VAMC Togus Maine Wheelchair Transportation
PERFORMANCE WORK STATEMENT
VA MAINE HEALTHCARE SYSTEM
WHEELCHAIR VAN TRANSPORTATION SERVICES
I. GENERAL OVERVIEW:
The VA Maine Healthcare System requires a contractor to furnish WHEELCHAIR (W/C) VAN TRANSPORTATION SERVICES to its beneficiaries. The contractor must provide all equipment, personnel, supervision, and support to provide these transportation services. This contract shall be for a period of one year with option to renew four (4) additional one-year periods.
The primary intent of this contract is for prearranged non-emergency transportation. All services will be provided in accordance with the terms and conditions of this contract and industry accepted quality standards highlighted in this SOW.
The Maine Healthcare system includes the Togus VA Medical Center located in Augusta, ME and the following Community Based Outpatient Clinics (CBOC s): Bangor, Lewiston, Portland, Rumford, and Saco, addresses listed. Services include transportation to and from Togus VA, CBOC s or VA authorized appointments in the community. Based on the history of need, rarely a trip to Caribou or Calais and out of state VA Medical Centers in Massachusetts may occur.
Bangor VA Clinic Saco VA Clinic
35 State Hospital Drive, Bangor, ME 655 Main St, Saco, ME
Portland VA Clinic Rumford VA Clinic
144 Fore St. Portland, ME 431 Franklin St. Rumford, ME
Lewiston VA Clinic
15 Challenger Drive, Lewiston, ME
Historically, the VA Maine Healthcare System has divided the state into geographic zones and then awarded each zone individually. That will no longer be the case, as the government seeks one primary contractor (or transportation broker) that will now handle the entire state and the logistics of establishing subcontracting networks (if necessary).
The intent is to establish an all inclusive price to the greatest extent possible by establishing a fixed price per trip for routine transports. Base trips are defined as being within a 25-mile radius of the pick-up point. Therefore, pricing is established on a per trip basis with additional line items to cover mileage over the 25-mile radius, or special scenarios. Please see attached price schedule for further clarification.
II. TASKING/SPECIFICATIONS:
GENERAL: Contractor will furnish Monday-Friday (business hours) Wheelchair (w/c) Van Transportation Service for the beneficiaries of the VA Maine Healthcare System. Service to include transport to and from Togus VA as well as our Community Based Outpatient Clinics (CBOC s) in Bangor, Rumford, Lewiston & Saco. Based on the history of need, rarely a trip to Caribou or Calais and out of state VA Medical Centers in Massachusetts, may occur.
NUMBER OF PATIENTS: It is understood and agreed that 1 or 2 patients can be transported together (combined trip) by the request of VA Maine as long as vendor s vehicle can appropriately & safely accommodate patients including their w/c s. An authorized official of VA Maine may, in the interest of the patient, allow a relative or aide to accompany him/her at no extra charge to the Government. The contractor must ensure that the pick-ups and drop-offs are scheduled so that the total distance traveled will result in the most economical charge to the Government.
WAITING TIME: For time lost in waiting at either end or both ends of a trip due to causes beyond their control (patient not ready for pick up) the Contractor will be reimbursed at the rate of one-fourth the hourly rate quoted in their bid for each quarter hour or fraction thereof in excess of one-quarter hour from the time Contractor reports to the designated person. For Round Trips, a scheduled pick up time will be given for the Contracted Driver to return to pick up patient. There is no waiting time reimbursement while patient is attending appointments. If the pickup is other than at the VA Maine, the Contractor will call the Mobility Manager (MM) or Administrator on Duty (AOD) after hours as soon as they anticipate that a delay may develop for which they expect to claim reimbursement. This call is only for the purpose of verifying arrival time at the pickup point and is not necessary if the Contractor anticipates no delay for which they will claim reimbursement.
COMPLETED TRIP: When w/c van service under the terms of this contract involves pick-up of a patient who is to be brought to Togus VA, a CBOC or to a VA Community Care appt (VACC) the trip will be considered complete when the patient is delivered by driver to the requested destination.
NON-PICKUP OF PATIENT: When w/c van service involves a trip to or from Togus or transfer from community hospital or patient s residence and patient refuses transport or due to unforeseen circumstances or the patient unstable for pick-up, the Contractor will collect for the trip at the rates applicable under the schedule portion of this contract.
