Patient/Citizen Communications & Engagement Solutions

Description

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 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. Lot 1: Lot 1 – Online (Digital) Communication 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. Lot 2: Lot 2 – E-mail The provision of an automated One and Two way Email service Lot 3: Lot 3 – Short Message Service (SMS) The provision of an automated One and Two way mobile messaging (SMS), paging and alerting service. Lot 4: Lot 4 – Interactive Voice Response (IVR) The provision of an automated One and Two way IVR service Lot 5: Lot 5 – Agent Calls The provision of an Agent Calls service based from a Call Centre, providing the ability to make outbound contact and respond to an incoming contact or route the contact to a predefined destination. Lot 6: Lot 6 – Hybrid Mail The provision of on and off-site bulk and traditional hybrid mail. Lot 7: Lot 7 – Surveys and feedback (inc. the Friends and Family Test - FFT) It is recognised that surveys such as FFT will predominantly be Digital First and using Online (Digital) Communication therefore the requirement is for Bidders to provide an automated One and Two way Internet-based online digital communication services such as web based services or smartphone applications. Lot 8: Lot 8 - Two-way workforce communications The provision of an automated One and Two way mobile audio messaging, paging and alerting service. This service is intended to replace outdated workforce communication methods such as Fax Machines and analogue Pagers. Lot 9: Lot 9 - All-in-one Combined Solution and Advisory / Digital Transformation The provision of an automated One and Two way mobile audio messaging, paging and alerting service. This service is intended to replace outdated workforce communication methods such as Fax Machines and analogue Pagers. Additional information: Awarded parties must be awarded to 3+ individual Lots to satisfy the criteria of becoming awarded to Lot 9.