COMPLETED BOARD ORDER"�|E���34
Before the Board of Supervisors in and for the
County of Monterey, State of California
Agreement No. A-10081
Authorize the Purchasing Manager for Natividad
Medical Center NMC) to execute Amendment No.
5 to the Agreement with Professional Research
Consultants Inc. for Patient Satisfaction Survey
Services at NMC in an amount not to exceed
$258,937.50 in the aggregate and $35,000 for the
period July 1, 2011 to June 30, 2012
Upon motion of Supervisor Salinas, seconded by Supervisor Armenta, and carried by those
members present, the Board hereby;
Authorized the Purchasing Manager for Natividad Medical Center NMC) to
execute Amendment No. 5 to the Agreement A-10081 with Professional Research
Consultants Inc. for Patient Satisfaction Survey Services at NMC in an amount
not to exceed $258,937.50 in the aggregate and $35,000 for the period July 1,
2011 to June 30, 2012.
PASSED AND ADOPTED on this 14"' day of June, 2011, by the following vote, to wit:
AYES: Supervisors Armenta, Calcagno, Salinas, Parker, and Potter
NOES: None
ABSENT: None
1, Gail T. Borkowski, Clerk of the Board of Supervisors of the County of Monterey, State of California, hereby
certify that the foregoing is a true copy of an original order of said Board of Supervisors duly made and entered in the
minutes thereof of Minute Book 75 for the meeting on June 14, 2011.
Dated: June 17, 2011 Gail T. Borkowski, Clerk of the Board of Supervisors
County of Monterey, State of California
Deputy
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COMPLETED BOARD ORDER"�|E���Original Agreement No or PO#. A-10081)
RENEWAL AMENDMENT NO. 5
FOR PROFESSIONAL SERVICE AGREEMENT
BETWEEN Professional Research Consultants Inc. AND
THE NATIVIDAD MEDICAL CENTER
FOR
Patient Satisfaction Survey Services
The parties to Professional Service Agreement, dated July 1, 2005 between the County of Monterey, on behalf of
Natividad Medical Center NMC"), and Professional Research Consultants Inc. Contractor), hereby agree to
renew their Agreement No. A-10081) on the following terms and conditions:
1. Contractor will continue to provide NMC with the same scope of service as stated in the original Agreement
No. A-10081). Additionally, services will include those described on Attachment A attached to this
Amendment #5.
2. This Amendment shall become effective on July 1, 2011 and shall continue in full force until June 30, 2012.
3. The total amount payable by County to Contractor under Agreement No. A-10081) shall not exceed the
total sum of $258,937.50 for the full term of the Agreement and $35,000 for fiscal year 2011-2012.
4. All other terms and conditions of the Agreement shall continue in full force and effect.
5. A copy of this Amendment shall be attached to the original Agreement No. A-10081).
IN WITNESS WHEREOF, the parties hereto are in agreement with this Amendment and Professional
Service Agreement on the basis set forth in this document and have executed this amendment on the day and year
set forth herein.
CONTRACTO
Signature I
Printed Na
Signature 2
Printed Name
Dated A-nrj j q 0
Title 4"Ci
Dated
Title
INSTRUCTIONS: *INSTRUCTIONS: If CONTRACTOR is a corporation, including limited liability and non-profit corporations, the full legal name of the
corporation shall be set forth above together with the signatures of two specified officers. If CONTRACTOR is a partnership, the name of
the partnership shall be set forth above together with the signature of a partner who has authority to execute this Agreement on behalf of
the partnership. IfCONTRACTOR is contracting in and individual capacity, the individual shall set forth the name of the business, if any
and shall personally sign the Agreement.
NATIVIDAD MEDICAL CENTER
Signature
Pura ing Manager
Signature
NMC CEO
Approved as to Legal Form:
Charles J. McKee, County Counsel
By
Stacy Saetta, Deputy
Attorneys for County and NMC
Dated
Dated
Tate& i r j~ 2011
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COMPLETED BOARD ORDER"�|E���IIIY 9A60A Patient Loyalty Study
This Patient Loyalty Study Agreement including The PRC HCAHPS + Loyalty Survey�
including CHART Questions Agreement") is entered into this May 2, 2011 by and between
Professional Research Consultants, Inc. PRC') and Natividad Medical Center.
