PWS IN MI Optical Dispensing 07 11 25.docx

B.6 PERFORMANCE WORK STATEMENT (PWS)

Veterans Integrated Service Network (VISN) 10: Indiana, and Michigan, Optical Dispensing Services

PART 1

GENERAL INFORMATION

Executive Summary:

Services are presently being provided to the VISN10 VA Medical Centers (VAMCs). With these present contracts, Contractors supply and manage their staff assigned to the various VA facilities to provide Optical Dispensing services to the Veterans serviced by VISN10 in the states of Indiana and Michigan and their associated Community Based Outpatient Clinics. Contractor’s staff is located within office space provided by the various VAMCs serviced by this contract. The Contractor’s staff are fully vetted, and VA PIV badged, and utilize the Government provided computers to conduct the administrative portion of their duties and responsibilities related to the contract. Contractor’s staff (Opticians) assist Veterans in frame selection, measurement, fit, and submit/enter eye glass orders to the VISN10 Optical lab for the fabrication of the eyeglasses. Lastly, the Contractors deliver and ensure that the Veterans are satisfied with the eyeglasses provided.

1.0 General:

This is a nonpersonal services contract to provide optical dispensing services for the VAMCs, and Clinics. The Government shall not exercise any supervision or control over the personnel performing the services described herein. Such personnel shall be accountable solely to the Contractor.

Description of Services/Introduction:

The Contractor shall provide all labor, equipment, materials, supplies, transportation, and supervision, necessary for eyeglass dispensary services, to include functions such as fitting, ordering, adjusting, dispensing, repairing (minor), and education of Veterans, in the service area, as defined in this PWS, except for those items specified as Government-furnished property and services. The Government will provide spaces for performance as listed in 4.0.3 Facilities.

1.1 Background:

The Veterans Integrated Service Network (VISN) 10 Prosthetics Program fabricates eyeglasses for the VAMCs and their supporting clinics. While the eyeglasses are manufactured at the VISN 10 Optical Lab, VISN 10 requires on-site dispensing services. The Contractor shall provide all labor, equipment, materials, supplies, and supervision necessary for eyeglass dispensary services, to include functions such as fitting, ordering, adjusting, dispensing, repairing (minor), and education of Veterans.

1.2 General Information:

1.2.1 Quality Control:

The Contractor shall develop and maintain an effective Performance Monitoring Plan to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services.

1.2.2 Quality Assurance:

The Government shall evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable quality level.

1.2.3 Recognized Holidays:

Independence Day **and any other day declared by the President of the United States as a Federal Holiday**

1.2.4 Hours of Operation:

The Contractor shall conduct business during the hours a VA Optometrist is present/providing services at each site the Contractor is supporting. Minimal days of operation required are outlined in section 4.0.3 of this PWS. This includes the hours when the site is in operation and/or open for appointments, Monday through Friday. If the Contracting Officer’s Representative (COR) determines the volume of optical orders warrants additional coverage beyond Monday through Friday, additional hours will need to be added via modification of the contract. The schedule of days and hours of operation shall be mutually agreed upon between Contractor and COR. For locations that are open part time, the Contractor shall establish consistent on-site hours of operation. The Contractor shall not conduct business on the recognized holidays listed in section 1.2.3, or when the Government facility is closed due to local or national emergencies, administrative closures, or similar Government-directed facility closures or moves. The Contractor shall maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the reasons identified in this section. An adequate workforce includes operating hours as well as staffing levels to support workload demand. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential to successful performance.

1.2.5 Place of Performance:

The work to be performed under this contract shall be performed at *:

Southern Tier Sites VA Indiana Healthcare System Richard L Roudebush VAMC (Indianapolis, IN) 1481 West 10th St. Indianapolis, IN 46202

VA Indiana Healthcare System Bloomington Clinic 2100 Liberty Dr. Bloomington, IN 47403

VA Indiana Healthcare System Brownsburg Clinic 557 Pitt Rd. Brownsburg, IN 46112

VA Indiana Healthcare System Martinsville Clinic 2200 John R Wood Dr. Martinsville, IN 46151

VA Indiana Healthcare System Terre Haute Clinic 5080 East Bill Farr Dr. Terre Haute, IN 47803

VA Indiana Healthcare System Shelbyville Clinic 30W Rampart RD, Shelbyville, IN 46176

