Health Complaints Advocacy Service Framework for London Councils

The Service will support patients, service users, residents, their family, carer or representative, with a complaint or grievance related to any aspect of healthcare.

United Kingdom-London: Health and social work services

2016/S 238-433562

Contract notice

Services

Directive 2014/24/EU

Section I: Contracting authority

I.1)Name and addresses

London Borough of Southwark
Southwark Council, 160 Tooley Street
London
SE1 2QH
United Kingdom
Contact person: Simon Mitchell
Telephone: +44 2075253475
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI

Internet address(es):Main address: http://www.southwark.gov.uk

Address of the buyer profile: http://www.southwark.gov.uk

I.1)Name and addresses

London Borough of Barking and Dagenham
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI21

Internet address(es):Main address: www.lbbd.gov.uk

I.1)Name and addresses

London Borough of Barnet
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI21

Internet address(es):Main address: www.barnet.gov.uk

I.1)Name and addresses

London Borough of Bexley
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI22

Internet address(es):Main address: www.bexley.gov.uk

I.1)Name and addresses

London Borough of Brent
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI23

Internet address(es):Main address: www.brent.gov.uk

I.1)Name and addresses

London Borough of Bromley
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI22

Internet address(es):Main address: www.bromley.gov.uk

I.1)Name and addresses

London Borough of Camden
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI11

Internet address(es):Main address: www.camden.gov.uk

I.1)Name and addresses

City of London
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI12

Internet address(es):Main address: www.cityoflondon.gov.uk

I.1)Name and addresses

London Borough of Croydon
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI22

Internet address(es):Main address: www.croydon.gov.uk

I.1)Name and addresses

London Borough of Ealing
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI23

Internet address(es):Main address: www.ealing.gov.uk

I.1)Name and addresses

London Borough of Enfield
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI21

Internet address(es):Main address: www.enfield.gov.uk

I.1)Name and addresses

Royal Borough of Greenwich
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI22

Internet address(es):Main address: www.greenwich.gov.uk

I.1)Name and addresses

London Borough of Hackney
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI12

Internet address(es):Main address: www.hackney.gov.uk

I.1)Name and addresses

London Borough of Hammersmith and Fulham
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI11

Internet address(es):Main address: www.lbhf.gov.uk

I.1)Name and addresses

London Borough of Haringey
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI21

Internet address(es):Main address: www.haringey.gov.uk

I.1)Name and addresses

London Borough of Harrow
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI23

Internet address(es):Main address: www.harrow.gov.uk

I.1)Name and addresses

London Borough of Havering
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI21

Internet address(es):Main address: www.havering.gov.uk

I.1)Name and addresses

London Borough of Hillingdon
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI23

Internet address(es):Main address: www.hillingdon.gov.uk

I.1)Name and addresses

London Borough of Hounslow
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI23

Internet address(es):Main address: www.hounslow.gov.uk

I.1)Name and addresses

London Borough of Islington
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI11

Internet address(es):Main address: www.islington.gov.uk

I.1)Name and addresses

Royal Borough of Kensington and Chelsea
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI11

Internet address(es):Main address: www.rbkc.gov.uk

I.1)Name and addresses

Royal Borough of Kingston upon Thames
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI22

Internet address(es):Main address: www.kingston.gov.uk

I.1)Name and addresses

London Borough of Lambeth
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI12

Internet address(es):Main address: www.lambeth.gov.uk

I.1)Name and addresses

London Borough of Lewisham
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI22

Internet address(es):Main address: www.lewisham.gov.uk

I.1)Name and addresses

London Borough of Merton
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI22

Internet address(es):Main address: www.merton.gov.uk

I.1)Name and addresses

London Borough of Newham
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI21

Internet address(es):Main address: www.newham.gov.uk

I.1)Name and addresses

London Borough of Redbridge
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI21

Internet address(es):Main address: www.redbridge.gov.uk

I.1)Name and addresses

London Borough of Richmond upon Thames
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI22

Internet address(es):Main address: www.richmond.gov.uk

I.1)Name and addresses

London Borough of Sutton
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI22

Internet address(es):Main address: www.sutton.gov.uk

I.1)Name and addresses

London Borough of Tower Hamlets
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI12

Internet address(es):Main address: www.towerhamlets.gov.uk

I.1)Name and addresses

London Borough of Waltham Forest
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI21

Internet address(es):Main address: www.walthamforest.gov.uk

I.1)Name and addresses

London Borough of Wandsworth
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI11

Internet address(es):Main address: www.wandsworth.gov.uk

I.1)Name and addresses

City of Westminster
London
United Kingdom
E-mail: ihcas@southwark.gov.uk
NUTS code: UKI11

Internet address(es):Main address: www.westminster.gov.uk

I.2)Joint procurement

The contract involves joint procurement

I.3)Communication

The procurement documents are available for unrestricted and full direct access, free of charge, at: https://procontract.due-north.com/Advert/Index?advertId=0ef0a4cb-00bb-e611-8118-000c29c9ba21

Additional information can be obtained from the abovementioned address

Tenders or requests to participate must be submitted electronically via: https://procontract.due-north.com/Advert/Index?advertId=0ef0a4cb-00bb-e611-8118-000c29c9ba21

I.4)Type of the contracting authority

Regional or local authority

I.5)Main activity

General public services

Section II: Object

II.1)Scope of the procurement

II.1.1)Title:

Independent Health Complaints Advocacy Service Framework.

