Optum Health Solutions (UK) Ltd

Pathfinder PHM Analytics

Population health analytics toolset that enables proactive approaches at all levels within an ICS; descriptive and diagnostic analytics for opportunity identification, actuarial modelling to project demographics and finances, and evaluation to demonstrate impact on outcomes and return on investment. Evidence-based clinical interventions library and transformation support included for maximum impact.

Features

• Flexible linked data process
• Interactive analytics dashboards
• Clinically driven insights
• Health inequalities impact analysis
• Casefinding and opportunity identification using analytics and data science
• Localised segmentation model
• Health economic and outcomes evaluation using retrospective matched control methodology
• Actuarial projections for demographics, workforce, utilisation; including intervention WTE modelling
• Evidence-based clinical interventions library
• Cloud-native software hosted by Optum or on your platform

Benefits

• Holistically understand patient populations:total cost of care, risk, and outcomes
• Understand the ROI for historic population interventions
• Demographics,spend and activity projections for planning and resource prioritisation
• Understand the greatest opportunities to reduce activity and improve outcomes
• Match at-risk cohorts with proven evidence-based interventions for maximum ROI
• Link ROI and outcomes evaluation for incentivisation and allocative efficiency
• Understand the impact of health inequalities, including on waiting lists
• Proactive care ensures equity of outcome, alongside equity of process.

£0.20 to £0.70 a unit a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

111668255235036

Contact

Victoria Underhill
02071210560
businessdevelopment@optum.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Data extraction must be provided by customers and according to standard specification. Use of tool is subject to suitable and appropriate data and information governance arrangements. Roles based access controls federated by NHS.net email addresses.
• System requirements: Access via web browser requiring internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to respond within an hour to all queries. Our SLAs and priority allocation is included in the User Support section. At busy times the priority of the issue will be applied when determining a response and resolution. Issues are "ticketed" in the order received and customers will receive an automated reference number from our system, including email where we may not have spoken to the customer at that point. Our current performance is 98% of all issues responded to.
• 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: Onsite support
• Support levels: The service desk is accessible via email or phone.; ; Our telephone system targets are to answer 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 or more than one element of the service, or any clinical risk related issue.; 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: Learning materials include:; - eLearning; - User guides; - FAQ documents; - Virtual training sessions and recordings; - Analytics/advisory coaching offer
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At any point during the contract customers can request a data extract to be provided. At the end of the contract users will have a grace period to extract any data before their access is disabled and any remaining data deleted from our systems.
• End-of-contract process: As part of the end of contract process we would provide access for a grace period to allow users to export any data they may want to have access to going forwards. At the end of the grace period all data will be destroyed and a data destruction certificate will be provided to the client and access to the tool will be removed.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: Optum can customise and develop the tool further for the customer subject to agreement on development cycles and resourcing.

Scaling

• Independence of resources: The services are designed with scalability as an architectural requirement. All services are monitored to ensure that response times etc. are kept within SLAs and are scaled up as and when required. Services throttling can also be used to limit the service throughput so that the resource consumption (memory, processor, disk, network, etc.) in the system is at an acceptable level.

Analytics

• Service usage metrics: Yes
• Metrics types: Details of service availability, number of tickets raised, incident response and resolution KPIs.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: We will agree a data extraction approach for the contract which supports ad hoc and routine extraction.
• 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: We guarantee at least 98% service availability
• Approach to resilience: The services are designed with resilience as an architectural requirement. We implement production systems with multiple redundancy on all components from data centre to server level. We also have full DR capabilities in case of a data centre failure.
• Outage reporting: Service outages will be notified to all client project leads. Notification will be provided via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: NHS.net Active Directory Authentication. RBAC / authorised and approved users only managed via our enterprise provisioning processes, e.g. secure.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Other
• Description of management access authentication: 3 factor password/PIN. Token/PIN/role.

