Patient experience improvements Pre-Sol Notice Only, See RFI Instructions
DRAFT
Statement of Work
STATEMENT OF WORK TEMPLATE
GENERAL INFORMATION
1. Title of Project: Automated Real-Time Customer Service Assessment and Feedback Program Project Extension
2. Scope of Work: Contractor shall provide all resources necessary to accomplish the deliverables described in this statement of work (SOW), except as may otherwise be specified. VA Boston Healthcare System (VABHS) requires a comprehensive program for timely assessment of customer satisfaction at the point of service, immediate real-time feedback for customer service issues, regular timely feedback summary reports and ongoing performance improvement coaching. The assessment data collection must be accomplished using a hand-held device. Have familiarity with Truth Point (TP) software or Technology. TP is a technology enabled point-of-care patient feedback and performance improvement solution. Contractor will continue to provide VABHS with a custom-designed plan to identify areas for improvement, strategies to accomplish improvement, and tools to execute improvement plans utilizing previously purchased iPad Pro hand-held devices. Employees from leadership to front-line teams have been educated on the importance of a model which measures improvement and recognizes individuals and health care teams for providing exceptional care delivery.
3. Background: The current patient satisfaction survey process at VABHS uses data that is inadequate to drive improvement and compare with external benchmarks in key sectors of our operation. Limitations of the current survey data are attributed to difficulty accessing the data, inability to see unit/clinic-level information, and delays in surveying and reporting. Timely, easily accessible, unit/clinic-specific, and standardized information is critical to conducting data-driven improvement efforts geared towards improving the patient experience. Contractor to provide custom-designed improvement plans to address our unique Veteran healthcare needs that are instrumental in the success and growth of VABHS. TP provides a dedicated improvement coach which ensures a consistent message for staff throughout multiple areas of the medical facility. This enables the medical center to work toward improvement goals as a unified team improving patient experience, quality, and overall performance. VABHS has invested over a year s worth of time and effort by various healthcare providers into this specific tool. Many months were spent creating, reviewing, testing, and approving survey questions. Healthcare areas to be included in the improvement initiative were carefully reviewed. Staffing lists were uploaded to ensure personalized reports for each medical area. Numerous staff and volunteers have been trained to administer the TP custom-designed survey on the iPad Pro. TP creates and distributes the custom reports so Service Chiefs are able to integrate improvements into the day-to-day care of patients more rapidly. At the end of the initial contract, VABHS would maintain possession of the iPad Pro devices but would lose access to the custom-designed surveys and feedback reports. There would be an immediate and disruptive end to the data analysis/reports that identify communication gaps, accountability, along with the ability to recognize excellence. VABHS is at the point of identifying weaknesses and areas for improvement utilizing metric-driven data to create action plans. VABHS previous investment of time and money will continue the development of improvement plans based upon a solid platform.
Gaps Identified in Current State: Currently, national Veterans Health Administration (VHA) administers a systematic satisfaction survey program. There are two flagship surveys asking patients about their experiences with our healthcare system.
Inpatient SHEP (Survey of Healthcare Experience of Patients): About one-third of patients, randomly selected following an inpatient stay at one of our acute care hospitals (including medicine, surgery, and psychiatry), are sent a paper survey about their inpatient experiences (and the survey is aligned with the Hospital Consumer Assessment of Healthcare Providers and Systems survey (H-CAHPS) from the Agency for Healthcare Research and Quality (AHRQ).
Patient Centered Medical Home (PCMH) Survey: About one-tenth of patients, randomly selected following an outpatient primary care visit, are sent a paper survey about their primary care experience (and the survey is aligned with the CAHPS PCMH item set from AHRQ).
A real-time feedback tool does not exist at the VA Boston Healthcare System p
Goal: The goal for VABHS is to continue to improve organizational performance and Veteran experience, enhancing the relationship engagement between VABHS staff and/or VABHS volunteers and patients and/or family members while collecting real-time feedback in a systematic, comparable way that will continue to provide a means to trend data at the unit/clinic level, with ability to prioritize efforts for improvement. Hard and soft specifications for this work that will:
Accelerate patient experience performance improvement
Improve HCAHPS, SHEP, and other patient satisfaction measures
Establish high functioning engaged work teams resulting in at least 2 completed
projects for each care area per year
Enable the organization to discover and resolve patient issues before they become
complaints
Automate time-consuming patient feedback processes
Improve financial performance, staff engagement, and care quality
4. Performance Period: This will be a Base year contract extension for the period of September 3, 2017 to September 2, 2018. Option Period would be September 3, 2018 to September 2, 2019. Work at the Government site shall not take place on Federal holidays or weekends unless directed by the Contracting Officer. All work must be completed within 12 consecutive months.
5. Type of Contract: Base plus One Option Year if needed
B. CONTRACT AWARD MEETING
TP shall not commence performance on the tasks in this SOW until the CO has conducted a kick off meeting, or has advised TP that a kick off meeting is waived.
C. GENERAL REQUIREMENTS
For every task, TP shall identify in writing all necessary subtasks (if any), associated costs by task along with associated sub-milestone dates. TP s subtask structure shall be reflected in the technical proposal and detailed work plan.
