Decision

Robert Notley

To
nerie & natncK
sweeney

OCUUUII l/l ML, I
applied

Release

N/A

email

Dick Roche TD

Dara Purcell

Release

N/A

11.01.10

letter

Dick Roche TD

CEO HSE

Release

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4

11.01.10

Letter

Dick Roche TD

Dara Purcell

Release

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5

20.01.10

email

Reps

E Lynch

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6

21.01.10

Letter

Dick Roche TD

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7

21.01.10

letter

Dara Purcell
mi>iu nuuuitiiiitJi n
HSE

Dick Roche TD

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8

27.01.10

Letter

Dick Roche TD

Dara Purcell

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9

09.02.10

Letter

Dara Purcell

Dick Roche TD

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10

18.02.10

letter

Dick Roche TD

Dara Purcell

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18.02.10

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Dick Roche TD

CEO HSE

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CEO PA HSE

Dick Roche TD

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CEO HSE

Dick Roche TD

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No

DATE

TYPE

From

1

04.01.10

Letter

2

09.01.10

3

 M
*

t
r

Fadhmeannachl naSeirtluse Sldintc
Haiti Service Executive

MSE Procurement
Portfolio & Category Management
Cherry Orchard Hospital
Ballyferrnot
Dublin 10
Tel: 0 0 3 5 3 0 1 6 2 0 6 2 8 0
Fax: 0 0 3 5 3 0 1 6 2 0 6 2 9 0

Date: 4 , h January 2010
MS [RENE SWEENEY
PATRICK SWEENEY
31 FFRRYBANK
AJiKLOW
CO. WICK LOW

Tender for: Patient Care Transport Services
Lot 2
Dear Irene,
With regard to your tender submitted in relation to the above. We regret to inform
you that you have been unsuccessful on this occasion. Please find attached your
scorecard.
W e wish to take this opportunity lo thank you for your participation in the (ender
process. If you require further feedback as to why your tender was unsuccessful, you
may contact the undersigned.

4

 Score card for Lot 2
Technical Merit

Demonstrate the ability \o introduce 1CT initiatives to enhance the
nrrlerina/Invoicmri and reporting systems

Marks Available

Score

100

50

ReJiabtfity & QuaHiy Assurance
Demonstratethe ability to provide reliable and continuous
service, demonstrate the ability to introduce suitable quality
a s s u r a n c e measures to ensure service Jevel agreements are
mOrtffpr^

Marks

(After Sales
Demonstrate the ability to provide the service In the most
e c o n o m i c a l manner going forward which will include the ability to
nmvidB a full ranae o! services.

Marks

Technical Assistance
Demonstrate the ability to perform the contract to the
specification of reauirements
Quality Score »
Price Score •
Combined Iota!»

100

100

50

50

Marks
100

200
460
660

50

 dara purceli
From:
Sent:
To:

Subject:

Dick. Roche@Taoiseach.Gov. IE

09 January 2010 17:54
dara purceii
Re Tender for Patient Care Transport Services

Mr Purceli,
Thank you for taking my phone call on Friday re the above.
At the outset I would again reiterate that I am reluctant to approach the HSE on a contract matter. Neither the
constituents that I represent in this matter nor myself wish to in any way improperly influence the awarding of a
contract.
My contact with you arises because I believe that there are fundamental flaws in the process that is being applied to
awarding what is a very important series of contracts that touch on the matter of quality patient care.
J have now had the opportunity of reviewing one of the tenders and the scoring system applied to the tender
valuation. From the material I have seen it seems to me that the scoring system contains a series of fundamental
flaws.
I have prepared a detailed letter addressed to Professor Drumm setting out in detail some of the reservations that I
have with the process that has been applied and the decision that results from the scoring system.
I will copy that letter to you in hard copy and electronically as soon as it is typed in my office. I request in the letter
that a full re-evaluation of the processes applied be carried out before these contracts are finalised.
Thank you again for taking my callDick Roche

Ta Roinn an Taoisigh meaite ar seirbhis phroifisiunta, £ifeachtach agus chiiirteiseach a shol&thar dar gcustaim&rt go
teir. Chun amharc ar an Chairt do ChustaimSirf, elicedil ar ht^>://www,taoiseach,govae//irish/index,asp?docID=1763
\ le haghaidh an duine no an aon£in ar seoladh do/di an t-eolas a seachadadh* agus d'fheadadh abhar faoi run agus/n6
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go bhfuil an t-abhar istigh leis an teachtaireacht seo maslach ba cheart duit dul i dteagmhail leis an seoltoir ar an
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The Department of the Taoiseach is committed to providing a professional, efficient and courteous service to all our
customers. To view the Customer Charter, please click on http://www.taoiseach.gov.ie/indeK.asp?loclD=l 81
&doclD=1762
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I * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

l

 DICK ROCHE TD
MINISTER

FOR EUROPEAN AFFAIRS
_ ' i.s
\

11 January, 2010
Mr. Dara Purcell
Assistant National Director
Board Secretary
Parkgate Street Business Centre
Dublin 8

Please quote our ref: CO 06/ 1922

Re: Tender for Patient Care Transport Services
Dear Mr. Purcell,
Thank you very much for taking my phone call regarding the tenders for Patient Care Transport Services in
Co. Wicklow and parts of Co, Kildare, I am very grateful for the amount of time you gave me to discuss what
I believe is a very serious issue,
I am attaching herewith a copy of a letter which I have sent to Prof Drumm. As I mentioned to you when we
first spoke, I am frank loathe to intervene in a tendering process- I share a common concern with the HSE that
ali contracts should provide value for money and that they should be allocated on an objective basis.
I believe, however, from the documentation which I have seen that the scoring system in this case is
fundamentally flawed. Some of the basis for that view are outlined in my letter to Prof Drumm.
You will note in my letter to Prof Drumm that I would be anxious that the points that I have raised should be
considered fully before the HSE Board makes any final decision in this case,
I should be grateful to hear from you as to whether that will be done.
a
One final point, I have also asked in my letter to Prof Drumm, that a request
from<JBBH9fe
meeting with the HSE should be granted. Given thatfBHHBfthave provided 28 years of exemplary service
to the HSE, it seeins to me that this is the very minimum that could be expected by a contractor who has
provided not only value for money but exemplary services to patients.

