Communications & Services

Response to this request is long overdue. By law, under all circumstances, North East London Commissioning Support Unit should have responded by now (details). You can complain by requesting an internal review.

Dear North East London Commissioning Support Unit,

Please confirm the manufacturer of your telephony system(s) that are currently in place?
When was the installation date of your telephony equipment?
Who maintains your telephony system(s)?
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
Does your annual maintenance service include moves, adds and changes? And if not what is the annual cost of moves, adds & changes?
When is your contract renewal date?
Do you use Unified Communications or Collaboration tools such as Microsoft Skype for Business/ Teams/Cisco/Avaya/Mitel? If yes, what tools are you currently using?

Please confirm the manufacturer of your Contact centre system(s) that are currently in place?
When was the installation date of your contact centre infrastructure?
Who maintains your contact centre system(s)?
Please confirm value of the initial project and value of annual support/maintenance services (in £)?
How many contact centre employees/agents do you have?
Do agents work from home? Or just your offices?
When is your contract renewal date?
Do you use a CRM in the contact centre? What platform is used?
Do you use a knowledge base / knowledge management platform? What platform is used?

Who currently provides your calls and lines?
What is your current annual spend on calls and lines?
When is your contract renewal date?
Who provides your wide area network? How many sites are connected?

How many employees do you have overall within your organisation?
Can you provide contact details for your procurement lead / category manager for these services?
Can you provide names and contact details for the following people within your organisation?
CIO / IT Director
Head of IT
Head of Digital Transformation
Head of Customer services

Yours faithfully,

Daniel Leonard

CONTACTUS, England (NHS ENGLAND & NHS IMPROVEMENT - X24), North East London Commissioning Support Unit

Dear Customer,
 
Thank you for your email.
 
Due to the coronavirus (COVID-19) outbreak, NHS England has paused the
investigation of new and existing complaints. This enables clinical staff,
including GPs, to focus on front line patient care. It also enables our
complaints teams to provide vital support to the NHS.

We will continue to review and acknowledge all new complaints and will act
upon any concerns about patient safety or safeguarding. However, we will
not investigate the complaint or respond until further notice.

All customers awaiting a response to a complaint will be notified that the
investigation is on hold.

 

We will resume our complaints service as soon as possible. In the
meantime, thank you for your patience and understanding.

We are currently receiving a higher than usual volume of emails so it may
take us a little longer to respond. In the meantime, you may find the
following information helpful.
Please note: our normal working hours are 08:00 to 18:00 from Monday to
Friday (excluding Bank Holidays). Emails received at the weekend will not
be reviewed until the next working day.
How can the Customer Contact Centre help me?
NHS England commissions or buys primary care services; for example, GPs,
dentists, opticians, and pharmacy services. We are also responsible for
prison healthcare, military health services, and some specialised
services. We can provide advice about accessing, giving feedback or making
a complaint about these services.
You may be able to find the answer you are looking for in our Frequently
Asked Questions<https://www.england.nhs.uk/contact-us/ho...>
and our website explains how to share feedback or make a
complaint.<https://www.england.nhs.uk/contact-us/co...>
What if I have an enquiry or complaint about hospital care, NHS 111 or
out-of-hours GP services?
If your enquiry or complaint is about secondary care, this includes
hospitals, NHS 111, mental health services, out-of-hours services and
community services such as district nursing, you will need to contact the
organisation that provided the service. All hospitals have a Patient
Advice and Liaison Service
(PALS)<https://www.nhs.uk/common-health-questio...>.
Alternatively, you can contact your local Clinical Commissioning Group
(CCG). You can find their contact details on the NHS
website<https://www.nhs.uk/Service-Search/Clinic...>
Does the NHS England Customer Contact Centre provide medical advice?
No. Our advisors are not clinically trained and are unable to provide
medical advice. If you require emergency medical attention, dial 999 or
attend your local Accident and Emergency department if you are able to do
so.
If you require non-urgent medical advice please contact your GP, local
walk-in or urgent healthcare centre, or call NHS 111. Calls are free from
landlines and mobile phones.

How do I report a change of name or address?
You should report a change of name or address to your GP practice so they
can update their records. If your new address is outside the practice’s
catchment area you may be asked to register with a new GP practice.
You should also advise your dentist or optician of a change of name or
address as they keep their own records.

Where can I find further information about NHS England?
You can find information about NHS England and our work on our
website<https://www.england.nhs.uk/about/>
How do you use my information?
NHS England’s privacy notice explains how we use, share and store your
personal information. You can find this on our
website.<https://www.england.nhs.uk/contact-us/pr...>
NHS England Customer Contact Centre

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FOITEAMCRMMAILBOX (NHS ENGLAND & NHS IMPROVEMENT - X24), North East London Commissioning Support Unit

Dear Daniel Leonard,
 
Thank you for your communication dated 24th June 2020.
NHS England has assessed your communication as a request under the Freedom
of Information (FOI) Act 2000. As such, please be assured that your
request is being dealt with under the terms of the FOI Act and will be
answered within twenty working days.
 
