Patient Advice and Support Service for NHS Scotland

Tender description

The re-tender for the Provision of the Patient Advice and Support Service (PASS) as described in Section 18 of the Patient Rights (Scotland) Act 2011. https://www.legislation.gov.uk/asp/2011/5/section/18 The Common Services Agency (more commonly known as National Services Scotland), acting through its division National Procurement, intends to conduct a procurement on behalf of the Scottish Government Health Directorates (SGHD) and the NHS in Scotland for the provision of the Patient Advice and Support Service (PASS). Lot 1: The Service is intended to provide free, inclusive and accessible, confidential advice and support to patients and other members of the public in relation to the Health Service in Scotland. It is anticipated that the contract will require the following: 1. Helpline, staffed Monday – Friday over normal working hours. 2. Email address, staffed Monday – Friday over normal working hours. 3. Access to an Information Pack to support clients to make a complaint or raise an issue. 4. Provide, where appropriate, information on other sources of Advice or Advocacy Services. 5. Practical help, such as letter writing, making phone calls on a client’s behalf, face-to-face visits in confidential premises within the local health board area, support to prepare for and attend complaint meetings with the health board. 6. Regular Management Information and Reports as defined by the Contracting Authority. This list is not exhaustive but gives an early indication of the requirement. The exact services to be procured will be detailed in future tender documentation. Additional information: The estimated contract value of 4.5 million GBP would be the total contract value for an initial 3 year term plus 2 x 12 month extensions.