Loren Data's SAM Daily™

FBO DAILY ISSUE OF JUNE 29, 2008 FBO #2407
SOLICITATION NOTICE

Q -- Tele-Nurse Triage Services for Carl R. Darnall Army Medical Center, Fort Hood, Texas

Notice Date

6/27/2008
 

Notice Type

Modification/Amendment
 

NAICS

621399 — Offices of All Other Miscellaneous Health Practitioners
 

Contracting Office

Department of the Army, U.S. Army Medical Command, Great Plains Regional Contracting Ofc, Great Plains Regional Contracting Ofc, ATTN: MCAA GP L31 9V, 3851 Roger Brooke Drive, Fort Sam Houston, TX 78234-6200
 

ZIP Code

78234-6200
 

Solicitation Number

W45XTR80841050
 

Response Due

7/18/2008
 

Archive Date

9/16/2008
 

Point of Contact

Jennifer Felt, 254-285-6747
 

Small Business Set-Aside

Total Small Business
 

Description

This modification to previously posted pre-solicitation notice is to add the following DRAFT Performance Based Work Statement as stated in the pre-solicitation notice: DRAFT Performance Work Statement May 2008 Carl R. Darnall Army Medical Centers Nurse Advice Line Service Carl R. Darnall Army Medical Center provides quality comprehensive medical care and customer service to approximately 150,000 Department of Defense (DoD) eligible beneficiaries in the III Corps and Fort Hood Community. The Carl R. Darnall Army Medical Center (CRDAMC) Nurse Advice Line Service is an additional service of the CRDAMC Health Network and is a vital component of the total customer satisfaction objective. This DRAFT pre-solicitation and any resulting contract will be a non-personal services contract, as defined in FAR 37.101. The government may evaluate the quality of professional and administrative service provided, but retains no control over the medical, professional aspects of services rendered (e. g., professional judgments, diagnosis for specific medical treatment). The contractor shall indemnify the government for any liability producing act or omission by the contractor, its employees and agents occurring during contract performance. The contractor shall maintain medical liability insurance in the minimum amount of $1 million per incident and $3 million in the aggregate. The contractor shall ensure that its subcontractors have medical liability insurance in these amounts. The contractor will provide proof of insurance prior to beginning services. Any resultant contract shall not establish an employer-employee relationship between the Army and the contractor. The government assumes no responsibility for negligent acts of the Contractor, its employees, or agents. Services rendered by the contractor shall be rendered in the capacity of an independent contractor. The contractor is solely liable for any liability producing act or omission and shall possess liability insurance, which covers medical care. 1.0. Scope of Work. The contractor shall provide all personnel, labor, materials, equipment, and services for providing a telephone nurse advice line. The Nurse Advice Line will provide clinical assessment and appropriate level of care support services for the TRICARE program. Advice to callers will assist beneficiaries in taking responsibility for their personal healthcare needs. All calls into the Nurse Advice Line shall be answered by Registered Nurses following nationally recognized and physician approved clinical protocols and guidelines for symptom based calls the McKesson Care Enhanced Call Center guidelines approved by the Carl R. Darnall Army Medical Center Medical Staff. The service shall gather information from the nurse advice service calls and be entered into a database to show assessments, documented resolution, and/or further action needed from a PCM or schedule appointment in the CRDAMC Composite Health Care System (CHCS) Patient Appointment Module if indicated. Call Center encounters shall be electronically faxed (e-fax) to the office to be determined by CRDAMC. Items requiring necessary follow-up from the Medical Management Branch or the patients PCM will be identified by the contractor. In summary, services will entail: "A telephone-based assessment and support service to the Carl R. Darnall Army Medical Center eligible beneficiaries. "Timely call management and clear individual/aggregate reports of activity. "Triage callers to assist them in taking responsibility for their personal healthcare management and to direct them to an appropriate level of care. "Telephone nurse advice services, processing, administration and management to include data collection and reporting. "Schedule appointments, if indicated, into the CRDAMC Composite Health Care System (CHCS) Patient Appointment Module. 1.1. Nurse Advice Service. The contractor shall: 1.1.1. Provide technical, operational, administrative and management support for the CRDAMC Nurse Advice Line. 1.1.2. Provide a local and toll free numbers that will link into the CRDAMC Appointment Call Distribution System (254-288-8888) (800-805-6421). 