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Friends and Family Test - Patient Experience

Mid and South Essex NHS Foundation Trust

This public procurement record has 5 releases in its history.

Award

26 Aug 2026 at 12:55

UK7 - Contract Details Notice
Award

23 Jul 2026 at 14:57

UK6 - Contract Award Notice
Tender

22 Apr 2026 at 10:57

UK4 - Tender Notice
PlanningUpdate

28 Nov 2025 at 11:10

UK2 - Preliminary Market Engagement Notice
Planning

27 Nov 2025 at 16:06

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Mid and South Essex NHS Foundation Trust procured a patient experience feedback service for the NHS Friends and Family Test. The service gives people using NHS services an opportunity to provide feedback on their experience, using an enhanced messaging service. Delivery covers Essex. The requirement is for a managed communications and feedback solution rather than general clinical services, so relevant suppliers are those providing patient engagement, messaging, survey, feedback or related digital services to healthcare organisations. The Trust is the buyer and the service is intended to support how it gathers and uses patient experience information across its services. The procurement was treated as a services requirement and covered one lot.

The procurement has been awarded and the contract has been signed. It used an open procedure. The estimated tender value was £500,000 excluding VAT (£600,000 including VAT). Rate My Care Ltd was awarded the contract on 23 July 2026 for £255,000 excluding VAT (£306,000 including VAT). Eight bids reached the final stage, including one from an SME. The contract was signed on 26 August 2026 and runs from 1 September 2026 to 31 August 2029, with two optional 12-month extensions available, allowing a maximum period to 31 August 2031. Tenders were evaluated on technical requirements at 60%, commercial assessment at 30% and social value at 10%.

This award indicates established demand from an NHS foundation trust for a patient feedback and engagement service delivered through enhanced messaging. A credible future competitor would need a reliable platform for collecting Friends and Family Test responses, supporting patients to submit feedback easily, and providing the Trust with usable patient experience information. Strong technical performance would be central, given the emphasis placed on technical requirements in the evaluation. Suppliers should also be able to present a competitive commercial model and demonstrate meaningful social value, rather than relying on price alone. Experience of NHS or comparable healthcare environments, secure handling of patient-related information, dependable messaging delivery and the operational capacity to support Trust-wide use would strengthen a future response.

How relevant is this notice?

Notice Information

Notice Title

Friends and Family Test - Patient Experience

Notice Description

The NHS Friends and Family Test (FFT) is an important tool to help people who use NHS services have the opportunity to provide feedback on their experience.

Lot Information

Lot 1

Renewal: two (2) twelve (12) month extension periods

Planning Information

Mid and South Essex NHS Foundation Trust are interested to understand what solutions or delivery models might be possible, and how the market could help us achieve the intended outcomes for Friends and Family Test. We are not seeking detailed proposals or formal commitments, we would like to invite suppliers to share ideas, innovations, and approaches for how the requirement outlined in the attached document could be met. To obtain further information, including all documentation, please follow these steps: 1. Log in to the supplier portal at https://health-family.force.com/s/Welcome 2. Locate the opportunity using  3. Click Register Interest C404521

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05ea77
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/081266-2026
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
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

64 - Postal and telecommunications services

CPV Codes

64212200 - Enhanced Messaging Service (EMS) services

Notice Value(s)

Tender Value
£500,000 £500K-£1M
Lots Value
£500,000 £500K-£1M
Awards Value
£255,000 £100K-£500K
Contracts Value
£255,000 £100K-£500K

Notice Dates

Publication Date
26 Aug 2026Today
Submission Deadline
20 May 2026Expired
Future Notice Date
12 Dec 2025Expired
Award Date
23 Jul 20261 months ago
Contract Period
1 Sep 2026 - 31 Aug 2029 3-4 years
Recurrence
2031-07-01

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Mid and South Essex NHS Foundation Trust
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BASILDON
Postcode
SS16 5NL
Postcode Area
Southend-on-Sea
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH3 Essex
Small Region (ITL 3)
TLH37 Essex Thames Gateway
Delivery Location
TLH3 Essex
Local Authority
Basildon
Electoral Ward
Langdon Hills
Westminster Constituency
South Basildon and East Thurrock

Supplier Information

Number of Suppliers
1
Supplier Name

Rate My Care 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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