Description
STATEMENT OF WORK Patient Satisfaction and Nursing Quality Measurement Services Washington DC VA Medical Center B.1.1 Scope This project consists of contracting for a complete satisfaction survey (inpatient, emergency care, primary and specialty care, ambulatory surgery, outpatient mental health and the CLC) consisting of generally accepted methodologies to determine, through targeted questions, Washington DC VA Medical Center beneficiary opinions as related to their inpatient admissions and outpatient experience. The Contractor shall be required to execute all duties related to developing the survey, printing, mailing and sampling of patients as well as data analysis, benchmarking, and report generation to the medical center. Patients will have the option of replying by mail and internet. The project shall also involve the use of a web-based reporting system that allows the Washington DC VAMC to report nursing quality measures, compare analyzed results to national benchmarks and participate in an annual nursing survey. Questions and methods of analysis shall be care setting specific and targeted to the requested populations. The service shall consist of the development of a survey instrument that includes customized questions specific to, and as directed by the Washington DC VA Medical Center, as well as questions that permit comparison to other VA and non-VA facilities (the Medical Center's primary research goal is to clarify the data provided from the Survey of Healthcare Experiences of Patients conducted by the VA National Performance Data Feedback Center (NPDFC). The surveys shall encompass patients discharged from the following areas/Units: Medical ICU, Surgical ICU, 3DE Psych (Inpatient Psychiatry), 2D Surg (General Surgery), 2D Neuro (Neuro Surgery),4E Med (Medical and Telemetry), 3E Med (Medical and Oncology), and CLC (Long-term, Palliative Care, Rehab, and Hospice); and ambulatory patients (ED, Primary & Specialty Care, Ambulatory Surgery, Outpatient Mental Health). Veterans who have been admitted to or encountered one of the above listed areas within the contract term of the project will be included in the survey. In addition, the Contractor shall be expected to use quantitative and qualitative data analyses in accomplishing the assigned task. Nursing quality measures will allow the facility to report on indicators related to staff skill mix, hours per patient day, turnover, education and certification, psychiatric patient assault rate, patient falls, patient falls with injury, hospital acquired pressure ulcer prevalence, restraint prevalence, hospital associated infections (ventilator associated pneumonia/event, central line associated blood stream infection, catheter associated urinary tract infection) and RN job satisfaction and practice environment scales. The Contractor shall be required to make an initial site visit immediately following award of the contract at a time convenient for both the Contractor and the Government. A site visit after the initial survey results shall be required (after the first quarter). The Contractor shall perform a minimum of an annual site visit to the Washington DC VA Medical Center to review the collected data and results to authorized Medical Center staff members and provide unlimited telephone support to authorized Medical Center staff members. The Contractor shall: " Design Washington DC VA Medical Center specific coding for data analysis purposes. " Make the survey tool available in Spanish. " Sample and scan for duplicate/repeat names within the survey. " Provide customer service to assist the Washington DC VA Medical Center with survey content and proofing as related to the final instrument of survey. " Utilize the Washington DC VA Medical Center logo and the Director's signature on the cover letter of the survey. " Typeset the Washington DC VA Medical Center survey. " Print the survey, cover letter, and the postage paid survey and return envelopes. " Mail the surveys to all patients discharged from the above listed areas within seven (7) days of receipt of the required discharge information from the Washington DC VA Medical Center. " Mail the survey to all patients who completed ambulatory care appointments within seven (7) days of receipt of the required encounter information from the Washington DC VA Medical Center. The Contractor shall recommend an appropriate sample size of discharged and ambulatory patients to the Washington DC VA Medical Center who will then determine the specific number of patients to obtain information. If the agreed upon sampling strategy does not produce enough data, a higher sampling rate may need to be implemented. The Washington DC VA Medical Center and the Contractor shall develop a means of transferring patient data that is acceptable to both parties. The Washington DC VA Medical Center will send information to the Contractor weekly via a Secure Transfer Protocol. B.1.2 Security Requirements All patient information provided to the Contractor shall be safeguarded under the terms of the Privacy Act of 1974 and/or any future implications of HIPAA (See Attachment A). The Contractor shall maintain only the minimum amount of protected health information, or individually identifiable health information that is required to execute the survey process. The Contractor shall de-identify protected information as soon as it is no longer necessary for the survey process. The Contractor shall, with access to Washington DC VA Medical Center transmitted patient information, shall be required to complete annual Veterans Health Administrative training titled VHA Privacy and Information Security Awareness and Rules of Behavior and Privacy and HIPAA Training. Certificates documenting the training shall be provided to the Washington DC VAMC upon request. All Contractor employees are subject to the same level of investigation as VA employees who have access to VA Sensitive Information. The level of background investigation commensurate with the level of access needed to perform the Statement of Work (SOW) is low risk. This requirement is applicable to all Contractor personnel requiring the same access. (See Attachment A-6500) The Contractor shall bear the expense of obtaining background investigations. If the investigation is conducted by the Office of Personnel Management (OPM) through the VA, the Contractor shall reimburse the VA within thirty (30) days. The Contractor shall be required to perform background checks on any Contractor representatives with access to the Washington DC VA Medical Center transmitted patient data. The Contractor shall be required to enter into and sign a Business Associate Agreement. In accordance with VHA directives, the Contractor shall be subject to the Federal laws, regulations, standards and VA Directives and Handbooks regarding information and information system security as delineated in this contract (See Attachment A-6500). B.1.3 Contractor Deliverables In addition to the above, the Contractor shall perform the following duties as related the contract: " Enable the Washington DC VA Medical Center to view patient surveys on-line. "Forward to the Washington DC VA Medical Center four (4) reports over the term of the agreement (annually) in an agreed upon standard format and in accordance with the specifics of the survey instrument as approved by the Washington DC VA Medical Center. " Make available to the Washington DC VA Medical Center the survey reports by the 18th day of the month after the quarter cycle has ended (by the 21st if a paper copy is chosen). " The reports to the Washington DC VA Medical Center shall be detailed by the individual units listed above for the entire quarter. The reports shall document the responses of Washington DC VA Medical Center beneficiary responses to the survey instrument in the format approved by the medical center during the survey development. The Contractor shall provide the national benchmarks comparing the Washington DC VA Medical Center's results to the Contractor's database of responses as defined above. " Web-based reporting system that shall be used to monitor nursing quality measures delivered quarterly per schedule based on input calendar. " Web-based reporting system that shall be used to monitor nursing workforce satisfaction data delivered schedule based on input calendar (anticipated every 18-24 months per facility determination of need). " Performance Period: One year Period of Performance from Date of Award (DOA) for one year. " Type of Contract: Fixed Price " Place of Performance: Washington DC Veterans Affairs Medical Center 50 Irving St, NW Washington, DC 20422