Patient Healthcare Communications and Related IT Services

This Framework has been endorsed by NHS England as a recommended route to market for Patient Healthcare Communications and Related IT Services under: 

• Pillar 2 Hardware – Non-clinical.
• Pillar 4 Software/SaaS/Apps – Non-clinical
• Pillar 6 Services/IaaS/PaaS – Non-clinical (Pillar 6b -  Complementary Technology Solutions)

The purpose of the Framework Agreement is to enable access to a range of pre-tendered professional services to deliver Patient and Healthcare Communications and Related IT Services.  The scope of services is as follows:

Patient Messaging Services incorporates services including – messaging services to mobile telephones, e.g. Short Message Services (SMS) and Multimedia Messaging Services (MMS); messaging services to computers, e.g. Electronic Mail (e-mail) services; automated voice messages to a landline or mobile telephone, e.g. Interactive Voice Response (IVR); Agent Calls to a landline or mobile telephone. Healthcare organisations have also expressed an interest in using some of the delivery systems for other types of reminders and notices, including, for example

• NHS Friends and Family Test (patient feedback);
• reminders to patients to take prescribed medication;
• ‘marketing’ of ‘flu jabs’;
• cessation support (e.g.smoking); 
• employee notifications (e.g.in the case of inclement weather)
• a call centre management system

Medical Messaging application (Pager replacement application), This lot under the Framework Agreement is established following the announcement from Health and Social Care Secretary to ban non-emergency pagers from the NHS. Users of this Framework will have access to a medical messaging mobile application (that can be accessed via a mobile or via a desktop-based application) provided by suppliers that will replace the need for physical pagers.

Kiosk Display (Digital Signage), through this service Contracting Authorities will be able to purchase a secured on-site platform to display or project relevant and approved information such as Welcome Information, Advertisements, Promotions, Approved Content (News and relevant information) and Directions to Wards/Departments etc, to users for smooth conduct of their requirements whilst in the Trusts/Hospital locations.

Patient Check-In Management System – secured platform for patients to check in is a service that Contracting Authorities can use to provide a secured platform for all patients to confirm their check-in for all pre-booked appointments engagements. This service is easy to understand and can communicate securely with other software used by the Contracting Authority.

App Development – Develop apps for NHS services. App Development – Develop apps for NHS services. The service will allow a Contracting Authority to develop patient-friendly mobile applications for example app development for digital food menus (as recommended under the governments new blueprint for better hospital food) that will be compatible with multi-platforms such as Windows, iOS, Android and Kindle.

Video Conferencing System – to communicate with family and friends. This service provides state-of the art video conferencing system for in-patients, out-patients, administrative and clinical services. The video conferencing system should be easy to understand, navigate and used by Patients irrespective of age, gender and ability/disability and compatible with existing telecommunication applications.

Guidance for Contracting Authorities on Patient Communication

Patient communication is key, particularly when a person is waiting for planned care or treatment. Simple steps like signposting interim support, flagging likely timescales for treatment and giving patients a contact point can all help reduce anxiety and improve experience.

The good communication with patients waiting for care guidance sets out key considerations for systems and providers to help deliver personalised, patient-centred communications. The guidance also includes information on communicating with patients about new models of care as well as signposting helpful materials and resources.

ICBs and providers are encouraged to adopt these principles and apply them to all patient communications, particularly those who are waiting to receive a diagnosis or planned treatment. Read the guidance here or view a short copy of the principles.