Whereas Natividad Medical Center desires to retain, and PRC agrees to provide certain
professional services in accordance with this Agreement;
Now therefore, the parties for good and valuable consideration, the receipt of which are
hereby acknowledged, and intending to be legally bound hereby, agree as follows:
1. The scope of services includes 600 telephone interviews with recent inpatients and
200 telephone interviews with recent laboratory/radiology outpatients of Natividad
Medical Center using The PRC HCAHPS + Loyalty Survey� including CHART
Questions, and up to 200 telephone interviews with recent surgery outpatients,
200 telephone interviews with recent ER patients and 100 telephone interviews
with recent rehabilitation inpatients of Natividad Medical Center during the period
July 1, 2010 through June 30, 2012.
2. According to the standards outlined by CMS in their CAHPS� Hospital Survey Quality
Assurance Guidelines, PRC is required to make a minimum of five 5) attempts to
contact each patient record for Natividad Medical Center that is selected for
sampling for CMS submission in order to meet HCAHPS requirements for The PRC
HCAHPS + Loyalty Survey� including CHART Questions. As a result, PRC may
complete a few more than the allotted number of telephone interviews over a four-
quarter period. Due to the licensing agreement allowing PRC to administer the
CHART-specific questions, we cannot complete more than 975 surveys annually
using the CHART-specific questions.
3. The cost associated with this project is $27,500, based upon a rate of $17.50 per
telephone interview plus an administrative fee of $2,000 for The PRC HCAHPS +
Loyalty Survey� including CHART Questions with inpatients and
laboratory/radiology outpatients and $15 per telephone interviews plus an
analysis/reporting fee of $4,000 for the surgery outpatient, ER patient and
rehabilitation inpatient interviews. If requested by Natividad Medical Center, PRC
will conduct additional interviews at the corresponding rate per telephone
interviews.
4. This cost includes the 27 question HCAHPS survey plus the additional 4-6 CHART
questions, customized survey instruments for the Patient Loyalty Study, all
interviewing, long distance telephone costs, quarterly reporting, all analyses,
training on the use of PRCEasyView�.com, access to real-time telephone survey
data through PRCEasyView�.com, and data submission to CMS through Quality Net
Exchange, and data submission to CHART through Westat. If an on-site visit is
requested or required by Natividad Medical Center, travel expenses will be billed
separately.
5. Invoices for the completed work will be sent quarterly. Payment is due 30 days
upon receipt of invoices to the Auditor Controller's office.
4. PRC will perform its services in a professional manner, consistent with the
standards of the industry, but makes no guarantee that the marketing research
2007010022sca1112
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COMPLETED BOARD ORDER"�|E���atient Loyalty Study
findings or recommendations, or the use thereof, will produce specific outcomes or
desired results. Nonetheless, if written notice of a material defect in performance
is received and confirmed by PRC, PRC reserves the right to correct the defect by
promptly commencing, and within reasonable time recompleting the affected
telephone interviews and/or analysis.
5. PRC shall make available to duly authorized federal officials to the extent required
by Section 1861 v)(1) of the Social Security Act, this contract and such of its books,
documents, and other records as are adjudicated to be necessary to certify the
nature and extent of the charges paid by Natividad Medical Center hereunder.
6. PRC represents to Natividad Medical Center that a) neither PRC nor any of its
affiliates are excluded from participation under any federal health care program, as
defined under 42 U.S.C. 1320a-7b(f), for the provision of items or services for which
payment may be made under a federal health care program; b) PRC has not
arranged or contracted by employment or otherwise) with any employee,
contractor or agent that PRC or its affiliates know or should know are excluded
from participation in any federal or state health care program; and c) no final
adverse action, as such term is defined under 42 U.S.C. 1320a-7e(g), has occurred
or is pending or threatened against PRC or its affiliates or to their knowledge
against any employee, contractor or agent engaged to provide items or services
under this Agreement.
7. PRC shall provide Natividad Medical Center access to Voices when available and
training on Voices as requested by Natividad Medical Center. Recordings made
using Voices include questions which are approved by Natividad Medical Center
and which may be modified or changed by Natividad Medical Center from time to
time.
