Patient/Citizen Communications & Engagement Solutions

Solutions and communication channels for patients and citizens

Reference: SBS10175

Framework Agreement Description

The Patient/Citizen Communications & Engagement Solutions Framework Agreement is available to the NHS and Public Sector Organisations. The framework agreement covers a range of solutions and communication channels including email SMS, agent calls and hybrid mail. There is also a Lot available that provides an all-in-one solution for a supplier to manage all communication channels.

Download the Framework Flyer

Patient Citizen Communications Engagement Solutions (PDF) [364KB]

Framework Agreement Information

When does the framework agreement start?
01 Nov 2021 - 31 Oct 2025

Who can take advantage of the framework agreement?
NHS and Public Sector organisations

What does the framework agreement cover?
This framework agreement covers one and two way communications for patients and citizens through a range of solutions and communication channels; digital (online) communications, email, SMS, interactive voice response (IVR), agent calls, hybrid mail, surveys & feedback (e.g. friends & family test) and workforce communications. Lot 9 all-in-one solution allows a sole supplier to manage all communication channels via a single solution or provide digital transformation advisory services.

What are the benefits of using the framework agreement?
• COMPLIANT ROUTE TO MARKET
A compliant procurement exercise has already been undertaken to ensure that the framework suppliers meet all key standards and requirements, saving valuable time and resources.
• DIRECT AWARD
Ability to directly award a contract to approved suppliers on the framework providing a timely and compliant route to market to meet your requirements.
• MINI-COMPETITION
Opportunity to run a mini-competition to meet the bespoke requirements of each organisation as well as helping to drive further competitive pricing.
• CHOICE OF SUPPLIERS
A total of 29 suppliers have been awared to the framework agreement including  Small and Medium Enterprises (SME).
• QUALITY OF SERVICE PROVISION
The experience and capability of suppliers has been robustly tested via the procurement process to establish the framework agreement giving full confidence in the approved suppliers
• GEOGRAHIC COVERAGE
Suppliers are able to supply all regions and sub-regions of the UK
• CLINICAL BENEFITS
- Reduce number of did not attends (DNA)
- Improved patient journey and pathway
- Increased clinician and administration efficiencies
- Reduce backlog of urgent appointments
- Increased communication efficiency and response times
- Compliant route for friends & family test (FFT) service
- Patient self-service and self-booking solutions
- Digitisation of workplace and processes

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Which suppliers are on the framework agreement?

Framework Agreement Lots

Lot 1 - Digital

Lot 2 - Email

Lot 3 - SMS

Lot 4 - IVR

Lot 5 - Calls

Lot 6 - Hybrid Mail

Lot 7 - Surveys

Lot 8 - Workforce

Lot 9 - Combined

VIEW ALL FRAMEWORK AGREEMENTS Framework Agreements