Questions and Answers - RFR for Wheelchair Operations Management Vendor.docx
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- Solicitation number
- BD-23-1039-EHS01-EHS01-80460
- Issued by
- Massachusetts
About this file
The document provided is a Questions and Answers document regarding the Request for Responses (RFR) for a Wheelchair Operations Manager issued by the Executive Office of Health and Human Services (EOHHS) of the Commonwealth of Massachusetts. The RFR seeks to contract with a qualified entity to serve as an Operations Manager to support the administration of the Wheelchair Loaner Program and Community Provider Wheelchair Repair Program. The RFR estimates a potential annual demand of 1,000 wheelchairs (750 manual and 250 power) to be distributed to members. The Operations Manager is expected to propose an initial supply to purchase and store, with a plan to scale up over time as demand increases. The document addresses various questions related to the scope of work, such as the types of simple repairs that can be performed by Community Providers, cleaning protocols for wheelchairs, loaner wheelchair expectations, and performance metrics.
The document indicates that EOHHS expects the selected Operations Manager Contractor to collaborate with MassHealth-contracted DME Provider(s) to ensure technicians have the necessary skills and certifications to perform simple repairs, and to identify appropriate loaner wheelchairs for members. EOHHS also expects the Operations Manager to have an after-hours answering service and escalation procedures for urgent requests, with a focus on timely turnaround times for simple repairs and loaner wheelchair delivery or pickup.
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COMMONWEALTH OF MASSACHUSETTS
EXECUTIVE OFFICE OF HEALTH AND HUMAN SERVICES
ONE ASHBURTON PLACE, 11TH FLOOR
BOSTON, MASSACHUSETTS 02108
QUESTIONS AND ANSWERS
regarding the
Request for Responses for Wheelchair Operation Manager
Document #: 23EHSLCWHEELCHAIROMRFR
Q & A Issued: December 20, 2022
This document contains responses to questions received regarding the Request for Responses for Wheelchair Operation Manager issued by the Executive Office of Health and Human Services (EOHHS) on November 1, 2022. Answers have been provided to those questions which are of general interest and relevant to the preparation of a Response to the RFR.
Q1. What is the list of Simple Repairs that could be performed by Community Providers?
A1. In the Attachment A: Model Contract, Section 1: Definitions, Simple Repairs are defined as "Repairs with limited complexity that can be performed by Community Providers...." Examples include repairs for parts subject to wear and tear such as arm or footrests, tire and wheel maintenance, and battery replacement. EOHHS expects the Operations Manager and partner MassHealth-contracted DME Provider(s) to collaborate on identifying the specific simple repairs performed and the associated parts that will be purchased to allow for such repairs.
| Q2. | What does “thorough cleaning” of a wheelchair entail? |
| A2. | All equipment must be sprayed with the appropriate hospital-grade disinfectant and thoroughly cleaned prior to placement in any Clean area. Cleaning must take place in a clearly designated Cleaning Area. The Cleaning Area must be separated from "To Be Cleaned" or "Dirty" area of the warehouse by, at the very least, a tape outline on the floor and a posted sign that identifies it as the Cleaning Area. EOHHS expects the Operations manager to develop an appropriate cleaning protocol. The following is an example of an appropriate cleaning protocol: |
Equipment must be cleaned as follows:
1. Glove hands. Wear goggles when practical.
2. Clean visible soil off of equipment.
3. Spray with the appropriate disinfectant for the surface and let sit for the stand time indicated on the product label.
4. Spray with detergent and wipe off with paper towel. Discard paper towels in a covered trashcan.
5. Check function of equipment according to manufacturer or policy.
6. Bag in plastic and green tag the equipment or, at a minimum, place in the appropriate Clean area of the warehouse. No equipment is allowed in a Clean area prior to being disinfected.
