Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey.

Quick Summary

The Indian Health Service (IHS), Billings Area is soliciting quotes for Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey services at the Blackfeet Service Unit (BFSU) in Browning, Montana. This is a combined synopsis/solicitation issued as a Request for Quotation (RFQ) for commercial items. The contract will be a Firm Fixed-Priced Purchase Order.

Scope of Work

The selected vendor will conduct HCAHPS surveys for adult inpatients discharged 48 hours to 42 days prior, covering Medical, Surgical, and Maternity care lines. Services include phone mode surveys for up to 60 patients monthly, maintenance, reporting, implementation, setup, and data transfer. The objective is to measure patient perspectives on inpatient care, ensure transparency, improve performance on Care Compare, and enhance the hospital's reputation. Key areas assessed include communication with nurses and doctors, staff responsiveness, pain management, medication communication, hospital cleanliness, quietness, and discharge information.

Contract & Timeline

• Contract Type: Firm Fixed-Priced Purchase Order
• Set-Aside: Full and Open Competition
• NAICS Code: 541690 - Other Services and Technical Consulting Services
• Small Business Size Standard: $22.5 million
• Period of Performance: A 12-month base year (June 1, 2026 – May 31, 2027) with four (4) 12-month option years, for a potential total of five years.
• Technical Questions Due: May 15, 2026, 5:00 PM MST (submit to Contracting Officer)
• Quote Due Date: May 15, 2026, 5:00 PM MST (email to Contracting Officer)
• Published Date: May 8, 2026

Evaluation Factors

Award will be made to the responsible offeror whose quote is most advantageous to the Government, considering Technical, Past Performance, and Price. All non-price factors combined are approximately equal to price.

• Technical: Evaluated on capabilities, understanding of the project, and adherence to requirements.
  • Sub-factors: Vendor/subcontractor must be an HCAHPS Approved Survey Vendor. Management approach, Quality Assurance plan (compliance with SOW, Federal/State/local laws, IHS clearance), and Customer Service plan (availability, response to requests).
• Past Performance: Evaluated on relevance and quality of 2-5 past contracts/jobs similar in size and scope. The Government will assess performance confidence and may contact references or use other available information.
• Price: Evaluated for reasonableness and balanced pricing. Unbalanced pricing may lead to rejection.

Submission Requirements

Offerors must submit three clearly marked volumes:

1. Technical (Volume I): Written narrative (max 5 pages) addressing Management/Understanding of SOW, Quality Assurance, and Customer Service.
2. Past Performance (Volume II): Written narrative addressing Relevance/Quality, including 2-5 past performance records.
3. Price (Volume III): Completed pricing schedule from Section B. Quotes must be firm for 120 days. The "Indian Health Service Buy Indian Act Indian Economic Enterprise Representation Form" (Attachment 2) is also required.

Points of Contact

• Primary Contact: Shannon Connelly, Purchasing Agent (shannon.connelly@ihs.gov, 406-338-6452)
• Contracting Officer: Vincent Hansen (vincent.hansen@ihs.gov, 605-698-7606)

Additional Notes

Invoicing will be processed through the Invoicing Processing Platform (IPP) at https://www.ipp.gov. Vendors must have a minimum of two years of survey research experience, conduct all operations within the U.S., and use HIPAA-compliant methods for patient data transfer. Telephone interviews cannot be conducted from residences.