Patient communications sit under growing pressure across the NHS. Trusts need to reduce missed appointments, improve access and keep communications consistent, while also meeting expectations around accessibility, data security and operational resilience. RM6389 and related communications routes sit in that space because they help public bodies procure services compliantly, at pace, and with clearer service controls.
For suppliers, it helps to think of these requirements as assurance-led. Buyers are rarely purchasing “print”. They are purchasing delivery reliability, defensible information governance, and patient experience that holds up under scrutiny.
Patient communications failures are rarely just operational. They quickly become reputational and clinical risk. That shapes what evaluators focus on and why “capability” alone is not enough.
Common buyer concerns tend to include:
A strong RM6389 submission makes those risks feel understood and controlled.
RM6389 is a Crown Commercial Service framework for printed communications and related services. In practical terms, it supports patient-facing communications such as print and mail services, outbound letters, and related fulfilment and operational support.
NHS Notify is often referenced alongside these routes because it sits within the same patient communications landscape, focused on reliable delivery at scale and accessible engagement. The important point for suppliers is that buyers often view the end-to-end service as one operational system. They want predictable delivery, clear accountability, and controls that work in practice.
Because frameworks can shape access to call-offs for years, many suppliers invest in a repeatable approach to framework applications so evidence, assurance and mobilisation messaging stays consistent across agreements.
RM6389 style evaluations usually reward suppliers who make two things easy to believe: that delivery will be reliable at scale, and that the controls are strong enough to protect patients and the buyer’s reputation.
Evaluators tend to respond well when the bid shows:
Where possible, describing what you track, how often you carry out reviews, and what happens when performance drifts is more persuasive than broad statements about “high service”.
Patient communications involves personal data, so information governance is usually central. Strong answers typically cover:
The most scoreable responses show how governance is applied through workflows and quality checks, not just described in policy language.
Accessibility is often assessed as both compliance and service quality. Buyers tend to respond to suppliers who show how alternative formats and inclusive communications operate in practice, including:
Public bodies need visibility. Reporting that describes activity often scores less well than reporting that supports oversight and decisions. Strong bids usually show:
It’s easy to overlook mobilisation, but buyers often view it as a risk point, especially if services move from an incumbent supplier. A strong mobilisation narrative usually covers:
Communications requirements range from routine outbound letters to more complex engagement programmes. Even when scope looks simple, buyers tend to focus on reliability, governance and patient experience.
Many call-offs support appointment letters, screening invitations, test results and service updates. Buyers often want predictable delivery, clear service levels and evidence of performance.
Evaluators often probe resilience and recovery. They want to know how you handle peaks, prevent service interruptions, and maintain delivery through operational change.
Public sector communications must be accessible and inclusive. Suppliers can score well by showing how accessibility translates into operational steps, quality checks and reporting.
You do not need the full ITT to start preparing. The most useful work is often about tightening control narratives and bringing evidence into a format evaluators can score quickly.
Suppliers often benefit from preparing:
A structured approach to managing frameworks alongside delivery also reduces reactive submissions.
Bids often lose marks when suppliers treat the service as print and post rather than an operationally critical patient communications function.
Other recurring issues include:
RM6389 and NHS Notify-style communications frameworks provide a route to market for suppliers supporting patient communications and engagement. Strong submissions tend to combine reliable delivery at scale with robust information governance, accessibility embedded in operations, and reporting that helps buyers manage performance and risk.
For support shaping evaluator-facing structure and strengthening evidence for these opportunities, our healthcare tenders work and framework applications support can help position the submission clearly and competitively.
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