The OHA is committed to enabling the availability of new cost-effective tools and technologies that foster access to timely data and more effective analysis to help drive improvements in the quality-of-care patients receive.
The following resources have been developed to support hospitals in exploring and procuring the new patient experience measurement solution (Qualtrics XM) available to hospitals through Supply
Chain Ontario Tender 7235 – Data Integration, Visualization and Analytics
(DIVA) Software and Services. Kindly note that members will need to log in to view the resources below.
Hospitals are encouraged to review the frequently asked questions (FAQ) (updated June 2023) as an initial introduction to the VOR-enabled patient experience measurement solution and for details on how to efficiently and successfully work through the Government of Ontario's VOR arrangement.
Exploring and Evaluating the Qualtrics XM Platform
On behalf of the OHA, MD+A Health Solutions and iSecurity have prepared the following resources to support hospitals in their efforts to explore and evaluate the Qualtrics XM platform. The OHA's October 27, 2022 patient experience update bulletin provides additional context.
The Privacy Impact Assessment (PIA) assesses the privacy impact and risks associated with hospitals' use of the Qualtrics XM Platform for digital patient experience measurement in Ontario. The analysis addresses governance and accountability, consent, information management, privacy operations, and risk management. To minimize some of the risks within the PIA, the OHA has prepared a series of Recommended Qualtrics XM Platform Privacy Settings, which will be applied by the implementation support partner as a default setting.
iSecurity has conducted an independent Threat Risk Assessment (TRA) as part of its cybersecurity risk management program. This assessment addresses the confidentiality, integrity, and availability (CIA) of the systems and assets respecting the management and operation of the Qualtrics XM platform and integrated applications.
Procuring the Qualtrics XM Platform
The initial step to procure the Qualtrics XM Platform is to submit a completed Request for Quote (RFQ) to obtain separate quotes from both SAP and Carahsoft (the only DIVA VOR vendors that offer Qualtrics XM). See the FAQ (updated June 2023) for details.
Template Request
for Quote (RFQ): The OHA has streamlined the template available
through Supply Chain Ontario to simplify the process for hospitals to request
quotes from both the DIVA VOR vendors (SAP and Carahsoft) for a Qualtrics XM
license and/or implementation support services to configure the Qualtrics XM
platform for hospital use. Please see the FAQ (updated June 2023), Section B(5), page
21, for guidance. Please see the complete list of standardized patient experience surveying instruments that the OHA has programmed in Qualtrics.
Master Service Agreement Templates
The
OHA has developed the following two templates to assist hospitals with the
contracting process and reaching appropriate terms and conditions to procure
the VOR-enabled patient experience measurement solution. It is expected that
hospitals will conduct their own due diligence review of all terms and
conditions prior to entering into agreements.
- VOR Vendor Cover Agreement Template: This
template has been prepared to support the signatories to execute a contract
with one of the DIVA VOR vendors (SAP or Carahsoft). Once the RFQ has been awarded, hospitals will receive an
order form that specifies the contractual scope
of work which will be attached as one of the appendices to the contract.
Qualtrics General and Privacy Terms Template: Hospitals
that wish to procure a license to the Qualtrics XM platform and/or
implementation support services may attach these terms to the cover agreement (see
above). The terms reflected have been negotiated by the OHA and are compliant
with the Personal Health Information Protection Act (PHIPA), reflect
Qualtrics’ role as an Electronic Services Provider (ESP), and include general
terms and conditions that will meet hospitals’ expectations using the DIVA VOR
template agreement as the starting point for contract negotiations.
NEW - Peer-Hospital Negotiated Qualtrics General and Privacy Terms Template: In
December 2022, Trillium Health Partners (THP) and Shared Services West (SSW)
negotiated and made further amendments to the OHA’s Qualtrics General and
Privacy Terms Template that offer additional options for consideration.
THP and SSW have generously shared their final agreement terms to benefit their
peers. To view the changes made to the OHA’s Qualtrics
General and Privacy Terms Template, see the blackline version.
