DHSC: National Breastfeeding Helpline

Concepts

• call centre
• national breastfeeding helpline
• the national breastfeeding helpline
• a 24 hour helpline
• dhsc
• national
• breastfeeding
• helpline
• guidance and counselling
• counselling services

Location

Description

The Department of Health and Social Care is seeking a provider to deliver the National Breastfeeding Helpline, providing breastfeeding information and support via a 24 hour helpline for families across the UK.

Award Detail

Award Criteria

CPV Codes

• 79512000 - Call centre
• 85312300 - Guidance and counselling services
• 85312320 - Counselling services

Legal Justification

DHSC have made a direct award to the Breastfeeding Network (BfN) for a 12-month period to provide a continuity of service for the 24-hour National Breastfeeding Helpline (NBH).This direct award has been made in accordance with Regulation 32(2)(b)(ii) competition is absent for technical reasons.In 2024/25, the NBH was expanded to pilot a night service so that services are available to members of the public 24 hours a day, every day of the year. The current NBH service includes a 24-hour telephone helpline and voicemail service, social media, webchat and links to the BfN's drugs in breastmilk advice service.DHSC have deemed that BfN are currently the only supplier who are positioned to run the 24-hour service without helpline users facing a gap or reduction in service provision, based upon BfN's capacity to manage service demand and them additionally having the means to increase capacity of the night service in early 2025/26. BfN also previously commissioned an independent evaluation for the 2024/25 pilot and are uniquely positioned to put arrangements in place for an independent evaluation of the full night service pilot which is required by DHSC. For these reasons, BfN are currently the only provider who could deliver the full scope of service requirements at the required scale.DHSC are exploring longer term solutions in respect to the ongoing provision of the NBH, and intend to conduct an open procedure in late Q2 or early Q3 of 2025/26 to source a replacement contract. To support this, DHSC intend to conduct market engagement at the end of Q1 or beginning of Q2 2025/26. A UK2 preliminary market engagement notice will be published to advertise any upcoming engagement.

Other Information

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