S02_ATTACHEMENT 2_QUALITY ASSURANCE SURVEILLANCE PLAN_QASP.docx

VA WHOLE HEALTH EDUCATION SERVICES

OFFICE OF PATIENT CENTERED CARE & CULTURAL TRANSFORMATION/

EMPLOYEE EDUCATION SYSTEM

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Contractor Name: TBD Contract Number: TBD Contracting Officer’s Representative (COR): Kyle Patterson VHA Program Manager: Marc Castellani

1. Quality Assurance Surveillance Plan (QASP) This Quality Assurance Surveillance Plan (QASP) provides a systematic method of evaluating performance against the Performance Standards. This QASP will provide answers to the following questions: What will be monitored? How will monitoring take place? How will monitoring efforts and results be documented?

This QASP does not detail how the Contractor accomplishes the work. Rather, it has been created with the premise that the Contractor is responsible for the management and quality control actions necessary to meeting the terms of the contract. It is the Government’s responsibility to be objective, fair and consistent in evaluating performance. This QASP is a “living document,” and the Government may review and revise it on a regular basis. However, the Government will coordinate all changes with the Contractor.

1.1 Objective

The QASP is designated to provide the Contracting Officer Representative (COR) with an effective and systematic surveillance method to perform inspections so that the Government can ensure that services are provided at an acceptable quality level.

1.1.1 Monitoring

As described below under “Surveillance Methods,” this QASP directs the monitoring of the Contractor’s performance of the work defined in the Performance Work Statement (PWS).

1.2 Performance Indicators and Acceptable Quality Levels

Performance measures and acceptable quality levels are described in the Performance Requirements Summary (PRS), Section 2.

1.3 Surveillance Methods

The Program Manager (PM) and COR will perform 100-percent inspection of the services covered under the contract. This means that every time a task is performed, or items are delivered, inspection will be accomplished. The COR will certify an invoice for payment processing after the PM receives and recommends acceptance of the services/deliverable. This process will be used for approval of payment for the Contractor’s invoices and will serve as the mechanism to document that the overall performance of the Contractor has been acceptable for the period of time covered by the invoice.

1.3.1 The PM/COR will receive all documents as noted in the performance report survey (PRS). The Contractor shall document performance on a monthly performance report and on the PRS. The COR will review and accept or reject the performance as shown, documenting corrective actions needed for each performance standard as outlined in the PRS. Following the review of the monthly performance report, and the PRS, the Contractor shall complete the corrective action(s) to meet performance standards and document that activity in their next monthly report.

1.3.2 Any non-conformance with contract requirements is considered a deficiency. The term “deficiency” refers to an output that does not meet the contract standards and is therefore recorded as “unacceptable.” When an “unacceptable rating” is recorded by the COR, the specific reason for the unacceptable performance will be recorded in the COR surveillance file, along with the date of the deficiency.

1.3.3 The COR will require the Contractor to correct the unacceptable performance or delivery immediately, if possible, and document in their COR file the status of the deficiency. Corrections by the Contractor shall still be counted as a deficiency.

1.3.4 The PM shall notify the COR of deficiencies. The COR will contact the responsible Contractor representative to inform them of the deficiency. The COR shall note the date and time the deficiency was discussed with the Contractor representative in their surveillance file.

1.3.5 The VHA PM will review the corrective actions taken by the Contractor to resolve a discrepancy and shall notify the COR of acceptance.

1.3.6 The VHA PM or the COR will immediately notify the Contracting Officer (CO) of serious performance problems that jeopardize the overall successful completion of the contract or are continually encountered. The CO will determine the appropriate response to make to correct the situation and protect the Government’s interest.

1.4 Acceptable Quality Level

For this effort, the only Acceptable Quality Level is 100-percent conformance. The Surveillance Method will be 100-percent inspection of tasks and deliverables.

2. Performance Requirements Summary (PRS) For all of the tasks defined below, the Performance Standard is defined as “Work being completed within established timeframes.”

Timeliness

Contractor delivery of products and/or services successfully met all contract requirement.

Periodic Monitoring

Professionalism & Quality

The COR will request feedback from Program Manager to evaluate if the Contractor personnel demonstrated professional appearance, conduct, proper salutations to staff and Veterans, and respect to property.

Acceptable –

Clarity

Contractor delivery of products and/or services successfully met all contract requirement

Accuracy

The COR will evaluate the work product submitted by the Contractor and determine if each finding is linked to the appropriate Standard and has a suggestion or recommendation to be in full compliance.

Acceptable –

Monthly Monitoring

508 Compliance

Monthly Monitoring

Acceptable: All Quality levels meet requirements. Risk of unsuccessful performance is low.

Marginal: Rating has one or more weaknesses which are not offset by Acceptable rating. Risk of unsuccessful performance is high.

Unacceptable: Quality level does not meet requirements. Corrective action plan needed.

3. Deliverable Schedule

1 course = 15 hours of training (2 units/quantity of CLIN 0003)

1 course = 18 hours of training (3 units/quantity of CLIN 0003)

1 course = 18 hours of training (3 units/quantity of CLIN 0003)

1 course = 18 hours of training (3 units/quantity of CLIN 0004)

1 course = 16 hours of training (2 units/quantity of CLIN 0003)

1 course = 18 hours of training (3 units/quantity of CLIN 0003)

1 course = 21 hours of training (3 units/quantity of CLIN 0003)

1 course = 18 hours of training (3 units/quantity of CLIN 0003)

1 course = 13 hours of training (2 units/quantity of CLIN 0003)

1 course = 18 hours of training (3 units/quantity of CLIN 0003)

inter-professional educational program

3.1 A formal “Inspection Checklist” may be used and adjusted as the COR determines appropriate to fit the need. Revisions to this QASP may be made during the life of the contract. Revisions, if needed, will be requested by the COR to the CO. The CO will formally incorporate the change(s), in writing, prior to implementation.

3.2 The specific deliverables dues dates will be appended to this QASP once the Contractor’s project schedule and plan are accepted by the Government.

ATTACHMENT: SAMPLE QUALITY ASSURANCE

MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint LEVEL OF SURVEILLANCE (Check):

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________

Amy Ritchey Contracting Officer

Kyle Patterson Contracting Officer Representative (COR)

Contractor Title

TBD