Patient Services Hub - Digital Integration Platform for Hywel Dda University Health Board

Hywel Dda University Health Board seeks to implement a comprehensive Patient Service Centre (PSC) through CGI IT UK Limited. This opportunity involves delivering a unified, multi-channel patient access platform integrating phone, web, chat, post, SMS and in-person services alongside a 360° clinician view system. The PSC will streamline patient interactions by eliminating fragmented contact points, enabling patients to access appointments, referrals, guidance and waiting list information through a single gateway. The 360° View component will provide clinical and operational staff with real-time, unified patient records, interaction histories and pathway activity to support coordinated multidisciplinary team working and reduce administrative burden. The platform works in conjunction with the Patient Engagement Platform (PEP) to enable patient self-management of care such as appointment booking and clinical guidance access. The solution aligns with NHS Wales digital priorities, improves patient experience, reduces operational duplication and creates foundations for regional integration and future service expansion. Suppliers should understand the scope includes system integration across existing health board systems, staff workflow optimization, patient-facing channel management and real-time data visibility for clinical teams.