Public procurement notice: Contract Award Notice
Published: 2016-08-06
Buyer: University College of London Hospitals NHS Trust
Country: UK
Region: LONDON
Contract type: Supplies
Procedure: Restricted procedure
CPV classification: 31711310 | 48517000 | 72000000 | 72212517
Estimated value:  GBP
Award criteria: As per the award criteria within the tender documents

Technical requirements: As per the award criteria within the tender documents
The Trust requires a provider of a patient Feedback system and solution for collecting analysing and reporting patient experience feedback and Friends and Family Test (FFT). The provider shall have expertise in survey design, and provide the appropriate tools, training, on-going support for the life of the contract. Further Information: University College London Hospitals NHS Foundation Trust (UCLH) provides first-class acute and specialist services in five hospitals in central London. These sites comprise of University College Hospital (incorporating Westmoreland Street), Royal National Throat Nose and Ear Hospital, Royal London Hospital for Integrated Medicine, National Hospital for Neurology and Neurosurgery and Eastman Dental Hospital. In partnership with University College London (UCL) we are one of the country's five comprehensive biomedical research centres. We are a member of UCL Partners which brings together some of the UK's world-renowned medical research centres and hospitals. We aspire for our patients to have the best possible experience each and every time they have contact with us and are cared for by our staff. In order to achieve this, constructive feedback is critical — we need to listen to our patients and give more responsive feedback to patients and staff more frequently, through more channels. To do this we use both the Friends & Family Test (FFT) and local ward/department-specific surveys. Further information on the Friends and Family test can be found here: https://www.england.nhs.uk/ourwork/pe/fft/ The Trust invites interested providers to submit a pre-qualification questionnaire for the supply of systems, tools, training, on-going support and expertise to deliver a patient experience feedback solution. As minimum providers must be able to provide: · Expertise in survey design; · Collecting, analysing and reporting patient experience feedback and FFT; and · Continued service/ maintenance/ upgrades of any ICT solution for the life of the contract (3 years plus two 12month extensions). The solution offered must have the following functionality as a minimum: · Be applicable and scalable to an acute NHS setting with multiple site locations (currently seven). · Have options to provide different channels of data collection for example website, paper, mobile applications, hyperlinks for mobiles devices including tablet and SMS. · Allow the capture of information from diverse population/patient groups of all ages and abilities e.g. different languages and disabilities. · Be sufficiently flexible to be adapted to a wide range of clinical areas and additional surveys. · Meet the needs of the FFT NHS England data collection. · Ability to collect free text comments. · Be able to provide near real-time patient feedback in a meaningful manner. · The option of using our current devices, which includes at least one iPad on each inpatient ward. We are seeking a supplier that can bring innovation and creativity working in partnership. In addition to the above requirements, other areas might include: · The ability to respond to individual patients who have given feedback and to track actions · To be able to investigate data on a granular level e.g. specific clinics/consultants · Ability to provide thematic/sentiment analysis of free text comments. Expressions of interest are invited from parties who can demonstrate the above high-level requirements. This invitation to tender is dependent on UCLH confirming budget sign off.


Winner: Healthcare Communications UK Ltd