Trinsic has been named as a supplier on the NHS Shared Business Services (NHS SBS) Patient/Citizen Communication, Engagement and Hybrid Mail Solutions Framework Agreement – Lot 3: Voice, reinforcing our commitment to delivering smarter, more accessible communication solutions across the public sector.
The framework, active from 16 February 2026 to 15 February 2030, provides a compliant route for NHS organisations and wider public sector bodies to procure innovative communication technologies designed to improve engagement, reduce missed appointments, and enhance service delivery.
With demand on healthcare services continuing to rise –146.1 million outpatient appointments recorded in 2024–25, including 8.1 million missed appointments (DNAs) – the need for effective, patient-centric communication has never been greater. Through Lot 3: Voice, organisations can access advanced voice-based solutions that support timely, personalised interactions with patients and the public.
“The Patient/Citizen Communication, Engagement and Hybrid Mail Solutions Framework Agreement represents a step forward in supporting NHS Trusts and the wider public sector to improve communication with patients and citizens.
It enables organisations to deliver timely, personalised, and accessible communications that empower citizens and improve operational efficiency and support reducing did not attend (DNA) rates.”
Kelly Harris, Senior Category Manager, Digital & IT
Driving better outcomes through smarter communication
The framework enables public sector organisations to:
- Reduce missed appointments through automated reminders and easier rescheduling
- Strengthen communication channels to improve operational efficiency and patient experience
- Support inclusive engagement with multi-language and accessible communication formats
- Enhance service delivery through integrated, digital-first solutions
Voice solutions play a critical role in bridging the gap between digital innovation and accessibility, ensuring that all individuals, regardless of digital capability, can engage effectively with essential services.
Supporting the shift from analogue to digital
The framework supports a broader transition towards digital engagement across healthcare and public services. By combining voice technologies with messaging services, portals, and hybrid mail capabilities, organisations can create seamless, joined-up communication strategies that put users first.
Beyond healthcare, the framework is available to councils, housing providers, and educational institutions, supporting a wide range of use cases including:
- Council tax and public health communications
- Tenant engagement and maintenance updates
- Student communications and wellbeing support
Simplifying procurement and accelerating innovation
The NHS SBS framework offers a streamlined procurement route, enabling organisations to either run a further competition or directly award to suppliers where appropriate. This flexibility allows customers to quickly adopt solutions that meet their specific requirements while maintaining compliance with the Procurement Act 2023.
By enabling organisations to engage a single supplier for multiple communication needs, the framework reduces administrative burden and ensures consistency across services.
Trinsic driving value for public services and communities
This appointment marks a significant milestone for Trinsic as we continue to provide innovative solutions to the public sector. By bringing our expertise in communications, connectivity, and secure technology solutions to the framework, Trinsic is well positioned to help organisations modernise engagement, improve outcomes, and deliver more efficient services.
As public sector organisations look to tackle growing demand and improve patient experience, Trinsic remains focused on delivering solutions that secure, simplify, and scale communications, ensuring the right message reaches the right person, at the right time.
Find out more about the framework: https://www.sbs.nhs.uk/services/framework-agreements/patient-citizen-communication-engagement-and-hybrid-mail-solutions/