STATICA RESEARCH LTD

Patient Experience Platform (PEP)

Real-time NLP AI platform to transform patient feedback. Collecting, analysing, scoring and integrating the public voice of patients alongside internal survey and FFT data into a comprehensive dashboard and reports. Enables effortless benchmarking and monitoring, enhances operational efficiency, and drives patient-centred improvements through empirically proven actionable insights.

Features

• Real-time, up-to-the-minute patient insights powered by machine learning and NLP
• Diverse feedback aggregation from multiple sources (FFT, surveys, social media)
• Safety identification through free-text filters
• Bespoke healthcare-tailored algorithm for thematic feedback classification, enhanced by Insights+
• Standardised quality scores for all providers (primary/secondary care, dentistry, ICS)
• In-house linguists ensure accurate, context-aware patient feedback analysis
• Customisable dashboards with integrated reporting features and API
• Feedback request forms sent via SMS or QR code
• Advanced filtering, including by location, department, score, domain, and more
• Automated, customisable alerts for swift problem identification and action

Benefits

• Streamline decision-making with in-depth, real-time analysis of patient comments
• Enhance patient satisfaction and outcomes by aligning services with expectations
• Evaluate and benchmark performance across hospitals, clinics, departments and more
• Provide board assurance to performance and relative risk
• Reduce costs and administrative burden associated with conventional feedback methods
• Obtain feedback from hard-to-reach populations and those missed by surveys
• Empowers providers to make data-driven improvements where they're most needed
• Manage concerns and risks proactively with automated service-deterioration alerts
• Direct impactful, data-driven improvements where patients need them most
• Accurate, reliable and consistent CQC-rating predictions

£25,000 to £65,000 a licence a year

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 mark.lomax@pephealth.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

117431038064048

Contact

Mark Lomax
07961150161
mark.lomax@pephealth.ai

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: N/A
• System requirements:
  • Internet connection
  • Modern web browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Same working day support
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: No
• Support levels: All accounts - electronic support offered 8AM-6PM Monday-Friday and a dedicated account manager.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Remote training, how-to documentation, user guides and a dedicated account manager.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: In situations where raw data has been collected on behalf of users, this can be extracted and provided in an agreed upon format.
• End-of-contract process: At the end of the contract, user access will be withdrawn and any user specific information will be erased within 90 days.

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: Functionally the same.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Interactive secure web dashboard allowing users to interact with and export data
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Users can fetch performance data and related patient comments through the read-only API.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Patient feedback included and benchmarking organisations can be customised by the key contact.

Scaling

• Independence of resources: Auto scaling, monitoring and redundancy of resources

Analytics

• Service usage metrics: Yes
• Metrics types: User login frequency
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users interact with a secure web based dashboard and can extract their data via a csv/pdf download or an API.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • API
• Data import formats:
  • CSV
  • Other
• Other data import formats: API

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: 99.5% SLA availability
• Approach to resilience: Autoscaling, redundancy, multi-region infrastructure. Further details available on request.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: All management interfaces are restricted by user role. User roles agreed by primary stakeholder.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 01/05/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• 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
• Information security policies and processes: We are fully GDPR and HIPAA compliant. We are also Cyber Essentials and ISO27001 certified. We hold version 6 of the NHS Data Security and Protection Toolkit.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: All changes and updates to the dashboard are managed through a version control system which mandates testing and review of features and bug fixes before they are released to end users.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We regularly audit the platform's third party dependencies to ensure that we are addressing vulnerabilities as they are disclosed. Potential vulnerabilities are also actively flagged by third party support tools.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We regularly audit the platform's third party dependencies to ensure that we are addressing vulnerabilities as they are disclosed. Potential vulnerabilities are also actively flagged by third party support tools.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: We have a pre-defined process in place to email nominated stakeholders identifying incidents have occurred and remedial actions being taken. Users can report incidents via their dedicated account manager.

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
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Working to offset carbon footprint with reduction in travel, use of consumables and reduced plastic consumption

  Tackling economic inequality

  Team recruited from across the UK, often living in areas of low socio-economic wealth, we pay significantly above the living wage for all team members

  Equal opportunity

  Policies in place and proud that we have high percentages of female, ethnicities and other protected characteristic groups.

  Wellbeing

  All team supported with well-being via a monthly wellness allowance that individuals can utilise in a way that suits them.

Pricing

• Price: £25,000 to £65,000 a licence a year
• Discount for educational organisations: No
• Free trial available: No

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 mark.lomax@pephealth.ai. Tell them what format you need. It will help if you say what assistive technology you use.