Patient/Citizen Communications & Engagement Solutions
Introduction
The Patient/Citizen Communications & Engagement Solutions Framework, managed by NHS Shared Business Services, is a strategic procurement tool designed to enhance patient interaction within the NHS. Running until 31st October 2025, this framework serves as a structured agreement for the provision of technology-driven communication solutions. It aims to reduce the incidence of missed medical appointments and empower patients by giving them greater control over their healthcare interactions through digital means.
Context & Use Case
This framework is primarily utilised by NHS trusts and other healthcare providers to address the persistent issue of missed appointments, which in 2021/22 accounted for 7.6% of all outpatient appointments. This translates to approximately 650,000 wasted appointment slots each month. By implementing digital solutions, healthcare providers can efficiently manage patient communication, allowing for appointment rescheduling, notifications, and access to medical information through digital channels. This not only aids in reducing appointment no-shows but also enhances patient satisfaction and healthcare outcomes. In line with the NHS's digital transformation goals, the framework supports the increasing shift towards digital interactions, as forecasted by Joe Harrison, the NHSE National Director for Digital Channels.
Scope of Services
The framework is divided into nine distinct lots, each addressing specific communication needs: 1. Digital: Solutions that facilitate digital interactions and communications with patients. 2. Email: Services focused on managing and automating email communications. 3. SMS: Tools for sending reminders and notifications via SMS. 4. IVR: Interactive voice response systems to manage inbound and outbound calls. 5. Calls: Services related to handling patient calls and communications. 6. Hybrid Mail: Solutions that combine digital and traditional mailing methods. 7. Surveys: Tools for conducting patient surveys and gathering feedback. 8. Workforce: Systems that enhance communication within healthcare teams. 9. Combined: Integrated solutions that encompass multiple communication channels.
Who Can Apply
The framework is open to suppliers capable of delivering innovative communication technologies and services within the healthcare sector. Suitable applicants include those who specialise in digital solutions, telecommunications, and patient engagement platforms. This framework does not operate as a Dynamic Purchasing System (DPS), meaning applications are closed after the initial tender process.
Buyer Benefits
Public sector buyers, particularly within the NHS, benefit from this framework by gaining access to pre-approved suppliers offering cost-effective and compliant solutions. The framework facilitates a faster procurement process by providing a structured route to market. It ensures competitive pricing and quality standards, thereby supporting the NHS's commitment to improving patient engagement and operational efficiency through digital means.
Lots
Lot 1: Digital Covers digital communication services. Lot 2: Email Covers email communication services. Lot 3: SMS Covers SMS communication services. Lot 4: IVR Covers interactive voice response services. Lot 5: Calls Covers telephone call services. Lot 6: Hybrid Mail Covers hybrid mail services. Lot 7: Surveys Covers survey services. Lot 8: Workforce Covers workforce communication services. Lot 9: Combined Covers combined communication services.
Next Steps
Suppliers interested in exploring opportunities within the framework should thoroughly review the specific requirements and capabilities needed for each lot. Direct contact with NHS Shared Business Services or the relevant contracting authority is recommended for more detailed information and guidance on engagement.
How Biddable Can Help
Biddable assists suppliers in navigating public sector procurement pathways, including frameworks like the Patient/Citizen Communications & Engagement Solutions. We offer support in discovering relevant opportunities, preparing bids, and maintaining visibility over future procurement pipelines. Our expertise ensures that suppliers are well-equipped to engage with and benefit from suitable frameworks.