A.01.02_Exhibit_E_–_Example_Performance_Report_Formats.pdf
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- Solicitation number
- W81K04-18-R-0002
- Issued by
-
Department of the Army Medical Command
About this file
This document contains performance report formats for a federal contract providing patient appointing, referral management, and clear and legible report services. The contract will be awarded by the Department of the Army Medical Command to provide these services to TRICARE beneficiaries within the Puget Sound Enhanced Multi-Service Market and selective Veterans Administration eligible beneficiaries. Services will support Madigan Army Medical Center, Joint Base Lewis McChord and its clinics, 62nd Medical Squadron, Naval Hospital Bremerton and its clinics, and Navy Health Clinic Oak Harbor. The pre-solicitation notice provides an opportunity for interested parties to comment on the draft solicitation by September 27, 2018. Solicitation W81K04-18-R-0002 will be issued on or around September 28, 2018 on FBO.gov. The contract will be a single award with a four-month base period and five one-year option periods from the date of award. The NAICS code is 561110 with a $7.5 million size standard.
Exhibit E
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Total Calls Total calls abandoned % Abandoned Standard
Dec 11,234 62 0.6% 2% Jan 15,993 388 2.4% 2% Feb 17,533 79 0.5% 2% Mar 14,933 163 1.1% 2% Apr 18,345 203 1.1% 2% May 15,399 302 2.0% 2% Jun 17,345 284 1.6% 2% Jul 18,254 491 2.7% 2% Aug 14,833 234 1.6% 2% Sept 19,345 271 1.4% 2% Oct 14,399 188 1.3% 2% Nov 18,544 193 1.0% 2%
Abandon Calls
Call Abandonment: The number of callers whose calls were received by the telephone switch, but who disconnected (i.e., hung up before reaching an appointing clerk/scheduler) at any time during the call transaction.
Call abandonment shall not to exceed 3% of total calls. Abandoned calls should be included in the Call Wait Time and Total Call Hold Time measures. Call abandonment rates will be reported per one hour time during operational periods.
IAW Puget Sound PWS Paragraph
5.9.2
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Total calls abandoned 62 388 79 163 203 302 284 491 234 271 188 193 % Abandoned 0.6% 2.4% 0.5% 1.1% 1.1% 2.0% 1.6% 2.7% 1.6% 1.4% 1.3% 1.0% Standard 2% 2% 2% 2% 2% 2% 2% 2% 2% 2% 2% 2%
0.0%
0.5%
1.0%
1.5%
2.0%
2.5%
3.0%
Ca lls
Abandon Calls
Average Call Processing
Time (seconds) Dec 11,234 321 Jan 15,993 388 Feb 17,533 266 Mar 14,933 422 Apr 18,345 203 May 15,399 302 Jun 17,345 284 Jul 18,254 491 Aug 14,833 234 Sept 19,345 271 Oct 14,399 188 Nov 18,544 193
Call Processing Time
Total Call Processing Time: The total length of call to include call waiting time, hold time, and talk time; weekly report.
This information shall be provided in 15 minute increments and list the average call processing time measured in seconds.
Measured by volume per hour, and reported by day of the week.
IAW
Puget Sound PWS Paragraph 5.9.5
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Average Call Processing Time (seconds) 321 388 266 422 203 302 284 491 234 271 188 193
Ca ll Pr oc es si ng
T im e
Average Call Processing Time (seconds)
Total calls on hold for less that 90 seconds Total calls on hold for more that 90 seconds Average time on hold
(seconds) Call
Standard Dec 11,234 10,812 422 75.2 90 Jan 15,993 15,211 782 52.0 90 Feb 17,533 17,291 242 83.0 90 Mar 14,933 14,602 331 34.0 90 Apr 18,345 18,023 322 95.2 90 May 15,399 15,069 330 55.0 90 Jun 17,345 16,803 542 4.5 90 Jul 18,254 17,113 1,141 48.0 90 Aug 14,833 13,813 1,020 35.0 90 Sept 19,345 18,771 574 65.0 90 Oct 14,399 13,546 853 29.0 90 Nov 18,544 17,200 1,344 33.0 90
Call Hold Time
Call Hold Time: The total time the patient is placed on hold or in queue by the telephone system or the contractor staff during the call. This includes the initial wait time and any subsequent times the patient is placed on hold/in queue by the telephone system, appointment clerk/scheduler, or other contractor staff.
