DRAFT Performance Work Statement - VISN 4 DME.pdf

PERFORMANCE WORK STATEMENT

VISN-04 DURABLE MEDICAL EQUIPMENT

SECTION 1. ACRONYMS and DEFINITIONS

1.1 ACRONYMS

The following are acronyms which may be used in place of full text throughout this Performance Work Statement.

AQL Acceptable Quality Level CAP Corrective Action Plan CDR Contract Deficiency Report CLIN Contract Line-Item Number CO Contracting Officer COR Contracting Officer Representative CPARS Contractor Performance Assessment Reporting System CPR Contract Performance Report DME Durable Medical Equipment DNR Do Not Resuscitate DO Delivery Order FOIA Freedom of Information Act GFP Government Furnished Property HCP Healthcare Personnel HIPAA Health Insurance Portability and Accountability Act of 1996 HME Home Medical Equipment IDIQ Indefinite Delivery Indefinite Quantity JC Joint Commission NFPA National Fire Protection Association OEM Original Equipment Manufacturer PKI Public Key Infrastructure POC Point of Contact PRS Performance Requirements Summary PSAS Prosthetics and Sensory Aid Service PWS Performance Work Statement QC Quality Control QCP Quality Control Plan QASP Quality Assurance Surveillance Plan ROB Rules of Behavior RSNA Rehab Engineer and Assistive Technology Society of North America SER Service Evaluation Report SSN Social Security Number TO Task Order VA Department of Veterans Affairs

VACC Department of Veterans Affairs Community Clinic VAMC Veterans Administration Medical Center VHA Veterans Health Administration VISN Veterans Integrated Service Network

1.2 DEFINITIONS

The following are definitions for words or phrases used throughout this PWS.

1.2.1 Business Days - Monday through Friday weekly excluding holidays and weekends.

1.2.2 Calendar Days - Every consecutive day on the calendar including holidays and weekends.

1.2.3 Contracting Officer (CO) - A person with authority to enter into, administer, and terminate contracts and make related determinations and findings on behalf of the Government. The only individual legally authorized to bind the Government.

1.2.4 Contracting Officer Representative (COR) - An individual, including a Contracting Officer’s Technical representative (COTR), designated and authorized in writing by the Contracting Officer to perform specific technical or administrative functions.

1.2.5 Contractor - A supplier or vendor having a contract to provide specific supplies or service to the Government. The term used in this PWS refers to the Prime Contractor.

1.2.6 Delivery Order (DO) - An order for commodities placed against this established IDIQ contract.

1.2.7 Durable Medical Equipment (DME) - Medical equipment and supplies ordered by a health care provider for everyday or extended use with a durability expectancy of a minimum of three years.

1.2.8 Healthcare Personnel (HCP) - All VA licensed and unlicensed, clinical, and administrative, paid, and unpaid, full, and part-time employees, intermittent employees, fee basis employees, VA contractors, students, researchers, volunteers, and trainees who work in VHA locations.

1.2.9 Joint Commission (JC) - A private non-governmental agency that establishes guidelines for the operation of hospitals and other health care facilities, conducts accreditation programs and surveys, and encourages the attainment of high standards of institutional medical care in the United States.

1.2.10 Quality Assurance Surveillance Plan (QASP) - A written document specifying the methodology to be used to surveil Contractor performance.

1.2.11 Quality Control (QC) - All measures taken by the Contractor to assure the quality of services provided meets contract requirements.

1.2.12 Task Order (TO) - An order for services placed against this established IDIQ contract.

1.2.13 VA Beneficiary - Veteran patient who is recipient of prescribed VA treatment.

SECTION 2. GENERAL INFORMATION

2.1 BACKGROUND:

Veterans Integrated Service Network (VISN) 4 provides delivery, installation, set-up, instruction, repair, and pick-up of VA-owned Durable Medical Equipment (DME), also referred to as Government Furnished Property (GFP), to Veteran beneficiaries’ homes or place of residence. A list of all VISN-04 geographical areas covered under this requirement is provided in ATTACHMENT 1 also labeled “VISN4 DME CATCHMENT

AREAS”.

2.1.1 The Contractor shall be responsible for providing DME services to Veteran beneficiaries serviced by VISN-04 VA Medical Centers’ Prosthetics and Sensory Aid Service (PSAS).

2.1.2 The Contractor shall provide all supplies, materials, equipment, transportation of equipment, set-up, labor, supervision, patient education, safety management, and infection control as necessary, specified herein, and as authorized by the Government.

2.1.3 Due to the regular fluctuation of patients, multiple task orders (TOs) or delivery orders (DOs) may be issued daily.

2.1.4 These services shall be required twenty-four (24) hours a day, seven (7) days a week, including Federal Holidays as listed in Section 2.9 of this PWS.

2.1.5 The Contractor shall be staffed and stocked to render DME services in accordance with all contract terms and conditions for the duration of the performance period.

2.1.6 It is the Offeror’s responsibility to thoroughly review the specifications and become familiar with the area of coverage to be fully aware of the DME requirements.

2.1.7 Lack of understanding will not relieve the offeror from performing in accordance with the strict intent and meaning of the specifications and will not authorize additional cost to the Government.

