QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

For: Medically Enhanced Program

Contract Number: <Government will enter number upon award>

Contract Description: The Marquis Care Centennial Hills provides specialized transitional housing and rehabilitative services through contracted community providers, ensuring a safe, supportive, and home-like environment for homeless Veterans. The facility offers short-term residential care, allowing Veterans to rest in a secure setting while accessing medical care and additional supportive services. The contractor is responsible for delivering a low-barrier, therapeutic, and rehabilitative environment, along with attendant services that address the root causes of homelessness. Their programs include HCHV CERS, which features Low-Demand Safe Haven and Medically Enhanced Services, designed to promote Veterans' well-being and safety while supporting successful transitions from homelessness to stable housing.

Contractor’s name: _________________<Government will enter name upon award>

1. PURPOSE

a. This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

What will be monitored

• How monitoring will take place

• Who will conduct the monitoring

• How monitoring efforts and results will be documented

b. 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.

c. 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 CO: <Government will enter name upon award>

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: <Government will enter name upon award>

c. Other Key Government Personnel – <Upon award Government will enter name, if applicable. This may include Performance Monitors, Clinical Quality experts, etc. who act on behalf of the COR to monitor performance.>

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s program manager for this contract.

a. Program Manager - <Offeror will enter name upon award>

b. Other Contractor Personnel - <Offeror will enter name(s) upon award>

4. PERFORMANCE STANDARDS

a. Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

b. The Performance Requirements Summary Matrix below includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL) on a quarterly basis.

c. Contractor will be held to the same standard as VA personnel through quality assurance and performance monitoring to ensure compliance under this Contract. The Quality Assurance and Performance Monitoring will be governed by the appointed COR who will be responsible for verifying compliance with the terms and conditions of the contract. After the contract is awarded, any incidents as evidenced by the monitoring procedures will be forwarded immediately to the Contracting Officer. In addition, the COR will forward the summary evaluation of the contractor performance to the Contracting Officer once performance ends.

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

Required Services (Tasks)

Performance Standards

Acceptable Quality Levels

Methods of Surveillance

Incentive (Positive and/or Negative) (Impact on Contractor Payments)

QUALITY

CONTROL

BUSINESS PLAN

STAFFING AND

SERVICE PLAN

REFERRAL

REPORTS

DOCUMENTATION

OF SUPPORTIVE

SERVICES

CARE PLAN

CRITICAL

INCIDENT

REPORTS

Due upon solicitation close date

Due upon solicitation close date

Due to VA Liaison/COR/designee at frequency designated by VA at least once monthly

Due upon request with minimum of quarterly reviews to be completed by VA

Due in the Veteran case record by day 7;

due to VA upon request

Due within 24 business hours of a critical adverse event involving a Veteran

Due prior to the expiration of any

Direct observation by the Program Manager and the COR for all items listed below

Direct observation by assigned

HCHV

Liaison

Direct observation by assigned

HCHV

Liaison

Direct observation by assigned

HCHV

Liaison

Direct observation by assigned

HCHV

Liaison

Direct observation by assigned

HCHV

Liaison and/or HCHV

95% satisfactory

To enter in to contact and receive per diem rate for services rendered.

90% satisfactory

95% satisfactory

95% satisfactory

90% satisfactory

95% satisfactory

To ensure facility is properly staffed per contract agreement

To ensure accuracy of census and timely admission reports

To ensure compliance of minimal satisfactory goals

To ensure compliance of minimal satisfactory goals and ensure safety of veterans in the program

To ensure compliance of minimal satisfactory goals and ensure safety and wellbeing of veterans in the program

EXTENSION

REQUESTS

ADMISSION AND

DISCHARGE

REPORTS

SATISFACTION

SURVEYS

DAILY CENSUS

SIGN-IN SHEET

NOTIFICATION OF

ABSENCES

INVOICES

authorized period of service

Due within 48 business hours of Veteran admission or discharge

Due at the end of each monthly service period when requested

Due to VA Liaison/COR/designee at frequency designated by VA at least weekly and up to daily

Due to VA Liaison/COR/designee immediately or during next available business hours if absence is unauthorized; if authorized, then due prior to start of absence, preferably 24-48 hours

Due to VA Liaison, COR or designee by the 5th of the month immediately following

Program Coordinator

Direct observation by assigned

HCHV

Liaison and/or HCHV Program Coordinator

Direct observation by assigned

HCHV

Liaison

Direct observation by assigned

HCHV

Liaison

Direct observation by assigned

HCHV

Liaison

Direct observation by assigned

HCHV

Liaison and/or HCHV Program Coordinator

Direct observation by assigned

85% Satisfactory

85% Satisfactory

N/A

90% Satisfactory

90% Satisfactory

95% Satisfactory

To ensure compliance of minimal satisfactory goals and agreed upon plan between liaison/case manager/program manager

To ensure compliance of minimal satisfactory goals and accuracy of census and invoices/billing

To ensure compliance of minimal satisfactory goals and accuracy of census and invoices

To ensure compliance of minimal satisfactory goals and accuracy of census and invoices

To ensure compliance of minimal satisfactory goals and accuracy of census and invoices. Including the safety and wellbeing of the veteran

To ensure compliance of minimal satisfactory goals

QUARTERLY

PERFORMANCE

REPORT

GRIEVANCES

CONTRACT

DISCREPANCY

REPORT

INSPECTIONS

the billing period in question; due in Tungsten Network (electronic billing system) by the 10th of the month immediately following the billing period in question.

Due to VA Liaison/COR/designee by the 15th of the month following the end of each FY quarter upon request

Due to VA Liaison/COR/designee within 48 hours of Veteran complaint;

proposed resolution/plan of corrective action due within five business days of investigation

Due to COR/designee within time- frame designated by COR based on severity of violation

Due prior to award and annually thereafter or at any time deemed necessary by VA

HCHV

Liaison and/or HCHV Program Coordinator

Direct observation by assigned

HCHV

Liaison and/or HCHV Program Coordinator

Direct observation by assigned

HCHV

Liaison and/or HCHV Program Coordinator

Direct observation by assigned

HCHV

Liaison and/or HCHV Program Coordinator

Direct observation by HCHV Program Coordinator, assigned Inspection Team Lead, and assigned

85% Satisfactory

95% Satisfactory

95% Satisfactory

95% Satisfactory

To ensure compliance of minimal satisfactory goals

To ensure compliance of minimal satisfactory goals and grievances are addressed in a timely manner

To ensure compliance of minimal satisfactory goals

To ensure compliance of minimal satisfactory goals

HCHV

Liaison

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint LEVEL OF SURVEILLANCE (check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______% Service Provider’s Performance (check): Meets Standards Does Not Meet Standards Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM