Health authorities mental health experience of care survey request for proposal

Request for ProposalRequest for Proposal

RFP Number: BC HA SSO-0029

RFP Name: Survey of Mental Health & Addictions Experience of Care in British Columbia

RFP Issued: March 1, 2010

RFP Closing Date and Time:Friday, March 19th, 2010 @ 14:00 hrs (2:00 p.m. PST)

INTENTION TO SUBMIT A PROPOSAL

Proponent Name (please print)Proponent Contact name Phone numberFax numberAddressI will attend a Pre-Bid meeting if held (Yes/No)

IF YOU INTEND TO SUBMIT A PROPOSAL, COMPLETE THIS PAGE AND FAX TO THE RFP CONTACT BELOW

Marion Wynnyk, Buyer8521 198A StreetPhone 604 455 1301Fax 604 455 1311Email [email protected]

Table of Contents

RFP # BC HA SSO-0029 Survey of Mental Health & Addictions Patient Experience of Care in BC

General Information............................................................................4Introduction................................................................................................................... 4RFP Objective................................................................................................................. 4Background....................................................................................................................4Research Objectives and Deliverables...........................................................................5Qualifications...............................................................................................................13List of Participating Organizations and Facilities..........................................................13

Section 1.0: Submission Instructions..................................................13Intention to Submit a Proposal.....................................................................................13Closing Date and Location...........................................................................................14Submission Format......................................................................................................14Mandatory Criteria.......................................................................................................14Delivery Address..........................................................................................................14Proposed RFP Schedule...............................................................................................15Award Term.................................................................................................................15Contact, Inquiries & Submissions.................................................................................15Lobbying...................................................................................................................... 15Proposal Questionnaire................................................................................................15Verbal Communication................................................................................................16Proposal Acceptance Period.........................................................................................16Proposal Amendments/ Withdrawals...........................................................................16Ownership of Proposals – Proponent Costs..................................................................16Closing Date – Extension.............................................................................................16Late Proposal Submissions..........................................................................................16Signed Acceptance Forms............................................................................................16RFP Cancellation..........................................................................................................16

Section 2.0: Evaluation and Award Process.........................................17Evaluation Committees................................................................................................17Evaluation and Selection.............................................................................................17Evaluation Criteria.......................................................................................................17Standardization............................................................................................................18Equivalent Alternates...................................................................................................18Unsuccessful Bids........................................................................................................18Debriefing.................................................................................................................... 18Selection Processes.....................................................................................................19Pre-Bid Meetings..........................................................................................................19Prequalification............................................................................................................19Proponent Presentations..............................................................................................19Proponent Demonstrations..........................................................................................19Site Visits..................................................................................................................... 19In Use Evaluations.......................................................................................................19Specialist Consultants..................................................................................................20Probationary Periods....................................................................................................20

Section 3.0: Proposal Questionnaire..................................................21Table of Contents.........................................................................................................21Executive Summary.....................................................................................................21Mandatory Criteria.......................................................................................................21Contact Information.....................................................................................................21

Document#: Page 2 of 39


Approach and Methodology.........................................................................................22Corporate Strength & Experience................................................................................24Financial...................................................................................................................... 27Value Added................................................................................................................28

Section 4.0: Terms and Conditions Statement Summary.....................29Compliance to or deviation from Contract and RFP Terms & Conditions.....................29

Section 5.0: Proponent Acceptance Form...........................................30Conflict of Interest.......................................................................................................30Statement of full Disclosure of Financial Contributions...............................................30Authorized Signature...................................................................................................30

Section 6.0 Purchasing Standard Definitions, Terms and Conditions....31Definitions....................................................................................................................31Terms and Conditions..................................................................................................31

Appendix 1 BC Version of CMHCEQ Short Stay Survey ToolAppendix 2 CMHCEQ Validation ReportAppendix 3 Draft Sample PlanAppendix 4 List of Participating Organizations and Facilities



General InformationIntroduction

This Request for Proposal is issued by Fraser Health Authority, Interior Health Authority, Northern Health Authority, Provincial Health Services Authority, Vancouver Coastal Health Authority (including Providence Heath Care Society) and Vancouver Island Health Authority (including St. Joseph’s Hospital) (collectively the “Health Authorities”).

The Health Authorities are in the process of forming a not for profit, province wide, consolidated shared services organization (“SSO Administration Society”) that will create enhanced value to the health system through the effective and efficient delivery of procurement services on behalf of all Health Authorities. SSO Administration Society will, as agent for the Health Authorities, implement a strategic sourcing approach that consolidates the needs of all Health Authorities and will contribute to the Ministry of Health Services key outcomes of “sustaining high quality patient care through more efficient and cost-effective services and ensuring a sustainable publicly-funded health care system.”

Accordingly the Health Authorities may elect to require any contract resulting from this Request for Proposal to be entered into by the successful Proponent directly with SSO Administration Society as agent for the Health Authorities, or the Health Authorities may enter into such contracts directly and at their option, may subsequently assign such contracts to SSO Administration Society. As SSO Administration Society will be acting on behalf of and as agent for the Health Authorities, each Proponent is required to consent to the sharing of all information provided by a Proponent among the Health Authorities and SSO Administration Society.

Until such time as SSO Administration Society is operational, the Health Authorities are consolidating their supply chain activities through the Health Authorities Shared Services Organization which consists of representatives of all Health Authorities. The Health Authorities Shared Services Organization will be responsible for managing this RFP process including any award and negotiation of Contracts with Proponents.

Of the six Health Authorities named above, five are regional Health Authorities responsible for the delivery of health care programs and services in British Columbia within their respective regions. The sixth Health Authority, Provincial Health Services Authority, is responsible for managing the quality, coordination, accessibility and cost of selected province wide health care programs and services.

RFP Objective

Our objective in issuing this RFP is to identify Proponent(s) who are prepared and qualified to enter into an agreement with the Agencies representing the participating facilities for the services outlined in this document.



Background

The British Columbia Ministry of Health Services, six Health Authorities, and their affiliate organizations have implemented a program to measure the experience of patients in a range of health care sectors including Emergency Department Care, Long Term Care, Acute Care, and Outpatient Cancer Care. This work, led by the BC Patient Satisfaction Steering Committee (BCPSSC) provides information about patients’ experiences of care and service for accountability purposes. In addition, the results of patient satisfaction surveys are intended to be used by Health Authorities and their component organizations to improve the quality of the experience of the patients, residents and families they serve and to promote continuous organizational improvement. It is intended that information from surveys will be aggregated to provide system level reports (both at the provincial and health authority level) as well as facility and unit level reports at the point of service.

BC’s provincial patient experience survey initiative aims to: promote a common, provincial approach to measurement of patient satisfaction; work towards evidence-based benchmarks that will enable objective comparisons; compliment existing national and/or provincial measurement strategies; minimize data collection burden for Health Authorities; provide satisfaction data that supports and promotes quality improvements efforts

at the point of service; and support the accountability of the health care system.

Planning is underway to survey mental health and addictions (MH/A) patient experience of care in BC. This will be the first time that the BCPSSC has surveyed this sector. The objectives of the Survey are as follows:

1. to enhance performance of mental health & addictions care and services in British Columbia;

2. to enhance public accountability;3. to support quality improvement initiatives; and4. to measure the level of satisfaction with mental health & addictions care and

services in British Columbia in a coordinated, cost-effective and scientifically rigorous manner.

These objectives are consistent with the mandate of the BCPSSC.

The successful proponent will be required to submit a project plan that outlines an overarching strategy that will direct project timelines and deliverables. Specifically, the ideal candidate will:

1. Undertake the implementation of the coordinated province-wide MH/A patient survey AND the design/development of the family supporter tool simultaneously, or

2. Start the patient survey project and, once it is underway, launch the design/ development work for the family/supporter tool.

There are no anticipated efficiencies of scale, time or costs, if the projects are done at



the same time or using a staggered approach, so the prime basis for this decision should be how much work the proponent can manage at one time with a clear indication of the key decision points and workload that will be required of the BCPSSC and its MH/A Consultation Group.

Research Objectives and Deliverables

Proponents are asked to address the following overarching research objectives and deliverables that have been defined for this project in their proposals:

Research Objectives:

1. To generate information from the perspective of both recipients of MH/A services (patients and clients) and their family members/supporters, using surveys, on the performance of the MH/A sector as BOTH:

i) an accountability measure for the Ministry of Health Services and the health authorities, andii) as information to guide quality improvement efforts at the point of service.

2. To generate information from the perspective of recipients of MH/A services (patients and clients) on their experience of care at the point-of-service, including service integration to the point of discharge.

The Canadian Mental Health Client Experience Questionnaire (CMHCEQ), a public domain survey tool, has been selected as the core tool to be used for surveying MH/A clients in BC. The Short-Stay version of this tool, adapted and cognitively tested for use in BC, is to be used to meet the immediate need for assessment in acute, inpatient MH/A settings (see Appendix 1, BC version of CMHCEQ Short-Stay Survey Tool and Appendix 2, CMHCEQ Validation Report); minor changes may still be required including the addition of up to five questions.

3. To generate information from the perspective of family members/key supporter's that avoids any secondary data collection (i.e., this survey cannot ask for proxy ratings of what the patient experienced).