For further information regarding the FOI Act, please refer to the
Information Commissioner’s Office (ICO) website. For further information
regarding NHS England and the information it publishes please visit our
website.
 
If you have any queries about this request or wish to contact us again,
please email [1][NELCSU request email] and the message will be
forwarded appropriately. Please remember to quote the above reference
number in any future communications.
 
Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [2][NELCSU request email].
 
Yours sincerely, 

Freedom of Information
Communications Team
Office of the Chairs, Chief Executive Officer and Chief Operating Officer

NHS England
PO Box 16738
REDDITCH
B97 9PT

Tel: 0300 311 22 33
Email: [3][NELCSU request email]

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FOITEAMCRMMAILBOX (NHS ENGLAND & NHS IMPROVEMENT - X24), North East London Commissioning Support Unit

Dear Daniel Leonard,

Re:     Freedom of Information request (Our Ref: FOI-2001-1124737)

Thank you for your Freedom of Information (FOI) request dated 24 June
2020.

NHS England may hold information relevant to your request.  However, we
are unable to begin processing your request without further clarification.

Your exact request was:-

Dear North East London Commissioning Support Unit,
Please confirm the manufacturer of your telephony system(s) that are
currently in place?
When was the installation date of your telephony equipment?
Who maintains your telephony system(s)?
Please confirm value of the initial project and value of annual
support/maintenance services (in £)?
Does your annual maintenance service include moves, adds and changes? And
if not what is the annual cost of moves, adds & changes?
When is your contract renewal date?
Do you use Unified Communications or Collaboration tools such as Microsoft
Skype for Business/ Teams/Cisco/Avaya/Mitel? If yes, what tools are you
currently using?
Please confirm the manufacturer of your Contact centre system(s) that are
currently in place?
When was the installation date of your contact centre infrastructure?
Who maintains your contact centre system(s)?
Please confirm value of the initial project and value of annual
support/maintenance services (in £)?
How many contact centre employees/agents do you have?
Do agents work from home? Or just your offices?
When is your contract renewal date?
Do you use a CRM in the contact centre? What platform is used?
Do you use a knowledge base / knowledge management platform? What platform
is used?
Who currently provides your calls and lines?
What is your current annual spend on calls and lines?
When is your contract renewal date?
Who provides your wide area network? How many sites are connected?
How many employees do you have overall within your organisation?
Can you provide contact details for your procurement lead / category
manager for these services?
Can you provide names and contact details for the following people within
your organisation?
CIO / IT Director
Head of IT
Head of Digital Transformation
Head of Customer services

Can you please clarify the highlighted question below:
 

* Please confirm the manufacturer of your telephony system(s) that are
currently in place?
* When was the installation date of your telephony equipment?
* Who maintains your telephony system(s)?
* Please confirm value of the initial project and value of annual
support/maintenance services (in £)?
* Does your annual maintenance service include moves, adds and changes?
* And if not what is the annual cost of moves, adds & changes?
* When is your contract renewal date?
* Do you use Unified Communications or Collaboration tools such as
Microsoft Skype for Business/ Teams/Cisco/Avaya/Mitel?
* If yes, what tools are you currently using?
* Please confirm the manufacturer of your Contact centre system(s) that
are currently in place? When was the installation date of your contact
centre infrastructure?
* Who maintains your contact centre system(s)?
* Please confirm value of the initial project and value of annual
support/maintenance services (in £)?
* How many contact centre employees/agents do you have?
* Do agents work from home? Or just your offices?
* When is your contract renewal date?
* Do you use a CRM in the contact centre?
* What platform is used?
* Do you use a knowledge base / knowledge management platform?
* What platform is used?
* Who currently provides your calls and lines?
* What is your current annual spend on calls and lines?
* When is your contract renewal date?
* Who provides your wide area network?
* How many sites are connected?
* How many employees do you have overall within your organisation?
* Can you provide contact details for your procurement lead / category
manager for these services?
* Can you provide names and contact details for the following people
within your organisation?
* CIO / IT Director Head of IT Head of Digital Transformation Head of
Customer services”

Please be assured we are keen to assist with your enquiry. However, we
cannot guarantee that Section 12 or any other exemptions under the FOI act
will not apply to any further information requested.

Please send your clarified request to [1][NELCSU request email] quoting
your reference number as it appears in the subject bar.

Please quote the reference number FOI - 2006-1205181 in any future
communications.

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [2][NELCSU request email].

Yours sincerely,

Freedom of Information
Corporate Communications Team
Transformation and Corporate Operations Directorate

NHS England
PO Box 16738
REDDITCH
B97 9PT

Tel: 0300 311 22 33
Email: [3][NELCSU request email]

 

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Dear FOITEAMCRMMAILBOX (NHS ENGLAND & NHS IMPROVEMENT - X24),

It is unclear which of the questions you are unsure of, please provide details of which questions need clarification.

Yours sincerely,

Daniel Leonard