VA Indiana Healthcare System Wakeman Clinic 3871 10th St. Edinburgh, IN 46124

VA Indiana Healthcare System West Lafayette Clinic 930 Park East Blvd. West Lafayette, IN 47905

Northern Tier Sites

VA Ann Arbor Health Care System Lieutenant Colonel Charles S. Kettles VA Medical Center 2215 Fuller Road, Ann Arbor, MI 48105

VA Ann Arbor Healthcare System Toledo VA Outpatient Clinic 3333 Glendale Avenue, Toledo, OH 43614

VA Battle Creek Healthcare System Battle Creek VA Medical Center 5500 Armstrong Road, Battle Creek, MI 49037

Battle Creek Healthcare System Wyoming VA Healthcare System 5838 Metro Way, SW, Wyoming, MI 49519

*These locations may change throughout the life of the contract as the needs of the Government change. This contract covers any site moves or Government-furnished space changes and/or additions deemed fair and reasonable by the Contracting Officer (CO). Any changes to the contract shall be mutually agreed upon by the Government and Contractor via a bilateral modification to the contract.

1.2.6 Type of Contract:

The Government intends to award one (1) or more Indefinite Delivery Indefinite Quantity Contract(s).

a. The Contractor will receive written orders from the prescribing VA physician;

b. Each Contractor will receive written orders from their respective awarded locations at VA facilities;

1.2.7 Security Requirement and Background Checks:

I. ACCESS TO PATIENT INFORMATION: In performance of official duties, Contractor’s providers(s) have regular access to printed and electronic files containing sensitive data, which must be protected under the provisions of the Privacy Act of 1974 (5 U.S.C. 552a), and other applicable laws, Federal Regulations, Veterans Affairs statutes and policies. Contractor’s employee(s) are responsible for (1) protecting that data from unauthorized release or from loss, alteration, or unauthorized deletions and (2) following all applicable regulations and instructions regarding access to computerized files, release of access codes, etc. , as set out in a computer access agreement which contract employee(s) signs.

II. CONFIDENTIALITY OF PATIENT RECORDS:

i. The Contractor is a VA Contractor and shall assist in the provision of healthcare to patients seeking such care from or through VA. As such, the Contractor is considered as being part of the Department health care activity. Contractor is considered to be a VA Contractor for purposes of the Privacy Act, Title 5 U.S.C. 552a. Further, for the purpose of VA records access and patient confidentiality, Contractor is considered to be a VA Contractor for the following provisions: Title 38 U.S.C. 5701, 5705, and 7362. Therefore, Contractor may have access as would other appropriate components of VA., to patient medical records including patient treatment records pertaining to drug and alcohol abuse, HIV, and sickle cell anemia, to the extent necessary to perform its contractual responsibilities. However, like other components of the Department and not withstanding any other provisions of the contract, the Contractor is restricted from making disclosures of VA records, or information contained in such records, to which it may have access, except to the extent the explicit disclosure authority from VA has been received. The Contractor is subject to the same penalties and liabilities for unauthorized disclosure of such records as VA.

ii. The records referred to above shall be and remain the property of the VA and shall not be removed or transferred from VA except in accordance with U.S.C. 551a (Privacy Act), 38 U.S.C. 5705 (Confidentiality of Certain Medical Records) and federal laws, rules and regulations. Subject to applicable federal confidentiality or privacy laws, the Contractor, or their designated representatives of federal regulatory agencies having jurisdiction over Contractor, may have access to VA’s records, at VA’s place of business on request during normal business hours, to inspect and review and make copies of such records.

III. HIPPA COMPLIANCE: Contractor must adhere to the provisions of Public Law 104-191, Health Insurance Portability and Accountability Act (HIPPA) of 1996 and the National Standards to Protect the Privacy and Security of Protected Health information (PHI). As required by HIPPA, the Department of Health and Human Services (HHS) has promulgated rules governing the security and use and disclosure of protected health information by covered entities, including the Department of Veterans Affairs (VA).

Once TMS training is completed and training certificates for the required information security and privacy training courses are provided to the COR, and the VISN 10 Unified Access Request form has been submitted by the COR, the Contractor may be granted access to the Veterans Health Information Systems and/or previous prescription data needed for prescriptions, troubleshooting fitting, etc. The appropriate access is determined by the COR.

