NHS SBS Launches £250M Patient Communication Framework
NHS Shared Business Services (NHS SBS) launches a £250 million Patient/Citizen Communication, Engagement and Hybrid Mail Solutions framework active from 16 February 2026 to 15 February 2030. The four-year agreement pre-vets suppliers for chatbots, SMS, IVR, hybrid mail, portals and workforce messaging to support appointment notifications, reminders and feedback. NHS SBS says the framework aims to help lower Did Not Attend rates and streamline compliant procurement across trusts.
Key Points
- 1Launches £250M four-year framework for patient communication technology and services
- 2Aims to reduce Did Not Attend rates by improving appointment notifications and scheduling
- 3Enables NHS trusts to procure vetted suppliers for chatbots, SMS, IVR, and hybrid mail
Scoring Rationale
Official, wide-reaching and directly actionable NHS procurement drives score; limited novelty beyond enabling existing communication technologies.
Sources
Public references used for this report.
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