The BC PSSC has not identified a suitable survey tool to measure family and/or supporter satisfaction with the quality of care and services provided to patients/loved ones receiving MH/A services in British Columbia. The BC PSCC is seeking a research partner to develop a survey tool(s) for this purpose. The intent is for this survey tool to align with the survey questionnaire selected for the province-wide, coordinated survey of MH/A patients in BC, the CMHCEQ. As part of the development of this tool, it is expected that the successful proponent will undertake a number of activities including undertaking a further literature review, as well as conducting focus groups with key stakeholder groups (as part of tool development), along with cognitive interviews and pilot testing.

4. To focus primarily on the patient's and family/supporter’s experience of care (rather than satisfaction with care).

5. To include survey questions only if it is clear:



i) the question(s) address areas deemed to be important to patients/clients and/or families/supporters,ii) who will use the data/results gleaned from the question(s), andiii) what can be realistically changed based on the results/data generated from the question(s).

6. To generate reports that present survey results in a statistically meaningful way.

Deliverables:

The implementation and reporting of results of the patient survey and the development of the family/supporter survey are both to be completed in 2010. Subject to Subsection 6, the Survey should include all facilities identified for inclusion by the BC PSSC. The Proponent is expected to describe the approach they propose to use to undertake and implement the survey as outlined above. There are approximately 74 mental health and addictions facilities to be included in this point in time survey expected to be in field 6 months (see Appendix 4, List of Participating Organizations and Facilities).

The purpose of this RFP is to invite qualified proponents to submit proposals to undertake and provide survey services in a process that maintains competitive pressure, and permits the BCPSSC to select the proponent and proposal which it judges:

1. best meets the objectives set out above;2. is most qualified to perform the survey services; and3. is the most advantageous to the organizations.

The BCPSSC will give preference to a single vendor who can undertake both the patient and family components of this project; however, the BCPSSC reserves the right to select two different vendors. If two vendors are selected, there will be a need for each to work cooperatively with the other.

The successful proponent must manage all information in accordance with the BC Freedom of Information and Protection of Privacy Act and will maintain security standards that strictly control access to data to maintain strict confidentiality of any and all information. Each bid must describe how this will be achieved.

All documents, tools, and data resulting from this project are the sole property of BCPSSC.

The proponent will be responsible for the following deliverables:

Patient/Client Experience of Care Survey

Develop a detailed project plan and schedule by April 16th, 2010, with key milestones outlining how all aspects of the survey will be conducted and reported. The Framework is to include dates, major activities and sub-tasks, and timelines for each task. A schedule for regular reports and updates on progress to the Project Manager will be developed by the BCPSSC. The roles of the Contractor and the BCPSSC must be clearly defined and outlined in the project plan.



Confirm the sample plan (see Appendix 3, Draft Sample Plan) developed by the Consultation Group and make modifications as required to ensure acceptable response rates are achieved at unit, facility, and peer group levels.

Define and confirm with the MH/A Consultation Groupservice type peer groups (see Appendix 4, List of Participating Organizations and Facilities) for comparison of results (e.g., at local, regional, and national levels) and propose respondent segmentation to support comparisons (e.g. age, gender, diagnosis, length of hospital stay, service type, etc.) and location of service segmentation to support facility comparisons (e.g. bed-size, mental health vs addictions, region (e.g. health authority, health service delivery area, etc.).

Participate and contribute to the completion of a Privacy Impact Assessment for approval by Regional Privacy Directors and the Office of the Information and Privacy Commissioner

Field surveys via a handout methodology for completion by patients/clients as a self-report paper and pencil questionnaire distributed at the point of discharge with the option of: (1) completing it then and leaving it onsite in the facility in a sealed envelope in a drop box or (2) completing it later and returning it in a postage paid envelope via mail at their convenience. Prior to surveys going to field, the proponent will be responsible for training facility staff in the handout methodology.

Determine the most suitable means by which to implement a handout methodology for this survey, including alternate vectors of delivery, if needed, for facilities whose populations may not be well served by this methodology, planning of support and resources for each health authority, including central and local (at each site or shared between sites) coordination. The surveys with accompanying cover letters and return envelopes will be distributed (handout methodology) to all patients and clients fitting the inclusion criteria (see Target Population listed below), discharged from one of the 74 participating mental health or addictions facilities in BC (listed in Appendix 4) during the survey period (projected to be: June 1 to November 30, 2010). The Proponent will need to enable survey returns at both the point of care (drop box) and via mail, and monitor response rates. The Proponent will be expected to develop a manual, training, and presentation materials to support the successful engagement of persons in handing out surveys.

Define the process for confirming content for cover letters, and produce the cover letters and surveys in handout packages.

Perform all necessary tasks to ensure the translation and back translation by qualified medical language interpreters of the letters and the CMHCEQ English-language question set into the following languages: Chinese (traditional and simplified), Punjabi, French, Vietnamese, Spanish, and Korean. The proposal should address the ability of the Proponent to translate and test the tool in these additional languages, and outline the costs. Chinese, Punjabi and French are mandatory; Vietnamese, Spanish and Korean are desirable. Provide the representative of the BC PSSC with a copy of the compete survey form and cover letters (and all translations), customized with the logo of each Health Authority on both the survey and on the cover letters, and with contact information for questions from patients for each on the letters, for



review, comment, and approval no later than 14 days in advance of the commencement of the handout period (scheduled to commence June 1st), and incorporate all comments/changes received from the BCPSSC Project Manager pursuant to the proceeding.

Develop code sheets with scoring assignments (with full question text and showing text fragments as they will appear in reports).

Demonstrate the willingness and ability to support a joint handout/electronic delivery implementation with an option for respondents to complete the survey online. Proposals should include the cost implication of electronic data collection.

Perform all activities related to collecting and processing the returned survey forms. The proposal should address where the proponent proposes to receive survey responses from patients. For example, proponents should indicate whether the survey forms will be returned to a BC return mailing address (proponents should include a commentary on the effect that a non-local return mailing address could have on the response rate of the survey). Proponents should also provide detailed information on how it will handle and protect the privacy of survey respondents and confidentiality of survey information and data, including:

separation of data containing information that identifies survey respondents from data that does not contain this information; the physical security of information as well as electronic security measures i.e., the measures open to it and that the proponent would take to prevent the release of information collected under the survey to any person other than is approved by the organizations. The organizations are particularly concerned about the requirements under the US Patriot Act 2001 to disclose information collected under the survey. Proponents are asked to describe in detail how they will comply with all applicable privacy legislation, describe every location at which data collected under the survey will be stored, and indicate whether it proposes to remove data from BC or Canada. Lastly, proponents must indicate a willingness to undergo an information security and privacy audit to be conducted by the BC PSSC and an independent auditor, and address any recommendations arising from the audit at their expense.

Produce reports no later than March 1st, 2011. Results must be reported at the unit, facility, health service delivery area, health authority, and provincial level. Results must be reported for the mental health sector, addictions sector, and for both combined. Results from the tertiary population must be analyzed and reported separately from the provincial sector survey results as a pilot with longer stay patients. Segmentation of results by age, gender, language group, etc is expected. In addition to the quantitative information collected from the questionnaire verbatim open-text comments must be translated, transcribed/typed and coded, then sorted into categories that can be easily understood and acted upon. A PowerPoint presentation of survey results to the BCPSSC must be developed and presented, and must include time for questions, as required.

Design reports to identify strengths, problem areas and key drivers of satisfaction. Statistical correlation and significance testing to show differences between BC scores with comparison groups is required (e.g., BC results compared to Ontario results, HA



results compared to BC results, facility scores compared to Health Authority, and BC scores). Proponents are to include with their proposal, a description of the standard reports that will be produced and a sample of each report, showing how they will format the results as well as confirmation of both their ability to return raw data and use privacy enhancing technologies for the transfer of data.

o A detailed outline of the proposed reporting framework for the survey for the following is required:

Provincial level reports (MH&A, MH, A) Health Authority level reports (as above) Health Service Delivery Area level reports (as above) Facility Level reports (MH or A, based on population served) Unit level reports (as above, where n sizes permit)

o The ideal proponent will include up to five provincial-level and six health authority-level custom reports.

o At a minimum reports should contain both a high level executive summary and a more detailed comprehensive report, each of which should contain statistical (graphs, tables, etc) and narrative summaries of the data. The reporting requirements of the survey should include web based reporting at all levels of analysis, ideally with capacity for manipulation of data (e.g. cross-tabulations, linkage with demographic information, etc.)

o Reports will address the following questions and provide actionable data for leaders and front-line staff:

How are we doing overall? How are we doing in specific areas? What are our strengths? What are our areas for improvement? How do we compare to other similar programs? Where should we focus our attention? What is the correlation of each question to satisfaction level?

o Verbatim transcription, coding and sorting into categories of the comments generated from the two open-text questions included in the BC CMHCEQ must be formatted into “Comment’ Reports” at the facility level.

Provide assurance of quality control in reporting. Proponents are required to describe the procedures they will institute and follow so that the proponent can demonstrate that the survey data is handled, recorded, and analyzed to a standard that can be relied on and used for the intended purposes.

Each bid must provide a detailed project plan that articulates how each of the above deliverables will be approached. The plan must include timelines, methodology, key deliverables, and standards/criteria for managing the project.

