ERLANGER HEALTH SYSTEM PURCHASING DEPARTMENT 979 EAST THIRD STREET, SUITE 708 CHATTANOOGA, TENNESSEE REQUEST FOR PROPOSAL RFP REFERENCE:

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1 ERLANGER HEALTH SYSTEM PURCHASING DEPARTMENT 979 EAST THIRD STREET, SUITE 708 CHATTANOOGA, TENNESSEE REQUEST FOR PROPOSAL RFP REFERENCE: FOR: MEDICAL TRANSCRIPTION SERVICES TO BE OPENED: JUNE 16, 2011 AT 2:00 PM Mail sealed proposal to: Erlanger Health System, Purchasing Department 979 East Third Street, Suite 708 Chattanooga, TN RFP Ref. # RFP Opening Date & Time:

2 ERLANGER HEALTH SYSTEM 975 EAST THIRD STREET CHATTANOOGA, TENNESSEE I. INVITATION The purpose of this Request for Proposal is to solicit proposals from qualified Proposers for Medical Transcription Services. You are therefore invited to submit a proposal for Medical Transcription Services as outlined in the attached documents. The process is expected to be as follows: 1. Publishing of RFP and advertising in the newspaper. 2. Submittal of Proposals by the date and time at the location specified in these documents. 3. Evaluation of Proposals based on what is in the best interest of Erlanger Health System, considering price, terms, other matters set out hereinafter, and all other matter s and things which Erlanger Health System deems appropriate in it s sole discretion. 4. Selection of one or more Proposals to be considered as final Proposals. 5. Final evaluation with Erlanger Health System reserving the right to ask persons participating and providing Proposals to make a final and best offer on any particular Proposal or combination of several Proposals. 6. Award and or rejection of all Proposals. Proposals must be in accordance with the attached instructions or they will not be considered. Erlanger Health System reserves the right to reject any or all Proposals received, to accept any proposal which in its opinion may be in the best interest of Erlanger Health System, and to combine Proposals into a final Proposal upon which it may solicit additional pricing or best or final offers. Erlanger Health System does not obligate itself to accept any particular Proposal. Proposals may be mailed, AT YOUR RISK, or delivered to the Procurement Manager, Erlanger Health System, 979 East Third Street, Suite 708 Chattanooga, Tennessee We strongly suggest you hand deliver or use Fed Ex. Any other method of delivery puts the bid at risk of not making the deadline. Proposals must be received at the Purchasing Department NO LATER THAN 2:00 P.M. ON JUNE 16, 2011, AT WHICH TIME THEY WILL BE PUBLICLY OPENED. Public Opening means that Proposals will be removed form their sealed envelopes, but prices and Proposals will not be reviewed in public until after they have been evaluated and an award has been made, if one is made. Page 2 of 29

3 II. INSTRUCTIONS For the Proposal to be considered, it must be submitted in accordance with the following instructions. 1. ALL INFORMATION REQUESTED MUST BE PROVIDED OR YOUR PROPOSAL MAY NOT BE CONSIDERED. 2. ORIGINAL AUTOGRAPH SIGNATURES IN INK ARE REQUIRED. Facsimile or rubber stamp signatures will not be accepted. The Specification s section must be signed and returned with the Proposal and all the exhibits properly completed and executed or otherwise the Proposal will not be accepted. 3. NO ORAL, TELEPHONIC, TELGRAGHIC, OR FACSIMILE CHANGES TO THE PROPOSAL WILL BE ACCEPTED. Any changes to the Proposal will necessitate a re-submission of the entire Proposal on or before the opening. 4. PROPOSAL MUST BE SUBMITTED IN DUPLICATE. The Proposal must consist of a properly completed and signed Specification section. 5. PROPOSAL MUST BE SUBMITTED IN A SEALED ENVELOPE WITH THE RFP REF #, DATE & TIME OF THE OPENING ON THE OUTSIDE OF THE SHIPPING ENVELOPE. 6. PROPOSAL MUST BE SUBMITTED TO ARRIVE NOT LATER THAN TIME AND DATE SET FOR OPENING. Proposal must be mailed or delivered to Purchasing Department as stated in the INVITATION. A date/time stamp will be affixed to the envelope immediately upon it s arrival to the Purchasing Department. The date/time stamp must be on or before the date and time shown for the opening or the Proposal will not be considered. Proposals arriving late will be returned, unopened, to the Proposer. 7. ANY ADDITONAL INFORMATION which Proposer desires to add to the Proposal shall be written, attached to and submitted with the formal sealed Proposal. If there are terms and conditions of the proposal and purchase a copy must be included in the sealed proposal. 8. IN EXECUTING THIS PROPOSAL, EACH PROPOSER AFFIRMS that all of the requirements of the Proposal are understood and accepted by the Proposer. The undersigned has reviewed the Proposal as submitted and understands Erlanger Health System will not be responsible for any errors or omissions on the part of the undersigned preparing this Proposal. Page 3 of 29

