"Addendum No 2 RFP P199 12 After Hours Patient Call Service for UNM Hospitals"
ADDENDUM NO. 2 THE UNIVERSITY OF NEW MEXICO HOSPITAL PURCHASING DEPARTMENT 933 Bradbury Dr. SE, Ste. 3165 ALBUQUERQUE, NM 87106 DATE: January 24, 2012 RFP Number: P199-11 Name of buyer: Florencio Gallegos Opening Date: February 01, 2012 After Hours Patient Call Service for UNM Hospitals This Addendum becomes a part of the Original document and Modifies, as noted below, the original Request for Proposal: Questions and Answers (in red) Received as of January 17, 2012 1. Current or Previous Services: a. Is this project, or any part of it (i.e.: using a single or multiple answering services for any specialty or facility) a currently contracted service, or has it ever been contracted before? A very limited amount of our after-hours calls have been contracted out, but the majorities of our calls are handled in house and have never been contracted before. This RFP excludes Telephone Nurse Advice, which is contracted separately and is not intended to be a part of this RFP. b. If yes - how long has it currently been contracted or how long was it contracted before? Approximately 2 years. c. If yes - please provide the Contractor/s name/s & information. Decline to Answer d. If yes - please provide the current (or previous) pricing information being charged for these services, by item &/or service fee breakdown. Decline to Answer e. If no - how are your after hours calls being handled currently? Majority of our after-hours calls from patients are handled in-house through our hospital switchboard and providers on-call. 2. Call Volume, anticipated workload, and workflow for this project: a. The solicitation references the 92 subspecialties applicable to this requirement. Please provide any type of historic supporting data and/or informational reports, which might detail the number of calls that are taken after hours per-month per-specialty and/or Clinic. We do not know how many calls are taken after hours by specialty or clinic. b. What is the anticipated / historic Average duration of each call (minutes/call)? Calls coming inbound through our main phone number: approx 1 min; call length for the call center averages 2.02 mins inbound and 1.54 mins outbound. c. Could your office please provide a directory of all the specific subspecialties with geographical clinic address locations, including the phone numbers that will be forwarded to the answering service? UNMH Directory 272- Allergy Clinic (5ACC) Medical Specialties Clinic 3840 272- Allergy & Immunology Division (5ACC) 4751 272- Anesthesia Department (Surge Bldg. 10) 2610 272- Asthma Clinic (5ACC) Medical Specialties Clinic 3840 272- Audiology Department (5th Floor) 3535 272- Breast Clinic - Women's Health (4 ACC) 2245 272- Burn Clinic (2ACC) - Surgical Specialties Clinic 2336 272- Burn, Wound & Ostomy Services 9098 272- Cardiology Clinic (1101-4 Medical Arts Ave) 2273 925- Center for Digestive Disease Clinic (1001 Martin Luther King Ave.) 6000 272- Center for Health Promotion & Disease Prevention (Surge Bldg) 4462 925- Center for Life (4700 Jefferson NE , Suite 100) 7464 272- Chronic Pain Clinic (CTH) 2733 Clinics 272- Medicine Specialities Clinic B (5 ACC) 3840 Allergy, Asthma, Cardiology, Endocrinology, Gastroenterology, Pulmonary, Nephrology, Rheumatology 272- Coumadin Clinic (2 Middle) 6202 272- Dermatology Clinic (1021 Medical Arts Ave) 6222 243- Dialysis Center (DCI Clinic-1511 Central) 1906 925- Digestive Disease Clinic (1001 Martin Luther King Ave.) 6000 272- ENT Clinic (2 ACC) 2336 272- Endocrinology Clinic (5 ACC) 3840 272- Eye Clinic (1 ACC) 2553 925- Gastroenterology Clinic 6000 272- General Medicine Clinic (5 ACC) 3830 272- General Surgery Clinic (1 Middle) 3771 272- Geriatric Clinic 1734 272- Gynocology Clinic (4 ACC) 2245 272- HIV Clinic - Truman Clinic 1312 272- Heart Failure Clinic 1754 272- Hematology/Oncology Clinic 4946 272- I.D. Clinic - Truman 1312 272- Infectious Disease Clinic ( 5 ACC) 3840 272- Kidney Transplant Clinic 3100 272- Nephrology Clinic (5 ACC Medical Specialties Clinic) 3840 272- Neurology Clinic (Clinical Neuroscience Center-1 Middle) 3160 272- Neurosurgery Clinic (Clinical Neuroscience Center - 1 Middle) 9494 272- OB Clinic (Call Women's Services, 4 ACC) 2245 272- Ophthalmology Clinic (1 ACC & 1600 University) 2553 272- Orthopedics Clinic/Services 2231 925- Pain Clinic (OSIS - 1213 University) 7680 272- Podiatry Clinic 2231 272- Pulmonary Clinic (5 ACC) 3840 272- Rheumatology Clinic (5 ACC) 3840 272- Stroke Clinic (1 Middle in Neuroscience Center) 3160 272- Surgical Specialties Clinic (2 ACC) 2336 272- Thoracic Surgery Clinic 2336 272- Transplant Services 3100 272- Trauma Clinic 6441 