SOURCES SOUGHT
R -- Patient Satisfaction Survey Service in support of VA Portland Health Care System, Portland, OR
- Notice Date
- 4/25/2023 2:00:32 PM
- Notice Type
- Sources Sought
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- 260-NETWORK CONTRACT OFFICE 20 (36C260) VANCOUVER WA 98662 USA
- ZIP Code
- 98662
- Solicitation Number
- 36C26023Q0526
- Response Due
- 5/9/2023 4:00:00 PM
- Archive Date
- 06/08/2023
- Point of Contact
- Jennifer Robles, Contracting Officer, Phone: 253-888-4923
- E-Mail Address
-
jennifer.robles1@va.gov
(jennifer.robles1@va.gov)
- Awardee
- null
- Description
- THIS IS A SOURCES SOUGHT NOTICE ONLY. This is not a solicitation for bids, proposals, proposal abstracts, or quotations. The purpose of this Sources Sought Notice is to obtain information regarding the availability and capability of all qualified sources to perform a potential requirement. The responses received from interested contractors will assist the Government in determining the appropriate acquisition method. The Department of Veterans Affairs (VA), Network Contracting Office (NCO) 20, is conducting market research to identify potential sources which can provide the following in support of the VA Portland Health Care System (VAPORHCS): VAPORHCS has a need for a Patient Satisfaction Survey Service. GENERAL INFORMATION Introduction The requirement is for a contract that would provide a comprehensive survey, measurement, analysis, and reporting of patient satisfaction for VAPORHCS with the primary service location being PORTLAND VA MEDICAL CENTER with the VANCOUVER VA CAMPUS being a secondary location. Further reference to PORTLAND VA MEDICAL CENTER throughout this document will be inclusive of VANCOUVER VA CAMPUS. PORTLAND VA MEDICAL CENTER is a designated Magnet® facility by the American Nurses Credentialing Center (ANCC) and periodically seeks re-designation. The ANCC requires that patient satisfaction data be reported at the unit level and be benchmarked to a national source. The vendor must have their own (vendor-owned) nationwide client database, which is geographically diverse, and inclusive of the following medical facility types; community-based hospitals, academic medical centers, Magnet®-designated institutions and at least ten VA medical centers. This required range is necessary to provide benchmark analysis at the facility level, allowing for internal and external comparisons. The vendor must provide patient satisfaction survey data collection for the following units: Inpatient medical/surgical Ambulatory surgery Intensive care Behavioral health, Emergency department Outpatient test and treatment units to include Transplant and Infusion/Dialysis services The vendor must provide patient satisfaction survey services for all areas nursing is practiced within the PORTLAND VA MEDICAL CENTER facility. The requirement is for a survey tool and associated reporting database that enables collection and analysis of unit level patient satisfaction data and enables benchmarking of data to a comprehensive database of leading health care institutions. The survey tools must be evidence-based and allow for the inclusion of customized questions. The contract will consist of the following activities: Development and provision of evidence-based survey instruments that enable measurement of patient satisfaction Distribution of surveys electronically and via mail to patients specified by PORTLAND VA MEDICAL CENTER within 72-hours of receipt of patient file from PORTLAND VA MEDICAL CENTER Contracting Officer s Representative (COR) and other Point of Contacts (POC) as specified in writing. Notify COR or alternate POC of all wrong addresses. Analysis of returned patient surveys and transcription of patient data into a centralized system accessible to PORTLAND VA MEDICAL CENTER users within 48-hours of receipt of data. Provide a presentation of analyzed patient satisfaction data on a centralized online patient satisfaction portal that provides PORTLAND VA MEDICAL CENTER users with real-time access to patient satisfaction data. Provision of online tools that enable users to create on-demand customized patient satisfaction reports and ability for users to produce reports for specified units and date ranges. Provision of formal quarterly reports on patient satisfaction broken down by each participating unit Benchmarking of patient satisfaction data to leading health care institutions and identification of evidence-based, actionable solutions which PORTLAND VA MEDICAL CENTER may implement to improve patient satisfaction Provision of transcribed reports of the patients written comments section on the surveys which shall also be accessible on the online database Provision of quarterly utilization reports and analyses that document PORTLAND VA MEDICAL CENTER employee utilization of the patient satisfaction online database Provision of raw patient satisfaction data as requested by PORTLAND VA MEDICAL CENTER Provision of online and onsite training for survey instruments and online portal(s) for PORTLAND