Section one: Contracting authority/entity
one.1) Name and addresses
NSS National Procurement
Gyle Square (NSS Head Office), 1 South Gyle Crescent
Edinburgh
EH12 9EB
Contact
Graham Stewart
Telephone
+44 07855137179
Country
United Kingdom
NUTS code
UKM - Scotland
Internet address(es)
Main address
http://www.nss.nhs.scot/browse/procurement-and-logistics
Buyer's address
https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11883
Section two: Object
two.1) Scope of the procurement
two.1.1) Title
Patient Advice and Support Service for NHS Scotland
Reference number
NP79823
two.1.2) Main CPV code
- 85312310 - Guidance services
two.1.3) Type of contract
Services
two.2) Description
two.2.2) Additional CPV code(s)
- 85312310 - Guidance services
two.2.3) Place of performance
NUTS codes
- UKM - Scotland
Main site or place of performance
All entities constituted pursuant to the National Health Service (Scotland) Act 1978.
two.2.4) Description of the procurement at the time of conclusion of the contract:
The Patient Advice and Support Service is an independent service which provides free, accessible and confidential information, advice and support to patients and members of the public regarding NHSScotland healthcare. The contractor will provide and/or co-ordinate a consistent service to patients and other members of the public where those affected wish to give feedback or comments or raise concerns or complaints about NHS services in Scotland.
two.2.7) Duration of the contract, framework agreement, dynamic purchasing system or concession
Start date
1 December 2025
End date
31 May 2026
two.2.13) Information about European Union Funds
The procurement is related to a project and/or programme financed by European Union funds: No
Section four. Procedure
four.2) Administrative information
four.2.1) Contract award notice concerning this contract
Notice number: 2022/S 000-010886
Section five. Award of contract/concession
Contract No
NP79823
Title
Patient Advice and Support Service for NHS Scotland
five.2) Award of contract/concession
five.2.1) Date of conclusion of the contract/concession award decision:
12 December 2022
five.2.2) Information about tenders
The contract/concession has been awarded to a group of economic operators: No
five.2.3) Name and address of the contractor/concessionaire
Citizens Advice Scotland
Spectrum House, 2 Powderhall Rd
Edinburgh
EH7 4GB
Telephone
+44 1315501000
Country
United Kingdom
NUTS code
- UKM - Scotland
The contractor/concessionaire is an SME
Yes
five.2.4) Information on value of the contract/lot/concession (at the time of conclusion of the contract;excluding VAT)
Total value of the procurement: £4,319,192
Section six. Complementary information
six.3) Additional information
Updated total contract value before the modifications
Value excluding VAT: 4,319,192 GBP
Total contract value after the modifications
Value excluding VAT: 4,374,628 GBP
(SC Ref:822023)
six.4) Procedures for review
six.4.1) Review body
Sheriff Court House
27 Chambers Street
Edinburgh
EH1 1LB
Telephone
+44 1312252525
Country
United Kingdom
six.4.3) Review procedure
Precise information on deadline(s) for review procedures
Economic operators should approach the contracting authority in the first instance. However, the only formal remedy is to apply to the courts:
An economic operator that suffers, or is at risk of suffering, loss or damage attributable to a breach of duty under the Public Contracts (Scotland) Regulations 2015 or the Procurement Reform (Scotland) Act 2014, may bring proceedings in the Sheriff Court or the Court of Session.
Section seven: Modifications to the contract/concession
seven.1) Description of the procurement after the modifications
seven.1.1) Main CPV code
- 85312310 - Guidance services
seven.1.3) Place of performance
NUTS code
- UKM - Scotland
Main site or place of performance
All entities constituted pursuant to the National Health Service (Scotland) Act 1978.
seven.1.4) Description of the procurement:
The Patient Advice and Support Service is an independent service which provides free,
accessible and confidential information, advice and support to patients and members of the public regarding NHSScotland healthcare. The contractor will provide and/or coordinate a consistent service to patients and other members of the public where thoseaffected wish to give feedback or comments or raise concerns or complaints about NHSservices in Scotland
Additional Services - The additional services being requested for the current contractor to provide support for the Eljamel Independent Clinical Review (ICR), supporting former patients to complete applicant statements. This will be through online, phone, and in-person support to assist participant complete statements. The support offered to applicants will be over a 6-month period.
seven.1.5) Duration of the contract, framework agreement, dynamic purchasing system or concession
Start date
1 December 2025
End date
31 May 2026
seven.1.6) Information on value of the contract/lot/concession (excluding VAT)
Total value of the contract/lot/concession:
£55,436
seven.1.7) Name and address of the contractor/concessionaire
Citizens Advice Scotland
1 Spectrum House
Edinburgh
eh7 4gb
Country
United Kingdom
NUTS code
- UKM - Scotland
The contractor/concessionaire is an SME
No
seven.2) Information about modifications
seven.2.1) Description of the modifications
Nature and extent of the modifications (with indication of possible earlier changes to the contract):
This Contract Modification Notice will be published to account for additional services
completed between Dec 2025 and May 2026, ensuring compliance with the Public
Contracts (Scotland) Regulations 2015. Note that the additional value of this retrospective
award does not exceed 50% of the originally published contract value
seven.2.2) Reasons for modification
Need for additional works, services or supplies by the original contractor/concessionaire.
Description of the economic or technical reasons and the inconvenience or duplication of cost preventing a change of contractor:
Need for additional works, services or supplies by the original contractor.
Description of the economic or technical reasons and the inconvenience or duplication of cost preventing a change of contractor:
Additional work was completed by original contractor
seven.2.3) Increase in price
Updated total contract value before the modifications (taking into account possible earlier contract modifications, price adaptions and average inflation)
Value excluding VAT: £4,319,192
Total contract value after the modifications
Value excluding VAT: £4,374,628