LIMBIC LIMITED

Limbic Access - Digital front door for mental health e-triage

Limbic Access is an AI-powered digital front door for psychological therapies, supporting assessment and referral pathways. It screens referrals, signposts ineligible patients, and conducts structured clinical questioning. This reduces administrative burden, supports clinical decision-making, and helps services prioritise higher-risk patients so people receive the right care sooner.

Features

• Class IIa Software as a Medical Device
• Accessibility features including multiple languages, optimised for visually impaired
• Customised and personalised to complement and enhance provider service pathways
• Add to any website with just 2 lines of code
• Automated triage by AI chatbot based on NHS defined parameters
• Class 2a SAMD, GDPR & NHS IG Compliant
• Collect and display clinical measures GAD7, PHQ9, W&SAS etc.
• Safeguarding & risk stratification
• Delivered as a fully managed cloud-hosted Software-as-a-Service
• Available 24/7/365

Benefits

• Improves and increases accessibility, engagement and speed to treatment
• Helps providers achieve NHSE suitability for service KPI
• Releases clinician and administration time during e-triage and assessment
• Improves patient safety as flags and prioritises high risk patients
• Creates clinical time to focus on care, reduce waiting lists
• Multiple smart integrations to drive efficiency including the NHS Spine
• Smart-tags ensuring the referral is sent to the relevant person
• Process a higher number of referrals with the same resources
• Real in-year cash savings by reducing recruitment costs
• Compatible with multiple patient management systems including PCMIS & IAPTus

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at syed@limbic.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

110543220360839

Contact

Syed Abrar
07425 111222
syed@limbic.ai

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The patient management system used by the provider (e.g. PCMIS or IAPTUS)
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: Website or ability to edit the website

User support

• Email or online ticketing support: Yes
• Support response times: We have a policy to respond within 1 working day to all requests. In all responses, we include a specified timeline if the query isn't resolved in the first instance.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: All support is included in the cost of the product and there is no additional costs to any support received.; Every customer will have a dedicated implementation lead and a technical lead available to them.; We offer weekly meetings to support setup and deployment. This includes any education and training required for service staff.; We offer email and phone support for all queries on top of this.; We provide real time analytics to all customers to see the status of the system and resolve any potential queries without having to contact Limbic.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: 1. Determining timelines and customisation with dedicated project delivery expert.; 2. Online training materials provided to senior leadership and staff; 3. Live or onsite training webinars/sessions provided post implementation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: On contract end, our Customer Success team will work with you to ensure that all referrals have been passed in to your EPR system. Limbic will securely delete information held in their production database, and provide written confirmation we have done so.
• End-of-contract process: Limbic assists in the safe removal of the service to maintain operational security for the customer. Removing this is free of charge and included in the price of the service. We archive all project information according to our Document Control procedures.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are no differences between mobile and desktop use with Limbic Access.
• Service interface: No
• User support accessibility: WCAG 2.2 AAA
• API: No
• Customisation available: Yes
• Description of customisation: Self referral questions (e.g. demographic information); Referral information formatting; Signposting messages for ineligible patients; ; They can customise this together with the dedicated program delivery expert that will be assigned to the customer at the start of the project.; The senior leadership will be able to provide input and customise with the program delivery expert.

Scaling

• Independence of resources: We have auto-scaling in place with AWS load balancers which is the industry standard on scaling usage with cloud hosted services. With respect to staff, we actively track competency matrixes to assess staff resourcing needs ahead of time.

Analytics

• Service usage metrics: Yes
• Metrics types: Full suite of metrics available ranging from:; Number of referrals received; Number of ineligible referrals signposted; Conversion rates; Patient feedback; Demographic information; Time taken to complete referrals; Create bespoke metrics
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Referral data is sent to the respective patient management system or otherwise agreed method. Individual users can make requests for a copy of their data via a Subject Access Request to you as the customer.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Patient management system
  • Email
• Data import formats: Other
• Other data import formats: Patients can upload data using a visual interface

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We guarantee 99.9% uptime and refund the value of any missed referrals in case of any lost uptime.
• Approach to resilience: Our datacenter is hosted and operated by Amazon AWS which is the gold standard in terms of data protection and security with physical and virtual controls in place to minimise the risk of any data leak.
• Outage reporting: In case of any outage, our dedicated customer support team will reach out to the customer contact and inform the customer of said outage with appropriate details and expected time to get back online. We report uptime statistics in monthly reports to customers as well.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: We have access control procedures in place. Access is linked to a team member's email address which is controlled by top level management. We have defined job description writeups which details what systems or software an employee needs access to. Any change outside the scope of this needs to be signed off by top management.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Information Security Management System (ISMS) is the means by which Limbic Limited (the ‘Organisation’) satisfies the requirements of BS ISO/IEC 27001:2022 with regard to the Organisation’s overall business risks. It specifies the requirements for the implementation of security controls, customised to the needs of the Organisation or to specific parts thereof.; ; The Organisation has adopted the process approach for developing, implementing and improving the effectiveness of its ISMS.; ; The Organisation, in adopting the process approach, is committed to:; ; - Understanding business information security requirements and the need to establish policy and objectives for information security; - Implementing and operating controls in the context of managing the Organisation’s overall business risk; - Monitoring and reviewing the performance and effectiveness of the ISMS; - Continual improvement based on objective measures; - Communicating throughout the Organisation the importance of meeting all relevant statutory and regulatory requirements specifically related to its business activities; - Ensuring that adequate resources are determined and provided to monitor and maintain the ISMS.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes are tracked through tickets created in Linear. Peer reviews are mandatory before code is released to production. This is enforced through technical controls.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our information security team continuously monitor selected threat intelligence sources for vulnerabilities relevant to the Limbic's assets, technologies, and infrastructure.; ; Patches for identified vulnerabilities are deployed within two weeks.; ; Limbic utilises the following sources of threat intelligence:; - NCSC Early Warning; - NCSC Small Organisations Newsletter; - NCSC Threat Reports and Advisories; - NHS Cyber Associates Network; - Cloudflare; - Nessus vulnerability scanning; - ThreatSpike penetration test reports / red team exercises; - News / Blog sites; - The Hacker News (https://thehackernews.com/); - Bleeping Computer (https://www.bleepingcomputer.com/)
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Error reporting goes into Slack which engineers have oversight of.; ; We scan environments using Nessus to identify vulnerabilities.; ; Endpoints are shielded behind Cloudflare who deploy some mitigations against published vulnerabilities and bots.; ; We have a 24/7 SOC which responds to incidents in real time with a documented incident response process.
• Incident management type: Supplier-defined controls
• Incident management approach: Limbic has pre-defined processes for common events. Users can report incidents through the provided communication channels.; ; Incidents are reported to services as soon as is practical. More detailed reports on a given incident can be provided on request.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Other
• Other public sector networks: NHS Spine

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: Tuesday 29 April 2025
• What the ISO/IEC 27001 doesn’t cover: Scope: The design, development, and support of digital psychology tools at Limbic Limited
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Fd6e17fc-ccea-48e2-abe1-73f6e3a1b292
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: Yes
• Any other security certifications: NHS Data Security and Protection Toolkit (DSPT)

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at syed@limbic.ai. Tell them what format you need. It will help if you say what assistive technology you use.