PWS DME VISN4 West.pdf

PERFORMANCE WORK STATEMENT

VISN-04 West 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 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 OO Ordering Officer 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 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.

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

1.2.6 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.

1.2.7 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.

1.2.8 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.

1.2.9 Ordering Officer – Formally recognized before contract start. The only individuals who are permitted to submit an order and pay for services.

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 Technical Point of Contact (TPOC) - An individual designated by the VISN to perform specific or technical functions. The vendor’s main point of contact throughout the contract

1.2.14 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 West 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

Ordering Period 1: 10/21/2026 – 10/20/2027

Ordering Period 2: 10/21/2027 – 10/20/2028 Ordering Period 3: 10/21/2028 – 10/20/2029 Ordering Period 4: 10/21/2029 – 10/20/2030 Ordering Period 5: 10/21/2030 – 10/20/2031

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 Ordering Officers 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 Ordering Officer 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 Ordering Officers 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 Ordering Officer 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.

The CO will furnish the contractor with the names of individuals delegated OO authority by separate letter upon issuance of the contract or agreement. When COs appoint OOs after award, the CO will furnish the contractor with an updated list of individual OOs authorized to place orders against the contract or agreement. OOs may not negotiate contract terms and conditions, determine price reasonableness, or determine best value. OOs are responsible for issuing and administering orders placed under the contract or agreement identified in the appointment letter. OOs do not have the authority to modify any of the terms and conditions in the contract or agreement. The CO must approve any changes in or deviations from the terms and conditions of the contract or agreement in writing prior to placing orders invoking those terms and conditions. The contractor must accept orders against the contract or agreement only from the CO or authorized OOs and fulfilling orders from persons other than the CO or OO may result in an unauthorized commitment. Orders will be placed via Electronic Data Interchange (EDI) if possible. If the vendor cannot set up EDI, specific ordering procedures will be modified into the contract after award.

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 West DME CATCHMENT AREAS”.

VISN-04 West 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

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

Pittsburgh Heinz Campus (646)

1010 Delafield Road Pittsburgh PA 15215

Pittsburgh University Drive (646)

University Drive C Pittsburgh PA 15240

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 Ordering Officer

• 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 Ordering Officer, 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

Ordering Officer 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 Ordering Officer.

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 Ordering Officer, the PSAS representative, TPOC, 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 an Ordering Officer 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 TPOC 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 Ordering Officers 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, Ordering Officer, or TPOC 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 West 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 West DME CATCHMENT AREAS”.

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, Ordering Officer, 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/.

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.

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 West 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 TPOC 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 TPOC, 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 TPOC.

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 TPOC 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

TPOC 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 TPOC. 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 Ordering Officer 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 Ordering Officer 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 Ordering Officer and/or Contracting Officer 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 West 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 Ordering Officer, Contracting Officer, and/or TPOC via email that same day. In the event the aforementioned personnels’ email is unavailable, notification shall be made by telephone to Ordering Officer, Contracting Officer, and/or TPOC 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 or Ordering Officer, 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://department.va.gov/plain-language/ https://design.va.gov/content-style-guide/

4.2.8.3 Prior to starting services under this contract, the Contractor shall provide to the PSAS representative, Ordering Officer, Contracting Officer, and/or TPOC, 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, Ordering Officer, Contracting Officer, and/or TPOC, 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, Ordering Officer, Contracting Officer, and/or TPOC upon request or routinely for all Veteran beneficiaries.

https://design.va.gov/content-style-guide/

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 Ordering Officer, within one (1) business day, if the Veteran no longer lives at the address on file, provided to the Contractor by Ordering Officer.

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 Ordering Officer 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 Ordering Officer prior to completion of the work. The Ordering Officer 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 Ordering Officer.

4.4.2 If the Contractor is instructed by the Ordering Officer 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, Ordering Officer, Contracting Officer, and/or TPOC 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, Ordering Officer, Contracting Officer, TPOC, or Contractor's e-mail is not functioning, notification shall be made by telephone to the PSAS representative, Ordering Officer, Contracting Officer, or TPOC, 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 Repair CLINs (and corresponding SLINS) 0002 and 0005 along with related outer year ordering period CLINs are to be quoted and subsequently invoiced by the job.

4.5.1.2.1 Job Tier and Definitions are as follows (please note that repairs listed are not all inclusive and repair tier for specific service to be authorized by Ordering Officer before service performed):

Tier 1 — Basic Repair. 1 billable job approx. 1 hour. A repair consisting of adjustment or replacement of a non-functional, externally accessible component, requiring only visual inspection to diagnose and using commonly stocked parts. Representative examples: brake or wheel-lock adjustment; caster or wheel replacement; footrest, legrest, or armrest replacement; hand-grip or tip replacement; tightening or replacement of external hardware and fasteners.

