CLINICAL TRIAGE PROTOCOLS

Notice Date

February 15, 2001

Contracting Office

Department of Veterans Affairs, Acquisition Opeations Service (93A), 810 Vermont Avenue, NW, Washington, DC 20420

ZIP Code

20420

Description

Request for Information VA101-03-01 The Department of Veterans Affairs, Veterans Health Administration (VHA) is actively soliciting information and comments related to Clinical Triage Protocols that have been developed and are currently in use (latest commercially available products; not to include products in beta testing) in Clinical Telephone Care and Service Call Centers. Triage Protocols are defined as symptom- or severity-based algorithms that are utilized by nurses in call centers to standardize the approach to asking questions and providing advice related to a caller's clinical symptoms. Clinical Triage Protocol systems are preferred but not required. We are also interested in systems that include documentation and clinician notification of contact capabilities. VHA is currently in the process of implementing 24 hour a day, 7 day a week telephone care services for enrolled veterans. Additionally, VHA is soliciting information about Automatic Call Distribution Systems and Call Center Telecommunication Enhancement Systems. Technical information and comments relating to clinical telephone call center design is also requested. This information should be in regard to agent features, design criteria of number of agents to call volumes, queue size, etc., as well as hardware/software necessary to use Automatic Number Identification (ANI) for database lookups prior to call answer. We are looking for the latest commercially available products, (not to include products in beta testing). Actual as well as theoretical data in a clinical call center environment is acceptable. THIS IS NOT A FORMAL SOLICITATION, NOR A REQUEST FOR PROPOSAL, AND THERE IS NO INTENT TO AWARD A CONTRACT BASED ON THE INFORMATION OBTAINED FROM THIS ANNOUNCEMENT OR FROM ANY PRESENTATION AT A CONFERENCE. ANY QUESTIONS REGARDING THIS ANNOUNCEMENT, MUST REFERANCE VA101-03-01 AND SHOULD BE DIRECTED TO domenico.ventura@mail.va.gov. The information being collected will be used by VHA to identify products have been developed and are in use and that may meet VHA's technical and business requirements. It is expected that responders who best meet these requirements will be invited to demonstrate their products at a conference for VHA Telephone Care managers and staff in the late spring. Information and comments should be furnished to the Department of Veterans Affairs, nicheole.amundsen@hq.med.va.gov no later than March 15th, 2001. Your responses should be provided by mail or e-mail. All comments and information must reference RFI VA101-03-01. Please note this RFI is not a formal solicitation, and participation in the RFI is not a prerequisite for consideration in future solicitations. The government will incur no formal obligation or cost associated with your firm providing information or participating in any presentations of products.

Record

Loren Data Corp. 20010220/SPMSC010.HTM (W-046 SN50D852)