---
title: "Patient/Carer Feedback Service"
ocid: "ocds-h6vhtk-05f884"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05f884"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05f884.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05f884.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)"
published: "2025-12-18"
---

# Patient/Carer Feedback Service

Buyer: THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)  
Current stage: Tender  
OCID: ocds-h6vhtk-05f884

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05f884)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-05f884.json)

## Summary

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.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/084133-2025 |
| 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 |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Dec 2025 |
| Submission deadline | 23 Jan 2026 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,000,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS) |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH12 9EB |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM13 City of Edinburgh |
| Local authority | City of Edinburgh |
| Electoral ward | Drum Brae/Gyle |
| Westminster constituency | Edinburgh South West |
| Delivery location | TLM Scotland |

## CPV Codes

### Divisions

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

### Codes

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

## Release History

- 18 Dec 2025 at 09:19 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/084133-2025

## Notice URLs

- http://www.nss.nhs.scot/browse/procurement-and-logistics
- http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2343
- http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2363
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000818562
- https://www.gov.scot/policies/public-sector-procurement/community-benefits-in-procurement/
- https://www.nss.nhs.scot/procurement-and-logistics/sustainability/access-our-community-benefit-gateway/
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11883
- https://www.publictendersscotland.publiccontractsscotland.gov.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-h6vhtk-05f884. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05f884.json.