Outcome of Complaints Research

Outcome of Complaints Research

We wish to undertake a piece of qualitative research with people who have made a complaint or owned or worked in a service that has been complained against.

CONTRACT NOTICE – NATIONAL

SERVICES

1 Authority Details

1.1

Authority Name and Address


Social Care and Social Work Improvement Scotland (Care Inspectorate)

Finance, Compass House, 11 Riverside Drive,

Dundee

DD1 4NY

UK

Procurement Team

+44 1382207100
http://www.careinspectorate.com

1.2

Address from which documentation may be obtained


Social Care and Social Work Improvement Scotland (Care Inspectorate)

Finance, Compass House, 11 Riverside Drive,

Dundee

DD1 4NY

UK

Procurement Department

+44 1382207100
http://www.careinspectorate.com

1.3

Completed documents must be returned to:


Social Care and Social Work Improvement Scotland (Care Inspectorate)

Finance, Compass House, 11 Riverside Drive,

Dundee

DD1 4NY

UK

Procurement Department

+44 1382207100
http://www.careinspectorate.com

2 Contract Details

2.1

Title

Outcome of Complaints Research

2.2

Description of the goods or services required

Social Care and Social Work Improvement Scotland (SCSWIS) also known as the Care Inspectorate is the independent scrutiny body and regulator of social work and social care services in Scotland.

“We investigate complaints against care services registered with us. Although we have information on numbers of complaints, whether we uphold them or not, what requirements or recommendations we make, and subsequent action by services, none of this really gets to the heart of what difference a complaint investigation makes to outcomes for people using the service or the impact on the quality of care provided.

We wish to undertake a piece of qualitative research with people who have made a complaint or owned or worked in a service that has been complained against. We are seeking to establish

1. what difference our complaint investigations have on outcomes for people using services.

2. proposals for ways to capture these outcomes routinely

3. proposals for how we can routinely collect feedback about our complaints investigations so we can improve our own practices and procedures

While there have been some studies of the process of investigating complaints, preliminary searches suggest that there has been little or no research of its impact on services. The CI recognises that this part of the study may break new ground.”

NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=241371.

The awarding authority has indicated that it will accept electronic responses to this notice via a ‘Tender Submission Postbox’ facility. Further details of this facility are available at http://www.publiccontractsscotland.gov.uk/PostBox/Postbox_Explain.aspx?ID=241371.

Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems. The postbox closes precisely at the time stated.

2.3

Notice Coding and Classification

151500 Healthcare
151512 Healthcare – Service Provision
151511 Healthcare – Social Policy
159999 other Consultancy

100 All Scotland

2.4

Total quantity or scope of tender

Please see specifications, available budget is £40k including VAT.

3 Conditions for Participation

3.1

Minimum standards and qualification required

n/a

4 Administrative Information

4.1

Type of Procedure

Single stage – Any candidate may submit a tender.

4.2

Reference number attributed to the notice by the contracting authority

1213/Oct/001/SCSWIS

4.3

Time Limits

a) Time-limit for obtaining documentation  22-10-2012

b) Time-limit for receipt of completed tenders
29-10-2012  Time  19:00

c) Estimated award date  28-12-2012

4.5

Language or languages in which tenders or requests to participate can be drawn up

EN

4.6

Tender Submission Postbox

The awarding authority has indicated that it will accept electronic responses to this notice via the Tender Submission Postbox facility. Further details are available at http://www.publiccontractsscotland.gov.uk/PostBox/Postbox_Explain.aspx?ID=241371

5 Other Information

5.1

Additional Information

Tenderers may submit enquiries, regarding clarifications or an

interpretation of any aspect of this ITT using the facilities available on the “Public Contracts Scotland” portal, from where responses will be distributed to all parties who have noted an interest in the ITT.

This will ensure that all potential suppliers are treated equally.

Tenderers who attempt to circumvent this formal communication

process may be eliminated from participation in the tender.

(SC Ref:241371)

5.2

Additional Documentation

Invitation to Tender-SCSWIS final

5.3

Publication date of this notice

05-10-2012