4 9. You may come to the RFP opening, however, pricing and term information will not be provided at that time. The RFP opening is a public event to demonstrate that Erlanger Health System follows all applicable laws in its process. Prices and terms will be available only after the Proposal is awarded and then only by appointment. 10. Following the RFP Opening, a proposer may not have any further contact with the Technical Contact or other ERLANGER HEALTH SYSTEM personnel or affiliated physicians about the RFP unless initiated or authorized by Erlanger Health System. Any unauthorized contact shall not be used as a basis for responding to this RFP and may result in the disqualification of the proposer's submittal. The responsibility for obtaining technical verification of any specification is prior to the RFP opening. Any questions about the RFP process at that point must be referred to the technical contact. 11. Prices and terms are to be guaranteed for (90) days during the evaluation process. 12. Erlanger Health System is exempt from all Federal, State and Local Taxes. An exemption certificate will be furnished to the successful proposer upon request. 13. In the event Erlanger Management determines, in its sole discretion, that additional proposals are necessary for a competitive procurement process, Management may, with or without notice, extend the RFP opening date for a period of time as it deems necessary or appropriate. In the event the RFP opening date is extended pursuant to this paragraph, an updated copy of the RFP will be made available upon request, and any respondent that submitted a response prior to the RFP opening date extension may resubmit its proposal or rely upon its original proposal. 14. Erlanger Health System will evaluate the proposals considering, without limitation, some or all of the following, if applicable: price, quality, delivery time and schedules, quantity, any exceptions taken to the RFP documents, including any agreements accompanying such documents, any warranties offered, and the proposer s demonstration of its good faith commitment for equal opportunity of small business enterprises, minority businesses and individuals, and socially and economically-disadvantaged individuals (collectively, "Minority Businesses") and any other items or things, which the Authority considers important, applicable and in its best interest. So that Erlanger Health System may evaluate each proposer s demonstration of its good faith commitment for equal opportunity of Minority Businesses, each proposer is expected to submit information Page 4 of 29

5 which will emphasize the extent of the proposer's efforts to offer equal opportunity to Minority Businesses to participate as contractors, subcontractors, and suppliers of goods and services should the proposer be awarded the contract. Each proposer should be aware that in evaluating the proposer's response, Erlanger Health System will evaluate each proposer's good faith commitment and demonstrated effort to ensure equal opportunity for Minority Businesses. Definitions. A. The term "minority business" means a business: 1. In which at least fifty-one percent (51%) is owned by one or more minority persons or socially and economically disadvantaged individuals, or in the case of a corporation, in which at least fiftyone percent (51 %) of the stock is owned by one or more minority persons or socially and economically disadvantaged individuals; and 2. Of which the management and daily business operations are controlled by one or more of the minority persons or socially and economically disadvantaged individuals who own it. B. The term "minority individual" means a person who is a citizen or lawful permanent resident of the United States and who is from a background described in the instructions for completion of Form EEO-1 and its appendix all as required by Section 709(c) of Title VII, and the applicable regulations, Sections , Subpart B, Chapter XIV, Title 29 of the Code of Federal Regulations, which include as presently drafted: 1. African-American (Black) (Not of Hispanic origin) - All persons having origins in any of the Black racial groups of Africa; 2. Female; 3. Hispanic - All persons of Mexican, Puerto Rican, Cuban, Central or South American, or other Spanish culture or origin, regardless of race; 4. Asian or Pacific Islander - All persons having origins in any of the original peoples of the Far East, Southeast Asia, the Indian Subcontinent, or the Pacific Islands. This area includes, for example, China, India, Japan, Korea, the Philippine Islands, and Samoa; 5. American Indian or Alaskan Native - All persons having origins in any of the original peoples of North America, and who maintain cultural identification through tribal affiliation or community recognition; C. The term "small business enterprise" includes a proprietorship, partnership, limited liability company, corporation, or other form of business, with annual gross revenues of less than the sum of Four Million Dollars ($4,000,000). Page 5 of 29

