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Communication Appointment Reminder Alert Services 2

Providing an effective range of communication methods to patients and staff

Reference: SBS/17/DT/WFD/9090

Framework Agreement Description 

The Communication Appointment Reminder Alert Services Framework provides access to communication and appointment reminder technology. The aim of this framework agreement is to support the aim of reducing the number of missed patient appointments. The forms of communication included within this framework are; SMS, email, IVR, agent calls, hybrid mail and internet communications. The Friends and Family Test (FFT) can also be procured via this agreement.

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Communication Appointment Reminder Alert Services 2 [274KB]

Framework Agreement Information Communication Appointment Reminder Alert Services 2 Framework

When does it start?
01 September 2017 - 30 November 2021

Who can take advantage of the framework?
NHS and Public Sector Organisations, especially Local Authorities

About this Framework Agreement
Lot 1 - SMS Managed Service
This method is the most common due to the increasing use of text messages - especially with younger people, who are most likely to forget about appointments.
Lot 2 - Managed Email Solutions
This method is intended for personal computers and hand held devices such as smart phones. This service has all the functionality of the text message service while having nany of the character limits.
Lot 3 - Interactive Voice Response (IVR) System
This method uses secure IVR messaging via mobile and landline phones.
Lot 4 - Agent Calls
This method uses decentralised remote agents to make outgoing calls only. This may include short term call offs and the use of temporary agents to cover fluctuations in demand.
Lot 5 - Hybrid Mail
This method allows for mail to be sent from an on or off site location to be printed and sent using digital data.
Lot 6 - Internet Communication
This method allows for communication through online services such as smartphone applications.

What are the benefits of using this agreement?
Organisations can specify their exact needs and tailor services to get best value and 'fit'.
Opportunity to bundle service areas together to deliver efficiency and enhance savings.
Supplier performance, customer satisfaction and spend against this contract are monitored on an ongoing basis by NHS SBS.
No need to run complex procurements in-house.
Opportunity to access innovative solutions and products through suppliers known for technological advancements.
Opportunity to meet the bespoke requirements of each organisation and drive down pricing.
Are undertaken to verify interpreter qualifications, language ability, employment references and basic/enhanced DBS checks.
Lots broken down into separate areas to increase specialities of the suppliers.

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Supplier Details and Lots




Lot 1


Healthcare Communications UK Ltd, Netcall Telecom Ltd, OpenMarket, Soft Option Technologies, SRCL, Storacall Technology Ltd (T/A X-on), Textlocal, Wirefast Limited

Lot 2


DrDoctor, Healthcare Communications UK Ltd, Netcall Telecom Ltd, OpenMarket, SRCL, Synertec Limited

Lot 3


Healthcare Communications UK Ltd, OpenMarket, Netcall Telecom Ltd, SRCL, Storacall Technology Ltd (T/A X-on)

Lot 4

Agent Calls

Healthcare Communications UK Ltd, SRCL, Stellar Europe LLC

Lot 5

Hybrid Mail

CFH Docmail Ltd, Healthcare Communications UK Ltd, MBA Group Limited, Royal Mail Group, Paragon Customer Communications, SRCL, Synertec Limited

Lot 6

Internet Communication

Healthcare Communications UK Ltd, Netcall Telecom Ltd, OpenMarket, Soft Option Technologies, SRCL


Supplier Links

CFH Docmail Ltd

Netcall Telecom Ltd

Storacall Technology Ltd (T/A X-on)


Royal Mail Group

Synertec Limited

Healthcare Communications UK Ltd

Service Point (a trading division of Paragon Group UK Ltd)


MBA Group Limited

MJOG Limited

Wirefast Limited

MM Teleperformance Ltd




Related Frameworks

You might also be interested to find out more about our related frameworks:

  Digital Workplace Solutions

  Healthcare Clinical Information Systems

  Technology Enabled Care Services


To use this framework agreement, click here Associate Membership Forms


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