272- UNM Vein Clinic 8346 272- University Center for Women's Health (4 ACC) 2245 272- University Faculty Clinic 3850 272- Urology Clinic (2 ACC) 2336 272- University Orthopedics (1101-5 Medical Arts) 2231 841- VD Clinic (Venereal Disease, 1111 Stanford NE) 4100 272- Vascular Clinic (2 ACC) 2336 272- Vein Clinic 8346 925- Women's Faculty & Midwife Clinic (801 Encino, Suite E1) 4940 272- Women's Health Care Clinic 2245 272- Wound Care Clinic 2104 3. Phone Service: a. How many phone lines will be answered by &/or forwarded to the answering service? Estimate 50, possibly more. b. Do Patients call a separate phone number for each subspecialty? Possibly, and they hear a recorded message on what to do next; or they may call the switchboard directly. c. During the day, currently do patients call a dedicated number for each subspecialty/facility they are trying to reach? -or do they call a central number that reaches a switchboard and they then get transferred to the appropriate clinic/specialty/facility? Patients call the specific site they are wishing to reach, during daytime business hours. They hear a pre-recorded message after-hours that instructs them on 911, or, if not a medical emergency, how to reach their provider for an urgent matter. If yes - is there any reason why each dedicated specialty/facility number can't be independently call forwarded to a separate Vendor number? We would prefer to publish a single access phone number for our patients to call after-hours. If no - does UNMH expect the vendor to provide switchboard type services to question the caller about what specialty/facility they were trying to reach? Yes d. Currently are there any Front-End Recordings played to the patient during the day or do the calls go directly to the clinic staff, and after hours what occurs? Phones open in clinics at 8 a.m. and shut down for most sites at 5 p.m. A few clinics run extended hours (until 8 pm), and have limited Saturday hours (9a-2p). e. Who is your current Telephone Provider? Century Link for local and long distance. UNM/NEC is our dial provider. f. Approximately how many different on-call personnel require contact after hours by the answering service? Please break down by Physician and other on-call staff such as nurses. See list 2c above. Will be one person per department. g. Hospital Calls - currently during the day &/or after hours, does the hospital receive patient calls for the subspecialties or other facilities, and how does the hospital handle these calls? During daytime hours, patients calls go directly to the facility/clinic/service they are trying to reach, or patients are transferred by the switchboard operator. After hours, calls are handled through an answering service (limited to only a few clinical units) or through the hospital switchboard (majority). Depending on what is needed, the operator may give information, transfer a call to voice mail, or contact the on-call resident for the appropriate service. 4. Appointment Setting: a. Do all subspecialties utilize the same appointment setting system? No If yes - please provide the name of the application, how call center agents would access it (web based or VPN based), and what type of security credentials are necessary to access it (a separate logon/password for each agent, or one Vendor logon used by all agents)? If no - what systems are used and can these be remotely accessed? The majority of sites schedule in 1 system. 1 site (cancer center) schedules in a different system. b. For After Hours calls - what is the current procedure with appointment setting ? If arrangements are made by the resident on-call to overbook an appointment, these arrangements are communicated via the patient's Electronic Medical Record to the appropriate clinic for handling the next day. c. Are the same appointment setting methods used by all clinics /subspecialties? No. Is there information regarding each subspecialty what rules they have in place for length of appointment times, for new patients, existing patients, reason for appointment, etc. Yes, guidelines are available for each subspecialty. 5. Schedules: a. Does UNMH have a centralized computerized on-call scheduling system, for your on-call personnel? Yes 1. If yes - please provide the name of the application, how call center agents would access it (web based or VPN based), and what type of security credentials are necessary to access it (a separate logon/password for each agent, or one Vendor logon used by all agents)? Amion. The vendor that is awarded the contract will have to complete an IT Security Plan to gain access. 