We’re excited to announce that X-on Health has been named as a supplier on the NHS Shared Business Services (NHS SBS) Patient/Citizen Communication, Engagement and Hybrid Mail Solutions Framework Agreement, supporting how healthcare organisations communicate and engage with patients and citizens.
This NHS SBS framework provides NHS and wider public sector organisations with a compliant route to procure digital communication solutions that deliver timely, personalised and accessible interactions. By bringing together suppliers that support messaging, voice and multi-channel engagement, it helps organisations modernise communication while improving operational efficiency and patient experience.
For X-on Health, being recognised as a supplier on this NHS SBS framework strengthens our position as a trusted partner supporting digital transformation across primary care and the wider healthcare system.
Strengthening patient communication and engagement
Digital tools now play an important role in helping patients and citizens manage their interactions with healthcare services. Appointment reminders, alerts, messaging services and patient portals can all help ensure people receive the right information at the right time.
The Patient/Citizen Communication, Engagement and Hybrid Mail Solutions Framework Agreement has been designed to improve these interactions. 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.
Improving communication also supports more efficient service delivery. When patients receive clear and timely updates about appointments, services and care pathways, organisations can reduce administrative workload and manage demand more effectively.
The NHS SBS framework as a simpler route to procure digital solutions
The £250m NHS SBS communication framework agreement provides a recognised procurement pathway for NHS organisations and wider public sector bodies across the United Kingdom. It is active from 16 February 2026 until 15 February 2030, whereby organisations can access the framework through registering for the Customer Framework Agreement Portal (CFAP).
This structured approach simplifies what can often be a complex procurement process. It allows organisations to adopt new communication technologies more quickly while remaining compliant with procurement requirements. Funding pathways associated with the framework can also support practices looking to modernise their communication infrastructure.
What does this NHS SBS framework mean for primary care?
For GP practices, PCNs and ICBs looking to improve how they communicate with patients, the framework provides a practical route to adopt modern digital tools.
Key benefits include:
- Reducing Did-Not-Attend (DNA) rates
Improved appointment reminders, alerts and communication tools help patients keep track of appointments and reschedule when needed. - Stronger communication channels
Digital messaging, voice services and patient portals help practices keep patients informed while reducing the administrative burden on staff. - Improved patient engagement
Patient and Citizen Engagement Portals enable people to manage appointments, access information and interact with services more easily. - Simplified procurement
Practices and organisations can procure communication solutions through a recognised framework, reducing procurement complexity and administrative overhead. - Access to funding support
£250m of funding is attached to this NHS SBS framework, enabling practices, PCNs and ICBs to access financial support when procuring solutions through the Customer Framework Agreement Portal (CFAP). - Access to compliant national tools
This NHS SBS framework provides a compliant route for services such as Friends and Family Test (FFT) and patient feedback tools. - Smarter digital capabilities
Solutions available through the framework can include AI-enabled tools that help improve communication accuracy, automation and service efficiency.
NHS SBS framework Lots awarded to X-on Health
As part of the procurement process, X-on Health has been named as a supplier on three Lots within the framework agreement:
- Lot 2: Messaging, covering digital communication channels such as secure messaging and appointment reminders
- Lot 3: Voice, including telephony, call management systems and automated voice communication
- Lot 7: Combined Solutions, enabling integrated communication solutions that bring together messaging and voice capabilities
Together, these Lots support organisations looking to adopt flexible, multi-channel communication strategies that improve engagement with patients and citizens.
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.
Want to find out more about the framework and how to access?