SOURCES SOUGHT
R -- Consultation Services-Customer Service Program
- Notice Date
- 7/24/2007
- Notice Type
- Sources Sought
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Department of Health and Human Services, Indian Health Service, Aberdeen Area Office, Federal Building, 115 4th Avenue SE, Aberdeen, SD, 57401, UNITED STATES
- ZIP Code
- 00000
- Solicitation Number
- Reference-Number-001RCZ70079
- Response Due
- 8/2/2007
- Archive Date
- 8/2/2007
- Small Business Set-Aside
- Veteran-Owned Small Business
- Description
- This is a SOURCES SOUGHT NOTICE to determine the capability of potential sources and the availability of commercial sources pursuant to FAR part 10. The Aberdeen Area Indian Health Service is doing a Sources Sought for contractor's that are certified Veteran-Owned Small Business, to provide consultation services to create Health Care Environments for the Sioux San PHS, IHS Hospital in Rapid City, South Dakota. Below is the Statement of Work. STATEMENT OF WORK FOR Customer Service Program A. PURPOSE OF CONTRACT: Rapid City Service Unit as a commitment to provide outstanding services to American Indians and Alaska Natives. Implementation of the Contractor model will be a strategic tool to raise the Physical, Mental, Social, Environmental and Spiritual Health to a highest level. The contract serves to provide for an organizational assessment and support for dramatically improving the Rapid City Service Unit's patient satisfaction with care and care processes. The Centers for Medicare and Medicaid and the Joint Commission now require assessment of patient satisfaction and improvements designed to increase satisfaction. This will include a formal review of our current processes, conducting a series of community focus groups, a list of programs and imitative that will help improve our care processes and comprehensive staff education for all staff and physicians to improve competency in patient satisfaction skills. Rapid City Service Unit committed to Quality, Efficiency, Effectiveness, Customer Service, & Patient Satisfaction. Implementation of the Contractor Model is a tool to outstanding customer service to our patients and the community. Anticipate patient needs and be passionate in gaining their trust for the care we provide. Continually measure out customer service expectations. Rapid City Service Unit commitment to our employees: Improve the work environment for all employees. Assure employees are appreciated, valued, respected, and included in program operations. Data has demonstrated that the Contractor Model can improve staff satisfaction. Customer Service Program: 1. SERVICES AND BENEFITS COVERED BY AFFILIATE MEMBERSHIP DUES Use of the Contractor Name & Logo, in accordance with Section 1. Grant of License, of this letter. This designates that our facility has achieved an outstanding level of patient satisfaction and can be looked to as a model in meeting and exceeding patient and family expectations. Implementation Materials for Core Program Affiliate Programs, including all Core Component Manuals and up-dates to those manuals, Sample Policies and Procedures, and the Contractor Classification Scheme for Consumer Health Libraries. Participation in Contractor National Membership Network, including members-only internet forum, monthly Best Practice conference calls, Contractor newsletter, annual conference, regional meetings, and best practice site tours and program audits. 2. CONSULTATION SERVICES INTRODUCTORY INFORMATION SESSIONS: 2-day initial visit by Contractor staff to provide information sessions for all employees, managers, board members and medical staff on Contractor and patient-centered approaches to care. (at initiation of membership term) ORGANIZATIONAL ASSESSMENT & IMPLEMENTATION PLANNING VISIT: 3-4 day site visit by a team of two-three Contractor staff members to conduct a facility tour and review, review of performance measures and human resource practices, focus groups with patients and staff, and provide initial feedback and recommendations for implementation to leadership. (2-3 weeks following information sessions) CONTRACTOR COORDINATOR TRAINING: 1-2 days of coordinator training/mentoring with the staff at the Contractors National Headquarters. This orientation is offered quarterly. (once coordinator is identified, or within 3 months of membership initiation, whichever comes first) LEADERSHIP SUMMIT: 1-2 day site visit for facilitation of eight-hour leadership workshop(s) for members of management and administration. (within first 3-4 months of membership term) STAFF RETREATS & FACILITATOR TRAINING: 3-4 day site visit for facilitation of initial staff retreat(s), and provision of facilitator training (additional staff retreat facilitation may be provided, if desired). (within first 3-6 months of membership term) MEDICAL STAFF PROGRAMMING: Single or multi-day consultations and programming by Contractor physicians with affiliate medical staff. This may include grand rounds, educations presentation at medical staff meeting, retreats and workshops for medical staff and spouses on weekends or evenings. (at the direction of the affiliate) BOARD OF DIRECTORS PROGRAMMING: Single or multi-day consultations by Contractors senior staff and/or mentor site CEOs with boards of directors. This may include presentations at board meetings, presentations or workshops at board retreats, and/or focus groups with board members. (at the direction of the affiliate) FOUNDATION AND DEVELOPMENT: Single or multi-day consultations by Contractors philanthropy staff with foundation boards and development directors. This may include educational presentations on leveraging Contractor membership to increase donor and grant dollars, creation of a foundation and foundation board, and/or joint fundraising events with Contractor National. (at the direction of the affiliate) ARCHITECTURE AND DESIGN: Single or multi-day consultations by Contractors planners and architects. This