Family/Supporter Survey



Develop a detailed project plan and schedule by June 9th, 2010, with key milestones outlining how all aspects of the survey development will be conducted and reported. The Framework is to include dates, major activities and sub-tasks, and timelines for each task. A schedule for regular reports and updates on the progress to the Project manager will be assigned by the BCPSSC. The roles of the Contractor and the BCPSSC must be clearly defined.

Develop a working definition of "family/supporters/significant others" for the purposes of undertaking a survey of those people who support patients/clients receiving MH/A care and services based on a review of the literature, discussions with content experts, etc.

Develop a plan for how Health Authority and facility staff would access family/supporters for the purposes of fielding this survey, i.e., pros/cons of a matched sample.

Develop an inventory of current family/supporter satisfaction measurement tools used in practice and documented in the literature for the evaluation of the quality of care and services provided to MH/A clients – questions asked, data collection methods and frequency, scoring methodologies (e.g. ratings vs. reports), and best practices.

Summarize a literature review of the underlying drivers of family/supporter satisfaction with the quality of care and services provided to MH/A clients.

Develop a satisfaction measurement tool to measure family/supporter satisfaction with MH/A services including parallels/correlations between questions on the CMHCEQ tool selected for the coordinated survey of MH/A patients/clients in BC. The family/supporter survey instrument must reflect and address the key underlying drivers of family/supporter satisfaction with MH/A services and should focus on and measure what really matters to family/supporters. The tool must be developed with input from patients/clients and family members/significant others; hence, it is expected that this work will include focus groups (as part of the conceptualization phase when a base of information for tool design is created) along with cognitive interviews and pilot testing. The proponents proposal should include information on the recommended sample size for the focus groups and pilot testing, who will conduct the interviews (e.g., students, professional interviewers, etc.), number of focus groups, costs, timelines, type of information provided, etc.. It is expected that:

focus groups will identify what to include in the tool, how to identify the sample, and how to field the survey.

cognitive testing will involve face-to-face interviews with a sample of respondents and will be conducted to test each new item, putting a focus on the importance and relevance of the items. The outcome of the cognitive testing will confirm the questionnaire items or recommended changes to the items.

pilot testing will be used to field the new tool with a small sample of respondents using a fielding approach and the resulting pilot data will be analyzed (including as much reliability and validity analysis as possible). The outcome of this phase



will identify recommended changes to the tool.

Define a family/supporter survey development and measurement process that includes:

A question set that measures key drivers of family/supporter satisfaction with MH/A services; the question set should be structured to support both qualitative and quantitative (benchmarking) analysis and should be actionable. (NOTE: Although a single question set, with modules is referenced, the results of focus groups and cognitive testing may indicate the need for versions with slight differences for each of the Mental Health and Addictions family members/key supporters groups, i.e., short stay, outpatient, long stay, marginalized.)

A question set that includes, but is not be limited to, assessment/measurement of key drivers of satisfaction with statistically and empirically derived dimensions, and correlation of items, as appropriate with the CMHCEQ used for surveying patient/client experience of care with MH/A services

A question set that is modular so that the survey instrument can be easily adapted, modified, and/or customized to MH and/or Addictions services.

Translation of an English-language question set into alternate languages. The proposal should address the ability of the proponent to arrange for translation and cultural interpretation of the tool in the following languages other than English: Chinese (traditional and simplified), Punjabi, French, Vietnamese, Spanish, and Korean, and the additional cost of including and testing of the performance of the tool in these alternate languages.

Respondent segmentation to support comparisons (e.g. age, gender, mental health vs. addictions family member, length of hospital stay, etc.).

Location of service segmentation to support facility comparisons (e.g. bed-size, MH vs Addictions, region (HA, HSDA, etc.); this will involve development of facility peer groups based on facility location, size, and service types at the broad level (MH vs Addictions) and at the specialty level (eg. Mood disorders, eating disorders, etc).

Testing and validation of the family/supporter satisfaction measurement tool with all survey testing and validation being completed in BC “short-stay inpatient” facilities.

Defining the recommended sampling methodology, data collection method, measurement frequency and scoring methodology that will assist leaders and front line staff to identify the most actionable data.

Co-authoring with the BC PSSC and the MH/A CG an article for submission for publication, by September 1st, 2011, summarizing the process and outcomes of developing a family/supporter survey for use in BC.

Target Population for Patient/Client Experience of Care Survey



The target mental health patient population for the Survey is defined as patients over the age of 13, who received care in one of the following settings designed to complete treatment within 30 days:

a) Inpatient Psychiatric Unitsi. generalized psychiatric unitsii. specialized psychiatric units (e.g. eating disorders units, mood disorders

units)b) Inpatient Short Stay Beds

i. brief assessment/stabilization units/beds (e.g. psychiatric assessment unit).

The target addictions client population for the Survey, is defined as substance users over the age of 13, who received care in one of the following contracted or directly funded and managed settings designed to complete treatment within 90 days:

i. residential treatment settingsii. support recovery settings (e.g., units, centres, or homes) that provide in-

house treatmentiii. withdrawal management units (e.g., detoxification and stabilization units).

In addition a tertiary population is to be included in the Survey, defined as patients who are over the age of 13, and are receiving tertiary assessment and/or treatment services at Riverview Hospital or the Forensic Psychiatric Hospital and have a length of stay of greater than 30 days (results from these surveys will be analyzed and reported separately from the provincial sector survey results as a pilot with longer stay patients).

Qualifications

The ideal Proponent will have successfully completed projects of similar scope and complexity. The bid should demonstrate each of the following for at least one member of the proposed project team:

1. a health services or social sciences research background that includes a minimum of a Master’s degree and at least 5 years of research experience;

2. experience working with data for the purposes of accountability and quality improvement;

3. successful implementation and completion of large scale surveys, preferably patient experience surveys, and experience in development and testing of survey instruments.

Successful completion of a project means a project that was completed on time and on budget where the end results were acceptable to the client organization. At least 2 projects completed in the past 5 years should be described for both points 2 and 3 above (including a brief description of each project, how it relates to the qualification requirements, and the name and contact information of a referee for each project who may be contacted by the BCPSSC to verify the information provided).

The resumes of all individuals (staff or subcontractors) who will work on the project must be included in the bid and the ways in which each meets the required qualifications must be clearly demonstrated. In addition, if more than 1 person will work on the project the roles each person will play must be described along with the percent of time each will



dedicate to each task described in the bid. Once the contract is awarded, no additional staff or subcontractors may be added or other changes made without the written consent of the Project Manager appointed by the BCPSSC.

List of Participating Organizations and Facilities

Appendix 4 includes a list of the 74 participating organizations and facilities. There may be some modifications to this list as the project moves forward.

For additional information on BC Ministry of Health Services and the listed regions, please visit the following sites:

www.health.gov.bc.ca http://www.vch.ca/ http://www.providencehealthcare.ca/ www.fraserhealth.ca www.interiorhealth.ca www.northernhealth.ca www.phsa.ca www.viha.ca

Section 1.0: Submission Instructions

Intention to Submit a Proposal

Proponents intending to submit a proposal are to complete the RFP cover sheet and return the document to the RFP contact. Any addendums will be posted to the issued websites. Proponents are responsible to check the websites frequently for additional information.

Closing Date and Location

Offers will be received until 14:00 HRS Pacific Time on Friday, March 19, 2010 at the delivery address noted in section 1 of this RFP.

Submission Format

Please provide 8 hardcopies and 8 electronic copies of the bid. Electronic copies should be in CD-ROM using Microsoft Word 2003 and/or Microsoft Excel 2003 compatible formats (as applicable). Proponents should try to limit their proposal contents to a maximum of 3 files, permitting the evaluation committee to navigate through Proposal contents efficiently and with ease. If an electronic copy is provided, Proponents should not alter information from the existing data. If necessary, add all additional information to the end of the spreadsheet or file. If there are any discrepancies between the paper copy Proposal and the electronic copy, the paper copy will govern.

The RFP format and sequence should be followed in order to provide consistency and ensure each proposal receives full consideration. The proposal responses to the RFP requirements should be transcribed directly onto the RFP document in the text boxes or spread sheets provided. Additional detailed information to the original response can be referred to and provided as appendices for clarity and convenience; ensure that the appendices are cross referenced to the RFP question number. Proposals should be


http://www.viha.ca/

http://www.phsa.ca/

http://www.northernhealth.ca/

http://www.interiorhealth.ca/

http://www.fraserhealth.ca/

http://www.providencehealthcare.ca/

http://www.vch.ca/

http://www.health.gov.bc.ca/


written in clear, concise language that allows for ease of retrieval and understanding by the evaluation committee. All proposals should be bound in a 3 ring binder; proposals are to clearly indicate the RFP # and title on the cover.

Mandatory Criteria

Proponents are to include the following table in their Proposal, indicating with a checkmark () that the Proposal meets the mandatory criteria, and providing the Proposal page number / section that verifies this requirement. Proposals not clearly demonstrating that they meet the following mandatory criteria will be excluded from further consideration during the evaluation process.

RFP Section

No.Mandatory Criteria Meets

Criteria ()

Proposal Page no.

(if relevant)

Title Page The Proposal, including questionnaire and pricing, must be submitted no later than 2:00 p.m. local time at below Delivery address.