IAW Puget Sound
PWS
Paragraph 5.9.8
This information shall be provided in 15 minute increments and list the average call Hold Time measured in seconds per hour.
Data will not be averaged beyond the hour.
The contractor will ensure that Call Hold Times do not exceed the average time per hour of measurement.
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Average time on hold (seconds) 75.2 52.0 83.0 34.0 95.2 55.0 4.5 48.0 35.0 65.0 29.0 33.0 Call Standard 90 90 90 90 90 90 90 90 90 90 90 90
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
100.0
Se co nd s on
H ol d
Call Hold Time
Dec thru Nov 12 months coverage
Total calls answered within 90 seconds
Total Calls not answered within 90 seconds % successful Dec 11,234 11,043 191 98% Jan 15,993 15,442 551 97% Feb 17,533 17,044 489 97% Mar 14,933 14,433 500 97% Apr 18,345 17,254 1,091 94% May 15,399 15,300 99 99% Jun 17,345 17,034 311 98% Jul 18,254 17,344 910 95% Aug 14,833 14,044 789 95% Sept 19,345 19,002 343 98% Oct 14,399 13,777 622 96% Nov 18,544 17,431 1,113 94%
Call Wait Time
Call Wait Time: the initial time the caller waits in the queue for the live appointing clerk/scheduler to schedule/cancel/re‐schedule an appointment after being place on hold by the telephone system.
IAW Puget Sound PWS Paragraph 5.9.1
90% of calls shall be answered within 60 seconds. 100% of calls answered within 90 seconds.
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Total Calls not answered within 90 seconds 191 551 489 500 1,091 99 311 910 789 343 622 1,113 % successful 98% 97% 97% 97% 94% 99% 98% 95% 95% 98% 96% 94%
1,000
1,200
91%
92%
93%
94%
95%
96%
97%
98%
99%
100%
Ca ll Vo lu m e
Call Wait Time
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Appts Cancelled 933 298 393 563 239 271 296 265 271 296 533 522 1200 Calls Made 344 244 265 263 154 143 154 232 213 244 422 452 923 Emails Sent 123 88 263 123 111 27 31 20 297 27 53 77 32 Text msgs Sent 263 111 27 31 20 14 9 14 26 27 271 296 30 Relay Health Msg 31 26 66 296 30 13 13 263 297 14 27 31 20
Cancelled By Facility
Calls Made 344 244 265 263 154 143 154 232 213 244 422 452 923 Emails Sent 123 88 263 123 111 27 31 20 297 27 53 77 32 Text msgs Sent 263 111 27 31 20 14 9 14 26 27 271 296 30 Relay Health Msg 31 26 66 296 30 13 13 263 297 14 27 31 20 Appts Cancelled 933 298 393 563 239 271 296 265 271 296 533 522 1200
Ca lls
Cancellations By Clinic
Calls Made Appointments Scheduled Text Messages Sent Antidepressant Med Mgmt Acute 560 300 260 Antidepressant Med Mgmt Continuous Phase 120 70 50 Asthma Medications 980 510 470 Breast Cancer Screening 1597 754 843 Cervical Cancer Screening 1985 1156 829 Chlamydia Screening in Women 389 221 168 Cholesterol Management LDL Control 678 398 280 Cholesterol Management LDL Screening 259 121 138 Colorectal Cancer Screening 1542 981 561 Diabetes A1c<9% 1687 1160 527 Diabetes A1c Screening 2589 1956 633 Diabetes LDL<100 mg/dl 1456 856 600 Diabetes LDL Screening 2498 1852 646 Mental Health F/U After Hospitalization 30 Days 30 2 28 Mental Health F/U After Hospitalization 7 Days 7 6 1 Well Child Visits First 15 Months of Life 200 140 60
*Data is notional and is for graphic display only. Decisions should not be made on this data.
