Customer Service Model

This is a Contract Award Notice.

The Care Quality Commission (CQC) ability to encourage and enable people to share their experiences of care with CQC rests largely on our ability to meet the needs and expectations of people who take the time to feedback to us.

We want to develop a customer service approach, underpinned by an effective responding to concerns policy, that enables us to do that. We also need to understand what a good feedback loop looks like when people share their experiences of care with us.

To support this work we have contracted with a supplier that can build on what we have learnt through the LLR and develop a protype customer service model based on robust engagement and testing with the public.

This procurement was undertaken through the NHS SBS Consult 18: Multidisciplinary Consultancy Services Framework (Lot 3) following the Direct Award process.

The Contract is awarded for a total period of 3 months.

Total Awarded Value is maximum of all charges including any optional contract extensions.

Contract Reference: CQC EP&S 059

Government spending data: This supplier has received £124,807,142 in 1,341 payments (over £25k) from NHS England, Home Office, Department for Education, MHCLG, BEIS and 24 more public bodies (2010-10-12 to 2026-07-21). View full payment history →

Tender Documents

• Awarded contract notice on Contracts Finder → — Award notice
• 20231204 Order Form and SLA for Customer Service Model vFINAL_Redacted →