Attachments.pdf

Scope of Work

GoShadow training

Chinle Service Unit‐ 2019

Description of the work to be performed: In the process of improving Customer Service, we would like to use shadowing to identify gaps and inefficiencies in patient care. Real time observation of processes is an organized, structured method to capture qualitative and quantitative data. Shadowing provides new perspectives not usually seen in a care delivery system.

Background: Customer service is and has been a big concern for our service unit, our strategic initiatives include patient and staff satisfaction, assuring a customer‐focused staff, and patient centered care. GoShadow can aid in the gathering of ‘Patient perception’ data and we can use shadowing as a tool to unearth data for processes to know that what we are doing is leading to improvement. This process can be used with internal and external customers and processes.

Location of work: Chinle Comprehensive Health Care Facility, Hwy 191 and Hospital Rd, Chinle AZ

86503

Period of Performance: 30‐60 days after award

Deliverable/Schedule: 6 month pilot initiative for Primary Care Outpatient Clinic and Pharmacy

2 pilot projects‐ Patient experience and Pharmacy processes

2 two day face to face meetings

Twice monthly 1 hr. collaborative training coaching calls

GoShadow support to be provided electronically or on coaching calls

Coach staff to re‐shadow as a process measure

Provide detailed process maps, and template for data analysis

Performance Standards/Requirements: Measures:

Outcome‐

Time stamps of processes

Improvement shown with ‘Patient Perception data’

Process:

# of patients shadowed

Line Item Description Qty Unit Extended Price

1 Professional consultant services to shadow patient care to identify gaps and inefficiencies in patient care and improve customer service. 6 month pilot program to include 2 face‐to‐face meetings

1 each

TOTAL =

Signature:

Date

DUNS #:

Chinle Comprehensive Health Care Facility

PRICING SCHEDULE