ACCESS UK LTD

Access Care Planning

Access Care Planning is the UK's leading cloud-based digital care-planning, monitoring, case-management, eMAR, workflow solution. Delivered by browser and mobile app (online/offline), it removes paper, improves quality and compliance. Part of the Access Care Suite (used by 5,800+ registered providers), it's easy-to-use and helps you deliver outstanding care.

Features

• Comprehensive electronic records
• Fully customisable electronic records and forms
• Accessed through a synchronised web portal and mobile application
• Customisable 'rules' trigger automated workflow including emails, task creation etc.
• Mobile application is fully offline capable
• Alerts for missed activities/jobs/tasks
• Inbuilt reports module - create bespoke (and exportable) reports
• Mobile NFC/QR functionality - confirm staff time and attendance
• Activity and task management
• Live monitoring dashboard, showing field staff's arrival and activity completion

Benefits

• Improve operational efficiency and save money
• Improve service responsiveness
• Reduce: Duplication, communications lags, errors, safety and security breaches
• Single version of truth - no multiple/contradictory versions of records
• Application for all IOS and Android tablets or smartphones
• Web portal accessible on any web browser
• Automated alerts for critical missed activities
• Customisations can be made easily by your organisation
• Custom reporting allows for quick identification of issues and trends
• Easy to use for all levels of technical ability

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 buyer.enablement@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

124378821318574

Contact

Stacey Graham
0845 345 3300
buyer.enablement@theaccessgroup.com

About the service

• Service categories:
  • Applications
    • Production and operations
      • Service industry and public sector operations
        • Healthcare
        • Adult Social Care
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Service add-on type; Yes, but can also be used as a standalone service; Other services extension; Access Workspace, Access People Planner, Access Care Compliance
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements:
  • Internet access via supported browsers (html5 enabled)
  • Mobile application for Android and iOS devices only

User support

• Email or online ticketing support: Yes
• Support response times: Access has developed a range of support plans. Our online Knowledge base and Community service plans are available to all our clients. We have made significant investment in our client support tools. The Success portal provides around the clock access to log incidents, browse articles and videos to find solutions. Our Support teams are available M-F 9-5 ( or 8-6 on Standard/Premium) On these plans P1 cases are responded to in 1 hour. Please refer to Access for further details.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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
• AI chatbot: Yes
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Priority; Description; Response time; Target resolution time; Priority 1; The entire Access Product service is "down" and inaccessible.; Complete failure of Access Product Telephone Based Electronic Monitoring Service (where applicable).; This does not include local Customer issues for example, but not limited to Customer infrastructure or internet connectivity issues.; Priority 1 incidents shall be reported by telephone only when outside Normal Business Hours.; Within two hours during Extended Business Hours.; Within four hours during Extended Business Hours. Continuous effort after initial response and with Customer co-operation.; Priority 2; Operation of Access Product is severely degraded, or major components of Access Product are not operational and work cannot reasonably continue.; ; Within 4 hours during Normal Business Hours.; Within two Business Days after initial response.; Priority 3; Certain non-essential features of Access Product are impaired while most major components of Access Product remain functional.; ; Within 12 hours during Normal Business Hours.; ; Within seven Business Days after initial response.; Priority 4; Errors that are non disabling or cosmetic and clearly have little or no impact on the normal operation of Access Product.; Within 24 hours during Normal Business Hours.; Next release of Access Product.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Access Care Planning provides a number of different types of deployment plans, including on-site training and configuration, Web based training programs, on-line video and electronic documentation.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Access Group's onboarding and offboarding documentation is accessible through the Customer Success Portal (https://access-support.force.com/Support/s/), which provides 24/7 online access to comprehensive resources including a knowledge base with FAQs, product guides, e-learning content, on-demand webinar recordings, feature release updates, and training materials that can answer most day-to-day user questions. All users can register for portal access regardless of their Success Plan level (Essential, Standard, or Premier), with additional support available through online case submission for all customers, telephone support for Standard and Premier customers, and dedicated resources like Customer Success Managers and Lead Technical Support Engineers for Premier customers, ensuring documentation and guidance is readily available throughout the entire customer lifecycle from initial onboarding through ongoing system use and any eventual offboarding scenarios.
• End-of-contract data extraction: Users can run reports using the custom export facility in the software. Also clients are passed their data upon request, subject to standard T's & C's.
• End-of-contract process: At the end of the contract the client is given 30 days to migrate any data before it is erased from all servers.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All records can be accessed and updated on the web console or the mobile application (the latter even if offline); ; The mobile app element can be used to mark as complete/incomplete tasks specific to a job, for example a site visit or community care visit. It can also be used to start and complete visits with NFC/QR code verification.; ; Creating/viewing reports is not available on the mobile app.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Access Care Planning provides an API over a number of key entities, including Employee, service user, location data etc. The API end points provide CRUD functions.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Digital record sections, digtial forms, workflow rules, user roles and permissions, reports, can all be customised; ; Customisation can be carried out with no technical expertise (beyond the level of using packages such as Microsoft Word/Powerpoint) using a drag and drop form builder, changing role permissions and types using check boxes and inbuilt wizards for creating bespoke automation rules and reports.; ; Customisation is controlled based on user type (for example tenant admin or manager) and carried out through the secure web portal.

