Thank you for your request for information about the following:
What contract monitoring does NHSBSA have in place to avoid this situation occuring to other members of public?
Your request was received on 15th January 2024 and I am dealing with it under the terms of the Freedom of Information Act 2000.
The relevant section of the contract says:
The supplier shall:
“Provide the Customer and any relevant Service Recipient with full co-operation and assistance (within the timescales reasonably required by the Customer and/or Service Recipient) in relation to any complaint, communication or request made (as referred to in Clause 24A.1(f)), including by promptly providing the Customer and Service Recipient with full details of the complaint, communication or request;
If requested by the Customer and/or Service Recipient, provide a written description of the measures that it has taken and the technical and organisational security measures that it has in place for the purpose of compliance with its obligations pursuant to this Clause 24A and provide to the Customer and/or Service Recipient copies of all documentation relevant to such compliance including, protocols, procedures, guidance, training and manuals.”
Contract management is added to the agenda of the review meetings with the supplier.
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