Primary Care Patient Experience Surveys

Multnomah County Health Department's Integrated Clinical Services is seeking a professional service provider to conduct patient experience surveys across its healthcare facilities. The procurement, identified as RFP-1-2023, requires a contractor to perform approximately 700 completed patient surveys per quarter across 8 primary care clinics, 8 student health centers, and 7 dental clinics. Surveys must be conducted via telephone in at least the top five languages spoken by patients, utilizing a standardized questionnaire with CAHPS (Consumer Assessment of Healthcare Providers and Systems) questions. The successful contractor will be responsible for survey sampling, tabulation, and reporting, with an expectation of providing quarterly reports within 21 days of each calendar quarter's end. The evaluation will be weighted 75% on programmatic questions and 25% on responsible business practices, assessing survey methodology, linguistic diversity, reporting capabilities, environmental considerations, and economic impact. The solicitation was open from July 1, 2022, to August 1, 2022, with a pre-proposal virtual conference held on July 12, 2022, and a proposal closing deadline of August 1, 2022, at 4:00 p.m.

The county strongly encourages participation from Minority-Owned, Women-Owned, and Emerging Small Businesses. Contractors must have an established relationship with the Oregon Primary Care Association (OPCA) for benchmarking and reporting, and must adhere to HIPAA privacy requirements with trained surveyors capable of escalating complaints and incidents. The contract will be for one year with options to renew annually for up to four additional one-year terms, not exceeding five years total. The estimated contract value is budgeted at $50,000 over the contract timeline. Cooperative purchasing options are available, allowing other public agencies to potentially establish contracts under the same terms and conditions. Contractors must provide comprehensive documentation, including a HIPAA Business Associate Agreement, Equal Employment Opportunity Certification, and proof of independent contractor status. The county has built in flexibility for potential expansion, with survey capabilities that might extend to additional services such as Dental, Pharmacy, Behavioral Health, and ad hoc surveys in the future.