P11 - QASP -DURHAM AMBULANCE SERVICES.docx
DOCX document 36 KB Posted
- Attached to
- V225--AMBULANCE SERVICE DURHAM VA
- Solicitation number
- 36C24625Q0828
About this file
This document is a Quality Assurance Surveillance Plan (QASP) for Durham VA Health Care System's ambulance services contract. The contract covers Basic Life Support (BLS) and Advanced Life Support (ALS) ambulance transportation services, requiring 24/7 patient transport with strict performance standards. Key performance objectives include maintaining 95-100% compliance across multiple areas such as service availability, vehicle maintenance, personnel qualifications, timely pickups, accident reporting, and documentation.
The QASP outlines detailed surveillance methods including 100% monitoring of patient pickups, customer feedback reviews, and monthly performance assessments. Contractor performance will be rated on a scale of positive, neutral, or negative outcomes based on incidents of non-compliance. Incentives include favorable performance evaluations, while disincentives range from contract discrepancy reports to potential termination for repeated performance issues. The contract is managed by the Department of Veterans Affairs Veterans Health Administration, with specific oversight from the Contracting Officer and a yet-to-be-assigned Contracting Officer's Representative.
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DURHAM VAHCS QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)
Quality Assurance Surveillance Plan (QASP) Durham Ambulance Services
The contractor shall be evaluated in accordance with the following QASP.
For: Beneficiary Travel Ambulance Services for the Durham VA Health Care System (DVAHCS)
Contract Number:
Contract Description: Basic Life Support (BLS), and Advance Life Support (ALS)
Contractor’s name:
1. PURPOSE
This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:
1. What shall be monitored.
1. How monitoring shall take place.
1. Who shall conduct the monitoring.
1. How monitoring efforts and results shall be documented.
This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance.
This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.
2. GOVERNMENT ROLES AND RESPONSIBILITIES
The following personnel shall oversee and coordinate surveillance activities.
a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.
Assigned Contract Specialist: Kathyann Chase-More / 757-722-3988 / Kathyann.Chase-Moore@va.gov
b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.
Assigned COR: TBD
3. CONTRACTOR REPRESENTATIVES
The following employees of the contractor serve as the contractor’s program manager for this contract.
Program Manager: TBD
4. PERFORMANCE STANDARDS
Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets, or does not meet these standards.
The Performance Requirements are listed below. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).
| ID |
| Performance Objective |
| PWS |
Para
| Performance Threshold |
| Method of Surveillance |
| Incentives / Disincentives |
The contractor shall provide Ambulance service, 24 hours per day, 365 days per year, as required in accordance with the terms and conditions contained herein.
95% Compliance
100% Surveillance of each patient pick-up.
Incentives: Favorable contactor performance evaluation.
Disincentive: Unfavorable contractor performance evaluation.
A Contract Discrepancy Report (CDR) may be issued on the first instance of failure to provide the acceptable level
The objective of Standards for Maintenance is to protect veterans and to cause no harm to all parties. The contractor shall maintain all vehicles in a clean and orderly condition, free from debris and accumulations which may create an accident, injury, or fire hazard.
4.4.3 95% Compliance
100% Surveillance
Incentives: Favorable contactor performance evaluation.
A Contract Discrepancy Report (CDR) may be issued on the first instance of failure to provide the acceptable level
| 3 |
| The contractor shall maintain (and furnish upon request) procedures that outline preventive maintenance and/or repairs on each vehicle in an individual vehicle file and in chronological order, latest service on top. A statement from the Contractor indication compliance of vehicle maintenance files is in place should be submitted at time of offer for evaluation purposes. Requested submission and verification of these documentation requirements will be a quality assurance procedure during the contract period. |
4.4.3 95% Compliance
100% Surveillance
Incentives: Favorable contactor performance evaluation.
Disincentive: Unfavorable contractor performance evaluation.
A Contract Discrepancy Report (CDR) may be issued on the first substantiated instance of failure to provide the acceptable level
| 4 |
| The contractor shall furnish qualified personnel as required by contract specifications to accomplish all services under this contract. |
4.3.1 100% Compliance
100% Surveillance
Incentives: Favorable contactor performance evaluation.
Disincentive: Unfavorable contractor performance evaluation.
