Enlivio Health

ScriptSwitch

The ScriptSwitch Prescribing Clinical Decision Support System supports quality care and cost-effective prescribing by empowering Medicines Optimisation teams and prescribers. It displays a prescribing recommendation with quality, clinical and cost-saving opportunities, accepted with a single click; or a clinical safety alert with a call to action.

Features

• Prescribing recommendations offering quality, clinical and cost-saving opportunities
• Safety Alert messages to prevent Adverse Drug Reactions
• Centrally updated, pre-authored switch and safety message content
• Flexibility to author, localise and deploy content to prescriber group/groups
• ScriptSwitch Prescribing Analytics platform
• Optional and on-demand Profile Support Service to free-up your team
• Patient record integration - SNOMED, lab data, history, dm+d codes
• Alert fatigue reduction - single-click acceptance, simple user interface
• Dose optimisation - manage patient dose information
• Quantity limit - manage prescribing volume

Benefits

• Improve prescribing safety and quality through evidence-based recommendations
• Reduce prescribing spend through cost-effective prescription alternatives
• Drive adherence to local formulary
• View Return on Investment (ROI) at ICB and practice level
• Access the latest drug updates and clinical evidence
• Empower prescribers
• Prevent unplanned admissions
• Control to localise pre-authored, national recommendations with low workload
• Rapidly deploy recommendations to prescribers within 1 hour
• Create person-centred recommendations

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

Framework

G-Cloud 15

Service ID

867105643920930

Contact

Bid Team
0113 380 3000
info@emishealth.com

About the service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Windows 10
  • .NET 4.8
  • Modern browser e.g. Microsoft Edge, Google Chrome

User support

• Email or online ticketing support: Yes
• Support response times: Our response times are based on priority of issue and response times are in our SLAs. Response time range from 1 hour up to 8 hours based on severity.
• 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: The service desk is accessible via email or phone. Support levels are covered within the contract overall cost.; Our target is to answer all telephone calls within 45 seconds and our email support is designed so customers receive an automated response to recognise that their mail has been received by the service, prior to the initial agent contact. ; We offer support across all our products based on 4 priority levels. ; P1. Response 1hr, resolution target 8hrs - for major disruption impacting many customers, hosted system outage or more than one element of the service, all clinical risk related issues. ; P2. Response 2 hrs, resolution target 2 working days - for major disruption impacting one element of the service. ; P3. Response 4 hrs, resolution target 5 days - for general support issues where impact is minimal. All service requests sit under this category. ; P4. Response 8 hrs, resolution target agreed with customers for non urgent issues with little business impact. Users are provided with a unique reference number and our objective is to resolve on first point of contact if possible. Our targets are to achieve 95% on response and 85% on resolution.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Optum offer a full onboarding service, which includes engagement and learning sessions for users to help with building the recommendation profile and the use of the desktop application.; ; All learning documentation is hosted on the ScriptSwitch Prescribing portal and is supplemented by support from your assigned Pharmacist Account Manager with locally provided sessions. Learning materials include:; - eLearning; - User guides; - FAQ documents; - Online training sessions and recordings
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Videos
• End-of-contract data extraction: Users can extract any data generated by the application through the standard export/download options available within the application. At the end of the contract users will have a grace period to extract any data before their access is disabled.
• End-of-contract process: As part of the end of contract process we would provide access for an agreed grace period to allow users to export any data they may want to have access to going forwards. Removal of software on the GP practice machines is not included as part of the off-loading process. Instructions are provided to users on uninstalling PC based elements.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Accessible through:; - eLearning; - User guides; - FAQ documents; - Online training sessions and recordings

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Other
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Customers' medicines optimisation users can customise the recommendation profile that is delivered to their clinical users in the practices via our content management module.; ; They also have the ability to determine which features within the software are activated for the GP practices, ie. Patient integration, with holding and Safety Alerts, Safety interventions and targeted content.