RATES: Rates will apply Monday-Friday, normal business hours (7am 6pm). Payment for mileage traveled beyond a base trip (25 miles) will be limited to One Way Only for the distance over which the patient is transported. Such mileage costs will be paid in addition to the applicable rate per trip for any trip entirely within the county limits. Trip mileage shall be determined by the latest edition of the Google Maps. The Contractor shall receive the base rate quoted in the schedule for all one-way trips ordered. The base rate shall constitute full compensation for one-way trips which do not exceed the mileage threshold as defined herein.
TOLL CHARGES: It is agreed and understood that the prices quoted in the Schedule do not include any ferry, bridge, tunnel or road toll charges. Any such legitimate toll charges incurred shall be limited to ONE-WAY ONLY and shall be listed separately on Contractor's invoice.
PROBLEMS IN TRANSPORT: Any adverse events incurred during the transport of our patients will be recorded and reported to the Mobility Manager at the Togus VA and recorded in the incident reporting system within 24 hours of transport.
PATIENT WELFARE AND ABUSE: The contractor shall be held responsible for patient welfare during transport. The contractor shall be held responsible for patient and/or Government property during transport. Any damaged or lost wheelchairs, walkers, crutches or personal belongings will be replaced by the contractor at no additional cost to the Government or beneficiary. The Government requires the contractor to exercise extreme caution and care in the handling of patients. Any abuse of patients will be grounds for default action or Termination of the contract. In the event a patient's develops a medical condition during transport, the Contractor shall transport the patient to the closest facility appropriate for the required care.
NO IDLE POLICY: At no time will the Contractor leave vehicles on VA premises unless a pick-up or delivery is in process. Once a patient has been removed from vehicle and the running vehicle will be removed from the drop off point. If driver is waiting for patient, he is to remain with vehicle (not idling) until patient arrives for return ride.
III. ORDERING PROCEDURES:
Requests for services will be recorded on the daily travel manifest and furnished to the Contractor via telephone. These requests will be communicated by the Travel Dept., no later than 4:00 p.m. prior to the day the transportation is required. POC Mobility Manager or Transportation Coordinator (623-8411, ext 5696 or 5693). The following information shall be provided by the VA to the Contractor:
Beneficiary name (first and last name)
Social Security Number
Pick up point (include address, telephone #, city, state, bldg. and/or room number if applicable)
Destination
Time of pick up
Support required or items to accompany, (escort, other items)
Additional information as needed (whether there are papers, medications or other items to be transported with the beneficiary and location of those items)
Including any specific physician instructions
A listing of VA personnel authorized to communicate the arrangement of Wheel Chair Van services will be forwarded to the Contractor after award of contract. Updated listings shall be provided to the contractor when required during the term of the contract.
In the event that a beneficiary misses his/her scheduled appointment due to pick up delay, the VA shall reschedule the trip. If additional charges are incurred by the VA for the rescheduled trip said additional charges shall be the responsibility of the contractor. The VA shall notify the contractor when these cases are identified.
When veterans call for service, the Contractor is not to transport patients who call them for transport unless authorized for payment by the Mobility Manager or Transportation Coordinator.
Patient Pick-Up and Delivery From/To VA Maine: The Mobility Manager or Transportation Coordinator will specify location to pick up patient. Primarily it will be from the Lobby of Bldg. 200.
In case of inclement weather, the decision as to whether or not a VA Beneficiary shall be transported shall be made mutually by the MM or TC and the Contractor.
When more than 1 (one) beneficiary is transported, in a single vehicle, the longest distance transported may be claimed in addition to the base rate for one beneficiary plus the established rider rates for the remaining beneficiaries. Trip mileage shall be determined in accordance with the current Bing Map internet version. The Contractor shall ensure that pickups and drop-offs are made so that the total distance traveled shall result in the most economical charge to the Government. When more than one beneficiary is transported within the 25-mile radius in a single vehicle to close destinations, a base rate may be charged for one beneficiary and rate for additional beneficiary for the remaining beneficiaries.
