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FBO DAILY ISSUE OF JULY 28, 2012 FBO #3899
DOCUMENT

U -- Patient Centered Care Training - Attachment

Notice Date

7/26/2012
 

Notice Type

Attachment
 

NAICS

611430 — Professional and Management Development Training
 

Contracting Office

Department of Veterans Affairs;Orlando VA Medical Center;5201 Raymond Street;Orlando FL 32803
 

ZIP Code

32803
 

Solicitation Number

VA24812R2188
 

Response Due

8/3/2012
 

Archive Date

9/2/2012
 

Point of Contact

Alonzo Jacobs
 

E-Mail Address

Contracting Officer
(alonzo.jacobs@va.gov)
 

Small Business Set-Aside

N/A
 

Description

Market Research for a firm to improve Patient Centered Care (PCC) at the Orlando VA Medical Center in Orlando, Florida. This is a Sources Sought Notice only. This does not constitute a solicitation. The information gathered from this request for information (RFI) is for planning purposes only. The Government is not obligated, nor shall it pay for, any information received from potential sources as a result of this Sources Sought Notice. The purpose of this notice is to identify mandatory sources of supply as required by FAR 8.002 and small business entities capable of providing the following services: INTRODUCTION The Orlando VA Medical Center (OVAMC) is seeking a firm to develop and enhance its transformational initiative surrounding Patient Centered Care principles: Honor Veteran expectations of safe, high quality and accessible health care Enhance the quality of human interactions and therapeutic alliances Solicit and respect Veteran values, preferences and needs Empower Veterans through information and education Provide physical comfort and pain management Provide emotional and spiritual support Encourage involvement of family and friends Support and sustain an engaged work force as key to improving patient centered care Background The OVAMC is seeking to enhance the patient centered care experience as part of their 2012 Strategic Plan. In order to achieve this objective, the OVAMC shall enter into a collaborative project with a provider that is capable to provide such initiatives. The provider shall form a partnership to examine existing patient care practices in order to innovatively integrate the best practices of hospitality services to improve patient safety, healing, interactive surroundings, engagement experience, support, and levels of satisfaction. More specifically, this collaborative effort shall identify the means for, and barriers to, achieving OVAMC ™s stated Long Term Goals of providing PCC services and developing PCC concepts by leveraging technology, promoting health care and services delivery process improvement, education, and practices to enhance Veteran experiences. Through innovatively incorporating hospitality service principals into the 2012 Strategic Plan, the aforementioned, OVAMC goals can and shall be achieved. Objective Upon contract award, the awarded firm shall work with OVAMC project leaders and subject matter experts (SME) - hereafter referred to as OVAMC Champions, to identify ways to integrate hospitality industry best practices into existing PCC practices and procedures. In addition to improving PCC through innovative hospitality services principals, this partnership shall also identify opportunities to leverage technology, complaint management and adopt continuous process improvement practices. The OVAMC has identified three areas targeted for improvement. These areas are: Customer Service Complaint Management and Service Recovery Real Time Customer Service Data Collection and Data Base Creation Incorporating Concierge Concepts into Medical Center Customer Service, Way finding and Dispersing Patient Information The awarded firm shall work directly with OVAMC Champions to analyze existing processes and procedures and shall then provide specific recommendations for improvement. This collaborative approach shall rely on Integrated Process Teams (IPTs) consisting of internal and external stakeholders and various subject matter experts (SMEs) as required. The IPTs shall be led by the awarded firm ™s leadership and OVAMC Champion counterparts. The IPTs shall manage these tasks as individual projects, with each assigned a Project Lead and team members. The selected vendor shall demonstrate its ability to implement projects that shall be managed using proven project management techniques (such as work breakdown structures for cost control, integrated schedules used to show manpower and milestone dependencies and progress, and various stakeholder and team status meetings). These techniques shall be combined with a four phase approach: Assess, Suggest, Innovate and Sustain (ASIS). Each element of the ASIS phase is described in the below table: Table 1. The Four Phase Approach - Assess, Suggest, Innovate, and Sustain (ASIS) PhaseDescription AssessA baseline assessment shall be conducted for each project. SuggestA summary and assessment shall be made from the baseline related to innovation and transportability. InnovateAssessment and Suggestion data shall be combined with feedback from OVAMC Champions to identify ways to improve service and hospitality culture through innovation and technology. SustainPostassessments shallbeconducted toensurecontinuous process improvement and innovations remain current and flexible as Veteran's needs change. Thus ASIS embodies the Vision-Analysis-Team-Aim-Map-Measure-Change-Sustain (VATAMMCS) framework as a guide for success. The North American Industry Classification System (NAICS) identifier for this service is 611430 Federal Supply Holders, 8(a) business, Small business, veteran-owned small business, service-disabled veteran- owned small business, HUBZone small business, large busines, small disadvantaged business, and women- owned small business concerns may respond by submitting a qualifications letter stating the following information: 1.Name 2.Company Address 3.Point of Contact 4.Phone Number and email address 5.DUNS # 6.Business Size Determination 7.Qualifying Small Business status (i.e., SDVOSB, VOSB, WOSB, ETC ¦) 8.Certification of small business status 9.Capability Statement that exhibits clear and convincing evidence of your your firms capabilities and experiences to perform the listed tasks or deliver the required items. Responses shall be sent via mail or email, no later than 4 p.m. EST on August 3, 2012. Telephone and facsimile responses will not be considered. Please send responses to: Department of Veterans Affairs, Network Contracting Office 8, Attn: Joseph Boudreau, 5201 Raymond Street, Orlando, FL, 32803-8208. Email responses shall be sent to: joseph.boudreau@va.gov.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/OrVAMC/Or675VAMC/VA24812R2188/listing.html)
 

Document(s)

Attachment
 

File Name: VA248-12-R-2188 VA248-12-R-2188.doc (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=415701&FileName=VA248-12-R-2188-000.doc)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=415701&FileName=VA248-12-R-2188-000.doc

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Place of Performance

Address: 5201 Raymond Street;Orlando, Florida

Zip Code: 32803-8208
 

Record

SN02816442-W 20120728/120726235957-fc015dbd19e3f0cedbc2bdf1a9c1c71b (fbodaily.com)
 

Source

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

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