Scaling

• Independence of resources: We guarantee at least 98% service availability

Analytics

• Service usage metrics: Yes
• Metrics types: We provide detailed usage metrics in ScriptSwitch Analytics. This includes cost savings, return on investment, engagement with the recommendation profile and frequency of message intervention.; ; Details of service availability, number of tickets raised, incident response and resolution KPIs.
• Reporting types:
  • 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: Other security clearance
• 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 CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users do not export data. The software creates its own transactional reporting data which is accessible in ScriptSwitch Analytics which can be viewed or downloaded.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • PDF
• Data import formats: Other
• Other data import formats: No data import options are available or required

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 guarantee at least 98% service availability
• Approach to resilience: We design our systems with high availability and resilience in mind. Our solutions are designed to meet the contractual service levels and availability required.
• Outage reporting: Service outages will be notified to all client project leads. Notification will be provided on the ScriptSwitch portal.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: 2FA is in place for all users.; ; No users use local accounts – an administrative level account is retained for desktop support and infrastructure use. No guest accounts are present. Other policies enforce difficult to guess passwords.; ; All default accounts are deleted, disabled, or renamed. In cases where the default accounts may not be deleted, disabled, or renamed; default passwords must be changed prior to being connected to a Optum owned network.; ; Strong passwords are enforced company wide. For access to production ie. customer based systems, the use of authenticator applications is required to gain access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: 2FA is in place for all users.; ; No users use local accounts – an administrative level account is retained for desktop support and infrastructure use. No guest accounts are present. Other policies enforce difficult to guess passwords.; ; All default accounts are deleted, disabled, or renamed. In cases where the default accounts may not be deleted, disabled, or renamed; default passwords must be changed prior to being connected to a Optum owned network.; ; Strong passwords are enforced company wide. For access to production ie. customer based systems, the use of authenticator applications is required to gain access.

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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
  • Other
• Other security governance standards: Cyber Essentials, Cyber Essentials Plus, Data Security Protection Toolkit
• Information security policies and processes: Annual mandatory training required of staff with reports to their direct line managers, Staff are required to take the privacy, security and GDPR training each year.; We follow numerous policies evidenced within our eGRC system and intrinsic to our re-certification of ISO 27001 and Cyber Essentials and Cyber Essentials Plus.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ITIL Service Transition which includes configuration, service asset and change management process.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Vulnerability managed by our infrastructure and Enterprise Information Security teams (EIS) Systems in place. Vulnerability managed by UHG group EIS (Enterprise Vulnerability Risk). Patched as required and directed by EIS and UK patch processes in line with UK Government and Care Certificate requirements. Required as part of our Cyber Essentials accreditation.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Data Loss Prevention through Symantec End Point. Application log management and monitoring in place. Network monitoring and logging in place. Firewalls.; ; All Data Centre access is pre-arranged and logged via Sungard. The data centre perimeter is protected by IDS (Intrusion Detection Service). User access utilises RBAC and logged accordingly. Logging and monitoring exists, with alerting for unusual patterns of behaviour. End Point protection is also in place on all servers; together with Malware protection on the perimeter. We have the ability to create war rooms where necessary and bring in relevant staff as required.
• Incident management type: Supplier-defined controls
• Incident management approach: Optum comply with ISO/IEC 27001.; ; We have an ITIL Incident Management process which includes service reviews with Service Management.; ; We follow Optum's Globe Incident Management process controlled and managed from IT Service Management based in the UK.; ; Users can report incidents to the customer services team by email or phone and will be assigned a unique ticket reference number
• 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: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Free trial option is run in partnership with Optum and the contracting authority and is based on a mutually agreed scope, population and duration.

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

• Less than £250,000: 1%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 4%
• Between £2,500,001 and £5,000,000: 7.5%
• Over £5,000,001: 10%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: BSI
• ISO/IEC 27001 accreditation date: Wednesday 10 September 2025
• What the ISO/IEC 27001 doesn’t cover: Our Information Security Management System complies with the requirements of ISO/IEC 27001:2022 for the following scope:; The Information Security Management in relation to the provision and subsequent support in information and management systems to healthcare and non healthcare professionals. Information Security Management within the supply and deployment of ICT infrastructure and support services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Friday 16 February 2024
• What the ISO 9001 doesn’t cover: Our Quality Management System complies with the requirements of ISO 9001:2015 for the following scope:; The design, planning, development and support if information technology software and services to the healthcare market and other public and private sector organisations.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 674cd1a3-3629-469c-b25f-d94897cd8771
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: Dc0f68d0-958d-42f3-8116-ad8ddc3fbe51
• Other security certifications: No

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

  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • 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
  • 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
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  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

  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Plans for positive actions with community groups.
  • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• 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
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
  • Content of the outreach activity is designed to suit the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• 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 info@emishealth.com. Tell them what format you need. It will help if you say what assistive technology you use.