V225--FY27 ALS and BLS Ambulance Transports (BASE 4) Hudson Valley HCS

?.## QUALITY ASSURANCE SURVEILLANCE PLAN: The purpose of this Quality Assurance Surveillance Plan (QASP) is to provide guidance on how the quality of services provided under this contract will be monitored. Quality assurance will be conducted by the COR. The Contractor will be notified any time a performance standard is missed or of any complaints related to services provided or personnel performance issues. The Contractor will be given an opportunity to correct any deficiency noted. The timeframe for correcting deficiencies will be determined on a case by case basis by the Contracting Officer in coordination with the COR. Task ID Indicator Standard Acceptable Quality Level Method of Surveillance Incentive/Penalty Hours of Operation 1 Work Hours The Contractor shall provide 24 hour/7 days a week, regardless of distance, ALS and BLS Transportation Service. 100% Daily Observation Negative past performance rating for failure to comply. Initial Pick- up Delivery /wait time 2 Patient must be picked up and/or Delivered by the Contractor’s employees in a timely manner as defined by their SOW Contractor will be responsible for pick-up and delivery points, actual time of arrival at pick- up and delivery points and actual waiting time at pick-up and delivery points. 95% Daily Observation/ Review of Transportation Log Negative past performance rating for failure to comply. Environment of Care 3 Vehicles and medical equipment Contractor shall be responsible to ensure that all vehicles operated, and medical equipment utilized under the terms of this agreement meet all established requirements defined by this contract. 100% Periodic Review of Contractor On-Site Vehicle and Equipment Maintenance/Inspection Records validating compliance with all State requirements. Contractor will be required to provide annual compliance logs for all vehicles/equipment utilized to provide service to the VA. Contractor vehicles will also be subject to physical inspection by the VA at any time during the contract. Contractor will be fully responsible to ensure that all vehicles in operation under this agreement meet all requirements. Negative past performance rating for failure to comply. Task ID Indicator Standard Acceptable Quality Level Method of Surveillance Incentive/Penalty Driver Adequacy / Fitness for Duty 4 Contractor Personnel Contractor shall test drivers for prohibited drug use and alcohol misuse; administer a criminal background check, to the maximum extent permitted by NY State Law. Contractor shall be responsible to maintain on- site records of all employee competency requirements. 100% Periodic Inspection of Contractor On-Site Competency Records for employees If it is determined that a Contractor operator failed to meet all specified requirements, VA may provide negative past performance information and choose not to exercise any remaining option periods. Additionally, VA may issue a cure notice and potentially terminate the contract for default. Patient Safety Patient Satisfaction 5 Patient safety incidents must be investigated, confirmed and resolved. The Contractor shall notify the COR of any problems transporting patients. The COR or designee shall be notified within one hour of the occurrence of the incident(s) by telephone and, if requested by the COR and/or Contracting Officer (CO), a written report of the incident(s) will be delivered to the COR or his/her designee by close of business the next working day. 100% Direct Observation/ Review of Trip Sheets/logs/Contractor notifications If it is determined that a Contractor operator failed to meet requirements regarding the reporting of patient safety incidents, VA may provide negative past performance information and choose not to exercise any remaining option periods. Additionally, VA may issue a cure notice and potentially terminate the contract for default. Task ID Indicator Standard Acceptable Quality Level Method of Surveillance Incentive/Penalty Handling Patient Complaints 6 Patient complaints about the quality of service will be reported to the COR, and the Contractor The Contractor shall notify the COR and Contracting Officer, in writing within 24 hours, of any complaints made by the patients with regards to transportation services. 100% Customer Feedback If it is determined that a Contractor operator failed to meet requirements regarding the reporting of patient safety incidents, VA may provide negative past performance information and choose not to exercise any remaining option periods. Billing Errors 7 Invoice Procedures Billings must comply with Mileage Guide/Rates listed in the contract 100% COR will perform random sampling of monthly trip tickets against monthly invoice to ensure accuracy. VA will not pay for services not requested or for any charges which exceed agreed upon base and mileage rates.