I should be grateful to hear from you at an early date on this.
Yours sincerely

HEALTH SERVICE EXECUTIVE
1 5 JAN 208©
Dick Roche, T.D„
Minister for European Affairs

OFFICE OF THE CHAIRMAN

End

,
V

F

a

x

Department of foreign Affairs
Constituency
office
2 Herbert 7orr»cc. H^rb^rt Fo&d, tvwgt) House, St Stephen's Green, Dublin 2
Tot. 00 3S3 (0>1 40$ 2605
Bray, Co Wkkiow
T0I: 00 3S31QI 12863211
fsx 00 3S3(0} 14092683
:
00 353 10)1286 7W6
Ems it: dick. roche@t* oi&esc b, gov. /e

Oftpartmenr of An Taoieeach
Government Building*,
Dublin 2
00 353 10} 1 81$ 4399
Fax: 00 362 (Of 1 619 4476

1 r»i 11 ifrr*n m r " ~ •

 K

. J
%

DICK ROCHE TD

J-

MINISTER FOR EUROPEAN

AFFAIRS

M January, 2010
Prof. Brendan Drumm
Chief Executive Officer
Health Service Executive
Dr, Steeven's Hospital
Dublin 8

Please quote our ref: CO 06/ 1922

Re; Tender for Patient Care Transport Services
Dear Prof Drumm,
Over the Christmas period 1 had a number of calls from firms who have, for some considerable time, been
providing patient transport services in the Co. Wicklow area.
As I understand it, three existing service providers, with between them well-over 50 years of service in the
area of patient transport have been replaced and the proposal is that the contracts be given to two companies
based in Co. Dublin and the third based in Co, Kiidare.
I understand the HSE introduced an entirely new form of tendering system for patient transport on this
occasion. 1 have no problem whatsoever with that In the current times it is vital that value for money be
provided by all service providers.
Mr. Notely of the HSE Procurement, Portfolio and Category Management Scction, sent the unsuccessful
tenders, a document described as a "scorecard" in each case.
It seems to me that very fundamental questions arise regarding this scorecard and the basis on which the
tenders were allocated. The most obvious and glaring omission from the scorecard is quality and safe service.
Arklow, Co.
On the matter of the "scorecard" which was issued in the case of _
Wicklow, 1 note that in each of the four categories for which a score is aMocated.ffi^jp^^ who have
provided transport without any complaint to the HSE and its predecessor for 28 years, was scored at the 50%
level. The first point I wish to make about this is that its seems strange to me that if the scoring system is
correct, that the HSE have, over a protracted period, been doing business with a service operator who, by HSE
criteria, reached the 50% level in terms of satisfaction rating.
Cont/d

^f^r^^U

Constita#rtcy office
2 Herbert Twraea, Herbert Roacf,
8ray, Co Wicktow
. Te): 00 353 m T
3211
Fax: CO 353 (Of 1 286 7066

1

Department of Foreign Affafra
Iveagh House. $t Stephen's Grew. Dublin 2
Tel: 00 353 (Q) T 408 2bOS
f*x! 00 353 10) 1 4082683
Bmait:
d}ck.rocho®taoia*tch.g0vJo

Department of Ait Taoi9&act)
Government 8uJtdrnQ$r
Dublin 2
Tel: 0O 363 tQ} 7 $19 4399
Fax: 00 353 iC) 1 619 4476

 The categories to which scores have been assigned somewhat mystify me. The first category is "demonstrate
the ability to introduce 1CT initiatives to enhance the ordering/invoicing and report systems". I can well
understand why the HSE would wish to have an efficient invoicing system and I can also well understand why
ICT initiatives would be an important part of that, 1 cannot understand, however, why a service provider such
as Sweeney* who have never given the health services any major problems with invoicing should be scored at
only 50%. This defies lo^c.-ffSgg^J^I^
contacted a number of Health Board staff with whom
they have dealt with over the years to enquire as to whether there was any complaint regarding their invoicing.
There was no complaint. Why this firm which is known for its efficiency should be allocated a score of only
50% raises fundamental questions in itself- A more fundamental question still, however, is how was the
alternative company, the new service provider in this case scored? How could the HSE possibly score
somebody who is not yet providing services in Co. Wtckiow against somebody who h<ss on an exemplary
basis provided those services over a 28 year period? I await with great interest a response to this question.
The second criterion against which the contract has been scored is "demonstrate the ability to provide reliable
and continuous service, demonstrate the ability to introduce suitable quality assurance measures to ensure
sen ice level agreements are monitored'1. Again
been allocated a score of 50%, Your own
staff both current and past are mystified as to why such a low score has been allocated to theSSSfifi®.
Patients and General Practitioners who have become aware in the last few days t h a t j g M p e ^ are to loose the
contract have written the letters which I have attached attesting to the quality of the services provided by

I should be grateful if you would let me know whether the HSE evaluation team made any effort whatsoever
to contact any patient or patient's family who has been provided a service over the last 28 years by the
EgpBpSjjjl Has the HSE and its evaluation team approached the HSE staff or hospital staff who have had
regular, virtually daily dealings in recent years with thel&^SBE&P My understanding is that the answer to
these two questions is in the negative. That leaves me with the fundamental question, how can the HSE judge
whether quality scrvice has been provided if it hasn't done the basic research amongst the clients and
professionals who have been dealing w i t h ^ ^ B B ^ ?
Another question which relates to this particular section of the evaluation is how, if the HSE allocated a score
of only 50% to an existing service provider, could it possibly reach its evaluation on a potential service
provider who has not been dealing with patients from Co. Wicklow, their doctors or hospital staff?
There are a number of specific subsets in this section of the evaluation. The first of these is the ability to
provide a reliable and continuous service. ttj^Bjiftihave provided reliable and continuous service for 28
years. There has never been a complaint about their service. Had there been any serious reason to question
either the quality or capacity of the service provider, 1 expect that the HSE would long since have moved to
another service provider 1 ask the question, therefore, what score had r h c ^ S B B p ^ been allocated on the
issue of the provision of reliable and continuous service?
A second subset of this section of the scoring is the "contractors capacity to demonstrate the ability lo
introduce suitable quality assurance measures to ensure that service level agreement^ a re monitored". Again I
ask whether there is any basis whatsoever for questioning the capacity of^rlMhj^^to meet these particular
quality criteria? This company uses first class vehicles. It employs two full time mechanics in its garage,
The garage also provides a valet service to the general public and this is used to ensure that the vehicles used
ver
in patient transport is up to first class standard. Moreovef® BKP®have, a s y ° u r o w n
^y» keen
incredibly flexible over the years, willing to take on new services and willing to be flexible in the provision of
existing services to the HSE. How were these factors incorporated into the scoring system? More
importantly how can the HSE score a potential service provider who is not currently in the field under these
particular headings?
Cor\t/d. ...