2.2 PERFORMANCE PERIOD

Base: 10/31/2026 – 10/30/2027

Option Year One (1): 10/31/2027 – 10/30/2028 Option Year Two (2): 10/31/2028 – 10/30/2029 Option Year Three (3): 10/31/2029 – 10/30/2030 Option Year Four (4): 10/31/2030 – 10/30/2031

2.3 TYPE OF CONTRACT

Firm-Fixed-Price Indefinite Delivery Indefinite Quantity

2.4 ORDER FORMAT

2.4.1 Ordering Facility

2.4.1.1 Task orders will be placed by Veteran’s Affairs Prosthetics and Sensory Aid Service (PSAS) representative or Purchasing Agent via email, facsimile, or another electronic format. Each individual task order will describe the deliverables required as well as the inclusive tasks and services.

2.4.1.2 The Prosthetics and Sensory Aids Service (PSAS) representative or

Purchasing Agent shall submit an order and/or call to the Contractor, providing the best possible description of the service to be provided including at a minimum, item or device, make/model, serial number (if available) as well as the problem requiring repair when applicable.

2.4.1.3 Items requiring set-up in the Veteran's home shall be ordered by PSAS representatives or Purchasing Agent and, if not already stocked at Contractor’s facility, shipped directly to the Contractor's facility, or respective VA Medical Center for pick-up and delivery by the Contractor.

2.4.2 Contractor Provided Delivery, Set Up, Installation, Repair, and Equipment Pickup Verification

Unless otherwise agreed to, all work conducted by the Contractor under this contract must be accompanied by delivery tickets or sales slips, provided by the Contractor, and must contain the following information at a minimum:

• Name of Contractor

• Order Number

• Item Name(s)/Number(s)

• Task/Delivery Order Number

• Date of Purchase

• Quantity and Unit Price of Each Item

• Date of Service Requested (i.e. delivery, installation, set-up, pick-up, and/or repair)

2.4.3 Invoices will be submitted to the Prosthetic Department of the respective VA

Medical Center that places the task or delivery order(s).

2.5 AUTHORIZED USERS

Authorized Users refer to the clinical staff or any other authorized medical professionals who are responsible for identifying the need of the patient and making the necessary recommendation in the form of a consult to the Prosthetics Department. The respective PSAS representative or Purchasing Agent will then be responsible for creating the task order (TO) or delivery order (DO) which is then submitted to the Contractor as outlined in Section 2.4, “Order Format” of this PWS.

2.6 VISN-04 AUTHORIZED VA MEDICAL CENTERS

The below table provides the VISN-04 VA Medical Centers who may place orders.

Orders may also be placed through the VA Community Clinics (VACCs) associated with these main VA Medical Centers, encompassing the respective catchment areas as outlined in ATTACHMENT 1, “VISN4 DME CATCHMENT AREAS”.

VISN-04 Medical Centers

Facility Address City State ZIP Altoona (503) 2907 Pleasant Valley

Boulevard Altoona PA 16602

Butler (529) 353 North Duffy Road Butler PA 16001

Coatesville (542) 1400 Black Horse Hill Road Coatesville PA 19320

Erie (562) 135 E. 38th Street Erie PA 16504

Lebanon (595) 1700 S. Lincoln Avenue Lebanon PA 17042

Philadelphia (642) 3900 Woodland Avenue Philadelphia PA 19404

Pittsburgh Heinz Campus (646)

1010 Delafield Road Pittsburgh PA 15215

Pittsburgh University Drive (646)

University Drive C Pittsburgh PA 15240

Wilkes-Barre (693) 1111 E. End Boulevard Wilkes-Barre PA 18711

Wilmington (460) 1601 Kirkwood Highway Wilmington DE 19805

2.7 INVOICING AND PAYMENTS

2.7.1 Proper Invoice

Invoices submitted for payment of services provided under this contract must contain identification of the ordering facility and other substantiating documentation or information as required by the contract. Attached to each invoice will be a completed DURABLE MEDICAL EQUIPMENT DELIVERY CHECKLIST (ATTACHMENT 2) signed by the Veteran.

The invoice shall include:

• Patient Name

• Date of Performance

• Description and Condition (new or used) of item delivered, picked-up, and/or repaired

• Serial number (if applicable)

• Charges assessed for the service(s) provided

• Purchase Order Number assigned by Purchasing Agent

• Quote Number for repair (if applicable)

• Itemized list of any and all parts deemed necessary for repairs (if applicable)

• Invoice Number

2.7.2 Billing

2.7.2.1 The Contractor shall prepare and submit a proper invoice in arrears to the authorizing PSAS representative, Purchasing Agent, and/or Contracting Officer. Contractor shall not bill the VA until authorized delivery, installation, set-up, and repairs are complete. VA shall not pay for unauthorized repairs.

2.7.2.2 Authorization shall be provided to the Contractor with a Purchase

Order, which may have Government purchase card information. If the purchase card information is not included, the Contractor is to contact the authorizing agent for that information upon completion of the work. This purchase card information shall only be used by the Contractor for that specific Purchase Order authorization. Under no circumstance shall the Contractor retain any Government Purchase Card information for future authorizations.

2.7.2.3 Invoices will be provided to the authorizing agent via secure email or fax, within two (2) business days of charging the purchase card.

2.7.2.4 The labor rate for repairs pertains to equipment purchased by PSAS for Veteran beneficiaries’ use.

2.7.2.5 The labor rate is NOT to be used for any requested equipment set-ups or pick-ups as these are a flat fee, and no additional labor charge is permitted unless the setup is more complex and will require preauthorization by the PSAS authorizing agent.

2.7.2.6 The routine rate shall be used for routine repairs that need to be completed within two (2) business days.

2.7.2.7 The emergency rate shall be used for emergency repairs that need to be completed within four (4) hours of request.

