ESBD_File_350619_Dischared Patient(s) Communication System SOW.pdf

The University of Texas M.D. Anderson Cancer Center (MD Anderson)

Request for Proposal (RFP) Statement of Work (SOW)

Discharged Patient(s) Communication System

CONTENTS

1. GENERAL

2. BACKGROUND

3. OBJECTIVES

4. MINIMUM REQUIREMENTS

4.1. GENERAL

4.2. ADMINISTRATIVE SYSTEM SPECIFICATIONS

4.3. FUNCTIONAL SYSTEM SPECIFICATIONS

4.4. TECHNICAL SYSTEM SPECIFICATIONS

5. PROFESSIONAL SERVICES

6. PRODUCT DEMONSTRATIONS

GENERAL

The University of Texas M.D. Anderson Cancer Center (MD Anderson) requests proposals from qualified and experienced supplier(s) to provide a commercially available discharged patient(s) communication system (“System”). MD Anderson is seeking to acquire a robust System that will incorporate people, processes, and technologies critical to the success of MD Anderson’s mission.

The selected supplier will support MD Anderson’s effort to enhance patient experience, decrease the unplanned readmission rate, and increase patient satisfaction scores.

MD Anderson’s intention is to award one Agreement for this System.

BACKGROUND

MD Anderson launched an Operational Priority (OP) Initiative in 2018 and patient experience was one of the seven OPs. The goal of the OPs was to identify and prioritize initiatives that add greater value to MD Anderson and its patients. Multiple initiatives made the OP-patient experience list, including the Discharge Phone Call Program.

Discharge outreach identifies gaps and barriers in the discharge process that patients face. The selected supplier’s System will complete outreach which will request feedback on specific matters for all eligible patient(s) to ensure that patient(s) have transitioned home safely.

See the below high-level information on the discharged patient(s) communication system’s process:

*Clinical alert: Issues related to medication, treatments, etc.

*Service alert: Complaints and any other non-clinical concerns.

MD Anderson has a need for overall patient satisfaction and reliability throughout the patient experience life cycle.

OBJECTIVES

The engagement objectives shall include but not be limited to:

3.1. Selecting a System that provides robust and streamlined automated outreach to capture discharged patient(s) experience.

MD Anderson will educate patients on the discharge outreach program

Automated outreach will go to patients within 24 hours of discharge

Calls that produce a clinical alert* will be addressed by call center clinician

Calls that produce service alert* will be addressed by advocacy

3.2. Selecting a System that provides reporting capabilities that meet and/or exceed MD Anderson’s expectations.

3.3. Selecting a System that provides multiple language options.

3.4. Selecting a System that provides a secure connection to MD Anderson’s Electronic Health

Record (EHR).

4. MINIMUM REQUIREMENTS

4.1. General

4.1.1. The selected supplier’s System must provide automated outreach to 100% of MD

Anderson’s eligible patient(s).

4.1.2. System must provide phone call(s) and text message(s) automated outreach options after the eligible patient(s) encounter.

4.1.3. The selected supplier and MD Anderson must collaborate to develop and implement survey questions.

4.1.4. System must have capability to generate customizable survey questions by visit type

(i.e. inpatient ER, outpatient surgery, etc.).

4.1.5. The selected supplier and MD Anderson must agree on the frequency of automated outreach to eligible patient(s).

4.1.6. The selected supplier and MD Anderson must agree on the process of the System’s capability if there is no response to the automated outreach from the eligible patient(s).

4.1.7. The selected supplier and MD Anderson must agree on the System’s automated outreach occurring 7 days a week.

4.1.8. The selected supplier and MD Anderson must agree on the occurrence of automated outreach.

4.1.9. The selected supplier and MD Anderson must agree on the management and documentation process of automated outreach alerts.

4.1.10. System must support various language options, including, but not limited to English and Spanish.

4.1.11. System must integrate with MD Anderson’s Electronic Health Record (EHR) (i.e. EPIC) standardizations:

4.1.11.1. Health Level Seven (HL7)- allow connection to selected supplier’s System and documentation of live and automated outreach to eligible patient(s).

4.1.12. System must provide capability to add and remove patient(s) response(s) stemming from automated outreach.

4.1.13. System must have capability to identify and assign eligible patient(s) who need a follow up.

4.1.14. System must have the capability to provide a 30-day inpatient readmission report specific to MD Anderson.

4.1.15. System must have the capability to provide reports on eligible patient(s) participation and alert outcomes by unit (i.e. inpatient emergency center, outpatient units, etc.).

