REPORT/RECOMMENDATION TO THE BOARD OF SUPERVISORS
OF SAN BERNARDINO COUNTY
AND RECORD OF ACTION
October 20, 2026
FROM
ANDREW GOLDFRACH, ARMC Chief Executive Officer, Arrowhead Regional Medical Center
SUBJECT
Title
Amendment to Contract with Professional Research Consultants, Inc. for Patient, Employee and Physician Engagement Surveys and Rounding Services
End
RECOMMENDATION(S)
Recommendation
Approve Amendment No. 2 to Contract No. 23-1216 with Professional Research Consultants, Inc., for patient, employee and physician engagement surveys, and rounding services, to add Information Transfer Patient-Reported Outcome Performance Measures Survey services, and provide annual credits to Arrowhead Regional Medical Center, reducing the not-to-exceed contract amount by $51,500, from $2,275,625 to $2,224,125, with no change to the contract term of January 1, 2024 through December 31, 2028.
(Presenter: Andrew Goldfrach, ARMC Chief Executive Officer, 580-6150)
Body
COUNTY AND CHIEF EXECUTIVE OFFICER GOALS & OBJECTIVES
Operate in a Fiscally-Responsible and Business-Like Manner.
Provide for the Safety, Health and Social Service Needs of County Residents.
FINANCIAL IMPACT
Approval of this item will not result in the use of Discretionary General Funding (Net County Cost). Amendment No. 2 will reduce the not-to-exceed contract amount by $51,500, resulting from total credits of $62,500, offset by $11,000 for the Patient-Reported Outcome Performance Measures (Pro-PM) Survey services. Contract costs are funded by State Medi-Cal, federal Medicare, private insurance, and other departmental revenue. Funding sources may change in the future pending any legislative activity related to the repeal and/or replacement of the Affordable Care Act. Adequate appropriation and revenue have been included in the Arrowhead Regional Medical Center (ARMC) 2026-27 budget and will be included in future recommended budgets.
BACKGROUND INFORMATION
ARMC is required by the Centers for Medicare and Medicaid Services (CMS) to provide patients with satisfaction surveys, which measure items such as patient’s satisfaction with medical care, hospital environment, and ease of making appointments or obtaining referrals. Professional Research Consultants, Inc. (PRC) administers the surveys in accordance with CMS guidelines. Feedback from the surveys allows ARMC to identify and improve patient care services and needs.
On November 14, 2023 (Item No. 17), as the result of Request for Proposal No. ARMC123-ARMC-4873, the Board of Supervisors (Board) approved Contract No. 23-1216 with PRC for patient, employee and physician engagement surveys and rounding services, in the amount of $2,249,625, for the contract term of January 1, 2024 through December 31, 2028.
On March 11, 2025 (Item No. 7), the Board approved Amendment No. 1 to Contract No. 23-1216, increasing the contract amount by $26,000, from $2,249,625 to $2,275,625, and adding Psychiatric Inpatient Experience Survey services, with no change to the contract term.
Amendment No. 2 to Contract No. 23-1216 (Contract) with PRC, will allow ARMC to add the CMS required Information Transfer Pro-PM Survey services for outpatient surgery patients. ARMC has maintained a contract with PRC since January 1, 2024, for patient experience and employee and physician engagement surveys and rounding services.
CMS mandates that covered hospital outpatient departments conduct the Information Transfer Pro-PM Survey, beginning on January 1, 2027, to evaluate how well outpatient surgery patients understand their discharge and recovery instructions, including medications, follow-up care, and guidance on daily activities after surgery. The survey is administered to eligible adult patients following outpatient procedures and is used to assess communication effectiveness and patient understanding after discharge.
The survey results will be used to identify opportunities to improve communication, patient education, and care transitions following outpatient surgery. The electronic survey process allows ARMC to efficiently collect and report required data while maintaining compliance with federal quality reporting standards.
The amendment will also clarify the scope of services to reflect PRC’s existing consulting services for physician and employee engagement, patient experience, and rounding. Additionally, the amendment will add Pro-PM Survey services at a total cost of $11,000 and provide annual credits of $62,500, resulting in a net reduction of $51,500 to the Contract amount.
ARMC recommends approval of the amendment to support ARMC’s ongoing commitment to improving patient experience, safety, and quality of care. It is also requested to ensure continued compliance with CMS requirements and to support the County’s goals to provide for the safety, health, and social services needs of County residents.
PROCUREMENT
Not applicable.
REVIEW BY OTHERS
This item has been reviewed by County Counsel (Charles Phan, Supervising Deputy County Counsel, 387-5455) on July 27, 2026; Purchasing (Veronica Pedace, Buyer III, 387-2464) on September 11, 2026; ARMC Finance (Chen Wu, Finance and Budget Officer, 580-3165) on September 25, 2026; and County Finance and Administration (Jenny Yang, Administrative Analyst, 387-4884) on September 29, 2026.