Framework launched for pre and post appointment communications tech

A new framework managed by NHS Shared Business Services (NHS SBS) has been launched, to focus on pre and post appointment communications technology.

The Patient/Citizen Communications and Engagement Solutions framework replaces the Communications, Appointments, Reminders & Alert agreement in place, aiming to support NHS organisations with digital tools to improve pathways, communication and appointment management.

It’s hoped the framework will support NHS trusts to procure technology for one and two-way communications for patients and citizens, including channels such as: online communications, email, SMS, interactive voice response (IVR), agent calls, hybrid mail and workforce communications. In addition, NHS trusts can use the framework to commission Friends and Family Test surveys.

Adam Nickerson, Senior Category Manager of Digital and IT, NHS SBS, commented: “With the coronavirus pandemic having added to the complexity of patient appointments and waiting lists, the revised agreement provides NHS organisations with access to market leading communication tools encompassing alerts, reminders and appointment technology that support healthcare professionals to deliver effective and efficient clinical care.

“Critically, with appointment solutions on offer via the framework encompassing traditional communication methods like phone, mail, email and SMS, alongside appointment technology via digital first communication channels such as patient self-service booking solutions, the framework ensures NHS organisations and care providers can be more inclusive of patient preferences by offering them a greater number of ways in which they can interact, make and respond to medical appointments.”

The framework, which has a value of £250 million, has 29 suppliers awarded across nine lots, which include:

  • 4Net Technologies
  • EBO.AI (UK) Ltd
  • Netcall Technology Limited
  • ACF Technologies (UK) Limited
  • FireText Communications Ltd
  • NetSfere
  • Advanced Digital Innovation (UK) Limited
  • Forfront Limited
  • Novacroft
  • BT
  • Forth Communication Ltd
  • Quadient UK Ltd
  • CFH Docmail Limited
  • Fusion Practices Limited
  • Service Level Management Ltd
  • Civica UK Ltd
  • Healthcare Communications UK
  • Synertec Limited
  • Conduent Business Process Solutions
  • Link Mobility
  • Talkdesk, Inc
  • Content Guru
  • MBA Group Ltd
  • Vocera Communications, Inc.
  • Doxim Striata Ltd
  • Medallia, Inc
  • Webpost Ltd
  • DrDoctor
  • Multitone Electronics PLC.

For more information, please visit the Patient/Citizen Communications & Engagement Solutions framework on the NHS SBS website.