Reference number: DN228275

II.1.2)Main CPV code

85000000

II.1.3)Type of contract

Services

II.1.4)Short description:

The Service will support patients, service users, residents, their family, carer or representative (‘Clients’), with a complaint or grievance related to any aspect of healthcare as described in the Health and Social Care Act 2012, including that which falls under the remit of the Health Service Ombudsman, such as complaints about poor treatment or service provided through health services in England.

The Service will also support Client’s complaints when they concern health and social care services (and not one service in particular). The Service will support the Client through the appropriate complaints process(es). This may result in the Service supporting a Client through to the Local Government Ombudsman (for a social care service complaint).

The Service will, where appropriate, refer to local advocacy services and to specialist services to provide on going support.

II.1.5)Estimated total value

Value excluding VAT: 8 000 000.00 GBP

II.1.6)Information about lots

This contract is divided into lots: no

II.2)Description

II.2.1)Title:

II.2.2)Additional CPV code(s)

85321000

85323000

98000000

II.2.3)Place of performance

NUTS code: UKI

II.2.4)Description of the procurement:

The Service will, where appropriate, refer to local advocacy services and to specialist services to provide on going support.

II.2.5)Award criteria

Criteria below

Quality criterion – Name: Quality / Weighting: 60

Price – Weighting: 40

II.2.6)Estimated value

Value excluding VAT: 8 000 000.00 GBP

II.2.7)Duration of the contract, framework agreement or dynamic purchasing system

Duration in months: 48

This contract is subject to renewal: no

II.2.10)Information about variants

Variants will be accepted: no

II.2.11)Information about options

Options: yes

Description of options:

The framework agreement will be awarded for a period of four (4) years. Service Contracts used to call-off by Participating Authorities and shall be for two (2) years with two single year extensions available (2+1+1).

II.2.12)Information about electronic catalogues

II.2.13)Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no

II.2.14)Additional information

Section III: Legal, economic, financial and technical information

III.1)Conditions for participation

III.1.1)Suitability to pursue the professional activity, including requirements relating to enrolment on professional or trade registers

List and brief description of conditions:

In the procurement documents.

III.1.2)Economic and financial standing

Selection criteria as stated in the procurement documents

III.1.3)Technical and professional ability

Selection criteria as stated in the procurement documents

III.1.5)Information about reserved contracts

III.2)Conditions related to the contract

III.2.1)Information about a particular profession

III.2.2)Contract performance conditions:

In the procurement documents.

III.2.3)Information about staff responsible for the performance of the contract

Section IV: Procedure

IV.1)Description

IV.1.1)Type of procedure

Open procedure

IV.1.3)Information about a framework agreement or a dynamic purchasing system

The procurement involves the establishment of a framework agreement

Framework agreement with a single operator

IV.1.4)Information about reduction of the number of solutions or tenders during negotiation or dialogue

IV.1.6)Information about electronic auction

IV.1.8)Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: yes

IV.2)Administrative information

IV.2.1)Previous publication concerning this procedure

IV.2.2)Time limit for receipt of tenders or requests to participate

Date: 13/01/2017

Local time: 16:00

IV.2.3)Estimated date of dispatch of invitations to tender or to participate to selected candidates

IV.2.4)Languages in which tenders or requests to participate may be submitted:

English

IV.2.6)Minimum time frame during which the tenderer must maintain the tender

Duration in months: 6 (from the date stated for receipt of tender)

IV.2.7)Conditions for opening of tenders

Date: 16/01/2017

Local time: 12:00

Section VI: Complementary information

VI.1)Information about recurrence

This is a recurrent procurement: no

VI.2)Information about electronic workflows

VI.3)Additional information:

VI.4)Procedures for review

VI.4.1)Review body

High Court
Royal Court of Justice, The Strand
London
WC2A 2LL
United Kingdom

VI.4.2)Body responsible for mediation procedures

VI.4.3)Review procedure

Precise information on deadline(s) for review procedures:

The Council will incorporate a minimum ten (10) calendar days standstill period at the point information on the award of the contract is communicated to Tenderers. Applicants who are unsuccessful shall be informed by the Council as soon as possible after the decision has been made as to the reasons why the applicant was unsuccessful.

If an appeal regarding the award of the contract has not been successfully resolved, the Public Contracts Regulations (2015) provide for aggrieved parties who have been harmed or at risk of harm by breach of the rules to take legal action. Any such action must be brought within the applicable limitation period.

VI.4.4)Service from which information about the review procedure may be obtained

VI.5)Date of dispatch of this notice:

07/12/2016

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