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. The products and services fall into 4 separate framework ‘Lots’ reflecting the structure of the industry: 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. A catalogue of TEC products available to all member organisations. The catalogue will enable customers to access the catalogue and order single items and baskets of goods. 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 1 or a combination of services under this lot, e.g. install only, maintenance/repairs only, etc. Including; — provision of new equipment, — installation of new equipment, — on-going planned servicing, and — reactive repairs. Supply partners are 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 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/keyholders 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 responds to alerts from a monitoring centre and provides a suitable human response. There are 2 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. 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. Providing a range of consultancy services to member organisations to assist them in complying with all current legislation and regulations for TECS, 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.