2.7.2.8 A report of outstanding, unpaid, or incomplete jobs will be submitted via email to the PSAS representative, Purchasing Agent, COR, and/or Contracting Officer on or before the fifth (5th) workday of each month.

2.7.3 Payment

2.7.3.1 Payments may be made by a PSAS representative, Purchasing Agent, and/or Contracting Officer using either the Government Purchase Card and/or purchase order depending on the invoice amount.

2.7.3.2 Vendor shall have level II credit card equipment capable of showing the appropriate VA assigned Purchase Order number in each charge processed for payment. Charges for each purchase order shall be processed individually; utilizing the provided purchase card account number, referencing the VA assigned Purchase Order number.

2.7.3.3 Payments to the Contractor will be issued following receipt of invoice and acceptance of services.

2.8 ADMINISTRATION

On behalf of the Contracting Officer, the COR is responsible for the general administration of contract terms, review and acceptance/denial of all deliverables, and technical direction required under said orders. The PSAS representatives or Purchasing Agents at each facility will serve as the Government point of contact (POC) concerning information exchange, submission review, and payment.

Nothing stated by the PSAS representative, Purchasing Agent, or COR shall be construed to change contract requirements unless supported in writing in advance by the CO.

2.9 FEDERAL HOLIDAYS

There are eleven (11) Federal holidays set by law (USC Title 5 Section 6103) that VA follows:

Under current definitions, five are set by date:

New Year's Day January 1st Juneteenth June 19th Independence Day July 4th Veterans Day November 11th Christmas Day December 25th

If any of the above falls on a Saturday, then Friday shall be observed as a holiday.

Similarly, if one falls on a Sunday, then Monday shall be observed as a holiday.

The other six are set by a day of the week and month:

Martin Luther King's Birthday Third Monday in January Washington's Birthday Third Monday in February Memorial Day Last Monday in May

Labor Day First Monday in September Columbus Day Second Monday in October Thanksgiving Fourth Thursday in November

SECTION 3. SCOPE OF WORK

3.1 CAPABILITY

3.1.1 Veterans Integrated Service Network (VISN) 4 Healthcare possesses the need to enter into a Fixed Price Indefinite Delivery Indefinite Quantity (IDIQ) Contract with Joint Commission (JC) or equivalent Certified Contractors to provide storage, delivery, set-up, instruction-in-use, repair, and pick-up of Government Furnished DME, in accordance with all terms, conditions, provisions, specifications, and schedules herein. A list of DME is included as ATTACHMENT 6, also labeled “VISN4 DME ITEMS TO BE STORED, DELIVERED, INSTALLED, SET-UP, PICKED UP, AND REPAIRED”. This list is not all-inclusive and is subject to change based upon the need of the Government.

3.1.2 In the event the Contractor is unable to deliver the required services in accordance with the Government's required delivery schedule, the VA reserves the right to obtain services from an alternate vendor.

3.1.3 The Contractor must be capable of performing contract compliant DME

Services, as stated in this PWS, to all Veteran beneficiaries located in, but not limited to, the Catchment Area Counties as outlined in this PWS and

ATTACHMENT 1, “VISN4 DME CATCHMENT AREAS”.

3.1.3.3.1 Due to the unique geographic location of the catchment counties for the Wilmington, DE VA Medical Center, the Contractor must have a facility in place which would ensure the capability to perform the required services to be rendered as outlined in this PWS, especially when considering urgent requests.

3.1.4 Deliveries and/or pick-ups shall be made at such times and in such quantities as specified by the VA Medical Center PSAS representative, Purchasing Agent, and/or Contracting Officer (CO). Contractors must meet Joint Commission Standards or equivalent to the services provided under this contract. Joint Commission standards can be found at http://www.jointcommission.org/.

3.1.5 The Contractor must have delivery, set-up, installation, pick-up, and repair capabilities to perform work outlined in this contract within the geographic area of any major site or catchment area the contractor shall quote on.

NOTE: New clinics and respective catchment areas associated with major sites may be added during the life of this contract.

http://www.jointcommission.org/

3.1.6 Contractor must offer services for each catchment area within a major site, but the Government reserves the right to award by catchment area if it feels it is in the best interest of the Veteran beneficiaries and the Government.

3.1.7 Major sites and respective catchment areas are defined in ATTACHMENT 1, “VISN4 DME CATCHMENT AREAS”.

3.2 CONTRACTOR CERTIFICATIONS/STANDARDS, INSPECTIONS, AND MANUALS

3.2.1 Although the Contractor is not required to be Joint Commission (JC) accredited for Home Care, it is required that the Contractor meet or exceed the Joint Commission standards regardless of accreditation status.

3.2.2 All initial and follow-up care provided under this contract shall be provided in accordance with all current Joint Commission (JC) standards for Home Care.

3.2.3 If the Contractor is surveyed by the JC or any accreditation body during the contract term, the Contractor shall notify the Contracting Officer (CO) or designee in writing of survey date, the outcome of the survey, and provide copies of any new certificates as issued. If any accreditation is revoked or citations received by local, state, or federal entities during the performance period covered by the contract, the Contractor shall notify the CO or designee.

3.2.4 PSAS representatives, CO, and/or COR shall be notified if a subcontractor is utilized.

3.2.5 Any and all subcontractors must follow JC standards and shall be monitored by the Contractor for compliance.

3.2.6 Contractor facilities may be inspected by the Government prior to the contract award.

3.2.7 The Contractor’s comprehensive procedure manual shall become part of this contract. The manual shall include, but not be limited to:

• delivery, installation, set-up, training-in-use

• infection control

• safety

• patient rights and responsibilities

• inventory

• employee training (to include age specific)

• competency records and performance improvement

• Contractor shall be required to have a DO NOT RESUSITATE (DNR) policy in accordance with State Regulations. A copy of the DNR policy shall also become part of this contract.

