QASP Residential Programs HTs FY22.pdf

Quality Assurance Surveillance Plan (QASP) Health Technician – [Contract #]

Project Title: Health Technician for VA Palo Alto Health Care System’s Residential Programs: First Step Program (FS) and Homeless Veterans Rehabilitation Program (HVRP) Contract Number:

Contractor's Name:

Contract Description: The Veterans Affairs Palo Alto Health Care System (VAPAHCS) requires a Contractor to provide two full-time Health Technicians to perform direct care services primarily in the Residential Program consisting of First Step Program (FSP) and the Homeless Veterans Rehabilitation Program (HVRP) in the Domiciliary Service located at Menlo Park Division (MPD) of the VAPAHCS at 795 Willow Road, Building 347, Menlo Park, California, 94025.

1. PURPOSE

The 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

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the Contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government's responsibility to be objective, fair, and consistent in evaluating performance.

This QASP may be revised as needed. Changes will be reviewed with the Contractor to ensure that they are aware of how performance is being monitored. Copies of the QASP will be provided to the Contractor and may be provided to Government officials responsible for surveillance activities (i.e.

auditors).

2. GOVERNMENT ROLE 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:

Organization or Agency: Department of Veterans Affairs, Network Contracting Office 21

b. Contracting Officer 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: Randolph Fry

c. Other Key Government Personnel:

Timothy Ramsey, Ph.D., FSP Program Manager John Sirley, LCSW, HVRP Program Manager Kate Severin, LCSW, COR’s Supervisor and Chief, Domiciliary Service

3. CONTRACTOR REPRESENTATIVES

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

a. Program Manager –

b. Other Contractor Personnel-

4. PERFORMANCE STANDARDS

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards. The Performance Requirements Summary Matrix includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Performance Indicator Performance

Measurement AQL Assessment Method

Prompt and accurate communication with staff

Critical information provided in a timely fashion 100% Direct observation

Co-facilitate community meetings, evening meetings and classes as assigned Attendance

100% (barring agreed upon leave or other assignment) Direct Observation

Timely completion of documentation

% assigned documentation completed within appropriate timeframe

80% of assigned documentation complete within the appropriate time frame Once monthly Review

Timely and comprehensive

% assigned logs completed

100% (barring agreed upon leave or other assignment) Periodic review completion of the pass down log Completion of building rounds and log entry

% assigned rounds and log entry completed

100% of assigned round and entry logs complete Periodic review

Conducting safety drills % of drills completed 100% Period review Direct observation

Conducting urine drug screens

% completed on days assigned to conduct screens

100% (barring agreed upon leave or other assignment)

Periodic documentation review

Direct case management of Veterans in treatment

Absence of patient complaints

No more than 3 patient complaints

Validated customer complaints

5. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

a. DIRECT OBSERVATION. (Can be performed periodically or through 100% surveillance) Prompt & Accurate Communication with staff Co-facilitate community meetings, evening meetings and classes as assigned Conducting safety drills

b. PERIODIC INSPECTION. (Evaluates outcomes on a periodic basis) Inspections may be scheduled weekly, monthly, quarterly, annually, or unscheduled, as required.

Timely completion of documentation Timely and comprehensive completion of pass down log Completion of building rounds and log entry Conducting safety drills Conducting urine drug screens

c. VALIDATED USER/CUSTOMER COMPLAINTS.

Direct case management of Veterans in treatment

6. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used: The rating method may depend on the monitoring techniques you select. One rating method may be used for all standards or multiple methods may be used.

EXCEPTIONAL: Performance significantly exceeds contract requirements to the Government's benefit.

SATISFACTORY: Performance meets contractual requirements.

UNSATISFACTORY: Performance does not meet contractual requirements.

7. DOCUMENTING PERFORMANCE

a. ACCEPTABLE PERFORMANCE The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

b. UNACCEPTABLE PERFORMANCE When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file. When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR) and present it to the contractor's program manager. The Contractor shall acknowledge receipt of the CDR in writing. The COR will specify if the Contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the Contractor has to present this corrective action plan to the COR. The Government shall review the Contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

8. FREQUENCY OF MEASUREMENT

a. Frequency of Measurement. During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings.

The COR shall meet with the Contractor biannually to assess performance and shall provide a written assessment.

X_____________________________ X___________________________ Randolph Fry Contracting Officer’s Representative Contractor Program Manager