Patient/Carer Feedback Service

{
  "buyer": {
    "id": "org-39",
    "name": "The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)"
  },
  "date": "2025-12-18T00:00:00Z",
  "description": "ull details of the requirement and tender submission information is contained within the ITT and associated procurement documents on PCS-Tender\r\n The buyer is using PCS-Tender to conduct this ITT exercise. The Project code is 30795. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2343\r\n A sub-contract clause has been included in this contract. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2363\r\n Community benefits are included in this requirement. For more information see: https://www.gov.scot/policies/public-sector-procurement/community-benefits-in-procurement/\r\n A summary of the expected community benefits has been provided as follows:\r\n It is a mandatory requirement that Bidders agree to support the concept, provision and ongoing development of community benefits provision in relation to this Agreement. Bidders are required to agree to this mandatory requirement. They are also requested to provide a brief summary of the community benefits that have recently been delivered within Scotland, and also what impact and outcomes these have achieved. Bidders are required to summarise any community/social benefits that will be delivered as part of this Agreement if successful, or, alternatively, Bidders confirm that they will engage with the NHS Scotland Community Benefits Gateway (CBG). This gateway, developed through requests from suppliers seeking opportunities to support the delivery of community benefits within the contracting region, provides information community benefit opportunities. The CBG is a free and easy to use online service that connects NHS Scotland suppliers with third sector community organisations within Scotland and will be used for tracking and reporting, and is an approved, compliant route to the realisation of community benefits. For further information please visit: https://www.nss.nhs.scot/procurement-and-logistics/sustainability/access-our-community-benefit-gateway/.\r\n (SC Ref:816763)\r\n The buyer is using PCS-Tender to conduct this ITT exercise. The Project code is 30795. For more information see: http://www.publiccontractsscotland.gov.uk/info/InfoCentre.aspx?ID=2343\r\n (SC Ref:818562)",
  "id": "rls-18-DEC545925",
  "initiationType": "tender",
  "language": "EN",
  "links": [
    {
      "href": "https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000818562",
      "rel": "canonical"
    }
  ],
  "ocid": "ocds-r6ebe6-0000818562",
  "parties": [
    {
      "address": {
        "locality": "Edinburgh",
        "postalCode": "EH12 9EB",
        "region": "UKM",
        "streetAddress": "1 South Gyle Crescent"
      },
      "contactPoint": {
        "email": "paul.mckinney@nhs.scot",
        "telephone": "+44 1312756000",
        "url": "https://www.publictendersscotland.publiccontractsscotland.gov.uk"
      },
      "details": {
        "classifications": [
          {
            "id": "Body governed by public law",
            "scheme": "TED_CA_TYPE"
          },
          {
            "description": "Health",
            "id": "07",
            "scheme": "COFOG"
          }
        ],
        "url": "http://www.nss.nhs.scot/browse/procurement-and-logistics"
      },
      "id": "org-39",
      "identifier": {
        "legalName": "The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)"
      },
      "name": "The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)",
      "roles": [
        "buyer",
        "centralPurchasingBody"
      ]
    },
    {
      "address": {
        "locality": "Edinburgh",
        "postalCode": "EH1 1LB",
        "streetAddress": "27 Chambers Street"
      },
      "contactPoint": {
        "telephone": "+44 1312252525",
        "url": "http://"
      },
      "id": "org-9",
      "identifier": {
        "legalName": "Sheriff Court House"
      },
      "name": "Sheriff Court House",
      "roles": [
        "reviewBody"
      ]
    }
  ],
  "tag": [
    "tender"
  ],
  "tender": {
    "awardPeriod": {
      "startDate": "2026-01-23T12:00:00Z"
    },
    "bidOpening": {
      "date": "2026-01-23T12:00:00Z"
    },
    "classification": {
      "id": "72000000",
      "scheme": "CPV"
    },
    "contractTerms": {
      "electronicInvoicingPolicy": "allowed",
      "hasElectronicOrdering": true,
      "hasElectronicPayment": true
    },
    "coveredBy": [
      "GPA"
    ],
    "description": "NHS NSS is acting on behalf of the Scottish Government\u00e2\u0080\u0099s Healthcare Quality and Improvement Division in procuring the appropriate technology and services to create a Patient/Carer feedback website for NHS Scotland.",
    "documents": [
      {
        "description": "NHS NSS is acting on behalf of the Scottish Government\u00e2\u0080\u0099s Healthcare Quality and Improvement Division in procuring the appropriate technology and services to create a Patient/Carer feedback website for NHS Scotland.",
        "documentType": "contractNotice",
        "format": "text/html",
        "id": "DEC545925",
        "title": "Patient/Carer Feedback Service",
        "url": "https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC545925"
      }
    ],
    "hasRecurrence": false,
    "id": "NP506626",
    "items": [
      {
        "deliveryAddresses": [
          {
            "region": "UKM"
          }
        ],
        "id": "1",
        "relatedLot": "1"
      }
    ],
    "legalBasis": {
      "id": "32014L0024",
      "scheme": "CELEX"
    },
    "lots": [
      {
        "awardCriteria": {
          "criteria": [
            {
              "description": "85",
              "name": "Quality",
              "type": "quality"
            },
            {
              "description": "15",
              "type": "price"
            }
          ]
        },
        "contractPeriod": {
          "durationInDays": 1440
        },
