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Birdie Care

Birdie for Home Care

Birdie empowers homecare providers with the innovative tools needed to transform how they care, unlock a new way to operate and build a supported workforce of carers. Offering a single platform for care management, auditing, rostering and finance, Birdie supports businesses of all sizes, alongside practical resources and industry support.

Features

  • Electronic Medication Administration Records (eMAR)
  • Family App and Third Party Access
  • Clinically validated digital assessments
  • Person-centered task management
  • Integrated Messaging (from Back Office to Carers)
  • Finance: gross pay data generation and invoice generation and exporting
  • Rostering: templates, runs, drag and drop
  • Real-time alerts and incident management tool
  • Easy-to-use app for carers
  • Auditing: service review forms, tags to collect evidence and more

Benefits

  • Move from reactive to proactive care and improve client outcomes
  • Deliver higher quality, person-centred care
  • Minimise risks, particularly medication errors and delivery blindspots or mismanagement
  • Reduce time spent on administration, including delivering and auditing paperwork
  • Build supported, empowered care teams with easy-to-use tools
  • Provide peace of mind to members of the care circle
  • Easily share updates with carers in the field
  • Make better decisions with pre-built reporting and insights
  • Give time back to finance teams, with streamlined processes
  • Maintain compliance with the latest HRMC and care regulation

Pricing

£0.20 to £0.40 a unit a month

Service documents

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 support@birdie.care. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

1 2 6 0 1 2 3 2 8 4 3 1 2 2 4

Contact

Birdie Care Birdie
Telephone: n/a
Email: support@birdie.care

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Planned and unplanned maintenance.
For Birdie app: smartphone operating system and device constraints.
For Birdie Agency hub: browser constraints.
System requirements
  • Browsers (I): Chrome (last 5 versions), Firefox (last 5 versions)
  • Browsers (II): Safari 12 or above, Edge 18 or above
  • If using Android phone, operating system Android 9 or above
  • If using Android phone, any phone released within 2 years
  • If using Android phone, CPU core speed of >2.0 GHz
  • If using iPhone, iOS 15 or above
  • If using iPhone, iPhone SE (2022) or newer

User support

Email or online ticketing support
Email or online ticketing
Support response times
We have a SLA (service level agreement) to answer inbound queries within 10 mins.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
No
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Our web chat, powered by Intercom, adheres to the Web Content Accessibility Guidelines 2.0 Level AA, ensuring broad accessibility. Users can navigate the Messenger using keyboard controls, with elements being clickable via keyboard shortcuts and designed with focus traps for seamless tab navigation. Screen reader support is robust, with content made readable through ARIA attributes and semantic HTML to enhance usability for visually impaired users.

However, for visually impaired users, there might be limitations in customising the Messenger’s appearance without affecting contrast ratios. Additionally, for users needing broader page access, while our focus traps enhance navigation within modals, they may restrict movement outside of these areas unless explicitly exited.
Web chat accessibility testing
N/A - our web chat is powered by Intercom.
Onsite support
No
Support levels
We offer support through a tiered model.

Firstly, users benefit from proactive support via workflows, help centre articles, and an AI chatbot, guiding them to specific resources to help resolve their queries 24/7.

For issues unresolved by these tools, our 'Tier 1' team responds within 10 minutes, typically resolving queries within 15 minutes, operating from 7am to 8pm on weekdays and 9am to 6pm on weekends.

For potential system bugs, our Technical Support Team (Tier 2) steps in, responding between 20 to 60 minutes based on issue priority, with a standard resolution time of an hour. This team collaborates closely with our product and engineering teams to expedite bug fixes and manage critical incidents, available from 9am to 6pm, Monday to Friday.

Additionally, for £120 per branch per month, users can access Premium Support, ensuring a first response within 5 minutes, and benefit from scheduled calls or screen shares at our support team's discretion, operational from 9am to 5pm, Monday to Friday, handled by our most experienced support associates.

We do not offer a dedicated technical account manager or cloud support engineer, yet our team remains on call to assist with issues.
Support available to third parties
No

Onboarding and offboarding

Getting started
To onboard our customers, we provide user documentation, online training (via group webinars and one-to-one with a dedicated onboarding manager) and on-site training.