All Sections The Proposal must be in English.5.0 The proposal must include Proponent Acceptance

Form signed by an authorized signatory.

Delivery Address

MAIN DELIVERY ADDRESS CONTACT INFO Support Service FacilityAttention: Front Desk Reception8521-198A StreetLangley, BC V2Y 0A1

Marion Wynnyk, BuyerE-Mail: [email protected]: 604.455.1301 Extension No. 741453

RFP#BC HA SSO-0029

NOTE: THE RFP# SHOULD APPEAR ON THE OUTSIDE OF YOUR PROPOSAL.PROPONENTS ARE RESPONSIBLE TO ENSURE SUBMISSIONS ARE RECEIVED AS SPECIFIED IN THE RFP. THE AGENCIES WILL NOT BE RESPONSIBLE FOR LOST, MISPLACED OR INCORRECTLY DELIVERED SUBMISSIONS. ALL SUBMISSIONS WILL BE DATE AND TIME STAMPED. FOR HAND DELIVERED SUBMISSIONS, A RECEIPT WILL BE ISSUED IF REQUESTED.

ALL SUBMISSIONS SHOULD BE MADE TO THE MAIN DELIVERY ADDRESS INDICATED ABOVE.

Proposed RFP Schedule

The following timetable outlines the anticipated schedule for the RFP process. The schedule provided is for information only. Timing and sequence of events may vary and the Agencies will ultimately determine the sequence of events.


Sequence of Events TimingRFP Issue Date March 1, 2010Proponent Pre Bid Meeting n/aRFP Close Date March 19, 2010Evaluations March 25, 2010Short List by March 25, 2010Proponent Presentations March 26, 2010Award Date March 26, 2010

mailto:[email protected]


Award Term

The successful Proponent(s) will receive an Award Letter followed by a copy of the final contract.

Contact, Inquiries & Submissions

All RFP inquiries are to be directed by email to the RFP contact. Information obtained from any other source is not reliable or official. Inquiries or questions may be recorded, and transmitted to all proponents on an anonymous basis. A response may or may not be issued as an addendum. The decision to issue an addendum, or post changes to the website is at Agencies’ sole discretion. Information obtained from any person or source other than the RFP Contact is not official and may not be relied upon. No oral conversation will affect or modify the terms of this RFP or may be relied upon by any Proponent.

Lobbying

Proponents will not attempt to communicate with the Evaluation Committee or any representative of Agencies at any stage of the RFP process, except as expressly directed or permitted by the RFP Contact. Proponents in contravention of this term may have their proposal removed from consideration.

Proposal Questionnaire

The RFP Questionnaire has individually numbered questions or statements. Proponents are to specify the number of the question or statement to which they are responding. DO NOT STATE “refer to attached brochure” unless you have referenced the exact location of the relevant information.

Proposals are to follow the same sequence as this document. Legibility, organization, content, clarity and thoroughness of proposals will be scored. All accessories, peripherals, systems or services required for the function or enhancement of any equipment included in the supplier response are to be identified otherwise it will be assumed to be included at no charge. Clarification and or variances to the terms and conditions are to be documented using the Terms and Conditions Statement Summary.

Verbal Communication

Verbal communications will not be accepted unless approved by the RFP contact.

Proposal Acceptance Period

Proposals are open for acceptance one hundred eighty calendar days (180) from the closing date.



Proposal Amendments/ Withdrawals

Amendments may be made to proposals if submitted in writing prior to the closing date. After the closing date, the only allowable changes will be as a result of the Agencies seeking clarification. Proposals may be withdrawn, by written request, during the acceptance period and up to the closing time.

Ownership of Proposals – Proponent Costs

Proposals become the property of the Agencies and are irrevocable after the closing time. Proponents are solely responsible for the cost of preparing and submitting proposals. The Agencies will not be liable for any associated costs or loss of revenue related to proponents submitting proposals

Closing Date – Extension

In extenuating circumstances, an extension to the closing date may be requested in writing. The Agencies will consider the circumstances and the request and either grant or deny the extension. All decisions will be at the Agency’s sole discretion.

Late Proposal Submissions

Submissions received after the closing time will be retained unopened by the Agencies, and a letter of notification will be sent to late proponents. If circumstances beyond the Proponent’s control delay their submission, they may request their proposal be accepted. The Agencies at their sole discretion will make a final acceptance decision.

Signed Acceptance Forms

Proposals with unsigned acceptance forms have no status and will not be considered. A letter of non-compliance will be mailed or faxed to the Proponent. The Agencies will retain the Proponent’s submission.

RFP Cancellation

The Agencies are not bound to accept any Proposal and reserve the right in their sole discretion to postpone or cancel this RFP at any time without liability for any reason whatsoever. Without limiting the foregoing, the Agencies will not be bound to accept the lowest-priced Proposal and reserve the right, at their sole discretion, to accept or reject any Proposal in whole or in part.

Section 2.0: Evaluation and Award Process

Evaluation Committees

Agencies standard practice for evaluation includes analysis by a multi-disciplinary evaluation team that may be comprised of, but not limited to: representatives from the User Department; Biomedical Engineering; Clinical Products Co-Coordinators; Purchasing; Materials Management; Plant Services; Information Services; and Finance. The Agencies, at their sole discretion, reserve the right to select the evaluation committee participants. The evaluation committee will evaluate and score each compliant proposal on the basis of the criteria listed in section 2 of this RFP.



Evaluation and Selection

The Agencies support Value Analysis in acquisition including total cost considerations, service & support and value added benefits. Proposals not meeting all mandatory criteria will be rejected without further consideration. A proposal will not be evaluated if, in the Agency’s opinion, evaluation would incur a conflict of interest in relation to the RFP process. Proposals that meet the mandatory criteria will be evaluated by the Evaluation Committee in accordance with the evaluation criteria – section 2 of this RFP. Proponents are to clearly identify existing Corporate Agreements for consideration in the evaluation process. If all factors are equal, for all proponents in the final process of evaluations, Proponents with favourable performance evaluations may be given preference. The Agencies reserves the right to request clarification of proponent submissions. This is not an opportunity to revise, resubmit, alter or amend the original submission.

The Evaluation Committee will make a recommendation for the selection of a preferred Proponent or preferred Proponents to the Agencies. If the Evaluation Committee selects a preferred Proponent or Proponents, then the Agencies will enter into discussions with the preferred Proponent(s) to clarify any outstanding issues and finalize the terms of the Service Agreement(s). For clarity, the Agencies may negotiate modifications or variations to the preferred Proponent’s Proposal. If discussions are successful, the Agencies and the preferred Proponent(s) will finalize a Purchase Order or Service Agreement(s). If at any time the Agencies form the opinion that a mutually acceptable agreement is not likely to be reached within a reasonable time with a preferred Proponent, then the Agencies may give the preferred Proponent written notice to terminate discussions; in which event, the RFP Contact will then open discussions with next highest scoring proponent.

The intent is to enter into an agreement with the Proponent(s) that scores the highest overall percentage points and/or is determined to represent the best value for the involved Agencies.

Evaluation Criteria

The Evaluation Committee may apply the evaluation criteria on a comparative basis, evaluating the Proposals by comparing one Proponent’s Proposal to another Proponent’s Proposal. The Evaluation Committee will compare and evaluate Proposals to determine the Proposal which is most advantageous to the Agencies, using the following evaluation criteria:

Evaluation CriteriaPercentage Points (%)

Approach and Methodology 25

Corporate Strength & Experience 25

Financial 30

Value Add 15



Compliance Section 6.0 Standard Terms & Conditions 5

TOTAL 100

Standardization

The Agencies recognize standardization benefits in delivering consistent quality care, support, education, supplies, and services. Once additional obligations are met, the Agencies may direct subsequent purchases to the award vendor(s) recognizing standardization objectives. Standards may be challenged/changed at anytime after initial contract obligations are met.

Equivalent Alternates

Proponents may quote Products/Services with specifications different from those listed in the RFP - including those which are considered functionally equivalent - but should provide a specification sheet and or product monographs. Proponents quoting alternate Products/Services are to articulate their functional equivalency. Acceptance of this equivalency will be at the sole discretion of the Agencies. Proponents should identify and document in their Proposals any variances from the RFP specifications. Descriptive literature accompanying proposals are not considered adequate information indicating variance from RFP specifications.

Unsuccessful Bids Unsuccessful proponents will be notified by letter and are able to request a debriefing. Only information relating to their submission will be discussed.

Debriefing

After the bid process, a letter will be sent to all proponents indicating their status. Unsuccessful Proponents may contact the RFP Contact for a debriefing within 10 days of being notified as unsuccessful. In the debriefing, the Agencies will generally explain why the Proponent’s Proposal was not successful. The intent of the debriefing session is to aid the Proponent in presenting a better Proposal for subsequent procurement opportunities. Any debriefing provided is not for the purpose of providing an opportunity to challenge the RFP or the RFP process. The debriefing will be solely between Agency representative(s) and the Proponent requesting the debriefing. The debriefing will not include disclosure of another Proponent’s Proposal; all terms of this RFP will apply to the debriefing, including for certainty, the requirement that Proponents will treat all information received at a debriefing as confidential.

Selection Processes

Pre-Bid Meetings, Prequalification, Proponent Presentations, Demonstrations, Site visits and Short listing are all optional steps in the selection process. The Agencies may elect to engage one or more of the following steps in the evaluation process.