4.1.16. System must have the capability to allow local numbers to connect with phone call(s) outreach (i.e. IVR).

4.2. Administrative System Specifications

Administrative system specifications shall include, but not be limited to the following:

4.2.1. User Management:

4.2.1.1. Allow at least 200 amount of concurrent users, without performance impact, and be configurable and expandable to allow for additional user as requested by MD Anderson.

4.2.2. Capability to authenticate users against an institutionally defined password-protected access.

4.2.3. Capability to give users role-based access.

4.2.4. Ability to customize access to PHI.

4.2.5. Ability to remotely access all data entry and reporting functions.

4.3. Functional System Specifications

Functional system specifications shall include, but not be limited to the following:

4.3.1. System’s ability to connect with patient(s), after discharge, within 24 hours.

4.3.1.1. System’s ability to appropriately capture patient(s) experience(s) during the outreach.

4.3.1.2. System’s ability to track automated outreach, alert(s), and documenting of outcome(s) of such automated outreach.

4.3.1.3. System’s capability to send alert(s) to MD Anderson's identified department(s) and/or personnel.

4.3.2. System’s ability to extract patient information from EHR. Patient information shall include but not be limited to the following:

4.3.2.1. Patient demographics

4.3.2.2. Discharge unit

4.3.2.3. Discharge service

4.3.2.4. Discharge date

4.3.2.5. Readmission tied to previous automated outreach

4.3.3. System’s capability to generate standard and customized reports/documents. The report(s) shall include but not be limited to the following:

4.3.3.1. Trending number of alerts by unit and hospital discharged service and various types of alerts such as medication, care instructions, etc.

4.3.3.2. The resolution time of when an alert was resolved minus the time when the issue was reported.

4.3.3.3. Number of patient(s) answering the automated outreach by unit and service.

4.3.3.4. Patient(s) readmissions

4.3.4. System’s capability to generate version controls of customized reporting/documents.

4.4. Technical System Specifications

Technical specifications shall include, but not be limited to the following:

4.4.1. Flexible, scalable, and able to support multiple processes across the institution, and should be capable of expansion as needed.

4.4.2. System must be commercially available and in general release (not an alpha and beta product).

4.4.3. Ability to support, at a minimum, Google Chrome, Apple Safari and Microsoft Internet Explorer/Edge

4.4.4. Provide secure, web-based user interfaces for all user-facing features.

4.4.5. Capable to support integration with third-party enterprise systems via Application

Program Interface (API) and/or Web services.

4.4.6. Demonstrate high stability, reliability, availability, performance, and security, including backup and archiving with complete audit trail.

4.4.7. Capability to import/export, and upload/download documents and data as needed.

PROFESSIONAL SERVICES

MD Anderson desires the selected supplier(s) to provide a complete catalog of professional and other services to support their proposed System, if available. Such services shall include but not be limited to implementation, integration, training, support, maintenance, etc.

5.1. Implementation Service(s):

5.1.1. Selected supplier(s) shall provide an implementation methodology and approach, including all available implementation service-level options.

5.1.2. Selected supplier(s) shall provide a hierarchy and profile of implementation team members, including assigned tasks and subsequent durations.

5.1.3. Selected supplier(s) shall provide an implementation timetable for training, software maintenance, and technical support.

5.1.4. Selected supplier(s) shall identify the amount of input and resources that MD Anderson will need to provide for implementation and ongoing support/maintenance.

5.2. Customer Service Levels and Support:

5.2.1. Selected supplier(s) shall have support availability options for MD Anderson end users and administrators during normal business hours, and on an as needed, emergent basis.

5.2.2. Selected supplier(s) shall have a comprehensive problem response and resolution methodology. Such problem response and resolution methodology shall identify standard and urgent support hours, methods of reporting problems, methods of providing support, major downtime, etc.

5.2.3. Selected supplier(s) shall have an end user and administrator training methodology and approach including user training, regular user conferences and workshops, and training media (web-based, manuals, etc.).

SUPPLIER PRESENTATIONS/PRODUCT DEMONSTRATIONS

In response to COVID-19 pandemic, on-site supplier presentations/product demonstrations shall be subject to MD Anderson’s recent change in institutional policy to limit on-site visits.

After evaluation of RFP written proposals, MD Anderson will identify a shortlist of proposers for on-site or remote supplier presentations/product demonstrations. In response to COVID-19 pandemic, such supplier presentations/product demonstrations may be held remotely, and specific instructions for remote supplier presentations/product demonstrations shall be provided to the shortlist of proposers.