CareMonitor

CareMonitor - Digital Healthcare Software

CareMonitor is an enterprise grade, comprehensive, scalable and secure end-to-end cloud based, shared care and population health management software solution with real time remote monitoring and telehealth capability linking healthcare providers with patients.

Features

• Enables healthcare teams to seamlessly collaborate.
• Allows clinicians to proactively manage care.
• Drives preventative action.
• Seamless integration with clinical management systems (eg: EPRs)
• Efficient co-ordination of clinical pathways.
• Provides care planning and patient engagement.
• Facilitates care co-ordination across different care settings.
• Proactively monitor patients remotely and deliver seamless, personalised care.
• Happier, healthier patients, improved outcomes via Hospital in the Home.
• Real Time Remote Patient Monitoring.

Benefits

• Connect with patients through their preferred channels (eg: SMS, video)
• Delivers telehealth and virtual care direct to the patients home.
• Improves efficiency of clinical workflow using built-in health pathways templates
• Access real-time insights to monitor patient outcomes.
• Digitally Enables Multidisciplinary Team (MDT) Care.
• Enhances outcomes: CareMonitor’s Virtual Care and Remote Patient Monitoring.
• Maximise hospital efficiency, manage capacity with Hospital in the Home
• Provides support for 50 disease specific care plans.
• We are device agnostic and will integrate with any device.
• Empowers patients in the management of their health.

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 deepak.biswal@caremonitor.com.au. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

680775927785246

Contact

Deepak Biswal
+61404248527
deepak.biswal@caremonitor.com.au

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: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no service constraints that we are aware of.
• System requirements:
  • An Internet connection for communication.
  • A web browser (most supported)
  • A desktop, laptop or smart mobile device.

User support

• Email or online ticketing support: Yes
• Support response times: CareMonitor provides support Monday to Friday, 9am to 5pm, excluding Bank and Public Holidays. Support is via telephone and email.; ; Additional support hours can be provided although additional fees may apply.; ; We aim to answer all telephone calls immediately and respond to all emails within 2 hours.
• 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: CareMonitor provides support Monday to Friday, 9am to 5pm, excluding Bank and Public Holidays. Support is via telephone and email.; ; Additional support hours can be provided although additional fees may apply.; ; We aim to answer all telephone calls immediately and respond to all emails within 2 hours.; ; Additionally, all customers will have a dedicated account manager who will meet regularly with them and discuss and review contract performance.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: CareMonitor provides a full range of support to help our customers get started using our solution. This includes (although not limited to) on-site support and training, online support and training, user documentation, online, in application help and support, webinars, API integration and device integration. ; ; We ensure our customers get started and start to gain value from CareMonitor as soon as possible.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: At contract end, we will support all customers to extract their data from CareMonitor and transfer it to a 3rd party system, if this is required. ; ; We will ensure that the continuity of care for patients and the continuation of efficient operations for clinicians and healthcare providers is not disrupted.
• End-of-contract process: At contract end, we will support all customers to extract their data from CareMonitor and transfer it to a 3rd party system, if this is required. ; ; We will ensure that the continuity of care for patients and the continuation of efficient operations for clinicians and healthcare providers is not disrupted.; ; At the agreed end of the service, then the CareMonitor service would be withdrawn, once the customers new system is all up and running.
• Documentation accessibility standard: WCAG 2.2 AA

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: Our CareMonitor mobile version works in the same way as our desktop/laptop version, with full functionality.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Our vision is a seamless flow of information between healthcare; providers at each step of the process– from initial consultation to; diagnosis and medication, and ongoing care support.; ; Our range of interoperable protocols including HL7, FHIR, REST,; SOAP and more support seamless integration between electronic; patient records (EPRs), patient administration systems (PAS) and; other third-party source systems.
• API documentation: Yes
• API documentation formats:
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: CareMonitor is entirely configurable to the customers needs. We will support them to onboard but customers can then customise the solution as their needs evolve and change. This is all done via our management tools for the platform.

Scaling

• Independence of resources: Our cloud based CareMonitor software auto scales.; ; The cloud technologies used allows our application to add resources such as additional memory, CPUs to handle large amount of users and high usage demand.; ; The cloud software uses regions to also manage high usage demand, meaning high usage demands in one region will not affect any other regions.; ; In each region multiple copies of the application can be created as user demand increases meaning users can be provisioned and more resources can be dedicated to handle more users.