 1 understand thai one of the service providers who has won a contract in this round is NRC, a Dublin based
cab company. I have no wish to question the efficiency of this company, but even a casual user of taxi
services in the greater Dublin area must come to the conclusion that they are far from exemplary, Has the
HSE, before awarding a valuable contract lo this particular taxi company checked the quality of its cabs?
Have you checked ihem for cleanliness? Have you checked the capacity of the drivers to find their way
around the remote villages and rural regions of Co. Wicklow? If you haven't done these things how in the
name of goodness can you possibly score a potential contractor based far away from these remote parts of Co.
Wicklow more highly than you could score thefSBeSSSfr
The third criterion in the scoring system is the capacity of the contractor to "demonstrate the ability to provide
the servicc in the most economical manner going forward which will include the ability to provide a full range
of services".
The first observation 1 have to make is that 1 suspect that this particular judgement criterion is integrated into
the pricing score. I should be interested to hear how the HSE differentiates between providing the "most
economical servicc going forward" and its evaluation of price.
Over the years ^ ^ S g ^ b l ! have providedanincredibly flexible service to the.HSE. Incidents which arose
recently illustrate this particular point.
recently took a patient from the Arkfow area to the Beacon
Hospital for dialysis. When the various tests were being run on this patient, another problem was detectedStaff at the Beacon Hospital took the view that the patient in question be transferred to St- Vinccnt's. This
was done and the transfer could be effected immediately because the driver forlffg&jggpi was waiting in the
hospital for the patient. When the patient was taken to St, Vincent's the driver stayed for a number of hours
while another set of tests were run on the patient. While the patient was in St. Vincent's the driver rather than
abandon the patient, decided to hold on in the hospital, on his own initiative, until the staff in St. Vincent's
had made a determination that the patient coutd be discharged Some hours after the man had beer] brought
from the Bcacon to St. Vincent's, he was brought b y ^ S H S S ® driver home to Arklow. Thet patient was
greatly appreciative ofthe efforts put in b y ' ] S 9 £ i 5 } I cannot understand how a taxi service based in Dublin
could possible compete with this quality of service. As 1 said at the very outset 1 was surprised that patient
care was not given a high rating in the scoring system. 1 am amazed it doesn't appear to have featured in your
scoring system ai all
The question of the "ability to provide a range of services1' is also raised in this section of the scoring system,
^gggj^gfccurrently meet this particular criterion fully. They have a variety of vehicles, standard top of the
range cars, a minibus, a people carrier and a number of 4X wheel drive vehicles - vital in inclement weather
for reaching patients in the Arklow/Wicklow hinterland. Has the HSE evaluated the services and more
importantly the vehicles available to the alternative contractors tendering in this case? Can you assure me,
given my concern about my constituents' health and safety, that the range of vehicles which are necessary to
cover difficult terrain such as exists in Co. Wicklow will be available to the alternative contractors?
The final element in the evaluation system is that the contractor must "demonstrate the ability to perform the
contract to the specification of requirements". Again 1 make the observation that this seems to effectively
duplicate other elements in the evaluation system. That point aside, can you inform me, given the fact that
you have experience going back for over quarter of a century of the servicc provided by Swecncys of any
example where they failed to demanslrate the ability to perform the contract? ]f not can you possibly explain
why Sweeneys received only 50% of the marks available under this heading.

ContAL ...

 V;

I note that the one evaluation point which is not included in the scorecard is a detailed breakdown of the price
score, ^y^Utf&gfoere allocated a score of 460 under this heading. 1 would ask that you personally examine
the prices that have been indicated by any other tenderer for this particular contract. 1 have spoken in detail
with thcHjasgBffig?! on the pricing structure which they submitted. I cannot see how any alternative contractor
could significantly undercut them. The only basis on which they could be undercut, it seems to me, would be
by another service provider for example, a taxi company, who would take a patient from the patient's home,
abandon the patient at the hospital and leave it to the hospital to contact a taxi to transport the patient back to
his/her place of origin. This seems to me to be a lesser quality service for patients which, must be a first
priority for any health authority.
One other aspect of this issue which I wish to address is an incident which occurred, not with SaSfflSsSS but
with another of the existing contractors who failed to have a contract renewed. I understand that in that case
the successful contractor visited the premises of the unsuccessful tenderer hoping to recruit some of the
existing firm's drivers. During conversations which took place it emerged that the company which won the
contract had only three vehicles available to service what is a vast rural area. Has the HSE carried out an
inspection of vehicles which are being put forward to provide this vital service? Have you checked the
capacity of the vehicles which will be used by any successful contractor? Indeed has the HSE checked the
number of vehicles and the quality of the drivers that would be available?
As I mentioned at the very outset my main concern in this is for the quality of service that the HSE will be
providing to my constituents who find it necessary to leave Wicklow to attend hospitals outside the county for
medical procedures. I am far from convinced that the scoring system which I have examined has anything like
an appropriate focus on quality of patient service. Indeed as I have already mentioned, I am quite shocked
that the quality of service to patients isn't actually mentioned in the scoring system, an omission which I find
frankly bizarre.
I believe that the tendering system in (his case is fundamentally flawed. The scoring system can best be
described as focused on bureaucratic requirements rather than patient systems. ! fully endorse the
introduction of good quality administrative systems whether in the HSE or within the firms with whom it
tenders for public works, however I would have expected that the first priority be patient treatment.
It is my understanding that decisions on this issue will be made shortly by the Board of the HSE. I should be
very grateful if you would assure me that each of the issues that I have raised above wilt be examined
objectively before any proposals are put to the Board and 1 should also, given the seriousness with which I
view this issue, ask that this correspondence be copied to all members of your Board,
Finally, I am enclosing herewith a letter in relation to the^gg®igg» scrvice from Drs. ^ p S t S t e g ^ and
frfl^Wifyflvvho
operate one of the biggest medical practices in the Arklow area. This particular
praciicelias been in operation in the Arklow area for as long as the Sweeney family lias been providing
services, It is widely regarded as one of the most effective medical practices in the south east. The doctors
who have signed this letter are progressive, dynamic, forward looking, patient oriented medical practitioners.
It seems to me that their evaluation of
service is something which should be factored into any
final decision. I am also enclosing two letters from dialysis patients who regularly avail of
services.
jBtftfS^tt in his letter speaks of the punctuality, courtesy and helpfulness that he has received
rA
and makes the point that it has been "absolutely outstanding'. The second letter frn ™• pTHft'HilVIMltf'
copy of an email) speaks of the totally reliable service provided by t h e f a y g g f l , the care and attention that
patients receive from drivers, the professional nature of the service provided and the willingness of Mr. <fe
Mrs. ^SWfeSand their drivers to provide services in good weather and .in bad.
Cont/U ...

