ACCESS UK LTD

Access Elemental Patient Engagement Portal

The Access Elemental Patient Engagement Platform integrates with Rio EPR to provide patients with secure digital access to healthcare information. Patients can self-manage appointments, complete clinical assessments remotely, view correspondence, and engage with their care pathway whilst maintaining full synchronisation with their Rio clinical records.

Features

• Patient appointment booking, cancellation and rescheduling self-service capabilities
• Automated appointment reminders via configurable notification channels
• Remote completion of clinical assessment forms before appointments
• Secure access to appointment letters and clinical correspondence
• Hierarchical configuration structure for healthcare professional-specific settings
• Integration with Rio EPR via comprehensive API architecture
• Configurable cancellation and reschedule limits with exceeded messages
• Mobile application support for assessment form completion
• Patient feedback form collection after appointment attendance
• Medical history access through Rio RiverView integration

Benefits

• Reduces administrative workload through patient appointment self-management
• Improves attendance rates with timely automated appointment reminders
• Clinical information gathered before appointments improves consultation efficiency
• Patients access important correspondence without contacting service
• Tailored reminder messages suit different teams and services
• Real-time synchronisation ensures records remain accurate and current
• Prevents excessive cancellations through configurable limit enforcement
• Patients complete forms conveniently on mobile devices
• Service quality improvements informed by patient feedback data
• Clinicians access relevant patient history during consultations

• Free trial available

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 buyer.enablement@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

506287013254399

Contact

Stacey Graham
0845 345 3300
buyer.enablement@theaccessgroup.com

About the service

• Service categories:
  • Applications
    • Production and operations
      • Service industry and public sector operations
        • Healthcare
        • Education
        • Social Security Administration
        • Adult Social Care
        • Children's Social Care
        • Other
• 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: RIO (Mental Health EPR)
• Cloud deployment model: Public cloud
• Service constraints: Maintenance windows are minimal with the service so that we use all reasonable efforts to ensure that the SaaS Services are available for 99.70% of each calendar month.; ; Maintenance management: Downtime due to maintenance is very infrequent and is run outside of normal working hours so there is minimum disruption to customers.; ; We shall use commercially reasonable endeavours to make the Software available 24 hours a day, seven days a week, except for planned maintenance carried out between 7pm and 7am
• System requirements: Requires a modern browser (that is supported by your vendor)

User support

• Email or online ticketing support: Yes
• Support response times: Within 2 hours during normal working hours (9am-5pm Monday - Friday).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: Yes
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Access Elemental test all features with a diverse group of stakeholders and customers
• Onsite support: Yes, at extra cost
• Support levels: We have developed a range of support plans for our customers;; ; Please refer to https://www.theaccessgroup.com/en-au/customer-success-plans/ for further details; ; 1 ) Our online Knowledge base and Community service plans are available to all our clients. We have made significant investment in our client support tools.; 2) Our Customer Success portal provides around the clock access to log incidents, browse articles and videos to find solutions.; 3) Our Support teams are available Monday -Friday 9am-5pm (or 8am-6pm on Standard/Premium) On these plans P1 cases are responded to in 1 hour.; 4) Dedicated Account Manager assigned to each customer
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a blended learning environment which is delivered through a combination of;; ; - Online training webinars; - Facilitated E-learning training; - Online support via our integrated customer support portal; - Email support; - Telephone support.; ; The Access Elemental onboarding team will lead the implementation process for our customers. There are 5 x key milestones involved in the onboarding process to get the customer to the point of Go Live.; ; To underpin and support these milestones, there is a fully robust tried and tested project management process in place. This includes, regular meetings to feedback project progress, status and risks.; ; Milestone 1 - User Requirements; Milestone 2 – Go Live Date Agreed; Milestone 3 – Training; Milestone 4 – Platform Configuration & GO LIVE; Milestone 5 - Ongoing Project Support; ; All Elemental users have 24/7 access to our Online Learning Academy which comprises e-learning modules, quizzes, resources, videos and cheat sheets.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: At the end of a contract period the Customer/Data controller will email us and their data will be exported and sent to them in an encrypted CSV file.
• End-of-contract process: At the end of the contract process, all data will be provided to the client in the form of an encrypted CSV file. This is included in the cost of the annual software license fee.; ; Any requests to transfer the data in a different format will be considered but there may be an additional cost associated with this.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The platform layout is responsive and will adapt to display on a range of mobile and desktop screens.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Access Elemental API enables information to be shared with other platforms, e.g., a local DoS, patient-facing application, GP Clinical Systems
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation is done within the admin management area of the platform for that particular licensee; ; Only those nominated as super users for that particular licensee can customise for the licensee

