Exhibit_14n_CSS_Poor_Rating_Monthly_Resolution_Completed__Detail_4.4.4.5.xlsx
XLSX spreadsheet 35 KB Posted
- Attached to
- Special Notice-Amendment 0009
- Solicitation number
- W15QKN-17-R-1042
About this file
This notice provides details for a forthcoming solicitation seeking health readiness services. The U.S. Army Contracting Command - New Jersey, on behalf of the Defense Health Agency, will issue a solicitation for the Reserve Health Readiness Program III to procure services including immunizations, physical examinations, assessments, dental care, laboratory services, and occupational health services. The services will support Reserve and Active Components of the Army, Air Force, Navy, Marine Corps and Coast Guard throughout the U.S., Germany, and at designated group events. The Government intends to award a single firm-fixed-price and cost reimbursement contract for five years with task orders. Interested parties should monitor the Federal Business Opportunities website for release of the solicitation anticipated on September 30, 2017.
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Legend
RHRP II - Deliverable 20 - KPI 12
CSS Poor Rating Monthly Detail - Legend
Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016
| Report Legend | |
| This report is to track the Contractors attempts to resolve Customer Complaints. All Customer Complaints received from surveys are to have a resolution attempted within 30 days of reciept. | |
| Calculations | |
| KPI: | The KPI measures the number of customer complaints received via Customer Satisfaction Survey in which resolution is required and is attempted within 30 calendar days of receipt The compliance is met if less than 5% of resolution attempts are made over 30 days. |
| Top Complaints: | Provides a summary of the top 4 questions marked as “poor” on the RHRP II Customer Satisfaction Survey. The calculation looks at the total number of times a particular question was marked poor and divides that by the total number of poor surveys returned providing the impact that question has on the total adverse surveys. |
| RHRP Appointments: | The total number of completed RHRP appointments, by the provider, for the selected date range. |
| Definitions | |
| Total Unique Surveys: | The number of total surveys that are received and have at least one "poor" response. |
Deliverable 20 - CSS Poor Rating Monthly Detail Database: MedNetProd 12/5/2016 2:03:22 PM
Deliverable 20 Summary
RHRP II - Deliverable 20 - KPI 12
CSS Poor Rating Monthly Detail - Deliverable 20 Summary
Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016
| Total Surveys Received | Total Adverse Surveys with Resolution Attempted | # of Resolutions Attempted within 30 Days | Compliance % |
| 13,234 | 144 |
Deliverable 20 - CSS Poor Rating Monthly Detail 12/5/2016 2:03:22 PM
Detail
RHRP II - Deliverable 20 - KPI 12
CSS Poor Rating Monthly Detail - Detail
Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016
Reserve Component KPI # Order # Date Survey Received Resolution Attempt Complete Date Survey Question Subject Matter Service Member Comments from Survey Service Member Follow Up Provider Follow Up Follow Up Actions Unresolved Complaint Explanation Service Member / Event POC Name Phone Provider ID Provider Name May We Contact You? Compliant
Total Adverse Surveys:
Reserve Component KPI # GE # Date Survey Received Resolution Attempt Complete Date Survey Question Subject Matter Event POC Comments from Survey Event POC Follow Up Event POC Name Phone Compliant
Total Adverse Surveys:
Deliverable 20 - CSS Poor Rating Monthly Detail 12/5/2016 2:03:22 PM
Top Complaints
RHRP II - Deliverable 20 - KPI 12
CSS Poor Rating Monthly Detail - Top Complaints
Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016
| Top 4 Questions Marked "Poor" | # Adverse Responses | Total Responses | Adverse % of Total Responses |
| Wait time at the clinic. | |||
| Your overall satisfaction with the scheduling center. | |||
| Your call to the scheduling center was answered in a timely manner. | |||
| Your overall satisfaction with the information you received. | |||
| Totals |
Deliverable 20 - CSS Poor Rating Monthly Detail 12/5/2016 2:03:22 PM
3 or More Wait Times
RHRP II - Deliverable 20 - KPI 12
CSS Poor Rating Monthly Detail - 3 or More Wait Times
Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016
Reserve Component KPI # Order # Survey # Customer Comments from Survey Service Member Name Phone Provider ID Provider Name Provider City Provider State RHRP Appointments % of RHRP Appointments May We Contact You?
Deliverable 20 - CSS Poor Rating Monthly Detail 12/5/2016 2:03:22 PM
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