VA MEDICAL CENTER users as requested Execution of all startup activities that conform to the needs of PORTLAND VA MEDICAL CENTER Implementation of patient satisfaction surveying activities no more than 10 business days following award of contract Presentation at special PORTLAND VA MEDICAL CENTER leadership meetings as requested Monitoring of data transmissions to ensure compliance with all applicable VA and other regulations regarding information security Background A comprehensive patient satisfaction measurement service is necessary to advance the commitment of VAPORHCS to optimize the patient care experience for their PORTLAND VA MEDICAL CENTER Veteran population. Establishment of a contract that enables PORTLAND VA MEDICAL CENTER employees to access real-time patient satisfaction data and provides employees with evidence-based solutions to improve performance is critical to advancing patient satisfaction, establishing, and improving health care delivery to the PORTLAND VA MEDICAL CENTER Veteran population. The American Nurses Credentialing Center (ANCC) requires all Magnet designated organizations to continuously adhere to eligibility requirements and policies of the ANCC Magnet Recognition Program. These eligibility requirements include the condition that the external vendor used for patient satisfaction surveys must work in collaboration with the Magnet Recognition Program on alignment of patient experience questions to the various Magnet categories. The external vendor shall provide all key data sources required for Magnet designation. Additionally, the external vendor providing patient satisfaction data shall provide an Integrated Analytics dashboard that can be used to identify key strengths. Scope The overall purpose is to award a contract with a health care consulting service that specializes in the creation, administration, and analysis of patient satisfaction surveys. The primary objective of this contract is to increase patient satisfaction at PORTLAND VA MEDICAL CENTER by providing employees with real-time data on patient perceptions of their care experience. This will enable employees evidence-based performance improvement opportunities to improve delivery of service to Veterans. The survey results will be used to gain insight on the opinions of Veterans who utilize PORTLAND VA MEDICAL CENTER services for their medical care. Veterans who receive health care at a PORTLAND VA MEDICAL CENTER within the time frame of this contract may be included in this surveying process. The VAPORHCS leadership team will maintain sole discretion regarding the survey sample size and the Veterans that are identified to receive the survey. Period of Performance: Base Period (4 months): 19 August 2023 through 31 December 2023 Option Year 1: 1 January 2024 through 31 December 2024 Option Year 2: 1 January 2025 through 31 December 2025 Option Year 3: 1 January 2026 through 31 December 2026 Option Year 4: 1 January 2027 through 31 December 2027 Part I-Technical Requirements The contractor will provide all services associated with preparation, distribution, collection of the survey instrument and data, and reporting of collected data in an online database/portal accessible to PORTLAND VA MEDICAL CENTER users within 48 hours of receipt of data. The contractor will be expected to use quantitative and qualitative data analysis techniques in accomplishing the tasks and providing quarterly written reports. They will also include site-specific action plans and site-specific recommendations to improve patient satisfaction. PORTLAND VA MEDICAL CENTER will be the primary site of care where patient satisfaction will be measured. Measurement of patient satisfaction may be expanded to new VAPORHCS sites of care as they are opened. A summary table of the average annual patient volume per unit is listed below. The annual visit volume is subject to change due to natural fluctuations in patient population or the reorganization of nursing units. The below table is intended to provide only an approximate summary of the surveying needs of PORTLAND VA MEDICAL CENTER. The information below categorizes PORTLAND VA MEDICAL CENTER facility data into the following Units/categories: Inpatient (Medical/Surgical): Number of nursing units and total number of annual discharges by unit. Inpatient Behavioral Health: Number of nursing units and total number of annual discharges by unit. Emergency Room: Number of annual visits. Ambulatory Surgery: Number of annual procedures. Outpatient Unit Test and Treatments Portland VA Medical Center Deliverables Assembly of data collected and providing professional analyses of the data is included in the services. The vendor will provide quarterly reports of patient satisfaction for each above category/unit. The quarterly reports will include comprehensive, detailed assessments of care and an overall VAPORHCS summary report to be accessible online within 10 days of the end of each quarter. The information will include quarterly comprehensive, detailed assessments of our patient s