Incident Management

Description
Anchor Hanover Group is England’s largest not-for-profit provider of housing and care for older people, operating 120 care homes across England. These services support over 6000 older people with a range of residential care needs where safety, dignity, independence, accessibility and regulatory assurance are central to day-to-day operations.
Purpose of this market engagement
Anchor Hanover Group is undertaking preliminary market engagement to understand the capability, maturity and delivery options available in the market for incident, safeguarding, complaints and quality management across its care home business.
This notice forms part of a wider care technology pre-market engagement exercise that also includes nurse call and enquiries management. Anchor is considering these areas together to understand the market landscape, potential integration points and future delivery options across its care technology roadmap.
This activity enables market research to help Anchor define requirements, build the business case and design the target state architecture by determining the extent to which incident management is a specialist application that integrates to other systems or could be consolidated into a core care platform. It does not start a procurement process, does not commit Anchor to any future competition and supplier responses will not be scored or used to select or exclude suppliers.
Problem and opportunity
Anchor operates a distributed care home estate and needs a consistent, auditable and insight-led approach to the capture, triage, investigation, oversight and learning of incidents, safeguarding concerns, complaints, compliments and quality events. The opportunity is to replace the legacy solution and strengthen resident safety, regulatory assurance, operational control and organisational learning. Anchor wants to improve understanding of how modern solutions can support end-to-end case management, timely escalation, regulatory reporting, action...