6 D. The term "socially and economically disadvantaged individual" means an individual who is within either or both of the following groups: CONTRACT AWARD 1. Socially disadvantaged individuals are those who have been subjected to racial or ethnic prejudice or cultural bias because of their identity as a member of a group without regard to their individual qualities. 2. Economically disadvantaged individuals are those socially disadvantaged individuals whose ability to compete in the free enterprise system has been impaired due to diminished capital and credit opportunities as compared to others in the same business area that are not socially disadvantaged. Erlanger Health System will award a contract to the Proposer who submits the lowest and best proposal without regard to race, color, religion, creed, national origins, gender, age, or handicap condition. Nothing herein shall be construed to require Erlanger Health System or its contractors to award contracts or subcontracts to, or to make purchases of goods or services, materials or equipment from Minority Businesses or anyone else who does not submit the lowest and best proposal. Page 6 of 29

7 III. Grievance Process The intention of the ERLANGER HEALTH SYSTEM is to conduct all its business affairs in a fair and impartial manner. In order to assure fairness to all prospective proposers we have developed this grievance process to provide an organized and effective method of allowing each prospective proposer to present its side of an issue and to resolve amicably any conflicts which may arise between ERLANGER HEALTH SYSTEM and the prospective proposer. If you initiate litigation prior to exhausting the grievance procedure, ERLANGER HEALTH SYSTEM will plead your failure to exhaust as a defense. Prior To RFP OPENING 1. Challenges to the RFP specifications must be requested in writing and received in the Purchasing Department no later than seven (7) days after the RFP has been advertised. 2. The request must contain the specific reasons for the challenge, contain the actual wording and give a specific reference found in the request for proposal. 3. The request must be mailed or faxed to the Procurement Manager, 979 East Third Street, Suite 708, Chattanooga, Tennessee 37403, fax number (423) by 4:00 P.M. any business day. 4. The Procurement Manager will make a determination of merit for your request. If the determination is in your favor, an addendum to the RFP will be issued. 5. If the decision of the Procurement Manager is negative, the RFP opening will continue as scheduled. Following the RFP Award 1. Should a Proposer have an objection to an RFP award, a formal request must be submitted in writing. The request itself must be received by the Purchasing Department within five business days after the RFP award has been announced. 2. The request must specify the RFP involved and clearly identify the basis for what is in dispute. Specific examples and exact wording should be used where applicable. 3. The request must be sent to the Procurement Manager at 979 East Third Street, Suite 708, Chattanooga, Tennessee Page 7 of 29

8 STEP 1 FORMAL GRIEVANCE PROCESS FORMAL GRIEVANCE PROCESS STEP 1 1. Within five (5) working days, the Procurement Manager will schedule a hearing date which is mutually acceptable and in a timely manner. At that time, the Vendor will be allowed to present all facts which led to the dispute. 2. The Procurement Manager will evaluate all relevant facts which were in dispute and make a determination for the resolution of the dispute. 3. The determination of the Procurement Manager will be made known to the Vendor in writing within three (3) working days. 4. If the Procurement Manager determines that a cancellation of the original award and re-bid is warranted, the grievance process is deemed complete at that time for the vendor. STEP 2 1. If the Vendor is not satisfied with the response (other than a re-bid) in step 1, they may request a second review of the disputed facts by submitting a written, clearly defined statement of what is still in dispute for review to the Chief Financial Officer or designee, at 975 East Third Street, Chattanooga, Tennessee It must be limited to the same issues that were in dispute in the first step of the Grievance Procedure. No new or additional information will be considered. 2. This request must be received at the Medical Center within five (5) calendar days after the response from the first hearing. 3. Upon review of the written information, the Chief Financial Officer or designee can either request a meeting with the vendor or inform the vendor in writing of the final decision. Page 8 of 29

9 Specifications It is a requirement of Erlanger Health System to restrict the services being provided that have access to EHS sensitive data to take place within the contiguous United States and at no time will it be permissible to contract or sub-contract to any entity outside the contiguous United States. Furthermore, no entity outside the contiguous United States will be granted access to our internal network. This Request for Proposal is for an enterprise Medical Transcription Services solution. The awarded vendor will provide a technology platform and all associated labor for the delivery of the services proposed. This will include: collection of dictated medical reports, all necessary transcription and speech recognition technology, electronic signature capabilities, all necessary quality assurance hardware and software, interfaces (vendor side), installation, training, on going support, account management, any and all required labor. The vendor s response should be inclusive of any and all necessary technology, labor, support, implementation, training, and any other one time or on going cost associated with set up, delivery and on going support of the proposed solution for a term of 36 months. It is the vendor s responsibility to make Erlanger Health System aware of any and all cost associated with the delivery of the services under this agreement. Failure to provide all cost information may result in the vendor s being excluded from consideration and could result in the cancellation of services after a contract has been awarded. Erlanger Health System will provide access to patient data necessary for the vendor to perform medical transcription services. Erlanger Health System will provide and maintain interfaces (client s side) necessary for providing patient information necessary for the performance of these services and for the return of transcribed medical reports. Erlanger Health System will provide access to any vendor related servers or other hardware for the purposes of implementation, testing and on going support. This access will be in accordance with Erlanger s security plan. The awarded vendor will enter into a Business Associates Agreement with Erlanger Health System which will provide further clarification for both parties. DEFINITIONS Line means for each document, the number of ASCII characters in the body of the document, including spaces and black characters, are added and divided by 65. A maximum of five lines may be added per document to cover headers and footers. That number is rounded up to the nearest integer value. Visual Black Character means each character visible in the body of the report that can be seen with the naked eye. Spaces, carriage returns and hidden formatting instructions such as bolding, underlining, text boxes, printer configurations, or spell checking are not counted in the total character count. A maximum of 275 characters may be added per document to cover headers and footers. Page 9 of 29