2. If no - how are your after hours on-call schedules done now? n/a 3. If no - how will the after hours on-call schedules be provided to the answering service? n/a b. Do the same on-call personnel work at more than one specialty/facility? Yes, most of our residents rotate services. c. Under what occasions would a specialty have more than one provider on-call at the same time? See above, 5b. d. How far in advance are on-call schedules created? Call schedules are entered into Amion for a given month toward the end of the prior month, but this may vary by department/clinical unit. Each service is responsible for maintaining their own on-call schedule in AMION. 6. Questions from the RFP: a. Referencing #9 and #10 in your questions were these questions developed from a separate ‘Physician Services’ type RFP? Could you please clarify this pricing model? Previously answered. b. Referencing #15 in your questions, and Appendix A - the title references ‘Ambulatory Interpretive Services’ - are these patient count totals for a single specialty department (ie: Ambulatory Services), or for ‘all of the UNMH departments & clinics combined’ ? These are individual registered patient counts, by language preference, for one month of services for all of UNMH outpatient departments and clinics, combined. We are interested in knowing how your organization will handle calls in languages other than English. Appendix A is meant to be representative of the UNM Hospitals general patient population in terms of language preference. Limited English Proficient patients make up approximately 16%-17% of our patient population, with the breakdown of languages spoken represented in Appendix A. 7. General Questions: a. Pre-Proposal Conference - MAP finds with the expanded services that will be required of this contract that a pre-proposal conference would be very productive and beneficial to all parties involved. Will there be a pre-proposal conference or meeting (teleconference or other) ? If none is planned, may we recommend that one be considered? At this time, a pre-proposal conference is not planned, but will be considered after the Question Period has closed. b. Do you have a ‘start-up-services & implementation-time-table plan’ developed for this project ? If yes please provide a copy. Not available at this time. c. Would a "UNMH point of contact" be assigned for this contract, or would the vendor be dealing with each of the 92 subspecialties individually? Not known at this time; please state your past experience or preference. d. What will be the anticipated ‘start-date’ of the new contract? Actual date is undetermined at this time, but start date will not occur prior to July 1, 2012. e. Will the compilation of all Questions & Answers, submitted from the various interested contractors, and those presented during any site visit &/or pre-proposal conference, be posted as a solicitation addendum? Questions & answers will be posted as an addendum. f. Will additional questions be accepted if clarifications are then required of any Q&A? Yes g. For productive Green Efficiency - ( in lieu of Hardcopy submittal ) Please confirm if your office will accept an ‘email’ submittal to email@example.com of the requested RFP/RFQ information. Due to the complexity of evaluation and number of staff that will score the proposals we require 8. Referencing Section VII, General: last sentence - “The proposal award will be to multiple suppliers with a percent of using on a quarterly basis.” Is UNMH in fact going to be awarding this contract to ‘multiple suppliers’, or was this last sentence a misprint? It is possible that UNMH may award to multiple suppliers. The rest of the sentence, “with a percent of using on a quarterly basis,” is a misprint. 9. As we progress on our proposal information to your offices, we are checking in today on when the Q&A addendum might be issued? Addendum issued 1/23/12. 10. Could you please let us know if a pre-proposal conference has been further considered at this point? We are not interested in a pre-proposal conference at this time. 11. Bid Due Date Extension: Due to the short timeline until the 25th, and the extensive information applicable to the forthcoming Q&A and addendum - to properly allow this important information to be reviewed, and changes/updates to be appropriately incorporated into our proposal packages to your office, may we productively suggest/request an applicable bid due date extension for the benefit of this RFP process? (note: if an extension has already been allotted, Thank You, and if so could you please let us know what the extended date is) Proposal submission date extended to February 01, 2012 per Addendum #1 12. Our first question concerns call volume. Can you provide us weekly, monthly or annual call volume numbers for the after-hours program? If