Published date: 24 February 2024

Last edited date: 24 February 2024

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 1 April 2024, 12pm

Contract summary

Industry

  • Customer satisfaction survey - 79342311

Location of contract

SE5 9NY

Value of contract

£243,000 to £405,000

Procurement reference

CF-2196600D0O000000rwimUAA

Published date

24 February 2024

Closing date

1 April 2024

Closing time

12pm

Contract start date

3 June 2024

Contract end date

31 May 2027

Contract type

Service contract

Procedure type

Restricted procedure (above threshold)

A two-stage procedure, where the first stage is used to select suppliers, who are then invited to bid in the second stage.

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

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

Kings College Hospital is actively seeking innovative solutions to enhance patient experience within our healthcare facility. As we continue our commitment to providing exemplary care, we recognize the critical role that patient experience plays in shaping overall satisfaction and outcomes.

Our aim is to collaborate with suppliers who can offer cutting-edge technologies, services, and expertise to optimize patient engagement, communication, and satisfaction throughout their healthcare journey. Whether through digital platforms or streamlined communication channels, we are eager to explore solutions that prioritize patient-centered care and contribute to positive experiences.

Kings College Hospital Trust employs a web-based analysis and reporting system to administer patient experience surveys. The system, actively utilized by the Patient Experience Team, Patient Outcomes Team, and Volunteering Service, supports real-time collection of patient feedback. In addition to facilitating the nationally mandated Friends and Family Test (FFT), the system accommodates various ad-hoc and local surveys linked to key Trust quality priorities and strategies.
The system plays a crucial role in delivering and reporting the Friends and Family Test (FFT), a component of the standard NHS Contract. FFT results are submitted monthly to NHS England, contributing to national statistics and benchmarking. Leveraging SMS and IVR, the Trust extensively employs text messages and telephone surveys to gather patient experience feedback through the Friends and Family Test Survey.

Between October 2022 and September 2023, the number of eligible patients to participate in the Friends and Family Test was 1,680,812 with 179,024 responses recorded. The proposed contract duration is 5 years (3+1+1) and aligning with NHS terms and conditions is seen as a seamless match for the Trust's needs and industry standards.

Suppliers interested in partnering with us to elevate patient experience are invited to partake in the tender opportunity to demonstrate their capabilities, track record, and commitment to delivering impactful solutions in this essential area of healthcare delivery.

Join us in our mission to ensure that every patient receives the highest standard of care and leaves our facility feeling valued, supported, and empowered."

More information

Previous notice about this procurement

Kings College Hospital Patient Experience and Communication

  • Opportunity
  • Published 24 February 2024

Additional text

To express interest and participate in the tender, please register and apply via Atamis e-sourcing portal https://health-family.force.com/s/Welcome.

Should Tenderers have any queries, or having problems using the portal, they should contact Helpdesk at:

Phone: 0800 9956035

E-mail: support-health@atamis.co.uk

About the buyer

Contact name

Sunday Okhiria

Address

KCH Business Park, 129 Coldharbour Lane
London
SE5 9NY
GB

Telephone

02045340573

Email

s.okhiria1@nhs.net