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File #: 16-850    Version: 1 Name:
Type: Resolution Status: Passed
File created: 11/1/2017 Departments: HEALTH
On agenda: 12/12/2017 Final action: 12/12/2017
Title: Adopt a resolution authorizing an agreement with National Research Corporation d/b/a NRC Health to provide patient engagement surveys and related services for the term January 1, 2018, through December 31, 2020, to an amount not to exceed $400,000.
Attachments: 1. 20171212_r_National Research Corporation, 2. 20171212_a_National Reaearch Corporation, 3. 20171212_att_National Research Corporation Matrix
Special Notice / Hearing: None__
Vote Required: Majority

To: Honorable Board of Supervisors
From: Louise Rogers, Chief, Health System
Chester J. Kunnappilly, MD, Chief Executive Officer, San Mateo Medical Center
Subject: Agreement with National Research Corporation d/b/a NRC Health to Provide Patient Engagement Surveys and Related Services

RECOMMENDATION:
title
Adopt a resolution authorizing an agreement with National Research Corporation d/b/a NRC Health to provide patient engagement surveys and related services for the term January 1, 2018, through December 31, 2020, to an amount not to exceed $400,000.

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BACKGROUND:
Since 2007, San Mateo Medical Center (SMMC) has been using a third party vendor to comply with the US Centers for Medicare and Medicaid Services directive that hospitals and clinics administer satisfaction surveys to patients in order to evaluate the services they have received.

DISCUSSION:
In July 2017, SMMC completed a Request for Proposals for patient engagement surveys. National Research Cooperation Health d/b/a NRC Health was chosen because of their real-time feedback solution that gives healthcare providers the ability to receive and take action on patient feedback within hours of each survey submission.

The agreement and Resolution have been reviewed and approved by County Counsel as to form.

The Resolution contains the County's standard provisions allowing amendment of the County fiscal obligations by a maximum of $25,000 (in aggregate).

The Information Services Department has reviewed and approved this agreement.

The agreement contributes to the Shared Vision 2025 outcome of a Healthy Community by providing real-time feedback from patients on the services they received at SMMC or its clinics. It is anticipated that 40% of patients will respond to a healthcare performance survey.

PERFORMANCE MEASURE:
Measure
FY 2016-17 Actual
FY 2017-18 Projected
Percentage of patients responding to a healthcare p...

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