8. Natividad Medical Center expressly acknowledges that PRC has explained, and that
Natividad Medical Center understands the capabilities of Voices. Specifically, PRC
has explained, and Natividad Medical Center understands that Voices may include
but is not limited to the following capabilities:
a. Voices allows Natividad Medical Center to listen to audio recordings of
certain patient comments.
b. Audio recordings of the answers provided by patients will be available to
Natividad Medical Center online within PRCEasyView.com.
c. Voices offers Natividad Medical Center the ability to view a patient's
demographic data while listening to an audio recording of patient comments.
d. Voices offers Natividad Medical Center the ability to download Voices
audio files onto a computer.
e. Voices offers Natividad Medical Center the ability to create an email
which includes a link to a Voices audio recording.
9. Natividad Medical Center expressly acknowledges that data, including data
available through Voices, collected by PRC and provided to Natividad Medical
Center pursuant to this Agreement may implicate federal or state privacy laws,
2007010022sca1112
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COMPLETED BOARD ORDER"�|E���MC,t~il~i 7~ Patient Loyalty Study
including but not limited to the Health Insurance Portability and Accountability Act
of 1996 HIPAA), the Health Information Technology for Economic and Clinical
Health Act, as incorporated in the American Recovery and Reinvestment Act of
2009 HITECH); and state right to privacy and communications acts.
10. Natividad Medical Center agrees to use the Voices data only in accordance with all
applicable laws and standards of care, and further agrees to indemnify PRC from
and against any claim or cause of action arising out of Natividad Medical Center's
use of the Voices data whether such claim or cause of action is based in contract,
tort, other common law, or on violation of HIPAA, HITECH, or any other federal,
state, or local law or regulation, as applicable.
11. Except for Section 10 above which is not governed or limited by this Section 11;
notwithstanding anything to the contrary contained in the Agreement, each party
agrees that the other party's cumulative liability hereunder arising out of contract,
tort including without limitation, negligence), strict liability, or warranty shall in no
event exceed the amount paid by Natividad Medical Center for services hereunder.
12. The warranties stated within this Agreement are exclusive with respect to the
services, and in lieu of all other warranties, express or implied, including, but not
limited to, the implied warranties of merchantability and fitness for a particular
purpose. Notwithstanding anything to the contrary contained in the Agreement,
regardless of whether a remedy or warranty if any) provided in this Agreement
fails its essential purpose, neither party shall have liability for loss of profits, loss of
data, loss of goodwill, loss of business opportunities, or consequential, exemplary,
indirect, special or incidental damages of the other party arising out of or related to
this Agreement or the transactions contemplated herein.
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COMPLETED BOARD ORDER"�|E���Get f/`At- A Provider Perception Survey
This The PRC Provider Perception Survey Agreement Agreement") is entered into this
May 2, 2011 by and between Professional Research Consultants, Inc. PRC') and Natividad
Medical Center.
Whereas Natividad Medical Center desires to retain, and PRC agrees to provide certain
professional services in accordance with this Agreement;
Now therefore, the parties for good and valuable consideration, the receipt of which are
hereby acknowledged, and intending to be legally bound hereby, agree as follows:
1. The scope of services includes 200 telephone interviews annually with recent
patients for each provider at Natividad Medical Center effective with patients seen
as of July 1, 2011. PRC will conduct surveys with providers at 3 locations for a total
of 600 telephone interviews.
2. The cost associated with this project is $7,500, based upon a rate of $12.50 per
survey. This cost includes the standard AHRQ CG-CAHPS CAHPS Clinician & Group
Survey) 37 question survey instrument, all interviewing, long distance telephone
costs, all analyses, training on the use of PRCEasyViewR.com, access to real-time
telephone survey data through PRCEasyView�.com. If an on-site visit is requested
or required by Natividad Medical Center, travel expenses will be billed separately.
3. Invoices for the completed work will be sent quarterly. Payment is due upon receipt
of invoices. A 1.5% finance charge will be added each 30 days.
4. PRC will perform its services in a professional manner, consistent with the
standards of the industry, but makes no guarantee that the marketing research
findings or recommendations, or the use thereof, will produce specific outcomes or
desired results. Nonetheless, if written notice of a material defect in performance
is received and confirmed by PRC, PRC reserves the right to correct the defect by
promptly commencing, and within reasonable time recompleting the affected
telephone interviews and/or analysis.
