Attachment II Outcome Measures.pdf

ATTACHMENT II

PERFORMANCE-BASED OUTCOME MEASURE INDICATORS

Performance Element: Quality of Goods/Services

Outcome Measure Indicators:

Degree to which the care provided to the inmates was considered to be appropriate.

Extent to which the inmates received the services for which they were referred.

Degree to which services were provided that were not authorized by the Government.

Extent to which the contractor submitted invoices which were accurate, properly documented, and billed in accordance with the terms of the contract.

Extent to which the evaluation and treatment was completely documented, accurate, legible, and of the appropriate content.

Degree to which the discharge instructions provided by the attending physicians were in sufficient detail to allow subsequent care of the patients.

Degree to which the contractor’ s assigned Point of Contact was knowledgeable and available for consultation.

Performance Element: Timeliness of Deliveries/Performance

Degree to which the medical care was provided in a timely manner.

If applicable, degree to which the scheduling of appointments was completed in a timely manner, given the urgency of the referrals.

Extent to which appointments for specialty care were generally available within 30 calendar days from date of referral to the specialty provider.

Degree to which invoices were received within 90 calendar days after an inmate’ s discharge or outpatient encounter.

When improper invoices were rejected, extent to which the revised invoices were resubmitted within 30 calendar days from the date of rejection.

Degree to which written reports by the attending physician documenting the circumstances of the inpatient treatment, outpatient procedure, or other consultation were provided to the COTR within ten business days of the inpatient discharge, outpatient procedure, or other consultation.

Degree to which the contractor’ s assigned Point of Contact provided prompt assistance and coordination in the provision of the contract services.

Performance Element: Business Relations

Extent to which the contractor coordinated and integrated the provision of care while the inmate was in a community-based setting.

Degree to which the attending physician or coordinator of care responded in a timely manner to requests for information from the HSA, Clinical Director, or other designated POC regarding the health status of the inmate.

Extent to which the contractor cooperated with the Government in the review of invoices, answering questions as needed and providing clarifying information.

Extent to which the contractor released inmate medical information in a timely manner, and in a manner consistent with applicable law or regulation.

Degree to which the contractor facilitated open avenues of communication between the physician, hospital/facility, and the Government regarding patient care and/or administration issues.

Extent to which the contractor was effective in interfacing with BOP Health Services staff.

Performance Element: Customer Satisfaction

Overall level of satisfaction with the hospital/facility services provided.

Overall level of satisfaction with the physician services provided.

Overall level of satisfaction with the invoicing/billing performed by the contractor.

Overall level of satisfaction with the contractor’ s management of medical record information.

Overall level of satisfaction with the contractor’ s communication efforts.