IWGC LIMITED

Patient Experience, Friends & Family Test (FFT) & PROMs

iWGC's solution harnesses the power of the patient voice to engage staff and patients with real-time, granular feedback. Includes Friends and Family Test (FFT), local surveys, advanced analytics, AI thematic analysis, ICS feedback, PROMs and much more to give rich insights that support service improvements and patient-centred care.

Features

• Online, SMS, Paper, App, Device, QR code, IVR methodologies
• Applies to any level: doctor, service, hospital, Trust, STP/ICS, country
• Local surveys and ad hoc surveys
• Real-time reporting
• Ward to Board level reporting and dashboard analytics
• Patient safety and hazard email alerts and risk monitors
• Clinicians personal feedback to support CPD, appraisal and revalidation
• Fully accessible and multi-lingual
• AI-powered thematic analysis of patient comments
• Fully compliant with NHSE Friends and Family Test requirements (FFT)

Benefits

• Understand performance for every individual service
• Actionable data and comments to make service improvements
• Improves safety and reduces risk
• Proven to increase staff morale and reduce absenteeism
• Scales to pathways and ICSs/population health
• Enables benchmarking internally and externally
• Improves understanding with sentiment and thematic analysis
• Significant savings on staff time
• Supports understanding and measurement of health inequalities
• Maps to CQC Key Lines of Enquiry/Picker Principles of Care

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 jon.twinn@iwantgreatcare.org. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

181804569983623

Contact

Jon Twinn
01608811863
jon.twinn@iwantgreatcare.org

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No constraints other than certain NHS guidelines must be followed for the Friends and Family Test part.
• System requirements:
  • Recent versions of tablet devices (if using)
  • System is entirely cloud hosted so no other system requirements

User support

• Email or online ticketing support: Yes
• Support response times: Immediate acknowledgement sent to initiator.; Target initial response within 1 working day, resolving the issue within this time-frame where possible.; If the issue cannot be resolved immediately (e.g. more information is required), target resolution or escalation within 3 working days.
• 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: Licence fee includes full implementation support and ongoing telephone and email support with a named Account Manager.; ; Additional support days can be purchased as required.; ; Technical support is standard for all contracts and includes:; - Response to Critical Fault (service unavailability) within 2 hours; - Response to Non-urgent Fault within 1 working day; ; Technical support is initially reported via the helpdesk or the Account Manager and tickets are assigned to the technical team to resolve.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide:; - onsite setup and implementation support and advice; - onsite training in reporting and management tools; - implementation guide documentation; - online support; - dedicated account manager support; - best practice examples and advice
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All raw data is provided in downloadable format on a monthly basis and can be downloaded from the management interface at any time. We will provide a full data file of all raw data at the end of the contract.
• End-of-contract process: Buyer's access to the service is removed and iWGC will no longer process the buyer's data beyond the contractual period. There will be regular notifications from iWGC that the end of the contract is approaching, beginning at six months' notice, giving the buyer plenty of time to download their data or find alternatives if they do not wish to renew the service. Data will be provided back to the buyer at the end of the contract.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The patient facing questionnaires and website are mobile-first, fully responsive experience, optimised for smaller mobile screens, automatically modifying the layout to accommodate large screens.; The administration panel is desktop only.
• Service interface: No
• User support accessibility: WCAG 2.2 A
• API: No
• Customisation available: Yes
• Description of customisation: Users can customise:; - the list of their services to be covered by this service; - the individual users of the service; - additional questions; - bespoke questionnaires (depending on service purchased); - bespoke dashboards (depending on service purchased)

