Patient/Carer Feedback Service Website

Concepts

• edinburgh
• information technology
• nhs nss
• scottish government planning and quality division
• carer feedback service website
• care services
• carer feedback website
• appropriate healthcare service manager
• service user
• best use of feedback

Location

Scotland

Description

NHS NSS is acting on behalf of The Scottish Government Planning and Quality Division in procuring the appropriate technology and services to provide a Patient/Carer feedback website for NHS Scotland.

Total Quantity or Scope

NHS NSS is acting on behalf of The Scottish Government Planning and Quality Division in procuring the appropriate technology and services to provide a Patient/Carer feedback website for NHS Scotland. The requirement is for a website that enables people to post their experiences of receiving health and care services publicly online. Although anonymous, the site should record where the person is based (by postcode) and what service they are offering feedback about. The feedback will then be sent by the Service Provider to the appropriate healthcare service manager or clinician for a response or responses, which will be published online alongside the original post. The system will enable any resulting dialogue to be posted online in order to share learning and facilitate improvement. The service provider will be expected to provide training and support to organisations, throughout the contract, to encourage best use of feedback i improvement to services. The service will be available to all NHS Territorial Boards and certain Special Boards in Scotland and should include provision to allow other health and social care providers to become registered responders. The site shall record whether each story is posted by a patient, service user, parent/guardian, family member, carer, member of staff, or someone posting on behalf of a patient or carer, and this information shall be made available in reports to registered organisations.

Award Detail

Award Criteria

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support
• 48000000 - Software package and information systems

Indicators

• Award on basis of price.

Other Information

The budget for the specification is 800000 GBP over a 4 year term. However, the value may increase by up to 100000 GBP for extension pilot programmes. The budget for the specification is 800000 GBP over a 4 year term. However, the value may increase by up to 100000 GBP for extension pilot programmes. Economic operators may be excluded from this competition if they are in any of the situations referred to in regulation 58 of the Public Contracts (Scotland) Regulations 2015. The Public Sector in Scotland is committed to the delivery of high quality public services, and recognises that this is critically dependent on a workforce that is well-rewarded, well-motivated, well-led, has access to appropriate opportunities for training and skills development, diverse and engaged in decision making. These factors are also important for workforce recruitment and retention, and thus continuity of service. Public Bodies in Scotland are adopting fair work practices, which include: — a fair and equal pay policy that includes a commitment to supporting the living wage, including, for example being a living wage accredited employer; — clear managerial responsibility to nurture talent and help individuals fulfil their potential, including for example, a strong commitment to modern apprenticeships and the development of Scotland's young workforce; — promoting equality of opportunity and developing a workforce which reflects the population of Scotland in terms of characteristics such as age, gender, religion or belief, race, sexual orientation and disability; — support for learning and development; — stability of employment and hours of work, and avoiding exploitative employment practices, including for example no inappropriate use of zero-hours contracts; — flexible working (including for example practices such as flexi-time and career breaks) and support for family friendly working and wider work life balance; — support progressive workforce engagement, for example Trade Union recognition and representation where possible, otherwise alternative arrangements to give staff an effective voice. In order to ensure the highest standards of service quality in this contract we expect contractors to take a similarly positive approach to fair work practices as part of a fair and equitable employment and reward package. Bidders will need to describe how they will commit to fair work practices for workers (including any agency or subcontractor workers) engaged in the delivery of this contract. (SC Ref:688980)