3.3 CONFORMANCE STANDARDS

Contractor shall provide services and materials to ensure that the equipment functions in conformance with the latest Federal and VA requirements and specifications as applicable. The equipment shall be maintained such that it meets or exceeds the performance specifications as established in the OEM’s technical specifications.

Additional performance specifications that exceed the OEM’s specifications shall be specified in writing by the VA.

3.4 CONTRACTOR PERSONNEL

The Contractor must not employ persons for work on this contract if such employee is considered by the CO or COR, to be a potential threat to the facility’s operational mission or the health, safety, security, general well-being of the VISN-04 VAMC’s employees, facility population, and all Veteran beneficiaries, both in the facilities as well as in their respective home or place of residence.

3.4.1 Attire: All employees must wear Contractor provided uniforms or comply with

Contractor’s dress code which must include pants, shirts or blouses, and protective clothing when applicable. The dress code must be the same color or color combinations for all Contractor employees and distinguishable from VAMC staff and facility population. All apparel, whether uniform or dress code requirements, will be worn as designed by the manufacturer. Open toe shoes or sandals will not be worn. A leather shoe covering the entire foot is recommended. All personnel will display a Contractor provided identification badge while on station. The badge must indicate the employee’s name and the name of the Contractor and must be attached to employee clothing at chest level.

3.4.2 Appearance: Contractor personnel must be clean and present a neat appearance. Hair must be neatly trimmed and combed.

3.4.3 Employee Training: The Contractor is responsible for providing personnel of an adequate skill and educational level. Personnel must maintain their skill and education levels throughout contract life. Personnel selected by the Contractor must have the necessary education and training to perform the requirements of the contract prior to reporting to work. Training is to be completed and annotated on ATTACHMENT 3, also labeled “VISN4 DME CONTRACTOR TRAINING REPORT”, and submitted to the COR.

Respective certificates will be submitted in conjunction to ATTACHMENT 3.

3.4.4 Solicitation: Contractor shall not solicit from beneficiaries of the VA.

3.5 ACCESSIBILITY

Pass and badge requirements may vary amongst the VISN-04 facilities. To ensure compliance, the Contractor must obtain facility requirements from the respective PSAS representative prior to work commencement. The Contractor must comply with all registering, credentialing, and identification procedures when entering any VA owned or controlled property, to include but not limited to, pre-registering and submitting a fee for credentialing to any third-party vendor(s) used to register, schedule, and identify contracted service providers.

3.6 INFECTION CONTROL POLICY, FLU IMMUNIZATION, EMERGENCIES, HEALTH

PANDEMICS, AND BACK-UP SYSTEMS

3.6.1 Infection Control Policy

Contractor must comply with all Infection Control Policy, Tuberculosis Surveillance Policy, and Infectious Disease Policy. Guidance and policy requirements will be provided by the CO or COR and the facility’s Infection Prevention and Control Office. Costs incurred to establish and maintain Contractor compliance will be borne by the Contractor.

3.6.2 Flu Immunization

3.6.2.1 VHA Directive 1192.01 requires all healthcare personnel (HCP) to participate in seasonal influenza prevention programs and outlines the key implementation steps. HCP are defined as all VA licensed and unlicensed, clinical, and administrative, paid, and unpaid, full, and part-time employees, intermittent employees, fee basis employees, VA Contractors, students, researchers, volunteers, and trainees who work in VHA locations. HCP covered by the policy are expected to receive annual influenza vaccination. Those HCP unable or unwilling to be vaccinated are required to wear a face mask throughout the influenza season. Masks are available at entrances throughout the medical center.

3.6.2.2 It is the responsibility of the Contractor to ensure that all contract staff is compliant with the requirements outlined in VHA Directive 1192.01.

The Contractor shall maintain the following documentation:

• Documentation of vaccination, e.g., signed record of immunization from a health care provider or pharmacy, or a copy of medical records documenting the vaccination.

• Completed Health Care Personnel Influenza Vaccination Form (Appendix B of VHA Directive 1192.01) if unwilling or unable to receive the vaccine.

3.6.2.3 The Contractor is required to submit annual certification to the CO or COR confirming that all contracted staff performing services at VA facilities and Veteran beneficiaries’ homes or places of residence, are in compliance with VHA Directive 1192.01. This is to be documented on ATTACHMENT 3, also labeled “VISN4 DME CONTRACTOR

TRAINING REPORT”.

3.6.3 Emergencies, Health Pandemics, and Back-Up Systems

3.6.3.1 The Contractor shall have a well-established communication system, providing twenty-four (24) hour-a-day emergency services and the ability to provide services at the beneficiary's home within a maximum of four (4) hours of notification.

3.6.3.2 The Contractor shall have an emergency preparedness plan in place designed to provide the appropriate continuing level of care and support in the event of an unexpected interruption to VA beneficiary services. A copy of this plan must be submitted to the VA and approved prior to implementation of contract services.

3.6.3.6 Contractor is to confirm receipt of delivered equipment and supplies with the patient and document on DURABLE MEDICAL EQUIPMENT

DELIVERY CHECKLIST (ATTACHMENT 2).

3.7 DATA SECURITY

3.7.1 The Contractor shall comply with applicable VA Information Security requirements and shall abide by all applicable security and confidentiality requirements as set forth by HIPAA.