1.1.3. Perform all caller interaction utilizing nationally recognized and physician approved clinical protocols and guidelines. 1.1.4. Shall schedule acute appointments for patients, if the automation connection is available, when indicated, in the CRDAMC CHCS Patient Appointment Module. 1.1.5. Shall employ as a minimum, a staff of competent professional Registered Nurses with unrestricted current state licensure in which the nurse advice service is located to manage patient calls per protocols, maintain call/patient records, provide feedback to practices/providers as requested, provide back-up and support to each other, provide feedback to program and medical management, and maintain appropriate nursing skills. 1.1.6. Shall provide clinical supervision for overall responsibility for all clinical function, quality improvement, reviewing call for use of protocols, adequacy, and accuracy of documentation; quality of service, and staff competency; and program representation to CRDAMC appointed management team. 1.1.7. Use computer software program that will collect data that can collate calls by type of call received and information delivered. Every call shall be logged into the database and contain the following minimum information: "Date Pertinent surgical history "Time of call Nursing assessment "Patient name Primary symptom/duration "Sponsors name Sponsors last four SSN "Primary care provider & location (clinic) Protocol used "Address Disposition "Age Reason for disposition "Telephone number Patient/caller understanding "Birth date Patient/caller intended action "Nurse operator Nursing notes "Current Medications Allergies 1.1.8. The contractor shall answer patient calls in real time. Calls may be answered by clerical staff to verify eligibility and demographic data before direct to nursing staff; no call back system is to be used. 1.2. Call Summaries. The contractor shall provide comprehensive documentation of all calls taken to include patient demographics, caller concern, primary symptom, protocol used, and disposition for each call. A summary of calls from the previous call period and each individual patients recommended disposition will be provided to the appropriate office to be determined by CRDAMC for distribution to the PCM team at the beginning of each duty day. This communication will be in a written format to facilitate follow-up with the referral management nurses and MTF PCM teams as appropriate. The preferable method is via e-mail. 1.3. Call Statistics Reporting: The contractor shall submit a monthly status report to the Chief, Clinical Operations Division and Chief, Ambulatory Nursing no later than the 10th working day of each month. The monthly report shall include comprehensive analyses of all activity. 1.4. Quality Control. The contractor shall provide a quality control program based on a combination of physician and peer review to ensure appropriate triage protocols are used, patient calls are responded to in a timely manner, and that all customers are satisfied with the services received. The contractor shall submit a monthly report to the Chief, Clinical Operations Division no later than the 10th working day of each month. An example of the policies and procedure will have the following components for a successful call: "Satisfied caller "Appropriate length of calls "Adherence to protocols "Complete documentation of assessment and advice "Appropriate medical disposition "Documented agreement patient will comply with care advice given "Feedback to healthcare provider or facility 1.5 Quality Control Plan. The contractor shall implement a quality control program to ensure performance is in accordance with the contract requirements. The contractor shall make this plan available to the contracting officer within 30 days after contract start date for review and approval. 1.6. General Enrollment Screening Protocol. For Fort Hood beneficiaries the nurse will ask if the patient is an eligible military beneficiary. This eligibility will be confirmed in the CHCS Defense Eligibility Enrollment Reporting System (DEERS) interface. If the call is not an eligible beneficiary, the nurse will advise the patient the service is only for eligible beneficiaries. 1.6.1. Calls will be answered in the order they are received by the contractor. 1.7. Duty Assignment. Contractor employees shall be required to perform their work at their privately-owned place of business. 1.8. Other Support. The contractor will provide sufficient technical information and a valid phone number so that the CRDAMC appointment and information line will have a working link to the nurse advice service. 