Notice of Sources Sought
The purpose of this Sources Sought Announcement is for market research to make appropriate acquisition decisions and to gain knowledge of potential qualified Service-Disabled Veteran Owned Small Businesses (SDVOSB), Veteran Owned Small Businesses (VOSB), Women Owned Small Businesses (WOSB) and Small Businesses interested and capable of providing the services requested, as well as any large businesses. The results from this source sought notice will be used to determine the appropriate set-aside.
The intended contract is a firm-fixed price service contract.
The SBA Non-Manufacturer Rule is not applicable as the intended contract is for services.
The Department of Veterans Affairs, NCO20 is looking for a vendor similarly situated as Press Gamey or authorized service providers of Press Gamey to provide patient and nurse satisfaction data as well as nursing sensitive indicators as required by the ANCC. The services must be in accordance with the Statement of Work.
Statement of Work:
VA Portland Health Care System (VAPORHCS) Measurement and Comprehensive Analysis Survey of Patient Care and Nursing Satisfaction
GENERAL INFORMATION
A: Introduction
VAPORHCS is a designated Magnet® facility by the American Nurses Credentialing Center (ANCC) and periodically seeks re-designation. The ANCC requires that patient and nurse satisfaction data as well as nursing sensitive indicators to be reported at the unit level to be benchmarked to a national source.
The requirement is for a contract that would provide a comprehensive survey, measurement, analysis, and reporting of patient satisfaction for VAPORHCS. The primary service location being Portland VA Medical Center (PVAMC) with the Vancouver VA campus being a secondary location with 10 Community Based Outpatient Clinics (CBOC). Further reference to PVAMC throughout this document will be inclusive of all VAPORHCS sites of care. The vendor must have their own (vendor-owned) nationwide client database, which is geographically diverse, and inclusive of the following medical facility types; community-based hospitals, academic medical centers, Magnet®-designated institutions and at least ten VA medical centers. This required range is necessary to provide benchmark analysis at the facility level, allowing for internal and external comparisons. The vendor must provide patient satisfaction survey data collection for the following units:
Inpatient medical/surgical/intensive care
Ambulatory surgery
Behavioral health
Emergency department
Outpatient
The vendor must also provide nurse satisfaction survey services for all areas nursing is practiced within the PVAMC facility. The requirement is for multiple survey tools and associated reporting database that enables collection and analysis of unit level nurse satisfaction data and enables benchmarking of data to a comprehensive database of leading health care institutions. The survey tools must be evidence- based and allow for the inclusion of customized questions.
In addition, the vendor must also be able to provide PVAMC access to National Database of Nursing Quality Indicators (NDNQI). NDNQI is a proprietary database of the American Nurses Association and is a further requirement for continuing PVAMCs Magnet designation. The database collects and evaluates unit-specific nurse-sensitive data from hospitals in the United States.
B: Background
A comprehensive nursing sensitive indicator, patient and nursing satisfaction measurement service is necessary to advance the commitment of VAPORHCS to optimize the patient care experience for their PVAMC Veteran population. Establishment of a contract that enables PVAMC employees to access relevant data and evidence-based solutions to improve performance. These activities are critical to advancing patient satisfaction and improving health care delivery to the PVAMC Veteran population.
Rationale/explanation to support sole source vendor selection:
It is necessary to maintain patient and nursing satisfaction components as part of PVAMC s Magnet designation. It is essential to have consistent reporting services for the Magnet credentialling process. ANCC requires all Magnet designated organizations to continuously adhere to eligibility requirements and policies of the ANCC Magnet Recognition Program. These eligibility requirements include the condition that the external vendor used for patient and nurse satisfaction surveys as well as nursing sensitive indicators must work in collaboration with the Magnet Recognition Program on alignment of patient experience questions to meet the criteria for the various Magnet categories.
An additional requirement for Magnet status is participation in the National Database of Nursing Quality Indicators (NDNQI), the vendor must already be approved by ANCC as an NDNQI provider.
PVAMC benefits from having an integrated analytics dashboard combining elements from the multimodal set of services. An integrated analytics dashboard is an executive level report combining experience, operational, and outcome data that can be used to identify key strengths, opportunities, and areas of risk within VAPORHCS. There is an additional annual open market fee requirement for the inclusion of NDNQI services.
C: Scope
The overall purpose is to award a contract with a health care consulting service that specializes in the creation, administration, and analysis of patient and nurse satisfaction surveys to include NDNQI. The primary objective of this contract is to track and improve patient outcomes and nurse satisfaction at PVAMC by providing employees and leadership with real-time data on patient perceptions of their care experience, nurse perceptions of working conditions and reporting on nursing sensitive indicators. This will enable employees evidence-based performance improvement opportunities to improve delivery of services to Veterans. The survey results will be used to gain insight into the opinions of Veterans who utilize PVAMC services for their medical care and nurses experiences for PVAMC nurses.
