Inactive

SOURCES SOUGHT The Department of Veterans Affairs, Network Contracting Office 10, 24 Frank Lloyd Wright Drive, Lobby M, Suite 2200, Ann Arbor, MI 48105, intends to solicit offers for Mid-Level Leader ... SOURCES SOUGHT The Department of Veterans Affairs, Network Contracting Office 10, 24 Frank Lloyd Wright Drive, Lobby M, Suite 2200, Ann Arbor, MI 48105, intends to solicit offers for Mid-Level Leader Engagement Training with all labor, materials, equipment, supervision, and all necessary resources to meet the requirements below. The Training shall be performed at the John D. Dingell VA Medical Center, 4646 John R Street, Detroit, MI 48201. Contractors that can provide this requirement and meets the requirements below are requested to send their 1. Company Name, 2. DUNS number, 3. Business size under NAICS 541611 and 4. If the item(s) are available on a FSS contract or not and the FSS contract number if it is available on contract, 5. Notification if they are a VETBIZ registered VOSB/SDVOSB, SMALL BUSINESS, WOMEN OWNED SMALL BUSINESS, COMPETETIVE 8 (a), or not. The contractor will have coaches and mentors available with specific operational expertise and demonstrable prior experience in Evidence Based LeadershipSM, AIDET®, Hourly Rounding®, Must Haves®, Bedside Shift ReportSM, Cultural Change, Change Management, Healthcare Finance, Emergency Department management, Employee engagement, Physician engagement, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) improvement, Leader Development, Executive Coaching, Executive Rounding and Quality Improvement. Training will be provided to improve the midlevel supervisor skills and abilities at the John D. Dingell VA Medical Center, improving their ability to have high accountability and achievement of outcomes, including customer service, through an evidence-based approach in continuation and an extension of current leadership AIDET® customer service training. Interested contractors are to submit their ability to meet the AIDET® requirement and the requirements as shown within the Performance Work Statement below. This is not a solicitation. This is a Request for Information, Sources Sought. This Sources Sought will close on 3/4/2020 at 5PM EST. Please e-mail all responses to Thomas.Auten@va.gov. Performance Work Statement Title: Leadership Competency Improvement: Customer Service and Performance 1.0 DESCRIPTION OF SERVICES. The overall objective is to have a vendor improve the midlevel supervisor skills and ability at the John D. Dingell VA Medical Center (Detroit VAMC) to transform midlevel ability to have high accountability and achievement of outcomes, including customer service, through an evidence based approach in continuation and an extension of current leadership AIDET® customer service training. 2.0 PERFORMANCE: 2.1 Service Required: The contractor shall provide training, coaching, assessment, and skill validation to ensure that midlevel staff change behaviors to meet Evidence Based LeadershipSM methodology. The contractor shall demonstrate requisite experience in coaching and training to comparably sized medical facilities. The contractor shall coach, train, and mentor Detroit VAMC midlevel leaders and staff on methods, techniques, processes, and supporting tools/templates that are statistically proven to produce sustained improvement (quality, safety, engagement, satisfaction, service, financial stability) at other large medical centers. Additionally, the contractor shall include statistically proven techniques, processes, and supporting tools/templates that produce sustained methods of accountability, achieve better operational efficiency / clinical outcomes and reduce process/outcome variability (clinical and administrative). The contractor shall provide peer reviewed documentation and examples of quantifiable success to support the effectiveness of its techniques. The contractor should have experience training other VA medical centers on communication including AIDET®. The contractor shall implement techniques to improve patients' perception of care as evidenced by SHEP and SAIL performance measures and improve customer and employee satisfaction as evidenced by improvement in SHEP and AES results. The contractor shall specifically implement techniques to improve operations, patient flow, wait times, safety, quality, finance and service in the Emergency Department. This includes the contractor implementing techniques in the Emergency Department to improve flow and throughput processes for more efficient, safer patient care and reduction in left without being seen rates. The contractor shall implement techniques to increase physician satisfaction, enhance doctor communication and reduce provider burnout all through an established evidence based methodology. 2.2 Assessment: a) The contractor shall conduct an initial baseline evaluation and assessment of the Detroit VAMC that will identify midlevel strengths and opportunities for improvement. This assessment should include national leadership benchmarks. The contractor shall deliver the results of the assessment via an in-person presentation to the Medical Center Director and facility leadership. The contractor should subsequently guide the leadership group through a discussion of recommended next steps. b) Following the baseline assessment, the contractor shall conduct quarterly follow-up assessments in comparison to the baseline evaluation and assessment to validate progress toward the organization s objectives. 