3.7.2 All VA Contractors shall complete and return the signed Rules of Behavior

(ROB) prior to handling any patient’s sensitive information. All VA Contractors will also comply with Privacy and HIPAA training, as well as any other additional required training as needed.

3.7.3 All training for each individual Contractor employee will be completed and annotated on ATTACHMENT 3, also labeled “VISN4 DME CONTRACTOR TRAINING REPORT”, and submitted to the COR. Respective certificates will be submitted in conjunction to ATTACHMENT 3.

3.7.4 The Contractor shall be responsible for properly protecting all information used, gathered, or developed as a result of work under this resulting contract.

In addition, the Contractor shall protect all Government data by treating the information as sensitive.

3.7.5 Sensitive but unclassified information, data, and/or equipment will only be disclosed to authorized personnel as described in the Task/Delivery Order.

The Contractor shall ensure that appropriate administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, and/or equipment is properly protected. When no longer required, this information, data, and/or equipment shall be returned to Government control; destroyed; or held until otherwise directed by the Contracting Officer.

3.8 ADDITIONAL TERMS AND CONDITIONS

3.8.1 Copies of all relevant permits, licenses, and certifications inclusive of any sanctions, current or pending throughout the United States of America, must be supplied to each VA Medical Center identified in the solicitation. These documents must be updated immediately by providing current certificates as they become available throughout the life of the contract.

3.8.2 At the Government’s request, the Contractor shall participate in a kickoff meeting via teleconference within ten (10) days of issuance of a task/delivery order under this established contract.

SECTION 4. PERFORMANCE REQUIREMENTS - SPECIFIC TASKS, CONTRACTOR

RESPONSIBILITIES, AND DELIVERABLES

Task 4.1 Hours of Operation, Emergency and Non-Duty Hours

4.1.1 Hours of Operation

Contractor shall maintain business hours of operation at the Contractor’s facility between 8:00 a.m. and 5:00 p.m., local time, Monday through Friday, excluding Federal holidays.

4.1.2 Emergency and Non-Duty Hours

On occasion, there may be a need for emergency services during non-duty hours. Emergency services may be requested by an PSAS representative or Purchasing Agent for delivery and set-up of VA stock equipment.

4.1.2.1 The Contractor shall have a well-established communication system providing twenty-four (24) hour-a-day emergency services.

4.1.2.2 In addition to weather and health pandemic emergencies, an

“emergency” is considered an event which would pose any risk of serious property damage or health and safety hazards to the Veteran beneficiary.

4.1.2.3 If an answering service is used to take emergency calls after hours, and during weekends, the answering service shall inform the patient that the Contractor will call the patient within one (1) hour. The

Contractor shall respond to the patient by telephone within one (1) hour of the initial patient call.

4.1.2.4 The Contractor shall provide emergency repair or delivery services within four (4) hours of notification, or if there is a safety issue that requires resolution prior to the next business day.

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

4.1.2.6 In the event an emergency repair is required, Contractor has authorization for such repair, not to exceed $500 per occurrence.

Repairs above the preauthorized amount must have authorization of the PSAS representative, Purchasing Agent, and/or Contracting Officer.

4.1.2.7 Repairs shall not be authorized for convenience or situations where there was no safety issue necessitating an immediate repair.

4.1.2.8 The Contractor shall submit a proper invoice along with the circumstances of the emergency repair/service to the respective PSAS representative, Purchasing Agent, Contracting Officer, and/or COR on the first (1st) business day following the emergency repair or service.

Task 4.2 Delivery, Installation, Set-Up, Pick-Up, and Repairs Orders

4.2.1 All deliveries, installations, set-ups, pick-ups, and repairs are to be accomplished by the nearest Contractor location to the Veteran beneficiaries’ residence.

4.2.2 VA service zones include the VA Medical Centers, VA community clinics, and surrounding areas they service listed in the scope of this contract as outline in ATTACHMENT 1, “VISN4 DME CATCHMENT AREAS”. The Contractor must have delivery, installation, set-up, pick-up, and repair capabilities to perform work outlined in this PWS and submitted in the offer.

4.2.3 The Contractor shall pick-up all equipment delivered to the VA Medical Center warehouse when notified by the PSAS representative.

4.2.3.1 CLIN 0009 in the price schedule reflects the rate for patient-specific equipment pick-up at designated VA Facility for Contractor storage until scheduled delivery to Veteran can be arranged.

4.2.4 The Contractor shall contact the Veteran beneficiary to arrange an appointment for services the same day for emergency and within two (2) business days for routine requests. If the request is to be completed in the Veteran’s home or place of residence, the Contractor shall provide the Veteran a minimum of a four (4) hour window of time when the Contractor will arrive at the residence.

4.2.5 Upon receipt of dropped shipped or VA stocked items, the Contractor shall complete the delivery/set-up, pick-up, or repairs as follows:

Emergency orders: Within four (4) hours of receipt of order or required VA ordered equipment and from the day and time confirmed with the Veteran.

Routine: Within two (2) business days of receipt of order or required VA ordered equipment and from the day and time confirmed with the Veteran.

4.2.6 In the event the Contractor is unable to complete the request, they shall inform the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR via email that same day. In the event the aforementioned personnels’ email is unavailable, notification shall be made by telephone to the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR the next official business day.

4.2.7 For invoicing and payment remittance purposes, in the event a requested emergency order is not completed within the required hours as outlined in Section 4.2.5, the orders shall be billed as routine if completed within two (2) business days.