HEDIS ‐ Wellness Appointments
HEDIS ‐ Wellness Appointments
Calls Made
Appointments Scheduled
Text Messages Sent
Antidepressant Med Mgmt Acute
Antidepressant Med Mgmt Continuous Phase Asthma Medications Breast Cancer Screening Cervical Cancer
Screening Chlamydia Screening in
Women
Cholesterol Management LDL
Control
Cholesterol Management LDL
Screening
Colorectal Cancer Screening Diabetes A1c<9% Diabetes A1c Screening Diabetes LDL<100 mg/dl Diabetes LDL Screening Mental Health F/U After
Hospitalization 30 Days Mental Health F/U After Hospitalization 7 Days
Well Child Visits First 15 Months of Life
Calls Made 560 120 980 1597 1985 389 678 259 1542 1687 2589 1456 2498 30 7 200
Appointments Scheduled 300 70 510 754 1156 221 398 121 981 1160 1956 856 1852 2 6 140
Text Messages Sent 260 50 470 843 829 168 280 138 561 527 633 600 646 28 1 60
HEDIS ‐ Wellness Appointments
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Live Contact 138 263 251 234 164 161 271 296 261 313 279 292 Left VM 37 27 31 33 49 26 29 30 31 26 35 36 Invalid Phone Number 6 14 9 14 25 18 17 20 12 13 15 11 No Answer (third call) 164 161 271 296 261 313 279 292 265 263 297 299 Appt Booked 22 37 27 31 33 49 26 29 30 31 26 35 Text Message sent 45 45 64 93 29 49 48 39 30 38 47 32 Total Appt 412 547 653 701 561 616 670 706 629 684 699 705
Specialty Appt Statistics
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Live Contact 138 263 251 234 164 161 271 296 261 313 279 292 Left VM 37 27 31 33 49 26 29 30 31 26 35 36 Invalid Phone Number 6 14 9 14 25 18 17 20 12 13 15 11 No Answer (third call) 164 161 271 296 261 313 279 292 265 263 297 299 Appt Booked 22 37 27 31 33 49 26 29 30 31 26 35 Text Message sent 45 45 64 93 29 49 48 39 30 38 47 32 Total Appt 412 547 653 701 561 616 670 706 629 684 699 705
Ap pt s
Specialty Appt Statistics
Surgery Appts 297 300 326 231 181 189 325 248 337 461 234 1022 120 Calls Made 319 324 401 312 219 249 423 294 420 493 452 1102 219 Text Messages Sent 12 49 52 47 33 32 63 44 63 74 68 165 28
Surgery Reminder Calls
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Calls Made 319 324 401 312 219 249 423 294 420 493 452 1102 219 Text Messages Sent 12 49 52 47 33 32 63 44 63 74 68 165 28 Surgery Appts 297 300 326 231 181 189 325 248 337 461 234 1022 120
Surgery Reminder Contacts
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Estimated Calls Allowed 62,500 62,500 62,500 62,500 62,500 62,500 62,500 62,500 62,500 62,500 62,500 62,500 Estimate Appointments Allowed 57,500 57,500 57,500 57,500 57,500 57,500 57,500 57,500 57,500 57,500 57,500 57,500 Inbound Calls 54,984 55,549 57,580 53,950 53,400 50,640 50,000 51,980 51,800 54,800 56,458 55,580 Outbound Calls 4,984 5,549 7,580 3,950 3,400 3,689 3,420 2,970 3,230 4,800 6,458 5,580 Appointments Made 52,235 52,772 54,701 51,253 50,730 48,108 47,500 49,381 49,210 52,060 53,635 52,801 TOL Appointments Made 104 106 109 103 101 96 95 99 98 104 107 106 Relay Health Appointments Made 209 211 219 205 203 192 190 198 197 208 215 211
*This report will also be produced as a separate graph for Primary Care and Specialty Care Appointments as well as broken out by Facility.
**Data is notional and is for graphic display only. Decisions should not be made on this data.
Call Volume: Total number of calls placed and received by the appointing telephone switch.
reported IAW Puget Sound PWS Paragraph 5.9.4
Call volume should be reported as inbound, outbound and total number of calls handled by the contractor. Call volume will be reported in one hour increments for each period of daily operation. Call volume will also be reported by day of week.
