Patient Experience RFP Resources and Information
This resource section includes information on the RFP process to date, including member communications, engagement and consultation, process timelines and transitioning to patient email collection.
Member communication
July 28, 2022: Important Update on the Patient Experience Measurement Solution
June 1, 2022: Patient Experience Measurement - Contract Update and Next Steps
April 4, 2022: Patient Experience Update: Delay in Contract Announcement
February 25, 2022: Modernizing Patient Experience Measurement - Contract Update
December 21, 2021: Updates on New Services, Anticipated Cost, and Timelines
November 26, 2021: RFP Progress Update
October 14, 2021: RFP Progress Update
July 27, 2021: NRC Health End-of-Contract Data Collection Timelines
July 13, 2021: RFP Release Announcement
Member Resources
View the Readiness Checklist of key considerations developed by the OHA to facilitate the onboarding process with the new vendor.
Engagement and Consultation
The OHA's Patient Experience Measurement Procurement Steering Committee works in partnership with the OHA to provide insight and guidance on the procurement process and content for the new contract. The Steering Committee represents OHA member organizations and makes recommendations on behalf of the broader membership.
The OHA's RFP was also informed by feedback from broad and in-depth consultations with member organizations, patients/clients, caregivers and system stakeholders, designed to meet requirements highlighted during the consultation sessions and also reflects market research.
For more information regarding RFP engagement and consultation, please click on the links below:
Procurement Process Focus Group Report (login required)
Patient & Family Advisors Feedback Sessions – Summary (login required)
RFP Process Timelines
A new contract agreement is being developed for the 2022-23 fiscal year. Below is information on the anticipated RFP process timelines.
RFP Process - Anticipated Key Timelines
MILESTONE
| DATE
|
RFP Posted
| July 8, 2021
|
RFP Submission Deadline
| September 1, 2021
|
Evaluation Process
| September 2 – November 1, 2021
|
Identification of Highest Ranked Proponent
| November 2, 2021
|
Contract Negotiations
| November 2021 - April 2022
|
NRC Health End-of-Contract Anticipated Timelines
Longitudinal Surveys |
ACTIVITY
| DATE
|
Final data files due
| April 29, 2022 [NRC will not process
data files submitted after this date]
|
Surveys launched
| May 3 - 5, 2022
|
Data collection ends
| June 27, 2022
|
OHA Facility Level and Overall Final Extracts delivered
| July 15, 2022
|
CIHI submission (for CPES-IC responses collected up to June 27th)
| July 1 - 15, 2022
|
Online reporting access availability
| Until July 31, 2022
|
Catalyst Real-time (RT) Surveys |
ACTIVITY
| DATE
|
All survey administration activities completed
| March 31, 2022
|
Note: Any ad hoc data requests outside of regular quarterly deliverable and online access must be sent
to NRC Health by March 31, 2022.
Patient Email Collection
With the new patient surveying services contract, OHA
members are looking for more timely receipt of survey responses/data, access to
multiple survey modes, and lower-cost options, such as digital survey modes. To
support hospitals, the OHA has developed resources that provide guidance on the
adoption of digital survey modes. Learn
more.