Analytics

• Service usage metrics: Yes
• Metrics types: A full range of service usage metrics is available, monitoring all sorts of things (eg: usage, patient usage, devices connected, messages sent and received, video calls made, etc). All this information is readily available to users via real time dashboards. We also provide full system audit data.
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• 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
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: All data can be exported via .csv or APIs (if in place).
• Data export formats:
  • CSV
  • Other
• Other data export formats: APIs
• Data import formats:
  • CSV
  • Other
• Other data import formats: APIs

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: We aim to have our platform available 100% of the time, 24/7. ; ; On the very rare occasion we need to take the system offline for any planned maintenance this will be done in full discussion and agreement with the customer, for the least disruptive time.
• Approach to resilience: Our datacentre provider provides various approaches to ensure high availability and resilience of our service. ; ; Approaches include: Automated database replication and self-healing clusters ensures resilience by making identical copies of the primary data storage as secondary storage and self healing helps if the primary database fails then one of multiple secondary databases can be switch to. This ensures little to no downtime.; ; Multi region clusters helps reduce the impact of all users being effected by cloud downtime. If one region goes fails the other regions remain operational for users to uses. If a cloud provider fails for whatever reason our datacentre can switch between multiple cloud providers to ensure high availability and resilience. The datacentres monitoring tools can be used to predict potential future failures and prevent before occurrence.
• Outage reporting: In the unlikely event of an outage to our platform, we communicate the outage to our customers via phone and email, and to all users via a message at the login screen (if possible, depending on the nature of the outage).

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted vi tight controls and approvals as to who has access, plus MFA and userid and password access.
• 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: No
• Security governance approach: We take security governance very seriously. ; ; We have a full range of governance, security and wider information security policies in place. ; ; Any security event that do occur has the immediate attention of the CEO and CTO.; ; We adopt 3 main strategies; ; Prevent before breach: Building secure guard rails and automatically enforcing stringent policy; ; Detect as early as possible: Continuous discovery of new workloads and resources across the cloud environment; ; Remediate at speed and scale: A defined remediation workflow to ensure timely response and action against a security violation
• Information security policies and processes: We have a full range of information security policies and processes in place.; ; Our solution will allow, and in fact require, certain information to be collected about its users. ; ; All our processes are in compliance with applicable national and European law such as the GDPR, the Data Protection Act and NHS compliance for data handling.
• 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: Our product team track all internal and external changes requests through our project management tools (e.g. bug tracker, task management). ; ; Any changes made to the software application by the development team are tracked and uploaded to our version control tool. Official software releases to customers are accompanied by release notes and build information.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our vulnerability management process includes the following components:; ; 1) vulnerability scan every year, 2) define remediating action, 3) implement remediating actions, 5) rescan to gauge impact of remediation plan.; ; Once we have identified vulnerabilities, we deploy patches as soon as possible to our services. Whilst this can vary depending on the complexity of the patch, we aim for within a few weeks.; ; We get information about potential threats from vulnerability scans through our cloud provider.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We use our cloud data centre providers security monitoring tools. If a compromise is identified, immediate action is taken such as deletion of compromised access keys to stop access. Resources are removed that are compromised or created as a result of the compromise. After compromise is removed regular audits are completed for a short time to reduce the risk of missed compromises.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: User contact the Service desk to log a call and is provided with a reference number and applied a priority.; ; A member of the Service Desk will perform first line troubleshooting and diagnostics, if the first line troubleshooting and diagnostics resolves the issue then it is agreed with the user to close the issue.; ; If first-line action can't revolve the issue, then the issue is communicated to the relevant team(s) for detailed investigation to resolve the issue. Once resolved, in agreement with the user the issue is closed. However, if the issue cannot be resolved the escalation process begin.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

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: 2.5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7.5%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Global Compliance Certification Pty Ltd
• ISO/IEC 27001 accreditation date: Monday 15 May 2023
• What the ISO/IEC 27001 doesn’t cover: Our certification covers the following areas: "SaaS shared care, real-time remote monitoring and population health management platform with telehealth capability"
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• 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

    • 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
    • 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

  • 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

  • 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

  • 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 deepak.biswal@caremonitor.com.au. Tell them what format you need. It will help if you say what assistive technology you use.