Pre-Bid Meetings

Pre-Bid meetings may be held if there is sufficient interest indicated on the Intention to Submit a Proposal Form. Meetings may be recorded and transcribed and provided to bidders. The Issue date is the date the RFP is posted on the Website.

Prequalification

Proponents may be required to confirm they have the required qualifications to be considered for a business relationship with the Agencies. The criteria included in this confirmation may include (but not be limited to): Size; Capacity; Financial Stability; Industry; government certification or licensing; positive references; experience; and value for products or services offered. Once qualified, proponents may be awarded business on a small volume ad hoc basis; or may be among a selected group of pre-qualified proponents to respond to a competitive bid.

Proponent Presentations

Proponent presentations can be utilized as clarification for the evaluation committee. Proponents may be given an outline of what is to be presented.

Proponent Demonstrations

Proponents will demonstrate the operation or use of equipment or supplies; and the Agencies’ evaluation staff will have an opportunity for hands on experience. This demonstration will not be in a clinical or “in use” setting.

Site Visits

An evaluation team may travel to each vendor’s reference site. If site visits are required they will be conducted within the Health Authorities standard which states that vendors will pay all expenses (within policy for travel) for two committee members. Any additional members will be at the Health Authorities expense. References will be confirmed and the visit scored accordingly.

In Use Evaluations

If on site evaluations are required, proponents will be responsible for all costs to supply equipment and consumables. Evaluations are conducted in a real life application to confirm the equipment/products efficiency and efficacy in delivering the requirements. Proponents are to ensure ‘evaluated’ equipment and products are picked-up promptly after evaluations. A 'no charge' purchase order may be issued for recording and tracking purposes only. All application training for equipment and supplies will be provided at no cost during the evaluation process and for the duration of the contract. If appropriate, the Agencies will consider a ‘train the trainer’ approach.



Specialist Consultants

The Agencies may engage the services of an industry specialist in the evaluation process where the expertise is not available within the Agencies.

Probationary Periods

Where other processes may not completely demonstrate the viability of the equipment or supplies, the Agencies may award business on a probationary basis. This is an opportunity for the proponent or proponents to confirm their solution meets the requirements of the RFP.


Section 3.0: Proposal QuestionnaireProponents are to complete the spreadsheet embedded in this document. Proponents should not alter the original sequence of items (insert, remove or merge items/rows/columns/cells/etc.) other than providing response data in cells allocated. Item alternates are to be presented in separate list with cross references to relevant item, following the sequence of original unaltered list.

Table of Contents

Proponents should provide a table of contents at the front of their proposal.

Executive Summary Proponents should provide a brief executive summary of their proposal.

Mandatory Criteria

Proponents should insert the completed Mandatory Criteria table from Section 1 of this RFP into this location of their proposal.

Contact Information

Company NameMailing Address:Phone/FaxToll Free Phone No:Proponent’s NameProponent’s Position:

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Proponent’s Email:Company’s Email:Website Address:Approach and Methodology 25%

Meeting and or exceeding specifications, clinical performance, ease of use, ergonomics, quality, safety, delivery, consumable supply reliability, alternate supply sources, expansion capabilities, technology integration opportunity, warranties and/or guarantees.

3.1 Describe how the Proponent will provide the services outlined in this RFP, including a project plan for the completion of the services, completed to a level of detail that will demonstrate the approach to be taken by the Proponent in the provision of the services. Detail how your firm will utilize their individual personnel during the proposed term of the service agreement. State any assumptions as to the utilization of the Agencies resources required to be utilized in the support of the Proponent's performance of the services, including the implementation of the recommendations.

3.2 Can your firm provide all of the objectives as identified in this RFP? If not, indicate what you cannot provide and why?

3.3 Detail how your firm will format results. Provide sample reports with proposal.

3.4 Is your firm able to return raw data? If not, indicate why.3.5 Detail your firm’s use of privacy enhancing technologies for

the storage and transfer of data and ability to manage all information in accordance with the BC Freedom of Information and Protection of Privacy Act.

3.6 Will your firm sub-contract any of the services described in the RFP? If yes, provide details about the services that will be sub-contracted and the sub-contractor, including how long your firm has used the sub-contractor for these services. Include contact details for the sub-contractor in the same format as Section 3.0 of this RFP. Only sub-contractors approved, in writing, by the Agencies may be utilized in the performance of the services.



3.7 Describe how your firm will implement the services including timelines, personnel requirements (Agencies' and your firm's personnel), equipment and/or supplies required, etc.

3.8 Describe how your firm is a leader in providing these services and how it will work with the Agencies to build and implement "best practices" and "continuous improvements" in the healthcare environment in respect of the services.

3.9 Describe the factors that will influence your success or failure in providing your proposed services.

3.10 Describe the Agencies responsibilities that will contribute to the successful delivery of your proposed services.

3.11 Describe any barriers that your firm has encountered with previous contracts and what your firm did to eliminate them.

3.12 Provide your firm’s view on how patient experience should be measured and reported, from a quality improvement perspective.

3.13 Describe and provide samples of your firm’s contract reporting practices, benchmarks, frequency and key performance measurements to ensure your firm’s success, compliance and service/quality standards.

3.14 Describe the technology your firm will use to improve customer service and cost effectiveness.

3.15 Describe the experience your firm has had in working with private information and the measures that would be taken to ensure proper handling of survey data.

3.16 The Agencies support performance based pricing models that ensure target outcomes are met and accountability is maintained. Outline how your firm supports this principle with respect to bonuses for superior performance and penalties for non-performance.

3.17 Do you provide toll free telephone service support or webs support? What is average and guaranteed response time to an initial contact? What are hours of operation stated in Pacific time?

3.18 Describe your training and educational programs for the Agencies personnel. Provide details on how the training is administered, how many staff can be trained at a time, and



whether a “train the trainer” approach is recommended. What training materials are available (i.e. brochures, manuals, software, video / audio tapes, websites, etc.)?

3.19 Do you have any geographical boundaries for your services? If yes, provide details.



Corporate Strength & Experience 25%

Vendor performance, references, reputation, appropriate licensing or registration, completeness and clarity of offering, industry certifications, association memberships/awards, contract management, sales/service representation, inside sales support, on-time delivery, transaction/document accuracy, problem resolution, adherence to the Agencies policies, ethical conduct, environmental stewardship, and other attributes of leading organizations.

3.20 How many years has your company been in business? In Canada? In BC?

3.21 Provide your regular customer service business hours in the Pacific Time zone. Indicate if your company has ‘after hours’ service capabilities.

3.22 How many total personnel does your company employ? What is their average length of service? How many staff dedicated to Canada? Dedicated to Western Canada? Dedicated to BC? Dedicated to the Agencies?

3.23 Define the technical support and responsiveness dedicated to the Agencies during contract term, including experience and training of key personnel that have the required knowledge, skills, and abilities to perform the support individually and as a team.

3.24 Provide an organizational chart and the management team information that illustrates the firm's structure, management, staffing, and support structure for the provision of the services.

3.25 Identify any key individuals who will be leading or participating in the providing of the services. Provide biographies of these individuals showing their experience, knowledge, skills and training to provide the services. Include an organization flow chart of the corporate office that would provide the service to the Agencies.

3.26 If successful on this proposal, will you appoint a specific employee to act as the day-to-day manager of the contract? If yes, identify the individual and their qualifications for the



role.

3.27 Has your firm been involved in any relevant litigation within the past 5 years? If your response is affirmative, provide details.

3.28 What type of quality or product guarantees do you offer?3.29 Is your company a member of an industry association(s)?

Provide details.3.30 Has your company received any management or industry

recognized quality awards?3.31 Describe your organization’s position in the Global, North

American, Canadian and BC Markets. Indicate percentage share of the relevant market and trend increasing or decreasing.

3.32 Provide any statements from the Board or Executive of your organization committing to investment in the relevant market, intentions to remain in this market and or investment in research and development. Provide investment in R&D as a percentage of gross profit.

3.33 Describe any licenses or other qualifications held by your firm that are relevant to the services.

3.34 Have you included any literature describing your services in your proposal?

3.35 If successful, will your firm allow use of your logo for website award posting announcements?

3.36 Does your firm offer web access portal options to the manufacturer’s sites? If yes, provide details.

3.37 Describe your firm's prior experience on comparable projects or services in the public sector environment, including any past or current agreements with the Agencies.

3.38 Does your firm's personnel go through security checks prior to employment? Who conducts the checks (i.e. RCMP, Vancouver Police, etc.)?



Provide the following information for three references where you have recently provided services that match the size, complexity and requirements of this RFP.

Organization Name

Organization Name Organization Name

Mailing Address:

Mailing Address: Mailing Address:

Contact Name: Contact Name: Contact Name:

Position: Position: Position:

Phone: Phone: Phone:

Fax: Fax: Fax:

Email: Email: Email:

Services Provided:

Services Provided: Services Provided:


Financial 30%

Cost considerations include: service costs, cost increase protection (Exchange rate, CPI, duty, etc.), volume discounts, E commerce discounts, early payment discounts, financial incentives, rebates, standardization incentives, consignment inventory options, discounts for consolidated shipments to a single distribution centre, lowest overall life cycle cost, installation, and training cost. Quote Canadian dollars all taxes extra.