4.2.8 The Contractor shall provide education, training, and instructions to each

Veteran beneficiary at the time of delivery, installation, set-up, or repair. This information is to be presented verbally, in demonstration, and in addition, the material covered shall be left with the beneficiary and/or caregiver in written English format.

4.2.8.1 In the event English is not easily understood, the PSAS representative POC, shall be notified to facilitate hospital translator services.

4.2.8.2 The Contractor shall provide written and oral instruction to the beneficiary at a clearly understandable level of reading and in an easily read font acceptable to the VA. The acceptable standards of writing can be found at:

Plain Language - U.S. Department of Veterans Affairs https://department.va.gov/plain-language/

VA.gov content style guide - VA.gov Design System https://design.va.gov/content-style-guide/

4.2.8.3 Prior to starting services under this contract, the Contractor shall https://department.va.gov/plain-language/ https://design.va.gov/content-style-guide/ provide to the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR, an electronic copy of the educational packet to be utilized with Veterans. These documents shall be approved by the Government before starting services under this contract.

4.2.8.4 The Contractor shall also provide to the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR, an electronic copy of any proposed revisions, additions, or deletions to the educational packet throughout the course of the contract for review and concurrence.

4.2.8.5 Emergency instructions for manual operation of hospital beds shall be laminated on a card and affixed directly to the hospital beds.

Where laminated cards are not available, the owner's manual will be sufficient. When an emergency call is made, Contractor may trouble shoot via telephone.

4.2.8.6 The Contractor shall provide an Equipment User Guide for the specific equipment issued. This shall include basic operation instructions such as connection, removal, emergency procedures, care and maintenance, equipment-specific safety precautions, and the Contractor and VA telephone numbers that should be used for equipment service and/or repairs.

4.2.8.7 In addition to all required education and training, the Contractor shall provide the Veteran beneficiary with a local or toll-free telephone number printed on labels in large, easily readable font that the Contractor shall affix directly to the equipment and equipment user guide document.

4.2.9 For all delivery, installation, set-up and repair orders, the Contractor shall provide and review the following documents with the Veteran:

• ATTACHMENT 2 - DURABLE MEDICAL EQUIPMENT DELIVERY

CHECKLIST

• ATTACHMENT 4 - PATIENT RIGHTS RESPONSIBILITIES

• ATTACHMENT 5 - PATIENT SATISFACTION SURVEY

4.2.9.1 The Contractor is responsible for maintaining a copy of all documentation in the Veteran’s file.

4.2.9.2 All or any part of the delivery documentation may be requested by the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR upon request or routinely for all Veteran beneficiaries.

4.2.10 All repair orders are to be conducted in conformance with Task 4.5, “Repair

Estimates”, of this PWS.

4.2.11 If authorized repairs cannot be completed at the Veteran's residence, the

Contractor may take the equipment to their facility, make the required repair(s), and return item to Veteran's residence as soon as possible. If possible, loaner equipment equal to the device in repair and approved by the requesting clinician, will be provided to the Veteran.

4.2.12 The Contractor shall inform the PSAS representative, within one (1) business day, if the Veteran no longer lives at the address on file, provided to the Contractor by PSAS representative.

Task 4.3 Environmental Assessment

When equipment is delivered to a Veteran's home, the contractor shall review on-site environmental conditions including but not limited to electrical connections, if powered equipment is delivered, and observation of any fire/safety hazards.

4.3.1 The environmental assessment includes addressing basic home safety, safe and appropriate use of equipment, handling, cleaning, storage, universal precautions, ensuring the environment permits safe operation of equipment, noting observable fire or safety hazards, and providing appropriate patient education related to fire/safety hazards.

4.3.2 If environmental or safety issues prevent safe operation of existing or new equipment, the Contractor shall not leave the equipment, and shall notify PSAS within one (1) business day of occurrence.

4.3.3 VA shall work with the patient to abate the condition preventing safe operation and use of the equipment.

4.3.4 Contractor staff shall note, on ATTACHMENT 2, “DURABLE MEDICAL

EQUIPMENT DELIVERY CHECKLIST”, any deficiencies.

Task 4.4 Incomplete Work and Notification of Delays

4.4.1 If there are unforeseen conditions (i.e. Veteran relocates or becomes deceased) after the Contractor has commenced authorized work, the Contractor shall immediately inform the respective PSAS representative prior to completion of the work. PSAS will then determine if work shall be completed, discontinued, or changed at that time, and disposition of equipment and parts shall be determined by the PSAS representative.

4.4.2 If the Contractor is instructed by the PSAS representative to discontinue the work, 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.

4.4.3 The Contractor shall notify the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR via e-mail showing cause in the event they are unable to deliver the required services in accordance with the Government's required delivery date.

4.4.4 In the event the PSAS representative, Purchasing Agent, Contracting Officer, COR, or Contractor's e-mail is not functioning, notification shall be made by telephone to the PSAS representative, Purchasing Agent, Contracting Officer, or COR, and/or overnight mail within one (1) calendar day of the occurrence.

Task 4.5 Repair Estimates

4.5.1 Prior to initiating work on any repair requests, with exemption to emergencies required during non-duty hours, the vendor must first receive, from the Government, VA Form FL 10-90, Request to Submit Quotation, included as ATTACHMENT 10, also labeled “VISN4 DME VA FORM FL 10-90 REQUEST TO SUBMIT QUOTATION”, indicating the need to obtain an estimate for repair costs.

4.5.1.1 Upon receipt of ATTACHMENT 10, “VISN4 DME VA FORM FL

10-90 REQUEST TO SUBMIT QUOTATION”, the Contractor is then authorized to contact the Veteran to obtain any additional, necessary information, and to schedule an appointment for repair evaluation.