IV. CONTRACTOR S QUALITY CONTROL PROGRAM (QCP)
The contractor shall establish and maintain quality control program to ensure all contract requirements are met. The Contractor s QCP shall include the following or have incorporated into during performance of the contract, at a minimum:
An inspection plan covering all services required by this contract. The inspection plan shall specify the areas to be inspected on either a scheduled or unscheduled basis and how often inspections shall be accomplished and documented, and the title of the individual(s) who shall perform the inspections.
On-site records of all inspections conducted by the Contractor noting necessary corrective action taken. The Government reserves the right to request copies of any and/or each inspection.
The methods for identifying and preventing deficiencies in the quality of service performed, before the level of performance becomes unacceptable and organizational functions noting intermediate supervisory responsibilities and overall management responsibilities for ensuring total acceptable performance.
The contractor shall maintain on-site records of all vehicle maintenance and repairs performed on vehicles used in the performance of this contract. The contractor shall institute methods to identify and prevent vehicle breakdowns, with detailed procedure for alternative transportation of beneficiaries in the event of mechanical breakdown of vehicle.
The contractor shall maintain on-site records identifying the character, physical capabilities, certifications and ongoing training of each employee performing services under this contract.
The contractor shall have methods of identifying and preventing radio communication breakdowns and provide a detailed procedure for alternative communications in the event of electronic and mechanical breakdown.
The contractor shall maintain on-site records of any complaints or problems with procedures taken to allow for corrections and/or elimination before effects caused interruption of contract performance.
The contractor shall participate in quarterly scheduled and/or unscheduled conference calls with the VA representatives to provide a report of on-going operational issues.
The contractor shall have a system that verifies the licenses and driving records of individuals operating the vehicles. The contractor shall make this information available for review by the VA upon request.
V. PERFORMANCE STANDARD:
Contractor shall maintain a 98% satisfaction rate per 100 trips to be considered as providing acceptable performance. Acceptable performance is considered as having no more than one (1) valid complaint per 100 trips. Validity of complaint is to be determined by the COR. Performance tracking shall be monitored by the COR on a quarterly basis.
VI. RESPONSE TIME:
The Contractor shall maintain at a minimum, a 95% compliance rate on response to pick-up or deliver during the contract year. If the Contractor fails to provide service within the time frames specified herein, the Government reserves the option of either obtaining service from an alternate source and charging the Contractor with any excess costs accrued or assessing a fee for each late pick -up.
VII. VEHICLE AND PERSONNEL QUALIFICATIONS:
Proposals will be considered only from offerors who are regularly established in the business called for and who are financially responsible and have the necessary equipment and personnel to furnish service in the volume required for all the items under this contract. Successful offeror shall meet all requirements of Federal, State, or City codes regarding operations of this type of service. Further, all vehicles must be equipped with all items specified by Federal 49 CFR parts 27, 37, and 38, Transportation for individuals with Disabilities (most current volume), State and Local Laws, ordinances, codes, rules, and regulations. A minimum acceptable list is detailed in the evaluation criteria under the Proposal Preparation Instructions, Volume II (Technical).
1.MILEAGE: To determine what is considered reasonable mileage, VA will utilize Bing Maps internet version (internet address: http://www.bingmaps.com ) quickest route computations. Unless specifically approved by Travel for extenuating circumstances, requests for payment of mileage determined not reasonable by the VA will not be paid. Contractor must ensure that pickups and drop-offs are scheduled so that the total distance traveled will result in the most economical charges to the Government.
2. INSPECTION OF CONTRACTOR FACILITIES/VEHICLES: The Government reserves the right to thoroughly inspect and investigate the facilities, vehicles, and business references, of any offeror and to reject any proposal, irrespective of price, that shall be administratively determined to be lacking in any of the essentials necessary to ensure acceptable standards of performance.
3.PASSENGER TRANSPORTATION:
Contractor shall provide w/c van transportation services five (5) days per week, during normal business hours.
If a beneficiary being transported declines to be properly belted; he/she will not
be transported. The COR or designee will be notified promptly. If the beneficiary removes the securing devices during the trip, the driver will notify the COR or designee of this upon arrival at destination. The Contractor is not required to transport any VA beneficiary who refuses to be properly secured while being transported.