may include blue print review and comment, facility walk-through, interior design, architectural referral, and/or educational workshops for your architecture and design team. (at the direction of the affiliate) BEST PRACTICE SITE TOURS AND PROGRAM AUDITS: Topic-specific tours of best practice affiliate sites may be scheduled to focus on facility design ideas, auditing of new employee orientations and staff retreats, and other best practices as desired. (at the direction of the affiliate) PROGRESS ASSESSMENTS: 3-4 day organizational progress assessments with facility review, focus groups, meetings with Contractors Steering Team, Initiative Teams, leadership, Quality, Human Resources, and Board of Directors. Conducted annually during early implementation, and periodically after that to assess progress and review goals. CONTRACTORS CORE COMPONENT CONSULTING: 1-2 day visits to provide staff training and consultation on core components such as Care Partners, Patient Education/Information, Family Participation Policies & Programs, Human Resources (new employee orientation, rewards and recognition, caregiver programming), Health Resource Center development, University Model development, and/or web design. TELEPHONE CONSULTATION: Additional consultation may be available more conveniently by phone versus a site visit for some specific needs. Telephone consultation shall include formal contacts in excess of 30 minute blocks on a specific topic. Summary: This will include full access to the Contractors services and training. Contractors will offer Rapid City Service Unit an array of programs and services. There are core components of the model that are essential to the implementation of a patient-centered care philosophy, and a formal patient-centered hospital designation process will be available to your organization Contractors Consultation will be provided to assist the Rapid City Service Unit in developing a strategic plan for adapting the Contractors core components effectively for your operations, and to assist Rapid City Service Unit in successfully completing the designation process. B. GOVERNMENT FURNISHED EQUIPMENT, FACILITIES AND PROPERTY: The Service Unit shall provide space in which to perform duties of the contract. When travel is required the contractor will use a government vehicle when available, travel expenses will be paid by the service unit. C. CONTRACTOR FURNISHED EQUIPMENT, FACILITIES, AND PROPERTY: The RCSU does not anticipate a need for contractor furnished equipment, D. WORK SCHEDULE/PAY SCHEDULE: Work will be performed according to a schedule developed by RCSU staff and Planetree staff. This will sometime include working after 5pm to meet with staff and community groups. No Holiday work will be required. The period of performance will be one year from the Date of Award. E. QUALITY ASSURANCE: Work will require developing monthly & quarterly performance plans that address core processes. This will include the RCSU measures of patient satisfaction. Contractor will be evaluated at regular intervals to assure that work products and processes are meeting quality requirements. Initial patient and community assessment will be done and a three year follow up assessment evaluate the effectiveness of the Contractors Model. F. REPORTING REQUIREMENTS: Will report to the CEO and the designated coordinator for patient satisfaction. Will also be submitting formal reports to the various standing committees within the service unit. These reports will be well prepared and submitted within the time frame designated. G. PROFESSIONAL QUALIFICATIONS CRITERIA: Must have the ability to set up and conduct leadership summits, retreats for staff and the medical staff, conduct patient focus groups and community meetings. Must be able to provide electronic reports and develop formal presentations for the service unit. H. CHARACTER INVESTIGATION FOR CONTRACTORS WHO WILL HAVE CONTACT WITH INDIAN CHILDREN: The contractor will have no unsupervised contact with children. I. FEDERAL TORT CLAIMS LIABILITY: Contractor is not covered under the Federal Tort Act therefore will need to provide a copy of insurance. J. SUPERVISION AND ACCOUNTABILITY OF PERSONAL SERVICE CONTRACTORS: The contractor will be under a Non-Personal Service contract and therefore services will be monitored by Project Officer. K. COMPLIANCE WITH IHS RULES AND REGULATIONS: The contractor will be required to follow IHS rules and regulations and guidelines. The contractor will also be required to take new employee orientation that is held at the service unit. L. ANY SPECIAL REQUIREMENTS: N/A M. TECHNICAL EVALUATION: Monthly progress will be reported monthly to Executive Committee and Governing Board in a form of tracking grid of patient satisfaction projects and their impact on our satisfaction scores. To include regular technical evaluation will be performed on the contractor intervals. On-going Patient and Staff Satisfaction will be used as a tool to evaluate the effectiveness of the program. The current Rapid City Service Unit Reporting Structure will be used. A formal three year evaluation to be conducted by contractor of staff, and patient focus groups. Patient Perception Team Goal P3- of the strategic plan should meet and exceed goal. A performance evaluation will be conducted every quarter to go over the statement of work to ensure all work is being carried out. N. PROJECT OFFICER: Vina Conroy 605/355-2281 There is no solicitation package available at this time. Any certified Veteran-Owned Small Business interested needs to provide their contact information no later than close of business 5:00 p.m. CST on August 2, 2007 to Nichole Price, Contract Specialist.
- Place of Performance
- Address: 3200 Canyon Lake Drive, Rapid City, South Dakota
- Zip Code: 57702
- Country: UNITED STATES
- Zip Code: 57702
- Record
- SN01350288-W 20070726/070724220541 (fbodaily.com)
- Source
-
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