Scaling

• Independence of resources: System is designed to ensure that customer usage is isolated and protected from the demand generated by other users.; ; We operate a logically segregated, multi-tenant architecture with dedicated environments and role-based access controls, ensuring that each customer’s data, workloads,& reporting activity are isolated.; ; System capacity is proactively monitored, with automated scaling and resource management in place to handle fluctuations in demand without degradation of service. Usage thresholds, performance monitoring, and alerting are applied continuously to ensure service availability and responsiveness.; ; Where required, customers with higher volumes or specific performance needs can be supported through dedicated configurations or capacity allocation.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide customers with access to service usage and operational metrics through dashboards and downloadable reports. These metrics are designed to support service monitoring, governance, and value-for-money assessment.; ; Metrics may include:; - Volumes of surveys issued and responses received; - Response rates and completion trends over time; - User activity and access levels; - Timeliness of reporting and data submissions; - Service availability and incident statistics aligned to agreed SLAs; ; Metrics are available at organisation level and can be exported for local reporting, audit, and performance review. Reporting can be reviewed regularly with the customer and tailored where required.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Supplier-defined controls
• 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 another standard
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Either:; 1. Download of csv files from password-protected management interface.; 2. Download of data visualisation pdf reports from password-protected management interface.; 3. Access to an analytics dashboard with ability to export selected data.; 4. Secure upload of CSV to SFTP server; 5. Attachment in scheduled email
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • PPT
• Data import formats:
  • CSV
  • Other
• Other data import formats: Direct data entry via Web-based 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: IWGC warrants to the buyer that the software shall be available for use and operate in all material respects in accordance with its intended functions, for not less than 99% of the Initial Service Period.; ; In the event of a critical Fault, or maintenance being required, the effect of which is to render the Software unavailable for use by the Customer, then for every 8 hours in excess of the agreed Potential Downtime, during which time the Software is unavailable for use, or fails to operate in accordance with its intended functions, the Customer shall become entitled to a service credit (determined based on the value of the contract).; ; In the event that iWGC fails to meet the response time for a Critical Fault, for every instance beyond the initial instance of this occurring, the Customer shall be entitled to receive a service credit calculated by the number of hours in excess of the stated 2 hour period by which iWGC failed to respond to the Support Request. For each whole hour by which the response time is missed, a credit shall become due to the Customer, (determined based on the value of the contract).
• Approach to resilience: The architecture of the service provided by iWantGreatCare is designed with high resilience, availability, and scalability as core principles. The platform runs on Google Cloud using a Kubernetes-based microservices architecture. Services are deployed across multiple nodes and are fronted by managed load balancers, ensuring that traffic is automatically routed away from unhealthy instances with no disruption to service. Kubernetes provides self-healing capabilities, including automatic restarts and rescheduling of failed components, while horizontal scaling allows the platform to respond dynamically to changes in demand. Google Cloud’s managed infrastructure and enterprise-grade SLAs provide robust fault tolerance, built-in redundancy, and high availability across the platform.
• Outage reporting: E-mail and SMS alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Unique username and password access is assigned on an individual basis. User permissions and access levels are assigned to individuals, determining what data and functions they can see. Appropriate access for one individual might be to see only data for the service in which they work whereas 'superusers' could see all data for an organisation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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: As part of ISO27001 we have the following policies:; Information Asset Risk Assessment; iWantGreatCare Data Protection Policy; iWantGreatCare Disaster Recovery Plan; iWantGreatCare Information Security Policy; iWantGreatCare Remote Working Policy; iWantGreatCare Standards for Internet Usage; iWantGreatCare Standards for the Use of Email; iWantGreatCare Standards of Data Retention; Security Breach Incident Response; iWantGreatCare Third Party Standards; ; There are information security refresh sessions for all policies and processes on a yearly basis.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes and new features are created as tasks in a central system (JIRA) and are tracked from idea to deployment in a very detailed manner down to the code snippets that have been added for that specific tasks. Security impact is assessed as part of the development and testing of each task.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We run penetration testing on at least an annual basis and evaluate the outcome to ensure compliance with the ISO27001 standard. Important security updates to applications and operating systems are tested and then deployed 'asap' to ensure maximum protection of iWGC systems.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: IWGC firewalls have intrusion detection and also configuration of application and servers is regularly checked compared to the 'standard' images used. If there is a compromise this follows the ISO27001 defined process in the Information Security policy.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be reported by internal or external users, these are logged in ZenDesk and/or JIRA and then are processed with urgency from the Product and Technology teams. All Technology actions are logged in JIRA and incident reports are delivered to senior management.
• 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: No

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: 5%
• Between £500,001 and £1,000,000: 6%
• Between £1,000,001 and £2,500,000: 7.5%
• Between £2,500,001 and £5,000,000: 8%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Monday 23 October 2017
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001 certification applies to the information security management system (ISMS) governing the delivery, operation, and support of our SaaS services.; ; The certification does not extend to third-party services or infrastructure that are outside our direct operational control, such as underlying cloud infrastructure providers, end-user devices, or customer-managed environments. These are covered by the respective providers’ own ISO 27001 or equivalent certifications and contractual security controls.; ; Non-production environments or legacy systems that do not process customer data are also excluded from scope where applicable.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

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
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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 the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • 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
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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
    • 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
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • 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
    • Delivery of additional environmental benefits through 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

  • 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
    • Introducing transparency to pay and reward processes
    • 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 the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • 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

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 jon.twinn@iwantgreatcare.org. Tell them what format you need. It will help if you say what assistive technology you use.