Repair and maintenance services of medical equipment

Tender description

The scope of this Framework Agreement is for the provision of products and services in relation to Technology Enabled Care (TEC) Services for both analogue and digital solutions. Due to the expiry date of this framework being before the planned analogue system retirement in 2025, supply partner(s) must be able to support both analogue and digital equipment/systems. The products and services shall fall into 5 separate Framework ‘Lots’ to reflect the structure of the industry, although supply partners are invited to apply for one or more Lot(s)/sublots if applicable: Lot 1: Product Catalogue; Lot 2: Installation, Service/Maintenance and Repair; Lot 3:Call Monitoring and Mobile Response. — Sub lot 3.1 Call Monitoring, — Sub lot 3.2 Mobile Response, — Sub lot 3.3 Call Monitoring and Mobile Response, — Sub lot 3.4 Call Centre Monitoring Equipment Servicing/Maintenance and Repair. Lot 4: Consultancy; Lot 5: Fully Managed Service. Supply Partner(s) must provide the NHC with a catalogue of products available to Member Organisations. The catalogue will enable customers to access the catalogue and order single items and baskets of goods. Supply Partner(s) must ensure orders received are processed promptly and the catalogue must be updated and issued/released upon the frequency determined by the NHC. Products can include but are not limited to: telecare/telehealth/call centre equipment and misc. equipment. This lot covers the installation (and product supply when required), planned service visits and repair of, telecare, telehealth, telemedicine equipment (and other associated equipment such as door entry, concierge, fire alarms, emergency lighting) and control centre equipment. Member Organisations may choose to Call-off for one or a combination of services under this LOT, e.g. install only, maintenance/repairs only etc. As a minimum Supply Partners must be able to deliver; •Provision of new equipment; •Installation of new equipment; •On-going planned servicing; and •Reactive repairs. Supply Partners must be able to maintain a range of manufacturers’ equipment. This lot covers the monitoring of all calls from dispersed alarms, telecare/telehealth devices, door entry/access control systems and grouped/hard wired schemes. Member organisations calling off from this framework agreement may require other types of calls monitored which will include; •Out of hours call monitoring •GPS device monitoring •Location monitoring •Lone worker monitoring/support •Repairs reporting •Environmental reporting •Anti-social behaviour reporting •Out of hours housing support services •Disaster recovery •Signposting This lot covers the provision of a mobile response service for customers who don’t have family members/key holders as their emergency contact or require the service to relieve the burden on family members. The aim of the service is to maximise the independence of individuals to enable customers to remain in their own home through the provision of a 24/7/365 response service. The service will respond to alerts from a monitoring centre and provide a suitable human response. There are two types of mobile response service; •Routine visit – a regular visit is made to the service user to check on their welfare. Visits to be undertaken within 4 hours of notification. •Emergency visit – an emergency visit made to the service user in response to an alert being received by the control centre. Visits to be undertaken within 1 hour of notification. Member organisations may also require additional services which could include but not be limited to; •Cover for scheme managers (sickness/holidays) •Emergency cover The requirements of this sub-lot are the combination of sub-lot 3.1 and 3.2 as detailed in this notice. Supply Partners must be able to undertake all activities required for call monitoring and mobile response for this sub lot (3.3). This lot includes the ongoing servicing/maintenance and repair of call monitoring platforms/systems. Member organisations may enhance the standard level of cover set out in this lot under their call off. Supply Partners in this lot shall be able to provide a range of consultancy services to Member Organisations to assist them in complying with all current legislation and regulations, this may include but is not limited to: •Service reviews e.g. customer needs analysis, service efficiency and improvement recommendations etc.; •Asset register creation and assessment/recommendations for digital switchover; •Upgrade assessment, feasibility studies and suitability reviews; •Advice and guidance e.g. digital switchover, technology suitability, industry updates etc. The requirements of this lot are the combination of Lot 1,2,3 (including all sublots) and 4 as detailed in this notice. Supply Partners must be able to undertake all activities detailed within those lots either directly or through carefully selected sub-contractors or consortia arrangements. All sub-contractors or consortia members must adhere to the requirements of the product or service they are providing as detailed in the specification or Member Organisation individual Call -Off. There must be a single point of contact for managing the performance of the contract if sub-contracting or consortia arrangements are in place.