        "description": "NHS NSS is acting on behalf of the Scottish Government\u00e2\u0080\u0099s Healthcare Quality and Improvement Division in procuring the appropriate technology and services to create a Patient/Carer feedback website for NHS Scotland using the Open procurement process.\r\n The Scottish Government supports a culture of learning, openness and transparency in NHS Scotland that welcomes feedback, both positive and negative, from people using services and then uses that feedback to drive and inform improvement.\r\n The requirement is for a website that enables people to post their experiences of receiving health and care services publicly online. Although anonymous, the site should record where the person is based (by postcode) and what service they are offering feedback about. The feedback will then be sent by the Service Provider to the appropriate healthcare service manager or clinician for a response or responses, which will be published online alongside the original post. The system will enable any resulting dialogue to be published online in order to share learning and facilitate improvement. The service provider will be expected to provide training and support to organisations, throughout the contract, to encourage best use of feedback in improving services.\r\n The service will be available to all fourteen NHS Territorial Boards and certain National Boards and agencies in Scotland. This will be Golden Jubilee National Hospital, NHS 24, Scottish Ambulance Service, Healthcare Improvement Scotland, NHS Education for Scotland, NHS National Services Scotland, and Public Health Scotland) and should include provision to allow other health and social care providers to become registered responders. It should be noted that NHS National Services Scotland and NHS Education for Scotland are due to merge in April 2026 to form NHS Delivery. The service provider will be expected to ensure that registration meets the needs of these newly merged Boards.\r\n The site shall record whether each story is posted by a patient, service user, parent/guardian, family member, carer, member of staff, or someone posting on behalf of a patient or carer, and this information shall be made available in reports to registered organisations.",
        "hasOptions": false,
        "hasRenewal": false,
        "id": "1",
        "status": "active",
        "submissionTerms": {
          "variantPolicy": "notAllowed"
        }
      }
    ],
    "mainProcurementCategory": "services",
    "procurementMethod": "open",
    "procurementMethodDetails": "Open procedure",
    "selectionCriteria": {
      "criteria": [
        {
          "description": "SPD Q.4B.1.1: Bidders are required to provide statement of accounts or extracts relating to their business for the previous 3 years. Where any are risks identified by NSS as part of the due diligence carried out on the above information NSS may require Bidders to provide additional information to demonstrate financial standing. Additional information can include but not be limited to:\r\n - parent company accounts (if applicable)\r\n - deeds of guarantee\r\n - bankers statements and references\r\n - accountants\u00e2\u0080\u0099 references\r\n - management accounts\r\n - financial projections, including cash flow forecasts\r\n - details and evidence of previous contracts, including contract values\r\n - capital availability.\r\n Bidders who cannot provide suitable evidence of a secure financial standing may be excluded from the procurement.\r\n Q.4B.5.1 and Q.4B.5.2: It is a requirement of this contract that bidders hold, or can commit to obtain prior to the commence of any subsequently awarded contract, the types and levels of insurance indicated below:\r\n Employers liability insurance: 5 000 000 GBP;\r\n Public liability insurance: 1 000 000 GBP;\r\n Professional indemnity insurance: 1 000 000 GBP",
          "type": "economic"
        },
        {
          "description": "4C.1.2 Please provide details of three relevant examples of services carried out during the last three years.\r\n 4.C.2 Bidders are required to confirm compliance with standards, such as ISO or equivalent, set by technical bodies, especially those responsible for quality control. Please provide examples such as the following:\r\n - Cyber Essentials\r\n - ISO 9001 - Quality Management Systems\r\n - ISO 27001 - Information Security Management\r\n - ISO 27017 - Code of practice for information security controls\r\n - ISO 27018 - Code of practice for protection of personally identifiable information (PII) in public clouds acting as PII processors\r\n - UK Government 14 Cloud Security Principles\r\n Please state the relevance of any such educational and professional qualifications.\r\n 4C.6: Bidders will be required to confirm that they and/or the service provider have relevant educational and professional qualifications such as the following: ITIL qualifications [Helpdesk, etc] or equivalent other professional qualifications relevant to the Services outlined in the Contract Notice.\r\n And:\r\n 4C.6.1: Bidders will be required to confirm that they and/or the service provider\u0027s managerial staff have relevant educational and professional qualifications such as the following: ITIL qualifications [Helpdesk, etc] or equivalent other professional qualifications relevant to the Services outlined in the Contract Notice.\r\n 4C.10: Bidders will be required to confirm whether they intend to subcontract and, if so, for what proportion of the contract",
          "type": "technical"
        }
      ]
    },
    "status": "active",
    "submissionMethod": [
      "electronicSubmission"
    ],
    "submissionMethodDetails": "https://www.publictendersscotland.publiccontractsscotland.gov.uk",
    "submissionTerms": {
      "bidValidityPeriod": {
        "durationInDays": 270
      },
      "languages": [
        "en"
      ]
    },
    "tenderPeriod": {
      "endDate": "2026-01-23T12:00:00Z"
    },
    "title": "Patient/Carer Feedback Service",
    "value": {
      "amount": 1000000.0,
      "currency": "GBP"
    }
  }
}