Emergency and Non-Emergency Ambulance Services - Unified Computer Dispatch and Patient Record System

North West Ambulance Service NHS Trust is seeking a single integrated Computer Aided Dispatch (CAD) system and Electronic Patient Record (EPR) solution to manage 999 emergency calls, 111 non-emergency calls, and Non-Emergency Patient Transport Services (NEPTS). The solution must support the complete patient and incident lifecycle from call intake through dispatch, clinical care (hear and treat, see and treat, see and convey), handover, and post-event reporting. The EPR can be fully integrated with the CAD system or provided as a separate interoperable solution. This procurement represents a significant opportunity to unify emergency care services, improve operational efficiency, and enhance patient outcomes across the region. The Trust is currently conducting preliminary market engagement to test feasibility of requirements, understand delivery and record management models, refine procurement strategy and cost estimates, and develop detailed specifications. Suppliers should be prepared to discuss NHS security, information governance, system resilience, and availability standards. The contract will include implementation and migration services, training and change support, interoperability capabilities (APIs and messaging), and ongoing support or managed service options. Contract award is targeted for October 2027, with implementation beginning November 2027 and system go-live in June 2029, followed by a 7-year base contract term with three optional 1-year extensions (maximum 10-year contract life ending June 2039).