Patient Service Centre - CGI IT UK Limited on behalf of Hywel Dda University Health Board (HDUHB)
NHS Wales Shared Services Partnership-Procurement Services (hosted by Velindre University NHS Trust)Estimated Value
Not specified
Deadline
18 June 2026
Published
8 June 2026
Type
Not specified
Overview
The requirement is driven by the need to provide a single point of access for patients to Health Board services, help patients manage their own health and wellbeing, improve patient experience, reduce duplication and strengthen operational efficiency; giving clinicians and support staff a timely, unified view of the patient across relevant health board systems. The proposed service aligns with the Health Board’s strategic ambitions and national NHS Wales digital priorities and is intended to provide the foundations for future regional integration and service expansion.The PSC is the central patient-facing platform: a single, multi-channel point of access that brings together phone, web, chat, post, SMS and in-person access so that patients can access information, guidance, appointment support, referral help and waiting list support without being bounced around separate teams or channels.
For staff, it provides a common way of logging calls, triaging enquiries, escalating issues, managing referrals and tracking actions through to completion. It should also help reduce duplication, improve handovers and make it easier for teams to support patients consistently across services.360° View is the clinician and operational view of the patient: a unified, real-time picture of patient records, interaction history, communications, tasks and pathway activity.
It is designed to help staff see the patient in context, support multi-disciplinary team (MDT) working and reduce time spent hunting across systems for information, while also enabling dashboards, alerts and operational oversight. 360° View is not just a read-only record but a working tool for coordinated care and pathway management.The PSC will work together as one joined-up service with the patient engagement platform (PEP). The PSC will handle patient contact and day-to-day requests, while the PEP will provide the digital tools patients use to manage aspects of their own care, such as viewing information, booking or changing appointments and following guidance. Together, they will give patients a smoother experience and give staff a clearer view of what has happened and what needs to happen next.
Contact & helpdesk
It is the mechanism that replaces fragmented contact arrangements and gives patients a more coherent, predictable way of accessing Health Board services.
AI Analysis
Powered by AI — always verify against official documents
Hywel Dda University Health Board needs a Patient Service Centre (PSC) — a single unified system where patients can contact the health board through phone, web, chat, post, SMS or in-person. Behind the scenes, it gives staff a complete real-time view of each patient's records, history and care pathway so they can help patients faster and reduce wasted time hunting through separate systems.
Requirements
- System must integrate with existing Health Board systems to pull patient records and interaction history
- Must support multi-channel access: phone, web, chat, post, SMS, and in-person
- Must provide real-time unified patient data view (360° View) for clinicians and staff
- Must include call logging, enquiry triaging, issue escalation, referral management and action tracking
- Must work seamlessly with the Patient Engagement Platform (PEP) for coordinated patient experience
- Must support multi-disciplinary team (MDT) working with dashboards and operational alerts
- Must align with NHS Wales digital priorities and support future regional integration
- Must demonstrate alignment with Health Board strategic ambitions
Key Tasks & Deliverables
- Design and build a single patient-facing contact platform replacing fragmented separate channels
- Create unified 360° View dashboard showing real-time patient records, communication history, tasks and care pathway activity
- Integrate PSC with existing Health Board systems to pull live patient data
- Implement call logging system for staff to record all patient interactions
- Build enquiry triage workflow to route patient requests to correct teams
- Create referral management functionality to help patients get referral support
- Implement waiting list support tools so patients can check status without calling
- Build appointment booking/change functionality linked to PEP
- Create operational dashboards and alert systems for staff oversight
- Develop handover and escalation processes between teams within the system
- Test and validate integration between PSC and Patient Engagement Platform (PEP)
How to Read This Tender
- 1This is a digital health IT platform — understand that 'PSC' (Patient Service Centre) is the patient-facing contact layer and '360° View' is the staff-facing data dashboard. They work together as one system.
- 2Look for technical specifications in the full tender documents covering: integration points with existing NHS systems, data security/GDPR requirements, uptime/performance standards, and user interface requirements for both patients and staff.
- 3The contract mentions alignment with 'NHS Wales digital priorities' and 'future regional integration' — this signals the system may need to be flexible enough to connect with other health boards later, so scalability matters.
- 4Note that this is described as 'the foundations for future regional integration' — the buyer wants a system that's not just fit for today but can grow. Ask in clarification questions what systems it must integrate with now versus what's planned for future.
- 5Watch for requirements around multi-disciplinary team (MDT) working — this means different types of staff (doctors, nurses, admin, etc.) need to see and work with the same patient data simultaneously, so real-time synchronisation and permission management are critical.
Tips for Small Businesses
- This is a large, complex system delivery contract likely beyond a single small business — consider forming a consortium or acting as a specialist subcontractor. For example, you might bid as a UX/interface specialist, NHS system integration specialist, or testing/quality assurance provider working under a larger lead contractor.
- NHS Wales contracts heavily weight 'social value' scoring — demonstrate how your bid creates local jobs, supports Welsh businesses, improves accessibility for vulnerable patients, or reduces health inequalities. This can sometimes outweigh lowest price, so invest time in the social value section.
- Request the full tender documents early and look for the 'Technical Specification' and 'Evaluation Criteria' sections. The description here is high-level strategic narrative — the real nuts-and-bolts requirements (system performance, data standards, security certifications like ISO 27001, integration APIs) will be buried in technical annexes. Don't bid without reading these.
Likely incumbents
Suppliers who won similar work from this buyer in the last 5 years.
- 1
SOFTCAT LTD
2 contracts wonlatest 19 May 2026 - 2
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ID MEDICAL GROUP LIMITED
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HARLOW PRINTING LIMITED
1 contract wonlatest 9 Jun 2026 - 5
CONTINUOUS DATAPRINT (U.K.) LTD, T/As: CDP Print Management
1 contract wonlatest 9 Jun 2026
SOFTCAT LTD is the most likely incumbent based on recency and category match. To win, bidders typically need a clearly differentiated proposition or a price advantage.
Independent software, web & cloud studio. We design, build and grow digital products that quietly outlast their category.
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Buyer Profile
NHS Wales Shared Services Partnership-Procurement Services (hosted by Velindre University NHS Trust)Key Dates
Published
8 June 2026
Submission deadline
18 June 2026
Notice type
UK2
Source
sell2wales
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