A Contract Discrepancy Report (CDR) may be issued on the first substantiated instance of failure to provide the acceptable level
| 5 |
| Have completed training in accordance with the standards published by the Department of Health and Human Services with a minimum curriculum of 150 hours or equivalent including an in-hospital training period. Such training programs must also be acceptable under the regulating requirements for local EMS Systems supported by DHHS under PL 93-154, Federal Register 39:24304. (1974). |
4.3.1 100% Compliance
100% Surveillance
Incentives: Favorable contactor performance evaluation.
A Contract Discrepancy Report (CDR) may be issued on the first substantiated instance of failure to provide the acceptable level
| 6 |
| A licensed MTO shall ensure that sanitation procedures are provided to all personnel in a written document that conforms with current standards as set forth in occupational safety and health administration-blood borne pathogens protocol. |
Attachment B 100% Compliance
100% Surveillance
Incentives: Favorable contactor performance evaluation.
A Contract Discrepancy Report (CDR) may be issued on the first substantiated instance of failure to provide the acceptable level
| 7 |
| Scheduled patient pick-ups shall not deviate more than 15 minutes past scheduled pick-up time for scheduled |
orders
4.5.1.8.3 97% Compliance
| Customer Feedback |
| Incentives: Favorable contactor performance evaluation. |
A Contract Discrepancy Report (CDR) may be issued on the first substantiated instance of failure to provide the acceptable level
| 8 |
| The contractor shall notify the Program Manager, Beneficiary Travel Department, of any accidents and/or safety problems that occur while the patient is being transported. This notification shall occur within one (1) hour by telephone. A written report of the incident shall be delivered to the Program Manager, Benefits Management, by the close of business of the next working day. |
4.8 97% Compliance
| Customer Feedback |
| Incentives: Favorable contactor performance evaluation. |
A Contract Discrepancy Report (CDR) may be issued on the first substantiated instance of failure to provide the acceptable level
| 9 |
| Provide a monthly invoice including secondary documentation in accordance with Section 4.10 of the PWS |
| 4.9 |
| 97% |
Compliance 100% inspection of monthly invoices/reports Incentives: Favorable contactor performance evaluation.
A Contract Discrepancy Report (CDR) may be issued on the first substantiated instance of failure to provide the acceptable level
5. INCENTIVES/DISINCENTIVES
The Government shall use favorable contractor performance evaluations as incentives. The Government shall report unfavorable contractor performance as disincentives. Disincentives shall include documentation of any performance issues. If repetitive or consistent the government shall take further corrective action or begin termination procedures.
Incentives/disincentives shall be based on exceeding, meeting, or not meeting performance standards.
6. PROCEDURES/METHODS OF QA SURVEILLANCE
Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.
a. Direct Observation. (Can be performed periodically or through 100% surveillance.)
b. Complaints. Any complaint data is reviewed by the CO/COR – any validated complaints against a contractor will be further investigated.
c. CO/COR Random checks
7. RATINGS
Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:
Positive outcome: No more than 1 incident of not meeting the performance standard during the period of performance.
Neutral outcome: No more than 3 incidents of not meeting the performance standard during the period of performance Negative outcome: More than 3 incidents of not meeting the performance standard during the period of performance.
8. DOCUMENTING PERFORMANCE
a. ACCEPTABLE PERFORMANCE
The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.
b. UNACCEPTABLE PERFORMANCE
When unacceptable performance occurs, the COR shall inform the Contracting Officer (CO). This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR and the CO shall document the discussion and place it in their respective file.
When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the CO. The CO will in turn review and submit to the contractor's program manager for corrective action.
The contractor shall acknowledge receipt of the CDR in writing. The CDR shall specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR shall also state how long after receipt the contractor has to present this corrective action plan to the CO and COR. The Government shall review the contractor's corrective action plan to determine acceptability.
Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.
9. FREQUENCY OF MEASUREMENT
a. Frequency of Measurement.
During contract performance, the COR will periodically analyze whether the frequency of surveillance is appropriate for the work being performed.
b. Frequency of Performance Assessment Meetings.
The COR shall meet with the contractor monthly to assess performance and shall provide a written assessment.
Contractor Program Manager
Contracting Officer’s Representative (COR)
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