Software package and information systems

Tender description

NHS Wales organisations wish to procure a standardised system for use in designing, capturing and analysing feedback information from service users. NHS Wales Shared Services Partnership is responsible for the delivery of a Once for Wales Concerns Management System in relation to the capture and analysis of data in connection with the National Health Service (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011. This programme is also responsible for the delivery of a real-time feedback system to capture valuable information from patients, donors, visitors, relatives and members of the public who access NHS Wales services. NHS Wales organisations wish to procure a standardised system for use in designing, capturing and analysing feedback information from service users. There are several requirements placed onto NHS Wales health bodies in respect of capturing and utilising feedback in service review, quality review, service redesign and satisfaction surveys. There is currently no consistent approach across NHS Wales to the system used for this function and a range of different processes and systems are in place. The current process across the majority of organisations is relying on paper-based surveys. Suppliers should be aware that the NHS in Wales is a devolved matter and is managed by Welsh Government. NHS Wales health bodies consist of eleven organisations, with some functions hosted within health bodies. There are seven geographical Health Boards, a Public Health body, a national ambulance service, a specialist cancer services body and a body focussed on health education and improvement. The Welsh Risk Pool hosts a programme supported by Welsh Government to identify a system which can be modified to meet the specific needs for NHS Wales organisations in designing, capturing and analysing feedback from service users. The specification is divided into core system requirements and optional functionality.