GP practices will be able to use a new framework from NHS Shared Business Services (NHS SBS) to procure communication technology – including chatbots, SMS messaging and patient portals – more quickly and in compliance.
The Patient/Citizen Communication, Engagement and Hybrid Mail Solutions framework agreement aims to strengthen communication with patients and cut DNAs by making it easier for practices to buy the right digital tools.
Technologies such as patient portals, messaging services and appointment reminders help reduce DNAs, which is estimated to cost the NHS £1.2 billion each year, by making it easier for people to reschedule, said NHS SBS.
The framework includes 33 fully vetted suppliers who can provide a range of services, such as call handling via call centres, smartphone apps, patient surveys and data analysis. (see box)
NHS SBS said the framework could provide a compliant, cost-effective solution for procuring Friends and Family Testing (FFT) services, enabling practices to efficiently capture patient feedback.
And it said that a benefit of portals was providing patients with quicker access to results, which improved the patient experience and boosted operational efficiency for practices.
Senior category manager Kelly Harris said that NHS organisations were not always fast to adopt new communication technologies.
‘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,’ she said.
The framework agreement supports multi‑language communication, alternative formats and inclusive design, with the aim of ensuring that all citizens can engage regardless of their digital skills or physical ability.
As well as NHS organisations, it is available to councils, colleges, housing providers and other public‑facing organisations looking to modernise engagement, improve access, reduce did not attend rates (DNAs) and enhance service delivery.
The framework is valid from 16 February 2026 to 15 February 2030.
The framework
The framework agreement consists of seven ‘lots’. These are:
Lot 1: Digital communication, including the provision of automated one- and two-way internet-based communication services such as portals, smartphone apps and email.
Lot 2: Messaging, including the provision of automated one- and two-way digital messaging, SMS, digital paging and alerting.
Lot 3: Voice communication, including the provision of an agent calls service based in a call centre and Interactive Voice Response (IVR), including intelligent call routing and patient self-service.
Lot 4: Hybrid mail, including the provision of on- or off-site bulk mail, both traditional and electronic.
Lot 5: Patient experience, including the provision of surveys and feedback analysis and data collection.
Lot 6: Workforce communication, including the provision of one- and two-way audio messaging, digital paging and alerting services
Lot 7: Combined solutions – encompassing elements from various Lots with a single supplier and a sole contract.
Source: NHS SBS
