TEND VR LTD

Tend VR-MBI (Virtual Reality Mindfulness Based Intervention)

Tend VR-MBI (Virtual Reality Mindfulness-Based Intervention) is an effective, affordable and scalable intervention to help service users with depression and anxiety. Tend is an adaptation of Mindfulness Based Cognitive Therapy (MBCT), delivered via VR over an 8 week course, either on-site or remotely, using Tend supplied hardware.

Features

• Accessible: service users book at a time of their choice
• Compatible: Tend hardware/software doesn’t require access to NHS systems
• Secure: service users have unique, anonymised passwords and ID
• Secure: no patient data stored
• Scalable: can be deployed immediately across multiple sites

Benefits

• Effective: average drop of PHQ-9 and GAD-7 of 50%
• Engaging: average 8wk course completion over 80%
• Minimal waiting list: once assessed patients can enrol immediately
• Scalable: Each Tend supplied headset can support 200 patients annually
• Resource saving: clinicians are not required for each VR-MBI session
• No capital outlay: hardware included with SAAS product
• Flexible: patients - contacted remotely for PROMS pre/post-session
• Remote access: can be delivered anywhere with WiFi connectivity
• Secure: No system connectivity required except WiFi
• High Reliability and Validity: Identical digital course for all patients

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 sean@tend-vr.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

990503362784169

Contact

Sean Carroll
07748192945
sean@tend-vr.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: No
• Cloud deployment model: Hybrid cloud
• Service constraints: Tend VR-MBI is delivered via Tend supplied virtual reality (VR) headsets. These are standard VR off-the-shelf VR devices and the cost of these is included in the software license. The log-in for the device is cloud managed and requires connectivity to local WiFi, but the course itself does not require WiFi to complete. ; ; Currently the course is only delivered via Meta Quest 3/s headsets and is not compatible with other VR hardware and there is no version available via desktop.
• System requirements: Wifi connectivity is required, but this can be via dongle

User support

• Email or online ticketing support: Yes
• Support response times: Support hours are 09.00-17.00 Monday to Friday (excluding bank holidays). First line support response within 24hrs response, second line support within 48hrs and third line support within 72 hrs. Additional or dedicated support will be agreed within an SLA.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: All support is free. Support is available 09.00-17.00 Monday - Friday (excluding bank holidays). First line support via email with an Account Manager with 24hrs response with second line support with a Technical Manager within 48hrs and third line support within 72 hrs. Additional or dedicated support will be agreed within an SLA.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Following an initiation call during which we identify the client’s needs, specify all requirements, including clinical safety considerations, and develop a deployment plan, we provide in-person training session for key staff. During this session, each staff member completes our introductory VR-MBI session to gain a clear understanding of how the programme works and what end-users will experience. We also recommend that core delivery staff complete the full VR-MBI course.; ; As part of onboarding, we supply a comprehensive suite of training, guidance and support materials, including:; Guidance and Support on implementing Tend VR-MBI- this document, outlines how to prepare for implementation, how to screen patients (including eligiblity criteria based on Tend’s Clinical Safety Case Report),, how to introduce users to Tend, and other key operational information. The document includes suggested scripts and clinical and theoretical background information.; ; Training videos demonstrating how to set up and use the VR headsets, how the course is structured, the course content and what to expect from the companion mobile app.; ; Written instructions providing clear, step-by-step guidance on how to use and operate the VR headsets.; ; This combination of live training, practical experience, and clear documentation ensures staff can effectively support users from day one.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: At the end of a contract Tend will give 90 days notice to ensure that all patients currently on the Tend VR-MBI course can complete their course and no new patients can be enrolled. 30 days before the end of the contract Tend will contact to confirm patients will complete their course. Any additional sessions required post-contract to complete the course will be charged at £25 a session. Analytics are available to clients and an extract of this data is available is at the end of the contract. We do not store any PII data of any users and there is no data sharing or data transfer between Tend and clients.
• End-of-contract process: All hardware will be recovered at no additional cost to the client.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: All support videos are subtitled

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
  • Other
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Tend VR-MBI has a secure administration webpage where clients can manage user accounts and access analytics.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Tend VR-MBI has been developed with a LEAP (Lived Experience Advisory Panel). Meta Quest 3 accessibility initiatives are guided by WCAG 2.1 AA standards, alongside internal Virtual Reality Check (VRC) guidelines designed to make immersive experiences more inclusive for users with disabilities. The service interface for clients is a simple web interface that is accessible to screen readers and supports screen magnification.
• API: No
• Customisation available: No

Scaling

• Independence of resources: The Tend VR-MBI experience is locally hosted on hardware supplied by Tend. The only shared demand is at the point of log-in, which has successfully been limit tested and rate limited to prevent denial of service due to demand.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide anonymised usage statistics, tracking the MBI course sessions that all of a client's users have completed, as well as user reported mood tracking statistics.; These cover:; Number of users; Completion rate; Session start events; Session pause events; Session resume events; Session quit/exit events; Session completion events; Relaxation session events (start, pause, resume, quit, complete); Users’ self-reported mood (for builds that include the post-session mood-rating screen)
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

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
• 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 CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: Analytic data extracts are available on request.
• Data export formats: Other
• Data import formats: Other
• Other data import formats: N/a

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 respond to enquiries within 24 hours from the moment their request is received. For more urgent enquiries, we aim to respond within 1 hour. This support is available Monday to Friday from 09.00-17.00 (except bank holidays.; ; Tend VR-MBI will be available to end-users at all times except where updates to either the software or hardware are required, with updates conducted during off-peak hours, typically overnight. ; ; In the event of significant outages, to be defined in an SLA, service credits will be given.
• Approach to resilience: Tend uses third party datacentres managed by trusted partners.
• Outage reporting: In the event of service outages Tend will email all clients.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: The client analytics is accessed by username and password, and support channels are via email.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: Policies are communicated as part of staff on-boarding. All incidents are reported by staff to their line-manager and escalated to the Director as necessary. Tend trains staff on-going to ensure policies are adhered to and Tend accredited by Cyber Essentials and all staff equipment is audited as part of this process.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes are tracked through GitHub, a distributed version control system. All changes are thoroughly tested prior to deployment. All of our processes related to configuration, change and development are documented and stored in our risk, safety and change management system that was developed for Class I medical device registration.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Tend systems are checked via penetration testing at least once a year and any vulnerabilities identified are fixed and retested.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Undisclosed and available on request
• Incident management type: Supplier-defined controls
• Incident management approach: We follow a predefined incident management process covering common events such as technical faults, access issues, data concerns and hardware problems. Service users report incidents to NHS partners who log and forward them to our support team for triage. Relevant clinical or safety-related incidents are immediately escalated to our Clinical Safety Officer. Tend VR-MBI is a class 1 medical device. We acknowledge all incidents promptly and provide regular updates until resolution. High-severity incidents are escalated to senior technical staff and NHS leads. Our CSO is NHS trained, HCP registered, our safety systems comply with DCB0129 and processes align to DCB0160
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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: 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: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Da1c8375-fb9d-4ec3-b45b-a7e4d3bd8039
• 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

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • 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 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
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Volunteering opportunities for staff
    • 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
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • 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

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 sean@tend-vr.com. Tell them what format you need. It will help if you say what assistive technology you use.