 It seems to me that these testimonials from patients and from medical practitioners must be factored into any
final decision made in this case, •
A last point, Mrs,«§g5®iip>bas written to the HSE asking for a more detailed evaluation of the decision
processes adopted in her case. She has also asked for a face to face meeting with HSE management. Given
that this company has provided 28 years of exemplary service which has never been faulted and which has
been very highly regarded by patients and medical practitioners^ the very minimum courtesy which should be
afforded her in my belief is that she be allowed to have such a meeting before any final decision is taken in
this case,
I look forward with great interest lo hearing from you and 1 should be grateful for an early response.

Yours sincerely

DickRocherPrD.,
Dick
RocherFrDT
or European Affairs
Encl
cc Ms. Mary Harney, TD, Minister for Health & Children
Mr Dara Purcell, Assistant National Director • Board Secretary, HSE

 •J%"28/08/2010
V
•

21:11

4

06282737

TIPPERARY TECHNOLOGY

06282731

PAGE

Page 1 o f 2

Elaine H. Lynch (Communications, Training & Customer Relationship)
From:

Reps [Reps@hse.ie]

Sent:

20 January 2010 12:41

To:

Elaine H. Lynch (Communications, Training & Customer Relationship)

Cc:

Reps

Subject:

Rep:RDR/10/0037 re Tender for Patient Transport Services in Wickl ow,from Dick Roche
TD

Importance;

High

Follow Up Flag: Follow up
Flag Status:

Orange

Attachments:

pdf_79153_combined.pdf

Please Find attached Representation for direct response (RDR) to the requester, which has been
received in PAD.
The turnaround time for this rep is 15 working days. A response is therefore due by 10/02/10
If this representation does not fall within your remit please advise this officc immediately.

In addition to responding directly to the requester please also email a copy of the response back to
reps@hse.ic so we can close off the Representation on our database / tracking system.
If you have any queries please do not hesitate to contact us
Many Thanks
Representations Section,
Parliamentary Affairs Division,
Health Service Executive,
Block D, 2nd Floor,
Parkgate Business Centre,
Parkgate Street,
Dublin 8
Tel: 01 635 2878

Original Message
From: Ann OBrien [imijto:,ann.obrien@HSE.IE]
Sent: 19 January 2010 11:07
To: Reps
Subject: Correspondence from Dick Roche TD
Importance: High
«pdf_79153_combined.pdf» Hi
Attached find correspondence from Dick Roche regarding Tender for Patient Transport Services for
your attention.

22/01/2010

RECEIVED TIME

17. SEP.

13:40

01/07

 «

It seems to me that these testimonials from patients and from medical practitioners must be factored into any
final decision made in this case,
A last poinr, M r s . « g m ^ £ h a s written to the HSE asking for a more detailed evaluation of the decision
processes adopted in her case. She has also asked for a face to face meeting with HSE management. Given
that this company has provided 28 years of exemplary service which has never been faulted and which has
been very highly regarded by patients and medical practitioners, the very minimum courtesy which should be
afforded her in my belief is that she be allowed to have such a meeting before any final decision is taken in
this case.
I look forward with great interest to hearing from you and I should be grateful for an early response,

Yours sincerely

M^ntSteTfor European Affairs
End
cc Ms. Mary Harney, TD, Minister for Health & Children
Mr. Dara Purcell, Assistant National Director - Board Secretary, HSE

 Office of the Chairman of the HSE
Room 127
Dr. Steevens' Hospital
Dublin 8

Feidhmeannacht na Seirbhfse Slainte
Health Service Executive

Oifig an Chathaoirligh
Feidhmeannacht na Seirbhfse SISinte
Seomara 127
Ospid6al an Dr. Steevens
Baile Atha Cliath 8
T: (01) 6352877 I F: (01) 6352898

Mr. Dick Roche, TD
Minister for European Affairs
2 Herbert Terrace
Herbert Road,
Bray
Co. Wicklow
21 st January 2010
Dear Minister,
I would like to acknowledge receipt of your letter dated 11 th of January 2010 which was
received in this office on 15 th January 2010 in relation to HSE patient transport contracts in
the Dublin/Wicklow/Kildare areas.
As I informed you in our telephone conversation, the contract for patient transport in the
Dublin/Wicklow/Kildare areas was on the agenda for the scheduled monthly HSE Board
meeting on the 14 th January 2010, i.e. the day before your letter was received. The Board
approved the HSE management recommendation that contracts be placed with the
successful bidders for elements (mainly taxi/hackney services) of the contract.
No
preferred bidders emerged for other elements (mainly minibus services) of the contract and
therefore this will now be re-tendered.
From my enquiries I understand that the HSE Procurement team formally met the
unsuccessful suppliers who requested to be provided with a debriefing on the tender
process (this included a meeting with the ^ I ^ H m ) .
I trust this explains the present position.
receiving attention.

