NHS Shared Business Services has launched a new Patient/Citizen Communication, Engagement and Hybrid Mail Solutions framework agreement to help NHS organisations and wider public sector bodies improve how they communicate with patients and service users.
The framework provides access to a fully‑vetted range of suppliers offering communication tools such as chatbots, SMS messaging, digital portals, mail services, call handling, workforce communications and more. Its aim is to enhance engagement, streamline information delivery and reduce the high number of missed appointments across the health system.
Missed appointments (Did Not Attend – DNAs) cost the NHS an estimated £1.2 billion a year, making reliable, accessible and two‑way communication increasingly vital to patient care and operational efficiency.
The new framework offers NHS trusts, local authorities and public sector organisations a quick and compliant procurement route for the technologies they need to keep patients informed and engaged.
Services available through the framework include:
- Appointment reminders and notifications
- Two‑way messaging
- Chatbots and digital assistants
- Workforce mobile audio messaging
- Digital pagers and alerting tools
- Patient portals and smartphone apps
- Call centre services and intelligent call routing
- Surveys and feedback analysis
- Hybrid mail for bulk printing and sending letters
By standardising procurement, NHS SBS aims to save time, reduce administrative burden and help organisations cut unnecessary costs while improving patient outcomes.
The framework is structured around seven Lots, allowing organisations to buy individual solutions or combine multiple services:
Lot 1: Digital communication
Automated one‑ and two‑way communication through portals, apps and email.
Lot 2: Messaging
Automated SMS, digital paging, alerting and two‑way messaging.
Lot 3: Voice communication
Call centre services, interactive voice response (IVR), intelligent routing and patient self‑service.
Lot 4: Hybrid mail
On‑ or off‑site bulk mail, including traditional and electronic formats.
Lot 5: Patient/Citizen experience
Surveys, feedback tools, data collection and analytics.
Lot 6: Workforce communication
Mobile audio messaging, paging and alerting for staff.
Lot 7: Combined solutions
Procurement of multiple Lots through a single supplier and contract.
Improved patient communications help services:
- Reduce DNAs
- Increase clinic efficiency
- Improve attendance at screenings and follow‑up appointments
- Support patient choice and access
- Strengthen workforce coordination and emergency response
NHS SBS says the framework will support a more connected, responsive and patient‑centred NHS, helping ensure people receive timely care and stay actively engaged with their health services.
Kelly Harris, Senior Category Manager, said:
“Effective communication is vital in any organisation – but even more so in the NHS, when lives can depend on it. Unfortunately, NHS organisations aren’t always quick to adopt new communication technologies – some trusts are still using fax machines and analogue pagers.
“Using a framework agreement like ours enables all public sector organisations to swiftly and compliantly procure reliable and cost-effective ways of communicating with their patients, staff and service users.”
Image credit: iStock
