Optical Consumer Complaints Service (Mediation)
key details
| Value | £500,000 |
|---|---|
| Status | active |
| Category (CPV) | 79422000 |
| Deadline | 9 Dec 2019 |
| Contract start | 1 Apr 2020 |
| Contract end | 31 Mar 2023 |
| Procedure | selective |
| SME suitable | Yes |
| OCID | ocds-b5fd17-1f331d06-a777-4f5f-9d43-a05dc81c90ac |
description
Our requirements are that:
| (a) | The service must be free to users (it will be funded by the GOC); |
| (b) | The service must be demonstrably independent of the NHS, UK Government, optical professionals and optical professional bodies; |
| (c) | The service must treat individuals fairly, regardless of their background, characteristics or circumstances and the service provider must collect EDI data (with appropriate regard to data protection legislation); |
| (d) | The service must be unbiased and resolution-focused; |
| (e) | The service must have access to clinical expertise; |
| (f) | The service must have a robust mechanism for identifying matters that raise issues of fitness to practise and require escalation to the GOC; |
| (g) | The service must be visible on the Internet and have a dedicated web presence via the www.opticalcomplaints.co.uk domain (which will continue to be owned by the GOC); |
| (h) | The service must not be subcontracted unless the GOC has agreed this in advance in writing; |
| (i) | The service must have a documented appeal and review mechanism for circumstances where the proposed resolution is not accepted; |
| (j) | The service must operate a mechanism for consumers to complain about the Service, if they are dissatisfied; |
| (k) | The service provider must work closely with the GOC and abide by the published 'Working Together' policy |
| (l) | The service provider must work with the GOC and with the optical profession to further establish awareness of the service and to promote its benefits to the profession. |
| (m) | The service provider must collect trend and outcome data and must publish an annual report in the form that previous annual reports have taken; |
| (n) | The service provider must report annually to the GOC Council; and |
| (o) | The service provider must maintain the OCCS service on the list of accredited ADR providers pursuant to the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. |
[Please note that suppliers who are invited to tender in full may be subject to a financial appraisal, including appropriate financial checks and reports and a risk analysis.]
documents
- https://www.contractsfinder.service.gov.uk/Notice/c945cac0-eb89-421b-acdb-02bd2d280f16 , tenderNotice
- https://www.mytenders.co.uk/search/show/search_view.aspx?ID=NOV158612 , tenderNotice
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notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 7 Nov 2019 | Tender (tender) | · | c945cac0-eb89-421b-acdb-02bd2d280f16-324642 |
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source
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