NWL - Provision of 111 London Regional Call Handling and Clinical Advisors and CAS Clinical Assessment Service for all patients

Concepts

• health services
• nwl
• online service
• community-based services
• london regional call handling
• call handling service
• clinical advisors
• london regional call handling and clinical advisors
• cas clinical assessment service for all patients
• efficient call

Location

Description

The service is to provide a health telephone and online service to all patients in NWL giving a 24/7 service for an urgent consult and complete response. Integration with the Regional Footprint of the Single Virtual Call Centre is required and NWL would welcome a collaborative provider response. Regional Context: London Region commenced the SVCC model in April 2022. This supports an emergent Regional 111 / IUC Provider Network, delivering an efficient call networking/ clinical response model. The 111 Call Handling service: - This service will contribute to the delivery of the London Regional model for the SVCC including full integration for API connection. This is Option 1 in the Regional SVCC model and providers would be required to meet this specification and PRM requirements. - Service is a 'calls answered' model, based on FTE to ensure activity levels and performance indicators are met. - This service should accept calls directly to a 111 Clinical Advisor with End of Life Care / Frailty Plans (i.e Patients with a 'Better' Urgent Care Plan). - This service will support a Regional System Lead Provider (to be identified in region) to ensure reporting mechanisms and KPIs are reported in a standardised format for the SVCC. The Clinical Assessment Service (CAS) for NWL patients: - This service will be responsible for all clinical validations for Cat 3 and Cat 4 999 ambulance referrals and ED clinical validations across NWL. - This service will accept appropriate callers from the 999 queue for validation and clinical input. - The provider will need to demonstrate close pathway alignment with the LAS 999 services to ensure greater integration of 999 and 111 services. - The CAS system will deliver patient consult and complete model and interface with system providers. All services should have IT and technical interoperability with system providers in London. The CCG currently has contract arrangements in place with 3 providers, London Ambulance Service, London Central and West Unscheduled Care Collaborative and Practice Plus Group. These contracts will expire in November 2022. The CCG is considering options for making future arrangements for these services and is looking to tender the opportunity, for a contract period of 5 years. The contract value is approximately £21,400,000.00 per annum. The purpose of this PIN is to be transparent about the CCG's intentions and to invite any capable provider interested in delivering the services described above to come forward by 6th June 2022 to engage with the CCG. During 2022, it is anticipated that NWL CCG will be succeeded by an Integrated Care Board (ICB). Any future contract and/or procurement opportunity may therefore be in the name of the ICB.

CPV Codes

• 85100000 - Health services
• 75200000 - Provision of services to the community

Indicators

• Contract is suitable for SMEs.