R410--Press Ganey Pt/RN Satisfaction Survey, NDNQI Base Plus 4

Manufacturer Rule is not applicable as the intended contract is for services. The Department of Veterans Affairs, NCO20 is looking for a vendor similarly situated as Press Gamey or authorized service providers of Press Gamey to provide patient and nurse satisfaction data as well as nursing sensitive indicators as required by the ANCC. The services must be in accordance with the Statement of Work. Statement of Work: VA Portland Health Care System (VAPORHCS) Measurement and Comprehensive Analysis Survey of Patient Care and Nursing Satisfaction GENERAL INFORMATION A: Introduction VAPORHCS is a designated Magnet® facility by the American Nurses Credentialing Center (ANCC) and periodically seeks re-designation. The ANCC requires that patient and nurse satisfaction data as well as nursing sensitive indicators to be reported at the unit level to be benchmarked to a national source. The requirement is for a contract that would provide a comprehensive survey, measurement, analysis, and reporting of patient satisfaction for VAPORHCS. The primary service location being Portland VA Medical Center (PVAMC) with the Vancouver VA campus being a secondary location with 10 Community Based Outpatient Clinics (CBOC). Further reference to PVAMC throughout this document will be inclusive of all VAPORHCS sites of care. 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/intensive care Ambulatory surgery Behavioral health Emergency department Outpatient The vendor must also provide nurse satisfaction survey services for all areas nursing is practiced within the PVAMC facility. The requirement is for multiple survey tools and associated reporting database that enables collection and analysis of unit level nurse 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. In addition, the vendor must also be able to provide PVAMC access to National Database of Nursing Quality Indicators (NDNQI). NDNQI is a proprietary database of the American Nurses Association and is a further requirement for continuing PVAMCs Magnet designation. The database collects and evaluates unit-specific nurse-sensitive data from hospitals in the United States. B: Background A comprehensive nursing sensitive indicator, patient and nursing satisfaction measurement service is necessary to advance the commitment of VAPORHCS to optimize the patient care experience for their PVAMC Veteran population. Establishment of a contract that enables PVAMC employees to access relevant data and evidence-based solutions to improve performance. These activities are critical to advancing patient satisfaction and improving health care delivery to the PVAMC Veteran population. Rationale/explanation to support sole source vendor selection: It is necessary to maintain patient and nursing satisfaction components as part of PVAMC s Magnet designation. It is essential to have consistent reporting services for the Magnet credentialling process. 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 and nurse satisfaction surveys as well as nursing sensitive indicators must work in collaboration with the Magnet Recognition Program on alignment of patient experience questions to meet the criteria for the various Magnet categories. An additional requirement for Magnet status is participation in the National Database of Nursing Quality Indicators (NDNQI), the vendor must already be approved by ANCC as an NDNQI provider. PVAMC benefits from having an integrated analytics dashboard combining elements from the multimodal set of services. An integrated analytics dashboard is an executive level report combining experience, operational, and outcome data that can be used to identify key strengths, opportunities, and areas of risk within VAPORHCS. There is an additional annual open market fee requirement for the inclusion of NDNQI services. C: 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 and nurse satisfaction surveys to include NDNQI. The primary objective of this contract is to track and improve patient outcomes and nurse satisfaction at PVAMC by providing employees and leadership with real-time data on patient perceptions of their care experience, nurse perceptions of working conditions and reporting on nursing sensitive indicators. This will enable employees evidence-based performance improvement opportunities to improve delivery of services to Veterans. The survey results will be used to gain insight into the opinions of Veterans who utilize PVAMC services for their medical care and nurses experiences for PVAMC nurses. Veterans who receive health care at a PVAMC within the time frame of this contract may be included in this surveying process. The VAPORHCS leadership team will maintain sole discretion regarding sample size and the Veterans that are identified to receive the survey. The contract will consist of the following activities: Provision of evidence-based survey instruments that enable measurement of patient and nurse satisfaction Distribution of surveys electronically and via mail to patients specified by PVAMC within 72 hours of receipt of patient file from PVAMC 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 PVAMC users within 48-hours of receipt of data. Provide a presentation of analyzed patient and nurse satisfaction data on a centralized online portal that provides PVAMC users with real-time access to reported data. Provision of online tools that enable users to create on-demand customized patient and nurse satisfaction reports and ability for users to produce reports for specified units and/or date ranges. Provision of formal quarterly reports on patient satisfaction and nursing sensitive indicators broken down by each participating unit Benchmarking of patient satisfaction data to leading health care institutions and identification of evidence-based, actionable solutions which PVAMC may implement to improve patient and nursing 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 PVAMC employee utilization of the patient and nurse satisfaction databases Provision of raw patient and nurse satisfaction data as requested