VENDOR GRIEVANCE PROCESS

Novation has established a process to address vendor grievances related to the evaluation of products or new technology and to ensure that the appropriate member-driven process is followed.

If a vendor believes that Novation incorrectly determined a contract award or determined that a product did not represent new technology, and did not award a supply contract to that vendor, the vendor must file a grievance in writing via e-mail within 30 days of the product category contract effective date. Upon receipt of a grievance:

1. Novation will respond immediately via e-mail to acknowledge receipt of the grievance, followed by a detailed response within 90 calendar days.
2. The detailed response will include:
   • if applicable, confirmation that supporting documentation regarding "innovative" qualities of product or device was provided by vendor in its bid/RFP response or technology submission
   • if applicable, verification that the technology assessment process was documented and followed in a fair and consistent manner
   • if applicable, information on the use of third-party resources
   • identification of member council(s) or task force that provided guidance regarding the contract award
   • council rationale for the decision
   • Novation action based on grievance
3. The primary Novation member council or task force involved in the award will review the grievance.
4. The recommendation from the primary council or task force will be considered final.

To report noncompliance with the law and Novation’s corporate policies, contact Novation’s Compliance Officer. For anonymous reporting, call our compliance line at (800) 750-4972.

Novation provides this information about health care technology only as a service to VHA and UHC members, product vendors and other interested parties. The posting of such information on this Web site does not constitute any endorsement of the products described here. Individual health care organizations must determine whether these products are appropriate for use in their facilities.