Non-Clinical Decision Support Software

This contract is for the provision of non-clinical decision support software to be deployed within the NHS 111 Wales service to enable initial call taking to the service to be completed. A Call Handler will commence the non-clinical triage process to determine the condition of the patient and whether they need to speak to a clinician.

Remote clinical assessment will then subsequently be undertaken, where required, by either a clinician utilising separate clinical decision support software within the NHS 111 Wales service or the call transferred to another software system, dependent upon the reason for the call and assigned clinical priority, to be assessed by another provider across NHS Wales urgent primary care services.

The software solution is required to facilitate non-clinical call takers in the NHS 111 Wales service to stream and prioritise calls received and manage patients remotely. Where required the software is to enable the call to be allocated to a clinician within the NHS 111 Wales service to undertake further clinical triage in the separate instance of the clinical decision support software.

In addition, the contract is for the supply of professional services to enable the implementation and training of the solution and as well as the relevant software licences for the software application itself. The contract is also for the supply of the associated ongoing support and maintenance services.

This contract is for the provision of non-clinical decision support software to be deployed within the NHS 111 Wales service to enable initial call taking to the service to be completed by non-clinical Call Handlers. Following initial call taking remote clinical assessment will then either be undertaken by a clinician within separate clinical decision support software utilised by NHS 111 Wales or the call transferred to another software system, to be assessed, dependent upon the reason for the call and assigned clinical priority, by another provider across NHS Wales urgent primary care services.

The non-clinical decision software is required to facilitate non-clinical call takers in the NHS 111 Wales service to stream and prioritise calls received utilising non-clinical decision-making algorithms which are based on NHS content. Calls received are required to be passed from a separate patient management system into the non-clinical decision support software to reduce the risk of mistakes being made when entering new details.

The non-clinical decision software is to allow subsequent calls to be matched to previous assessments and repeat callers are to be highlighted to the Call Handler to help manage patient care. Calls are also required to be appropriately returned to the patient management system.

The non-clinical decision software is required to contain non-clinical decision-making algorithms to allow the Call Handler to interpret the callers' symptoms and following a non-clinical triage process provide a patient with a recommendation (disposition) if no further remote clinical assessment of the call is required. The non-clinical decision software provided is required to enable the Welsh Ambulance Service to reduce variation in the assessment of conditions, and support a research, evidence-based approach to the assessment, offering transparency regarding advice to patients. The solution is required to be able to support access to the NHS 111 Wales service via video and provide an intuitive, safe interface for end users.

The non-clinical decision software must be able to work seamlessly with the patient management system and clinical decision support software (supplied separately) to ensure safe and efficient transfer of patient details to and from remote clinical assessments. The solution is required to provide full digital audit capability (Themes, Trends, Statistical Reporting on staff performance), allow seamless sharing of clinical information between service providers, and work intelligently with electronic patient care records systems.

In addition, this requirement is for the supply of professional services to enable the implementation and training of the solution and as well as the relevant software licences for the non-clinical decision software this requirement is also for the supply of the associated ongoing software support and maintenance services.

II.2.11) Information about options