Published date: 9 December 2021

Last edited date: 9 December 2021

This notice was replaced on 9 December 2021

This notice does not contain the most up-to-date information about this procurement. The most recent notice is:

Future opportunity (published 9 December 2021, last edited 10 December 2021)

Closed future opportunity - This means that a potential contract has passed its approach to market date. A buyer can choose to consider any supplier interest or convert this notice into an opportunity ready for live procurement.

Contract summary


  • Health services - 85100000

Location of contract


Value of contract

£600,000 to £1,800,000

Procurement reference


Published date

9 December 2021

Approach to market date

17 January 2022

Contract start date

2 May 2022

Contract end date

1 May 2023

Contract type

Service contract

Procedure type

Open procedure (above threshold)

Any interested supplier may submit a tender in response to an opportunity notice.

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?


Contract is suitable for VCSEs?



The COVID-19 pandemic has highlighted the need of establishing a suitable health and wellbeing offer for all our staff. As a result, we have operated a national staff support helpline since April 2020, to support our NHS staff who are under enormous pressure every day. The NHS staff helpline was also a key recommendation of the NHS Staff and Learners' Mental Wellbeing Commission report in 2019: 'A national NHS helpline service should be developed with the aim of providing a complete emotional support service to NHS staff and those learning in the NHS'.

Common themes that have emerged on the helpline in the past 18 months, that we want to continue supporting our staff with include -
• Concerns about the workplace or study
• Mental health issues / concerns
• COVID-19 concerns
• Family issues
• Isolation/loneliness
• Physical health/illness
• Relationship problems

The helpline is also identifying to a lesser extent, concerns relating to:
• Bereavement
• Violence/abuse
• Finance/unemployment
• Drug and/or alcohol misuse
• Bereaved by suicide

The requirement is for a staff support helpline, to continue to provide a psychological support offer for all NHS staff. This will aim to be a service provided for all staff during the ongoing COVID-19 pandemic, and beyond. The service is provided for all health and care workers across the country. Currently the helpline has experienced over 14,000 contacts directly.

The support line will offer NHS staff the opportunity to converse with trained crisis support workers, and if required, qualified clinical support where needed. The requirement will be to run a 7-day service, that can operate nationally, and is able to cater to all groups and demographics. The service will need to operate at the least, between 7:00am-11:00pm daily.

Pre-market Engagement

NHS England & Improvement are currently undertaking an options appraisal and as part of this have issued a Notice to the market to gauge supplier interest and capability in relation to continuing the delivery of this service.

NHS England & Improvement are aiming to enter into a 12-month contract with an approximate Year One value (12 months) of £600,000 exclusive of applicable VAT. Dependent on budget and performance the contract may be extended for a further 2 years.

Supplier Expressions of Interest

Interested suppliers should read the details attached to the notice which specify further details about the requirement, how to register an interest in the possible procurement and the submission requirements for registering an interest.

The deadline for submitting Expressions of Interest is 5pm on 16th December 2021

More information

Previous notice about this procurement

National Helpline for NHS staff

  • Future opportunity
  • Published 9 December 2021


About the buyer

Contact name

Russell Greenwood


Quarry Hill