FOI 2026/1677

I am writing to make a request under the Freedom of Information Act 2000 for information relating to the digital consultation and communication services commissioned or funded by your Integrated Care Board (ICB) for use in primary care and, where applicable, secondary care settings.

Where any of the information requested below is already published, I would be grateful if you could direct me to the relevant source rather than compiling it afresh.

This request covers the period 1 April 2024 to the date of this request.

To assist in identifying the relevant department, this request relates to the digital tools and platforms used by GP practices and NHS trusts within your area for:

• Virtual (video) consultations
• Telephone consultations
• Online (written/asynchronous) consultations
• Face-to-face appointment booking and patient communication

Providers active in this market include (by way of example only): eConsult, AccuRx, PATCHS, Anima Health, Engage Consult, Hero Health, AskMyGP, Klinik, Attend Anywhere, DrDoctor, LIVI, iPlato/myGP, and cloud telephony suppliers on the NHS Advanced Telephony Better Purchasing Framework, such as X-on Surgery Connect, Think Healthcare, and Babblevoice.

This list is illustrative and not exhaustive. I am interested in whichever providers are currently used within your ICB area.

Section A – Online and Video Consultation Services (Primary Care)

This section concerns online consultation (also known as digital triage or e‑consultation) and video consultation platforms provided to GP practices.

1. The name of each online consultation and/or video consultation platform currently in use by GP practices within your ICB area
   (e.g. eConsult, AccuRx Triage, PATCHS, Anima Health, Engage Consult, Hero Health, AskMyGP, Klinik, Sensely AskFirst, or other).
2. For each platform identified in Question 1, please provide:
   a) The approximate number of GP practices currently using the platform
   b) Whether the platform was procured at ICB level (or former CCG level) or by individual practices
   c) The current annual cost or contract value to the ICB (or, if not held centrally, confirmation that costs are borne at practice level)
3. The contract start date, end date, and any available extension periods for each platform.
4. Whether a procurement or re‑procurement exercise is planned and, if so:

• The approximate date or financial year
• Which (if any) framework was used (e.g. G‑Cloud 14)

Section B – Video Consultation Services (Secondary Care)

This section concerns video or virtual consultation platforms commissioned for use in NHS trusts and secondary care providers within your ICB area, to the extent that this information is held by the ICB.

5. For each hospital linked to your organisation, please provide:
   a) Which EPR system is in use (e.g. Cerner, EPIC, AllScripts, SystmOne, Meditech)
   b) Which video consultation solution(s) are used (e.g. Attend Anywhere, AccuRx, DrDoctor, Microsoft Teams, Zoom)
6. For each platform identified in Question 5(b), please provide:
   a) Whether the platform was procured at ICB level, ICS level, or by individual NHS trusts
   b) The current annual cost or contract value to the ICB, if held
   c) The contract end date, any planned re‑procurement date (if known), and which (if any) framework was used (e.g. G‑Cloud 14)
7. The number of hospitals, sites, or departments that have formally initiated a project to migrate to an alternative system during this period.
8. Of those migrations currently in progress or completed, please specify:
   a) The system migrated from
   b) The system migrated to
9. Any proposals or requests to replace or upgrade your video consultation platform, including:
   a) Whether a review of existing tools has taken place
   b) Whether alternative platforms have been shortlisted, trialled, or procured
10. The number of migration or replacement requests (EPR or video consultation) that were declined, deferred, or significantly delayed, and the reasons provided.

Section C – Telephony and Telephone Consultation Services

This section concerns cloud‑based telephony and telephone consultation systems provided to GP practices, including those procured under the NHS Advanced Telephony Better Purchasing Framework.

11. The name of each cloud or advanced telephony platform currently in use by GP practices within your ICB area
    (e.g. X‑on Surgery Connect, Think Healthcare, Babblevoice, Redcentric, Smart Healthcare, NCS Gamma PatientSmart, Wavenet, or other).
12. For each platform identified in Question 11, please provide:
    a) The approximate number of GP practices currently using the platform
    b) Whether the platform was procured at ICB level or by individual practices
    c) The current annual cost or contract value to the ICB (or confirmation that costs are borne at practice level)
13. The contract start date, end date, and any available extension periods for each telephony platform.
14. Whether a procurement or re‑procurement exercise is planned and, if so:
    a) The approximate date or financial year
    b) Which (if any) framework was used (e.g. G‑Cloud 14)

Section D – Face‑to‑Face Appointment Booking and Patient Communication

This section concerns appointment booking, patient communication, and engagement platforms used by GP practices, where separate from core clinical systems.

15. The name of each appointment booking, patient communication, or patient engagement platform currently in use by GP practices within your ICB area
    (e.g. iPlato/myGP, Hero Health, Zesty, or other).
16. For each platform identified in Question 15, please provide:
    a) The approximate number of GP practices currently using the platform
    b) The current annual cost or contract value to the ICB, if held
    c) The contract end date and any planned re‑procurement date, if known
    d) Which (if any) framework was used for the procurement (e.g. G‑Cloud 14)

Section E – Summary Expenditure (Optional)

This question is included for convenience only. If responding would exceed the cost limit, please disregard this section. Responses to Sections A–D remain my primary request.