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
• ISO/IEC 27001 accreditation date: 28/10/2011
• What the ISO/IEC 27001 doesn’t cover: All controls are applicable within the Statement of Applicability
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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, DSPT, Data Security Protection Toolkit. (Standards met)
• 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 ntrinsic to our re-certification of ISO 27001 and Cyber Essentials and Cyber Essentials Plus,

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ITIL v3 Service Transition which includes configuration, service asset and change management process.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / 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: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / 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 v3 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; ; We are currently working towards ISO20000.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are committed to reducing our carbon emissions through the following:; ; • Liaising and communicating with customers remotely, removing unnecessary travel where possible, promoting digital transformation and sustainable remote working practices. ; • Meetings are conducted virtually through Microsoft Teams whenever appropriate, and collaboration can be supported by a range of digital tools to enable effective virtual working. ; • We support national/local Green Prescribing initiatives.; • For all solutions, we follow a Cloud First Principle, aligned to interoperability with clinical systems to support green patient initiatives. ; • Complying with NHS Technology Code of Practice – making digital healthcare technology sustainable.; • Providing data visualisation tools and on-demand analytics system, reducing need to print.; ; Optum recognises the important role the environment plays in the health of communities and have set a science-based target to reduce emissions, reduce paper usage and leading systemic change to decarbonise the health care industry. ; ; We are focused on:; • Reaching operational net-zero emissions by 2035.; • Achieving a 60% reduction in scope 1 and scope 2 emissions by 2030.; • Investing in and sourcing 100% of our global electricity demand with renewable sources by 2030.; • Our path to net-zero operations.; • Our 2022-sustainability-report has been published and publicly available. ; • Optum has completed the Evergreen Sustainable Supplier Assessment which enables us to engage with the NHS on our sustainability journey and ensure alignment with the NHS net zero and sustainability ambitions. ; ; We have a commitment endorsed by Optum Board Directors and an action plan developed in accordance with the requirements and timescales set out in the NHS Net Zero Supplier Roadmap and ratified by Optum UK Board. We have a published carbon reduction plan for Scope 1 and 2 emissions and a subset of scope 3 emissions.

  Covid-19 recovery

  Optum continues to support recovery from the impacts of Covid-19. ; ; During Covid we supported NHS England with rolling out vaccination programmes for our NHS customers by providing voluntary support from our clinical team and project managers. ; ; We adapted the National Population Health Management Development Programme from face-to-face delivery to an entirely virtually delivered programme, to ensure it could be used as a key enabler of recovery, identifying at-risk cohorts and addressing waiting list backlog as examples. This virtual shift enabled health and care professionals from across Systems to continue to participate and created an action led thinking environment for teams to focus on proactive care delivery models. With participants reflecting on the positive impact of being supported to think about Health and Care provision beyond Covid. ; ; We are driven by our values and mission of “Helping make the health and care system better for everyone.” In the UK, this has largely manifested by helping ICSs to use a PHM approach to identify, focus on and address unwarranted variation in outcomes for their populations through collaboration, integration and transformation to achieve sustainable care delivery, and supporting a stronger workforce. We use PHM to address some of a health and care system’s greatest challenges: Elective Recovery, Tackling Health Inequalities, evaluating impact on wider determinants, and using Whole System Projections to ensure sustainable financial and economic systems. ; ; COVID-19 has highlighted the growing disparity in health outcomes between population groups and communities across England, magnifying the impact of deprivation and isolation on people’s health and wellbeing. We are committed to working in partnership with ICSs and through advanced analytics, support teams to develop interventions that address the emerging inequalities across their populations. ; ; Internally we encourage workplace conditions that better support the Covid-19 recovery effort.