Contractor drivers shall ensure proper loading/unloading techniques are followed at all times. Beneficiaries in wheelchairs shall be loaded onto lifts, ensuring all safety systems are working properly, e.g. roll back stops, and the driver must ride the lift with the beneficiary during loading/unloading. Beneficiaries in motorized scooters MUST transport to a vehicle seat. NO beneficiary shall be allowed to ride a motorized cart (scooter) on the vehicle lift at ANY time. The contractor shall ensure that drivers receive appropriate safety training on loading/unloading techniques and such training shall be documented and made available to the COR or designee annually and/or prior to contract submission or renewal.
Contractor shall provide through the door assisted service for all beneficiaries to and from their designated appointments if the beneficiaries can Beneficiaries shall be picked up on the ward, in their homes, in the clinics, or at other areas designated by the VA and taken to the authorized destination or appointment. All beneficiaries shall be attended by an authorized responsible party at all times. Assistance in maneuvering stairs and other barriers shall be provided by the driver and/or authorized attendant when necessary. These services may need to be provided within or outside the home (i.e., from the door to the vehicle. When the beneficiary is delivered to a destination (i.e., a clinic or other appointment), an authorized care giver or medical staff at the destination must be informed of the beneficiary s arrival by the Contractor s driver or authorized attendant.
The Contractor s driver (or authorized attendant) shall observe the beneficiary during transport. Any indication of a significant change in the beneficiary s condition (i.e., sudden onset of rapid or labored respiration, complaints or chest pains, etc.) shall be communicated immediately to the Togus Travel office 623-8411, Mobility Manager (MM) ext. 5696 or Transportation Coordinator (TC) ext. 5693. After hours, AOD ex. 5523. If necessary driver to divert to the nearest healthcare facility.
Contractor s driver shall notify the MM or designee, of any unusual events, including but not limited to accidents, safety problems, beneficiaries unfastening themselves and other such incidents that occur, which involve any VA beneficiary being transported under this contract. The COR or designee shall be notified within one (1) hour of the occurrence of the incident(s) by telephone and, if requested by the COR and/or Contracting Officer, a written report of the incident(s) will be delivered to the COR or his/her designee by close of business the next working day.
RESTRICTIONS: The Contractor may not transport non-VA contract beneficiaries or private-pay beneficiaries with VA Beneficiaries under this contract. No beneficiary en-route in any transport shall be transferred from the original vehicle to another vehicle at a location other than the destination address supplied by the Travel Office, unless extraordinary, urgent need situations arise. All such events shall be reported to the Travel Office. Drivers shall not make non-emergent stops for any reason, during any beneficiary transport under this contract.
While transporting VA beneficiaries under this contract, only authorized drivers or attendants, or beneficiary s family member or representative, shall be allowed in the vehicle. The number of riders in any vehicle shall not exceed the number of approved safety restraints available in the vehicle.
The contractor shall have a contingency/backup plan in the event the contractor is unable to perform services or have services performed as required. The contractor shall immediately notify the VA Travel Section and provide justification for non-performance and initiate the contingency/backup plan.
Non-Emergency Attendant/Drivers must be capable to administer oxygen and have successfully completed the Standard or Advanced First Aid Courses of the American Red Cross or U.S. Bureau of Mines or equivalent. Proof in the form of a current certificate that such first aid training has been successfully completed must be submitted with offeror s proposal and available upon request.
All Contractor personnel performing contract services shall meet the qualifications and be licensed as specified in the contract, as well as any qualifications required by Federal, State, County and local government entities from the place in which they operate. The qualifications of such personnel shall also be subject to review by the VA Chief of Staff and approval by the VA Facility Director.
The Contractor shall be responsible for protecting the personnel furnishing services under this contract. To carry out this responsibility, the Contractor shall provide the following for these personnel:
- Workers compensation
- Professional liability insurance
- Health examinations
- Income tax withholding
- Social security payments
The parties agree that such personnel shall be considered employees of the Contractor and shall not be considered VA employees for any purpose.
DRIVERS AND AUTHORIZED ATTENDANTS
All Contractor s drivers shall be required to wear, in a readily observable area on the employee, a Contractor supplied photo identification badge containing the name of the driver or attendant, and the Contractor s business name, or company uniform, that is acceptable to the Contracting Officer, which identifies the drivers while performing any aspect of service prescribed in this contract. Contractor shall be responsible for appropriate driver screening and selection criteria when employing drivers. Such screening shall include but not limited to testing drivers for prohibited drug use and alcohol misuse, and a criminal background check to the maximum extent permitted by law.