so, can you break down those call volume numbers by time of night. That is, have you broken down inbound calls between the hours of, say, 5 and 11 pm, midnight and 6 am, and so forth? Also, do you have weekend call volume numbers? If your total annual call volume is, hypothetically, 20,000 calls, how many occur on weekdays and how many on weekends? UNMH does not have hard numbers due to the multiple avenues calls take after-hours today. We are attempting to consolidate those calls to a single number with a unified response based upon guidelines. We are projecting perhaps 30,000 calls per year to occur between 5pm and 7 am weekdays & 24/7 on weekends/holidays; I do not know what % of calls occur on weekend’s vs. evening/nighttime during the week. 13. With regard to Section VI, Question No. 9 concerning our pricing model, can your clarify your intent here? UNM Hospitals is a facility with a multi-part mission. Each of our faculty providers are required to split their time between clinical practice, research, and teaching. We are not your typical full-time private practice physician's office. Because of this, we have many faculty who are only .1 or .2 clinical time; therefore the number of patients assigned or seen per faculty member is lower than you might see for a provider in a physician's office working 35 - 40 hours per week clinical time. We have seen pricing models based upon # of physicians served. This would be problematic for us. Will you scale your pricing to account for actual provider clinical FTE or # of clinical services instead of a flat # of providers served? 14. Regarding question Section VI, Question No. 16 about scheduling appointments, can you elaborate on your scheduling platform? Is it universal across all providers, or specific to each individual doctor, clinic or group? Are you planning to standardize the calendar platform when you partner with an outsourced call center? UNMH uses Cerner Scheduling for our outpatient clinical practice (vast majority of appointments are scheduled in this system.) Our UNM Cancer Center uses the MOSAIQ system. The scheduling guidelines are specific to each practice/subspecialty. We want to know if you ever made appointments for a caller after-hours by booking an appointment for a client into that client's scheduling system. If so, what does your model look like and what is required on the vendor's end, and from your client, to make that work well? 15. How would the billing process be set up? Would there be one invoice for all of UNMH and then each cost center would be charged from that or would each individual clinic/cost center be given their own invoice? To give an appropriate price estimate, this information would be necessary. A single invoice with each department as its own line item. 16. How many practicing physicians are within the UNMH & UNM Health Sciences umbrella? Approximately 1200. What would be the maximum number of physicians on call at any given time? 150 - 200 if you include both 1st and 2nd call. What would be the minimum number of on call physicians/providers on call at any given time? Approximately 75-100 (1st call only.) 17. How many separate offices are within the UNMH & UNM Health Sciences umbrella? We understand that there are 92 subspecialties, but how many distinct groups are there? For example, for purposes of our account set up and message customization only one (1) account would be needed for Nephrology, even though we acknowledge within Nephrology could be: Pediatric Nephrology Dialysis - In/Outpatient Adult Nephrology Etc. Again, to give the most accurate pricing estimate, this type of information is necessary. Please base your answer on 40 distinct groups. 18. Is the appointment setting software currently used within the UNMH system web-based? Yes. What software is used and is it maintained internally or externally? AMION is the software used and it is maintained both internally and externally. The internal and external back up sites are synchronized. 19. Would the AMION system remain in place with the addition of an answering service or would it be absorbed? It would remain. a. If it is to remain in place, would the Vendor chosen have the ability to access the AMION system to keep transition as smooth as possible? Yes. A Business Associate Agreement and IT Security Plan would need to be agreed to by the chosen vendor. b. If it were to be absorbed, how would the UNMH system provide paging instructions to the answering service and how would they work with the answering service to make the transition as smooth as possible for all physicians, administrators, call service operators, etc.? N/A 20. What is the average monthly call volume for: a. Outpatient services? b. Hospital services? c. Other Our best estimate is 30,000 calls per annum. We do not actually have the breakdown. 