Patient Grievance Workflow Solution RFP-0011708-TECH-2025-AD

The University of Michigan (“University”) seeks proposals from qualified Suppliers of a centralized Patient Grievance & Complaints Workflow solution for managing grievances from intake through resolution. The major goal of this project is to identify a partner that can provide a centralized patient grievance and compliaint workflow solution for managing grievances from intake through resolution. The University of Michigan (“University”) is not liable in any manner or to any extent for any cost or expense incurred by the supplier in the preparation, submission, presentation or any other action connected with proposing or otherwise responding to this RFP. Such exemption from liability applies whether such costs are incurred directly by the supplier or indirectly through the supplier’s agents, employees, assigns or others, whether related or not to the supplier. In submitting a proposal, Supplier agrees that all materials associated with, attached to, or referenced by the submitted proposal will become the property of the University and may be incorporated into a subsequent contractual agreement between the successful supplier and the University in an order of precedence as follows: (1) Contract Terms and Conditions; (2) Statement of Work; and (3) RFP. The University expects to enter into an agreement with the successful supplier for a three (3) year period with an option to extend for an two additional one year periods as mutually agreed upon between the University and the supplier. Response to this RFP confirms an understanding that this is not a contract or offer of business by the University. The University’s standard terms and conditions will apply to the contract as a result of this RFP, and are included as an attachment. BACKGROUND ON THE UNIVERSITY The primary scope of this RFP includes the University of Michigan Health Patient Relations and Clinical Risk (PRCR) department in conjunction with Health Information Technology Services. The mission of the university is to serve the people of Michigan and the world through preeminence in creating, communicating, preserving and applying knowledge, art, and academic values, and in developing leaders and citizens who will challenge the present and enrich the future. With nearly 50,000 undergraduate and graduate students enrolled at 19 schools and colleges on the Ann Arbor campus, the university is highly ranked nationally and throughout the world. The College of Engineering, College of LSA (Literature, Science, and the Arts), and the Ross School of Business are a few of the top choices for students. Michigan Medicine includes the top-ranked U-M Medical School and the University of Michigan Health System, which includes the C.S. Mott Children’s Hospital, Von Voigtlander Women’s Hospital, University Hospital, the Frankel Cardiovascular Center, the Rogel Cancer Center, and Metro Health. Michigan Medicine’s adult hospitals were ranked number 11 in the nation by U.S. News and World Report in 2020-21 and C.S. Mott Children’s Hospital was the only children’s hospital in Michigan nationally ranked in all 10 pediatric specialties analyzed by U.S. News and World Report for 2020-21. The U-M Medical School is one of the nation's biomedical research powerhouses, with total research funding of more than $500 million.