3.37 Agencies may choose to award all of the project deliverables at once or award individual deliverables as separate “projects”. Will your pricing remain the same if this option is chosen? If not, explain and advise what limitations or changes will apply.

3.38 Agencies may choose to award the contract to one firm or to more than one firm. If your firm is chosen as the only provider, will you offer any additional financial incentives? If yes, provide details.

3.39 Describe any volume discounts, rebates or other financial incentives or benefits that would accrue to the Agencies.

3.40 Are you offering any other financial incentives (i.e. long term contracts)? Describe the incentive and any additional conditions that will apply.

3.41 The Agencies standard payment terms are net 30 days. Do you offer any discounts for early payment? Clearly state the percentage discount and timing (i.e. 2/15net30).

3.42 Do you charge extra for custom services or services that are requested that may be considered "outside" the scope of the RFP? If yes, explain and provide your rate schedule. Be sure to include the following: web based response option, translation of non-mandatory languages, and production of custom reports.

3.43 Include detailed breakdown of costs to be recovered, separating the costs for implementing the patient/client survey and developing the family/supporter survey. Indicate whether fees will be charged on a lump sum or unit price basis. Proponents should base their pricing on the volumes set out in Appendix 2. If the actual volume differs by more

Page 29 of 39


than 10%, the survey price will be adjusted with the agreement of both the contractor and the organizations. Detail hourly rates for additional survey services as may be required.

3.44 Do you charge for travel expenses? If yes, provide costs and include a copy of your travel policy.

3.45 By responding to this RFP you are authorizing the Agencies to obtain and have a third party perform a credit review of your firm. Do you agree?

3.46 Describe how your pricing structure will ensure accurate and prompt monitoring of the cost and delivery timing of the services, in order to ensure the Agencies are not subject to cost overages in the provision of the services.

Value Added 15%Strategic corporate alliances and existing Corporate Agreements, research and development, competitive advantage, revenue generation, cost reduction initiatives, innovative ideas, presentations, demonstrations, social economic considerations, PPP (Public, Private, Partnerships) opportunities, incentives for single supply initiatives.

3.47 Illustrate how your proposal will advance and assist the BSPSSC and the facilities being surveyed within the Health Authorities to better utilize resources and results of the survey.

3.48 Describe the proponent’s past support and ongoing commitment to investments in research for services, products, and equipment to support quality improvement regarding patient experience of care.

3.49 What other services, support or additional information would you like the Agencies to consider when evaluating this proposal?

3.50 Does your firm have any quality improvement programs to share with the Agencies as an added value service?

3.51 What do you consider as your firm’s competitive advantage or your ‘added value’ over other companies?

3.52 What is innovative about the services you provide?3.53 What incentives would apply if the agencies are willing to be



a reference site for your services?3.54 What incentives would apply if the Agencies are willing to

conduct evaluations of your services, products or equipment?

3.55 What incentives would apply if the Agencies are willing to work with you on research and development for furthering surveying in this sector?

Section 4.0: Terms and Conditions Statement Summary

Compliance to or deviation from Contract and RFP Terms & Conditions 5%

Submission of a bid shall mean the Proponent agrees to all of the standard terms and conditions in Section 6.0 of this document. Any variation from these conditions should be clearly identified. Provide details of any non-compliance with the stated terms and conditions below. Failure to answer all questions or provide the requested information may disqualify your bid from consideration. Proponents are advised that all variations from stated conditions will be reviewed and MAY negatively impact the overall rating of their proposal.

State Section of RFP

State Term or Condition Number

State Explanation of Concern

Suggested Alternative

State Section of RFP

State Term or Condition Number

State Explanation of Concern


Section 5.0: Proponent Acceptance Form

Conflict of Interest

The Agencies’ Conflict of Interest Policy governs all employees, physicians, and associates. Proponents are to respect the intent of this Policy and disclose any financial transactions, activities or relationships that may be viewed as a real or potential Conflict of Interest. If, at the Agencies sole and absolute discretion, the Proponent is found to be in a real or perceived conflict of interest either during the RFP process or after award of the Contract, or if there is an appearance thereof, the Agencies may, in addition to any other remedies available at law or in equity, disqualify the Proposal submitted by the Proponent or terminate the Contract. Proponents warrant that no financial or other benefit resulting from this RFP will be paid directly or indirectly to any Agency staff, physician, associate or consultant.

Statement of full Disclosure of Financial Contributions

Proponents should include all funding support (including gifts) if applicable that have been provided for the past 3 years. Failure to identify such support in this disclosure document may result in cancellation of the contract or other contracts already signed and in force.(Proponents are to sign and return the form even if nothing to disclose)

ESTIMATED TYPE OF FUNDING SUPPORT

SITE OR LOCATION

DEPARTMENT RECIPIENT MARKET VALUE

Capital EquipmentSeminarsTravelSupplies

Educational Support

Research SupportDrug TrialsProjectsPublicationsOtherMajor DonationsOther Funding (specify)Corporate Agreement

TOTAL

Attach additional details if necessary

We certify that we have read and understand the information provided in this RFP and all included and subsequent documentation. The information provided in our submission is accurate and we agree to be bound by the all conditions, statements and representations contained herein.

Authorized Signature

Acknowledgment is hereby made of receipt and inclusion of the addenda provided during this RFP process. Failure from the Proponent to provide signature below will result in immediate rejection of this submission. The person signing this document declares that they are duly authorized signing authority with the capacity to commit their organization.

Executed this _____day of _____________________, 2010

Authorized Signature_____________________________

Printed Name __________________________________

Title/Position __________________________________ Company Name__________________________________

Address ______________________________________

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Phone/Fax ___________________________________

Section 6.0 Purchasing Standard Definitions, Terms and Conditions

Definitions

1. “Agencies” are the Fraser Health Authority, Vancouver Coastal Health Authority and Providence Health Care Society.

2. “RFP” means Request for Proposal3. "FHA" means Fraser Health Authority4. “Closing Time” is the date and time by which proposals must be received in order to be valid5. “Contact Person” is the person to direct all communication in reference to the RFP6. “Supply Agreement, Service Agreement” means a formal written contract between the

Agencies and a successful Proponent to supply the Products or Services.7. “Evaluation Committee” is the Agencies team responsible for selecting the best proposal.8. “Proposal” means a proposal submitted in response to this RFP9. “Proponent” means an entity that submits a response to this RFP;10. “Products/Services” means the specified requirements detailed in the RFP11. “RFP” means this Request for Proposals; 12. “Vendor, Supplier, or Contractor” means a Proponent that enters into an Agreement.13. “must”, or “mandatory” means a requirement that must be met in order for a proposal to

receive consideration;14. “should” or “desirable” means a requirement having a significant degree of importance to the

objectives of the Request for Proposal.15. “PHC” means Providence Health Care Society16. “VCH” means Vancouver Coastal Health Authority

Terms and Conditions

1. Accuracy of Bid Information – Agencies shall not be liable for errors or omissions in bid documents or in response to questions. All reasonable effort is made to ensure accurate representation, RFP information is supplied solely as a guideline. The information is not guaranteed to be accurate, comprehensive, or exhaustive. Proponents are responsible to conduct research in forming their opinions. Proponents are responsible to ensure their proposal meets all requirements of the RFP and to request clarification of any ambiguities.

2. Acknowledgment – The Agencies will not accept any terms, conditions or reservations, customary or otherwise, subject to which the seller may purport to sell, ship or deliver the goods, unless such terms, conditions or reservations have been specifically accepted in writing. No modification of the terms and conditions of this order shall have any effect unless made in writing and signed by the Agencies and the seller.

3. Advertisement- Proponents will not use the Agencies name, related logos, identification, or any of contents of this document in any way without prior written consent from the Agencies.

4. Affiliated Facilities- may be independent entities and, may reserve the right to make independent awards.

5. Agreement on Internal Trade- (AIT) The Agencies are subject to the Agreement on Internal Trade –Annex 502.4 as of April 1, 2002. An unsuccessful Proponent may appeal their status after a debriefing through the process identified in the AIT.

6. Amendments-Any proposal amendments must be made in writing, prior to the closing date.



7. Appendices-Appendices included with the bid document are considered a part of the document for all purposes.

8. Arbitration- Unless otherwise provided for, disputes arising in connection with the bid process and or contract must be referred to and resolved by arbitration pursuant to the Commercial Arbitration Act. Any arbitration will be conducted in Vancouver, B.C.

9. Bid Opening- Submissions will be opened in private unless otherwise noted. The decision to hold a public opening is at the sole discretion of the Agencies.

10. Bonding – The Agencies may require a Contractor provide a surety or performance bond

11. Business Registration- Successful Vendors may be required to register to conduct business in the Province of British Columbia.

12. Cancellation – The Agencies reserve the right to cancel contracts, Purchase Orders and or any procurement agreement due to breach of contract, non performance, unacceptable substitution, conflict of interest, and or reduction of government funding.

13. Clear Title- Bidders warrant clear title to the commodities supplied and warrants them free of defects and indemnifies and holds harmless the Agencies against any lawsuits, claims, or expenses related to, patent litigation, infringement, any liens, or any claims by third parties.

