APPENDIX 3 NHS 111 AND NPFS TELEPHONY REQUIREMENTS SERVICE REQUIREMENTS AND CONTRACTOR SERVICE DESCRIPTIONS 29 June 2014 PART A Service Requirements [RFP Note: Contents table to be inserted prior to signature of the Call-Off Contract.] 1. Introduction 1.1 Background 1.1.1 The NHS 111 Service and the NPFS are critical services designed to assist the public to access urgent health care services. At the Effective Date, each of these services relies on separate published telephone numbers and underlying telephony infrastructure to route calls to contact centres. The aim of this Call-Off Contract is to replace the two separate existing infrastructures with a single telephony infrastructure using the 111 Number as a single point of contact. During the term of the Call-Off Contract, the Customer Authority may also offer access to other health related services via the 111 Number, such as Care Connect, which is a new initiative that is designed to give patients a say in the delivery of NHS services in England. The Customer Authority will procure and manage the contract for the NHS 111 Services and NPFS for the whole of the UK. 1.1.2 The Contractor agrees to make, irrespective of the carriers and telcos involved, all landline and mobile calls free of charge to all callers using the 111 Number during the term of this Call-Off Contract. 1.1.3 The Contractor agrees to make, irrespective of the carriers and telcos involved, all SMS and MMS free of charge to senders using the 111 Number during the term of this Call-Off Contract. 1.1.4 At the Effective Date and notwithstanding any other provision of the Call-Off Contract (other than this Paragraph 1.1.4), the Parties acknowledge and agree that the Contractor NPFS Services and SMS and MMS (including all services from the Contractor required to meet the NPFS Specific Service Requirements and the Service Requirements relating to SMS and MMS set out in this Part A of Appendix 3) will not be provided or apply during the Term and all related terms and conditions (including all Charges for such Contractor NPFS Services, SMS and MMS) throughout the Call-Off Contract will Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions 1 not be provided or apply to the extent affected by the Contractor NPFS Services, SMS and MMS not being provided under this Call-Off Contract as described above in this Paragraph 1.1.4, unless and until the Customer Authority issues a Change Request(s) to the Contractor under the Change Control Procedure to commence the provision of such Contractor NPFS Services and/or SMS and MMS, as applicable, and the Parties sign the related Change Authorisation Note(s) described in Appendix 3 of Schedule 6.2 (Change Control Procedure). If the Customer Authority decides, at its sole discretion, at any time during the Term that: (i) it does not wish for the Contractor to provide the Contractor NPFS Services and/or SMS and MMS, as applicable, the Customer Authority shall be entitled to engage with third parties to discuss the procurement of the same or similar services to the Contractor NPFS Services and/or SMS and MMS, as applicable, or procure the same or similar services to the Contractor NPFS Services and/or SMS and MMS, as applicable, through a separate tender process with other third party providers; or (ii) the 111 Number shall not be contacted or accessed by SMS and MMS, then in respect of sub-Paragraphs (i) and/or (ii) above, as applicable, the Contractor NPFS Service and/or SMS and MMS, as applicable, shall be removed from this Appendix 3 and the scope of this Call-Off Contract without any liability to the Customer Authority or any costs, charges or fees (including any early termination fees) payable to the Contractor. Notwithstanding any other provision of the Call-Off Contract, the following provisions shall apply in relation to the Change Request(s) and related Change Control Procedure referenced above in this Paragraph 1.1.4: 1.1.4.1 acceptance of such Change Request(s) and completion of the Change Control Procedure by the Contractor shall be mandatory and the provision of Paragraph 7 of Schedule 6.2 (Change Control Procedure) of the Call-Off Terms shall not apply; 1.1.4.2 the Change Authorisation Note(s) relating to such Change Request(s) must each be executed by the Parties within two (2) weeks of the date of each of such Change Requests; 1.1.4.3 in relation to the implementation of the Contractor NPFS Services and/or SMS and MMS, as applicable, the Contractor shall include an Implementation Plan(s), which shall be populated by the Contractor in accordance with Paragraph 2.2 below, as part of its response to such Change Request(s) and as part of the executed