Sources Sought Notice – R– Patient Satisfaction Survey
Notice Type: Sources Sought Notice
Posted Date:
Office Address:
Subject: R--
Classification Code: R - Professional, administrative, and management support services
Solicitation Number: VA25017N0588
Contact: Harvey J McGowanContracting-Contract Specialist 216-447-8300 x3792/3793 mailto:[email protected]
Description:
REQUEST FOR INFORMATION
This is a Request for Information from the Network Contracting Office (NCO) 10 on behalf of the
The LSVAMC is seeking Magnet certification by the American Nurses Credentialing Center (ANCC). To apply for Magnet status, the ANCC requires that patient satisfaction data be reported at the unit level and benchmarked to a national source. The vendor must have their own (vendor-owned) client database, geographically diverse, national database of medical centers to include community hospitals, academic medical centers, Magnet---designated facilities and at least ten
The requirement is for a survey tool and associated reporting database that enables collection and analysis of provider-specific patient satisfaction data and enables benchmarking of data to a comprehensive database of leading health care institutions patient satisfaction performance utilizing the same tools at each facility. An evidence based survey tool is required that allows for inclusion of customized questions. The contract will enable the measurement of patient satisfaction for all providers at the LSVAMC. The firm will customize facility-wide measurement of patient satisfaction survey instruments for specified units/clinics at the LSVAMC.
Veterans who receive health care at a LSVAMC site of care within the time frame of this contract may be included in this surveying process. The leadership team or designee will maintain sole discretion regarding the survey sample size and the Veterans that are identified to receive the survey.
Scope:
The overall purpose is to award a contract with working unit-level data across the health care system, consulting service that specializes in the creation, administration, and analysis of patient satisfaction surveys. The primary objective of this contract is to increase patient satisfaction at the
Objective:
The primary objective of this survey tool is to identify the root cause of or areas of weakness enabling us to improve our services, ultimately increasing satisfaction of patients during their hospitalization or while receiving outpatient care from the LSVAMC. The results will be used to gain insight on the opinions of Veterans who use services in LSVAMC. The tool will also provide front line staff with real time feedback on patient perceptions and will offer solutions to improve employee performance and enhance our delivery of outstanding and quality care. Secondary objective is to benchmark LSVAMC aggregated and unit-level performance.
Tasks/Work Requirements:
The contractor will customize a service specific survey tools or instruments to administer to patients receiving services in the following areas: inpatient and outpatient units/clinics: Ambulatory Surgery, Inpatient (medical, CCU, rehab, SCI), Inpatient Behavior, Medical Practice (PC & 14 CBOCS),
The contractor will evaluate satisfaction of services provided by patient care unit, site/specialty, survey receipt date, dates of services clinician, and demographics. The contractor will provide comparisons with other comparable healthcare organizations, including
The contract will consist of the following activities:
Development and provision of evidence-based survey instruments that enable measurement of patient satisfaction that is provider-specific for all sites specified by the LSVAMC (Work Requirements (above) for specific facilities and CBOCS)
Distribution of surveys to patients specified by the LSVAMC within 72 hours of receipt of patient file from LSVAMC COR and other POC s as specified in writing.
Analysis of returned patient surveys and transcription of patient data into a centralized system accessible to LSVAMC users within 48 hours of receipt of data.
Provide a presentation of analyzed patient satisfaction data on a centralized online patient satisfaction database that provides LSVAMC users with real-time access to patient satisfaction data
Provision of online tools that enable users to create customized patient satisfaction reports
Provision of formal quarterly reports on patient satisfaction for each participating site in LSVAMC
Benchmarking of patient satisfaction data to leading health care institutions and identification of evidence-based, actionable solutions LSVAMC sites may implement to improve patient satisfaction
Provision of reports for written comments patient provide on the survey tool
Provision of quarterly utilization reports and analyses that document LSVAMC employee utilization of the patient satisfaction online database
Provision of raw patient satisfaction data as requested by LSVAMC
Provision of online and on-site training on survey instruments and online databases for LSVAMC users as requested
Execution of all start-up activities that conform to the needs of LSVAMC
Execution of surveying activities at designated LSVAMC sites no more than 10 business days following award of contract
Presentation at special LSVAMC leadership meetings as requested
Monitoring of data transmissions to ensure compliance with all applicable
Deliverables:
The contractor will provide all services associated with preparation, distribution, collection of the survey instrument and data, and reporting of collected data on an online database accessible to LSVAMC users within 48 hours of receipt of data. The contractor will be expected to use quantitative and qualitative data analysis techniques in accomplishing the tasks and providing quarterly written reports; which will include site-specific action plans and site-specific recommendations to improve patient satisfaction.