I understand your letter to Prof. Drumm is

Yours sincerely,

Dara Purcell
Secretary to the Board

O:\OFFICE OF THE CEO\Dara Purceil\Correspondence\2010\January 2Q10VD Roche TD Ltr re Tender for Patient Transport
19.01.10.doc

 Communications, Training and Customer Relationship
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mailto:elaineh.lvnch@hse.ia

Minister Dick Roche,
Department of An Taoiseach,
Government Buildings,
Dublin 2.
21 st January, 2010
Re: Tender Patient Care Transport Services
Dear Minister Roche,
With reference to your letter of the 11lt1 of January 2010 regarding a tender for
Patient Care Transport Services with HSE I wish to respond as follows.
Within HSE all purchasing of supplies, works and services is governed by the
following core values
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Patient and customer focus
Achieving efficiency, effectiveness and best value for money in terms of
overall life-cycle
Dealing with quality suppliers, contractors and service providers
Operating in a fair, open, transparent and non-discriminatory manner in the
marketplace
Properly managing risk
Complying with all relevant European and National Legislation, HSE
Procurement Policy and Government Guidelines
Operating to the highest ethical standard

HSE has a Procurement Directorate which provides strategic sourcing and a
category management approach for all non pay expenditure. The overall objectives
are to meet the internal requirement of our customers and to obtain best value for
money. HSE tenders are advertised on the Government Etenders Website
www.etenders.govJe and on the Official Journal of the European Union (OJEU) and
fully comply with government guidelines and EU Directives. This tender was also
advertised in both National and Local newspapers. HSE would always want
"Competition, and in that regard promotes and engages in the market in a very
positive manner.
It is not my intention to refer in detail to all of the issues raised in your
correspondence. However, I wish to advise that the above tender was awarded in

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 line with EC Directive 2004/18/EC and was awarded under an EU Open Tender
Procedure.
As part of the evaluation process an evaluation team and a wider consultative group
who had expertise and a working knowledge in the area of patient transport was
established to support this tender process. The tender evaluation group examined
all aspects of tender proposals put forward with a view to procuring a service that is
in line with specifications, meets user requirements and achieves best value for
money. The evaluation group who are appointed to carry out tender assessments
apply award criteria to submissions received and score them accordingly. The level
of the information provided in the tender proposal in support of the award criteria will
be reflected in the outcome of the score. As you will appreciate, the evaluation of
tenders has to be objective in line with the principles of EU competition,
Equity, Fairness and Proportionality.
Apart from observing legal obligations where provisions of EU Procurement
Directives apply, the HSE adopts a voluntary constructive policy on debriefing
unsuccessful candidates. This is to encourage suppliers to improve future bids and
as a result improve their competitive performance. With regard to the above tender
a number of the unsuccessful tenderers were debriefed. In respect of the tender
submission from Sweeney's, a detailed debriefing meeting took place with members
of the evaluation team in attendance to address any questions or issues arising. At
this debriefing session all aspects of their tender submission were discussed with
them in detail as well as the scoring applied to each criterion. They also received
constructive comment and feedback from the evaluation team.
HSE wish to advise that further lots in respect of mini bus services were not awarded
as part of this tender and it is our intention to go to the market in the near future in
this regard.
To conclude, I would like to highlight that the outcome of this tender did achieve best
value for monies for HSE and importantly will release funds for other patient related
services.
Yours Sincerely,

Assistant National Director Procurement
Head of Communications, Training & Customer Relationship Management
Cc :

Leo Stronge, Head of Procurement, Block 4 Unit C, Central Business Park,
Clonminch, Tu I la more, Co. Offaly

 V

DICK ROCHE TO
MMiSTER

FOR EUROPEAN AFFAIRS

27 January, 2010
Mr Dara Purcell
Secretary to the Board
Office of the Chairman of the
Dr, Steeven's Hospital
Dublin 8
Please quote our ref: CO 06/1922

Re: Tender for Patient Care Transport Services
Dear Mr Puree!),
Thank you for vour letter dated 21 January regarding patient transport contracts for Dublin/Wicklow/Kildare
areas.
I have to say I am very disappointed with your letter. The letter fails to address the very detailed concerns
which I put forward in my letter to Professor Drumm in relation to the manner in which these contracts have
been awarded.
I am frankly shocked that patient care and the quality of patient serv ices provided by existing contractors
seems to have been entirely discounted in the contract awarding process. There was, as you say in your letter,
a meeting with unsuccessful suppliers and a "debriefing". However, this too failed to answer the questions
which I raised in my letter.
I should be grateful, therefore, to have a detailed response on each of the points which I raised in my letter of
II January and I look forward to hearing from you on this.
Yours sincerely*

Dick Ro
Ministe

flANNA*

flairs

Constituency
office
2 Herbert Terrace, Herbert Road,
Bray, Co Wicklow
T&t: 00 3$3 {0)1 28$ 3211
Fin : 00 353 (0} 1'J86 76&f>

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Department
of An Taoiseach
iv&ayft House, St Stepton'M Grenn, Dublin 2 Government Bwldmgn,
Dublin 2
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 Office of the Chairman of the HSE
Room 127
Dr. Steevens' Hospital
Dublin 8

Feidhmeannacht na Seirbhfse Slainte
Health Service Executive

Oifig an Chathaoirligh
Feidhmeannacht na Seirbhise Slainte
Seomara 127
Ospideal an Dr. Steevens
Baite Atha Ciiath 8
T: (01) 6352877 / F: (01) 6352898

Mr. Dick Roche, TD
Minister for European Affairs
2 Herbert Terrace
Herbert Road,
Bray
Co. Wicklow
9 t h February 2010
Dear Minister,
I refer to your letter dated 27 t h January 2010 and would like to clarify certain matters.
The purpose of my letter was to update you regarding the Patient Transport contract i.e.
that elements of the contract were approved by the Board at its meeting on the 14 th of
January 2010; that your letter was received after that Board meeting (15 t h January, 2010)
and that meetings had been held with unsuccessful bidders to provide them with a
debriefing on the tender process.
My letter to you on 21 s t January 2010 was not intended to address the substantive issues
raised in your letter of 11 th January, 2010 to Prof Drumm. I confirmed that your letter to
Prof. Drumm was still receiving attention and a detailed response would be sent to you.
f*-

I hope this is helpful in clarifying the intent of my letter as you express disappointment with
it.

