Incident Management Pre-Market Engagement

Anchor Hanover Group is undertaking preliminary market engagement to understand the capability, maturity and delivery options available in the market for incident, safeguarding, complaints and quality management across its care home business. This activity enables market research to help Anchor define requirements, design the target state architecture and build the business case.

Anchor operates a distributed care home estate and needs a consistent, auditable and insight-led approach to the capture, triage, investigation, oversight and learning of incidents, safeguarding concerns, complaints, compliments and quality events. The opportunity is to replace the legacy solution and strengthen resident safety, regulatory assurance, operational control and organisational learning.

Anchor wants to improve understanding of how modern solutions can support end-to-end case management, timely escalation, regulatory reporting, action tracking and enterprise-level insight. Indicative scope and areas of interest

The potential scope is expected to focus on regulated care home operations in England, with capability that can operate across multiple homes, regions and central support functions. Anchor is interested in both specialist best-of-breed solutions and broader care governance platforms, including where these integrate with retained digital care planning, medication management, workforce, resident, finance, document management and enterprise reporting services.

Anchor invites suppliers to comment on how their solutions could support future specialist care models, such as nursing, step-down or short-stay recovery, without replacing the core platform. Anchor also wants to understand where supplier solutions could support comparable needs across its social housing business, including relevant housing processes, assurance, case management, reporting, learning and shared enterprise capabilities, while recognising that care remains the primary focus of this engagement.

Anchor is also interested in suppliers’ views on the art of the possible. Suppliers are encouraged to challenge assumptions, identify where the proposed scope may be too narrow or too broad, and explain how proven market practice, automation, analytics or responsible AI could improve safety, assurance, colleague experience and decision-making.