  Tackling economic inequality

  At Optum, our Social Responsibility mission is “Helping Build Healthier Communities”. We combine our knowledge, experience and passion to improve health of our local communities through our people and partners. Optum firmly believe economic inequalities lead to health inequalities. Technology skills are increasingly important to enable people to make best use of new digital services and take control of their healthcare.; ; Optum hosts both regional and home-based roles ensuring that we create nationwide job opportunities.; ; All employees at Optum are encouraged to take part in volunteering activities, including employees working under contracst. Staff are supported to volunteer during working hours where appropriate. Logged volunteer hours are matched with donations to charity, creating a culture of volunteering as well as enabling us to measure the hours spent supporting schools and other causes. Optum also seeks opportunities to work with customers to support local initiatives and offer services such as coaching, mentoring and skill development. ; ; Alongside local community skills development, Optum continue to address economic inequalities:; 1) Optum’s UK leadership team promote DEI agenda - our teams come from diverse backgrounds, spread across UK, with high percentage in flexible, work from home roles. ; 2) Reducing Gender Pay Gap – promoting flexible working policies, ensuring women represented in our senior teams.; 3) Continued development investment in employees’ technology/business-related skills.; 4) Regularly encouraging employee volunteering in communities we contract/live, supported by financial incentives for employees to donate back to charities. Current UK initiatives:; • 10 Volunteers (2023/4) support TutorMate, ChapterOne’s flagship programme, aiming to boost reading skills in young readers. ; • 2023 – founding partner of Paddington Life Sciences partnership with shared commitment to generating healthcare innovation, alongside health, economic and social value.

  Equal opportunity

  Embracing a range of people and perspectives magnifies our individual and collective contributions ; ; We are committed to providing equal opportunities and avoiding unlawful discrimination in employment and against customers. We make reasonable adjustments to overcome barriers to using services. All companies who provide a service to Optum are obliged to address barriers that may impede people with impairments from accessing a service.; ; We are compliant with UK government requirements and report on Gender Pay Gap (GPG). We continue to focus on our talent strategies to provide opportunities for all, ensuring practices support inclusion and diversity.; ; Internal compliance and ethics policies prohibit discrimination against protected characteristics regarding our employees, customers, business partners, supply chain, vendors, stakeholders. ; 1. Our 2024 People strategy/roadmap includes key focus areas:; a. Current state diagnosis regarding career development, mobility, inclusion, diversity, equity, psychological safety/trust.; b. Pay programme/policies analysis, including reward drivers from a gender/salary grade perspective, pay/rewards at hire, promotion.; c. Development of internal labour market maps/projections for UK populations highlighting areas/actions are needed to reduce GPG/increase gender diversity. ; ; 2. Our Ireland Health Care Sponsorship Programme was shortlisted for Social Mobility Initiative of the Year category and our Optum Women’s ReBoot Internship Programme was shortlisted for Diversity in Tech Initiative of the Year in the European Diversity Awards, awards we have sponsored in 2023 and 2024. ; ; 3. We have established a local, internal coaching network to support development of our staff especially female leaders in non-executive roles. ; ; 4. 50%+ of leadership succession plans have at least one female successor identified. We have new/stronger external partnerships focused on core diverse talent pipelines/networks:; a. Partnership with a UK-based external search partner to develop diverse talent pipelines for executive/STEM leadership roles.; b. Partnerships with SheCanCode, Women of Silicon Roundabout, and STEM Women – supporting events/deeper engagement/mentoring/coaching with these networks.

  Wellbeing

  Our employees have access to a wide range of wellbeing and employee assistance programmes. This includes a series of wellbeing activities, seminars and events available for all our team members, with recent topics covering eating disorder awareness, a gym/fitness series, menopause seminar, relationships and connections activities. Furthermore, our staff benefits include Gym membership discounts and medical insurance.; ; To help us fulfil our social value obligations, the Employee Community Council (ECC) - our structured group of Optum employee-volunteers – supports Optum’s mechanisms and processes by facilitating a range of activities and events every year that align with our social values. ; ; We also encourage our team members to be involved in volunteering activities as this is shown to improve personal wellbeing and is supported by the business and we hold wellbeing ‘lunch and learns’ where all employees can join virtually, as well as send out weekly newsletters from the ECC ; ; Our company supports all employees who take part in fundraising events or volunteering, both for nationally recognised charities but also for more local volunteering in their local community. This is supported by means of a 100% company “match” on any charitable donations. For volunteers, the ability to track hours and earn a donation towards the individuals preferred charity is available, with donations available from the first hour of volunteering.; ; These initiatives promote community work and charitable giving; enabling employees to positively impact communities they care about; these opportunities are available to all employees delivering any contract through this framework.

Pricing

• Price: £0.20 to £0.70 a unit a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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