Total Call Volume and Appointments Made
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Outbound Calls 4,984 5,549 7,580 3,950 3,400 3,689 3,420 2,970 3,230 4,800 6,458 5,580 Inbound Calls 54,984 55,549 57,580 53,950 53,400 50,640 50,000 51,980 51,800 54,800 56,458 55,580 TOL Appointments Made 104 106 109 103 101 96 95 99 98 104 107 106 Relay Health Appointments Made 209 211 219 205 203 192 190 198 197 208 215 211 Estimated Calls Allowed 62,500 62,500 62,500 62,500 62,500 62,500 62,500 62,500 62,500 62,500 62,500 62,500 Estimate Appointments Allowed 57,500 57,500 57,500 57,500 57,500 57,500 57,500 57,500 57,500 57,500 57,500 57,500 Appointments Made 52,235 52,772 54,701 51,253 50,730 48,108 47,500 49,381 49,210 52,060 53,635 52,801
10,000
20,000
30,000
40,000
50,000
60,000
70,000
Total Call Volume and Appointments Made
Change Clinic 138 263 251 234 164 161 271 296 261 313 279 292 265 No Appt Available 29 37 33 34 22 37 27 31 33 49 26 29 30 No Appt Available To Contractor 13 13 15 9 8 6 14 9 14 25 18 17 20 All Appt Refused 264 138 263 251 234 164 161 271 296 261 313 279 292 Added to Waitlist 45 29 37 33 34 22 37 27 31 33 49 26 29 Changed ATC 19 13 13 15 9 8 6 14 9 14 25 18 17 Changed Clinics 161 271 296 261 313 279 292 265 263 297 299 236 266 Modified Referal 37 27 31 33 49 26 29 30 31 26 35 36 60 Referred to Urgent Care Center 6 14 9 14 25 18 17 20 12 13 15 11 16 Unsuccessful Telephone Transfer (Dropped Calls) 164 161 271 296 261 313 279 292 265 263 297 299 236 Supervisor 22 37 27 31 33 49 26 29 30 31 26 35 36
Unbooked Primary Appt Requests Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Change Clinic 138 292 251 234 292 161 271 296 261 313 279 292 No Appt Available 29 29 33 34 29 37 27 31 33 14 9 14 No Appt Available To Contractor 292 17 14 9 14 25 14 9 14 265 263 297 All Appt Refused 29 279 265 263 297 299 161 271 296 30 31 26 Added to Waitlist 17 26 30 31 26 35 292 27 31 20 12 13 Changed ATC 279 18 20 12 13 15 29 14 9 14 25 18 Referred to Urgent Care Center 236 14 265 263 297 299 26 20 12 13 15 11 Unsuccessful Telephone Transfer (Dropped Calls) 36 161 30 31 26 35 18 292 265 263 297 299 Supervisor 22 37 20 12 13 15 236 29 30 31 26 35
Unbooked Specialty Appt Requests
Unbooked Primary Appt Requests
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Change Clinic 138 263 251 234 164 161 271 296 261 313 279 292 265 No Appt Available 29 37 33 34 22 37 27 31 33 49 26 29 30 No Appt Available To Contractor 13 13 15 9 8 6 14 9 14 25 18 17 20 All Appt Refused 264 138 263 251 234 164 161 271 296 261 313 279 292 Added to Waitlist 45 29 37 33 34 22 37 27 31 33 49 26 29 Changed ATC 19 13 13 15 9 8 6 14 9 14 25 18 17 Changed Clinics 161 271 296 261 313 279 292 265 263 297 299 236 266 Modified Referal 37 27 31 33 49 26 29 30 31 26 35 36 60 Referred to Urgent Care Center 6 14 9 14 25 18 17 20 12 13 15 11 16 Unsuccessful Telephone Transfer (Dropped Calls) 164 161 271 296 261 313 279 292 265 263 297 299 236 Supervisor 22 37 27 31 33 49 26 29 30 31 26 35 36
Re qu es ts
Unbooked Specalty Appt Requests
Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Change Clinic 138 292 251 234 292 161 271 296 261 313 279 292 No Appt Available 29 29 33 34 29 37 27 31 33 14 9 14 No Appt Available To Contractor 292 17 14 9 14 25 14 9 14 265 263 297 All Appt Refused 29 279 265 263 297 299 161 271 296 30 31 26 Added to Waitlist 17 26 30 31 26 35 292 27 31 20 12 13 Changed ATC 279 18 20 12 13 15 29 14 9 14 25 18 Referred to Urgent Care Center 236 14 265 263 297 299 26 20 12 13 15 11 Unsuccessful Telephone Transfer (Dropped Calls) 36 161 30 31 26 35 18 292 265 263 297 299 Supervisor 22 37 20 12 13 15 236 29 30 31 26 35
Ap pt s
Unbooked Appointments
| Performance metric Abandon calls |
| Performance metric average call processing time |
| Performance metric Call Hold Time |
| Performance metric Call wait time |
| Performance metric Cancellations by clinic |
| Performance metric HEDIS - Well Appointments |
| Performance metric Specialty Appt Statistics |
| Performance metric Surgery reminder Contacts |
| Performance metric total call volume |
| Performance metric unbooked specialty appointment requests |
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