Yours sincerely,

Dara Purcell
Secretary to the Board

Q:\OFFICE OF THE CEOVDara Purceit-CorrespondenceV2010\Febru3ry 2010\D Roche TO Ltr re Tender for Patient Transport
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 'Department of the Taoiseach
Minister for European Affairs

Roinn an Taoiseach
Aire do Ghnothai Eorpacha

Government Buildings

Tithe an Rialtais

Dublin 2.

Baile Atha Ciiath 2.

Tel: (01) 619 4399

Teil: (01J 619 4399

Fax; (01) 619 4476

Fac:s: {01) 619 4476

Email:

Rf'omhphost: dick.roche@taoiseach.gov.ie

dick, roc he®taoiseac.h.gov.ie

18 February 2010
Ms Daragh Purcell
Secretary to the Board Health Service Executive
Room 127, Dr. Stephen's Hospital
Dublin 8.

Dear Mr. Purcell,
Thank you very much for your letter of 9 th February, which was received in my office
on 16th February regarding the patient contract
I have received a letterfrom Ms. Ryan the Assistant National Director Procurement,
regarding the contract. The contents of that letter are, in my view, completely
inadequate and I am currently checking as to how the new service is operating and I
will be in further contact with Professor Drumm.
I look forward to receiving the further letterfrom Professor Drumm, which seems to
be indicated in the third paragraph of your letter.

^

Again 1 am very grateful for the time and effort you have taken in this matter
personally. I would however make the point that I believe that the new arrangements
cannot work and that any saving which is achieved will be achieved at the cost of
patient comfort and service.
Yours Sincerely,

Dick Roche
Minister for European Affairs.

HEALTH SERVICE EXECUTIVE
1 9 FEB 2010

OFFICE OF THE CHAIRMAN

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 Department of the Taoiseach
Minister for European Affairs

Roinn an Taoiseach
Aire do Ghn6thaf Eorpacha

Government Buildings

Tithe an Rialtais

Dublin 2,

Baile Atha Clialh 2.

Tel: (01) 619 4399

Teil: (01) 619 4399

f-ax: (01) 619 4476

Facs; (01) 619 4476

Email;

Ri'omhpbosl: dick.roche@taoiseach.gov.ie

dick.roche€ltaoiseach.gov.ie

Health Service Executive
2 2 FEB 2010

CEO's Office

18 February, 2010
Prof, Brendan Drumm
Chief Executive Officcr
Health Service Executive
Dr. Steeven's Hospital
Dublin 8

Please quote cur ref: CO 06/ 1922
Re: Tender for Patient Care Transport Services
Dear Brendan,

I wrote to you on the above matter in January. I have received a response to that letter from Ms.
Ryan, Assistant National Director for Procurement, HSE. I regard Ms, Ryan's response, a copy of
which is attached for ease of reference as entirely unsatisfactory in tone and in content. I set before
the HSE a number of very specific issues in relation to this particular Tender, Ms. Ryan either has
dismissed or ignored key points in my original letter.
In Ms. Ryan's letter it was suggested that all HSE purchasing is in compliance with "core values".
The number one core value quoted in the letter is "Patient and Customer" focus. This "core value"
seems to have received scant attention in the changes which the HSE has recently made in its Patient
Transport Services.
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You will rccall 1 mentioned in my letter of 11 January that 1 was mystified to read in the assessment
list that "ability to introduce ICT initiatives" was the first assessment criteria used by the HSE. In
fact the words "patient care" does not appear in the HSE "score card for lot 2", an omission that I
find as utterly baffling.
All of the available evidence suggests that service arrangements which the HSE has signed up to are
not focussed on patient care. Your organisation has dismissed suppliers of services with which you
have been conducting business with the HSE and the Health Boards for almost three decades without
a single customer complaint. In its assessment process it is my understanding that none of the HSE
clients who have availed of the services of Sweeney's were interviewed. I also believe that the views
of HSE officials on the ground were not part of the assessment process.

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 The second core value referred in Ms. Ryan's letter is efficiency and effectiveness. I of course accept
the importance of efficiency and effectiveness. I take the view however, that the quality of patient
care should not suffer. Since the new contract came into effect earlier this month 1 have already
received complaints from two constituents. One of these,
attached for your attention. This elderly man is forced to endure an additional six hours travelling
per week for his dialysis. As he points out in this letter this not only subjects him to additional stress
nut it interferes with his dietary and medications schedules.
The third core value referred to in Ms. Ryan's letter is the HSE commitment to dealing with "quality
suppliers, contractors and service providers". As 1 understand it the HSE has at no stage had any
complaint regarding the services provided b y ^ f l m p K In spite of this the MSB awarded B M I ^ B
only half of the available points for "reliability and quality assurance" under the assessment system
which was applied to this contract.
For ease of reference I am attaching a copy of the HSE's "scorecard for lot 2", I am at a loss to
understand how a contractor who had a 100% record in terms of quality and reliability in the past
could be evaluated at the 50% level. Indeed I am mystified at how exactly 50% has been awarded
under each of the four evaluation criteria's. This simply makes no sense. I should be grateful to have
an explanation of the very low ranking awarded and why a company which has supplied a service for
three decades without complaint could possibly get such a poor assessment.
•
On the matter of reliability and quality it has been suggested to me a contractor who was awarded
one of the Wicklow contracts may be contemplating "sub contracting" some of the collections to
local hackney operators, I should be grateful to know if such an arrangement is allowed under the
terms of the contract that has been agreed.
Ms. Ryan also refers to the HSE operating in a fair, open transparent and non-discriminatory manner>
in the marketplace. I would question whether the HSE Tender procedure applied in this particular
principle. During the course of a post-tender briefing HSE's staff were asked how they factored a
blemish free record of client service into the evaluation process. They provided no satisfactory
explanation. I would be interested in knowing how the HSE evaluated the quality of services that
will be provided to patients in rural Wicklow, some of the most remote areas of the East Coast of
Ireland by cab companies based in Co. Dublin, companies with no experience of operating in rural
Co. Wicklow.
*

