QUALITY ASSURANCE SURVEILLANCE PLAN.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

1. The government shall monitor and evaluate the contractor’s performance using a combination of assessment and surveillance methods. These may include, but are not limited to:

a. Customer feedback/complaints

b. Management information systems

c. Periodic observation and review of services

d. Random sampling

e. Telephone switchboard traffic analysis

2. Performance Evaluation Meetings

The PM shall meet with the COR on a regularly scheduled basis to discuss and evaluate performance.

a. The issuance of a Contract Discrepancy Report (CDR) may be cause for scheduling of a meeting of the PM, CO, and the COR. A mutual effort shall be made to resolve all problems identified. The Government shall prepare written minutes of this meeting. Minutes of these meeting shall be signed by the PM, CO and COR. Should the PM not concur with the minutes and action taken at the meeting, he/she shall state in writing to the CO any areas wherein he/she does not concur and explain the reason(s) for nonoccurrence. The CO shall notify the PM in writing of his final decision. A dispute over the CO’s decision shall be handled in accordance with the Disputes Clause of the contract.

3.Performance Standards

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

Task ID Indicator Standard Acceptable

Quality Level

Method of Surveillance

Switchboard Services

The Contractor is responsible for providing the appropriate coverage for the day’s workload.

The Contractor is also responsible for providing backup coverage for unexpected staff absence(s).

Coverage shall be provided during any period of emergency or crisis, including bomb threats, blizzards, tornadoes, etc.

Day shift Monday through Friday may require additional operators from 7:00am-6:30pm due to the quantity of incoming calls.

97% Observation and random inspection.

Incoming calls will be answered within five (5) rings and routed appropriately.

“This is the Hudson Valley VA (campus).

How may I direct your call?”

97% Random inspection

Quality Level

Method of Surveillance

The Contractor is required to use telephone courtesy and tact in dealing with a diversity of callers, sometimes under very complex and stressful circumstances.

Operators will process all calls in a most courteous and professional manner, assuring compliance with Federal and VAMC policy on Release of Information and Privacy Policy, and safeguarding all patient information in compliance with the Privacy Act of 1974.

97% Inspection

Switchboard Services 4

The Contractor will handle all incoming calls referring them to the appropriate extension and/or party.

This will include internal directed calls back to the consoles, transferring of calls, placing calls off-station, conference calls, and paging Medical Center staff as requested.

In the performance of official duties, the switchboard must be protected under the provisions of the Privacy Act of 1974, and as amended and other applicable law and regulations.

97% Observation and Customer Complaints

Quality Level

Method of Surveillance

Operators will screen calls for general information and, only to the extent necessary, ensure caller satisfaction.

Collect calls shall not be accepted for any reason.

The Contractor shall ensure that Operators are not misrepresenting themselves as VA employees.

97% Observation and Customer Complaints

5. INCENTIVES

The Government shall use past performance and/or non-payment as incentives.

Incentives shall be based on exceeding, meeting, or not meeting performance standards.

6. 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.)

1, 4, and 5

b. PERIODIC INSPECTION. (Evaluates outcomes on a periodic basis. Inspections may be scheduled [Daily, Weekly, Monthly, Quarterly, or annually] or unscheduled, as required.)

1, 2, and 3

c. VALIDATED USER/CUSTOMER COMPLAINTS. (Relies on the patient to identify deficiencies. Complaints are then investigated and validated.)

5 and 4

7. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. The following ratings shall be used annually to document the contractor’s performance:

1. Unsatisfactory

2. Marginal

3. Satisfactory

4. Very Good

5. Excellent