Patient/Citizen Communications & Engagement Solutions

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.