All written deliverables shall be phrased in layperson language. Statistical and other technical terminology shall not be used without providing a glossary of terms.
D. SPECIFIC MANDATORY TASKS AND ASSOCIATED DELIVERABLES
Description of Tasks and Associated Deliverables: TP shall provide the specific deliverables described below for a comprehensive point of service customer satisfaction program within one year upon award for all deliverables.
The comprehensive point of service customer service program must include the following:
Facilitation of timely information from Veterans regarding their healthcare experience at the facility in specific areas as well as general assessments of the overall experience at the facility.
B. The assessment tools utilized must be:
1. Customizable based on the service area
2. Include demographic data required
3. Able to be modified for each area based on identified current customer service initiatives
specific to that area
4. Include branching questions for the ability to drill down to explore reasons for satisfaction
or dissatisfaction
5. Include an alert function for immediate service recovery
6. Include free text capacity for designated questions
7. Include a process to collect and report positive customer service behaviors
C. The assessments must be conducted utilizing a hand-held device that meets the following
criteria:
The collection devices will not transmit data through VABHS network; the product must
have its own data transmission system/process.
2. Requires less than 30 minute orientation for a new user.
D. The reporting process must meet the following criteria:
1. Allow the facility to automatically collect, track, and trend data by question at the provider,
service and facility level.
2. Provide weekly reports on staff identified as having provided exceptional customer service.
3. Provide service intervention alerts and resolution status communications.
4. Provision of daily reports that identify opportunities for improving Customer Satisfaction.
5. Provide weekly, monthly, and quarterly summary reports.
6. Benchmarking data with non-VA and other VA hospitals updated at least quarterly.
7. A dashboard capability that provides an overview of aggregated and ranked scores with the
ability to drill down to specific parameters
E. Planning and Implementation:
1. Two, one-day implementation and operational support site visits to include meetings with executive stakeholders, review of strategy, current initiatives, goals/objectives, leadership engagement and administrative readiness for solution implementation; includes report-out of findings. Travel expenses paid for by the vendor.
2. Design, development and deployment of seven customized patient experience assessments for the Care Areas targeted for FY18 implementation.
3. Definition of the process to effectively invite and capture patient feedback, supported with
best practice tools and training.
4. A weekly phone call with the designated leader for each care area during the first month
following implementation to ensure the administrative process is hardwired and information / reports are effectively used.
F. Requirements for ongoing operations and coaching support.
1. Initial training for staff in all new assessment locations including training and orientation on new devices.
2. Provision of regular reports including daily reports on number of assessments completed and free text comments, weekly statistical summary reports for all unique areas, monthly statistical summary reports and graphic summary reports, and quarterly summary reports.
3. Up to 4 hours changes to assessment and report design/distribution (in addition to the updates defined in the quarterly reviews).
4. A complete database of patient feedback for analysis and ad hoc reporting by each care area within VABHS.
5. Software use license and the unlimited use of the software for the defined areas.
6. Vendor to provide 3 MiFi units with cellular data transmission and data hosting services.
7. Reporting delivered to all key stakeholders via email based on the schedule, form, and format defined by each care area.
8. Monthly coaching sessions (via phone/electronic meetings) for each care area to include preparation, support and a one hour meeting for which the meeting agenda will be:
a. Key metrics achievement versus objectives
b. The administrative process of inviting patient feedback
c. A patient experience assessment
d. The information use plan
e. Key stakeholder engagement and determination of future needs
f. Updates on the implementation and success of quality improvement projects for each care area
9. Quarterly Executive Leadership Meetings to discuss overall results and progress. Two, one-day site visits, including travel time and expense. All travel will be paid for by the vendor and inclusive of all costs.
The scope of the work is to continue and enhance the software and process for collection of data in the following areas:
Jamaica Plain/West Roxbury/Brockton/5 CBOCs
1
Emergency/Urgent Care
Emergency Services + U.C. (3)
2
Outpatient Clinics
Primary Care Clinics
3
Specialty Care Clinics
Inpatient: Brockton/West Roxbury
Brockton
1
Acute Inpatient
Spinal Cord Injury Unit (SCI)
2
Detox
3
Acute Mental Health
4
Chronic Mental Health
5
CLC
Palliative Care (CLC)
6
Long-Term Care (CLC)
7
Transitional Care (CLC)
West Roxbury Acute Inpatient
8
Med-Surg
9
ICU (3) + Step Down Unit (1)
10
Med-Surg Day Unit
11
Spinal Cord Injury Unit
E. EVALUATED OPTIONAL TASKS AND ASSOCIATED DELIVERABLES [If applicable]
N/A
SCHEDULE FOR DELIVERABLES
1. The contractor shall complete the Delivery Date according to the staged implementation table.
2. If for any reason any deliverable cannot be delivered within the scheduled time frame, the contractor is required to explain why in writing to the CO, including a firm commitment of when the work shall be completed. This would only be acceptable if there was a Government delay.