14. Collusion - Proponents submitting proposals confirm, and the Agencies may rely on such confirmation, that their Proposal has been prepared without collusion or fraud, and in fair competition with the other Proponents and their Proposals.

15. Committed Volumes – Quantities offered in our bid documents are intended to be committed (unless otherwise stated) volumes, proponents are to provide pricing accordingly. Proponent will indicate where additional discounts are available for increased volumes or optional pricing for non- committed volumes.

16. Competitive Pricing – If lower pricing is offered to another Health Care Institution or Group during the term of the contract for similar volumes, the vendor will reduce the cost to the Agencies to the same level. Proponents will disclose any current agreements that preclude them from offering competitive pricing. Vendors will not enter into agreements that preclude them from extending the preferential pricing.

17. Confidentiality-Submissions provided in confidence shall so be honored. The only submission information the Agencies will release will be as required under law. Awards exceeding ten thousand dollars ($10,000) may be posted on web sites. All information received through the bid process is confidential. The agencies reserve the right to share information with government agencies as they are required to disclose this information on an infrequent basis for the purpose of validating, value for money.

18. Contractor Damage to Facilities - Contractors are responsible for the cost of any damage to the facilities or contents caused by them except for reasonable wear and tear.

19. Contractor Staff Conduct - Contractors shall require its employees providing services to adhere to Agencies workplace conduct, harassment, and other relevant policies. The Contractor shall ensure any employees who do not follow the policies will not provide Services and will be removed from the work site immediately. Failure to comply will constitute a breach and possible termination of the Contract.

20. Contractor Staff Qualifications - Contractors will ensure their staff is competent, qualified, trained and supervised during the contract term. Contractor staff may be required to a wear uniform.

21. Contractor Supplies and Equipment - Contractor’s shall provide all the appropriately approved equipment and supplies for the performance of the services at the contractor’s expense. The equipment, and supplies used shall be in good working order and free from defects.

22. Copyright & Patent-Vendor warrants that the goods or services furnished will not infringe any patent, or copyright The Vendor will defend the Agencies at its expense against all suits incurred by any such infringement. The Agencies reserve the right to produce copies of Proponent submissions for internal distribution.



23. Criminal Records Check – Prior to contract start and during the term of the contract Contractors will ensure they comply with the requirements of the Criminal Records Review Act (“CRRA”).

24. Critical Items – Agencies may identify critical items in the bid documents, proponents are to carefully assess availability of these items when quoting lead times.

25. Delivery: - All deliveries are to be shipped ‘FOB Destination Vendor paid. Packing slips are to accompany every shipment. The purchase order number and the contents are to be clearly identified. Vendors are to use authorized carriers that are compliant to all governing regulations. All freight, packaging, crating, duty, brokerage, and freight insurance costs are the responsibility of the vendor. Title to the goods will not transfer until received at our site and approved. Vendors are responsible for the removal and appropriate disposal of all packaging and as necessary, setting the equipment in place.

26. Discretion Clause – If a Proponent submits a Proposal which does not satisfy every requirement as described in this RFP, the Agencies at their sole discretion may, but are not required to waive such deficiency, may seek clarification or additional information from the Proponent, and may consider and treat the Proposal as compliant with the requirements of this RFP.

27. Disaster Plan - If required, Contractors shall maintain a disaster plan acceptable to AGENCIES for the contract term. As a minimum, the plan will include contingencies for power, communications, flood, earthquake, heat, water, ventilation, supply, services and labor disruptions or failures. The Contractor will implement its disaster plan whenever required and shall be responsible for the costs.

28. Division of Contract Award-The Agencies reserve the right to award contracts to two (2) or more bidders if in the Agency’s sole discretion that the awards provides best value.

29. Education and Training- All training required to effectively utilize, maintain, and repair the awarded products; equipment or services will be provided at no cost.

30. Electrical Safety-All electrical equipment provided or used by a contractor in the contract is to have the appropriate certification (i.e. Canadian Standards Association (CSA). Any costs to obtain certification will be paid by the Vendor.

31. Electronic Dating Capability- The Bidder warrants no cost, fault-free, performance of equipment and systems that will process dating requirements up to 2008 inclusive.

32. Emergency Response Plan - If required, Contractors shall maintain in effect an acceptable emergency response plan for the contract term. As a minimum the plan will include chemical spill management, WHMIS, outbreaks of infectious diseases and other emergencies. The Contractor will implement its emergency response plan whenever required and shall be responsible for the costs

33. Entire Agreement - The RFP, Purchase Order and or the Contract with any portion of the proposal referenced constitutes the entire agreement between the parties. The parties confirm there are no prior collateral agreements, representations or terms forming part of this Agreement.

34. Firm Pricing –Pricing is fixed for the Contract term and not subject to adjustment unless provided for in the Contract

35. Force Majeure – If either party fails to perform due to a Force Majeure event, that failure will not be deemed a contract default. The party affected will immediately notify the other party and make all reasonable efforts to minimize the impact. The contract term will be extended by the resulting period of delays. If necessary, parties will suspend or curtail their operations in a safe and orderly manner. “Event of Force Majeure” means any unavoidable and or uncontrollable event which prevents the performance by either party of any of its obligations including (but not limited to) explosion, fire, accidents, epidemics, cyclones, earthquakes, floods, droughts, war, civil commotion, blockade or embargo. The following are not Force Majeure events lack of or insufficient financial resources to pay monetary obligations, increases in commodity prices, inability to obtain labor, equipment or materials, strikes, lockouts or other labor disputes.

36. Freedom of Information and Protection of Privacy Act (“FOIPPA”). The Agencies are subject to FOIPPA, which governs the collection, use, retention, security and disclosure of personal information, including requirements to ensure that storage of and access to



personal information remains within Canada. Personal information as defined in FOIPPA is any recorded information about an individual, including name, home address and medical history. There are limited exceptions such as workplace contact information. The proposed Agreement will include the obligations set out in the Agencies Privacy and Protection Schedule attached to this RFP or a schedule substantially similar thereto, which will apply to the Vendor and any subcontractor. Nothing in that schedule shall limit the obligations of the Vendor, and its subcontractor, to comply with the requirements of the Agencies or to other applicable laws, including the Personal Information Protection Act.

37. All proponents should provide, in their response, information about their Personal Information protection policies, explaining how they, and any subcontractor they propose to use, will comply with FOIPPA and the Agencies Privacy and Protection Schedule. FOIPPA also includes provisions that may require the disclosure of records held by the Agencies, including the proponent’s submission in response to this RFP. The Agencies acknowledge that the submission includes information that is commercially sensitive and that its disclosure may be harmful to the business interests of the Vendor as contemplated by section 21 of FOIPPA, and accordingly the Agencies shall keep such information confidential to the greatest extent permitted under FOIPPA and prior to any release of such information under FOIPPA shall give the notices to the proponent as required there under.

38. Governing Law- The RFP and any contract resulting from the bid process will be governed by the laws of British Columbia and Canada.

39. Hazardous Material-Vendors are to classify controlled materials, adequately label the containers and supply Material Safety Data Sheet for WHMIS regulated commodities. Vendors are to also meet any regulations stipulated by an authority of pertinent jurisdiction.

40. Headings - The insertion of headings in this RFP are for convenience only and shall not affect the interpretation.

41. Implementation / Termination Plan – If required, prior to the start of the contract, the Contractor shall submit an implementation and termination plan which address all requirements to achieve a seamless transition to and from the goods and or services proposed. The Contractor will adjust the implementation plan as required from time to time.

42. Included Words- Wherever the singular or masculine is used, the same will be deemed to include the plural or the feminine or the body corporate.

43. Indemnification-The Vendor shall indemnify and hold harmless the Agencies, its’ employees and officers, agents or authorized contracted service personnel from and against all claims, demands, losses, damages, costs, expenses and actions made against or incurred, suffered or sustained, whatsoever that may arise directly or indirectly out of any act or omission of the Vendor, its employees or agents, in the performance of this agreement. Such indemnification shall survive conclusion of this agreement.

44. Independent Audit – The Agencies may at their cost retain an independent third party to conduct inspections to verify that the Services are being performed in accordance with the terms of the Contract and to ensure supplies and equipment conforms to the required specifications.

45. Independent Contractor - The parties are independent contractors. The Contract does not establish any joint venture or relationship as partners, employer and employee, master and servant, or principal and agent.

46. Industry Meanings- Words and phrases used in the RFP, RFQ or RFT or the Contract that have acquired special meanings in the health care industry will be so interpreted.

47. Infection Control - The Contractor shall have the sole responsibility for the safety of its employees and shall ensure all its employees performing Services are fully compliant with all policies, quality standards, rules and regulations relating to infection control. The Contractor shall ensure its workers are vaccinated to Health Canada Guidelines and provide documentation of immunization records when requested

48. Inspections – The Agencies retain the right to conduct announced and unannounced inspections to verify services are being performed in accordance with the terms of the agreement.



49. Installation – Related to any Fixtures or Capital Equipment or Minor Equipment to support the supply agreement Installations may include but are not limited to: Provision of technical drawings, engineering specifications, templates, mounting plates. Identification of infrastructure changes such as power and or data wiring, plumbing, HVAC, structural, seismic, etc. Confirmation of installation date, on-site set up and commissioning, connection to services, testing and training. Removal and disposal of all crating. Vendors are responsible to provide details of all required renovations such as doorways, floors, ceilings or walls and are to confirm that their equipment can be delivered to the installation point from the receiving dock. All installations are to comply with Medical Industry standards, Municipal, Provincial and National Building codes, Seismic, and Electrical requirements and the vendor is to certify that all requirements have been met. All necessary permits, inspections and associated costs are the vendor’s sole responsibility.

