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j1 <br />-- City of Santa Ana <br />C. Performance <br />Contractor must demonstrate a continuous effort to detect and correct service <br />level performance deficiencies, as determined by the OCFA, and to <br />continuously upgrade the performance and reliability of the EMS system. <br />Clinical and response time performance must be extremely reliable, with <br />equipment failure and human error held to an absolute minimum through <br />constant attention to performance, protocol, procedure, performance auditing, <br />proper management oversight, employee training, continuing education, and <br />prompt and definitive 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 <br />or indirectly any conflict of interest statute, rule, or regulation by their <br />performance of the services described herein: <br />E. Complaints <br />Contractor must immediately notify the OCFA in writing of any complaints, <br />inquiries, or investigations initiated. by OCEMS, the California Emergency <br />Medical Services Authority, and/or any.other federal, state, or local regulatory <br />agency regarding Contractor's services performed pursuant to the Contract <br />Documents, including but- not limited to: level of service; service delivery; <br />service quality; billing practices; medical training; and personnel. Nothing in the <br />Contract %Documents shall be construed as superseding the authority of <br />OCEMS'or any,. other duly empowered regulatory agency from separately <br />and/or concurrently exercising its authority to provide regulatory oversight and <br />to take action to ensure that emergency ambulance response services are <br />administered according to law. <br />F. HIPAA Business Associate Assurances <br />Effective April 14, 2003, or such other implementation date established by law, <br />to the extent that the parties have a "business associate" relationship, the <br />City of Santa Ana Page 152 <br />Fire/EMS Emergency Ambulance Transportation and Related Services <br />Request for Proposals: # 18-059 <br />August 28, 2018 <br />flpllx L <br />