NOURISH CARE SYSTEMS LIMITED

Better Care

A cloud-based digital care management service for health and social care providers. The service supports the planning, recording and coordination of person-centred care.

Suitable for use across health and social care settings, including community and non-acute healthcare.

Features

• Timelines to evidence care outcomes and events in real-time
• Service Management Timeline to evidence operational performance
• Care Planning - contextual care/support plans at point of care
• Clinical, Service and Person Risk Assessments
• Live reporting with customisable reports and pre-defined care management dashboards
• Family Portal to share care schedule with loved ones
• Handovers and Messages between care teams for better communication
• Remote Access and offline modes to always stay feel connected
• Integrations hub for self-managed eco-system
• Real-time warnings, escalation alerts and action management

Benefits

• Accurate and live recording of care delivery
• Save time and give more person-centred care
• Ensure care continuity through data insights
• Better quality of care and time spent
• All information in one place for full-service overview
• Increase your regulator rating
• Never lose access to important records
• Enhanced security with secure roles and permissions
• Improved compliance
• Streamline your workflows

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 compliance@nourishcare.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

539068364999454

Contact

Jess Osmond
02380002288
compliance@nourishcare.com

About your service

• Service categories:

  Application Development and Deployment

  Application platforms

  • Model driven application platforms
• Multi cloud support: Yes

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: Integration Partners Available
• Cloud deployment model: Public cloud
• Service constraints: Nourish averages two monthly deployments, including feature updates, bug fixes, and occasional hot-fixes for critical bugs. Planned maintenance is announced at least 24 hours in advance, typically causing less than 30 minutes of interruption. Point of care delivery remains unaffected with offline mobile app functionality. Longer maintenance tasks occur overnight (11pm-6am) with potential interruptions. Urgent maintenance is announced on the day, potentially causing interruptions and downtime. Unplanned maintenance begins immediately upon identifying a level 1 fault.
• System requirements:
  • Nourish is a Cloud hosted SaaS Platform
  • No on premesis server required
  • Controlled hardware such as handsets, tablets and laptops
  • Internet speed recommended 10Mbps or faster and latencies under 400ms

User support

• Email or online ticketing support: Yes
• Support response times: Support is available 24/7 x 365 via live chat. Live chat support response time SLA is 3 hours, however response times during usual office hours is often much quicker than the SLA maximum.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Managed by a leading third party chat provider - Intercom.
• Onsite support: Yes, at extra cost
• Support levels: Support is available 24/7 x 365 via live chat. Live chat support response time SLA is 3 hours, however response times during usual office hours is often much quicker than the SLA maximum. Operational Support-Responding to emails where live chat is unavailable is 1 business day. No additional cost is required for Support Services. Each customer is allocated a Customer Success Manager, also at no additional cost.
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Our training team are well equipped to provide training both virtually and onsite therefore being able to reach many different users in various locations. To assist with the training of Support workers who are predominantly using the Nourish app on a mobile device, we have a Mobile Onboarding journey that is activated the first two times that a user logs in to Nourish. This takes each user through the app in a step by step fashion to ensure that they are then ready to start entering person centred records. This functionality can also be used to onboard Agency workers who may not have seen Nourish before and are unable to attend a training session. Nourish has a set of "How to" guides, screenshots and videos within the system, these allow users to get instant clarification on a specific aspect of the system if they are unsure of a process after the in-person training has been completed.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Nourish shall provide the Care Provider with full access to Data following termination of the Contract. Nourish will provide a data drop in a mixture of the following formats, CSV, PDF or XLS.
• End-of-contract process: Nourish shall provide the Care Provider with full access to Data following termination of the Contract. Nourish will provide a data drop in a mixture of the following formats, CSV, PDF or XLS. This is at no additional cost.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems: Android
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our mobile application is aimed predominantly at providing access and recording information at the point of care focusing on a carer whereas all management functionality is provided on the web based platform. Keeping it simple and easy to use depending on actions required.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Our API is reserved for internal functionality and third parties.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers are able to use the best practice sector standards and customise where needed to meet their organisation and persons supported requirements.

Scaling

• Independence of resources: Our infrastructure for the main platform is hosted on AWS using auto scalable technology such as Aurora databases, elastic cache and load balanced webservers meaning we are able to almost instantly scale up or down as demand requires. Customers on a muli tenant solution will be affected by the overall usage on the tenant.

Analytics

• Service usage metrics: Yes
• Metrics types: Certain metrics are available either through our analytics and insights packages.
• 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: 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
• 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 importing and exporting

• Data export approach: It is core functionality to enable export of all data via CSV, Excel, PDF or HTML formats. Data can also be exported via PowerBI if desired.
• Data export formats: CSV
• Data import formats: CSV

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: Nourish Platform shall be maintained at a level of 99.72% or better excluding:; ; - periods of Planned Maintenance;; - unavailability caused by the Care Provider’s own infrastructure;; - misuse or the failure of the Care Provider’s internet service provider; or; - SQL queries from the Care Provider’s BI platform overloading the server, where the Care Provider subscribes to Nourish Analytics.
• Approach to resilience: Nourish is hosted using AWS best pracitces this includes scalability and reliability
• Outage reporting: Before any planned maintenance, or during an outage Nourish will display a banner on the Nourish Platform to give end users notice of the event.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Nourish has a role based management solution that enables complete customisation of permissions.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: Nourish is compliant with ISO 27001:2022 which governs all Information Security Policies. We see this as a minimum standard of acceptable Information Security for this level of data processing and management. Nourish also maintains both Cyber essentials plus and PCI-DSS standards across the organisation. Nourish has Senior Management Representation as the ISO27001 sponsor and reports to the board on Information Security on a monthly basis.
• Software Security Code of Practice: Yes

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: We have a change management policy for internal software, agile development includes testing, as part of this we test for vulnerabilities ready for our yearly penetration external testing. We email nominated contacts for larger feature releases, in app updates are also used. As our website is a SaaS based platform we do not give guidance on securely configuring your systems. If you purchase devices from Nourish they come with our MDM to maintain device security. All change management for our cloud based systems are handled within AWS infrastructure.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Nourish will aim to fix any: Critical: As soon as possible - a developer will start working on the fix straight away and any fix will be deployed once tested. High: Within 2 weeks of initial reporting. Medium or below: Assessed and if applicable a fix will be scheduled into next available sprint.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Nourish used AWS guard duty and other protection tools available this enables us to monitor and respond when needed.
• Incident management type: Supplier-defined controls
• Incident management approach: Nourish has an Incident Management Policy and Procedure that will be used in the event of a Security Incident covered by the ISO 27001:2022 scope. Nourish will work directly in this event in line with ICO guidance and work collaboratively to provide detailed analysis and reports.
• Post-quantum cryptography secure: Yes

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: 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: BSI
• ISO/IEC 27001 accreditation date: Friday 19 May 2023
• What the ISO/IEC 27001 doesn’t cover: Full business scope.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self Certified
• PCI DSS accreditation date: Tuesday 6 January 2026
• What the PCI DSS doesn’t cover: NA
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Ae80b25c-e551-4b33-a770-6ed58ba24752
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: B435801a-f320-472a-90c1-0f1fb4356bb5
• Other security certifications: Yes
• Any other security certifications:
  • DSPT
  • SOC 2

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

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 compliance@nourishcare.com. Tell them what format you need. It will help if you say what assistive technology you use.