21. Will you please provide additional information to clarify instructions on the following numbered line items: Pg. 19, #4 What is your ratio of staff to calls and current staff model for weekends and holidays? Weekend - 6 operators per day with average of 900 calls per day. Holidays – 6 operators with an average of 850 calls per day. Pg. 19, #6 What data systems software and hardware equipment is being used? NEC Phone System (ACD system); no data systems currently in use. Future could include Cerner messaging, Cerner Scheduling, or both. Pg. 19, #11 (distinction between d.i, d.ii, d.iii) The UNMH phone systems provides customer service data on phone performance. Part of that data focuses on abandoned calls. We would like to know your current performance with regards to call abandonment. A ringing line = caller abandoned the call while it was ringing at the agent's desk; in queue = caller abandoned the call while holding in a call queue waiting for an available agent. Prior to submission to the queue = caller abandoned the call during the greeting/announcement phase prior to entering a call queue. 1. Call Metrics. When Providing Phone Metrics, please split the information into weekday evening shift, nighttime shift, and weekend day shift, evening shift, and nighttime shift. Please provide your most recent completed month of service: Average abandonment rate for: i. A ringing line ii. Caller hung up while in queue iii. Prior to submission to the queue Pg. 20, #18 Submit a typical sample report used at your answering service. (We use many different types of reports to analyze calls, messages and operator performance. Specifically, what type of report would UNMH be most interested in viewing?) A sample report would be one that you use to manage performance within your call center. Typically, this report would include a summary of # inbound calls, average speed to answer,average # agents on calls, average talk time per call, longest waiting call answered, abandoned rate, grade of service, # outbound calls. Pg. 20, #19 Describe your management and governance structure. (Is this referring to the hierarchical positions within the company? Operators, supervisors, etc.?) Yes, from board of directors on down. Pg. 20, #20 Explain what the background experience of the clinic services representative that would work with our organization. (Please clarify the exact nature of this question) What are your minimum experience requirements for your phone agents? 22. What is the fiscal year for UNM Hospitals? What is the appropriation cycle? Is short-term funding available sufficient to meet the demands of the contract until fiscal year funding is in place? July 1 - June 30 is our fiscal year cycle. Operational budgets for the coming Fiscal Year are typically finalized in the late March-early April time-frame. 23. Who is the phone service provider for UNMH? Is it an internal service or an outside phone vendor? Century Link for local and long distance. UNM/NEC is our dial provider. The Hospital and HSC is on a IPX UMG2400 platform with a R27 software telephone switch which is owned and maintainedby UNM. 24. What, if any documentation or supplemental information is required for subcontractors (licensure, length of business relationship, etc)? All required documents are listed in the RFP. 25. What are the prompt payment rules followed by UNM and UNM Hospitals? UNMH payment terms are Net 30 days. Invoices are paid within that timeframe. 26. Would you like a concise Executive Summary at the outset of our RFP response, summarizing OnBrand24 Healthcare's approach and vision for providing outsourced hospital call center services to UNMH? It's fine with us if you'd like to include it. 27. Also, can you tell me the average length of the calls received by the UNMH Patient Access Call Center? Calls coming inbound through our main phone number: approx 1 min; call length for the call center averages 2.02 mins inbound and 1.54 mins outbound. ALL OTHER TERMS AND CONDITIONS WILL REMAIN THE SAME. (End of Addendum) This addendum becomes a part of the contract Documents and modifies, as noted above, the original Request for Proposal documents identified. All other provisions of the contract document shall remain unchanged. This addendum is hereby made a part of the Contract Documents to the same extent as those provision contained in the original documents and all itemized listing thereof. Acknowledge receipt of this Addendum in the space provided on the RFP Form. Failure to do so may cause your proposal to be considered non-responsive and your response rejected.