Behavioural Insights: Direct Award via Crown Commercial Service Framework RM3742 (Behavioural Insights Consulting and Research)

Behavioural Insights Team Limited will undertake a Study that will introduce behavioural insights in to the NHS 111 telephony service.

This will be undertaken by varying the script used by clinical call handlers to improve adherence to advice. This study will enable Behavioural Insights Team Limited to provide the Customer with insight and suggestions for evidence-based changes to scripts that could be used to improve adherence to advice not to attend Accident and Emergency, and reduce costs.

The Study will be undertaken in two stages:

Stage 1: An analysis/exploratory stage where call recordings would be used to identify call handlers and phrases that were particularly effective in ensuring adherence to advice; and

Stage 2: A trial stage, where different variations to the clinical script are introduced within a randomised controlled trail (RCT), to see what is the most effective.

Outputs would include a rapid evidence review; synthesis of findings at each stage of the research study; and a final report including recommendations.

Aim/Objectives: To measure the impact of changes to 111 scripts or protocols, informed by behavioural insights. The aim of any intervention will be to reduce downstream demand on higher acuity services (A&E and potentially 999) after contact with 111.

Work Packages:

Behavioural Insights Team Limited have proposed that there are three stages to this project:

Stage 1: Analysis Stage 2: Solutions; and Stage 3: Testing.

Behavioural Insights Team Limited will be appointed on a Direct Award basis through the Crown Commercial Service Behavioural Insights Consulting and Research (RM3742) Framework Agreement. Behavioural Insights Team Limited are the sole supplier on this framework and therefore a Direct Award is permitted under the Procurement Contract Regulations.

Additional information: A copy of the redacted Direct Award Call-Off contract agreed will be uploaded in due course.