9/27/2019
Managing provider and supplier performance issues
Instruction
Step 1
If appropriate attempt to resolve the performance issue yourself, directly with the provider or
supplier.
If you need to discuss…
then raise the
matter directly with…
the timeliness of a report
the provider
questions about the content of a report
go to step 2
requests for further clarifications or amendment to a report
a client complaint about the services provided by a provider
the supplier
concerns a case owner has about a provider, eg advice,
go to step 2
recommendations, quality of intervention
communication or relationship with a provider that has
become strained
concerns a case owner has about a provider, eg advice,
go to VMS provider
recommendations, quality of intervention, that relate to an IMA
performance
or VIMA
management framework
this process ends
potential or actual fraud
Integrity Services
this process ends
Step 2
Call the provider or supplier and discuss your concerns
If the issue is…
then…
resolved and the provider or supplier makes the
continue to monitor performance
required changes
this process ends
with a provider and not resolved
discuss with your Team
manager/Unit manager
go to Step 3
with a supplier and not resolved
discuss with your Team
manager/Unit manager
go to
Contact supplier to resolve
issue
Step 3
Where you are unable to contact the provider or have serious concerns about the activity completed
by the provider, it may be appropriate for you or your team manager to call the supplier directly to
discuss your concerns.
If the issue is…
then…
resolved and the provider makes the required
continue to monitor performance
changes
this process ends
not resolved
discuss with your Team manager/Unit
manager
go to
Contact supplier to resolve issue
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9/27/2019
Managing provider and supplier performance issues
Contact supplier to resolve issue
Responsibility
Team or unit manager
When to use
Use this instruction when a case owner or other claims management staff member has been
unsuccessful in resolving a performance issue with a provider or supplier.
Instruction
Step 1
Call the supplier to discuss the issue and work on a resolution.
If the
then…
issue
is…
resolved
the Team manager/Unit manager continues to monitor performance
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not
escalate to Supplier Manager. For Vocational Rehabilitation Services and
resolved
Integrated Home and Community Support Services, contact lead supplier
manager for the service.
go to Step 2
Step 2
Prepare a summary in Eos of action taken to date for the supplier manager. This should include
details of communications with the provider and supplier to resolve the issue.
What happens next
Go to
Start contractual performance management
Start contractual performance management
Responsibility
Supplier manager or Lead supplier manager for service
When to use
Use this instruction when a team manager and a case owner have been unsuccessful in resolving a
performance issue with a provider or supplier.
Before you begin
Some specialist services, eg Transport for Independence or Housing Modifications have Subject
Matter Experts who may be able to assist
Instruction
Step 1
Follow the contractual performance management process.
If the issue is about…
then the supplier manager will…
interpretation of the contract expectations
recommend further action by the case owner
go to
Identify and resolve provider
performance issue
contract non compliance and failure of the
arrange to meet the supplier to discuss
supplier to take advice on changes required
corrective action or provide education about
the service
go to step 2
Step 2
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9/27/2019
Managing provider and supplier performance issues
If appropriate create a formal performance improvement plan.
Step 3
If the issue is…
then…
resolved
add a note in Ariba and continue to monitor performance
this process ends
not resolved
consider escalating to Provider Conduct Panel. See Notifying risk of harm
this process ends
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