Health Authorities Mental Health Experience of Care Survey Request For Proposal

Request 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 number
Fax number
Address
I 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, Buyer

8521 198A Street
Phone 604 455 1301
Fax 604 455 1311
Email Marion.Wynnyk@fraserhealth.ca
Table of Contents
RFP # BC HA SSO-0029 Survey of Mental Health & Addictions Patient Experience of Care in BC
General Information............................................................................4
Introduction................................................................................................................... 4
RFP Objective................................................................................................................. 4
Background.................................................................................................................... 5
Research Objectives and Deliverables...........................................................................6
Qualifications............................................................................................................... 13
List of Participating Organizations and Facilities..........................................................14
Section 1.0: Submission Instructions..................................................14
Intention to Submit a Proposal ................................................................................14
Closing Date and Location...........................................................................................14
Submission Format...................................................................................................... 14
Mandatory Criteria....................................................................................................... 15
Delivery Address .........................................................................................................15
Proposed RFP Schedule .............................................................................................. 16
Award Term................................................................................................................. 16
Contact, Inquiries & Submissions.................................................................................16
Lobbying...................................................................................................................... 16
Proposal Questionnaire................................................................................................16
Verbal Communication................................................................................................ 17
Proposal Acceptance Period.........................................................................................17
Proposal Amendments/ Withdrawals...........................................................................17
Ownership of Proposals – Proponent Costs..................................................................17
Closing Date – Extension.............................................................................................17
Late Proposal Submissions..........................................................................................17
Signed Acceptance Forms ...........................................................................................17
RFP Cancellation.......................................................................................................... 17
Section 2.0: Evaluation and Award Process........................................17
Evaluation Committees................................................................................................18
Evaluation and Selection.............................................................................................18
Evaluation Criteria....................................................................................................... 18
Standardization............................................................................................................19
Equivalent Alternates...................................................................................................19
Unsuccessful Bids ....................................................................................................... 19
Debriefing.................................................................................................................... 19
Selection Processes..................................................................................................... 20
Pre-Bid Meetings.......................................................................................................... 20
Prequalification............................................................................................................ 20
Proponent Presentations .............................................................................................20
Proponent Demonstrations..........................................................................................20
Site Visits..................................................................................................................... 20
In Use Evaluations....................................................................................................... 20
Specialist Consultants..................................................................................................21
Probationary Periods....................................................................................................21
Section 3.0: Proposal Questionnaire..................................................22
Table of Contents........................................................................................................22
Executive Summary
.................................................................................................................................... 22
Mandatory Criteria......................................................................................................22
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Contact Information.....................................................................................................22
Approach and Methodology
25%............................................................................................................................. 23
Corporate Strength & Experience
25%............................................................................................................................. 26
Financial
30%............................................................................................................................. 29
Value Added
15%............................................................................................................................. 30
Section 4.0: Terms and Conditions Statement Summary.....................31
Compliance to or deviation from Contract and RFP Terms & Conditions
5%............................................................................................................................... 31
Section 5.0: Proponent Acceptance Form..........................................32
Conflict of Interest....................................................................................................... 32
Statement of full Disclosure of Financial Contributions...............................................32
Authorized Signature................................................................................................... 32
Section 6.0 Purchasing Standard Definitions, Terms and Conditions....33
Definitions.................................................................................................................... 33
Terms and Conditions..................................................................................................33
Appendix 1 BC Version of CMHCEQ Short Stay Survey Tool
Appendix 2 CMHCEQ Validation Report
Appendix 3 Draft Sample Plan
Appendix 4 List of Participating Organizations and Facilities
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General Information
Introduction
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.
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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; and
4. 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
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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, and
ii) 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:
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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), and
iii) 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; and
3. 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.
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• 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
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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.
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• 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.
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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
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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.
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• 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 Units
i. generalized psychiatric units
ii. 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 settings
ii. support recovery settings (e.g., units, centres, or homes) that provide in-
house treatment
iii. 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
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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.
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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
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.
Proposal
RFP
Meets Page no.
Section Mandatory Criteria
Criteria (√) (if
No.
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 Facility Marion Wynnyk, Buyer
Attention: Front Desk Reception E-Mail: Marion.Wynnyk@fraserhealth.ca
8521-198A Street Telephone: 604.455.1301 Extension No.
Langley, BC V2Y 0A1 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.
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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 Timing

