Appointment reminder service supplier system part 2

Dear Sir/MadamI would be grateful if you could provide information on the following points:Please provide details of the Trust’s current appointment reminder servicesupplier/system including the reminder methods used i.e. SMS, emails,automated calls or live agents.We currently use Envoy Messenger. The primary method to be used will be text as afront line and then automated voice in the event of an unsuccessful delivery of a textmessage.Please provide when the service was implemented and the specialtiesincluded?The service will commence on the 8th October 2012 and will initially include twoselected specialties (neurology and respiratory), thereafter the majority of the Trustsservices will be part of the implementation in a phased implementation.If the Trust does not currently have a reminder service in operation pleaseexplain why this is the case?As per above point, the service will commence on the 8 th October.Please provide monthly values for the numbers of patientscontacted/reminded?Not yet availablePlease provide specific details of any aims/targets set of the reminder serviceand whether these have been achieved?Targets for the % of DNA reduction have not been set within the scope of thiscontract. The Trust’s initial priority is to implement a service with a view toevaluate the impactPlease provide details of any patient complaints or technical difficultiesencountered whilst the service is in operation.Not applicable (complaints) as not yet in operation. The implementation phasehas encountered minimal technical problems.

Please provide details of the member(s) of staff responsible for theimplementation and continued running of the service and their role within theTrust?Project Lead: Mervyn Freeze – Service Manager. The project groupresponsible for the implementation and continued running of the service iscomprised of relevant service managers, information and ITrepresentatives.Please provide details of:(i) Supplier – Healthcare Communications (Envoy Messenger)(ii) Expected contract length – 1 year contract initially signed(iii) Contract review date – March 2013(iv) Cost of contract to date - £37 824 is the contract valuePlease provide details of the implementation costs and on-going/supportcosts?The total cost of the project is reflected in the contract cost above. There are noongoing support or implementation costs.Please provide details of the processes followed to procure an appointmentreminder service?- Initially suppliers either on or off the Framework were invited toinformally give a presentation of their service model. This processallowed the Trust to understand the products available in the marketplace.- Suppliers on the Framework were then invited via e-mail to express aninterest in delivering a service to HUH.- Suppliers who confirmed an interest were invited to present theirsystem to a panel on the same day. The exact same parameters wereprovided to each supplier (e.g. number of outpatient attendances).Each supplier was requested to provide a cost at delivering the serviceand projected return on investment.- The panel selected the preferred supplier. References (as supplied bypresenting suppliers) were obtained verbally from Trusts.- All parties were notified verbally of intent to contract/not contract a servicePlease provide details of the channels used to publish the notification ofprocurement, for an appointment reminder service?

Potential providers on the framework were e-mailed directly.