Yorkshire ambulance
Image from Yorkshire Ambulance Service website

Vocare, part of healthcare company Totally’s Urgent Care division, has been awarded a contract to take 111 phone calls on behalf of Yorkshire Ambulance Service (YAS) NHS Trust.

The company will undertake Emergency Department (ED) validations and redirection with YAS’s Yorkshire and Humber Integrated Urgent Care/NHS 111 service. YAS provides services to 19 clinical commissioning groups with a population of more than five million across nearly 6,000 square miles of Yorkshire and the Humber.

Vocare will clinically assess calls taken by NHS 111 and triage patients to appropriate alternate healthcare services in the region, helping patient flow and ensuring patients are properly directed.

The new framework agreement commences on Friday and runs until 31 March 2024. The agreement, which is on a call-off basis and dependent on call volumes, is worth up to around £2.7 million over the term. Under the initial draw-down contract for 2021/22, Vocare will provide up to 64,000 ED validations. Draw-down contracts for subsequent years will be agreed in line with regional service requirements. 

Vocare has also been selected as one of a small number of qualified framework providers for local clinical assessment services in each of the Yorkshire integrated care systems geographies (West Yorkshire and Harrogate, South Yorkshire and Bassetlaw, and Humber, Coast and Vale). Totally said initial dialogue under this framework has commenced and the company will update the market as discussions progress.

Totally also reported that Vocare has been awarded a 12-month contract extension valued at about £3.9 million to provide GP out-of-hours and minor injuries services to Vale of York Clinical Commissioning Group.

Wendy Lawrence, chief executive of Totally, said: “We are delighted to be one of the first organisations chosen to be a preferred provider of Emergency Department validations for the NHS as part of this shift towards the new ICS framework. Being one of the few selected as part of this competitive process is testament to the hard work of our staff and the quality of services we provide in the region.

“As the NHS moves away from large public sector tendering for services it is looking to be quicker and more efficient in responding to shifts in demand across the country and, as such, is looking to appoint partners that it can proactively work with going forward, without the need for lengthy procurement processes. Having been selected as one of these providers, Totally can now rapidly mobilise services in response to the shifting demands of YAS without needing to go through further formal processes.

“I am also delighted to announce another contract extension with Vale of York CCG for the provision of services in the region. Our staff continue to work tirelessly alongside the NHS and the quality of the care we offer is reflected in the NHS’s confidence in our service provision up and down the country.”

Date published: March 29, 2021

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