The LSVAMC and their associated
*- Inpatient (medical, CCU, rehab, SCI)
*- Inpatient Behavior
*- Medical Practice
*-
*-
Ambulatory
Near
Deliverables:
Assembly of data collected and providing professional analyses of the data is included in the services. The vendor will provide LSVAMC written summaries on-line within 10 days of the end of each quarter. The quarterly summary will include a comprehensive detailed assessments of our patient s experiences while receiving care at all LSVAMC sites of care. In addition, full customization and specialty comparisons, including detailed findings and a set of data queries available on-line and in hard copy.
The contractor will ensure data from all completed surveys can be viewed by LSVAMC through an online database within 48 hours of the contractor s receipt of the completed survey. The online database should enable LSVAMC users to develop customized reports to evaluate satisfaction of services provided by patient care unit, site/specialty, provider, and date of service on a variety of evaluation metrics including patient, site-specific, and operational demographics.
Specific deliverables are as follows:
1) LSVAMC employee access to a program for on-line data analysis of LSVAMC patient data by defined queries. LSVAMC will require access to an online database.
2) A survey tool that enables benchmarking of LSVAMC patient satisfaction data to leading health care institutions; including non-
3) An evidence-based survey tool that provides a statistically valid measure of patient satisfaction along the following indices:
a) Front line employee courtesy
b) Scheduling ease
c) Timeliness of registration process and wait time
d) Nursing staff courtesy
f) Quality of facility operations (patient flow, appearances, etc.)
g) Staff sensitivity to the patient s needs (privacy concerns, convenience of office hours)
h) Comments section that enables patient specific feedback
4) On-site and web-based education sessions/training for LSVAMC staff working with the vendor s on-line database in order to access the data and reports
5) On site data interpretation visits by the account executive
6) Unlimited customer service phone support
7) Electronic downloading of the quarterly reports
8) Access to training conferences
9) Utilization reports that identify LSVAMC employee use of the online patient satisfaction database.
Schedule of contract tasks and deliverables
The contractor shall begin surveying at all participating sites no more than 10 business days after notice to proceed is issued after contract award. The contractor will be expected to mail the surveys to patients within three (3) business days of receipt of the patient file from LSVAMC. The contractor will notify the designated LSVAMC representatives via e-mail when quarterly reports are available and when data becomes available online for each surveying site.
The contractor shall perform all necessary tasks to provide the quarterly reports within 10 days of the end of each quarter. Scanned surveys will be required to be viewable by LSVAMC staff electronically within 48 hours of receipt of the completed survey.
Method of evaluating deliverables
LSVAMC designated staff will evaluate all deliverables and review the resulting data. These reviews will involve close scrutiny of the data, viability of the information and utility of the service in helping improve service to our veterans, as well as the concurrence and/or changes required to proceed with the work as noted in the contractor s submissions.
Place of Performance
Analysis and input of all survey data will be performed by the vendor at their respective work site.
Period of Performance
The base term of the resulting Firm-Fixed Price task order against the GSA/FSS contract will be issued for (1) one year beginning at the date of award and one renewable option year at the discretion of the Government contracting officer and contracting officer under authority of FAR 52.217-9 of the task order.
Base Year
1st Year Optional Renewal
2nd Year Optional Renewal
3th Year Optional Renewal
4th Year Optional Renewal
Government Furnished Property
Government furnished property will not be provided to the contractor. All equipment required by the contractor will be provided at the contractor s expense.
Qualification of Key Personnel
Key contracting personnel involved in execution of the surveying service will be required to demonstrate appropriate knowledge, experience, and expertise regarding survey methodology and data analysis. Key personnel will also be required to participate and pass a government security review.
Payment Request/Invoice Submission
Once survey tool has been approved, contractor shall invoice on a monthly basis. Contractor shall be required to identify the total costs of each participating LSVAMC site on the monthly invoices. All invoices shall be itemized and detailed billing by specific
Survey development cost will not be paid until the completion and approval (by the
Comment transcription service fee will be paid upon submission of documentation that the service has been activated and annually thereafter if option period is exercised. Invoices shall be submitted to the
Contract Performance Monitoring
The COR with the aid of the designated clinical/resident expert shall be the
Personnel Policy
The Contractor shall be responsible for protecting the personnel furnishing services under the contract. To carry out the responsibility, the contractor shall provide the following for these personnel: worker s compensation, professional liability insurance, health examinations income tax withholding, social security payments, and National Standards of
The parties agree that such personnel shall not be considered
Patient privacy and confidentiality shall be maintained at all times. Computer access will not be required for this contract, but the security of information must be maintained at all times.
Privacy and Confidentiality
Contractors to the
Security Responsibilities/Security Training
Privacy and Security
The contractor will comply with the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and maintain the minimum necessary protected health information data required for the survey process. The contractor will develop and use proprietary patient satisfaction measurement tools, methodologies, and databases to advise and assist health care providers improve the quality of patient care. Other persons may identify their interest and capability to respond to this requirement by
Link/URL: https://www.fbo.gov/spg/VA/BreVAMC/VAMCCO80220/VA25017N0588/listing.html
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