Tier 2 — Standard Repair. 2 billable jobs, approx. 2 hours. A repair involving replacement or servicing of a single functional mechanical component, requiring hands-on diagnostic assessment beyond visual inspection. Representative examples: seat sling or upholstery replacement; manual wheelchair frame or cross-brace component replacement; hospital bed side-rail or manual crank mechanism repair; commode or transfer-equipment structural component replacement.

Tier 3 — Complex Repair. 3 billable jobs, approx. 3 hours. A repair involving an electrical, powered, or programmable component, or requiring manufacturer-specific training or diagnostic equipment. Representative examples: hospital bed motor, actuator, or hand-control replacement; power wheelchair battery or charger system diagnosis and replacement; joystick or controller replacement; lift or powered-transfer device motor repair.

Tier 4 — Advanced/Specialty Repair. 4 billable jobs, approx. 4+ hours. A repair involving multiple major components, integrated powered systems, or specialized configuration requiring certified-technician expertise and post-repair functional verification.

Representative examples: power wheelchair drive-system or wiring-harness repair; power seating and positioning system repair (tilt, recline, elevating systems); complex rehab technology reconfiguration; multi-component repair combining powered and structural work on a single device.

4.5.1.3 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).

4.5.1.4 Upon estimate approval by the VA Approving Official, Ordering

Officer will prepare and issue a purchase order which serves as authorization to commence work.

4.5.1.5 Contractor should be aware that repair threshold for cumulative total repairs is no more than 50% of the initial cost of the device.

4.5.2 During duty hours, the Contractor agrees to submit an electronic estimate to the Ordering Officer, 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 Ordering Officer, 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 Ordering Officer, Contracting Officer, TPOC, or Contractor's email is not functioning, notification shall be made by telephone to the Ordering Officer, 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 contract.

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 West 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.

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

Pittsburgh (646) University Drive C Pittsburgh PA 15240 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.

4.7.1.5 In the event award is made to other than the incumbent Contractor, the new Contractor shall arrange with the incumbent Contractor for exchange of equipment, ensuring that there is a continuity of services and no disruption of supplies/services to veteran beneficiaries. Transition to the new Contractor shall be complete as soon as possible, but no later than ninety (90) calendar days from the date of award of a new contract. Additionally, if the Contractor fails to accomplish the phase-in, the Contractor shall be responsible for any duplicate costs the VA may have to pay the incumbent Contractor beyond thirty (30) calendar days. In the event the delay is due to the ex-incumbent Contractor’s lack of cooperation during the phase-in process, the incumbent Contractor will not be held liable for this delay.

4.7.1.6 This period will be designated as the period for the transfer of VA veteran beneficiaries from the incumbent to the successor Contractor. Contractor shall coordinate, through the Contracting Officer, the schedule of initial patient visits with the PSAS representatives and TPOC. The transition shall be coordinated through the Contracting Officer, PSAS representatives, and TPOC.

The appropriate VA facility shall provide the successor Contractor with an up-to-date prescription.

4.7.1.7 The successor Contractor shall provide the Contracting Officer, TPOC, and PSAS representatives by 12:00 p.m. each Friday during the transition period, a detailed listing of the VA beneficiaries whose service has been changed over from the incumbent to the successor Contractor. The list shall include the exact date of the change for each beneficiary. Along with this list, the successor Contractor shall also provide documentation showing that the incumbent Contractor has been notified to pick up their equipment.

4.7.1.8 Payment to the incumbent Contractor shall be made up to the day supplies/equipment were transferred to the successor Contractor.

Payment shall be pro-rated based upon the unit prices in effect during the most recent contract year. Coordination during the transition period shall be accomplished at no additional expense to the Government.

4.7.1.9 Transition Period: At the end of the contract period, up to a ninety

(90) day transition period may be required during which the incumbent Contractor will continue to provide DME delivery and set-up at the contract prices, while the incoming Contractor is transitioning in by replacing all incumbent equipment with their equipment.

4.7.1.10 After award of the contract, the Contractor, at no additional cost to the VA, shall be responsible for picking up existing inventory from the incumbent Contractor’s storage facility within fifteen (15) calendar days after the effective date of the Notice to Proceed.

4.7.1.11 Current Contractor facilities for the respective VA Medical Centers’ catchment areas are: *Will be provided after contract award

Facility

Contractor Facility Address

City

State

ZIP

Altoona (503) Houtzdale PA

Butler (529) Monroeville PA

Erie (562) Erie PA

Pittsburgh (646) Monroeville PA

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, Ordering Officer, Contracting Officer, and/or TPOC.

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, Ordering Officers, Contracting Officer, and/or TPOC.

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, Ordering

Officers, Contracting Officer, and/or TPOC 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, Ordering Officer, Contracting Officer, and/or TPOC…