ODH 57672 - BOSC-SFY26-27-Complaint Hotline 24/7 Answering Service

The Ohio Department of Health (ODH)  is required to perform intake of complaints against healthcare facilities under its jurisdiction including nursing homes, assisted living facilities, hospitals, and home health agencies.  One method of receiving complaints is via phone.  Currently, ODH staff may occasionally take live calls from complainants but due to an increase in volume and the time-intensive nature of such calls, most calls are directed to voicemail necessitating a return call by staff, and causing a delay in the processing, triage, and potentially the investigation of the complaint.  Further, ODH offices are only open Mon-Fri during business hours resulting in individuals being unable to submit a complaint via phone outside of those times.

To provide a 24/7 answering service for individuals wishing to submit complaints against healthcare facilities under ODH jurisdiction.  This will provide an enhanced level of customer service to the public while  enabling ODH staff to more expeditiously process and triage complaints.

Offerors will need to review the attached RFP ODH #SRC0000034207. Each Offeror must submit a technical proposal and cost proposal as part of its total Proposal before the opening time on the Proposal due date . Further, the Offeror must title the electronic files with “ODH RF Q P #SRC0000034207/DOH57672 - " Proposal”.
RFQ #SRC0000034207/DOH57672 - " Cost Sheet”.
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Award will be made to the Best Valued bid that meets ODH needs.