Change Authorisation Note(s), such Implementation Plan(s) shall include a Milestone for the Operational Service Commencement Date(s) for the relevant services, which shall be, unless the Parties agree a different Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions 2 date, a date that is no later than six (6) months from the date of each of such executed Change Authorisation Notes; 1.1.4.4 irrespective of the date of commencement of the Contractor NPFS Services and/or SMS and MMS, as applicable under the Call-Off Contract, all Contractor NPFS Services and SMS and MMS shall terminate or expire, as applicable, on the same date as all Contractor 111 Services terminate or expire, as applicable; and 1.1.4.5 unless otherwise agreed by the Customer Authority and save for any pro rata daily adjustments to any monthly Charges to take account of the Contractor NPFS Services and/or SMS and MMS, as applicable, being provided for part of any month in accordance with Appendix 10, the Contractor NPFS Services, SMS and MMS, all services from the Contractor required to meet the NPFS Specific Service Requirements and Service Requirements relating to SMS and MMS set out in this Part A of Appendix 3, all Charges for such Contractor NPFS Services and SMS and MMS, and all related terms and conditions throughout the Call-Off Contract, as all are set out and described at the Effective Date, shall not be changed or amended under the Change Request or Change Control Procedure. 1.2 NHS 111 Strategic Context 1.2.1 The NHS 111 Service will make it easier for the public to access local health services when they need help quickly. The strategic intent is that when people need to contact the NHS for urgent care during the term of this Call-Off Contract, there will only be three numbers that they need to be aware of: (i) the 999 number for life-threatening emergencies; (ii) the number of their GP surgery; and the 111 Number. The introduction of the NHS 111 Service is part of the wider revisions to urgent care system to deliver a 24x7x365 urgent care service that ensures people receive the right care, from the right person, in the right place, at the right time. 1.2.2 By using the 111 Number, NHS will be able to provide a clinical assessment at the first point of contact, without the need to call patients back. The NHS 111 Service directs people to the right service in the NHS, first time, without the need for them to be re-triaged; and it will be able to transfer clinical assessment data to other providers and book appointments for patients where appropriate. The NHS 111 Service will work alongside the 999 emergency service and needs to be able to despatch an ambulance without delay and without the need for the patient to repeat any information save that this process may vary for other UKCs (i.e. other than England). Ref: 14_02_09 NHS 111 Telephony Fv1.0 Appendix 3 – NHS 111 And NPFS Telephony Requirements Service Requirements and Contractor Service Descriptions 3 1.2.3 The Customer Authority requires the Contractor 111 Services to enable achievement of the following: 1.2.3.1 improve public access to urgent healthcare services; 1.2.3.2 increase the efficiency of the NHS by ensuring that people are able to quickly and easily access the healthcare services that they need; 1.2.3.3 increase public satisfaction and confidence in the NHS; 1.2.3.4 enable the commissioning of more effective and productive healthcare services that are aligned to meet peoples’ needs; and 1.2.3.5 increase the efficiency of the 999 emergency ambulance service by reducing non-emergency calls to 999. 1.2.4 The NHS 111 Service is expected to provide key benefits to the public and the NHS, by improving the public’s access to urgent healthcare services and by : 1.2.4.1 providing a simple, free to call, easy to remember three-digit number, that is available 24 hours a day, 365 days a year; and 1.2.4.2 directing people to the local service that is best able to meet their needs, taking into account their location, the time of day of their call and the capacity of services. 1.2.5 At the Effective Date, the 111 Number is operational in all parts of England and Scotland as part of NHS24. The Contractor acknowledges and agrees that the Customer Authority shall be entitled to request at any time from the Effective Date, and on receipt of such request the Contractor shall provide in accordance with this Call-Off Contract, the Contractor 111 Services to the Indirect Customers and the Customer Authority shall also be entitled on behalf of itself and/or the Indirect Customers to use the 111 Number to route calls from the public to other healthcare services that they may need to access.