50. Insurance – Prior to commencing any work, without limiting liabilities, Contractors will insure their operations under a contract of comprehensive or commercial general liability blanket, contractual liability and automotive liability, with an insurer licensed in British Columbia, in an amount not less than $2,000,000 (two million dollars) per occurrence, insuring against bodily injury, personal injury and property damage including loss of use. If requested contractors will provide a copy of the Certificate of Insurance coverage. Each Agency will be listed as an Additional Insured on the policies.

51. Intellectual Property Rights –The Agencies will be the owner of the intellectual property rights, including patent, copyright, trademark, industrial design and trade secrets in any product developed through the Contract. Licensing and marketing rights to the developed product will not be granted to the Contractor unless otherwise negotiated.

52. Inventory Requirements – Vendors are expected to carry 30 days inventory in stock based on the Agencies projected requirements. This inventory should be in place prior to commencement and during the term of the contract

53. Invoices - Vendors are to invoice in duplicate, to the address identified in the Contract or Purchase Order. The invoice is to show the purchase order number and an itemized list of goods or services in the same sequence as the PO, approved charges for GST, PST, freight, postage, insurance, crating or packaging, etc. are to be shown as separate line include a contact name and phone number. Agencies will not be in default of terms if the delay is due to incorrect invoicing.

54. Invoice Payment – Full payment shall not be made until the entire order, as described in the Purchase Order has been received and accepted or as otherwise negotiated or noted in the Contract.

55. Legal Counsel - The Contractor confirms independent legal advice has been sought prior to entering into this Agreement.

56. Liability- The Vendor shall be responsible for any and all damages and claims for injuries or accidents done or caused by him or his operations or by his employees or his agents, or from any failure, neglect or omission on his part or his employees and covenants and agrees to hold the Agencies harmless and indemnified from and against all such damages and claims for damage.

57. Limitation of Liability -By submitting a Proposal a Proponent expressly acknowledges and agrees that: the Agencies, the Participating Facilities and their respective employees, contractors, consultants and agents, will not under any circumstances, including without limitation, whether pursuant to contract, tort, statutory duty, law, equity, any actual or implied duty of fairness, or otherwise, be responsible or liable for any costs, expenses, claims, losses, damages or liabilities (collectively and individually all of the foregoing referred to as "Claims") incurred or suffered by any Proponent as a result of or related to the RFP, the preparation of a Proposal, the evaluation of Proposals, acceptance or rejection of any compliant or non-compliant Proposal, breach of any obligations arising under this RFP, negotiations for a Contract or the cancellation, suspension or termination of the RFP process; the Proponent will be conclusively deemed to waive and release the Agencies, the Participating Facilities and their employees, contractors, consultants and agents, from and against any and all such Claims.



58. License and Registration- All Vendors or bidders are to be incorporated and have obtained licenses where required by legislation. Corporations submitting proposals shall be registered in the Province of British Columbia.

59. Medical Device & Distributor Licensing - Medical Equipment must have a valid Medical Device License issued by the Therapeutic Products Directorate of Health Canada for Class II, III and IV medical devices. Medical Device Distributors or Manufacturers, foreign or domestic, must have an Establishment License from Health Canada. For more information http://www.hc-sc.gc.ca/hpb-dgps/therapeut/htmleng/md_lic.html

60. New Technology- If new products or technology replace items on contract, no charge samples will be made available for evaluation. If accepted, the new products may be substituted at the original contracted price. Proponents are obligated to provide information on new technology that has or will supersede the products being quoted. Should the proposed products or equipment be superseded between the closing date and subsequent award, the vendor is required to provide the cost and technical information and on the new model. Agencies reserve the right to obtain the ‘older’ model at a reduced cost. If the Proponent is aware that a new model is being released within a year of the award date, they should provide this information in their submission.

61. Packing Slips - All shipments are to be accompanied by a packing slip which includes the purchase order number clearly identified. Items shipped are to be in the same order as the Purchase Order and back orders are to be clearly identified

62. Payment Holdback-The Agencies may hold back a portion of the contract price until all requirements are completed.

63. Performance Bonus and Penalties - Agencies and the Contractor may negotiate incentive bonus and penalties programs prior to the commencement of the term. Any such program will be included as an appendix to the Contract.

64. Permits and Licensing - The Contractor is responsible, at its cost, for obtaining and maintaining all required permits, approvals and licenses which may be required and shall require all of its employees, agents and sub-contractors to comply with all applicable law of any authority having jurisdiction.

65. Precedence of Documents-Agencies documents (RFP, Purchase Order, Contract and Terms and Conditions), shall take precedence over any proponent documents.

66. Pricing/Offers – Proponents are to provide pricing as and when required in bid documents and inquiries initiating from Purchasing only. Proponents are not to provide pricing to other departments without informing Purchasing first.

67. Product Support – Proponents are to clearly indicate how products or equipment are to be supported. This is includes sterile processing, cleaning, storage, preventative maintenance or other forms of support.

68. Quality Improvement - Vendors are expected to continuously develop and implement improvements in the performance of their products and services through process and utilization enhancements. Identified performance, improvements and efficiencies will be assessed by the Agencies as to whether the proposed improvements may be implemented without compromising utilization or service standards. If approved, the Contractor will implement the improvements for the benefit of the Agencies

69. Returns and Unapproved Alternates – Damaged, defective, incorrect, (unapproved substitutions) or substandard product or equipment, will be returned to the Vendor for replacement. The Vendor will be responsible for all costs associated with the return and replacement. This includes all freight, packaging and handling costs. Restocking charges will not be accepted.

70. Samples - Sample products may be required for evaluation. Samples are to be provided by the proponent at no cost. Any unused samples are to be picked up by the proponent when requested. Samples may be evaluated form competitors during the contract term in quantities up to 10% of the total contracted volume.

71. Services - Contractors shall provide continuous and uninterrupted Services performed to a standard of care, skill and diligence to the highest commercial standard available in the marketplace. All Services or materials required for the proper performance of the Contract which


http://www.hc-sc.gc.ca/hpb-dgps/therapeut/htmleng/md_lic.html

http://www.hc-sc.gc.ca/hpb-dgps/therapeut/htmleng/md_lic.html


are not expressly or completely described shall be deemed to be implied and required. Contractors shall furnish them as if they were specifically described in the Agreement

72. Severability - Each provision of any agreement is intended to be severable and if any provision is determined by law to be illegal, invalid, or unenforceable then that provision shall be severed from the document and will not affect the legality, validity or enforceability of the remaining provisions.

73. Software-Proponents submitting proposals that incorporates software may be required to place the machine readable source code in escrow. The Proponent warrants the Agencies will have all licenses required to use any software provided.

74. Subcontracting – The Contractor will not assign this Agreement or enter into any subcontract for any of the Services without the prior written consent. The approval of a subcontractor will not create any contractual relationship between the subcontractor and Agencies. The Contractor agrees to bind every subcontractor to the terms and conditions of the Agreement which is applicable to the work to be performed by the subcontractor.

75. Substitutions – Proponents are to identify substitute products that can be accessed in the event of back orders. Vendors will not substitute products or services without prior consent. If substitutions have to be acquired from another source, the contracted vendor will reimburse any additional costs incurred.

76. Taxes-The Agencies are subject to Provincial Sales Tax and the Goods and Services Tax. Proponents are to specify the tax status of the goods/services/equipment being quoted for both the GST and PST.

77. Time- Time is the essence of the contract.78. Vendor Expediting – Vendors are expected to advise the Agencies of supply issues

as soon as possible prior to the expected delivery date. Vendors are also expected to have a plan to mitigate these issues wherever possible.

79. Vendor Performance – Vendors will be assessed on their ability to deliver goods, services and equipment based on consistently filling orders of the correct quality, and quantity on time. Continual transaction and documentation errors and recurring back orders and substitutions constitutes non performance. Where performance is an issue the vendor will be given 30 days written notice to rectify the non performance issue. Non performance and or breach of other terms of the agreement may lead to the cancellation of the contract.

80. Waiver - A waiver of a breach or default under the Contract shall not be a waiver of any other breach or default. The failure of a party to enforce compliance with any term or condition of the Contract shall not constitute a waiver of such term or condition

81. Warranties – Vendors and Contractors warrant that all services will be performed to a standard of care, diligence and skill of competing suppliers. Products and equipment provided will meet or exceed the specifications required and are fit for the purpose intended. Warranties for products services and equipment shall extend for no less than a period of twelve (12) months after delivery and acceptance.

82. WCB Certification - Contractors will comply with all Workers Compensation Act (British Columbia) requirements and maintain during the term all coverage for the Contractor and its employees and provide a WCB clearance letter. Contractors shall comply with all applicable law including the Labour Relations Code, Workers Compensation Act (British Columbia), the Employment Standards Act (British Columbia), the Occupational Health & Safety Regulations and Human Rights Code as amended from time to time

83. Working Language- The working language of the Agencies is English and all documents and communications will be in English.


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