NHS Shared Business Services has launched a procurement framework to support NHS trusts procure technology spanning chatbots, SMS messaging, and mail processing.
The framework lists “fully-vetted” suppliers across digital communication, messaging, voice communication, hybrid mail, patient communication and workforce communication.
Kelly Harris, senior category manager, NHS SBS commented: “Using a framework agreement like ours enables all public sector organisations to swiftly and compliantly procure reliable and cost-effective ways of communicating with their patients, staff and service users.”
The framework agreement consists of seven lots:
- Lot 1: Digital communication, including the provision of automated one and two way internet-based communication services such as portals, smartphone apps and email.
- Lot 2: Messaging, including the provision of automated one and two way digital messaging, SMS, digital paging and alerting.
- Lot 3: Voice Communication, including the provision of an agent calls service based in a call centre and interactive voice response, including intelligent call routing and patient self-service.
- Lot 4: Hybrid mail, including the provision of on or off site bulk mail, both traditional and electronic.
- Lot 5: Patient/citizen experience, including the provision of surveys and feedback analysis and data collection.
- Lot 6: Workforce communication, including the provision of one and two way audio messaging, digital paging and alerting services.
- Lot 7: Combined solutions.
Currently, 25 suppliers are listed on the framework.
Wider trend: patient engagement
For a HTN Now panel discussion on advancing patient engagement with communication tech and patient portals, we were joined by experts including Jothi Vasan-O’Leary, medical information officer and outpatient clinical lead (GIRFT) at University Hospitals of Derby and Burton; Daniel Parkinson, digital IT project manager at Leeds Teaching Hospitals; Sally Mole, senior digital programme manager – digital portfolio delivery team at The Dudley Group; and Emma Stratful, chief operating officer at OX.DH.
Bradford Teaching Hospitals NHS Foundation Trust has introduced a collection of virtual access guides through AccessAble, providing patients with support on routes and facilities within Bradford Royal Infirmary. Using 360-degree virtual imagery, the system allows users to “explore hospital departments and wards in advance” through an interactive interface, with the aim to support patients, visitors and staff who have “a wide range of access needs”. Users are given a map of the hospital and can select from a number of areas to explore, with the tool offering key information on drop-off points, accessible toilets and seating areas.
South London and Maudsley NHS Foundation Trust has shared its upcoming digital and data strategy, along with key targets to determine its success, including the procurement and implementation of an EPR and a new patient engagement portal. “The trust has been without a Digital & Data Strategy since 2021 and with the upcoming EPR procurement, it’s critical the trust has a clear strategy,” SLaM states.