1.9. Business Associate Agreement. Per the Health Insurance Portability and Accountability Act (HIPAA), the contractor will sign and return the Carl R Darnall Army Medical Centers standard Business to Business (B2B) Partners and 3rd Party Vendors Agreement (Attachment A). This document may be renewed during the contract period, and the contractor is required to sign the current version. 1.10. Anticipated Monthly Call Volume. Carl R. Darnall Army Medical Center anticipates that total, monthly calls answered by the nurse advice service will be 3000 4000. The number of calls will vary based on seasonal flu/cold patterns. 1.11. Availability to Answer Calls. The nurse advice service will be available with personnel to answer calls from 24 hours a day including weekends and Federal Holidays. 1.12. Holidays: In accordance with 5 U.S.C. 6103, the following is a list of legal federal holidays as referred to elsewhere in the contract. New Years day Martin Luther King, Jr. Birthday Washingtons Birthday Memorial Day Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas Day 1.13. Availability of the Contractor. Carl R. Darnall Army Medical Center will notify the contractor of any changes to the above schedule. 2.0. SERVICE DELIVERY SUMMARY Performance Evaluation. Performance of the service will be evaluated to determine whether or not it meets the performance requirements of the contract. The objectives are as follows: 1.Comply with the response time to telephone calls.1.1.7., 1.5.Respond to patient calls within 5 minutes. Accuracy 95% 2.Submit all required reports.1.1.6.,1.2.,1.3.Submit a monthly status report to be received no later than the 10th working day of each month. Accuracy 100% 3.No more than two patient complaints per month4.3.No more than two defects per month per nurse 100% compliance 4.Comply with hours of performance4.4.2.Accuracy 100% of the time 5.Comply with quality control plan1.4.,1.5.Accuracy 100% of the time 6.Direct appropriate disposition for patient symptoms/complaints based on protocol use.1.0.,3.2.1,3.2.3, 3.2.3.,1.7.Accuracy 100% of the time How do we measure this? 7.All staff members shall be fully trained and skilled in the software, hardware, or systems which they are using. Staff must include state Licensed Registered Nurses with no restrictions.1.1.6, 1.2.,1.3.Accuracy 100% of the time 3.0. GOVERNMENT FURNISHED PROPERTY AND SERVICES 3.1. Call Distribution System. Patients will be able to call the CRDAMC Automated Call Distribution (ACD) System, also known as (254-288-8888) (800-805-6421) to reach the Advice Line Services. Maintenance of this system will be performed by CRDAMC Information Management Division. 4.0. GENERAL INFORMATION 4.1. Procedural Guidance. Contractor employees shall perform services compatible with the McKesson CareEnhanced Call Center nurse triage guidelines that have been approved by the CRDAMC Medical Staff as detailed in Section 1. New services shall not be introduced without prior recommendation to, and approval of, the medical treatment facility (MTF) Medical Staff or authorized representative. 4.2. Privacy and Protection of Patient Information. Contractor employees shall abide by the Patient Privacy Act 1974 and the Health Insurance Portability and Accountability Act. Contractor employees shall provide patient information only to employees, contractors and subcontractors having a need to know such information in the performance of their duties. Patient medical information or lists and/or names of patients shall not be disclosed to or revealed in any way for any use outside Carl R. Darnall Army Medical Center without prior written permission by the CRDAMC HIPAA Specialist Point of Contact. All individuals answering calls as contractor employees are required to complete HIPPA training provided by the contractor. 4.3. Complaints. Complaints validated by the Chief, Clinical Operations Divison or Chief, Ambulatory Nursing shall be reported in writing to the CO and the contractor for action and constitute failure to perform. Customers may also be a source of legitimate complaints that constitute a failure to perform. 4.4. Contractor Personnel 4.4.1. Contractor Point of Contact. The contractor shall provide a point of contact that shall be responsible for the performance of the work. The point of contact may be an individual providing service in accordance with this PWS. The contractor shall designate this individual, in writing, to the Chief, Clinical Operations Division and Contracting Officer before the contract start date. An alternate may be designated, but the contractor shall identify those times when the alternate shall be the primary point of contact. The contractor point of contact shall be available 24-hours per day, 7 days/week. 4.4.2. Duty Hours. The nurse advice service shall be available with personnel to answer calls from 24 hours a day, seven days a week to include Federal Holidays. The contractor will be paid according to the number of nurse advice calls answered per month. Information type calls will not be charged to the MTF. 4.4.3. Contractor Employee Absences. The Contractor shall ensure that phones are continuously staffed with trained personnel during the above designated duty hours (see 4.4.2). No gaps in contractor coverage of the nurse advice service are permissible. 