2.3 Training: a) The contractor shall conduct a standardized Monthly Support Meeting to provide midlevel coaching, teaching and mentoring either in person, virtually or a combination of both. b) The contractor shall develop and deliver quarterly Training Seminars designed to provide hands-on learning opportunities to supplement the in person and virtual coaching. The contractor shall work with a team, designated by the Medical Center Director to customize curricula for each quarterly training. The curricula will include, but not limited to, midlevel accountability plans, leader Rounding for Outcomes®, leading best practices to improve patient communication, to include AIDET®, etc. c) The contractor shall provide onsite coaching visits focusing on tactics, tools, and process specified in the coaching plan. 2.4 Validation and Verification: The contractor shall provide and implement an established robust, automated, web-based rounding tool for use by all leaders. This tool must provide: Templates for hourly and other Veteran-centric rounding techniques Templates for rounding on employees Capacity for customization, allowing instantaneous, immediate creation of custom templates and stoplight reports 2.5 Ongoing Education: The contractor shall provide and implement a web-based leader accountability tool capable of delivering real time reports. This tool must allow midlevels to enter, access, and share goals and progress data transparently and efficiently. This tool must contain functions that: Establish weighted, measurable goals for leaders Enable quarterly action planning Facilitate monthly support meeting discussions Validate the efficacy of action planning Allow for administration to review managerial reports to assess compliance and improvement needs. 3.0 DESCRIPTION OF THE WORK 3.1 The contractor will have coaches and mentors available with specific operational expertise and demonstrable prior experience in Evidence Based LeadershipSM, AIDET®, Hourly Rounding®, Must Haves®, Bedside Shift ReportSM, Cultural Change, Change Management, Healthcare Finance, Emergency Department management, Employee engagement, Physician engagement, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) improvement, Leader Development, Executive Coaching, Executive Rounding and Quality Improvement. 3.2 For the duration of the period of performance, the contractor must provide the Detroit VAMC with access to online catalog of best practices, tools, workbooks, books, and other resources that have been harvested, tested, and refined from other healthcare organizations. Throughout the period of performance, the contractor shall provide access to all Detroit VAMC leaders the leadership development and automated accountability systems, tools, publication, video and online resources required to achieve and sustain the desired outcomes or any item the contractor deems necessary to performing the contract requirements. 3.2 The contractor must be able to provide the Detroit VAMC with leading best practices from industry inpatient, ED, physician and employee engagement arenas and be a winner of the Malcom Baldrige National Quality Award. 3.3 Location of Work a) Location: The contractor shall perform assessments, coaching, and training at the Detroit VAMC or other coordinated venue and its associated facilities. b) Hours of Operation: The contractor shall perform assessments, coaching, and training during normal duty hours which normally range from 7:00 a.m. to 5:00 p.m., Monday through Friday, excluding Federal holidays unless otherwise required in the contract or approved by the Contracting Officer. The contractor may be requested to also perform duties during the off tour extending up to 9:00 pm as mutually agreed upon. c) Holidays: The following is a list of legal federal holidays as referred to elsewhere in the contract and PWS: New Year s Day, January 1st Martin Luther King s Birthday, 3rd Monday in January Presidents Day, 3rd Monday in February Memorial Day, last Monday in May Independence Day, July 4th Labor Day, 1st Monday in September Columbus Day, 2nd Monday in October Veteran s Day, November 11th Thanksgiving Day, 4th Thursday in November Christmas, December 25th NOTE: Any of the above holidays falling on a Saturday will be observed on the preceding Friday; holidays falling on a Sunday will be observed on the following Monday. Any holidays that are declared by Presidential Executive Order shall be observed in the same manner as the holidays listed above. Closures of the facility may also occur due to inclement weather or other such acts of God. 4.0 PERFORMANCE EXPECTATIONS 4.1 Trained staff will understand and be able to implement best practices to improve outcomes of customer service, suicide prevention and other SHEP and SAIL metrics through utilization of the Evidence Based LeadershipSM model. 4.2 Trained staff will utilize web based validation tool to assure staff compliance with execution of AIDET® communication framework resulting in increased Veteran s experience through SHEP and SAIL results. 4.3 Trained staff will utilize monthly leading rounding tool to obtain real time reports and customer service issues while patient is still in facility and receiving care to improve the Veteran experience and star rating. 4.4 Trained staff will have a deeper understanding and ability of expected actions to achieve demonstrated by specific outcome improvements in customer service and SAIL scores through use of variety of tools aimed at increasing accountability and sustained cultural transformation. 4.5 Trained and validated leaders will demonstrate an ability to validate, provide feedback to, and coach staff s performance of Evidence-Based Leadership behaviors, resulting in an improvement of Veteran s experience and SHEP scores. 5.0 PROGRESS REPORTING 5.1 Contractor will provide to the COR quarterly electronic status reports regarding implementation milestones, progress towards goals, and identified risks if current progress is off target. 5.2 Contractor will participate in live briefings with top management to report and receive feedback on progress as requested by the government not to exceed four scheduled sessions per year. 5.2 Contractor will submit to COR final written summary report upon conclusion of the project.