10 Header is the top portion of the document which may or may not repeat on each page of the document, which contains includes patient and other demographic information associated with the report. Footer is the bottom portion of the document which may or may not repeat on each page of the document, which contains includes patient and other demographic information or page numbering associated with the report. SLA means the Service Level Agreement. Turn-Around Time TAT with respect to any Voice File, means the maximum elapsed time permitted by the services agreement between the moment a Voice File becomes available to the vendor through the vendors platform, to the moment the Medical Report created from such Voice File is made available for delivery to the Customer. Platform means any and all technology required for the vendor to deliver the transcription services proposed. Transcription Services means the complete transcription of Voice Files including the transcription and formatting of medical records dictated by medical providers into data utilizing the vendor s platform. Medical Report means the electronic reports (i) dictated by the customer, (ii) transcribed or edited (as applicable) by the vendor, and (iii) made available for delivery to the customer through the Platform. Page 10 of 29

11 Erlanger Health System Transcription Services Opportunity RFP Transcription Opportunity Volume Annual Estimated Volume in Lines or Contracted Turnaround Time Visible Black Characters (Please specify) Hour Turnaround Hour Turnaround Hour Turnaround Hour Turnaround 10, Hour Turnaround Hour Turnaround 1000 Greater than 24 Hour Turnaround 515,000 Total Annual Volume RFP Additional Items Description Quantity Mobile Recorders XX Electronic Signature 10,000 reports per year Test System 1 Training System Administrators X Training EHS Clerical Staff X Training EHS Trainers X Training EHS QA/QC Staff X Other Other Other Other Other Other Page 11 of 29

12 VENDOR S RESPONSE: COMPANY OVERVIEW Full company name Company key contact and contact information Number of employees dedicated to this product line, detail counts by employees dedicated to R & D, Development, Training and Support Number of years the company has been in business Additional Products Offered Company Philosophy Company Mission Page 12 of 29

13 PRICING All pricing in Table 1 should be quoted on a per Line basis for the service described, using the line definition specified on page 9 of this RFP. Table 1: Transcription Service Pricing per Line. Description of the Service Requested Per Line Rate for any and all technology and services associated with the delivery of transcription service; Domestic Labor Only Per Line Rate for any and all technology and services associated with the delivery of transcription service. Hybrid Model Rate $0.00 $0.00 All pricing in Table 2 should be quoted on a per Visible Black Character basis for the service described, using the VBC definition specified on page 9 of this RFP. Table 2: Transcription Service Pricing per Visible Black Character (VBC) Description of the Service Requested Per VBC Rate for any and all technology and services associated with the delivery of transcription service; Domestic Labor Only Per VBC Rate for any and all technology and services associated with the delivery of transcription service. Hybrid Model Rate $0.00 $0.00 Header and Footer Pricing: Description of the Service Requested Is there a charge for Headers and Footers in your proposed solution? Is this charge applied to each page of a multipage report? What is the charge on either a per Line rate as defined above or on a Visible Black Character rate as defined above? Is there a charge for Headers and Footers on a per report basis? If you charge for Headers and Footers please explain on the next line your methodology for how you charge and include your rate in the column to the right. Explain Billing Methodology for Headers and Footers here: Yes/ No Yes/ No $0.00 Yes/ No Rate Page 13 of 29