Background Check will be conducted in accordance with the PDAT generated by the COR and follow the Information Security background policy in Section C.1.2. a-e.

The Contractor shall maintain control over any Government-issued items, including the following:

· Keys

· Government Computers

· Sample Eyeglass Frames

All items and Government areas shall be secured when not in use.

1.2.8 Special Qualifications:

Contractor shall be qualified to educate and assist the Veterans in the proper choice, use, and care of their eyewear. In addition to frame selection, the Contractor shall be responsible for all measurements and fitting of eyewear. Appropriate state licensure/certifications shall be required in the State of Ohio. Contractor shall provide appropriate professional business license(s) within the state or states required per each facility serviced. Contractor shall also comply with any other federal, state, and local law applicable to the industry.

1.2.9 Post Award Conference/Periodic Progress Meetings:

The Contractor agrees to attend any post award conference convened by the contracting activity, in accordance with Federal Acquisition Regulation Subpart 42.5. The CO, COR, and other Government personnel shall meet yearly with the Contractor to review the Contractor's performance. COR may meet with Contractor more frequently if necessary. At these meetings, the CO will apprise the Contractor of how the Government views the Contractor's performance and the Contractor shall apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be attended at no additional cost to the Government.

1.2.10 Contracting Officer Representative (COR):

The COR will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The CO will issue an appointment letter to the COR and a copy will be provided to the Contractor. This appointment letter will state the responsibilities and limitations of the COR. The COR is not authorized to change any of the terms and conditions of the contract.

1.2.11 Key Personnel:

The following personnel are considered key personnel by the Government:

A Prosthetics and Sensory Aids Service (PSAS) Representative will be located at each of the VAMC facilities. Contact information for the PSAS Representative will be provided to the Contractor upon contract award. A PSAS Representative has the exclusive responsibility for determining eligibility and necessity for VA Prosthetic goods and services, e.g., eyeglasses. The PSAS Representative also coordinates and resolves problems related to such goods and services. Any matter that cannot be resolved by a PSAS Representative will be referred to the COR. Any matter that cannot be resolved by the COR will be referred to the CO.

The Contractor shall provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the Contractor when the manager is absent shall be designated in writing to the COR. The contract manager or alternate shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. The contract manager or alternate shall be available during regular working hours, Monday through Friday except on the recognized holidays listed in section 1.2.3 or when the Government facility is closed due to local or national emergencies, administrative closures, or similar Government-directed facility closures or moves. The Contractor shall identify key personnel for performance under the contract with 10 days of award.

1.2.12 Identification of Contractor Employees:

All contract personnel attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed. All contract personnel shall wear identification on the outside of their attire while under performance under this contract. The identification tag shall indicate that he or she is a Contractor and include his or her first and last name. These may be either Government (Contractor Personal Identity Verification (PIV)) or Contractor-issued identification tags.

1.2.13 Contractor Required Dress Code:

All employees involved in the performance under this contract shall dress in accordance with the policies of the VAMC and Clinics at which they perform under the contract.

PART 2

DEFINITIONS & ACRONYMS

2.0 Definitions and Acronyms

2.0.1 Definitions:

· ACCEPTABLE QUALITY LEVEL (AQL). The AQL expresses the allowable variation from the standard that shall result in an acceptable level of quality (98% unless otherwise stated) – that is the maximum allowable error rate or variation from the standard.

· ACQUISITION UTILIZATION SPECIALIST (AUS). The Acquisition Utilization Specialist is responsible for all aspects of the acquisition process prior to submission to contracting. AUS is also responsible for COR duties and contract administration.

· CONTRACTOR. A supplier or Contractor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

· CONTRACTING OFFICER. A person with authority to enter into, administer, and/or terminate contracts, and make related determinations and findings on behalf of the Government. The CO is the only individual who can legally bind the Government.

· CONTRACTING OFFICER’S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

· DISPENSED: Prosthetic devices shall be considered dispensed when the veteran has been contacted for pick-up or the device has been mailed. If the Contractor is unable to make contact with the veteran on the first attempt, the Contractor shall make a documented second attempt within five (5) business days. If after two (2) failed attempts to reach the veteran via telephone, the Contractor shall send a letter to the veteran informing him or her the eyeglasses are ready for pickup.

· DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

· DELIVERABLE. Anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports.

· NOT TO EXCEED (NTE). The price and/or quantity that the contract or purchase order shall not exceed.

· OFF-SITE. Any facility that is not Government owned or operated.

· PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

· QUALITY ASSURANCE. The Government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

· QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). An organized written document specifying the surveillance methodology to be utilized by the Government for surveillance of Contractor performance.

· QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

· SHIPPED. For devices shipped directly to Veterans by the VA Optical Lab; devices shall be considered shipped when the Contractor receives the shipping manifest from the VA Optical Lab.

· SUBCONTRACTOR. One that enters into a contract with a prime Contractor. The Government does not have privity of contract with the subcontractor.

2.0.2 Acronyms/Abbreviations:

PART 3

CONTRACTOR-FURNISHED ITEMS AND SERVICES

3.0 Contractor-furnished Items and Responsibilities:

3.0.1 Services:

The Contractor shall:

· Provide all labor (complying with Service Contract Labor Standards), equipment, materials, supplies, and supervision.

· Ensure all of the Contractor’s employees possess the appropriate State of Ohio licensure/certifications deemed necessary by state law. All applicable documentation shall be provided annually to the COR.

· The Contractor shall ensure all personnel comply with all current and future VA requirements such as safety, ethics, Remote Order Entry (ROE), VA Privacy and Information Security and HIPAA, required of business associates, which may also include TMS training assignments and provide recertification annually as necessary.

· Ensure a high degree of professionalism and understanding are demonstrated when the Contractor’s employees interact with patients. The Contractor’s employees are expected to be discreet and tactful and demonstrate concern, compassion, and patience. Some patients have physical disabilities or chronic illnesses that influence their behavior and lifestyle. Verbal or physical abuse, or unprofessional behavior or conduct toward a patient and/or caregiver, shall not be tolerated. The Government reserves the right to request the removal of any employee from performance of services under this contract if his/her behavior and/or level of services provided are not in strict accordance with the requirements of this contract.

· Ensure Contractor employees answer all patient or VA staff inquiries no later than 5:00 P.M. the following business day.

· Make employee records including training documentation available for review by the COR. This request may be made during visits to the Contractor’s facility, or the Contractor may be requested to submit the documentation to the COR’s location. The Contractor shall provide a list to the COR that identifies employee’s location and the type of services he/she provides. The initial employee list shall be submitted 10 days prior to performance beginning under the contract.

· Allow the Government to perform unannounced site visits to any Contractor facilities or off-site locations at the Government’s discretion.

3.0.2 Materials:

Unless provided by the Government at a Government facility, the Contractor shall provide the following: furniture for off-site locations; a lensometer; and basic tools and materials for adjusting and completing simple repairs (e.g., to nose pads or screws, and adjustments) to eyeglasses at all dispensing locations appropriate to the size of the location and estimated quantity of customers. The Contractor is responsible for display boards, equipment, and tools required for the display of frames. The Government will provide fax machine and/or printers at all Government facilities where required (including to any location without ROE capabilities). The Contractor is responsible for providing fax machines and/or printers at all off-site locations.

3.0.3 Facilities:

Richard L Roudebush VAMC (Indianapolis, IN) 1481 West 10th St. Indianapolis, IN 46202 Bloomington Clinic - 2100 Liberty Dr. Bloomington, IN 47403 Brownsburg Clinic - 557 Pitt Rd. Brownsburg, IN 46112 Martinsville Clinic - 2200 John R Wood Dr. Martinsville, IN 46151 Terre Haute Clinic - 5080 East Bill Farr Dr. Terre Haute, IN 47803 Shelbyville Clinic - 2158 Intelliplex Dr #200, Shelbyville, IN 46176 Wakeman Clinic - 3871 10th St. Edinburgh, IN 46124 West Lafayette Clinic - 930 Park East Blvd. West Lafayette, IN 47905

Northern Indiana Healthcare System - (NIHCS) Marion Campus 1700 East 38th St. Marion, IN 46953 Ft. Wayne Campus 2121 Lake Ave., Ft. Wayne, IN 46805

Jackie Walorski VA Clinic - 1540 Trinity Place, Mishawaka, IN 46545 Hoosier VA Clinic - 1496 West Hoosier Blvd, Peru, IN 46970

