NHS Integrated Urgent Care (IUC) London Patient Relationship Manager

Tender description

Why the Work is Being Done The radical transformation of Urgent & Emergency Care services, with the creation of enhanced Integrated Urgent Care (IUC) models, will manage urgent care demand more effectively through a ‘Consult and Complete’ model. The London Patient Relationship Manager must provide a consolidated digital platform which leverages the power of new digital technologies, including cloud technology, Artificial Intelligence and Big Data to improve patient experience, empower clinicians and support urgent care commissioners with access to real time and historic data dashboards. Problem to Be Solved NHS service providers are commissioned separately by each London Sustainability & Transformation Partnership (STP). This has created a complex and disparate NHS provider landscape, which presents a challenge in offering consistent, high quality and personalised care across the capital. Key challenges that the procurement aims to solve includes providing patients with fast, high quality and coordinated experiences through NHS 111/IUC services, capitalising on emerging innovative technologies, and ensuring the benefits currently offered to patients, clinicians and the Urgent & Emergency Care system in London are protected and built upon over the next two years. Who Are the Users Across a London population of 9.08million, approximately 150,000 calls are made to NHS 111/IUC service providers every month. The PRM must provide the technological architecture and capability to mobilise new operational processes quickly, more sophisticated NHS 111 call routing and a wealth of real time and historic reporting to support commissioning decision–making. It is anticipated the chosen solution/solutions will be deployed to each NHS Integrated Urgent Care/ 111 provider. A checkpoint assurance process will be introduced to agree deployment into each NHS Integrated Urgent Care/ 111 provider’s live system. Full requirements can be found in the service specification. Early Market Engagement None Work Already Done The current NHS London Patient Relationship solution is live and connected with the national NHS 111 telephony service. It routes all London NHS 111 calls to the most appropriate of the five NHS 111 or IUC providers across the capital (currently Care UK, LAS, LCW, PELC & Vocare), approximately 32,000 calls are managed and routed every week. Development to integrate the NHS 111 Patient Relationship Manager with care or crisis plan suppliers for greater record sharing has been undertaken with a number of suppliers to date, including: Health Analytics, Patients Know Best, Cerner, Healthcare Gateway, Endeavour and Orion Existing Team The HLP Urgent & Emergency Care programme team supports all London CCGs implement the complex national IUC service specification by 31 March 2019 and driving the delivery, utilisation and adoption of the digital U&EC requirements outlined in the Next Steps on the Five Year Forward View strategy. They work in collaboration with CCGs, trusts, providers and many other third parties, software and telephony providers who are responsible for delivering specific integration elements to provide an integrated PRM solution. Current Phase Live Work Location The supplier will usually be based in their own premises, but work in a collaborative way on a daily basis with the client and other suppliers. The Supplier will travel as required to work and to attend key meetings, stakeholder engagement events and workshops as the client’s premises, which are usually: • 15 Marylebone Road, London, Greater London, NW1 5JD • Skipton House, 80 London Road, SE1 6LH Working Arrangments It is expected that the team will usually work from disparate geographic locations and therefore must make use of a range of technologies to connect and share information. Travel to and within London should be included within the funding envelope and not charged at cost. The Supplier will be expected to demonstrate willingness to work collaboratively and flexibly with multiple other 3rd party suppliers Security Clearance The supplier is expected to hold relevant NHS Digital certificates and compliance with the Data Security and Protection Toolkit, as well as connectivity to the NHS Digital N3 data network and secure NHS email. Please see full requirements outlined in section 3.3 of the specification (Information Governance and Quality Management) Additional T&Cs DIGITAL OUTCOMES AND SPECIALISTS 2 FRAMEWORK AGREEMENT Skills & Experience Have the ability to provide references to evidence support of secure Be able to provide a full service lifecycle, including Agile project Be able to work with multiple stakeholders professionally and build Nice to Haves Please refer to detailed evaluation criteria No. of Suppliers to Evaluate 5 Proposal Criteria detailed description of the proposed solution which demonstrates understanding of the client’s requirements 10% strong understanding of the challenges and strategic context in which the programme operates 5% detailed explanation on how the solution will be built, tested and deployed, including the critical success factors 5% approach to providing the entirety of the service, including the ongoing management of the solution in a live environment 5% proposed methodology to meet the requirements of the HLP Urgent & Emergency Care programme and the PRM specification, including a rationale on the benefits of this approach 5% how and what the governance structure will be in order to continually monitor and improve quality of service management and delivery 5% how the Supplier will work in an integrated system to continually improve outcomes and quality, whilst ensuring total integration of the telephony requirements as specified in the specification. 5% how the Supplier intends to capture user experience for the proposed solution 5%  demonstrable demonstrable evidence in supporting similar programmes involving complex, multi-organisation components 5% describe the expected benefits from this work and how the Supplier will support them to be realised. 5% proposed mobilisation plan and detail how the Supplier intends to mobilise and meet the timelines as specified in the specification 5% the risks, issues and dependencies the Supplier foresees in providing support and how they would manage and mitigate these. 5% How will the supplier deliver value for money on this contract 5% Further information on the service specificaton; tender and the evaluation is available on request on this email address: nelcsu.clinical-procurement@nhs.net Cultural Fit Criteria Present how you will work as a coherent team with the client, partners and other suppliers 1.4% Present your approach to user centred design and the iterative development of working solutions 1.4% Describe your team structure and how you will bring required expertise to the Service, including relevant CVs of team members 1.4% Present your approach to sharing learning, feedback and technical solutions to ensure transparency and collaboration are core themes of the partnership 1.4% Present how you will manage the needs of many different stakeholders with often conflicting demands 1.4% Present how you will manage the reprioritisation of tasks to support emerging NHS strategic or operational requirements 1.4% Present how you will document, share and then handing over an MVP to another team which could be another supplier 1.4% Payment Approach Fixed price Assessment Method Written proposal Case study Work history Presentation Evaluation Weighting Technical competence 70% Cultural fit 10% Price 20% Questions from Suppliers Budget range total budget £430,000, per annum