14 Implementation, Set Up and Professional Services Fees: Description of the Service Requested Are there any one time Implementation, Set Up, Professional Services Fees? If there are any such fees NOT included in your per Line or per Visible Black Character which represent additional cost, on the next row, please briefly explain what these are and enter the total One Time Cost in the column to the right. Provide an Overview of One Time Set up Cost here: Quote Rate to the right Yes/ No Yes/ No $0.00 Annual Fees: Description of the Service Requested Is there any on going support, subscription or Other fees NOT included in your per Line or per Visible Black Character rates above If Yes please explain the nature of these fees on the next row and a TOTAL Annual Cost in the column to the right on the next row. Provide an Overview of Annual Fees and Quote the Annual Cost to the right Yes/ No $0.00 Additional Cost: Description of the Service Requested Do you provide any digital mobile recording devices as part of your solution? If Yes, please provide a per unit cost to the right? Provide an Overview of One Time Set up Cost here: Quote Rate to the right Yes/ No Yes/ No $0.00 Do you provide a test system as part of the proposed solution? Yes/ No If Yes, is there any additional cost associated with this test system? Yes/ No Does the test system stay in operation after the implementation has been completed? Yes/ No If Yes, please include any and all cost for this test system to the right. $0.00 Can you provide an on-site voice capture server for voice collection? Yes/ No If Yes, is there any additional cost if a customer elects an on-site voice capture server? Yes/ No If Yes, please include any and all costs for this test system to the right. $0.00 Page 14 of 29

15 Do you provide an Electronic Signature Application? Yes/ No If Yes, is there an additional fee for use of this Electronic Signature solution? Yes/ No If Yes, please provide details on the cost of using this application. $0.00 Please Describe and itemize any additional cost not covered above in the lines provided Page 15 of 29

16 MEDICAL TRANSCRIPTION SERVICES VOLUME In this Section please provide the volume and composition of the Medical Transcription Services your company currently produces to provide insight into your current production capabilities. NOTE: Erlanger Health System may ask for further validation of these volumes prior to moving forward with a responding vendor. Medical Transcription Services Volume On the rows below, please provide the Annual Line Volume for your largest three single accounts currently being serviced by the platform you are proposing to Erlanger Health System. A single account being a single customer set up with its own account in your platform. This is not a Healthcare Delivery Network unless this Network is all operating under a single account in your platform with a single organization structure and supported generally by a single service delivery entity. Largest Single Account #1 Second Largest Single Account #2 Third Largest Single Account #3 How many Medical Transcriptionist/ Medical Editors are utilized to produce the Volume of Account #1 above How many Medical Transcriptionist/ Medical Editors are utilized to produce the Volume of Account #1 above How many Medical Transcriptionist/ Medical Editors are utilized to produce the Volume of Account #1 above Lines Staff TURNAROUND TIME PERFORMANCE Turnaround Time (TAT) Performance In the last full month, and across your entire book of Medical Transcription business, what is your organizations Average TAT for reports with a Two (2) Hour SLA/TAT In the last full month, and across your entire book of Medical Transcription business, what is your organizations Average TAT for reports with a Four (4) Hour SLA/TAT In the last full month, and across your entire book of Medical Transcription business, what is your organizations Average TAT for reports with a Twelve (12) Hour SLA/TAT In the last full month, and across your entire book of Medical Transcription business, what is your organizations Average TAT for reports with a Twenty Four (24) Hour SLA/TAT Hours Turnaround Time (TAT) Compliance For the last full month and across your entire book of Medical Transcription business please provide as a percentage rounded to 1 decimal point for your compliance with Page 16 of 29

17 Turnaround Time for the following SLA s. Please express Compliance here as a percentage derived by dividing the number of reports delivered prior to the contracted SLA/TAT by the total reports delivered. In the last full month, what is your organizations TAT compliance for all reports with a Two (2) Hour SLA/TAT In the last full month, what is your organizations TAT compliance for all reports with a Four (4) Hour SLA/TAT In the last full month, what is your organizations TAT compliance for all reports with a Twelve (12) Hour SLA/TAT In the last full month, what is your organizations TAT compliance for all reports with a Twenty Four (24) Hour SLA/TAT QUALITY ASSURANCE Quality Assurance Response Does your organization maintain a published Quality Assurance Plan or Program? If Yes, Please provide your Quality Assurance Plan as Exhibit 1 in your response. If No, please provide an Exhibit of no more that 5 typed pages, 1 Margins, 12 point font, explaining how your organization defines, and achieves and assures Quality. Please cover how audits are handled, their frequency and scope. Does your Quality Assurance program include Pre-Delivery Audits? Does your Quality Assurance program include Post -Delivery Audits? Does your Quality Assurance program include Audits for New employees assigned to our account? Does your Quality Assurance Plan include retro-active remedies for identified quality concerns? Does your Quality Assurance Program provide a dedicated Account Manager who serves as a single point of contact for our account? Does your technology platform provide account specific information to assist a Medical Transcriptionist/ Medical Editor (MT/ME) in the tracking and quantification of errors by error-type? Does your solution allow for an account specific style guide to assure that reports are processed according to the customer s individual wishes? Has your organization participated in a KLAS Survey for Medical Transcription Services in the last 2 years? If Yes, provide the year and Overall Quality Score from KLAS below Quality Score 2009 Quality Score What percentage of reports undergoes QA Daily? % What percentage of reports undergoes QA Weekly? % What percentage of reports undergoes QA Monthly? % LABOR AND TRANSCRIPTION Page 17 of 29