experiences of service at VAPORHCS sites of care, full customization, and specialty comparisons, including detailed findings and a set of data queries available via an online portal. The contractor will ensure data from all completed surveys is viewable by VAPORHCS users through an online portal within 48 hours of the contractor s receipt of the completed survey. The online portal should enable VAPORHCS users to develop customized reports to evaluate patient satisfaction of services by date of service on a variety of evaluation metrics including patient, site-specific, and operational demographics. Specific deliverables are as follows: VAPORHCS employee access to an online portal for data analysis of VAPORHCS patient data by defined queries. VAPORHCS will require access to an online portal for a minimum of 100 users. A survey tool that enables benchmarking of VAPORHCS patient satisfaction data to leading health care institutions, including non-VA health care centers. An evidence-based survey tool that provides a statistically valid measure of patient satisfaction along the following indices: Front line employee courtesy Scheduling ease Timeliness of registration process and wait time Nursing staff courtesy Provider courtesy Quality of facility operations (patient flow, appearances, etc.) Staff sensitivity to the patient s needs (privacy concerns, convenience of office hours) Comments section that enables patient-specific feedback On-site and online based training sessions for VAPORHCS staff working with the vendor s online portal regarding data access and report utilization On site data interpretation visits by the account executive Unlimited customer service phone support Electronic downloading of the quarterly reports Access to training conferences Utilization reports that identify VAPORHCS employee use of the online patient satisfaction database. Schedule of contract tasks and deliverables The contractor shall begin surveying no more than 10 business days after notice to proceed is issued after contract award. The contractor will be expected to deliver and/or mail the surveys to patients within 3 business days of receipt of the patient file from PORTLAND VA MEDICAL CENTER. The contractor will notify the designated PORTLAND VA MEDICAL CENTER representatives via e-mail when quarterly reports are available and when data becomes available online for each VAPORHCS surveying site. The contractor shall perform all necessary tasks to provide the quarterly reports within 10 days of the end of each quarter. Scanned surveys will be required to be viewable by VAPORHCS staff electronically within 48 hours of receipt of the completed survey. Method of evaluating deliverables VAPORHCS appointed staff will evaluate all deliverables and review the resulting data. These reviews will involve close scrutiny of the data, viability of the information and utility of the service in helping improve service to our Veterans, as well as the concurrence and/or changes required to proceed with the work as noted in the contractor s submissions. Potential candidates having the capabilities necessary to provide the above stated services at a fair and reasonable price are invited to respond to this Sources Sought Notice via e-mail to Jennifer Robles at jennifer.robles1@va.gov no later than May 9, 2023, 5PM MDT. No telephone inquiries will be accepted. RESPONSES SHOULD INCLUDE THE FOLLOWING INFORMATION: Company name, address, SAM UEI and business size; point of contact name, phone number, and e-mail address; whether services are presently offered on a current GSA Federal Supply Schedule contract. NAICS Code 541611 Size Standard: $16.5 Million is applicable to determine business size standard. Any questions or concerns may also be directed via email to Jennifer Robles at jennifer.robles1@va.gov. Disclaimer and Important Notes: This Sources Sought Notice does not obligate the Government to award a contract or otherwise pay for the information provided in response. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. The Government will treat any information received as proprietary and will not share such information with other companies. Any organization responding to this Sources Sought Notice should ensure that its response is complete and sufficiently detailed to allow the Government to determine the organization's qualifications to perform the work. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. The Government may or may not issue a solicitation as a result of this announcement. There is no solicitation available at this time.
- Web Link
-
SAM.gov Permalink
(https://sam.gov/opp/28da4635925349519915f2f16fce1742/view)
- Place of Performance
- Address: Department of Veterans Affairs VA Portland Health Care System 3710 SW. U.S. Veterans Hospital Road, Portland 97239-2964
- Zip Code: 97239-2964
- Zip Code: 97239-2964
- Record
- SN06662259-F 20230427/230425230119 (samdaily.us)
- Source
-
SAM.gov Link to This Notice
(may not be valid after Archive Date)
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