In 2024-25, there were 146.1 million total outpatient hospital appointments in England, a 7.8% increase from 2023-24. Of these, 113.2 million appointments were attended, yet, approximately 8.1 million were missed, a 1.5% increase from 2023-24.
Reducing missed appointments and giving patients more control via accessible technology is essential to tackling the elective care backlog and accelerating the shift from analogue to digital.
Our Patient/Citizen Communication, Engagement & Hybrid Mail Solutions Framework Agreement enables NHS and wider public sector organisations to deliver timely, personalised and accessible communications that empower citizens and improve operational efficiency.
The framework agreement is available to the NHS, councils, colleges, housing providers and other public‑facing organisations looking to modernise engagement, improve access, reduce did not attend rates (DNAs), and enhance service delivery. It supports multi‑language communication, alternative formats, and inclusive design, ensuring all citizens can engage regardless of digital skills or physical ability.
Digital tools such as patient and citizen portals, messaging services and appointment reminders help reduce DNAs by making it easier for people to reschedule. Portals also give patients quicker access to results, improving experience while reducing printing and postage costs for organisations.
These services can also support:
- Council tax reminders, housing updates and public health campaigns
- Student communications, enrolment updates and wellbeing support
- Tenant engagement and maintenance notifications
Framework Agreement Information
Digital solutions play a vital role in empowering patients and citizens with greater control over their interactions and care. Our Patient/Citizen Communication, Engagement and Hybrid Mail Solutions Framework Agreement enhances interactions between citizens and public sector organisations, ensuring patients and citizens receive reminders, alerts, and support.
What dates is the framework agreement active?
16 February 2026 – 15 February 2030
Who can take advantage of the framework agreement?
All NHS and wider public sector organisations across the United Kingdom
How was the framework agreement procured?
Further competition and direct award
There are two procurement routes for an approved organisation that wishes to use this framework agreement. A competitive process between the suppliers in the relevant Lot, which may be preceded by a capability assessment, or an award without a competitive process to particular supplier(s)
A competitive selection process is the default ordering procedure under this framework agreement.
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 DID NOT ATTEND RATES
Supports organisations in lowering Did Not Attend (DNA) rates by enabling accurate and reliable appointment scheduling through enhanced communication tools.
STRENGTHENS COMMUNICATION CHANNELS
By improving clinical workflows and strengthening communication channels, the framework agreement helps reduce patient waiting times and enhances overall service efficiency.
DRIVES DIGITAL ENGAGEMENT
Patient and Citizen Engagement Portals (PEPs) offer an innovative way to improve interaction and service delivery to drive engagement. The framework agreement facilitates the adoption and integration of PEPs into combined solutions, creating a seamless experience for patients and citizens.
STREAMLINED PROCUREMENT WITH COMBINED SOLUTIONS
Customers can engage a single supplier under one contract to meet all communication needs. This approach simplifies procurement, reduces administrative overhead, and ensures consistency across services.
COMPLIANT ROUTE FOR FRIENDS AND FAMILY TESTING (FFT)
Provides a fully compliant, cost-effective solution for procuring Friends and Family Testing (FFT) services, enabling NHS Trusts to meet national requirements and capture actionable patient feedback efficiently.
EMBEDS ARTIFICIAL INTELLIGENCE FOR SMARTER SOLUTIONS
AI-driven capabilities are integrated across all lots, delivering data-driven insights and automation that enhance accuracy, efficiency, and patient and citizen engagement.
Supplier Details
Find out what the press had to say about the framework agreement
Computer Weekly
NHS SBS launches £250m patient communication framework
National Heath Executive
New NHS SBS framework to boost communication and reduce missed appointments
DigitalHealth
NHS SBS launches £250m communication framework
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.