18 Labor and Transcription Approximately how many Domestic U.S transcriptionists work on the proposed technology platform? Approximately how many International transcriptionists work on the proposed technology platform? Will you allow multiple transcription services vendors access to your technology platform to produce our reports? Will you dedicate a consistent team of transcriptionist 24 x 7 to our work load? Does Quality impact on compensation for a MT assigned to our work load? If Yes, Explain how here: Can a customer choose to have Domestic Labor Only assigned to their account? Is your organization currently ranked by KLAS for transcription services? If Yes, to the right please indicate your overall ranking (example 1 st out of 15 vendors) Will a subcontractor be used to provide transcription/editing services on our account? Are subcontractors optional? With respect to International services does your company utilize at-home employees, MT s, QA personnel or Other? TECHNOLOGY PLATFORM Technology Platform General What is the Brand Name of the technology platform you are proposing? How many production accounts are utilizing this technology platform? How many contracts were signed in 2009 for the proposed technology platform? What is the annual number of lines processed on the proposed technology platform? On average how frequently do you upgrade the proposed platform to a new software version? Has your transcription technology platform been rated in a KLAS Survey in the last 2 years? If Yes, provide the year and Overall Quality Score from KLAS below Quality Score 2009 Quality Score Dictation Capture Do you own the solution and source code for the dictation capture system component being proposed to Erlanger Health System? If No, Please indicate which solution you utilize in the column to the right. Do you offer Dictation Capture as a standard part of your services offering? Do you offer an on premise voice capture server as part of your service offering? Is your dictation capture solution housed in a secured data center? Is this data center one that you provide or is it hosted by a third part company such as Page 18 of 29

19 SunGard or Quest? How long are dictations retained on your dictation platform after the text report has been created? How long can customers access stored dictations (without assistance) after the text report has been created? Does the proposed dictation platform allow for complete touch tone control for all functions customizable per user? Can the dictation capture solution proposed interface with other hospital systems for the initial creation and on going maintenance of the user list for dictation? Does the dictation capture solution share a common data base with the other system components (i.e.. the transcription component, esignature, speech rec)? Is the users list for the dictation capture solution shared with all of the other system components? In other words you enter or delete a new user only once. Does your dictation solution offer listen-line functionality? Can your listen-line be configured to require a password? Can your listen-line be configured to exclude specific worktypes (such as Behavioral Health) for privacy or security reasons? Does your dictation solution have any features to help clinicians improve the accuracy of their demographic input? If Yes, Please describe here. Do you have a desktop-dictation solution optimized for Radiology? Do you have a desktop-dictation solution optimized for HIM? Do you have a smart-phone based dictation product? Can your system enable clinicians to do narrative dictations in the EHR using such methods as partial dictations or hot spot dictations? Transcription/ Editing Do you own the solution and source code for the transcription/editing system component being proposed to Erlanger Health System? If No, Please indicate which solution you utilize in the column to the right. Are dictated Voice Files encrypted during transmission to the MT/ME? Does the transcription solution have built in messaging to promote communication of new information to an MT/ME needed for them to perform their job? Does the transcription solution utilize Microsoft Word for word processing? Are there any limitations for using bullets, numbers, tables or other rich text formatting that effects the final transcribed document? Does your transcription solution have detailed user permissions to regulate access to data and functionality for MTs and administrators? If Yes, Please describe here. Does your transcription client application allow MTs to amend a document if requested Page 19 of 29

20 by the clinician? Does your transcription client application allow MTs to create reports when there is no corresponding audio in the system (e.g., from a clinician s handwritten note)? What is the Average Number of lines a transcriptionist can produce per hour on your solution? Does your transcription client application have specific features designed to improve the efficiency of editing speech recognized drafts? If Yes, Please describe here. Report Pending and Queues Does the proposed transcription solution allow a transcriptionist to direct a report to a pending queue to be reviewed QC personnel? Does the proposed transcription solution permit Quality Assurance auditing? When a job is routed to the pending queue, does the system clearly indicate the reasons the job was pended? Can reports be automatically routed for review based on criteria determined by the facility s administrators? If Yes, are these rules customizable by account? If Yes, are these rules customizable by combinations such as facility and worktype? Does the proposed transcription solution allow for reporting on which reports were sent to a Pending Queue? Can the customer modify any of the Standard reports to meet their needs? Speech Recognition Do you utilize speech recognition and editing as part of services you have proposed to Erlanger Health System? Do you own the solution and source code for the transcription/editing system component being proposed to Erlanger Health System? Do you own the speech recognition engine utilized in your proposed solution? If No, which company provides your speech recognition engine? Can you pre-load previously transcribed reports into your solution to train the speech engine on the correct formatting of documents? Does your speech recognition solution learn individual dictator speech patterns? Does your speech recognition solution learn individual dictator report formats? Does your speech recognition solution learn through typed edits performed by the editor? What percentage of dictation will be speech recognized by the end of year one? % Does your speech recognition solution build individual speech models for each clinician? Does your speech recognition solution have any special advantages to recognize doctors whose first language is not English? Page 20 of 29

