LBN Healthwatch and NHS Complaints Advocacy

Tender description

Health Watch Newham (HWN) and NHS Complaints Advocacy are both statutory services, which the London Borough of Newham (LBN) are procuring as a joint contract with one provider. The contract will be for a period of 3 years commencing 1st April 2019, with a value of no more than £165,000 per year. LBN welcomes bids from providers with a proven track record of providing Healthwatch or similar statutory services that also have the potential to exceed the non-statutory requirements of the service Specification. Health Watch Newham (HWN) and NHS Complaints Advocacy services are open to all Newham residents with no exceptions. London Borough of Newham (LBN) are seeking a provider to manage both statutory services as a joint contract and be a “critical friend” to the diverse community of Newham. The successful bidder (the Provider) will ensure a “High Street” presence that is accessible to all customers. The Provider will ensure customers can make contact by phone, email, in person, through HWN web site and be open and available during office hours. As part of their Tender Submissions bidders shall determine the staffing level and composition necessary to deliver the two statutory services according to the requirements outlined in the specification. LBN require that there is a dedicated Advocate to manage the NHS Complaints Advocacy element of the contract. The Provider shall build a working partnership with Healthwatch England. The Provider shall also have the potential to exceed the statutory requirements such as Enter and View and Sign-Posting and deliver non statutory requirements that add value for the residents of Newham. All bids will be evaluated for award on the basis of 70% Price, 30% Quality.