ECONSULT HEALTH LIMITED

HiScribe: Ambient Voice Technology for General Practice

Create medical notes, summaries and documents in seconds with HiScribe.
Fully integrated with EMIS Web and SystmOne - HiScribe improves clinical efficiency and consultation quality.

Features

• Create custom templates
• Full integration with EMIS Web and SystmOne
• Document generation
• Speech to text AI (for notes and dictation)
• Create instant medical notes
• Class 1 Medical device
• SNOMED codes saved into record
• Ability to edit, review before save
• AI co-pilot support included

Benefits

• Improve consultation quality
• Ensure consistency of consultation notes
• Improve audit capability and process
• Available from FREE for all users
• Ensure consistency of documentation produced
• Improved clinical and financial efficiency
• Improved patient experience

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 commercial@econsult.health. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

234405960086333

Contact

Aman Kundraw
07943881778
commercial@econsult.health

About the service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Defence
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: Up to date web browser

User support

• Email or online ticketing support: Yes
• Support response times: Support hours 08:00 – 18:00 Monday – Friday Response times are determined by priority. In addition to email, we provide live chat support via our website and telephone support. Priority 1: Within 1 hour Priority 2: Within 2 hours Priority 3: Same day Priority 4: Same day - acknowledgement and triaged.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 A
• Web chat accessibility testing: We have a User Research team dedicated to ensuring a user centric design. This team maintain user groups of all end users (patients and clinicians), assistive users are a core component of these groups. Our User Research team regularly host interviews, focus groups and interviews with these groups to understand how our existing functionality and new feature and function (i) meets the needs of the end users, and; (ii) where adaptation is required. Customer side, we work actively to ensure that the platform is intuitive for users to ensure that the seamless interaction with customer side systems aligns to existing experiences.
• Onsite support: No
• Support levels: Support hours 08:00 – 18:00 Monday – Friday. Response times are determined by priority. In addition to email, we provide live chat support via our website and telephone support. Priority 1: Within 1 hour Priority 2: Within 2 hours Priority 3: Same day Priority 4: Same day - acknowledgement and triaged.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Users sign-up and onboarding is a self-service model. The platform has been designed to be simple to use. ; If required, training session can be provided by our first line support team.; ; We provide on demand video and documentation to support user adoption.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The only data stored within the platform are the specific template created. At the end of the consultation, data that has not been saved into the practice EPR is purged.; If the practice wishes to retain a copy of their templates, a request can be made to our first line support team.
• End-of-contract process: Customer are required to provide a 90 day notice period. Upon request, the agreement will not auto renew. Customer will internally agree step down pathways and business continuity approach. We will support this process for smooth transition. We share best practice with users to support a smooth transition/termination.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: EConsult is accessible via a web browser. The web version is compatible with internet browsers that carry 99% of all internet traffic (inc mobile browsers), and is written as a responsive web platform to ensure optimum display across screen sizes and devices/mobile.
• Service interface: No
• User support accessibility: WCAG 2.2 A
• API: No
• Customisation available: Yes
• Description of customisation: The platform can be customised by users:; - Template creation; - Documentation creation; - Subscription model

Scaling

• Independence of resources: All processing occurs on our multi-tier, AWS London infrastructure, which is configured for elastic scaling in order to handle peaks and troughs in usage

Analytics

• Service usage metrics: Yes
• Metrics types: We provide the following data:; - The number of consultations undertaken; - The number of HiScribe minutes used; -
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: If a customer, user or patient requests a documented data extract, we provide a structured CSV file detail all data that we hold about them. Requests can be made directly to our first line support team who operate on a 24 hour SLA if requests are received between 9am - 5pm, Monday to Friday.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: N/A - users cannot upload their data into the service

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Guaranteed availability of 99.9% - this excludes planned downtime for regular product releases and spot fixes. This is communicated to customers well in advance. All product releases are undertaken at the quietest period of usage and typically are completed as "blue/green" deployments (i.e. no downtime). No refund or credit scheme is currently in place.
• Approach to resilience: Housed in UK-based, multi-region, Tier 3 Data Centres for high availability and resilience. Our range of products are utilised by more than 1500 unique organisations UK wide, and uptime has been stable at 99.9% for last 24 months. Our products are housed on a multi-region cloud, using elastic scaling to handle the peaks and troughs in usage.
• Outage reporting: We run a multi channel approach to maximise the opportunity of users to review and understand any communication shared on outages. This includes: - Emails to affected users. - A "status page" on our corporate website - Use of Social media (Facebook and Twitter) - Messaging shared within our WhatsApp user group - Patient messaging via our patients facing, cloud based interface - If appropriate, phone calls to users (dependant upon scale) In addition, we undertake full business investigation of any outages to fully understand what occurred and what learnings we can take from it. An abstract of this review and any changes being undertaken are shared with users within our monthly newsletters.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: All access is via a VPN, using MFA and SSH keys
• Access restriction testing frequency: At least once a year
• 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 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: We have a broad range of policies to support our ISO27001 certification. We use a Jira add in to ensure that all polices are read and confirmed by staff. Monthly internal audits are performed to validate clauses of the standard. The Information Security and Risk manager reports to the Global Director, People & Compliance, Regulatory, who sits on the Exec board. As a continous improvement environment, we have a CAPA (Corrective Actions/Preventative Actions) process in place, which we record non-conformace and general security improvements. Security incidents are reported via Jira Service Desk on a dedicated request offering.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have formal change management processes in place with AWS, recording all changes to production as part of our ISO27001 ISMS
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use Codacy and Snyk for code quality and library vulnerabiities. We perform quarterly Vulnerability scans and yearly Penetration testing (or on major release) We are signed up to the NCSC Weekly Threat Report and also get threat reports from NHS England and our security partner Critical risk vulnerabilities – 2 Business days High risk vulnerabilities – 5 Business days Medium risk vulnerabilities – 15 Business days Low risk vulnerabilities – 30 Business days
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use Datadog for all security alerting. Datadog monitors events such as component issues, to service issues to security issues, for example, a server fails to start as a component issue, failure to connect to NHS Login service as a service issue and excessive connection attempts by one address made in quick succession. All of these alerts are available in the console and via Google Chat alerts
• Incident management type: Supplier-defined controls
• Incident management approach: An Incident Management policy is in place. Incidents are investigated and resolved. This could lead to a change request. Service impacting issues are reported on our status page. https://status.econsult.net Major incidents are reported to the NHS England helpdesk and a full incident report is generated. Clinical incidents are reported via the website and our Clinical Governance team investigate each one thoroughly. Responding back promptly and offering a full explanation of our findings at the end of the investigation.
• 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: Health and Social Care Network (HSCN)

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: 22%
• Between £500,001 and £1,000,000: 30%
• Between £1,000,001 and £2,500,000: 35%
• Between £2,500,001 and £5,000,000: 40%
• Over £5,000,001: 50%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: BSI
• ISO/IEC 27001 accreditation date: Tuesday 25 November 2025
• What the ISO/IEC 27001 doesn’t cover: There are no exclusions in the scope of our ISMS
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 2e2556b3-acae-458a-9939-fdc4d4d75ea1
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: C46e503c-54ca-43aa-af71-3563f61f6a28
• Other security certifications: No

Social value

• 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

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 commercial@econsult.health. Tell them what format you need. It will help if you say what assistive technology you use.