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Provision of PALS & Complaints Contact Centre Service

ATTAIN HEALTH MANAGEMENT SERVICES LTD

This public procurement record has 1 release in its history.

Award

08 Sep 2026 at 09:46

Award Notice
Summary of the contracting process

NHS Essex Integrated Care Board procured a patient-facing PALS and complaints contact centre service for Essex. The service provides telephone answering, operator and call-centre support (CPV 79510000, with additional classifications for telephone operator and call-centre services). Its purpose is to handle calls and other contacts about patient issues, helping the organisation provide timely responses and support resolution. Delivery is associated with Essex and the East of England. The requirement is a service contract rather than a goods supply or construction project. It is relevant to contact-centre operators, telephone-answering providers and organisations experienced in handling sensitive healthcare, patient advice or complaints enquiries on behalf of public sector bodies.

The procurement is complete and was awarded through a direct award associated with a framework agreement. East of England Ambulance NHS Trust – Commercial Services [CallEEAST] was selected as supplier. The award date was 1 April 2026, and the contract runs from 1 April 2026 to 30 September 2029. The structured award value is £11,406,624, while the procurement description states an estimated new-contract value of £114,066.24 and cumulative spend to date of £39,152. The tender submission deadline was 25 March 2025 at 12:00 UTC. The service was classified as services, and the opportunity was identified as suitable for small and medium-sized enterprises. No lots or separate evaluation weightings are stated.

This award gives competing suppliers a clear view of the capability required for this buyer’s patient-contact work: a dependable telephone-answering and contact-centre operation able to manage PALS and complaints enquiries, record patient issues accurately, and support timely responses and resolution. Credible providers would need trained operators, suitable contact-handling systems, secure processes for sensitive healthcare information, and the capacity to deliver consistent service for an NHS integrated care organisation. Experience in healthcare, patient advice, complaints handling or other regulated public-sector contact environments would strengthen a future proposition. The stated SME suitability indicates that smaller specialist contact-centre businesses could be relevant, particularly where they can demonstrate resilient staffing, quality assurance and effective escalation arrangements.

How relevant is this notice?

Notice Information

Notice Title

Provision of PALS & Complaints Contact Centre Service

Notice Description

The Contracting Authority (NHS Essex Integrated Care Board) has awarded a compliant Call-Off Contract to East of England Ambulance NHS Trust - Commercial Services [CallEEAST] for provision of a PALS & Complaints Contact Centre Service Essex Integrated Care Board (Essex ICB) that will provide PALS and Complaints call handling/contact centre services to facilitate timely effective response and resolution of patient issues. The contract commences 01st April 2026 and expires 30th September 2026. The estimated value of the new contract (PS114,066.24) and the cumulative spend to date (PS39,152). This Contract Award Notice is being published in accordance with the requirements for sub-central contracting authorities, NHS Trusts and NHS Foundation Trusts where the contract value is at least PS30,000 inclusive of VAT in accordance with the Public Contract Regulations 2015, which govern the Framework Agreement his Call-Off Contract is associated with.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-97a73ad6-f4f3-4a17-9c4a-4a126f28e6aa
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/2279cb3c-95a9-461c-ab01-8a4c1aa3bfaa
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Framework
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Other - Direct Award
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79510000 - Telephone-answering services

79511000 - Telephone operator services

79512000 - Call centre

Notice Value(s)

Tender Value
£39,152 Under £100K
Lots Value
Not specified
Awards Value
£11,406,624 £10M-£100M
Contracts Value
Not specified

Notice Dates

Publication Date
8 Sep 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
1 Apr 20265 months ago
Contract Period
1 Apr 2026 - 30 Sep 2029 3-4 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
ATTAIN HEALTH MANAGEMENT SERVICES LTD
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
CHELMSFORD
Postcode
CM1 1QH
Postcode Area
Chelmsford
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH3 Essex
Small Region (ITL 3)
TLH36 Heart of Essex
Delivery Location
Not specified
Local Authority
Chelmsford
Electoral Ward
Moulsham and Central
Westminster Constituency
Chelmsford

Supplier Information

Number of Suppliers
1
Supplier Name

East of England Ambulance NHS Trust - Commercial Services [CallE

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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