IPLATO HEALTHCARE LIMITED

iPlato FFT (Friends and Family)

iPLATO's Friends & Family Test (FFT) automates patient feedback collection in the format of the NHS FFT survey. Patients can anonymously share their experiences via SMS, web, myGP app, NHS App, or paper form. At month-end, NHS compliant reports are generated offering insights for service enhancements.

Features

• Fully managed service, no staff or training burden
• Automated reports that are CQRS approved and meet NHS requirements
• Customisable questions and invitation message templates
• Opportunity for patients to provide fully anonymous feedback
• Polling via SMS, website, myGP app, NHS App, ballot box
• Complies with NHS requirements
• Cloud based solution – no complicated installation
• No advertising and no publication of your data
• Monthly reports include demographic analysis and Gen-AI executive summary
• Data Security & Protection (GDPR) and Cyber Essentials Plus compliant

Benefits

• CQRS approved with reports in line with NHS England requirements
• Confidential, no sharing of patient replies and response data
• Fully managed and outsourced service, no practice involvement
• High response rates, greater patient involvement thanks to customisable messages
• Uses the most effective electronic tools to optimise costs
• Safe, secure, and anonymous processes, all in line with GDPR
• Greater patient participation, thanks to adopting a multi-channel engagement approach
• Easy, cloud-hosted with no staff training required
• Valuable, no setup costs, additional SMS bills, or capital investment
• Interconnects with other iPlato products for a seamless 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 sales@iplato.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

430521576740140

Contact

Commercial Team
020 3743 0060
sales@iplato.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Adult Social Care
  • Children's Social Care
• 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 internet browser

User support

• Email or online ticketing support: Yes
• Support response times: On average resolution is under 10 mins. We respond to; questions within agreed SLA
• 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: No
• Support levels: Support hours 08:00 – 18:00 Monday – Friday Response times; are determined by priority. Support levels detailed below are; included within pricing and we provide first line support with; escalation to second line support if/when required. Priority 1:; Within 1 hour Priority 2: Within 2 hours Priority 3: Same day; Priority 4: Same day - acknowledgement and triaged. Out of; hours support: Out of hours 18:00 – 08:00 Monday – Friday.; Priority 1 Within 12 hours Priority 2 Within 12 hours Priority 3; Next working day Priority 4 Next working day
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We run a 1-2 week training programme - this includes: -; Technical setup - 1-2-1 and group training webinars. - On-demand; support documentation and videos
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: If required, this can be requested from our first line support; team
• End-of-contract process: User data is deleted, no data record left behind, included in; contract
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: User may configure their own questions sets and users flows.

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: On-line dashboard and reports
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• 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
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• 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: CSV

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 2000 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: Username or password
• Access restrictions in management interfaces and support channels: Email address and password. Data is only accessible over HSCN network.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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 Chief operating; Officer, 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: People Ensuring staff receive training on cyber security and; risks. We pay attention to: Social Engineering/Phishing, Secure; Passwords, Safe internet usage and removable media.; Testing/Monitoring Carry out annual Penetration testing of the; IT Infrastructure, Software applications and mobiles apps.; Implement monitoring solution to alert for unusual applications,; and attempted access activity along with log monitoring.; Reduce attach surface Remove all unnecessary services and; applications from the environment, removing potential risks; related to unneeded applications. Multi layers approach; Implement Perimeter Firewall, IDS and DLP protection along; with additional Firewall and IPS at internal points in the; infrastructure and application layer.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Ensuring a central Log aggregation solution is in place, acting as; a repository for all Infrastructure and Application logging data.; Setting up Active Monitoring Listeners, allowing active; monitoring within the applications to alert to activity outside of; predefined norms. Implementing Passive monitoring of Critical; points in the application, infrastructure and security services; within organisation. Establishing robust alerting and escalation; mechanism to ensure that activity outside of predefined; thresholds is flagged to responsible managers, Dashboards also; provide visibility of systems. Establishing external monitoring; solution to monitor the internal monitoring solution, enabling; early warning of issues that will prevent adequate internal; monitoring.
• Incident management type: Supplier-defined controls
• Incident management approach: Each incident/prospective incident is logged with our helpdesk,; assigned a Ticket number and a support specialist. Our; specialist is responsible for gathering the scope of the incident; in terms of scale (affecting a single or multiple users).; Communicate to customers/internal stake holders that an; incident has occurred, and if possible, provide workarounds.; Gather relevant people to resolve incident, collaborate on best; course of action to resolve issue. Look at the root cause of the; incident, identify how to prevent the incident from occurring,; capture actions and assign responsibility for measures to; mitigate the risk of a similar incident occurring again.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: 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
• Please provide your Cyber Essentials Certificate Number: 99274e12-505d-422b-9043-09921342cbca
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 0c1628b4-f1d7-4b50-a6fb-c9fdc250945b
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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 sales@iplato.com. Tell them what format you need. It will help if you say what assistive technology you use.