--- title: "Patient/Citizen Communications & Engagement Solutions" ocid: "ocds-b5fd17-335c24c0-519c-44e1-a62f-80a4ad70dd93" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-335c24c0-519c-44e1-a62f-80a4ad70dd93" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-335c24c0-519c-44e1-a62f-80a4ad70dd93.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-335c24c0-519c-44e1-a62f-80a4ad70dd93.json" source: "Contracts Finder" current_stage: "Tender" buyer: "NHS SHARED BUSINESS SERVICES LTD (NHS SBS)" published: "2021-06-18" --- # Patient/Citizen Communications & Engagement Solutions Buyer: NHS SHARED BUSINESS SERVICES LTD (NHS SBS) Current stage: Tender OCID: ocds-b5fd17-335c24c0-519c-44e1-a62f-80a4ad70dd93 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-335c24c0-519c-44e1-a62f-80a4ad70dd93) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-335c24c0-519c-44e1-a62f-80a4ad70dd93.json) ## Summary The NHS Shared Business Services Ltd (NHS SBS) is seeking solutions for the Patient/Citizen Communications & Engagement Solutions framework aimed at improving healthcare interactions. The tender, classified under communication and telecommunication services, has a total value of £250 million, with a minimum contract value of £10 million. The tender period will end on 9th July 2021, and the contract is expected to start from 1st September 2021 and last until 31st August 2025. This procurement process follows an open procedure and is intended to enhance communications for the NHS in order to reduce missed appointments and improve patient satisfaction. This tender presents significant opportunities for businesses in the communications and digital services sector, particularly those specialising in customer-focused solutions like online patient portals and self-service functionalities. Small and medium enterprises (SMEs) that can provide innovative communication methods—including digital, phone, mail, and SMS channels—are particularly encouraged to apply. Firms capable of delivering comprehensive engagement solutions that align with the NHS's digitisation agenda could greatly benefit from this initiative, as the framework aims to support enhanced patient pathways and operational efficiency amid increasing demand for healthcare services. ## Notice The objective of the Patient/Citizen Communications & Engagement Solutions Framework is to enhance interactions with citizens 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. 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. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/719bd6ab-fa6a-4da7-9364-6972fb725ad6 | | Notice type | Tender Notice | | Procurement type | Framework | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Other - Other | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 18 Jun 2021 | | Submission deadline | 16 Jul 2021 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 31 Aug 2021 - 31 Aug 2025 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £250,000,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NHS SHARED BUSINESS SERVICES LTD (NHS SBS) | | Locality | SALFORD | | Post town | Manchester | | Postcode | M50 2UW | | Country | England | | ITL 1 | TLD North West (England) | | ITL 2 | TLD3 Greater Manchester | | ITL 3 | TLD34 Greater Manchester South West | | Local authority | Salford | | Electoral ward | Quays | | Westminster constituency | Salford | | Delivery location | Not specified | ## CPV Codes ### Divisions - 32 - Radio, television, communication, telecommunication and related equipment - 64 - Postal and telecommunications services - 72 - IT services: consulting, software development, Internet and support ### 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 ## Release History - 18 Jun 2021 at 15:58 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/719bd6ab-fa6a-4da7-9364-6972fb725ad6 - 9 Jun 2021 at 17:00 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/719bd6ab-fa6a-4da7-9364-6972fb725ad6 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/719bd6ab-fa6a-4da7-9364-6972fb725ad6 18th June 2021 - Opportunity notice on Contracts Finder - https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=38199&B=NHSSBS Full documentation is available on the NHS Shared Business Services EU-Supply e-tendering portal. ## Notice URLs - https://www.sbs.nhs.uk ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. 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