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Patient/Citizen Communications & Engagement Solutions

NHS Shared Business Services Ltd (NHS SBS)

This public procurement record has 1 release in its history.

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16 Nov 2021 at 16:31

Award Notice
Summary of the contracting process

NHS Shared Business Services Ltd (NHS SBS) is conducting a tender for the "Patient/Citizen Communications & Engagement Solutions" framework agreement aimed at enhancing communication methods within the NHS and related public sector bodies. This procurement, categorized under services in the communications industry, aims to provide accessible and effective patient engagement solutions through various channels, including digital platforms as well as traditional methods like phone and mail. The tender period ended on 9 July 2021, with the contract officially starting on 1 November 2021 and set to conclude by 31 October 2023. The procurement was conducted using an open procedure, with an awarded contract value of £250 million, and several large suppliers already selected for the framework.

This tender presents significant opportunities for growth, particularly for businesses that specialise in IT services, telecommunications, and patient engagement technologies. Companies equipped to develop or supply solutions that enhance patient communication and reduce appointment no-shows stand to benefit from this lucrative contract. Small and medium-sized enterprises (SMEs) interested in entering the healthcare market may find this framework a viable entry point, particularly those with innovative digital communication tools or traditional messaging services that can meet the NHS's extensive operational needs.

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Notice Information

Notice Title

Patient/Citizen Communications & Engagement Solutions

Notice Description

NHS SBS is seeking to put in place a comprehensive framework agreement for the supply of Patient Communications & Engagement Solutions. The framework aims to provide a simple, effective, efficient, and compliant route to market for the supply of communication methods to engage with patients, citizens and the workforce across NHS organisations and wider public sector bodies. It provides access to communications, alerts, reminders, and appointment technology, through a range of communication channels with Digital First, but ensuring inclusion is maximised by offering traditional methods such as Phone, Mail and SMS. Friends and Family Test (FFT) surveys can also be commissioned. The objective of the Patient/Citizen Communications & Engagement Solutions Framework is to enhance interactions with patients as they access the healthcare system to ensure all patients receive reminders, alerts and support when needed. Switching to a more customer focused solution including online patient portals and patient self-service functionality will lead to more successful patient pathways and experience. The framework is in response to the need within the NHS for better pre and post appointment communications, supporting healthcare professionals to provide effective clinical care while improving clinical efficiency and safety to drive increases in patient satisfaction. The requirement for the NHS to reduce the number of Did Not Attend (DNA) appointments and backlog of missed appointments due to COVID19 whilst delivering better and faster communication in an environment of increasing demand will require an increased capacity whilst working against financial constraints. The NHS needs to work in the most efficient ways possible and maximise value for money in delivering services and through any purchases it makes. The NHS Long Term Plan 2019 outlines the drive for digitisation. To support the delivery of this agenda NHS SBS is seeking to put in place a comprehensive framework agreement for the provision of Patient/Citizen Communications and Engagement Solutions.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-85d19504-24d0-4306-a7fd-674605331fcd
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/1d9c58de-aa03-49ff-9bff-c5d49e1a7c5f
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

32 - Radio, television, communication, telecommunication and related equipment

64 - Postal and telecommunications services

72 - IT services: consulting, software development, Internet and support

CPV Codes

32000000 - Radio, television, communication, telecommunication and related equipment

32260000 - Data-transmission equipment

32500000 - Telecommunications equipment and supplies

32570000 - Communications equipment

32573000 - Communications control system

64000000 - Postal and telecommunications services

64227000 - Integrated telecommunications services

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£250,000,000 £100M-£1B
Contracts Value
Not specified

Notice Dates

Publication Date
16 Nov 20214 years ago
Submission Deadline
9 Jul 2021Expired
Future Notice Date
Not specified
Award Date
14 Oct 20214 years ago
Contract Period
1 Nov 2021 - 31 Oct 2023 1-2 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NHS Shared Business Services Ltd (NHS SBS)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
SALFORD
Postcode
M50 2UW
Postcode Area
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD34 Greater Manchester South West
Delivery Location
Not specified
Local Authority
Salford
Electoral Ward
Quays
Westminster Constituency
Salford

Supplier Information

Number of Suppliers
29
Supplier Names

4net Technologies Ltd

ACF Technologies (UK) Limited

Advanced Digital Innovation (UK) Limited

BT PLC

CFH Docmail Ltd

Civica UK Limited

Conduent Business Process Solutions

Content Guru Limited

Doxim Striata Ltd

ICNH Ltd (t/a DrDoctor)

EBO.AI (UK) LTD

Firetext Communications Ltd

Forfront Ltd

Forth Communication Ltd

Fusion Practices Limited

Healthcare Communications UK Ltd

Infinite Convergence Solutions Inc

Link Mobility

MBA Group Ltd

Medallia Inc

Multitone Electronics Plc

Netcall Technology Limited

Charles Novacroft Direct Limited

Quadient UK Limited

Service Level Management Ltd

Synertec Limited

Talkdesk, Inc

Vocera Communications

Webpost Ltd

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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