purchase Order Number (iii). Date of Service (iv). Point of origin and destination (v). Description and condition (new or used) of each item(s) delivered/picked, to include serial numbers and HCPCS (vi). Instruction in use/care of equipment given to patient/caregiver (vii). Patient’s Rights and Responsibility given to patient/caregiver (viii). Patients/caregiver signature (iv). Charges assessed for the service(s)

(3). Invoices with attachments should be sent to the address specified in the authorization. Attached to each invoice will be a completed Delivery Ticket, signed by the Veteran. Invoices will be provided within 2 business days (48 hours), of charging the purchase card.

(4) The labor rate for repairs pertains to equipment purchased by PSAS for Veteran’s use. This rate is NOT to be used for any requested setups or pickups as these are a flat fee and no additional charge is permitted unless the setup is more complex and will require pre-authorization by the Prosthetics Department.

(5) The routine rate shall be used for routine repairs that need to be completed within 3 business days. The emergency rate shall be used for emergency repairs that need to be completed within 4 hours of request.

(6) Mileage shall be determined using MapQuest and shall be calculated nearest VA Medical Center or Health Care Center listed in the solicitation.

(n). SPECIAL REQUIREMENTS:

(1). Accreditation - The Contractor shall meet or exceed, and continually maintain compliance with, all Joint Commission standards for all services provided herein. The Contractor must submit written documentation of meeting or exceeding all Joint Commission Home Care standards for Durable Medical Equipment, current edition, as part of its technical proposal and updated yearly thereafter. The contractor must be accredited by the Joint Commission, or similar accreditation the meets the Joint Commission standards, and must maintain that accreditation throughout the term of the contract. If contractor receives conditional accreditation or does not meet Joint Commission standards, the VA must receive immediate notification in writing citing the follow-up action plan. If accreditation cannot be met, the VA reserves the right to terminate the contract. Each branch office or distribution point must be nationally accredited and meet Joint Commission standards. Contractor must maintain accreditation throughout the duration of the contract. All prospective Contractors must include with their proposal documentation on how they have met the Joint Commission standards. The Contractor will notify the Contracting Officer of any change in accreditation status within 24 hours. All accreditation and renewals will be provided to the Contracting Officer’s Representative and Contracting Officer.

(2). Contractor personnel:

(i). Contractor’s representatives shall present a professional appearance and adhere to the following as a minimum:

1. An ID badge shall be affixed to clothing above the waist with the Company name, employee name, and photograph to the front and clearly visible.

2. Shoes shall be clean and in good condition (open toe shoes are not acceptable).

3. Shirts and/or blouses shall be uniform and contain the companies name and/or logo.

4. Slacks or khakis shall be worn. Blue jeans are not allowed.

5. Mid-calf dress slacks or trousers shall not be denim, revealing, provocative, spandex or similar tight-fitting fabrics

6. Socks, stockings, or hosiery shall be worn at all times.

7. Skirts shall be at or below knee length.

(ii). The Contractor shall be staffed and have sufficient supplies to render satisfactory and courtesy service at all time to the Veteran patient. The Contractor shall be responsible for the acts and omissions of his/her employees.

(iii). Contractor must have Public Key Infrastructure (PKI capability). This is a combination of hardware, software, policies, and administrative procedures that provides a framework to use PKI cryptography to transfer sensitive data in a secure confidential manner.

(iv). Contractor shall ensure staff is competent in all training, licensure, and competencies for all services under this contract, in accordance with Joint Commission standards.

(v). Contractor employee shall have manufacturer-specific training and competency certification for each brand of durable medical equipment prior to performing work on equipment. Competencies should include at a minimum the following: Invacare, Motion Concepts, Sunrise Medical, Pride, Golden Technology, Drive Medical and Per-Mobil. The VA can request specific competencies at any point throughout the contract.

(viii) The Contractor shall not provide hands-on care, assess patient’s needs, discharge from ordered service, or create plans of care with any Veteran patients.

(3). Contractor Vehicles

(i). All delivery vehicles will be covered and clearly identified with the name of the Contractor on the vehicles.

(ii). Delivery vehicles, if dirty and clean equipment is transported in the same vehicle, will have a clearly demarcated area for clean and dirty items. Contractor’s procedure s for handling the pickup of dirty equipment will meet Joint Commission Standards.

(iii). All delivery vehicles will be licensed and insured in accordance with state/local requirements.

(iv). All delivery vehicles shall maintain a sufficient stock of essential and frequently used parts to facilitate repair in the home, especially repairs of manual/electric beds, Veteran lifts, and specialty mattresses.

(4). Site Visits:

(i). On-site visits (quarterly, unscheduled, or scheduled) will be made by the COR or his/her designee of the Contractor Facility to monitor the Contractor’s performance under this contract. (Attachment B) The Contractor agrees to make available all records and documentation during the monitoring visit. All inspections will be conducted during normal duty hours unless otherwise scheduled. Any deficiencies will be resolved by the Contractor within two weeks of inspection and confirmation of completion will be provided to the COR or delegate.

(ii). Contractor agrees to accept visits by an accrediting body representative or other VA representatives accompanied by the COR or his/her designee necessary to review the contract services provided to the VAMC at no extra cost to the Government.

The Contractor will notify the Contracting Officer of any change in accreditation status within 24 hours.

The answering service shall inform the patient that the Contractor shall call the patient.

(n)(4)

(k)(2)