SOW_Interpreter Services.pdf

Statement of Work (SOW)

TELEPHONIC LANGUAGE INTERPRETER SERVICES

Chinle Comprehensive Health Care Facility

Nursing Services – Interpreter Services

The Chinle Service Unit (CSU) is composed of the Chinle Comprehensive Health Care

Facility (CCHCF) is a 60-bed hospital and provides outpatient services, including laboratory, radiology, and public health services. Chinle Service Unit serves a population of about 33,000, with the main hospital located in Chinle, Arizona. Hospital departments include: 4 inpatient departments, the Emergency Room (ER)/Urgent Care (UC), Surgery

Department (OR/PACU), 5 Outpatient Departments, and multiple ancillary departments, such as Laboratory, Radiology, Dental, Optometry, and Physical Rehab. Chinle Service

Unit is also comprised of two satellite clinics who provide medical services, these are the

Tsaile Health Center and Pinon Health Center. The language interpreter services are required and needed CSU wide.

1. GENERAL: This SOW describes requirements for telephonic language interpreter services that will be used for the purpose of communication between the patient(s) and the healthcare provider staff when needed. The service is interpretation of language for non-English speaking customers/patients who are seeking healthcare, specifically

Navajo language interpretation. This is to ensure patient needs are met in a safe and private manner, while meeting communication requirements of an accredited healthcare facility.

1.1. BACKGROUND. The purpose is to ensure there is on-demand telephonic language interpreter services to allow for communication between the patient(s) and the healthcare staff at Chinle Comprehensive Health Care Facility 24 hours a day, 7 days a week, and 365 days a year. The contractor shall be responsible for supplying all elements as noted in the specified requirements of such system;

including, but not limited to the software, interfaces, and training to Chinle Hospital staff as to the process for requesting on-demand language interpreter services.

1.2. Scope.

1.2.1. Language Interpreter contractor shall provide the following:

1.2.1.1. The contractor shall provide on-demand telephonic language interpreter services for non-English speaking who present for healthcare services.

1.2.1.2. The contractor shall provide a full range of language interpreter services, specifically Navajo healthcare interpreter services 24 hours a day, 7 days a week, and 365 days per year.

1.2.1.3. Contractor shall exercise the knowledge of medical terminology to provide effective language interpretation services for healthcare providers at the Chinle Service Unit.

1.2.1.4. Contractor shall work effectively and collaboratively with the healthcare team at Chinle Service Unit when providing language interpreter services.

1.2.1.5. The Contractor shall manage all patient information in accordance with HIPPA standards, Privacy Act laws, and Indian Health Service specific policies and procedures.

1.2.1.6. Contractor shall provide culturally sensitive language interpreter communication services, specifically related to the Navajo patient population.

1.2.1.7. Contractor shall supply monthly reports to nursing administration with data related to number of calls, identified language for each interpretation service requested, length of call, and any other data collected by Contractor for purposes of improvement and/or concerns identified.

1.2.1.8. Contractor shall test of all capabilities of on-demand services.

1.2.1.9. Training of clinical super users IF needed.

1.2.1.10. Training of Nursing, Clinical, IT, Informatics, and Quality

Management staff in regards to the processes required for language interpreter service implementation.

1.2.1.11. Contract shall follow all policies/procedures, The Joint Commission (TJC), and Indian Health Service (IHS) standards.

1.2.1.12. Provide continued support of services as needed.

1.3. Place of Performance:

1.3.1. The contractor shall provide all on-demand telephonic language interpreter services to the following site:

Chinle Service Unit POC: Henrietta James, COR Hwy 191 Hospital Drive Chinle, Arizona 86503 928-674-7189 henrietta.james@ihs.gov

2.0 Contractor Furnished Property: The Contractor shall ship all necessary equipment and supplies. Contractor shall supply all administrator passwords.

Contractor shall supply all warranty information. The Contractor shall obtain remote access to Chinle networks if required for service implementation and individuals designated by contractor shall complete all mandatory training as required by the Indian Health Service (IHS) and maintain annual trainings as long as required.

3.0 Performance Evaluation:

3.1 The Contractor’s performance will be evaluated in accordance with the standards set forth in the contract and Performance-based Matrix below.

10.0 Performance – based

Matrix

Performance based Task Indicator Standard Quality Assurance Incentives

Contractor shall provide On-

Demand telephonic language interpreter services in the delivery of patient care to the Chinle Service

Unit.

Competency

Compliance

Patient Outcomes

Professionalism

Documentation

Service Quality

Perform 100% required tasks

100% compliance with IHS Service

Units and/or Health Centers published Policies; Procedures;

Standards of Care; and hospital and nursing Protocols.

No reports of breached patient health information that might adversely affect patient outcome.

Performance characterized by continual cultural awareness and focus on customer service.

100% percent of all documentation meets established IHS Medical

Facility, TJC, and CMS standards to include, but are not limited to, timeliness, accuracy, content, date, and time of service provided.

Satisfaction with quality of service is evidenced by valid customer inputs.

The Quality Assurance

Surveillance Plan will include periodic inspections and customer concerns.

Payment of contract price for satisfactory service.

Contractor performance will be evaluated using the

Contractors

Performance

Assessment Report

(CPAR). The evaluation will be considered when future IHS Contract selections are made.

3.2 Substantiated reports written by any customer dealing with patient safety, infection control, or other procedure that adversely affects patient outcome constitutes a breach of contract.

4.0 Administrative Requirements:

3.1 Point of Contact (POC): The contractor shall provide a POC that shall be responsible for the performance of work.

3.2 Certifications: The contractor staff performing work with patient data or in patient care areas shall complete CSU approved HIPPA/Privacy Act training.

3.3 Testing: The contractor shall test telephonic services to ensure successful contact and services are functional, at no additional cost to the Government.

3.4 Dispatch: The contractor shall guarantee a 24 hour contact for any services such as trouble shooting, if needed.

3.5 Training: The contractor shall provide training of local staff prior to the commencement of services, this training can be virtual.

3.6 Other: The contractor shall abide by all requirements by the Chinle Service Unit regarding CDC COVID-19 guidelines, which requires all staff to wear masks at all times while in the facility, maintain social distancing, and use of hand sanitizer.