All Contractor s drivers shall have passed the American Red Cross First Aid Course and have on file a current certificate (renewable every three years) to be made available to the Contracting Officer upon request.
All Contractor s drivers shall have passed the American Red Cross Adult CPR course and have on file a current certificate (renewed annually) to be made available to the Contracting Officer upon request.
All Contractor s drivers shall perform such duties that require the use of the above training and certification; i.e. transferring beneficiaries, helping transfer beneficiaries, as needed.
All Contractor s drivers shall have the physical capabilities to provide special assistance to the beneficiaries when transporting beneficiaries to the medical center, private residence, nursing homes, etc. The Contracting Officer/COR reserves the right to prohibit specific drivers from participating in the loading, transporting, and unloading of beneficiaries should it be determined the driver has engaged in unsafe practices. The Contractor shall promptly replace any personnel removed from the performance of services. This determination will be at the sole discretion of the Contracting Officer/COR and will be based upon documented evidence.
All Contractor s drivers shall maintain a valid operator or chauffeur s license, required to operate the type of vehicle necessary to perform the service, as required by the State of Maine. Contractor shall provide, upon request of the Contracting Officer, a copy of the valid license of all drivers performing under this contract. Drivers at a minimum are required to have a Background check prior to transporting veterans which shall include but not limited to a finger check run through an FBI data base with favorable determination, and each of the Drivers shall prior have a desk review of their driving records and active Licenses.
The COR, or designee, may require an attendant other than the driver to accompany a beneficiary for wheelchair van transports. Rate charges for attendant needed to transport beneficiary with prior authorization by the VA applies.
While the vehicle engine is in operation, operator telephone, radio, or wireless communications shall occur only via hands free headset, microphone, or other hands free apparatus.
CONTRACTOR CONDUCT:
The VA places the highest priority on the treatment of its beneficiaries. The Contractor, Contractor s employees, and Contractor s representatives shall treat each beneficiary with respect, concern and a professional approach to Beneficiary s dignity as an individual and as a beneficiary. All communication both verbal and non-verbal by the Contractor s personnel, with and in the presence of the beneficiary, shall be conducted in a professional manner.
The Contractor s personnel shall conduct themselves in a professional manner while performing any aspect of service related to this contract at or on the grounds of the VA Medical Center. All VA Medical Center rules and regulations shall be adhered to by the Contractor or Contractor s personnel while said persons are at or on the grounds of the medical center.
Beneficiary Privacy and Confidentiality: Contractor shall maintain the confidentiality of all beneficiary information and records associated with the performance of this contract. Awarded contractor shall be required to sign Business Associate Agreement (BAA) as mandated by the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
VI. TRAINING REQUIREMENTS:
1. To be eligible to perform under this contract, each contract employee must meet the minimum training required outline below and minimum contractor furnished training outlined in paragraph (2) (c), (1) Through (8).
2. Contractor Furnished Training.
(a) The Contractor shall submit to the Contracting Officer written certification that each contract employee has been trained in the subject areas outlined in paragraph C prior to assignment under this contract. For replacement or new employees documentation of prior training must be submitted or the individual contract employee must complete the required training before being employed in support of this contract.
(b) All formal training required shall be administered (i.e., taught, presented) by persons who are certified as being qualified to instruct or teach, the specific subjects or topics required. Certification to instruct the specific subject shall be in the form of a certificate issued by an accredited institution of learning (school, college, university), a governmental (Federal, State, County, etc.) educational certification body (agency, board, commission), or by documentation that the person instructing has sufficient experience in/with the subject to be able to instruct the subject in an authoritative, practical and current manner.
(c) In addition to the formal training, the Contractor shall provide 16 hours of orientation training for each employee fourteen (14) days after his or her initial assignment to duty. This orientation may be accomplished while the employees are on duty. The Contractor shall certify to the COR as to the completion of the orientation for each employee within 45 days following assignment to duty. The follow-up orientation should include the following subjects and instructional time periods as well as other subjects as may be required:
(1) Accident and incident reporting (2 hours)
(2) Safe operation of emergency vehicles (2 hours)
(3) Quality Assurance (2 hours)
(4) Fire and emergency preparedness planning (2 hours)
(5) Handling patient complaints (1 hour)
(6) Infection control (2 hours)
(7) Universal precautions (policy and procedure) (2 hours)
(8) Safety and occupational health procedures (3 hours)
3. Contractor Furnished Training - The Contractor shall submit to the Contracting Officer written certification of the follow-up orientation.