I note that in the tender documents the HSE asked those submitting tenders to list their vehicles
registration and license numbers etc, Before the contract was awarded, was any effort made to
examine the vehicles that would be used in patient transport? Another core value mentioned is
"properly managing risk." This one fascinatcs me. How can the HSE possibly suggest that the
manner in which this contract has been awarded meets this 'core value?' Has the HSE made any
effort to assess the quality of service vehicles which will be dealing with patients from my
constituency under the contract which it has recently allocated? A related point - has the HSE
evaluated the patient risk arising from the extended journey time in for e x a m p l e ^ W M ^ H & a s e ? .
Ms. Ryan suggests in her letter that the manner in which this contract has been handled is determined
by what you call relevant "European and National Legislation". I should be grateful if you would

2

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 stipulate the EU legislation that requires a small contract to provide transport services in remote areas
in Co. Wicklow must be dealt in the manner in which the HSE has handled this particular contract?
Ms Ryan takes the view in the final paragraph of the first page of her letter that the HSE has no
responsibility to respond to the detailed questions which I have raised in my letter to you. I should be
grateful to know whether you share this dismissive attitude to a legitimate query from a public
representative?. In my view the HSE has a responsibility to reply to reasonable questions raised by
any public representative. J completely reject the view that your organisation can decide unilaterally
to ignore valid questions which we put to it in good faith particularly where those questions touch on
the health and welfare of constituents and where they touch on the manner in which your
organisation goes about its business. Your organisation is not above public scrutiny. If Ms. Ryan
has a personal problem responding to queries that she regards as irksome, perhaps you would direct
that some other official of the HSE deal with those queries.
Ms Ryan also makes reference in the second page of her letter to an evaluation team and a wider
"consultative group" as having had an input into this particular contract. If a consultation process was
applied I should be interested in learning who was consulted, Were any patients approached by the
consultative group? How many staff members in the hospitals were consulted? How many of your
own staff dealing with transport services were consulted? If you consulted any of these three groups,
were there any complaints?
I look forward to your detailed reply to each of the above points and 1 also look forward to the
outstanding points which Ms Ryan chose to dismiss from my first letter to you.

Yours sincerely,

Dick Roche, T.D.
Minister for European Affairs

cc. Ms. Mary Harney, T.D., Minister for Health and Children

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 DICK ROCHE TD
MINISTER FOR EUROPEAN AFFAIRS

Health Service Executive
( O ^

1 9 MAR 7010

15 March, 2010

CEO's Office

Prof. Brendan Drumm
Chief Executive Officer
Health Service Executive
Dr, Steeven's Hospital
Dublin 8

Please quote our ref: CO 06/ 1922
Re:

Patient Care Transport Services in Co* Wicklow

Dear Prof Drumm,
I have written to you on a number of occasions regarding patient transport in Co. Wicklow, I must, at ihe
outset, say that I am less than impressed regarding the responses which 1 have received from your office and
from the HSE on this issue. It strikes me that Tallaght is not the only institution in the health service that is
very poor in terms of responsesto communications,
In my last letter I indicated that [ had already started to receive queries regarding the quality of patient care
which could and would be supplied under the new arrangements.
i

Since my last correspondence 1 have had a complaint in particular about a Hiace van with a 1999 registration
collecting three patients from the north east of the county. Patients have complained regarding the fumes
entering the van and regarding what they describe as "bench seating" which was made available in the vehicle
i

A more serious case, however, has now, come to my attention from members of a family of a very elderly
patient, a lady in her SOs who is being taken to St, Vincent's Hospital for dialysis, I understand that the lady
in question is a patient of f H S B S B K ^ The care she receives in St, Vincent's Hospital is superb, but
unfortunately her experiences since the HSE decided to change the patient transport arrangements has been
decidedly second-rate. On a recent trip for her dialysis, this lady was awaiting as usual in her home when the
car-arrived to take her to St, Vinccnt's. The car was slightly earlier than usual, she very-much wckomcdAhis,
made her way to the car, The driver was sitting in the car but as she joined him he announced that he was
having his coffee break and it would be a little while before they left. She sat in the car and wailed until the
gentleman in question completed his coffee break.
The patient arrived in St. Vincent's Hospital late for her dialysis appointment. Hospital staff rescheduled her
appointment, but she had to wait for 1 and half hours before dialysis could be started. When her dialysis
session was complete the lady again joined the car which was parked to the front St, Vincent's Hospital The
driver told her that she would have to wait for at least an hour until another patient joined the car,
Com/d.

Con*tr'ftf«rHry ofHco

OopmnmoM of Foreign Affair a
Hoo*o, St Stephen'* Qr—n, Dublin 2
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This elderly lady having just completed her dialysis programme was left sitting in the car for one hour in the
cold. She found the experience a humiliating one and when she arrived home she was in a very distressed
condition. She complained that she had been treated with very little respect.
i

 

The episode, tragically, was something ofja last straw for this lady. She had shortly before the dialysis lost a
very close member of the family. The following weekend she was taken to hospital having tried to take her
own life. 1 am not for a moment suggesting that the dialysis episode was a direct contributory factor to this
tragic turn of events but certainly didn't he p a patient who was already trying to cope, not just with her illness
but with a tragedy in her own life.
In addition to the complaints which have come to my attention regarding the new transport arrangements, I
understand that complaints have also been registered in St. Vincent's Hospital where many of the patients
receive their dialysis.
Your organisation scill has not replied to all of the points which I raised in the previous correspondence, fn
view of the mounting complaints that 1 am receiving regarding the service which the HSE has put in place, I
would now like to h»ve a-rcsponsc to the questions- 1-havc raised without any further delay. —
—
Yours sincerely

Dick Roche, T.D.,
Minister for European Affairs

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K u t n t

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FOR EUROPEAN AfFAIHS

Health Service Executive
t> APR 2010

CEO's Office
30 March, 2010
flr-Prof. Brendan Drumm
IQ [jGhiefExecutive Officer
^—Health Service Executive
f " ^Dr. Steevcn's Hospital

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ref:

CO-C6/-K922.

