Our Patient/Citizen Communications and Engagement Solutions Framework Agreement helps NHS and wider public sector organisations deliver timely, personalised communications that empower citizens and improve operational efficiency.
It can be utilised by the NHS, councils, colleges, housing bodies, and other public-facing organisations looking to modernise their engagement strategies, improve access, reduce missed appointments and enhance service delivery by enabling accessible communication, including multi-language support, alternative formats, and inclusive design, ensuring all citizens can engage with services regardless of digital literacy or physical ability.
Within the NHS, reducing the number of missed appointments and putting patients in control of their care through technology is a key step towards tackling the elective care backlog and making the shift from analogue to digital. In 2023-24, there were 135.4 million outpatient appointments – of these appointments, eight million ended in a ‘did not attend’ (DNA). Implementing patient portals, messaging services and reminders reduces DNAs as patients can reschedule appointments easily. Portals also allow them to see their results more quickly than if waiting for the results to come via the post, improving patient experience and reducing printing and postage costs for the NHS.
These services can also be used for:
- council tax reminders, housing updates, and public health campaigns
- student communications, enrolment updates, and wellbeing support
- tenant engagement and maintenance notifications
Framework Agreement Information
The 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 and 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 dates is the framework agreement active?
01 November 2021 – 28 February 2026
Who can take advantage of the framework agreement?
NHS and wider public sector organisations
How was the framework agreement procured?
Further competition and direct award
Via this framework agreement, you can run a further competition, or choose to direct award to a supplier in compliance with Regulation 33 of the Public Contracts Regulations.
How we can support?
We offer different levels of support, including SME advice and robust templates for you to easily run your own process, or additional support to design and run a further competition on your behalf.
How can I access the framework agreement?
Access framework agreement documentation via our Customer Framework Agreement Portal (CFAP)
The framework agreement has been structured into the following lots:
What are the benefits of using this framework agreement?
SUPPORTS ELECTIVE RECOVERY
Improved patient communication that is delivered through a variety of channels reduces the number of did not attends (DNAs), supporting elective recovery and reducing appointment backlogs.
IMPROVES PATIENT PATHWAYS
Patients receive their results quicker, improving patient experience and pathways.
SUPPORTS APPOINTMENTS
Includes patient self-service and self-booking solutions to allow patients to control their own appointments, reducing DNAs.
ENHANCES COMMUNICATION
Facilitates the implementation of Patient Engagement Portal (PEPs), enhancing interactions between patients and healthcare providers. which can also reduce printing and postage costs, saving money overall.
SUPPORTS DIGITAL TRANSFORMATION
Supports digital transformation via workplace and process digitisation, supporting the NHS and wider public sector towards modern, paperless operations.
FRIENDS AND FAMILY TEST
Provides a compliant route for the Friends and Family Test (FFT) service which enables providers and commissioners to understand whether patients are happy with the service provided, or improvements are required, vital to inform where improvements to services need to be made.
Supplier Details
Strategic Procurement Support
If this framework agreement doesn’t cover the goods or services you require, or a framework agreement isn’t the optimal route to market for your needs, we can provide tailored strategic procurement support. Find out more here.
