---
title: "Patient/Citizen Communications & Engagement Solutions"
ocid: "ocds-b5fd17-85d19504-24d0-4306-a7fd-674605331fcd"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-85d19504-24d0-4306-a7fd-674605331fcd"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-85d19504-24d0-4306-a7fd-674605331fcd.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-85d19504-24d0-4306-a7fd-674605331fcd.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NHS SHARED BUSINESS SERVICES LTD (NHS SBS)"
published: "2021-11-16"
---

# Patient/Citizen Communications & Engagement Solutions

Buyer: NHS SHARED BUSINESS SERVICES LTD (NHS SBS)  
Current stage: Award  
OCID: ocds-b5fd17-85d19504-24d0-4306-a7fd-674605331fcd

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## Summary

NHS Shared Business Services Ltd (NHS SBS) is conducting a tender for the "Patient/Citizen Communications & Engagement Solutions" framework agreement aimed at enhancing communication methods within the NHS and related public sector bodies. This procurement, categorized under services in the communications industry, aims to provide accessible and effective patient engagement solutions through various channels, including digital platforms as well as traditional methods like phone and mail. The tender period ended on 9 July 2021, with the contract officially starting on 1 November 2021 and set to conclude by 31 October 2023. The procurement was conducted using an open procedure, with an awarded contract value of £250 million, and several large suppliers already selected for the framework.

This tender presents significant opportunities for growth, particularly for businesses that specialise in IT services, telecommunications, and patient engagement technologies. Companies equipped to develop or supply solutions that enhance patient communication and reduce appointment no-shows stand to benefit from this lucrative contract. Small and medium-sized enterprises (SMEs) interested in entering the healthcare market may find this framework a viable entry point, particularly those with innovative digital communication tools or traditional messaging services that can meet the NHS's extensive operational needs.

## Notice

NHS SBS is seeking to put in place a comprehensive framework agreement for the supply of Patient Communications & 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. The objective of the Patient/Citizen Communications & Engagement Solutions Framework is to enhance interactions with patients 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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1d9c58de-aa03-49ff-9bff-c5d49e1a7c5f |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 16 Nov 2021 |
| Submission deadline | 9 Jul 2021 |
| Future notice date | Not specified |
| Award date | 13 Oct 2021 |
| Contract period | 1 Nov 2021 - 31 Oct 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £250,000,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| 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 |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 29 |
| Supplier names | 4NET TECHNOLOGIES; ACF TECHNOLOGIES (UK; ADVANCED DIGITAL INNOVATION (UK; BRITISH TELECOMMUNICATIONS; CFH DOCMAIL; CHARLES NOVACROFT DIRECT; CIVICA; CONDUENT BUSINESS PROCESS SOLUTIONS; CONTENT GURU; DOXIM STRIATA; DRDOCTOR; EBO.AI (UK; FIRETEXT COMMUNICATIONS; FORFRONT; FORTH COMMUNICATION; FUSION PRACTICES; HEALTHCARE COMMUNICATIONS; INFINITE CONVERGENCE SOLUTIONS; LINK MOBILITY; MBA GROUP; MEDALLIA; MULTITONE ELECTRONICS; NETCALL TECHNOLOGY; QUADIENT; SERVICE LEVEL MANAGEMENT; SYNERTEC; TALKDESK; VOCERA COMMUNICATIONS; WEBPOST |

## 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

- 16 Nov 2021 at 16:31 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/1d9c58de-aa03-49ff-9bff-c5d49e1a7c5f

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/1d9c58de-aa03-49ff-9bff-c5d49e1a7c5f
  16th November 2021 - Awarded contract 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.
- https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/39
  User / Company

## Notice URLs

- https://www.sbs.nhs.uk

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-85d19504-24d0-4306-a7fd-674605331fcd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-85d19504-24d0-4306-a7fd-674605331fcd.json.