Kings College Hospital Patient Experience and Communication

Official notice

Authority: King’s College Hospital NHS Foundation Trust (NHS & healthcare)

Services

Sectors: Business Services & Consultancy (79) Delivery: London (UKI45)

Planned pipeline value£405,000pipeline notice, not a live tender

Tender notice expected 26 Feb 2024from the planned procurement notice

What is being bought

Published requirement description

The patient experience survey is designed to collect valuable insights and feedback from individuals/patients who have undergone care at King's College Hospital. This feedback is obtained through various mediums, including SMS (Short Message Service), paper, email, online links, QR codes, and IVR (Interactive Voice Response), ensuring diverse and comprehensive input from the patients' perspectives.

CPV: Customer satisfaction survey · Customer survey services

The lotProcurement structure

single lot · no lot value published

Lot #1King's College Hospital Trust employs a web-based analysis and reporting system for…Planned

King's College Hospital Trust employs a web-based analysis and reporting system for the administration of patient experience surveys. This system is actively utilized by the Patient Experience Team, Patient Outcomes Team, and Volunteering Service, enabling real-time collection of patient feedback. Beyond 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.<br/><br/>This 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 efforts. The Trust employs a comprehensive approach, leveraging SMS, paper, email, online links, QR codes, and IVR. This enables the use of text messages, telephone surveys, and online platforms to extensively gather patient experience feedback.

Delivery: London

79342310 Customer survey services

Procedure terms & legal framework

From the official record · publisher note attached

Legal basis: CELEX · 32014L0024 Public Contracts Regulations 2015 (Directive 2014/24/EU)
Procurement category: Services
Notice status: Past planning notice
Procurement threshold: Unspecified in notice
Regulatory regime: Standard
Commercial structure: Stand-alone contract (no framework)
Competition type: Competitive procedure
GPA / WTO covered: Yes (GPA)
Recurring procurement: Unspecified in notice
First published: 31 Jan 2024, 09:50 GMT
Last source update: 31 Jan 2024, 09:50 GMT
FTS notice number: 2024/S 000-003156
Classification (CPV): Customer satisfaction surveyCustomer survey services
Delivery area: London (UKI45)
Official registry OCID: ocds-h6vhtk-0435eb Find a Tender

Publisher note: The Trust heavily relies on SMS (text messages) and IVR (telephone surveys) to capture patient experience feedback through the Friends and Family Test Survey. All patients, including inpatients, outpatients, day cases, maternity, and emergency attendees, are offered the opportunity to share their experiences within 48 hours via text message. In the fiscal year 2022/23, over 1.8 million text messages were sent to patients, inviting them to complete the Friends and Family Test.<br/><br/>The current system also offers survey delivery through various alternative methods, such as paper, email, online links, and QR codes. Qualitative and quantitative results can be reported using different styles and are distributed to staff through automated push reports. Currently, there are 934 active users in the Trust who regularly receive automated patient experience reports via the system. Sentiment analysis is conducted through these reports using a third-party service that provides free-text comment theming and analysis. The sentiment analysis tool supports in-depth reporting for the Trust's improvement initiatives and annual quality priorities.

How it was run

Official notice

Run through: portal not identified

Tender documents are also served through a separate tool: https://health-family.force.com/s/Welcome ↗

Submission deadline: —

Timeline

31 Jan 2024 → 26 Feb 2024 · 2 dates

Notice published
31 Jan 2024, 09:50 GMT
Tender notice expected
26 Feb 2024

Commercial outcome & contract awards

Pipeline notice

Awards (0): No award published
Contracts (0): No contract published
Bid statistics: No aggregate bid statistics published

Contracting authority & participating public bodies

King’s College Hospital NHS Foundation Trust

Contracting authorityNHS & healthcareRegional or local authorityHealth KCH Business Park, 129 Coldharbour Lane, London, London, SE5 9NYContact name, email, phone

Official documents & specifications

Official links; attachments are not copied

No document links were published on the notice.