5. PRC shall make available to duly authorized federal officials to the extent required
by Section 1861 v)(1) of the Social Security Act, this contract and such of its books,
documents, and other records as are adjudicated to be necessary to certify the
nature and extent of the charges paid by Natividad Medical Center hereunder.
6. PRC represents to Natividad Medical Center that a) neither PRC nor any of its
affiliates are excluded from participation under any federal health care program, as
defined under 42 U.S.C. 1320a-7b(f), for the provision of items or services for which
payment may be made under a federal health care program; b) PRC has not
arranged or contracted by employment or otherwise) with any employee,
contractor or agent that PRC or its affiliates know or should know are excluded
from participation in any federal or state health care program; and c) no final
adverse action, as such term is defined under 42 U.S.C. 1320a-7e(g), has occurred
or is pending or threatened against PRC or its affiliates or to their knowledge
against any employee, contractor or agent engaged to provide items or services
under this Agreement.
2011064426sca
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COMPLETED BOARD ORDER"�|E���A~7~O,V-r-A Provider Perception Survey
7. The warranties stated within this Agreement are exclusive with respect to the
services, and in lieu of all other warranties, express or implied, including, but not
limited to, the implied warranties of merchantability and fitness for a particular
purpose. Notwithstanding anything to the contrary contained in the Agreement,
regardless of whether a remedy or warranty if any) provided in this Agreement
fails its essential purpose, neither party shall have liability for loss of profits, loss of
data, loss of goodwill, loss of business opportunities, or consequential, exemplary,
indirect, special or incidental damages of the other party arising out of or related to
this Agreement or the transactions contemplated herein.
2011064426sca
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SIGNED BOARD REPORT"�|E���MONTEREY COUNTY BOARD OF SUPERVISORS
MEETING: June 14, 2011
AGENDA NO.:
SUBJECT: Authorize the Purchasing Manager for Natividad Medical Center NMC)
to execute Amendment #5 to the Agreement #A-10081) with
Professional Research Consultants Inc. for Patient Satisfaction Survey
Services at NMC in an amount not to exceed $258,937.50 in the
aggregate and $35,000 for the period July 1, 2011 to June 30, 2012.
DEPARTMENT: Natividad Medical Center
RECOMMENDATION:
It is recommended that the Board of Supervisors authorize the Purchasing Manager for Natividad
Medical Center NMC) to execute Amendment #5 to the Agreement #A-10081) with Professional
Research Consultants Inc. for Patient Satisfaction Survey Services at NMC in an amount not to
exceed $258,937.50 in the aggregate and $35,000 for the period July 1, 2011 to June 30, 2012.
SUMMARY/DISCUSSION:
Measuring patient satisfaction is essential for any healthcare organization interested in increasing
excellence, creating patient loyalty and building market position. It is also a requirement for Joint
Commission Accreditation and part of the federal government's Value-Based Purchasing Program
which links Medicare reimbursement to performance.
PRC Professional Research Consultants) has been assisting NMC measure patient satisfaction for
five years. PRC uses a telephone methodology to conduct the Loyalty Plus survey and the HCAHPS
Hospital Consumer Assessment of Healthcare Providers and Systems Value-Based Purchasing)
survey. PRC provides NMC with survey results and offers educational and networking opportunities
designed to help organizations improve patient satisfaction scores. NMC has been pleased with the
services provided by PRC.
OTHER AGENCY INVOLVEMENT:
The Amendment has been reviewed and approved by County Counsel, the Auditor/Controller's
office and the Natividad Medical Center Board of Trustees.
FINANCING:
The cost for this Amendment is $35,000 and is included in the 2011/2012 Fiscal Year
Recommended Budget. This action will not require any additional General Fund subsidy.
11
repared by:
Jane Finney, Quality/Compliance Administrator
755-4095
May 13, 2011
Harry Weis
Chief Executive Officer
Attachments: Amendments #1, 2, 3, 4, 5, Original Agreement, Board Order
Attachments on file with the Clerk of the Board
BIB]
40723-U01
SIGNED-U02
BOARD-U02
REPORT-U02
LI21329-U03
FO96183-U03
FO96184-U03
FO99828-U03
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