The w/c van driver must be enrolled in 'refresher" continuing education, or advanced training programs as required by the local or state government entity in which the service is rendered to veterans or, a yearly basis. Such "refresher" training must be equivalent to that developed by the Department of Transportation or National Highway Safety Administration. Evidence of successful completion for "refresher" training must be provided to the Contracting Officer for inspection.
NUMBER OF BENEFICIARIES: It is understood and agreed that no vehicle shall transport more individuals than the number of approved safety restraint devices installed in that vehicle. When more than one beneficiary is transported on a trip, whether it is to the same destination or to separate destinations, payment shall be made in accordance with the terms listed in Section E. Orders.
VI. CONTRACT DEFINITIONS AND ACRONYMS:
Administrative Officer of the Day (AOD) VA official that works in the admissions area during evenings, and monitors hospital activities during other than normal business hours. This person acts as hospital administrator during off-hours.
Base Rate The Base Rate shall constitute full compensation for one-way trips which do not exceed the Mileage Threshold as shown in Section B for the VAMC.
Beneficiary Veterans and other members determined to be eligible for benefits by the VA.
Contracting Officer (CO) VA official with the authority to enter into, administer and/or terminate contracts and make related determinations and findings.
Contracting Officer s Representative (COR) VA official responsible for providing contract oversight and technical guidance to the Contracting Officer. Responsibilities include certification of invoices, placing orders for service, providing technical guidance, overseeing technical aspects of the contract. All administrative functions remain with the Contracting Officer.
Contractor The term Contractor as used herein refers to both the prime Contractor and his/her employees, and any subcontractors and their employees. The Contractor shall be responsible for assuring.
Gender - For the purpose of equal rights, wherever the masculine or feminine gender is used in this solicitation, and the resulting contract, it shall be considered to include both masculine and feminine genders.
Joint Commission A national organization dedicated to improving the care, safety and treatment of patients in a health care facility and environment.
Loaded Mile Mileage incurred with the patient actually on board the vehicle from the point of pickup to destination.
Mileage Rate Mileage rate for transportation services is the rate paid for each mile traveled beyond the specified Mileage Threshold. This rate applies to loaded, one-way transportation as well as no load trips outside the 25-mile radius of any of the identified Campus locations. In no event shall the Contractor receive this rate for miles traveled within the specified mileage threshold.
Mobility Manager: POC at VA Maine Travel Dept., also is the COR to contractor.
Non Pick up of Patient (Dry Run): When w/c van service involves a trip to or from this medical center or transfer from community hospital or patient s residence and patient refuses transport or due to unforeseen circumstances the patient unstable for pick-up, the Contractor will collect for the trip at the rates applicable under the schedule portion of this contract.
Prorated trips Any trip in which more than one veteran is transported by a single driver, allowing only the mileage to be claimed to the farthest destination of the run.
Quality Assurance Those actions taken by the Government to assure services meet the requirements of this contract.
Quality Assurance Evaluator(s) Government personnel responsible for surveillance of Contractor performance.
Quality Assurance Surveillance Plan An organized written document used for quality assurance surveillance. The document contains specific methods for performing surveillance of the Contractor s continuous performance.
Quality Control Those actions taken by the Contractor to control the production of goods or services, so they will meet the requirements of a contract.
Transportation Coordinator TC schedules beneficiary s trips, covers for MM in the event of a problem or event of patient while on route.
VAMC acronym for Department of Veterans Affairs Medical Center.
Vehicle(s) The term vehicle(s) as used in this contract refers to wheelchair accessible vans.
Waiting/Waiting Grace Period Waiting as used in this contract is defined as the time required and verified by authorized medical facility personnel, for the contractor to wait at designated pickup and/or delivery points in performing contract services. Waiting will be charged in fifteen (15) minute increments.
Jacob Linxweiler
jacob.linxweiler@va.gov
jacob.linxweiler@va.gov
