Enlivio Health

EMIS - Document AI

EMIS‑X Document AI is an AI‑powered add-on to EMIS Web and EMIS‑X Document Management that helps primary care teams process clinical documents faster, more accurately,and with significantly less administrative burden.Document AI surfaces key information and generates accurate AI suggestions to reduce the time staff spend reviewing and actioning inbound documents.

Features

• AI‑powered document understanding
• Accurate code and metadata suggestions
• Automated routine clinical actions
• Seamless integration with EMIS‑X workflows

Benefits

• Save time with faster, AI‑supported clinical document review
• Improve data accuracy through high‑quality coding and metadata suggestions
• Make quicker decisions with concise, actionable document summaries
• Reduce admin burden by automating routine actions for user approval
• Enhance clinical safety by ensuring key information is surfaced reliably
• Increased user satisfaction with simpler, faster 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 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

904566150413866

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: N/a
• System requirements:
  • EMIS Web
  • Windows
  • Anti-Virus Software

User support

• Email or online ticketing support: Yes
• Support response times: 9am-5pm Monday-Friday
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• 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
• Web chat support accessibility standard: WCAG 2.2 A
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Support cases are prioritised as severity 1 to severity 5 (provided to the Customer) Support documentation is available on our support system, EMISNow, and is available to the Customer or third parties authorised by the Customer.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: • User documentation on EMIS Now.; • Tech check-in call for new customers.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: N/A
• End-of-contract process: If the contract is terminated by the customer, Customer and User accounts are deactivated. If no action is taken, contract is 12 month rolling.
• Documentation accessibility standard: WCAG 2.2 A

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: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: EMIS are well placed to provide ongoing support to the large number of existing customers across our entire product portfolio. We have the ability to upscale our offering to meet demands that potentially could occur within our existing support structure. Therefore we are confident that our operations are not affected by the demand other users are placing on our services.

Analytics

• Service usage metrics: Yes
• Metrics types: Query usage report can be provided per customer.
• Reporting types: 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 CREST-approved service provider
• Protecting data at rest: Physical access control, complying with another standard
• 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: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Via any method supported by their own data environment or tools.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network: Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: The critical Service Level Agreement (SLA) for availability (to the customer) will be 95%.
• Approach to resilience: The data centres have multiple power feeds allowing maintenance without service disruption; backed up by on-site UPS systems. There are multiple diverse communication links into each data centre. All cooling is N+1. Data centres are linked with multiple diverse cross site links. All cabling is managed and labelled. All devices are labelled and managed in an ISO 20000 configuration management database with full strict change control. All devices have redundant paths and components, virtualisation is widely used allowing local HA and resilience to be included in any service. Data can be synchronously replicated between systems for DR and minimal disruption in the event of a failure. The up time of the system is provided by a combination of an active/active load balanced Supplier Solution tier that runs across both of our data centres and the use of SQL 2012 Enterprise 'always on' availability groups using synchronous replication. The system is also 'self-healing'. Where a page corruption is detected post commit, the SQL servers in the group are interrogated for the non-corrupted page and are restored over the damaged page. N3 Connectivity is provisioned utilising one pair of resilient circuits configured in an active/passive arrangement at each of our data centres.
• Outage reporting: Email alerts will be sent out for any downtime or outages.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: Multi-factor Authentication (MFA), Role Based Access Control, Data Sharing Agreements (controlled by Data Controller).
• 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: No audit information available
• Access to supplier activity audit information: No audit information available
• 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: Optum have a high level Security and IG policy statement, in which we identify our system objectives. Our system requires policy statements for the controls identified documented in the Statement of Applicability; these include Password Protection, Encryption, Backup and Access Control polices. Our management system is audited and certified through BSI, who are a UKAS accredited certification body. Optum follows robust information security policies and processes aligned with international standards such as ISO 27001, NHS Data Security and Protection Toolkit, and Cyber Essentials Plus. Our Information Security Policy covers data protection, access control, incident management, and risk assessment. Oversight is provided by a dedicated Security team led by the Chief Information Security Officer (CISO), with local security leads reporting into this structure. Compliance is ensured through regular audits, mandatory staff training, and automated controls. Any incidents or breaches are reported and investigated via a formal process. Policies are reviewed annually and updated as needed to reflect regulatory changes and best practice. This approach ensures consistent protection of client and patient data across all Optum operations.
• 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: The company subscribes to a fully documented change management process. The Change Process Acceptance form incorporates all stated requirements, including (but not exclusively): Communication Plan including timelines and key contacts to be utilised during the process : Identification of files to be backed up prior to change process, a step-by-step testing plan, pre and post, including details of the environments to be utilised. In accordance with standard process and in line with the Trust's requirements, any changes need to be authorised and documented by both Trust and EMIS Health primary stakeholders to proceed in the Test and Live environments independently.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Optum have a vulnerability management programme, including a policy and supporting processes. Regular vulnerability scanning is conducted in internal and continuously on external IP's. Threat intelligence feeds are integrated into the processes including NHS Cyber alerts & CVE databases for emerging threats. Critical operating patches are applied within 14 days.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Compliance with an accreditation to ISO 27001 audited twice yearly by BSI.
• 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: Processes comply with ISO 20000 and follow ITIL v3 framework.
• 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: 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: 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.