4.4.4. Listing of Employees. The contractor shall maintain a current listing of employees who staff the nurse advice service. At the beginning of the contract, the list shall be provided to Contracting Officer and Quality Assurance (QAP). The list shall also be provided to the QAP on a monthly basis. An updated listing shall be provided to the Medical Management Branch when an employee's status or information changes. 4.5. Qualification Requirements. 4.5.1. English Language Requirement. Contractor employees shall fluently read, understand, speak, and write English. Bi-lingual nurses are preferred, but are not required. 4.5.2. Contractor Education Requirement: Registered Nurses. 4.5.2.1. License/Registration. Current unrestricted Registered Nurse (RN) licensed in the state in which the nurse advice service is physically located and in the state of Texas. 4.5.2.2. Experience: Minimum of three (3) years experience in providing Tele-Nurse Triage Services. 4.6. Liability Responsibility. This is a non-personal services contract. As such, the contractor employee shall not be afforded coverage under the Federal Tort Claims Act as provided in the Medical Malpractice Immunity Act, 10 U.S.C. 1089. 4.7. Security Requirements 4.7.1. For Official Use Only (FOUO). The contractor shall comply with DoD 5400.7-R, Chapter 4, DoD Freedom of Information Act (FOIA) Program requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material. 4.7.2. Reporting Requirements. Contractor personnel shall immediately report to an appropriate government authority any information or circumstances of which they are aware may pose a threat to the security of Department of Defense personnel, contractor personnel, resources, and classified or unclassified defense information. 4.7.3. Publications. Supplements or amendments to listed publications from any organizational level may be issued during the life of the contract. The contractor shall immediately implement those changes in publications which result in a decrease or no change in the price and notify the CO in writing of such change. Should a decrease in contract price result, the contractor shall provide a proposal for reduction in the price to the CO. Prior to implementing any change that will result in an increase, the contractor shall submit to the CO a price proposal within 30 days of receipt of the change by the contractor. The CO and the contractor shall negotiate the change into the contract under the provisions of the contract clause entitled 'Changes'. Failure of the contractor to submit a price proposal within 30 days from receipt of the change shall entitle the Government to performance in accordance with such change at no increase in price. 5.0. APPENDICES 5.1. Appendix 1 - Publications and Forms: Not Applicable. 5.2. Appendix 2 Definitions 5.2.1. General Definitions. As used throughout this work statement, the following terms shall have the meaning set forth below: 5.2.1.1. Contracting Officer (CO). The only person duly appointed with the authority to enter into, administer, modify, and terminate contracts on behalf of the Government. 5.2.1.2. Ambulatory Health Care. Medical, surgical, and prevention care provided to patients who are not admitted to an inpatient facility (e.g., same-day surgery, outpatient office visits, group outpatient education and prevention training) and patients admitted to an inpatient facility who receive consults and services from other than the attending service (e.g., inpatient consults, inpatient physical therapy services). 5.2.1.3. Quality Assurance Personnel (QAP). Individuals assigned to monitor the performance of the contractor to ensure the standard and requirements as outlined in the SOW are being met. 5.2.1.4. Military Treatment Facility (MTF). Military hospitals or clinics, including all activities providing outpatient and/or inpatient healthcare services for authorized personnel. END OF DRAFT PBWS
 

Web Link

FedBizOpps Complete View
(https://www.fbo.gov/?s=opportunity&mode=form&id=c94e517bb47427de1d6516ef04a84df2&tab=core&_cview=1)
 

Place of Performance

Address: Great Plains Regional Contracting Office Darnall Loop, Building 36019, ATTN: MCAA-GP-CRD, GPRCO Fort Hood Cell Fort Hood TX

Zip Code: 76544-4752
 

Record

SN01602661-W 20080629/080627215901-c94e517bb47427de1d6516ef04a84df2 (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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