21 Does your speech recognition solution require the customer to purchase any special hardware or software licenses? What is the average number of lines an editor can process per hour using backend speech and editing tools built into the proposed solution? Was your Speech Recognition solution reviewed by KLAS survey last year? If Yes, what was your KLAS ranking? What is the total annual volume of lines edited on the solution proposed? Do you offer a Front End Speech recognition that can integrate with an Electronic Health Record (EHR) solution? If Yes, does your solution allow you to utilize Front End Speech Recognition in any field that allows user input via a keyboard? Interfaces Do you own the solution and source code for the Interfacing solution component being proposed? If No, which company and application you utilize for interfacing? Do Interfaces meet HL7 standards If No, Please explain exceptions here: Can your document interfaces support Rich Text Format? What message types do you process, (ADT, MDM, ORU, etc ) please list below: List the message types that you process here: What event types (AO1, AO4, AO3) are processed and what event types are required? Answer here: Explain below how you propose interfaces connect for both inbound and outbound, as client, as server, HTTP, FTP, via IP and Port etc Answer here: Do interfaces use standard ACK/NAK protocols If No Explain here: Do your interfaces have resend capabilities? Does your proposal include test interfaces? Is there any additional charge for test interfaces? If Yes, please enter the cost to the right. Do the test interfaces stay in operation after the implementation has been completed? Electronic Signature Do you offer an Electronic Signature Solution? Do you own the solution and source code for your Electronic Signature application? If No, Please provide the name of the company and application you provide in the column to the right. Is your Electronic Solution Web based? If so, which Web browsers and versions are supported? Page 21 of 29

22 Do you provide training as part of your Electronic Signature roll out? If Yes, please detail the training offerings and the associated costs. Please detail the cost for using your Electronic Signature product. Indicate to the right Routing and Distribution Do you own the solution and source code for the Routing and Distribution solution component being proposed? If, No Please enter the company name and application you use in the column to the right. Can Print and Fax jobs be routed to separate print and fax queues at different sites/hospitals/clinics? Does the proposed routing solution allow for distribution auditing? Does the proposed routing solution allow for auto resend of undelivered reports? Does the proposed routing solution allow for manual resend of undelivered reports? Does the proposed distribution system have any functionality to consolidate and minimize the number of print and fax templates in the system? Does the proposed routing solution share a user data base with the other system components? Does the proposed routing solution include any hardware or software that is installed and maintained on the client s network domain? If Yes, Explain the nature of this on site equipment here: Management Reporting Do you own the solution and source code for the Management and Reporting component being proposed? If, No Please enter the company name and application you use in the column to the right. Does the proposed solution include a standard set of Management Reports? Does the Management Application allow for work groups based on author, facility, and document type? Are all the components of the proposed solution managed through a single administrative application? Does the proposed system include reports that provide demonstrable productivity metrics for the speech recognition engine and editing productivity? Does your service include consultation with an Account Manager who understands our workflow and is experienced in explaining the Management reports? System Access and Administration What data base application is utilized for the proposed solution? Does the vendor administrate the proposed solution as part of the services agreement? Page 22 of 29

23 Does the client maintain an active backup of the production system? Please describe here the functions performed by the System Administrator: System Monitoring and Alerts Does the proposed solution include active 24x7x365 monitoring off the Dictation capture solution component? Does the proposed solution include active 24x7x365 monitoring off the Speech Recognition solution component? Does the proposed solution include active 24x7x365 monitoring off the Transcription/Editing solution component? Does the proposed solution include active 24x7x365 monitoring off the Interface component? Does the proposed solution include active 24x7x365 monitoring off the Electronic Signature solution component? Does the proposed solution include active 24x7x365 monitoring off the Routing and Distribution solution component? CLU Natural Language Processing Does your solution have Integration with all major EHR vendors? Extracts Problems, medications, allergies, vital signs and Social habits (drinking/smoking)? Codes information automatically into SNOMED, RXNorm, ICD-9? Provides best-in-class review/sign off application to enable clinicians to verify data before it is consumed by the EHR? Supports front-end speech recognition and background transcription workflow? Supports processing of typed and scanned documents? Supports output formats in XML and HL-7 CDA? Page 23 of 29