4.5.1.2 Contractor is expected to submit the estimate within five (5) business days from the date of issuance of VISN4 DME VA

FORM FL 10-90 REQUEST TO SUBMIT QUOTATION

(ATTACHMENT 10).

4.5.1.3 Upon estimate approval by the VA Approving Official, PSAS will prepare and issue a purchase order which serves as authorization to commence work.

4.5.2 During duty hours, the Contractor agrees to submit an electronic estimate to the PSAS representative, Purchasing Agent, and/or Contracting Officer as outlined in Task 4.5.1. Verbal estimates may be accepted if the Contractor is out in the field and is unable to provide an electronic estimate at that time.

The verbal estimate shall be followed with an electronic estimate within one

(1) business day.

4.5.3 Contractor shall attempt to resolve problem in first service call. It is expected that needed supplies for routine repairs shall be taken along to the Veteran's home or place of residence so that simple repairs can be accomplished in one (1) visit.

4.5.4 If work cannot be completed in the initial service call, Contractor shall send, via email to the PSAS representative, an estimate broken down to include list of required parts showing manufacturer and stock/part number for each item to include the delivery charge as well as length of time required for repair. In the event the PSAS representative, Purchasing Agent, Contracting Officer, COR, or Contractor's email is not functioning, notification shall be made by telephone to the Purchasing Agent, Contracting Officer, and/or overnight mail within one (1) calendar day of the occurrence.

4.5.5 The VA reserves the right to purchase required parts and have them delivered to the Contractor.

Task 4.6 Storage

4.6.1 Contractor to provide a secure, contained area, with adequate space, for the storage of Government-owned supplies and equipment covered under this

4.6.2 The storage space shall be adequate for the storage of Government-owned equipment in an efficient and orderly manner to avoid damage to the equipment.

4.6.3 Storage area must conform to all applicable State, Local and National Fire

Protection Association (NFPA) Codes.

4.6.4 The storage area shall be climate controlled throughout the year relevant to proper temperature and humidity for the equipment being stored.

4.6.5 Contractor shall provide adequate storage for VA and beneficiary items at

Contractor facility at no additional charge to the VA. These costs should be taken into account when submitting the bid for services covered within this

4.6.6 The storage requirements may vary for each VA Medical Center facilities’ respective catchment area and may be adjusted based on the need of the Government, throughout the life of this contract, in order to meet the needs of the Government.

4.6.10 The Contractor shall provide a clean, separate, and secure storage area for all VA owned equipment and supplied apart from all other contractor-owned equipment and supplies.

4.6.11 The Contractor shall store all VA owned items in an orderly arrangement, to allow for ready access to any item.

4.6.12 The Contractor shall insure that “Clean” and “Dirty” areas are kept separate, and shall divide VA storage space into three (3) areas with the following designations:

• Pending Assessment

• Pending Repair

• Ready for Issue

4.6.13 Below is an estimated amount of storage space required by each major site:

VISN-04 Medical Centers

Facility

Address

City

State

ZIP

REQUIRED

STORAGE

Altoona (503) 2907 Pleasant Valley Boulevard Altoona PA 16602 2,000 Sq. Ft.

Butler (529) 353 North Duffy Road Butler PA 16001 1,500 Sq. Ft.

Coatesville (542) 1400 Black Horse Hill Road Coatesville PA 19320 1,500 Sq. Ft.

Erie (562) 135 East 38th Street Erie PA 16504 1,500 Sq. Ft.

Lebanon (595) 1700 S. Lincoln Avenue Lebanon PA 17042 2,500 Sq. Ft.

Philadelphia (642) 3900 Woodland Avenue Philadelphia PA 19404 2,500 Sq. Ft.

Pittsburgh (646) University Drive C Pittsburgh PA 15240 2,500 Sq. Ft.

Wilkes-Barre (693) 1111 East End Boulevard Wilkes-Barre PA 18711 2,500 Sq, Ft.

Wilmington (460) 1601 Kirkwood Highway Wilmington DE 19805 2,500 Sq. Ft.

Task 4.7 Inventory

4.7.1 Contract Commencement, Completion, and Transition of Government- Furnished Property Inventory

Upon commencement as well as completion of this contract, Contractor and PSAS Representative and/or Logistics personnel shall jointly inventory all Government-owned equipment.

4.7.1.1 Commencement inventory shall take place at the prior Contractor's location for each zone or facility and an inventory document list shall be signed by all parties.

4.7.1.2 This inventory shall include item description, model/stock number, serial number, quantity, and condition. Condition shall be considered:

• New

• Good

• Fair

• Poor

4.7.1.3 Subsequent to inventory mentioned above, it is the responsibility of the new Contractor to pick up all Government-owned equipment and supplies from the incumbent Contractor.

4.7.1.4 The cost for the transition of inventory shall not be a designated separate charge; it is anticipated that the transition expenses incurred will be factored into the overall proposal.

4.7.2 Regular Inventory Practices

The Contractor shall provide a current inventory document list of Government-Furnished Property (GFP) in its possession biweekly to the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR.

4.7.2.1 This current inventory document list will contain the same information as the initial document list, and be submitted electronically to the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR.

4.7.2.2 Inclusive with the current inventory list and new/non-delivered inventory list, the Contractor is to provide a wheelchair checklist to include the make, model, serial number, seat depth, seat width, back height, and wheelchair width. In addition, whether the chair has elevating or fixed leg rests, or removable or fixed arm rests, manual and/or power chair features.

