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Future of Patient Feedback : A Roadmap For Measurement, Insight and Improvement

NHS England

This public procurement record has 5 releases in its history.

Award

14 Aug 2026 at 14:41

UK7 - Contract Details Notice
Award

08 May 2026 at 15:57

UK6 - Contract Award Notice
TenderUpdate

23 Jan 2026 at 08:35

UK4 - Tender Notice
Tender

15 Jan 2026 at 14:49

UK4 - Tender Notice
Planning

30 Jul 2025 at 10:43

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

NHS England commissioned a national patient-feedback research and service-design project for the NHS in England. The work covers understanding user needs, exploring feasible design options, and identifying constraints and dependencies before designing a holistic model for patient feedback. The model is intended to make the collection, processing and dissemination of feedback data purpose-driven, cohesive and effective, supporting improvement across NHS services. The supplier must also produce an implementation roadmap showing how to move from the current position to the future model. This is a services opportunity, classified as social research services (CPV 79315000), with delivery focused across England rather than at a single local site.

The procurement has been awarded and the contract has been signed. NHS England used a single-lot open procedure. Three bids were received, with three reaching the final stage. Evaluation weighted technical quality at 60%, commercial value at 30% and social value at 10%; economic and technical selection requirements applied. The contract was awarded to The Kings Fund on 7 May 2026 for £395,000 excluding VAT (£470,000 including VAT). The contract was signed on 13 August 2026 for £395,001 excluding VAT (£474,001 including VAT), running from 14 August 2026 to 13 August 2027, with a possible extension to 12 November 2027. The earlier tender closed on 9 February 2026, and the award decision was due by 2 April 2026.

This procurement demonstrates NHS England demand for evidence-led patient-feedback strategy, social research and national health-service improvement. A credible future supplier would need to combine user research with service design, understand how feedback is collected, processed and disseminated across complex NHS systems, and turn findings into a practical implementation roadmap. The evaluation shows that technical capability was more important than price, while social value also formed part of the decision. Relevant organisations are likely to be established research, consultancy or improvement specialists able to work at national scale, manage stakeholder and user needs, analyse constraints and dependencies, and produce both a coherent operating model and deliverable transition plan.

How relevant is this notice?

Notice Information

Notice Title

Future of Patient Feedback : A Roadmap For Measurement, Insight and Improvement

Notice Description

By developing an understanding of user needs across the NHS, exploring feasible design options, and identifying constraints and dependencies, this project aims to design a national, holistic model for patient feedback across the NHS in England. The model will set out an overview of how the NHS collects, processes and disseminates feedback data that is purpose driven, cohesive, effective and designed to support improvement. In addition to the model design, the project will produce an implementation roadmap to support the transition from the current state to the future state.

Planning Information

Request for Information via https://health-family.force.com/s/Welcome

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0568b7
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/077740-2026
Current Stage
Award
All Stages
Planning, Tender, Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79315000 - Social research services

Notice Value(s)

Tender Value
£400,000 £100K-£500K
Lots Value
£400,000 £100K-£500K
Awards Value
£395,000 £100K-£500K
Contracts Value
£395,001 £100K-£500K

Notice Dates

Publication Date
14 Aug 20261 weeks ago
Submission Deadline
9 Feb 2026Expired
Future Notice Date
22 Sep 2025Expired
Award Date
7 May 20263 months ago
Contract Period
14 Aug 2026 - 13 Aug 2027 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active, Pending
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NHS England
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SE1 8UG
Postcode Area
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI45 Lambeth
Delivery Location
Not specified
Local Authority
Lambeth
Electoral Ward
Waterloo & South Bank
Westminster Constituency
Vauxhall and Camberwell Green

Supplier Information

Number of Suppliers
2
Supplier Names

Kings Fund

The Kings Fund

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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