Key Takeaways

• NHS Shared Business Services has launched a £250 million framework for improving NHS communications through technology.
• The framework includes various communication services, such as chatbots, SMS, and patient portals, and will be active until February 2030.
• Suppliers include companies like Aire Logic and Civica, with the goal of reducing missed appointments and enhancing patient engagement.

NHS Launches £250 Million Communication Framework

NHS Shared Business Services (NHS SBS) has introduced a significant £250 million procurement framework designed to enhance communication between the NHS and its patients. Officially active from February 16, 2026, until February 15, 2030, this initiative aims to modernize communication technologies within NHS organizations, many of which still rely on outdated methods like fax machines and analogue pagers.

The framework, named the Patient/Citizen Communication, Engagement and Hybrid Mail Solutions, includes a range of vetted suppliers equipped to provide various technological solutions. These solutions range from chatbots and SMS messaging to comprehensive mail processing. Organizations can utilize these services for essential communications, such as appointment notifications and reminders.

This procurement framework comprises seven distinct lots that facilitate diverse communication needs:

• Lot 1: Digital communication, covering automated internet-based services like portals and smartphone apps.
• Lot 2: Messaging, which includes SMS and digital paging.
• Lot 3: Voice communication, featuring call center services and Interactive Voice Response (IVR) systems.
• Lot 4: Hybrid mail, offering on- or off-site bulk mail services.
• Lot 5: Patient/Citizen experience surveys and feedback analysis.
• Lot 6: Workforce communication, with options for audio messaging and digital alerts.
• Lot 7: Combined solutions, which allow for varied services from a single supplier.

Efficient communication is crucial in healthcare settings, as highlighted by Kelly Harris, senior category manager at NHS SBS. She noted that modern communication tools can significantly impact patient care, and the framework aims to provide public sector organizations with reliable and cost-effective ways to enhance communication with patients, staff, and service users. The initiative also intends to reduce the number of missed appointments—referred to as Did Not Attend (DNA) rates—by improving appointment scheduling and reliability.

Prominent suppliers participating in this framework include well-known companies like Aire Logic, Civica, IQVIA, X-on Health, Synertec, and RIVIAM Digital Care, ensuring a wide range of options for technology procurement.

In addition, NHS SBS had previously launched a £150 million framework in October 2025 for services related to digital dictation, speech recognition, and outsourced transcription. This aligns with government guidance from April 2025, which encourages NHS clinicians to leverage ambient voice technology and generative AI for transcribing patient consultations, thus turning spoken interactions into structured medical notes and letters.

The new procurement framework represents a significant step towards modernizing the NHS’s approach to communication, ultimately aiming to improve the experience for patients and streamline internal processes. By embracing advanced technologies, the NHS can enhance patient engagement and create a more efficient healthcare system.

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