Scaling

• Independence of resources: Proactive monitoring of the platform is provided using Rollbar. Where a server or other component is deemed to be nearing the threshold requiring additional resource the issue is rectified.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide services metrics for our customers through a number of ways;; ; 1) Via real time dashboards and reports within the Core Reports section of the Case Management System as standard for all customers; 2) Via an API (upon request) to for example in house IT/Analytics team to their assigned Commissioning Support Unit/BI Dashboards; 3) Bespoke data export report (upon request)
• Reporting types:
  • API access
  • Real-time dashboards
  • 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: 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: Yes
• Datacentre security standards: Managed by a third party
• 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
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: There are several ways in which a user can export their data;; ; 1) Via the data export tool - This enables users to get a full data export of all their data associated to the licensee in CSV format. To note: This facility will only be available for nominated users that has been signed off on by the customers; ; 2) Via exporting to within reports. Within the Elemental Core platform users have access to a suite of Core reports. A feature of these reports is the ability to export to export selected reporting data a CSV or excel
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Excel
  • JSON

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: In addition, all sensitive data transmitted within the Server’s VPC (Virtual Private Cloud) network is also encrypted. This is achieved by utilising field level encryption in any sensitive fields within the database.
• Data protection within supplier network: Other
• Other protection within supplier network: All platform data is secured on AWS (London, UK). Access to server instances is via secure ssh sessions. All confidential data is encrypted.

Availability and resilience

• Guaranteed availability: Availability will be 99.7% within hours of operation as per our standard SLA.
• Approach to resilience: Available on request.
• Outage reporting: Access Elemental utilises industry standard monitoring solutions which immediately alert our teams to a service outage. Contact with customers is made via telephone and/or email to inform them.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: We operate role profile based Access Control - based on least privilege access. This applies to all our services.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: All controls included within Annex A of the ISO27001:2013 standard. Statement Of Applicability (SOA) available on request.

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: All controls included within Annex A of the ISO27001:2013 standard. Statement Of Applicability (SOA) available on request.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: All processes and data are securely stored on AWS instances, and all confidential data is encrypted.; User access is over HTTP and is Username/Password protected. Multiple failed login attempts will lock users out of the system temporally to disrupt brute force attacks.; ; Multi-Factor Authentication has recently been released to existing and new customers.; ; Server logs are monitored and alarms set to flag suspicious activity.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: System logs, system load and response times are monitored for suspicious activity. Users can also contact us if they suspect something. If a compromise is suspected all senior staff are notified immediately. Senior engineers analyse the system.; ; Depending on the nature of the threat, we can blacklist the connection performing the attack temporarily close all incoming connections to protect the data.; ; All relevant parties are notified and report given as to what happened, and if any data was compromised. Our infrastructure response is within 2 hour in the SLA period 9am-5pm Monday–Friday.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: We operate a robust incident management process in line with ISO27001:2013 Staff are encouraged to report all incidents using a pre-defined process using a form available on our Company Collaborate site Incident reports will be provided following forensics and closure.

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: Yes
• Description of free trial: A free trail can be offered if required. More detail and information available upon request.

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

• Less than £250,000: 5%
• Between £250,000 and £500,000: 6%
• Between £500,001 and £1,000,000: 12%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 18%
• Over £5,000,001: 25%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Saturday 4 January 2014
• What the ISO/IEC 27001 doesn’t cover: Nothing is excluded from the standard certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Friday 1 September 2023
• What the ISO 9001 doesn’t cover: The scope covers the design, integration, maintenance and hosting of managed information systems and software applications, consultancy, user training and support for the Health, Education, Social Care and Local authorities. Excluding all other products that fall outside of this scope.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 88f162a5-ea3c-4f9a-83d5-42769c7d8459
• 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:
  • ISO 42001
  • ISO 27701

Social value

• 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

  • 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
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • 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 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

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 buyer.enablement@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.