Veterans who receive health care at a PVAMC within the time frame of this contract may be included in this surveying process. The VAPORHCS leadership team will maintain sole discretion regarding sample size and the Veterans that are identified to receive the survey.
The contract will consist of the following activities:
Provision of evidence-based survey instruments that enable measurement of patient and nurse satisfaction
Distribution of surveys electronically and via mail to patients specified by PVAMC within 72 hours of receipt of patient file from PVAMC Contracting Officer s Representative (COR) and other Point of Contacts (POC) as specified in writing. Notify COR or alternate POC of all wrong addresses.
Analysis of returned patient surveys and transcription of patient data into a centralized system accessible to PVAMC users within 48-hours of receipt of data.
Provide a presentation of analyzed patient and nurse satisfaction data on a centralized online portal that provides PVAMC users with real-time access to reported data.
Provision of online tools that enable users to create on-demand customized patient and nurse satisfaction reports and ability for users to produce reports for specified units and/or date ranges.
Provision of formal quarterly reports on patient satisfaction and nursing sensitive indicators broken down by each participating unit
Benchmarking of patient satisfaction data to leading health care institutions and identification of evidence-based, actionable solutions which PVAMC may implement to improve patient and nursing satisfaction
Provision of transcribed reports of the patients written comments section on the surveys which shall also be accessible on the online database
Provision of quarterly utilization reports and analyses that document PVAMC employee utilization of the patient and nurse satisfaction databases
Provision of raw patient and nurse satisfaction data as requested by PVAMC
Provision of online and onsite training for survey instruments and online portal(s) for PVAMC users as requested
Execution of all startup activities that conform to the needs of PVAMC
Implementation of patient satisfaction surveying activities no more than 10 business days following award of contract
Presentation at special PVAMC leadership meetings as requested
Monitoring of data transmissions to ensure compliance with all applicable VA and other regulations regarding information security
D. Period of Performance:
Base Period (4 months)
1 October 2026 through 30 September 2027
Option Year 1
1 October 2027 through 30 September 2028
Option Year 2
1 October 2028 through 30 September 2029
Option Year 3
1 October 2029 through 30 September 2030
Option Year 4
1 October 2030 through 30 September 2031
Part I-Technical Requirements
The contractor will provide all services associated with preparation, distribution, collection of the survey instrument/data, and reporting of collected data in an online database/portal accessible to PVAMC users within 48 hours of receipt of data. The contractor will be expected to use quantitative and qualitative data analysis techniques in accomplishing the tasks and providing quarterly written reports. They will also include site-specific action plans and site-specific recommendations to improve patient satisfaction.
In addition to the patient satisfaction surveys the contractor will also provide nursing engagement survey services annually and upon request will provide pulse surveys with the following parameters:
Number of Nursing Units per Year: (to be determined by service based on need)
Maximum Number of Survey Administrations per Year: One (1)
Results Review per Administration (virtual 1-hour): One (1)
Vendor shall provide valid inpatient surveys for medical/surgical inpatients, inpatient behavioral health and the Community Living Center to include custom questions. Data delivered through the surveys shall permit comparison to Nursing Magnet hospitals, non-VA and VA facilities. The primary goal is to measure and improve satisfaction by having a service that provides timely feedback and identifies the FboNotice cause of dissatisfaction.
The contractor shall send enough surveys to discharged Veterans to receive a statistically significant number of returned surveys for data validity per month for each nursing unit. When PVAMC determines that distributing surveys directly to the patients will lead to better return rates, the facility will request that the vendor deliver surveys to PVAMC instead of the patients and PVAMC staff will distribute the surveys directly to the patients.
Deliverables
Assembly of data collected and providing professional analyses of the data is included in the services. The vendor will provide quarterly reports of patient satisfaction for each above category/unit. The quarterly reports will include comprehensive, detailed assessments of care and an overall VAPORHCS summary report to be accessible online within 10 days of the end of each quarter. The information will include quarterly comprehensive, detailed assessments of our patient s experiences of service at VAPORHCS sites of care, full customization, and specialty comparisons, including detailed findings and a set of data queries available via an online portal.
The contractor will ensure data from all completed surveys is viewable by VAPORHCS users through an online portal within 48 hours of the contractor s receipt of the completed survey. The online portal should enable VAPORHCS users to develop customized reports to evaluate patient satisfaction of services by date of service on a variety of evaluation metrics including patient, site-specific, and operational demographics.
Specific deliverables are as follows
VAPORHCS employee access to an online portal for data analysis of VAPORHCS patient data by defined queries. VAPORHCS will require access to an online portal for a minimum of 100 users.
