Sample Optician_PWS.docx

Sample of Requirement For VA Pacific Islands Health Care System Department of Veterans Health Administration (VHA) 459 Patterson Road Honolulu, Hawaii

VAPIHCS OPTICIAN SERVICE

1. SCOPE

1.1 The contract is intended for use by VA Pacific Islands Health Care System. New clinics associated with major sites may be added during the life of this agreement.

Facility Addresses:

Honolulu HI 96819

Kailua-Kona, HI 96740

Hilo, HI 96720

Lihue, HI 96766

Kahului, HI 96732

Kaunakakai, HI 96748

Kapolei, HI 96707

2. GENERAL REQUIREMENTS

3.1. VA Pacific Islands Health Care System specifically the Spark M. Matsunaga Ambulatory Care Clinic and Daniel Kahikina Akaka VA Clinic will provide the contractor space for an optical shop to measure and fit eligible Veterans. Outpatient Clinic locations will supply temporary space as needed to see the limited number of Veterans. Enough temporary space will be provided for vendor to provide optician service to Veterans at each neighbor island site.

3.2. The contractor shall provide licensed opticians and applicable staff with appropriate ophthalmic dispensary training as needed to meet the workload needs of VAPIHCS sites listed in table in paragraph 1.2 for the purpose of measuring and fitting of all Veteran patient prescriptions provided by the Optometry or Ophthalmology clinics or other network provider. Opticians will be in the VAPIHCS Spark M. Matsunaga Ambulatory Care Clinic and Daniel Kahikina Akaka VA Clinic. Neighbor Island locations do not require a full-time optician, however they will be provided space for the purpose of measuring and fitting of all Veteran patient prescriptions provided by the Optometry or Ophthalmology clinics or other network provider. Travel expenses for the traveling Optician is to be covered by the contractor. The licensed opticians must meet the licensing/certification requirement of the State of Hawaii and/or American Territories. The licensed opticians must also be able to verify eyeglass prescription specifications provided by the Health Care System providers. A contingency plan shall be in place to insure adequate contractor coverage (licensed opticians) in the event of contractor sickness, vacations, termination of employment etc. When an optician is selected by the contractor, the CO and facility Clinical COR will have discretion on the selected optician regarding the person having suitable experience, qualifications, training and security clearance to meet the workload at the location. The Contracting Officer may require, in writing, that the contractor remove from the work any employee the Contracting Officer deems incompetent, careless, or otherwise objectionable. When handling unsatisfactory performance, the COR must: Inform the Contracting Officer immediately if contract performance is unsatisfactory. Work with the Contracting Officer to identify corrective actions, if necessary. Make sure the contractor understands that the Contracting Officer’s decisions are final. The VAPIHCS must concur with the selection of the contract opticians, and the opticians must successfully complete the vendor and VA background requirements, new employee orientation to VA procedures, and mandatory training requirements as described in paragraph 15. If any of these areas are deficient, the contract optician(s) will be unable to work at the VA location. Contractor staff performing on site at a VA facility shall always dress in a professional manner and wear appropriate identification in the performance of their duties and while on Government Facility Grounds.

3.3 Hours of operation: Contractor opticians will provide fitting, repair and measuring service for patients during normal business hours from 7:30 a.m. to 4:00 p.m., Monday through Friday, excluding Federal holidays. The contractor will accommodate VA Clinic hours with the last patient walk-in or appointment at 3:30 p.m. The tour may vary depending upon arrangement with VA facility. The contractor shall coordinate the operating hours with the Clinical COR for the Oahu and neighbor island locations. Unless specifically authorized in writing by the Contracting Officer, no services will be provided, and no charges will be incurred and/or billed for any order on this contract on any of the Federal Holidays in paragraph 1.2. If required, the CO may designate the Contractor to provide service outside of the standard 7:30 a.m. – 4:00 p.m. hours and on weekends. The tour may vary depending upon arrangement with VA facility.

3.4. Federal Holidays: The following are 11 holidays observed by the Federal Government: New Year’s Day; Martin Luther King, Jr. Birthday; Washington’s Birthday; Memorial Day; Juneteenth; Independence Day; Labor Day; Columbus Day; Veterans Day; Thanksgiving Day; Christmas Day, and any other day designated by the President of the United States to be a federal holiday. When a holiday falls on Sunday, the following Monday will be observed as the legal holiday. When a holiday falls on a Saturday, the preceding Friday will be observed as the legal holiday.

3.5. All vacations and sick leave absences by the contracted optician must be covered by the contractor with an equally qualified, trained and VA approved optician for the entire vacation period. The contractor shall provide a replacement optician with an optician of equal or greater experience and skills for any planned or unplanned absence that exceeds 2 hours. It shall be the responsibility of the contractor to make arrangements for replacement opticians. The Contractor is responsible for contacting the VA Clinical COR and Eye Clinic for any absence exceeding two hours as early as possible. The VA is not responsible for notifying the contractor of contractor personnel tardiness or absences.

3. OPTICIAN REQUIREMENTS

4.1. The contractor’s on-site personnel shall:

a. Provide frame information and measurements to the VA Vista system.

b. Answer beneficiary questions related to the eyeglasses and eyeglasses order.

c. Contact no-show beneficiaries to determine if the beneficiaries will be obtaining eyeglasses through the VA Optical Shop. Advise the facility Clinical COR when a beneficiary declines services and annotate contact with veteran on the consult in the VA Vista System.

d. Maintain professional customer relations. Meet the needs of customers while supporting VA missions. Consistently communicate and treat customers (veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Provide the customer with accurate information according to established policies and procedures. Handle conflict and customer concerns constructively and appropriately.

e. Verify with Prosthetics staff that each eyeglass order is associated with a purchase order.

f. Work closely with Clinical COR and or staff members regarding administrative issues as early as possible once issues are discovered.

g. Electronically and securely transmit all eyeglass orders to the contractor manufacturing facility.

h. Track eyeglass orders weekly with the contractor for verification of receipt of prescription or order.

i. Communicate directly with beneficiaries on optical issues as they arise (often by telephone).

j. Maintain an electronic log of phone calls from beneficiaries and document actions taken on electronic log and consult/prescription.