RFP-Setting Up & Starting Call Center to Deliver Patient Tele-Counselling & Support in Patient Management to achieve objectives of Pilot Program

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RFP - Setting up and starting a Call Center to deliver Patient tele-counselling and support in Patient Management to effectively and efficiently achieve objectives of the Pilot Program – An Integrated Approach Towards Early Diagnosis and Care for TB Patients in the Private Sector

About the Organization:

William J. Clinton Foundation was established in India to promote high quality medical care and treatment for people living with HIV/AIDS, and effective care and treatment of children suffering from malnutrition, diarrhoea, pneumonia, and malaria. WJCF’s solution-oriented approach focuses on improving market dynamics for medicines and diagnostics; lowering prices for treatment; accelerating access to lifesaving technologies; and helping governments build the capacity required for high-quality care and treatment programs.

Background

Engaging the private sector effectively is crucial to achieving universal access to quality diagnosis and treatment for Tuberculosis. In partnership with STOP TB Partnership, William J Clinton Foundation aims to implement an integrated approach towards early diagnosis and care for TB patients in the private sector. The project is proposed to be implemented in Durg, with a large base of private providers. The project expects to improve TB notifications by 108% and to reduce diagnostic delays through an integrated model of engagement with all types of private providers.

Objectives of Contracting

The purpose of this RFP is to outsource a Call centre agency that has a team of Tele-counsellors (TCs) who will follow up with non-availed voucher patients and deliver Patient Counselling & Support for TB patients. The following key objectives should be addressed by the Call centre agency, for executing program goals:

• Hiring Tele-counsellors for the project
• Training & orientation of Tele-counsellors
• Maintaining database of patients and their information in Patient Management System: an interface of WJCF for tracking patient journey and entering patient data
• Verification and validation of Patient information
• Support in activating, using and tracking the vouchers for diagnostic tests, doctor consultation and drugs
• Reminder calls to monitor and increase adherence to treatment by patients
• Ability to scale up and scale down the agents depending upon the overall call load
• Ensure patients meet successful outcome I.e., complete treatment of TB disease
• Regular reports of patient journey & outcomes in reporting formats and dashboards designed by Program Staff

Scope of Work:

Nikshay and the project’s data systems for voucher management and patient counselling will be used to track the patient’s journey. All information regarding tests conducted or government FDCs provided through the project will be recorded against the patient. The scope of services includes:

• Project Setup & Orientation: The agency needs to learn about the project, which includes project set-up, process flow, activities delivered by the project, logical framework and monitoring & evaluation plan of the project. WJCF will orient the agency on the project. The agency will submit an action plan for meeting the objectives of the project.
• Tele-counsellors’ Hiring & Training: Once the orientation has been completed and action plan approved by WJCF, the agency shall start the recruitment of the Tele-counsellors. Profiles of shortlisted TCs must be shared with WJCF. On approval by WJCF, the TCs can be finalised by the agency. One-time training of Tele-counsellors’ will be conducted by WJCF Program team on  process flow, support for voucher tracking, patient counselling, reminder calls & data reporting on Patient Management System & Nikshay. Follow-up trainings might also be required after project implementation starts.
• Data confidentiality and protection: The agency should be GDPR compliant and ensure patient data ownership remains with WJCF. The agency will only process personal data in accordance with instructions of WJCF and treat it as confidential.
• Implementation & Reporting: The selected agency will be required to regularly update patient data on the systems and send weekly reports of performance in formats prescribed by the WJCF Program team.

Roles, Responsibility and Hiring Criteria for Tele-counsellors

The Tele-counsellors will have the following key responsibilities:

• Monitor patients along their treatment journey (CXR screening, GP/Specialist consultation, Gene Xpert testing, timely FDC refills and adherence) to prevent drop-offs
• Coordinate with patients for the redemption of vouchers and linkages to CXR, Gene Xpert testing & FDC drugs
• Support providers to notify cases
• Patient counselling and ongoing patient engagement
• Timely payment of incentives to providers for referrals (Pharmacist/AYUSH), notifications (GP/Specialist) and FDC dispensation (Pharmacists)

The Tele-counsellors should meet the following requirement:

• Graduates
• 2+ years’ experience as tele-counsellors/ in customer care
• Experience in Pharma/ Patient care projects will be preferred
• Command in Hindi and English language
• Knowledge of computer & basic excel data entry skills
• Empathy and good communication skills
• Knowledge of local language: Chhattisgarhi will be preferred

Eligibility Criteria

• The bidder should be a Company registered in India under the Companies Act 1956 or a partnership registered under the India Partnership Act 1932 with their registered office in  India for the last three years. Certificate of Incorporation, Copies of Articles of Association (in case of registered firms), Byelaws and certificate of registration (in case of registered cooperative societies), Partnership deed (in case of partnership firm) /summary for partnership should be submitted.
• To confirm in Yes or No, whether it falls under the Micro, Small and Medium Enterprises Development Act, 2006. If yes, a copy of the Registration Certificate must be provided to WJCF. Further, keep informed to WJCF whether there is any change of the status of the company.
• The bidder should have a GST registration, as applicable and carry a valid PAN. Copy of PAN and GST registration certificate, as applicable, should be submitted.
• An undertaking (self-certificate) that the bidder hasn’t been blacklisted by a central / state Government institution and there has been no litigation with any government department on account of similar services
• Statutory Auditor’s Certificate and financial statements for the last three financial years (i.e., 2017-18, 2018-19, and 2019-20) that provides the information as per the specific requirements of eligibility criteria. OR Financial Statements duly certified by the chartered accountant. OR Self-certification by the authorized signatory of the RFP mentioning the Annual Turnover for the last three years supported by financial statements or Annual Auditor Reports (for. FY 2017-18, FY 208-19, FY 2019-20) clearly indicating the annual turnover.
• Unaudited financial statements certified by the Company auditor for the latest year i.e., 2019- 20 (in case the auditor certified statement for 2019-20 is not available). Please note, for companies who complete their financial cycle after March and cannot produce the 2019-20 financials yet, 2016-17, 2017-18 and 2018-2019 financials should be submitted currently for consideration. These companies will have to submit their 2019-20 financial statement at the time of RFP submission.
• Relevant experience details for a maximum of 3 contracts of similar nature and relevant to this RFP in the last 3-year period should be submitted
• Copy of Contract/Work Order.
• Copy of completion certificate or letter from authorized client representative stating completion of scope of services in case of completed projects or stating timely delivery of services from scope in case of ongoing project.
• Details of the agencies for whom the above assignments were carried out and contact details of those directly involved with phone numbers should be provided.

The proposal must be submitted electronically at the email id indiaprocurement@clintonhealthaccess.org latest by 14th December 2020 by 23:59 IST.

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