A survey tool that enables benchmarking of VAPORHCS patient and nurse satisfaction data to leading health care institutions, including non-VA health care centers.
An evidence-based survey tool that provides a valid and reliable measure of patient satisfaction along the following indices:
Front line employee courtesy
Scheduling ease
Timeliness of registration process and wait time
Nursing staff courtesy
Provider courtesy
Quality of facility operations (patient flow, appearances, etc.)
Staff sensitivity to the patient s needs (privacy concerns, convenience of office hours)
Comments section that enables patient-specific feedback
An evidence-based survey tool that provides a valid and reliable measure of nurse satisfaction along the following indices:
Adequacy of staffing and resources
Management and leadership
Foundational quality care
Autonomy
Nurse to nurse interactions
Professional development opportunities
Interprofessional relationships
Access to NDNQI data collection and reporting tools
On-site and/or online based training sessions for VAPORHCS staff working with the vendor s online portal regarding data access and report utilization
On site and/or data interpretation visits by the account executive
Unlimited customer service phone/email support
Electronic downloading of a variety of monthly/quarterly reports
Access to training conferences
Utilization reports that identify VAPORHCS employee use of the online patient and nurse satisfaction database.
Schedule of contract tasks and deliverables
The contractor shall begin surveying no more than 10 business days after notice to proceed is issued after contract award. The contractor will be expected to deliver and/or mail the surveys to patients within 3 business days of receipt of the patient file from PVAMC. The contractor will notify the designated PVAMC representatives via e-mail when quarterly reports are available and when data becomes available online for each VAPORHCS surveying site.
The contractor shall perform all necessary tasks to provide the quarterly reports within 10 days of the end of each quarter. Scanned surveys will be required to be viewable by VAPORHCS staff electronically within 48 hours of receipt of the completed survey.
If nursing engagement pulse surveys are deemed to be necessary PVAMC is required to initiate the survey no later than the end of the 7th month from the beginning of the period of performance.
Method of evaluating deliverables
VAPORHCS appointed staff will evaluate all deliverables and review the resulting data. These reviews will involve scrutiny of the data, viability of the information and utility of the service in helping improve service to our Veterans and nursing staff, as well as the concurrence and/or changes required to proceed with the work as noted in the contractor s submissions.
Vendor must have demonstrated 3 years of prior experience conducting similar multimodal surveys for VA including prior response/participation rates of >40%. There will be regular conference calls/meetings with the Veteran Experience project team to review project deliverables and milestones.
Vendor must be an ANCC accepted NDNQI database vendor for meeting Magnet requirements for providing data at the unit level, measures of central tendency and national benchmark comparison. The ANCC accepted vendor must already be approved for the following areas;
Patient Satisfaction
Nurse Satisfaction
Clinical Indicators (NSIs)
Vendor must be able to provide the necessary data for the required Magnet reporting periods.
RECORDS MANAGEMENT OBLIGATIONS
A. Â Applicability
This clause applies to all Contractors whose employees create, work with, or otherwise handle Federal records, as defined in Section B, regardless of the medium in which the record exists. Â
B. Â Definitions
Federal record as defined in 44 U.S.C. § 3301, includes all recorded information, regardless of form or characteristics, made or received by a Federal agency under Federal law or in connection with the transaction of public business and preserved or appropriate for preservation by that agency or its legitimate successor as evidence of the organization, functions, policies, decisions, procedures, operations, or other activities of the United States Government or because of the informational value of data in them. Â
The term Federal record:
includes VA records.Â
does not include personal materials.
applies to records created, received, or maintained by Contractors pursuant to their VA contract.
may include deliverables and documentation associated with deliverables.
C. Â Requirements
Contractor shall comply with all applicable records management laws and regulations, as well as National Archives and Records Administration (NARA) records policies, including but not limited to the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), NARA regulations at 36 CFR Chapter XII Subchapter B, and those policies associated with the safeguarding of records covered by the Privacy Act of 1974 (5 U.S.C. 552a). These policies include the preservation of all records, regardless of form or characteristics, mode of transmission, or state of completion.Â
In accordance with 36 CFR 1222.32, all data created for Government use and delivered to, or falling under the legal control of, the Government are Federal records subject to the provisions of 44 U.S.C. chapters 21, 29, 31, and 33, the Freedom of Information Act (FOIA) (5 U.S.C. 552), as amended, and the Privacy Act of 1974 (5 U.S.C. 552a), as amended and must be managed and scheduled for disposition only as permitted by statute or regulation.Â
In accordance with 36 CFR 1222.32, Contractor shall maintain all records created for Government use or created in the course of performing the contract and/or delivered to, or under the legal control of the Government and must be managed in accordance with Federal law. Electronic records and associated metadata must be accompanied by sufficient technical documentation to permit understanding and use of the records and data.Â
VA and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Records may not be removed from the legal custody of VA or destroyed except for in accordance with the provisions of the agency records schedules and with the written concurrence of the Head of the Contracting Activity. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. In the event of any unlawful or accidental removal, defacing, alteration, or destruction of records, Contractor must report to VA. The agency must report promptly to NARA in accordance with 36 CFR 1230.
