---
title: "Provision of PALS & Complaints Contact Centre Service"
ocid: "ocds-b5fd17-97a73ad6-f4f3-4a17-9c4a-4a126f28e6aa"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-97a73ad6-f4f3-4a17-9c4a-4a126f28e6aa"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-97a73ad6-f4f3-4a17-9c4a-4a126f28e6aa.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-97a73ad6-f4f3-4a17-9c4a-4a126f28e6aa.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "ATTAIN HEALTH MANAGEMENT SERVICES LTD"
published: "2026-09-08"
---

# Provision of PALS & Complaints Contact Centre Service

Buyer: ATTAIN HEALTH MANAGEMENT SERVICES LTD  
Current stage: Award  
OCID: ocds-b5fd17-97a73ad6-f4f3-4a17-9c4a-4a126f28e6aa

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## Summary

NHS Essex Integrated Care Board procured a patient-facing PALS and complaints contact centre service for Essex. The service provides telephone answering, operator and call-centre support (CPV 79510000, with additional classifications for telephone operator and call-centre services). Its purpose is to handle calls and other contacts about patient issues, helping the organisation provide timely responses and support resolution. Delivery is associated with Essex and the East of England. The requirement is a service contract rather than a goods supply or construction project. It is relevant to contact-centre operators, telephone-answering providers and organisations experienced in handling sensitive healthcare, patient advice or complaints enquiries on behalf of public sector bodies.

The procurement is complete and was awarded through a direct award associated with a framework agreement. East of England Ambulance NHS Trust – Commercial Services [CallEEAST] was selected as supplier. The award date was 1 April 2026, and the contract runs from 1 April 2026 to 30 September 2029. The structured award value is £11,406,624, while the procurement description states an estimated new-contract value of £114,066.24 and cumulative spend to date of £39,152. The tender submission deadline was 25 March 2025 at 12:00 UTC. The service was classified as services, and the opportunity was identified as suitable for small and medium-sized enterprises. No lots or separate evaluation weightings are stated.

This award gives competing suppliers a clear view of the capability required for this buyer’s patient-contact work: a dependable telephone-answering and contact-centre operation able to manage PALS and complaints enquiries, record patient issues accurately, and support timely responses and resolution. Credible providers would need trained operators, suitable contact-handling systems, secure processes for sensitive healthcare information, and the capacity to deliver consistent service for an NHS integrated care organisation. Experience in healthcare, patient advice, complaints handling or other regulated public-sector contact environments would strengthen a future proposition. The stated SME suitability indicates that smaller specialist contact-centre businesses could be relevant, particularly where they can demonstrate resilient staffing, quality assurance and effective escalation arrangements.

## Notice

The Contracting Authority (NHS Essex Integrated Care Board) has awarded a compliant Call-Off Contract to East of England Ambulance NHS Trust - Commercial Services [CallEEAST] for provision of a PALS & Complaints Contact Centre Service Essex Integrated Care Board (Essex ICB) that will provide PALS and Complaints call handling/contact centre services to facilitate timely effective response and resolution of patient issues. The contract commences 01st April 2026 and expires 30th September 2026. The estimated value of the new contract (PS114,066.24) and the cumulative spend to date (PS39,152). This Contract Award Notice is being published in accordance with the requirements for sub-central contracting authorities, NHS Trusts and NHS Foundation Trusts where the contract value is at least PS30,000 inclusive of VAT in accordance with the Public Contract Regulations 2015, which govern the Framework Agreement his Call-Off Contract is associated with.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/2279cb3c-95a9-461c-ab01-8a4c1aa3bfaa |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - Direct Award |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 1 Apr 2026 |
| Contract period | 1 Apr 2026 - 30 Sep 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £39,152 |
| Lots value | Not specified |
| Awards value | £11,406,624 |
| 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 | ATTAIN HEALTH MANAGEMENT SERVICES LTD |
| Locality | CHELMSFORD |
| Postcode area | Chelmsford |
| Postcode | CM1 1QH |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH3 Essex |
| ITL 3 | TLH36 Heart of Essex |
| Local authority | Chelmsford |
| Electoral ward | Moulsham and Central |
| Westminster constituency | Chelmsford |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | East of England Ambulance NHS Trust - Commercial Services [CallE |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre

## Release History

- 8 Sep 2026 at 09:46 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/2279cb3c-95a9-461c-ab01-8a4c1aa3bfaa

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/2279cb3c-95a9-461c-ab01-8a4c1aa3bfaa
  8th September 2026 - Awarded contract notice on Contracts Finder

## 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-b5fd17-97a73ad6-f4f3-4a17-9c4a-4a126f28e6aa. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-97a73ad6-f4f3-4a17-9c4a-4a126f28e6aa.json.