Buyer's Guide to the Provider Quality Assurance Policy
- The PQAP is an event log that FN uses to track and manage quality events that occur during the course of a WO’s lifecycle.
- Events only hit the PQAP for review when a Buyer completes a certain action within the WO. (Explained further below)
- Once an item is reviewed in the PQAP, an action may be given as a penalty to a Provider for the infraction they committed.
- The chart below shows the basic guidelines we use to determine what type of action will be given to a Provider depending on the type or repetitive nature of the infraction.
- Marketplace Access Restriction means that the Provider is given a temporary restriction of their MP access, and they can only see and request WO’s from Buyers that have them on their preferred list during that suspension period. Once up their access is returned to normal. Therefore it is important that if you do not wish to work with a Provider again, that you BLOCK that Provider from your company (or at least remove them from your Preferred list).
- Profile Deactivation means that a Provider’s profile has been deactivated completely and while their history remains intact they will no longer be able to request or complete work on FN going forward.
When do items hit the PQAP for review?
A problem only hits the PQAP if a Buyer takes one of the following actions:
- Remove a Provider from a WO they are currently assigned to.
- Cancel a Work Order and/or remove the assigned Provider at the same time (entering notes into the text field is very helpful).
- Rates a Provider with 3 stars or lower (entering notes in text field is very helpful).
- Blocks a Provider that is currently assigned to a WO for you.
Why is it important to make sure you are reporting things correctly?
- It is the fastest and most efficient way to alert us of an issue that you had with a Provider.
- Using the steps above to ensure an issue hits the PQAP is the only way we are able to know the full details and then react accordingly.
- Having items hit the PQAP allows us to keep all historical data of the instance and results taken from it.
- Even if an item is small and perhaps doesn’t warrant immediate punishment, having it in the PQAP allows us to track how many “small” events a Provider has recently had to help us determine what actions should be taken.
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