John D. Dingell VA Medical Center (Detroit) - 4646 John R Street, Detroit, MI 48201

VA Ann Arbor Health Care System - 2215 Fuller Road, Ann Arbor, MI 48105 Toledo VA Outpatient Clinic - 3333 Glendale Avenue, Toledo, OH 43614

Battle Creek VA Medical Center - 5500 Armstrong Road, Battle Creek, MI 49037 Wyoming VA Healthcare System - 5838 Metro Way, SW, Wyoming, MI 49519

PART 4

GOVERNMENT-FURNISHED ITEMS AND SERVICES

4.0 Government-furnished Items and Responsibilities:

4.0.1 Equipment:

The Government will supply the following equipment for use under the contract:

· Government computer for each location

· Fax machines (as needed on-site only)

4.0.2 Materials:

The Government shall supply the following materials for use under the contract:

· Frame selection kit for each location

· Sample eyeglass frames for each location

4.0.3 Facilities:

The Government will provide space at the following locations. Each Government-provided space listed below will include lights, telephone, climate control, desk, office chair, patient chair, adequate storage, computer, and secured area.

INDIANA Locations

Eyeglass est. of Ordering Period One (1) Required Days of Operation per Week

MICHIGAN & OHIO Locations

Eyeglass est. of Ordering Period One (1) Required Days of Operation per Week

PART 5

SPECIFIC TASKS

5.0 Specific Tasks:

5.0.1 Specific Task # 1:

The Contractor shall provide the following services when fitting for or dispensing eyeglasses:

· Contractor shall fit the Veteran with the proper frame style for the Veteran and his/her prescription.

· Contractor shall determine the pupillary distance, segment height, and/or optical center height.

· Contractor shall troubleshoot any consultation concerns before referring the Veteran back to the eye Clinic for clarification.

· Contractor shall fit and adjust glasses for the Veteran.

· Contractor shall perform minor repairs on glasses (i.e., adjust nose pads and screws and make other minor adjustments).

· Contractor shall educate Veterans on the advantages and disadvantages of different segment styles.

· Contractor shall only use VA sample frames as sample/trial frames. Sample frames shall not to be sold or issued to Veterans or used for repairs.

· Contractor shall wash/sanitize hands and all sample frames and surfaces used between each patient with VA-approved sanitizer as part of infection control requirements.

· Contractor shall be required to obtain access to the Government’s ROE and enter prescription and patient measurements into the system. Contractor shall ensure that all information needed to fabricate the eyewear is included in the ROE.

· Contractor shall be required to maintain a high level of accuracy when entering orders into ROE. Frequent optician errors shall be addressed by the Contractor and additional training shall be documented.

· Contractor shall use the Government’s ROE unless it is not available. For off-site Contractors, the off-site Contractor shall fax orders to an on-site Contractor location for order entry. Every faxed order shall include a cover sheet, location, and account number if not using the ROE system.

· In the event ROE is not operational, the Contractor shall fax orders to the VISN 10 Optical Lab only on a contingency basis and only with the approval of the VISN 10 AUS Program Manager and/or COR.

· Contractor may be required to obtain access to the VA Electronic Health Record System and add a comment to Veteran’s electronic consultation indicating when the Veteran ordered glasses.

· As the Government’s electronic health record program, Cerner, is implemented at care sites, Contractor shall be required to undergo required training to gain appropriate access and knowledge of the system. During training, the optical shop hours may be reduced in order to fulfill requirements for “go-live.”

· Once the Cerner system is implemented, the Contractor shall be required to maintain appropriate access and follow outlined procedures to ensure accurate eyeglass processing.

· Contractor may not batch orders for more than one (1) day.

· Contractor shall respond to all voicemail, My HealtheVet Messages from Veterans, and inquiries from Veterans, family members, or VA staff no later than 5:00 P.M. the following business day.

· Contractor awarded this contract may enter into an agreement with the Veteran Canteen Service for sale of goods on Government property.

· Contractor shall not attempt to “upgrade” eyewear by soliciting add-ons; the add-ons must solely be at the request of the Veteran and may be provided by the Contractor . Any add-on orders and agreements are between the Veteran and the Contractor, and the Contractor will manufacture/supply the upgraded eyewear. If a Veteran is eligible for eyewear, he/she should choose from the collection provided from the VISN 10 Optical Lab.