The Contractor shall immediately notify the appropriate Contracting Officer upon discovery of any inadvertent or unauthorized disclosures of information, data, documentary materials, records or equipment. Disclosure of non-public information is limited to authorized personnel with a need-to-know as described in the [contract vehicle]. The Contractor shall ensure that the appropriate personnel, administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, documentary material, records and/or equipment is properly protected. The Contractor shall not remove material from Government facilities or systems, or facilities or systems operated or maintained on the Government s behalf, without the express written permission of the Head of the Contracting Activity. When information, data, documentary material, records and/or equipment is no longer required, it shall be returned to VA control or the Contractor must hold it until otherwise directed. Items returned to the Government shall be hand carried, mailed, emailed, or securely electronically transmitted to the Contracting Officer or address prescribed in the [contract vehicle]. Destruction of records is EXPRESSLY PROHIBITED unless in accordance with Paragraph (4).
The Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, contracts. The Contractor (and any sub-contractor) is required to abide by Government and VA guidance for protecting sensitive, proprietary information, classified, and controlled unclassified information.
The Contractor shall only use Government IT equipment for purposes specifically tied to or authorized by the contract and in accordance with VA policy.Â
The Contractor shall not create or maintain any records containing any non-public VA information that are not specifically tied to or authorized by the contract.Â
The Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected from public disclosure by an exemption to the Freedom of Information Act.Â
The VA owns the rights to all data and records produced as part of this contract. All deliverables under the contract are the property of the U.S. Government for which VA shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest. Any Contractor rights in the data or deliverables must be identified as required by FAR 52.227-11 through FAR 52.227-20.
Training. Â All Contractor employees assigned to this contract who create, work with, or otherwise handle records are required to take VA-provided records management training. The Contractor is responsible for confirming training has been completed according to agency policies, including initial training and any annual or refresher training.Â
Required Information in Your Response to Sources Sought:
In order to be considered a valid source that can impact the set-aside determination of a possible future solicitation, potential contractors shall provide, at a minimum, the following information to peter.park2@va.gov by below response deadline:
1) Company name, address, and point of contact, phone number, e-mail address, and UEI.
2) Please identify your company s size in comparison to the anticipated North American Industry Classification System (NAICS) code 541611 Administrative Management and General Management Consulting Services. To be considered a small business your company must have less than 24.5 million dollars in average annual receipts. This notice is to determine the marketplace for this specific requirement. Please check one of the following:
[ ] yes [ ] no Service Disabled Veteran Owned Small Business (SDVOSB)
[ ] yes [ ] no Veteran Owned Small Business (VOSB)
[ ] yes [ ] no Women Owned Small Business (WOSB)
[ ] yes [ ] no HUBZone
[ ] yes [ ] no Small Business Manufacturers
[ ] yes [ ] no All other Small Business (SB)
[ ] yes [ ] no Other than Small Business
3) Any socioeconomic business must have a SBA certification at https://search.certifications.sba.gov/.
4) If you are an authorized service provider of Press Ganey, please include a letter of authorized service provider.
5) Please provide a courtesy quote in response to this request to evaluate price reasonableness for any set-aside determination. (Base + 4 Option Years)
6) Capabilities Statement addressing the requirements in the Statement of Work to include:
Capability to perform the Statement of Work.
References for similar services currently being provided or previously provided at the required service levels as outlined in the Statement of Work.
The Government is not obligated to nor will it pay for or reimburse any costs associated with responding to this sources sought notice. This notice shall not be construed as a commitment by the Government to issue a solicitation or ultimately award a contract, nor does it restrict the Government to a particular acquisition approach. The Government will in no way be bound to this information if any solicitation is issued.
Notice to Potential Offerors: All Offerors who provide goods or services to the United States Federal Government must be registered in the System Award Management (SAM located on the web at www.sam.gov). It is desirable that any Offeror to have completed their business Online Representations and Certifications Application in the System for Award Management (SAM).
Service Address:
Portland VA Medical Center
3710 SW US Veterans Hospital Rd
Portland, OR 97239
Point of Contact:
Peter Park
Contracting Officer
peter.park2@va.gov
Response Deadline:
08/04/2026 by 3:00pm Pacific Time
