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PROCUREMENT OPPORTUNITY

Patient/Carer Feedback Service

The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS) · compiled

Tender information last checkedLast checked 30 Sept 2026, 14:22.

Opportunity overview

NHS NSS is acting on behalf of the Scottish Government’s Healthcare Quality and Improvement Division in procuring the appropriate technology and services to create a Patient/Carer feedback website for NHS Scotland.

Classification

  • CPV72000000 — IT services: consulting, software development, Internet and support

Lots

  • NHS NSS is acting on behalf of the Scottish Government’s 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. 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. 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. 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. 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.Value not stated

Published notice details

Additional information from the published procurement release. Fields appear only when supplied by the source; check the original notice and tender documents before acting.

Scope, procedure and submissions

Id
NP506626
Status
active
Has Recurrence
No
Procurement Method
open
Main Procurement Category
services
Procurement Method Details
Open procedure

Covered By

GPA

Bid Opening

Date
23 Jan 2026, 12:00

Legal basis

Id
32014L0024
Scheme
CELEX

Expected award period

Starts
23 Jan 2026, 12:00

Tender Period

Ends
23 Jan 2026, 12:00

Contract terms

Has Electronic Payment
Yes
Has Electronic Ordering
Yes
Electronic Invoicing Policy
allowed

Classification

Id
72000000
Scheme
CPV
Description
IT services: consulting, software development, Internet and support

Submission terms

Languages

en

Bid Validity Period

Duration In Days
270

Submission Method

electronicSubmission

Selection criteria

Criteria

Criterion 1
Type
economic
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: - parent company accounts (if applicable) - deeds of guarantee - bankers statements and references - accountants’ references - management accounts - financial projections, including cash flow forecasts - details and evidence of previous contracts, including contract values - capital availability. Bidders who cannot provide suitable evidence of a secure financial standing may be excluded from the procurement. 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: Employers liability insurance: 5 000 000 GBP; Public liability insurance: 1 000 000 GBP; Professional indemnity insurance: 1 000 000 GBP

Applies To

supplier
Criterion 2
Type
technical
Description
4C.1.2 Please provide details of three relevant examples of services carried out during the last three years. 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: - Cyber Essentials - ISO 9001 - Quality Management Systems - ISO 27001 - Information Security Management - ISO 27017 - Code of practice for information security controls - ISO 27018 - Code of practice for protection of personally identifiable information (PII) in public clouds acting as PII processors - UK Government 14 Cloud Security Principles Please state the relevance of any such educational and professional qualifications. 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. And: 4C.6.1: Bidders will be required to confirm that they and/or the service provider's 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. 4C.10: Bidders will be required to confirm whether they intend to subcontract and, if so, for what proportion of the contract

Applies To

supplier

Lots and requirements

Entry 1
Id
1
Status
active
Has Options
No
Has Renewal
No
Description
NHS NSS is acting on behalf of the Scottish Government’s 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. 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. 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. 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. 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.

Award criteria

Criteria

Criterion 1
Name
Quality
Type
quality
Description
85
Criterion 2
Type
price
Description
15

Contract period

Duration In Days
1,440

Submission terms

Variant Policy
notAllowed

Items and delivery

Item 1
Id
1
Related Lot
1

Delivery locations

Entry 1
Region
UKM

Buyer, suppliers and contacts

Organisation 1
Id
GB-FTS-115937
Name
The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)

Roles

buyer
centralPurchasingBody

Address

Region
UKM
Locality
Edinburgh
Postal Code
EH12 9EB
Country Name
United Kingdom
Street Address
1 South Gyle Crescent

Details

Classifications

Entry 1
Id
BODY_PUBLIC
Scheme
TED_CA_TYPE
Description
Body governed by public law
Entry 2
Id
07
Scheme
COFOG
Description
Health

Identifier

Legal Name
The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)

Contact

Telephone
+44 1312756000
Organisation 2
Id
GB-FTS-110315
Name
Sheriff Court House

Roles

reviewBody

Address

Locality
Edinburgh
Country Name
United Kingdom

Identifier

Legal Name
Sheriff Court House

Recorded locations

  • Buyer location · Edinburgh · UKM · EH12 9EB · United Kingdom
  • Delivery location · UKM

Notice and amendment history

1 published notice version reviewed by ProcuraAxis.

1 VERSION
  1. ocds-h6vhtk-05f884-2025-12-18T09:19:09Zcompiled ·