Section one: Contracting authority
one.1) Name and addresses
King’s College Hospital NHS Foundation Trust
KCH Business Park, 129 Coldharbour Lane
London
SE5 9NY
Contact
Sunday Okhiria
Telephone
+44 2045340573
Country
United Kingdom
Region code
UKI45 - Lambeth
Internet address(es)
Main address
Buyer's address
one.3) Communication
Additional information can be obtained from the above-mentioned address
Electronic communication requires the use of tools and devices that are not generally available. Unrestricted and full direct access to these tools and devices is possible, free of charge, at
https://health-family.force.com/s/Welcome
one.4) Type of the contracting authority
Regional or local authority
one.5) Main activity
Health
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Kings College Hospital Patient Experience and Communication
two.1.2) Main CPV code
- 79342311 - Customer satisfaction survey
two.1.3) Type of contract
Services
two.1.4) Short description
The patient experience survey is designed to collect valuable insights and feedback from individuals/patients who have undergone care at King's College Hospital. This feedback is obtained through various mediums, including SMS (Short Message Service), paper, email, online links, QR codes, and IVR (Interactive Voice Response), ensuring diverse and comprehensive input from the patients' perspectives.
two.1.5) Estimated total value
Value excluding VAT: £405,000
two.1.6) Information about lots
This contract is divided into lots: No
two.2) Description
two.2.2) Additional CPV code(s)
- 79342310 - Customer survey services
two.2.3) Place of performance
NUTS codes
- UKI45 - Lambeth
two.2.4) Description of the procurement
King's College Hospital Trust employs a web-based analysis and reporting system for the administration of patient experience surveys. This system is actively utilized by the Patient Experience Team, Patient Outcomes Team, and Volunteering Service, enabling real-time collection of patient feedback. Beyond facilitating the nationally mandated Friends and Family Test (FFT), the system accommodates various ad-hoc and local surveys linked to key Trust quality priorities and strategies.
This system plays a crucial role in delivering and reporting the Friends and Family Test (FFT), a component of the standard NHS Contract. FFT results are submitted monthly to NHS England, contributing to national statistics and benchmarking efforts. The Trust employs a comprehensive approach, leveraging SMS, paper, email, online links, QR codes, and IVR. This enables the use of text messages, telephone surveys, and online platforms to extensively gather patient experience feedback.
two.3) Estimated date of publication of contract notice
26 February 2024
Section four. Procedure
four.1) Description
four.1.8) Information about the Government Procurement Agreement (GPA)
The procurement is covered by the Government Procurement Agreement: Yes
Section six. Complementary information
six.3) Additional information
The Trust heavily relies on SMS (text messages) and IVR (telephone surveys) to capture patient experience feedback through the Friends and Family Test Survey. All patients, including inpatients, outpatients, day cases, maternity, and emergency attendees, are offered the opportunity to share their experiences within 48 hours via text message. In the fiscal year 2022/23, over 1.8 million text messages were sent to patients, inviting them to complete the Friends and Family Test.
The current system also offers survey delivery through various alternative methods, such as paper, email, online links, and QR codes. Qualitative and quantitative results can be reported using different styles and are distributed to staff through automated push reports. Currently, there are 934 active users in the Trust who regularly receive automated patient experience reports via the system. Sentiment analysis is conducted through these reports using a third-party service that provides free-text comment theming and analysis. The sentiment analysis tool supports in-depth reporting for the Trust's improvement initiatives and annual quality priorities.