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City of Santa Ana <br />minutes from the conclusion of the run. The conclusion of the run is defined as the moment <br />when the patient has been transferred into the care of hospital/medical staff, the ambulance <br />crew has completed all required documentation, and the ambulance has been restocked and is <br />ready to be placed back in service. At the conclusion of the run, the ambulance crew is to <br />advise the accompanying OCFA personnel that they are ready to return them to their station. <br />If while returning OCFA personnel to their station, the ambulance receives another 9-1-1 <br />emergency call, the ambulance may accept that call for service and take those returning <br />OCFA personnel to the new call at the discretion of the OCFA personnel on board. <br />B. 911 Calls for Service/Referral <br />The 9-1-1 Emergency Transport Ambulances must be able to respond 24 hours a day 7 days a <br />week to all 911 and other emergencies as required. <br />C. Performance <br />Contractor must demonstrate a continuous effort to detect and correct service level <br />performance deficiencies, as determined by the OCFA, and to continuously upgrade the <br />performance and reliability of the EMS system. Clinical and response time performance must <br />be extremely reliable, with equipment failure and human error held to an absolute minimum <br />through constant attention to performance, protocol, procedure, performance auditing, proper <br />management oversight, employee training, continuing education, and prompt and definitive <br />service level corrective actions plans. <br />D. Conflict of Interest <br />Proposers must certify that they are not, and will not be, violating either directly or indirectly <br />any conflict of interest statute, rule, or regulation by their performance of the services <br />described herein. <br />E. Complaints <br />Contractor must immediately notify the OCFA in writing of any complaints, inquiries, or <br />investigations initiated by OCEMS, the California Emergency Medical Services Authority, <br />and/or any other federal, state, or local regulatory agency regarding Contractor's services <br />performed pursuant to the Contract Documents, including but not limited to: level of service; <br />service delivery; service quality; billing practices; medical training; and personnel. Nothing <br />Phase 2 RFP: Emergency Ambulance Transportation and Related Services Page 1 43 <br />June 14, 2012 <br />25F-62