QASP-HVHCS Ambulance.docx
DOCX document 36 KB Posted
- Solicitation number
- 36C24227Q0001
About this file
This is a Quality Assurance Surveillance Plan (QASP) for ambulance transportation services provided to the Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 2. The QASP outlines monitoring procedures and performance standards for Advanced Life Support (ALS) and Basic Life Support (BLS) ambulance transport services for eligible Veteran patients. The Contractor Officer Representative (COR) will conduct quality assurance activities and notify the contractor of any performance deficiencies, with correction timeframes determined on a case-by-case basis by the Contracting Officer.
The QASP establishes seven key performance indicators with specific standards and acceptable quality levels: (1) Hours of Operation requiring 24/7 service regardless of distance at 100% compliance verified through daily observation; (2) Initial Pick-up Delivery/Wait Time requiring timely patient pick-up and delivery at 95% compliance monitored through daily observation and transportation log review; (3) Vehicle and Equipment Environment of Care requiring all vehicles and medical equipment to meet established requirements at 100% compliance verified through periodic inspection of maintenance records and physical inspections; (4) Driver Adequacy/Fitness for Duty requiring drug/alcohol testing and criminal background checks at 100% compliance verified through periodic competency record inspections; (5) Patient Safety requiring investigation and notification of incidents within one hour at 100% compliance monitored through direct observation and trip sheet review; (6) Patient Complaint Handling requiring written notification of complaints within 24 hours at 100% compliance monitored through customer feedback; and (7) Billing Errors requiring invoice compliance with mileage guides and contracted rates at 100% compliance verified through random sampling. Non-compliance may result in negative past performance ratings, cure notices, or contract termination.
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| 36C24227Q0001.docx | DOCX document |
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Text version
?.## QUALITY ASSURANCE SURVEILLANCE PLAN:
The purpose of this Quality Assurance Surveillance Plan (QASP) is to provide guidance on how the quality of services provided under this contract will be monitored. Quality assurance will be conducted by the COR.
The Contractor will be notified any time a performance standard is missed or of any complaints related to services provided or personnel performance issues. The Contractor will be given an opportunity to correct any deficiency noted. The timeframe for correcting deficiencies will be determined on a case by case basis by the Contracting Officer in coordination with the COR.
Task
ID
Indicator
Standard Acceptable Quality Level
Method of Surveillance
Incentive/Penalty
Hours of Operation
Work Hours
The Contractor shall provide 24 hour/7 days a week, regardless of distance, ALS and BLS Transportation Service.
100%
Daily Observation
Negative past performance rating for failure to comply.
Initial Pick- up Delivery /wait time
| Patient must be picked up and/or Delivered by the Contractor’s employees in a timely manner as defined by their SOW |
| Contractor will be responsible for pick-up and delivery points, actual time of arrival at pick- up and delivery points and actual waiting time at pick-up and delivery points. |
95%
Daily Observation/ Review of Transportation Log
Environment of Care
Vehicles and medical equipment
Contractor shall be responsible to ensure that all vehicles operated, and medical equipment utilized under the terms of this agreement meet all established requirements defined by this contract.
Periodic Review of Contractor On-Site Vehicle and Equipment Maintenance/Inspection Records validating compliance with all State requirements.
Contractor will be required to provide annual compliance logs for all vehicles/equipment utilized to provide service to the VA.
Contractor vehicles will also be subject to physical inspection by the VA at any time during the contract.
Contractor will be fully responsible to ensure that all vehicles in operation under this agreement meet all requirements.
Indicator
Standard Acceptable Quality Level
Driver Adequacy / Fitness for Duty
Contractor Personnel Contractor shall test drivers for prohibited drug use and alcohol misuse; administer a criminal background check, to the maximum extent permitted by NY State Law.
Contractor shall be responsible to maintain on- site records of all employee competency requirements.
Periodic Inspection of Contractor On-Site Competency Records for employees
If it is determined that a Contractor operator failed to meet all specified requirements, VA may provide negative past performance information and choose not to exercise any remaining option periods.
Additionally, VA may issue a cure notice and potentially terminate the contract for default.
Patient Safety Patient Satisfaction
Patient safety incidents must be investigated, confirmed and resolved.
The Contractor shall notify the COR of any problems transporting patients. The COR or designee shall be notified within one hour of the occurrence of the incident(s) by telephone and, if requested by the COR and/or Contracting Officer (CO), a written report of the incident(s) will be delivered to the COR or his/her designee by close of business the next working day.
Direct Observation/ Review of Trip Sheets/logs/Contractor notifications
If it is determined that a Contractor operator failed to meet requirements regarding the reporting of patient safety incidents, VA may provide negative past performance information and choose not to exercise any remaining option periods.
Additionally, VA may issue a cure notice and potentially terminate the contract for default.
Indicator
Standard Acceptable Quality Level
Handling Patient Complaints
| Patient complaints about the quality of service will be reported to the COR, and the Contractor |
| The Contractor shall notify the COR and Contracting Officer, in writing within 24 hours, of any complaints made by the patients with regards to transportation services. |
Customer Feedback
If it is determined that a Contractor operator failed to meet requirements regarding the reporting of patient safety incidents, VA may provide negative past performance information and choose not to exercise any remaining option periods.
Billing Errors
| Invoice Procedures |
| Billings must comply with Mileage Guide/Rates listed in the contract |
COR will perform random sampling of monthly trip tickets against monthly invoice to ensure accuracy.
VA will not pay for services not requested or for any charges which exceed agreed upon base and mileage rates.
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