| Q3. | What is the anticipated number of loaner wheelchairs that the Community Provider will be purchasing and storing initially? |
| A3. | The RFR, Section 1.2.D Potential Service Volumes and the RFR Cost Proposal Template indicate an estimate of a potential annual number of 1000 wheelchairs distributed to members (750 manual and 250 power). EOHHS expects the selected Operations Manager Contractor to propose an initial supply to purchase (and store) and have a plan to scale up over time as the demand increases to the estimated 1000 wheelchairs. |
| Q4: | How long is the typical wheelchair loan? |
| A4: | Currently, estimated timeframes for loaner wheelchairs are 30 - 45 days, on average. EOHHS expects that the average loan timeframe will decrease after the implementation of the Wheelchair Programs. |
| Q5: | What qualifications are Community Provider technicians expected to have? |
| A5: | Consistent with the Community Provider Trainings requirements in Attachment A: Model Contract, Section 2.1.C.5, EOHHS expects the Operations Manager to collaborate with the MassHealth-contracted DME Provider(s) to ensure technicians have the skills and certifications required to perform Simple Repairs under the contract. The specific skills and certifications may vary by manufacturer for certain repairs. |
| Q6: | How are power wheelchair loaners expected to be loaned out to clients regarding issues of not being custom fitted, not having special features, etc.? |
| A6: | EOHHS does not expect that a loaner wheelchair will be customized to the extent that each consumer's primary wheelchair will be customized. EOHHS expects the MassHealth-Contracted DME Provider(s) and Operations Manager to work together to identify an appropriate loaner in the inventory that allows the member to safely use and operate the loaner wheelchair, when available, during the interim period when their primary wheelchair is being serviced. |
In addition, EOHHS expects that the MassHealth-Contracted DME Provider(s) and Operations Manager will consider Backup Powerwheelchair repair in accordance with regulation 130 CMR 409.420 (G) Repairs of a member’s Serviceable Backup Power Wheelchair. EOHHS expects the Operation Manager to work collaboratively with the DME Provider(s) to identify complex power mobility users that cannot be serviced with a loaner wheelchair and perform Simple Repairs on backup power wheelchairs as appropriate.
| Q7: | Who makes the determination if a client is refused a loaner wheelchair for whatever reason? |
| A7: | In general, EOHHS expects that if an appropriate loaner is available in the Operations Manager's inventory, the loaner wheelchair will be provided to the member. In the event that the Operations Manager determines that an appropriate loaner is not available, EOHHS anticipates that the Operations Manager would be expected to reach out to EOHHS for discussion prior to making a final determination. |
| Q8: | What are the “off hour” expectations, including any call back requirements? |
| A8: | In accordance with Section 2.5.A.2, the Operations Manager's Customer Service unit must "ensure that an After-hours answering service is available to triage calls from Customers and ensure a response aligned with the level of urgency of the call...". Furthermore, Section 2.5.A.5 requires that the Customer Service Plan include escalation procedures for Urgent Requests. |
EOHHS expects that members will be able to contact the after-hours answering service to address administrative questions and direct service calls for Simple Repairs or loaner wheelchairs to the Operations Manager staff person on call. The staff person will call-back the member within an hour to triage the call and determine if the call is an Urgent Request. If the member has an Urgent Request, it will be processed in accordance with the Operations Manager's escalation procedures. An example of an escalation procedure for an Urgent Request for a loaner wheelchair could be the Operations Manager initiates processing of a loaner wheelchair request to ensure delivery of an available loaner the next calendar day. Or for Urgent Requests for Simple Repairs, the Operations Manager will initiate processing for a loaner wheelchair, if appropriate, and will refer the member to the DME Provider for a remote assessment at the earliest timeframe possible.
| Q9: | What are the call back expectations outside of business hours? |
| A9: | Please see A8. |
| Q10: | Are the estimated number of trips for repairs and loaners 21,778, 1-way trips in one year, solely the responsibility of the contractor? |
| A10: | Yes, 21,778 is the estimated potential number of annual 1-way trips after full implementation. |
| Q11: | What are the anticipated performance times for: |
| a. Time from receipt of referral to completion of Simple Repair | |
| b. Time from receipt of referral/request to Delivery or Pick-up of a Loaner Wheelchair | |
| A11: | As indicated in Section 2.9 Performance Metrics, EOHHS intends to work with the selected Operations Manager Contractor to finalize performance metrics as part of the Start-up period. There is an expectation that these metrics will be used to monitor performance improvement over time. Once fully implemented, EOHHS expects the Operations Manager to adhere to turn-around time performance metrics that reflect timely turn-around times. For example, EOHHS may expect the Operations Manager to: offer Simple Repair appointments as fast as the same calendar day or next business day for urgent requests and; deliver or pick-up a Loaner Wheelchair same calendar day or next business day for urgent requests. |
| RFR for Wheelchair Operation Manager – Questions & Answers | 1 |
| RFR for Wheelchair Operation Manager – Questions & Answers | 2 |
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