111 Resilience Partner Contract - DHU

Provision of service from DHU Healthcare to London Ambulance Service (LAS) include <br/><br/>a. Call Answering - <br/><br/>LAS will divert a maximum of 20% of activity level of LAS 111 London call activity to DHU to support resilience. <br/><br/><br/>The activity diverts will be as follows; <br/>agreed in advance between both parties, pre-planned support <br/>agreed in real time in response to surge/ escalation <br/><br/><br/>DHU will provide fully trained Health Advisors who are able to undertake initial assessment using NHS Pathways based on locally agreed care pathways within agreed KPIs. <br/><br/>Where necessary, clinical advice will be provided, for example where the patient has complex needs and the Health Advisor requires guidance on patient management or where support is required with NHS Pathways selection. <br/><br/>Where necessary Clinical Advisors will be available for patients who have immediate urgent needs, where immediate warm transfer of a call to a clinician is needed i.e. possible patient collapse that the Health Advisor is unable to action. Otherwise, all calls requiring clinical assessment will be transferred to the LAS clinical queue by Interoperability Toolkit messaging. <br/><br/>Using the Directory of Services (DOS) profiled services, Health Advisors and Clinical Advisors will refer to the appropriate services to undertake any onward referral across the Integrated Care System. <br/><br/><br/>Operating hours: <br/><br/>The Provider shall be able to provide a 24/7 service. <br/><br/> <br/>Call Process: <br/><br/>a. Calls will be routed into an agreed Provider number from the relevant NHS 111 service via the regional Patient Relationship Manager (PRM) <br/><br/>b. Calls will be recorded on DHU telephony and available upon request to LAS for the use of Serious Incident (SI) or complaint investigation. <br/><br/>c. DHU staff will continue to work on the DHU telephony and Adastra systems but share required data to LAS as specified within the current contract <br/><br/> <br/>Resourcing: <br/><br/>a. Staff must be fully compliant with the NHS 111 standards and pre-employment checks stipulated by London Ambulance NHS Trust on request. <br/><br/>c. Providers must have relevant policies and procedures in place to maintain the wellbeing of staff <br/><br/>d. The Provider must record and make available for inspection, on reasonable request by the provider, for all staff working within the provider services: <br/><br/> <br/>Intention of award: <br/><br/>London Ambulance Service are intending to award a contract an existing provider following direct award process C under the Provider Selection Regime. Public Contract Regulations 2015 do not apply to this procurement. <br/><br/><br/>Lifetime of contract: <br/><br/>The contract is for 2 years (with a break clause of 6 months).<br/><br/>Award Criteria:<br/>The existing provider is satisfying the original contract and will likely satisfy the proposed contract to a sufficient standard