Decision details

Healthwatch & Independent Complaints Health Advocacy Services

Decision Maker: Executive Director Transformation, Partnerships & Prosperity

Decision status: Recommendations approved

Is Key decision?: Yes

Is subject to call in?: No

Purpose:

The Healthwatch service, which includes the Independent Health Complaints Advocacy Service contract is currently delivered by Healthwatch Surrey (HWSy), an independent Community Interest Company.

Healthwatch is an independent consumer champion for people using health and social care services in Surrey.  Independent Health Complaints Advocacy is a service which offers support to people who wish to make a complaint about any inadequate health service they may have experienced.  They are both statutory functions that aim to give a voice to patients and carers, helping to both shape and influence commissioning and service improvement and drive the best health and social care outcomes for the residents of Surrey.  Both services are available for users of all ages.

The Health and Social Care Act 2012 specifically places a statutory duty on upper tier local authorities to commission both a Healthwatch and Independent Complaints Health Advocacy Service.

 

These services are critical in ensuring the voices of Surrey residents remain at the heart of an effective health and social care system, define continuous improvement by highlighting areas of concern and shaping commissioning so it is directed according to need.  Without this independent insight and intelligence there is an increased risk of serious issues occurring through bad practice and poor behaviours and incorrect use of resources.  Surrey has one of the most complex health and social care systems in the country and a strong Healthwatch is imperative in both navigating, supporting and driving improvement in the system.

 

The Healthwatch commissioner carried out consultations with counterpart commissioners across the country, with Healthwatch England and stakeholders in health and social care to shape the proposals.  A full briefing was shared with the Leader of the Council and the relevant portfolio holder Sinead Mooney to seek direction on the annual amount of the contract and the length of the contract.

 

 

The Leader and Portfolio Holder recommended to go out to open market with the Tender with the contract length being 5+1+1 years.  The contract amount in year one would be £601,000 and reduced by 5% in years 2 and 3 of the contract before stabilising to almost £543,000.

 

The current contract finishes on 31 March 2020.  The council has spent the last five months going through an open tender exercise to ensure a new contract is in place from April 2020.  A total of three tenders were submitted and a panel, comprising Nicola Kilvington (Director of Insight, Analytics and Intelligence), Saba Hussain (Strategic Partnerships Manager/Healthwatch Commissioner) and Seth Gottesman (Healthwatch Commissioner for West Sussex County Council) evaluated the bids.

 

Scoring was a thorough line by line evaluation on 23 questions and completion of the Social Value Charter.  The bid that came first was the incumbent, Healthwatch Surrey.

 

Final approval is needed from the Executive Director of Transformation, Partnership & Prosperity.

 

Decision:

It was AGREED that:

 

  1. The incumbent, Healthwatch Surrey CIC is awarded the contract to commence from April 1 2020. 

 

Reasons for the decision:

This organisation scored the highest across most areas, demonstrated best value for money and will be able to deliver the key objectives required from the local Healthwatch.

 

Alternative options considered:

Bidder

PRICE
40%

Social Value 10%

Quality 50%

FINAL SCORE
%

RANK

Healthwatch Surrey CIC

34.53

10.00

40.50

85.03

1

Help & Care

40.00

2.61

30.10

72.71

3

Seap

34.61

1.93

36.20

72.74

2

As detailed in the scoring tables above – three bids were submitted and evaluated against the individual responses to 23 questions and completion of the Social Value Charter.

 

Interests and Nature of Interests Declared:

None.

Publication date: 04/10/2019

Date of decision: 03/10/2019