RFP Issue Date March 1, 2010
Proponent Pre Bid Meeting n/a
RFP Close Date March 19, 2010
Evaluations March 25, 2010
Short List by March 25, 2010
Proponent Presentations March 26, 2010
Award Date March 26, 2010
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.
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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
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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:
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Percentage
Evaluation Criteria
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.
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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.
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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.
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Section 3.0: Proposal Questionnaire
Proponents 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 Name
Mailing Address:
Phone/Fax
Toll Free Phone
No:
Proponent’s Name
Proponent’s
Position:
Proponent’s Email:
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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
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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 Organization Name Organization Name

Name
Mailing Mailing Address: Mailing Address:
Address:
Contact Name: Contact Name: Contact Name:
Position: Position: Position:
Phone: Phone: Phone:
Fax: Fax: Fax:
Email: Email: Email:
Services Services Provided: Services Provided:

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
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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 SITE OR DEPARTMENT RECIPIENT MARKET VALUE
SUPPORT LOCATION
Capital Equipment
Seminars
Travel
Supplies
Educational Support
Research Support
Drug Trials
Projects
Publications
Other
Major Donations
Other 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_____________________________ Title/Position __________________________________

Company Name__________________________________
Printed 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 Proposal
3. "FHA" means Fraser Health Authority
4. “Closing Time” is the date and time by which proposals must be received in order to be valid
5. “Contact Person” is the person to direct all communication in reference to the RFP
6. “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 RFP
9. “Proponent” means an entity that submits a response to this RFP;
10. “Products/Services” means the specified requirements detailed in the RFP
11. “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 Society
16. “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.
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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.
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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
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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.
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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.
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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
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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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Health Authorities Mental Health Experience of Care Survey Request For Proposal

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Health Authorities Mental Health Experience of Care Survey Request For Proposal

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Request for Proposal

RFP Number: BC HA SSO-0029

RFP Name: Survey of Mental Health & Addictions

RFP Issued: March 1, 2010

INTENTION TO SUBMIT A PROPOSAL

Proponent Name (please print)

Marion Wynnyk, Buyer

BC’s provincial patient experience survey initiative aims to:

These objectives are consistent with the mandate of the BCPSSC.

1. Undertake the implementation of the coordinated province-wide MH/A patient survey

1. To generate information from the perspective of both recipients of MH/A services

2. To generate information from the perspective of recipients of MH/A services (patients

3. To generate information from the perspective of family members/key supporter's that

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

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

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

The purpose of this RFP is to invite qualified proponents to submit proposals to

The proponent will be responsible for the following deliverables:

Patient/Client Experience of Care Survey

• Participate and contribute to the completion of a Privacy Impact Assessment for

• Field surveys via a handout methodology for completion by patients/clients as a self-

• Determine the most suitable means by which to implement a handout methodology

• Demonstrate the willingness and ability to support a joint handout/electronic delivery

• separation of data containing information that identifies survey respondents from

 Provincial level reports (MH&A, MH, A)

 How are we doing overall? How are we doing in specific areas?

o Verbatim transcription, coding and sorting into categories of the comments

• Provide assurance of quality control in reporting. Proponents are required to

• Develop a working definition of "family/supporters/significant others" for the purposes

• Develop an inventory of current family/supporter satisfaction measurement tools

• Summarize a literature review of the underlying drivers of family/supporter

• Develop a satisfaction measurement tool to measure family/supporter satisfaction

• cognitive testing will involve face-to-face interviews with a sample of respondents

• Define a family/supporter survey development and measurement process

• A question set that measures key drivers of family/supporter satisfaction with

• A question set that includes, but is not be limited to, assessment/measurement of

• Translation of an English-language question set into alternate languages. The

• Respondent segmentation to support comparisons (e.g. age, gender,

• Location of service segmentation to support facility comparisons (e.g. bed-

• Testing and validation of the family/supporter satisfaction measurement

• Defining the recommended sampling methodology, data collection method,

Target Population for Patient/Client Experience of Care Survey

In addition a tertiary population is to be included in the Survey, defined as patients who

List of Participating Organizations and Facilities

Section 1.0: Submission Instructions

ALL SUBMISSIONS SHOULD BE MADE TO THE MAIN DELIVERY ADDRESS INDICATED

Proposed RFP Schedule

Sequence of Events Timing

Contact, Inquiries & Submissions

Proposal Acceptance Period

Proposal Amendments/ Withdrawals

Closing Date – Extension

Signed Acceptance Forms

Section 2.0: Evaluation and Award Process

Evaluation and Selection

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

Proponents should provide a brief executive summary of their proposal.

3.1 Describe how the Proponent will provide the services

timelines, personnel requirements (Agencies' and your firm's

What training materials are available (i.e. brochures,

Corporate Strength & Experience

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

Authorized Signature_ Title/Position ______