Issue details

Interim Procurement Forward Plan

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 type: Key

Reason Key: Expenditure > £500,000;

Decision status: Recommendations Approved

Notice of proposed decision first published: 17/06/2019

Anticipated restriction: Part exempt  -

Decision due: 24 Sep 2019 by Cabinet

Decision due: 4 Nov 2019 by Executive Director Transformation, Partnerships & Prosperity

Lead member: Cabinet Member for Corporate Support Cabinet Member for Adults and Public Health

Lead director:

Contact: Anna Kwiatkowska Email: Tel: 020 8541 7351.


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