Scaling

• Independence of resources: Access Care Planning's hosted servers are monitored and load balanced ensuring that the service can expand sufficiently if required. In addition to this we use automated monitoring tools to alert us when demands on resource meet or exceed certain thresholds (CPU, RAM, I/O, disk usage etc). The infrastructure is sized to deliver comfortable capacity for even our peak service periods.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers can review service usage in real time dashboards from within the software. These show numbers of users, number of claims submitted, etc.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: The end user can export data from Access Care Planning in .XLS formats. This includes data from user created and standard reports.; ; Electronic forms and documents can also be exported by the end user as PDF documents when required.
• Data export formats: Other
• Other data export formats:
  • XLS
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • XLS
  • Delimited text
  • PDF
  • .doc
  • Image files such as JPEG

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We will use commercially reasonable efforts to make the SaaS available 24 hours a day, seven days a week, except for unavailability during emergency or routine maintenance. Our monthly availability has not dropped below 99.8% in any 4 week period in the last 12 months.
• Approach to resilience: The Access Hosting solution has been designed to enterprise level with the highest possible specification for resilience and replication. Split across 2 of the UK’s premium data centres, the solution delivers replication and recovery options that are unrivalled in the mid-market arena. The solution operates in a near continuous state across both datacentres minimising data loss in the event of a total data centre blackout. This is achieved using Zerto Virtual Replication and VMWare vSphere being delivered as a service to the Access user. The solution has been designed so that there is no hardware single point of failure. Dual Firewalls are used to connect to dual switches, SANs and Physical Hosts. Internet connectivity is protected using the Border Gateway Protocol (BGP) ensuring connectivity in the event an outage of an upstream Internet Service Provider occurs. The Physical hosts run VMWare ESX and operate within a VMWare vSphere cluster. One cluster node is located in Telehouse with the second in Equinix. The use of these technologies ensures that storage and virtual machines are resident in both datacentres giving maximum flexibility in the case of a disaster.
• Outage reporting: Users can subscribe to email alerts giving updates on scheduled maintenance and outages. An online portal is also available to clients

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: We operate a roll based access control, based on the last least privileged access, this applies to all our services.
• 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 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 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
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: All controls included within Annex A of the ISO27001:2022 standard. Statement Of Applicability (SOA) available on request.

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: All change management is undertaken in line with ISO27001:2022 using Azure DevOps.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Patched and audited by our patch management system. All non-critical OS patches are applied within one calendar month of release, first into pre-production and then into production, as part of the scheduled maintenance window. AV Updates - Signatures are updated hourly. / Rules are reviewed at minimum every 3 months. Logs are reviewed at minimum every 3 months. Access staff responsible for the maintenance of our hosting services subscribe to industry newsletters, belong to various security forums and we additionally receive notifications from our vendors.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We have traffic monitoring and content based alerting which alerts on changes to the site and/or traffic flows implemented at infrastructure and application level. We proactively monitor third party suppliers (hardware, OS, application/web and database server software) vulnerability reporting and security fix availability. Any vulnerabilities found and fixes provided by third party suppliers are patched by our infrastructure team in a timescale appropriate for their level of severity. Any penetration test findings are fixed by Development in a timescale appropriate for their level of severity. Our infrastructure response is within 1 hour in the SLA period 8am-8pm Monday – Friday.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: We operate a robust incident management process in line with ISO27001:2013 Staff are encouraged to report all incidents using a pre-defined process using a form available on our Company Collaborate site Incident reports will be provided following forensics and closure.

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: 5%
• Between £250,000 and £500,000: 6%
• Between £500,001 and £1,000,000: 12%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 18%
• Over £5,000,001: 25%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Saturday 4 January 2014
• What the ISO/IEC 27001 doesn’t cover: Nothing is excluded from the standard certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Friday 1 September 2023
• What the ISO 9001 doesn’t cover: The scope covers the design, integration, maintenance and hosting of managed information systems and software applications, consultancy, user training and support for the Health, Education, Social Care and Local authorities. Excluding all other products that fall outside of this scope.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 88f162a5-ea3c-4f9a-83d5-42769c7d8459
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: Yes
• Any other security certifications:
  • ISO 42001
  • ISO 27701

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

  • 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
  • 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 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

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 buyer.enablement@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.