HUC and LAS will work in partnership to support the safe, effective and efficient delivery of the LAS 111 Clinical Assessment Service.
Both providers will work within Integrated Urgent Care (IUC) National guidelines and deliver all services using NHS Pathways systems in
accordance with licence regulations.
This contract will provide increased resilience and business continuity for LAS in the provision of 111 IUC, which is operationally efficient, to best serve the interests of the patients across London
Provision of service from HUC to LAS include
a. Call Answering - receipt of 111 calls for patients covered by either party contracts using NHS Pathways assessment tool and locally agreed pathways by ringfenced staff dedicated to supply the contract
b. Clinical Assessment - having a dedicated team of clinicians working across clinical queues to support high quality care using NHS Pathways assessment tool and locally agreed pathways
c. Training – to allow combined training courses and/or sharing of trainers to allow increased access to NHS Pathways training for staff in both organisations.
d. Service Development – partnership working to increase quality of care and shared learning in relation to a range of service areas i.e. Remote Working, Audit and support in any future development. Any changes to the scope of delivery or costs will be agreed through a variation order and LAS governance processes.
Operating hours
a. The Provider call centre shall be open for calls 24/7, with agreement of timing of service agreed as part of the activity planning process. (Further amendments to the provision shall be discussed by the parties and agreed in writing between the parties).
Call Process
a. Calls will be routed into an agreed Provider number from the relevant NHS 111 service
b. Call centre staff shall take the specified action as required by the Call Script and Decision Protocol based on the answers received from the caller.
c. It is required that calls are recorded. The Provider staff shall then follow the outcomes from the Call Script and Decision Protocol.
Resourcing
a. Service Provider staff shall receive induction training from the Provider to familiarise the staff with the Decision Protocol, FAQ list and Call Script
b. Staff must be fully compliant with the standards and preemployment checks stipulated by London Ambulance NHS Trust on request.
c. Provider must have relevant policies and procedures in place to maintain the wellbeing of staff
d. The Provider must record and make available for inspection, on reasonable request by the provider, for all staff working within the provider services:
Verification of Identity – the Provider has collected appropriate evidence to determine that the identity of the individual is genuine and relates to a real person. This area is also concerned with establishing that the individual owns and is rightfully using the identity that they are presenting with.
Right to Work – the Provider is able to demonstrate that it is satisfied that the individual has the right to enter or remain in the United Kingdom, that any leave that has been granted is valid and subsisting and that the individual is allowed to take up employment in the United Kingdom.
Employment History – references covering at least 3 years of recent employment history, ideally 5 years, should be evidenced to ensure the accuracy of any stated employment and to provide reassurance of the individual’s integrity.
Disclosure & Barring Service (“DBS”) – the Provider must evidence that DBS checks are undertaken for all such individuals in line with the DBS guidelines and/or the relevant Codes of Practice.
IG Training / Data Protection
Safeguarding – Call Handling & Direct Patient Contact Role. = Level 2; Clinical staff – Level 3.
Intention of award:
London Ambulance Service are intending to award a contract an existing provider following direct award process C of the Provider Selection Regime.
Lifetime of contract:
2 years (with break clause notice of 6 months). April 2024 - March 2026
Award criteria:
The existing provider is satisfying the original contract and will likely satisfy the proposed contract to a sufficient standard