Rollout: A staged implementation of services for the contract extension year based on the following recommended schedule. Upon award, schedule will commence as follows:
Month to Start
Care Area
3 months
West Roxbury Med Surg
4 months
West Roxbury 3 ICU units
5 months
West Roxbury Step Down Unit
5 months
West Roxbury & Brockton SCIU
7 months
Brockton Detox
7 months
Brockton Acute Mental Health
7 months
Brockton Chronic Mental Health
G. CHANGES TO STATEMENT OF WORK
Any changes to this SOW shall be authorized and approved only through written correspondence from the CO. A copy of each change will be kept in a project folder along with all other products of the project. Costs incurred by the contractor through the actions of parties other than the CO shall be borne by the contractor.
H. REPORTING REQUIREMENTS
1. The contractor shall provide the VABHS point of contact with monthly electronic written progress reports for distribution to the Executive Leadership Team.
I. TRAVEL
All travel will be paid for by the vendor and be inclusive of all costs.
J. GOVERNMENT RESPONSIBILITIES
Each VABHS service that is participating in the Automated Real-Time Customer Service Assessment and Feedback Program will properly and timely upload data (within one week of collecting data) to allow the contractor to provide correct and meaningful data.
K. CONTRACTOR EXPERIENCE REQUIREMENTS
The contractor must be experienced in collecting, storing, transferring, compiling, sorting, and delivering data through tablet devices for meaningful use.
The contractor must also be experienced with collection of patient-experience information in the healthcare setting, in order to be able to effectively coach, train, and consult VA employees to use the tablet devices properly in a patient setting, such as a medical center.
The contractor must be knowledgeable in the technical operation in tablet devices for operational assistance, including how to correctly utilize the hardware.
The contractor must have a proven ability to work with SHEP, SAIL and Attributable Effects reports and provide comprehensive strategies for improving customer satisfaction scores.
They must have the ability to provide combined reporting across multiple locations and improving key domains in benchmarking surveys.
The government has determined the following positions are considered key personnel: Performance Improvement Coach (es) and Client Service Advisor(s). They will work under this task order at the time the work is being negotiated. The Contractor must notify VHA in advance and we will approve or reject proposed Contractor key personnel for the performance of this contract. The Contractor shall submit a resume of qualifications to the VA POC for key personnel and all other direct employees proposed for the project. All Contractor employees will be approved by the VA POC prior to bringing on duty. The government will not dictate specific experience and education requirements of the employees initially proposed to perform the work stated herein. If a key person becomes unavailable to work on this project, the proposed substitutions of key personnel shall be made only as approved by the Contracting Officer and the VA point of contact (POC). If, at any time from date of award to the end of the contract, key Contractor personnel are no longer available, the VA POC reserves the right to review the qualifications of the proposed replacement personnel and to reject individuals who do not meet the qualifications set forth in the key personnel listing. The Contractor must inform the VA POC when personnel are removed from the contract for any reason. The Contractor shall remove any employee from the performance of this contract within five (5) workdays of receiving notice from the Contracting Officer that the employee's performance is unsatisfactory. All Contractor employees are subject to immediate removal from performance of this contract when they are involved in a violation of the law, VA security, confidentiality requirements and/or other disciplinary reasons.
L. CONFIDENTIALITY AND NONDISCLOSURE
It is agreed that:
1. The preliminary and final deliverables, and all associated working papers, application source code, and other material deemed relevant by VABHS which have been generated by the contractor in the performance of this task order, are the exclusive property of the U.S. Government and shall be submitted to the CO at the conclusion of the task order.
2. The CO will be the sole authorized official to release, verbally or in writing, any data, draft deliverables, final deliverables, or any other written or printed materials pertaining to this task order. No information shall be released by the contractor. Any request for information relating to this task order, presented to the contractor, shall be submitted to the CO for response.
3. Press releases, marketing material, or any other printed or electronic documentation related to this project, shall not be publicized without the written approval of the CO.
CONTRACTOR PERSONNEL SECURITY REQUIREMENTS
N/A: Vendor will not be accessing Department of Veteran Affairs computer systems.
Example PRICE/COST SCHEDULE
Item Information
ITEM NUMBER
DESCRIPTION OF SUPPLIES/SERVICES
QUANTITY
UNIT
UNIT PRICE
AMOUNT
0001
Tablet configured PCs for the VABHS facility to include Primary Care Clinics/CBOCs; WR Inpatient Units; Specialty Care Clinics; Emergency Services/Urgent Care; CLCs; WR and Brockton SICUs; and Brockton Detox and Mental Health
12.00
MO
.
ITEM NUMBER
DESCRIPTION OF SUPPLIES/SERVICES
QUANTITY
UNIT
UNIT PRICE
AMOUNT
1001
Tablet configured PCs for the VABHS facility to include Primary Care Clinics/CBOCs; WR Inpatient Units; Specialty Care Clinics; Emergency Services/Urgent Care; CLCs; WR and Brockton SICUs; and Brockton Detox and Mental Health
12.00
MO
RICHARD A. WELLS
richard.wells2@va.gov
RICHARD.WELLS2@VA.GOV
