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Patient/Carer Feedback Service

The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)

This public procurement record has 1 release in its history.

Tender

18 Dec 2025 at 09:19

Tender Notice
Summary of the contracting process

The procurement process is being conducted by The Common Services Agency, commonly known as NHS National Services Scotland (NSS), in the role of the buyer. The tender, titled "Patient/Carer Feedback Service," falls under the IT services industry category, specifically consulting, software development, Internet, and support. The geographic focus of the procurement is in the UK region, particularly Scotland. This tender is currently in the active tender stage, with significant dates including the tender end date on 23 January 2026, at 12:00 PM. The procurement method being used is an open procedure, which allows for competitive submissions of bids electronically. This procurement aims to develop a website for NHS Scotland to facilitate patient and carer feedback, with an emphasis on community benefits.

This tender presents substantial opportunities for businesses specialising in IT services, particularly those with capabilities in software development and online platforms. Companies equipped to deliver consulting and support services, as well as those experienced in implementing and managing community feedback systems, would find this an advantageous opportunity. Additionally, firms with a strong background in delivering e-Government services or healthcare IT solutions, complying with required standards such as Cyber Essentials and ISO certifications, are well-suited to compete. The project involves a contract with a value of £1,000,000 and includes ongoing training and support obligations, ideal for businesses seeking to expand their presence in public sector healthcare IT services.

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Notice Information

Notice Title

Patient/Carer Feedback Service

Notice Description

NHS NSS is acting on behalf of the Scottish Government's Healthcare Quality and Improvement Division in procuring the appropriate technology and services to create a Patient/Carer feedback website for NHS Scotland.

Lot Information

Lot 1

NHS NSS is acting on behalf of the Scottish Government's Healthcare Quality and Improvement Division in procuring the appropriate technology and services to create a Patient/Carer feedback website for NHS Scotland using the Open procurement process. The Scottish Government supports a culture of learning, openness and transparency in NHS Scotland that welcomes feedback, both positive and negative, from people using services and then uses that feedback to drive and inform improvement. The requirement is for a website that enables people to post their experiences of receiving health and care services publicly online. Although anonymous, the site should record where the person is based (by postcode) and what service they are offering feedback about. The feedback will then be sent by the Service Provider to the appropriate healthcare service manager or clinician for a response or responses, which will be published online alongside the original post. The system will enable any resulting dialogue to be published online in order to share learning and facilitate improvement. The service provider will be expected to provide training and support to organisations, throughout the contract, to encourage best use of feedback in improving services. The service will be available to all fourteen NHS Territorial Boards and certain National Boards and agencies in Scotland. This will be Golden Jubilee National Hospital, NHS 24, Scottish Ambulance Service, Healthcare Improvement Scotland, NHS Education for Scotland, NHS National Services Scotland, and Public Health Scotland) and should include provision to allow other health and social care providers to become registered responders. It should be noted that NHS National Services Scotland and NHS Education for Scotland are due to merge in April 2026 to form NHS Delivery. The service provider will be expected to ensure that registration meets the needs of these newly merged Boards. The site shall record whether each story is posted by a patient, service user, parent/guardian, family member, carer, member of staff, or someone posting on behalf of a patient or carer, and this information shall be made available in reports to registered organisations.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05f884
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/084133-2025
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

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

Notice Value(s)

Tender Value
£1,000,000 £1M-£10M
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
18 Dec 20258 months ago
Submission Deadline
23 Jan 2026Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
EDINBURGH
Postcode
EH12 9EB
Postcode Area
Edinburgh
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM13 City of Edinburgh
Delivery Location
TLM Scotland
Local Authority
City of Edinburgh
Electoral Ward
Drum Brae/Gyle
Westminster Constituency
Edinburgh South West

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

JSON Markdown

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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