Re: Tender for Patient Care Transport Services

^ V ^ D c a r Brendan,
IN^ftreccnily wrote to you again regarding the handling by your Organisation of the Patient Transport
r~^^Carrangcmenis in Co. Wicklow.

n

f ] £ Given that this correspondence was addressed to yourself 1 was stunned to reccive an e-mail from the
V ^ Parliamentary Affairs Division of the HSE saying thai "due to industrial action by Impact Trade Union it is not
/^^--'possible to process a response to vour representation/query at this time.
— - M y correspondence to you was not a standard representation regarding a constituency ease, h was a
[ C^)substantial letter in relation to the manner in which a contract for patient transport had been awarded. In short
\
the letter was a matter for management in the HSE and related very specifically to your organisation's policies.
This is not the type of issue which 1 would imagine should be appropriately assigned to grade members
Qovercd by the Impact Trade Union, a Union of which I happen to have a lot of personal regard.
•The matter in question was a management issue appropriate])' addressed to yourself. I sh«uid_be grateful
itieVefofefto have a reply from you oti the matter.
.Yours sincerely,

L__E>ick Roche,T.D.
Minister for European Affairs

CanwtHmrwy officm
Htbvrx
Hmrbari Ratd,
Br*y Co Wicklow
00383(0)
12963211
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Fax: 00 353 (OH 288 7688

Department of Fortftf/t AfMra
Ivtagh Hou Jft. St SttpJwn'*

Dufrtfn 2

Tel: 00 3S3 (01 1 40$ 2606
Fax: 00 353 (Of 1408 2883
tmaii: dick.roch*Ot*Ci*BSCh,govJt

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 Oifig an Phriomhfheidhmeannaig
Feidhmeannacht ria Seirbbise Sl&inte
Urlar 1
Ospideal an Dr. Steevens
Baile Atha Ciiath 8

Feidhmeannacht na Seirbhfse Slainte
Health Service Executive

CEO's Office
Health Service Executive
1 st Floor
Or. Steevens' Hospital
Dublin 8
Tel: (01) 635 20Q0
Fax: (01) 635 2211
Email; ceopa@hse.ie

6 t h April 2010

Dick Roche TD
Minister for European Affairs
Department of Foreign Affairs
Iveagh House
St Stephens Green
Dublin 2

Dear Minister Roche
I wish to acknowledge receipt of your correspondence dated 30 t h March 2010
and previous correspondence of 15 th March 2010 to Professor Brendan Drumm,
CEO regarding the tender for patient care transport services.
Please accept my apology for the manner in which your previous
correspondence was dealt with.
I wish to advise you that your correspondence has now been brought to the
attention of Professor Drumm and a reply will issue in due course.
Yours sincerely

Patricia Perry
CEO's Office

 Oifig an Phriomhfheidhmeannaig
Feidhmeannacht na Seirbhise Slainte
Urlar 1
Osp ideal an Dr. Steevens
Baile Atha Ciiath 8

Feidhmeannacht na Seirbhise Slainte
Health Service Executive

CEO's Office
Health Service Executive
1 st Floor
Dr. Steevens* Hospital
Dublin 8
Tel: (01) 635 2000
Fax; (01) 535 2211
Email: ceopa@hse.ie

2 4 , h May 2010

Dick Roche TD
Minister for European Affairs
Department of Foreign Affairs
Iveagh House
St Stephens Green
Dublin 2
Dear Minister Roche
I refer to your correspondence in relation to the tender for pattent care transport
services.
Firstly I regret to note the contents of the complaints which you attached from two of you
constituents and it is of concern that they had such a negative experience. I have
requested that these be investigated with immediate effect and with a response to be
issued directly to you.
I also wish to refer to correspondence issued to you by Ms Julie Ryan, Assistant
National Director, HSE Procurement regarding Tender for Patient Transport Services.
In this regard I have consulted with Mr Brian Gilroy, National Director of Commercial and
Support Services and Mr Leo Strong®, Head of Procurement. Having had their advice
on the matter, I am satisfied that without going into the minute detail of the specific
tender which we are reluctant to do from a number of perspectives including commercial
sensitivities and confidentiality, Ms Ryan has given the appropriate level of information to
address the matters raised in your query.
As you are aware HSE is the largest purchaser in the state and as a single legal entity
we are obliged to aggregate spend and carry out procurement procedures accordingly.
However, in an effort to ensure that local service providers were aware of this particular
tender) have been advised that the notice as well as going to the Official Journal of the
European Union was also advertised in both national and local newspapers.
This particular tender covers the provision of Patient Transport Services for the areas of
Dublin, Kildare and Wickiow and based on my discussions I am satisfied that this
procurement was carried out in line with best practice procurement, EU legislation and
HSE Procurement Policy. I have attached a copy of HSE Procurement Policy for your
information.
The tender process Is a two stage process covering selection and award. \ am advised
that the service provider you refer to passed the Selection Stage and it is at this stage
that their past experience can only be assessed.

 Without revealing specific details pertaining to the company you refer to in your
correspondence, I can advise that this company have been fully briefed and advised of
their standing in relation to this competition. It is my understanding that the service
provider was satisfied with the debriefing they received as they have not reverted back
indicating otherwise.
For all procurement processes HSE Procurement establish a specialist evaluation team
of key professional stakeholders and indeed stakeholder input forms a critical part of all
commercial decisions made. All procurement is carried out with a view to meeting the
requirements of end service users. In the case of this particular process the evaluation
team included professionals from Hospital Settings, Local Health Offices, Patient Liaison
Officer, Patient transport Manager to ensure that the outcome was patient focused.
Furthermore HSE would acknowledge that this company is a recognised service
provider of good standing to HSE and indeed continue currently to do business with us
in respect of mini bus sen/ices.
In terms of quality and safety I can also reassure you that all service providers awarded
business from this contract meet all relevant legislation and standards pertaining to
patient transport services as set down by the Taxi Regulator.
Since the contract was established I have been advised that in line with the contract
management process two contract review meetings have taken place with the main
customers in HSE using this contract and to date no significant problem have been
reported.
In addition within procurement a database for registering any issues/complaints for this
contract is in place and to date no significant issues have been highlighted in this regard.
I trust the above gives you the clarity you require. In addition I understand that Mr. Brian
Gilroy, National Director of Commercial and Support Services personally contacted
your office with regard to discussing this matter and this offer still stands if you require
any further clarity.
Yours sincerely

Professor Brendan Drumm
Chief Executive Officer

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