Awarded to Radius Communications Ltd

Start date: Wednesday 31 October 2018
Value: £860,000
Company size: SME
Healthy London Partnership (HLP) on behalf of NHS Redbridge CCG

NHS Integrated Urgent Care (IUC) London Patient Relationship Manager

2 Incomplete applications

1 SME, 1 large

2 Completed applications

2 SME, 0 large

Important dates

Wednesday 25 July 2018
Deadline for asking questions
Wednesday 1 August 2018 at 11:59pm GMT
Closing date for applications
Wednesday 8 August 2018 at 11:59pm GMT


Summary of the work
The HLP London Urgent & Emergency Care programme requires a Patient Relationship Manager service (or similar CRM platform) to: integrate with London NHS providers; supply a telephony infrastructure for NHS 111 calls routing; connect with local IT systems to share pertinent data securely.

For specification and Info contact:
Latest start date
Monday 27 August 2018
Expected contract length
2 years
Organisation the work is for
Healthy London Partnership (HLP) on behalf of NHS Redbridge CCG
Budget range
Total budget £430,000, per annum

About the work

Why the work is being done
The radical transformation of Urgent & Emergency Care services, with the creation of enhanced Integrated Urgent Care (IUC) models, will manage urgent care demand more effectively through a ‘Consult and Complete’ model. The London Patient Relationship Manager must provide a consolidated digital platform which leverages the power of new digital technologies, including cloud technology, Artificial Intelligence and Big Data to improve patient experience, empower clinicians and support urgent care commissioners with access to real time and historic data dashboards.
Problem to be solved
NHS service providers are commissioned separately by each London Sustainability & Transformation Partnership (STP). This has created a complex and disparate NHS provider landscape, which presents a challenge in offering consistent, high quality and personalised care across the capital. Key challenges that the procurement aims to solve includes providing patients with fast, high quality and coordinated experiences through NHS 111/IUC services, capitalising on emerging innovative technologies, and ensuring the benefits currently offered to patients, clinicians and the Urgent & Emergency Care system in London are protected and built upon over the next two years.
Who the users are and what they need to do
Across a London population of 9.08million, approximately 150,000 calls are made to NHS 111/IUC service providers every month. The PRM must provide the technological architecture and capability to mobilise new operational processes quickly, more sophisticated NHS 111 call routing and a wealth of real time and historic reporting to support commissioning decision–making.

It is anticipated the chosen solution/solutions will be deployed to each NHS Integrated Urgent Care/ 111 provider. A checkpoint assurance process will be introduced to agree deployment into each NHS Integrated Urgent Care/ 111 provider’s live system.

Full requirements can be found in the service specification.
Early market engagement
Any work that’s already been done
The current NHS London Patient Relationship solution is live and connected with the national NHS 111 telephony service. It routes all London NHS 111 calls to the most appropriate of the five NHS 111 or IUC providers across the capital (currently Care UK, LAS, LCW, PELC & Vocare), approximately 32,000 calls are managed and routed every week. Development to integrate the NHS 111 Patient Relationship Manager with care or crisis plan suppliers for greater record sharing has been undertaken with a number of suppliers to date, including: Health Analytics, Patients Know Best, Cerner, Healthcare Gateway, Endeavour and Orion
Existing team
The HLP Urgent & Emergency Care programme team supports all London CCGs implement the complex national IUC service specification by 31 March 2019 and driving the delivery, utilisation and adoption of the digital U&EC requirements outlined in the Next Steps on the Five Year Forward View strategy. They work in collaboration with CCGs, trusts, providers and many other third parties, software and telephony providers who are responsible for delivering specific integration elements to provide an integrated PRM solution.
Current phase

Work setup

Address where the work will take place
The supplier will usually be based in their own premises, but work in a collaborative way on a daily basis with the client and other suppliers. The Supplier will travel as required to work and to attend key meetings, stakeholder engagement events and workshops as the client’s premises, which are usually:
• 15 Marylebone Road, London, Greater London, NW1 5JD
• Skipton House, 80 London Road, SE1 6LH
Working arrangements
It is expected that the team will usually work from disparate geographic locations and therefore must make use of a range of technologies to connect and share information. Travel to and within London should be included within the funding envelope and not charged at cost. The Supplier will be expected to demonstrate willingness to work collaboratively and flexibly with multiple other 3rd party suppliers
Security clearance
The supplier is expected to hold relevant NHS Digital certificates and compliance with the Data Security and Protection Toolkit, as well as connectivity to the NHS Digital N3 data network and secure NHS email. Please see full requirements outlined in section 3.3 of the specification (Information Governance and Quality Management)