17. The total approximate annual expenditure by the ICB on digital consultation and communication tools across all categories above for the most recent complete financial year available.

Scope, Cost Limit, and Refusal Mitigation

This request has been structured to focus on factual, recorded information likely to be held centrally by the ICB’s digital, IT, or primary care commissioning teams. Each question can be answered independently.

If responding to any individual question would cause the total cost to exceed the appropriate limit under Section 12 of the Freedom of Information Act 2000, I would ask that you:

1. Respond to the questions that fall within the cost limit
2. Confirm which questions have been excluded and why
3. Advise how the remaining questions could be refined to fall within the limit

If any part of this request is refused under an exemption, please cite the specific section of the Act relied upon and provide a brief explanation. If any information is not held by the ICB, I would appreciate being directed to the appropriate organisation (e.g. the relevant NHS trust or NHS England).

Section A – Online and Video Consultation Services (Primary Care)

1. Accurx, PATCHS, Footfall, AskMyGP, E-consult, iPlato, Mjog

2a) PATCHS 44 practices, Footfall 47 practices, Accurx 411 practices (due to bookings),AskMyGP 80 practices, iPlato167 practices, E-consult 49 practices, MJog 36 practices.

2b) Procured at ICB level

2c) The requested information relates to a live and ongoing procurement exercise. We are, therefore, applying Section 43(2) (Commercial Interests) of the Freedom of Information Act 2000.

Section 43(2) of the Freedom of Information Act 2000 states:

“Information is exempt information if its disclosure under this Act would, or would be likely to, prejudice the commercial interests of any person (including the public authority holding it)”.

Factors favouring disclosure.

There is an inherent public interest in ensuring that there is openness and transparency in the spending of public money. Transparency is likely to increase confidence in procurement processes and the purchasing decisions made by NHS GM. It also enables the public to understand whether NHS GM is getting value for money from its purchasing decisions.

Factors favouring non-disclosure.

However, we consider that disclosure at this stage would be likely to prejudice the commercial interests of the supplier and NHS GM, as it could compromise the integrity of the procurement process and ongoing negotiations. If disclosed, it is likely to negatively affect their ability to negotiate or to compete in a commercial environment, particularly in relation to future commissioning, negotiation and value-for-money considerations.

Balancing Test.

After considering the arguments outlined above, we have decided to withhold this information.  While we recognise the public interest in transparency relation to NHS commissioning arrangements, we consider that maintaining a fair and competitive procurement process currently outweighs the public interest in disclosure. The position may be reviewed once the procurement has concluded

3. Contract start date 01/04/2025 Contract end date 31/03/2026 extension periods commercially sensitive due to in flight re-procurement

4. 2026 Procurement currently in flight via G-Cloud 14 in partnership with NHSE procurement hub

Section B – Video Consultation Services (Secondary Care)

5a) Manchester FT: Epic Hive,

Salford Royal: Altera,

Royal Oldham: Altera,

Wigan WWL: Altera,

Tameside & Glossop: Altera.

5b) No video consultation solution secondary care data is held at NHS GM

6a) No secondary care procurement data is held at NHS GM

6b) No secondary care procurement data is held at NHS GM

6c) No secondary care procurement data is held at NHS GM

7. No secondary care procurement/project data held at GM ICB

8a) No secondary care procurement/project data is held at NHS GM

8b) No secondary care procurement/project data is held at NHS GM

9a) No secondary care procurement/project data is held at NHS GM

9b) No secondary care procurement/project data is held at NHS GM

10. No secondary care procurement/project data is held at NHS GM

Section C – Telephony and Telephone Consultation Services

11. No CBT or advanced telephony data held at NHS GM. Contract relationship is between the practices and the CBT/advanced telephony providers

12a) No CBT/advanced telephony data is held at NHS GM

12b) No CBT/advanced telephony data is held at NHS GM

12c) No CBT/advanced telephony data is held at NHS GM

13. No CBT/advanced telephony data is held at NHS GM

14a) No CBT/advanced telephony data is held at NHS GM

14b) No CBT/advanced telephony data is held at NHS GM

Section D – Face‑to‑Face Appointment Booking and Patient Communication

15. Accurx, PATCHS, Footfall, AskMyGP, E-consult, iPlato, MJog

16a) PATCHS 44 practices,

Footfall 47 practices,

Accurx 411 practices (due to bookings),

AskMyGP 80 practices,

iPlato167 practices,

E-consult 49 practices,

MJog 36 practices.

16b) Please refer to the response to question 2c.

16c) Contract start date 01/04/2025 Contract end date 31/03/2026 plus extension periods, in flight re-procurement for 26/27.

16d) G-Cloud14

Section E – Summary Expenditure (Optional)

17. Please refer to the response to question 2c.