Norfolk and Waveney NHS111, CAS and Primary Care Out of Hours Services

NHS111 aims to ensure patients with an urgent clinical need are assessed and referred to an appropriate service, in a timely manner, by providing health advice and onward referral over the telephone and online. The NHS111 service will deliver a safe and patient focused service that promotes quality and reduces health inequalities.

Objectives of the service will include;

Achieve nationally and locally mandated KPIs and quality measures.

Expedite patient access to appropriate end point services.

Provide a CAS that manage high level of clinical validation for lower Acuity Ambulance and ED dispositions.

Ensure the Directory of Services (DoS) is maintained in partnership with local system and used to facilitate timely and appropriate levels of care.

Provision of Primary Care OOH care in that OOH period.

Provision of face to face locations for OOH to see patients.

Provision of roving visiting service for patients that require a visit during the OOH period.

It is the intention of NHS Norfolk and Waveney ICB to award a contract to the existing service provider following the Provider Selection Regime Direct Award Process C.

It should be noted that the PSR Direct Award Process C is being utilised to ensure service stability in the short to medium term in order finalise the future model, particularly in relation to the inclusion of the regional Single Virtual Call Centre (SVCC).

It is the longer term intention of Norfolk and Waveney ICB to undertake a Provider Selection Regime (PSR) Competitive Process to formally test the market and implement a longer-term contract.

The term of the contract will be for an initial period of 2 years from 1st April 2025 to 31st March 2027, with the option to extend for a further 12 months to 31st March 2028.

The approximate lifetime value of the contract (including the extension option period) will be £56.1m excluding inflationary uplifts.