24 IMPLEMENTATION AND SYSTEM SUPPORT Implementation How many implementations of the proposed solution have you completed in the last 12 months? Please provide a copy of an Implementation Plan for the proposed Solution as Exhibit 2 In 250 words or less please describe your Implementation methodology? Explain here: # Does the proposed solution include On-Line help? Do you provide any on-site implementation or training support as part of the proposed offering? Do you provide hard copy and electronic implementation materials (technical and end user)? System Support Please Explain below the remote support methods utilized to support any equipment installed on the customer s domain. Explain Remote Access here: Do you provide a 24 x 7 x 365 support number and staff? How frequently are software updates delivered? Does the installation of updates cause any downtime? If Yes, how long typically? Min/Hr. Documentation and Training Is the proposed system configured with a training environment? Do you provide on-site training as part of the services proposed? Do you provide web based training as part of the services proposed? Do you assist the customer in preparing clinicians for any changes your proposed system will bring about? Page 24 of 29

25 HIPAA AND SYSTEM SECURITY HIPAA Is the proposed system HIPAA Compliant with respect to Access Controls? Is the proposed system HIPAA Compliant with respect to Audit Controls? Is the proposed system HIPAA Compliant with respect to Data Authentication? Is the proposed system HIPAA Compliant with respect to Entity Authentication including; unique user IDs and automatic log-off? Is the proposed solution consistent with latest HIPAA guidelines for encryption and authentications? Please describe below how you update the proposed system when an employee who has had access to our account is either reassigned, terminated or voluntarily leaves your organization? Explain Here: Does any HIPAA protected information reside on a production workstation after the dictated voice file has been transcribed and returned to the customer? System Security Is the proposed platform housed in a secure data center? Does the proposed platform offer a failover data center in case of catastrophic failure of the primary site? In 100 words or less please describe below, the Physical Security in place for the proposed system Physical Security: In 100 words or less please describe below, the Software Security in place for the proposed system. Software Security: Page 25 of 29

26 In 100 words or less please describe below, the System Backup and Recovery for the proposed system. Backup and Recovery: Does the proposed solution offer the ability to set priorities for different levels of access to system components, features etc.? Are customers required to use multiple sign-ons to access the different modules/components of the proposed system? Does the proposed system track and make available audits of who attempted to access restricted information? Does the proposed system track and allow audit of password changes? Does the proposed system track and allow audit of creation/deletion of files? Does the proposed system track and allow audit of opening/closing of files? Does the proposed system track and allow audit of administrator actions? Does the proposed system track and allow audit of system operators? Does the proposed system track and allow audit of maintenance/support personnel? Is the proposed solution protected from unauthorized/inadvertent modification? Can the customers Information Systems Department set the intervals for password change to their own specifications? Technical Contacts: Rita K. Bowen, MA, RHIA, CHPS, SSGB (423) or Blackberry or or Pat McDougal, HIM (423) or Purchasing Contact: Jeffrey A. Loy, Procurement Manager (423) or Signature Print Company Address City State Zip Code Page 26 of 29

27 Intent to Quote RFP REF # Please fax this document to the Attention of: Katherine Davis Bid Coordinator Erlanger Health System (423) Fax Contact Person Company Address City State Zip Code Telephone Address Page 27 of 29

28 ERLANGER HEALTH SYSTEM 979 EAST THIRD STREET, SUITE 708 CHATTANOOGA, TN PROPOSER STATISTICAL DATA SHEET The following information is gathered for statistical use only: 1. Type of Business: (Check Appropriate) MANUFACTURING DISTRIBUTION SERVICE 2. List Specific Product Line(s): 3. Type of Ownership: (Check Appropriate) Male White Asian or Pacific Islander American Indian or Alaskan Native Socially & Economically Disadvantaged Minority Business Female African American Hispanic Small Business Enterprise Other: (Please Specify) 4. Explain how you demonstrate your good faith commitment for equal opportunity for Minority Businesses (attach a detailed explanation). Page 28 of 29

29 I, the undersigned, hereby certify that the foregoing statistical information and any attachments hereto are true, accurate, and in accordance with the definitions set forth in this request for proposal to the best of my knowledge, information and belief, and those made on information and belief are believed to be true, accurate, and in accordance with the definitions set forth in this request for proposal. Signature: Print Name: Title: PROPOSER NAME: CORPORATE ADDRESS: CITY: ZIP: STATE: PHONE: For EHS use only: Page 29 of 29