4.7.2.3 Contractor shall establish and maintain a system of control to protect and preserve all Government furnished property. Items to be stored, delivered, installed, set-up, picked up, and/or repaired are listed on

ATTACHMENT 6, “VISN4 DME ITEMS TO BE STORED,

DELIVERED, INSTALLED, SET-UP, PICKED UP, AND

REPAIRED”. This list is not exclusive and will change based on the need of the Government.

4.7.3 Replenishment of Inventory

Orders for replenishment of stock, or items to be delivered to Veteran beneficiaries, shall be placed throughout the year by the VA facilities.

4.7.3.1 The Contractor must notify the PSAS representative, Purchasing

Agent, Contracting Officer, and/or COR within one (1) business day of receipt of such orders, by providing the packing slips via electronic copy.

4.7.3.2 If packing slip is not available, Contractor will provide the purchase order number, date received, items received, and quantity.

4.7.3.3 Contractor shall NOT accept equipment or items that are damaged, and shall contact the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR immediately or as soon as possible to notify of damaged equipment.

4.7.3.4 Original copies of delivery invoice(s) and/or packing slip(s) must be sent to the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR.

4.7.3.5 All items that are VA property must be tagged as such and display the item description, make, model, item number and serial number of the item.

Task 4.8 Site Visits and Inspections Initiated by the Government

4.8.1 Prior to contract award, the Contractor's facility shall be subject to inspection and approval by representatives of the VA.

4.8.2 If warehouse is acquired after award, it may be inspected by the Government for approval prior to use for storage of VA equipment.

4.8.3 The VA reserves the right to inspect the Contractor’s facilities at any time during the term of this contract for the purpose of monitoring Contractor performance with all contract requirements.

4.8.4 Inspections shall be conducted by PSAS representatives, Purchasing Agents, Contracting Officer, and/or COR, and may be scheduled in advance or unannounced.

4.8.5 All inspections will be conducted during normal duty hours unless otherwise scheduled.

4.8.6 During the site visits, VA may review all information on employees providing service under this contract.

4.8.7 All training, licensure, and competency files must be maintained at each branch for which the respective employee works, in addition to the central office for employees providing service under this contract.

4.8.8 The Contractor agrees to make available all records and documentation necessary during the monitoring visits as requested by the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR.

Task 4.9 Inspections Initiated by The Joint Commission or Equivalent Accreditation Organization

As part of the hospital Joint Commission Accreditation process, the Contractor will be subject to inspections by The Joint Commission or an equivalent accreditation organization.

4.9.1 If the Contractor fails to meet the required standards, the contract may be terminated.

4.9.2 The PSAS representative, Purchasing Agent, Contracting Officer, and/or COR must receive immediate notification of any return visits by the JC or equivalent accreditation organization, and written documentation of all findings within thirty-six (36) hours following the visit.

4.9.3 The aforementioned applies to any Subcontractor or branches performing work under the terms of this contract.

4.9.4 Prime contractors are responsible for ensuring that Subcontractors performing under this contract shall meet JC Accreditation or equivalent standards and maintain those standards throughout the duration of this

Task 4.10 Employee Training, Licensure, and Competencies

Contractor is responsible to ensure staff is competent in all training, licensure, and related competencies for all services under this contract, in accordance with Joint Commission Home Medical Equipment (HME) Standards or equivalent.

4.10.1 All training for each Contractor employee will be annotated on ATTACHMENT

3, “VISN4 DME CONTRACTOR TRAINING REPORT”, accompanied by respective documentation or certificates as applicable.

4.10.2 Contractor employees shall have manufacturer-specific training and competency certification for each brand of durable medical equipment prior to performing work on equipment.

4.10.3 Potential offerors are required to provide proof of competency on any major

DME brands that are placed on future National Acquisition Contracts.

4.10.4 The Contractor shall meet all Federal, State, and Local Fire and Life Safety codes.

4.10.5 The Contractor shall be responsible for the acts and omissions of Contractor employees, subcontractors, or satellite offices and its’ employees.

4.10.6 When any services under this contract are not provided directly by an employee of the Contractor (i.e., subcontractor), the Contractor shall have a written agreement with the subcontractor defining the nature and scope of services provided.

4.10.6.1 The written agreement shall stipulate that the contracted individual or organization shall adhere to organization policies, including personnel (qualifications, licenses, competencies, etc.) compliance with Joint Commission standards or equivalent.

4.10.6.2 Aforementioned documentation shall be on file at the location of branch where staff are providing services during VA site visits.

4.10.6.3 Subcontractors are required to adhere to the requirements of this

Task 4.11 Handling, Cleaning, and Disinfecting of Equipment

The Contractor shall have written policies governing equipment handling and cleaning in accordance with Joint Commission standards or equivalent. The Contractor shall inform the Contracting Officer or COR and obtain approval before making any changes in policies and practices governing equipment handling and cleaning.

4.11.1 Returned equipment that the Contractor has been authorized by PSAS to pick up, shall be inspected and tested for satisfactory operation.

4.11.2 Contractor shall notify PSAS if the equipment is serviceable and economically feasible to repair or refurbish for reissue.

4.11.3 Any items identified by the Contractor or PSAS as unserviceable or uneconomically repairable shall be reported to the PSAS representative, Purchasing Agent, Contracting Officer, and/or COR for specific disposal instructions.

4.11.4 The Contractor is required to disinfect all used durable medical equipment in storage prior to delivery, all durable medical equipment being returned to inventory after use, and all equipment…