· Contractor shall ensure that the dispensary is open and staffed during the same hours as the servicing eye Clinic. Contractor shall be capable of providing services to patients commensurate with the Government-provided estimates. Each site should be staffed with the appropriate number of qualified personnel to provide adequate services to the estimated number of customers as provided by the Government for each site. Dispensing sites that have two (2) or more personnel shall be open during lunch period. Locations that have one (1) personnel may be closed to meet legal requirements for lunch and breaks.

5.0.2 Specific Task # 2:

The Contractor shall conduct the ordering, delivery, and inspection functions of the eyeglasses in accordance with the following:

· The VISN 10 Optical Lab will ship all completed eyeglasses to the appropriate location and include packing slips for verification. If discrepancies are found, the Contractor shall notify the VISN 10 Optical Lab within 24 hours after discovery of the discrepancy.

· The Government reserves the right to ship completed eyeglasses directly to the veteran.

· Contractor shall notify the Veteran when glasses are ready for pick up, no later than the next business day after delivery.

· Contractor shall fit and adjust on site (preferred method) or mail glasses to the Veteran’s home if the Veteran requests them to be mailed. Contractor shall be responsible for all shipping/mailing costs associated with eyeglasses that are not shipped directly to the Veteran by the Government. The Contractor shall have a confirmation of delivery (i.e., United Parcel Service, FedEx with tracking number, or United States Postal Service-certified mail (no signature required)). The Contractor shall document the dispensing date – or if mailed, the shipping date – in VISTA or comparable VA software program regardless of the dispensing method chosen by the Veteran. The Contractor is responsible for tracking all packages until delivery.

· Any packages left in status other than delivered are the responsibility of the Contractor to resolve within seven (7) business days of expected delivery date.

· Contractor shall provide the local Prosthetic service with a copy of the VISN 10 Optical Lab invoice and an invoice for dispensing fees. The dispensing fee invoice shall be in Excel format. The invoice must be typed and at minimum, list the Veteran’s last name, first name, the last four of his/her social security number, consult number and the date the eyeglasses were dispensed to the Veteran or shipped. This shall be done for each individual pair of eyeglasses dispensed to the Veteran or shipped.

· Contractor is responsible for shipments sent to the VISN 10 Optical Lab. All shipments shall be sent via a carrier that can be tracked and must include a packing slip with patient’s name, last four (4) of their social, optical shop account number, and a detailed description of items in the shipment.

· Contractor shall ensure that all information needed to fabricate the eyewear is included on the order form sent to the VISN 10 Optical Lab no later than 5:00 P.M. the following workday.

· Contractor shall bring any quality issues to the attention of the VISN 10 AUS Program Manager and/or COR within 24 hours of receipt of the eyewear.

· Contractor shall receive prescription consult from VA Optometrist and enter the prescription and patient measurements into the ROE system (where available). Contractor shall ensure that all information needed to fabricate the eyeglasses is included in the ROE system. The VISN 10 Optical Lab has access to the ROE system.

· Contractor shall use the Government’s ROE system unless it is not available. Contractor’s third party, off-site locations may not have access to the ROE system. In those cases, the third party/off-site Contractor shall send orders to the on-site Contractor’s location of choice and the on-site Contractor shall be responsible for entering into the ROE system.

· ROE system will allow optician to view the status of the eyeglasses, including whether they have been dispensed or shipped. Contractor can enter notes, including but not limited to special instructions to the lab using the ROE system.

5.0.3 Specific Task # 3:

The Contractor shall provide to the COR or designee the following monthly reports, submitted via email, no later than five (5) business days following the end of the previous month:

· Patient Satisfaction Survey: A survey which the Contractor is required to develop and update as needed. The survey will be approved by the Government prior to use. Contractor is encouraged to collect 50 patient surveys per month complete the survey at each location (VAMC, and Clinics).

· Timeliness Report: Measure turnaround times from point of initial contact (fitting) to eyeglasses being dispensed. The report shall include at a minimum the following:

· The location, date of fitting, optical lab order date, receipt date from optical lab, and date dispensed/mailed to patient.

· Quality Report: Evaluate any issues with eyeglass frames, lenses and document the findings, recommendations and actions taken (this report addresses common problems with eyeglasses received from the lab).