Additional information

Additional terms and conditions

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Have the ability to provide references to evidence support of secure
  • Be able to provide a full service lifecycle, including Agile project
  • Be able to work with multiple stakeholders professionally and build
Nice-to-have skills and experience
Please refer to detailed evaluation criteria

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • detailed description of the proposed solution which demonstrates understanding of the client’s requirements 10%
  • strong understanding of the challenges and strategic context in which the programme operates 5%
  • detailed explanation on how the solution will be built, tested and deployed, including the critical success factors 5%
  • approach to providing the entirety of the service, including the ongoing management of the solution in a live environment 5%
  • proposed methodology to meet the requirements of the HLP Urgent & Emergency Care programme and the PRM specification, including a rationale on the benefits of this approach 5%
  • how and what the governance structure will be in order to continually monitor and improve quality of service management and delivery 5%
  • how the Supplier will work in an integrated system to continually improve outcomes and quality, whilst ensuring total integration of the telephony requirements as specified in the specification. 5%
  • how the Supplier intends to capture user experience for the proposed solution 5%  demonstrable
  • demonstrable evidence in supporting similar programmes involving complex, multi-organisation components 5%
  • describe the expected benefits from this work and how the Supplier will support them to be realised. 5%
  • proposed mobilisation plan and detail how the Supplier intends to mobilise and meet the timelines as specified in the specification 5%
  • the risks, issues and dependencies the Supplier foresees in providing support and how they would manage and mitigate these. 5%
  • How will the supplier deliver value for money on this contract 5%
  • Further information on the service specificaton; tender and the evaluation is available on request on this email address:
Cultural fit criteria
  • Present how you will work as a coherent team with the client, partners and other suppliers 1.4%
  • Present your approach to user centred design and the iterative development of working solutions 1.4%
  • Describe your team structure and how you will bring required expertise to the Service, including relevant CVs of team members 1.4%
  • Present your approach to sharing learning, feedback and technical solutions to ensure transparency and collaboration are core themes of the partnership 1.4%
  • Present how you will manage the needs of many different stakeholders with often conflicting demands 1.4%
  • Present how you will manage the reprioritisation of tasks to support emerging NHS strategic or operational requirements 1.4%
  • Present how you will document, share and then handing over an MVP to another team which could be another supplier 1.4%
Payment approach
Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Presentation
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. DOS round 1 shortlist involves 100 word evidence based responses to the Nice to Have and Essential experience criteria. However these areas reference the more detailed evaluation criteria, this makes it impossible for suppliers to submit a response. Has this been considered?

With regard a digital consolidated platform, are Cots SAAS solutions preferred? If so how many users are anticipated as needing licenses and is this included within the £430k budget?
Yes this has been considered but the portal requires suppliers to respond to nice-to-have skills and experience and the essential skills and experience questions (for shortlisting purposes) before they can progress to the proposal and cultural fit evaluation criteria.
For nice-to-have skills and experience please address the following areas briefly;
Evidence of delivering similar services to NHS at scale.
Evidence of using agile project delivery methodology
Ability to offer full service management 24/7
(Ignore the statement 'Please refer to detailed evaluation criteria')

SAAS solutions preferred? No
We would expect up to 100 users Licenses based on access to PRM dashboard.
2. Are you looking for a software house to create a new iteration of the PRM? Or are you looking for a professional services company to design, procure (go out to market for a new PRM), test and review a new system on behalf of HLP?
We are looking for a supplier for the next iteration of the PRM which can host, build and run the software rather than a professional services team who project manages, tests and evaluates the solution.
3. Dear HLP London Urgent & Emergency Care programme Team, The essential criteria questions seems to be incomplete, could you please provide us the complete version of it?
Ability to provide references to evidence support of similar scale, multi-channel services
Ability to provide a full service lifecycle, including Agile project management, design, build, documentation, testing, training, training materials, operations, risk and issue management, all hardware and software required to deliver the services
Ability to work with multiple stakeholders professionally Ability to work with new and emerging technologies to meet SLA requirements
Offer full service management 24/7
Commitment to collaborative development of full User engagement strategy for product testing and subsequent user acceptance testing of the new technologies
Compliance with NHS Digital standards as outlined within the specification