We charge a fee for one-to-one online training and on-site training. One-to-one online training is only available for providers with over 60 clients and onsite training is only available for providers with over 300 clients. Providers with over 300 clients are required to purchase an implementation package for Birdie (outlined in the Pricing document).
Service documentation
Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
Video
End-of-contract data extraction
Generation of the CSV documents to extract the client's data, including Carer and Client profiles, visit logs, assessments, care plans and medication. This does not come at any additional cost for the client. The export data is encrypted at rest using an industry-standard AES-256 encryption algorithm. Whilst downloaded by the exiting agency, the data is encrypted in transit using 256-bit encryption.
End-of-contract process
As soon as a client decides to terminate their contract with Birdie, the dedicated Account Manager will immediately book an offboarding interview with the main agency stakeholder to confirm the date they intend to stop using our platform and confirm the date at which they will lose access to Birdie. We can provide the agency as much lead-time as they’d like, including a 3-month planning period as needed for them to be successful in their move to another provider. We will also discuss how we handover their data in order to support a smooth transition. This includes coordinating with Birdie’s Technical Team on their behalf and providing information that’s needed for their new provider in order to ensure a successful transition.

Key offboarding steps include: Generation of the CSV documents to extract the client's data, including Carer and Client profiles, visit logs, assessments, care plans, medication. After the data extract is done and shared with the client, Birdie deletes the client's data on its database and cancels future payments for this client. Birdie will also send email reminders that communicate clear timelines and actions across termination of service and removal of data.

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
The mobile service is the app for caregivers and the care circle. The desktop service is the web-based agency hub for the back office team.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
For caregivers and care circles, Birdie is accessed via mobile apps for each respective user type. For the back office team, Birdie is accessed via a web-based browser.
Accessibility standards
None or don’t know
Description of accessibility
Our service accessibility is something we are looking to improve and is currently self-assessed. We have drafted an accessibility policy, completed a full audit of our product against Web Content Accessibility Guidelines (WCAG 2.0), setup tools and processes for designer and engineers to ensure future features are built accessibly.

For example, to facilitate navigation of our agency hub and app, we ensure that all links are clearly conveyed, clickable items can be activated with ease and that we have a simple and consistent layout.
Accessibility testing
N/A
API
No
Customisation available
No

Scaling

Independence of resources
We don't guarantee that users aren't affected by the demand other uses place on our system. However, we manage overall load on the service both reactively and proactively.

Analytics

Service usage metrics
Yes
Metrics types
Birdie Analytics is a tool that Birdie offers to its customers, powered by Looker. It takes the data captured by a care team daily via the Agency Hub and Birdie App and compiles it into easy-to-understand reporting and metrics.

Birdie Analytics includes 40+ reports/dashboards to help you see, evidence, and action all your work at your agency. Using Birdie Analytics, you can review care delivery (e.g. completed visits reports, visit puctuality & fulfilment), care management (e.g. alerts raised, care planning), care logs (e.g. medication task logs), human resources (e.g. training expiry, carer absences), billing & payroll (e.g. revenue summary, mileage).
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
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)
  • Other locations
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 CSA CCM v3.0
  • Encryption of all physical media
  • Other
Other data at rest protection approach
We encrypt data at rest using an industry-standard AES-256 encryption algorithm.
Data sanitisation process
No
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
From the Birdie Agency Hub or Birdie Analytics (Looker) via CSV. Birdie can also provide access to raw data in a database format via Snowflake.
Data export formats
  • CSV
  • Other
Other data export formats
Database
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
Other
Other protection within supplier network
We use AES-256 encryption for zone-to-zone in AWS and transit in/out of RDS. All-access to personal confidential data on IT systems can be attributed to individuals and logged. We have Single Sign-on (SSO), 2-factor authentication (2FA) and strong password policies on GitHub, Google, AWS to ensure access to cloud services are protected. Database backups of Birdie’s production system are taken regularly. Backups are stored in a different AWS environment, with restricted access. All of our servers are within our own virtual private cloud (VPC) with network access control lists (ACLs) that prevent unauthorised requests getting to our internal network.

Availability and resilience

Guaranteed availability
We make reasonable efforts to ensure the Services are operational 24 hours a day, 7 days a week, except for unavailability during routine maintenance or emergency. Where possible, we try to carry out maintenance outside Normal Business Hours and to give you at least three hours’ notice in writing (via email where possible). Birdie is not liable to you if the Services are unavailable at any time, or for any period due to an event or cause outside of our control.
Approach to resilience
Information available on request.
Outage reporting
We report outages via live chat, email and a banner on our system. We have a public status page showing availability and appropriate incidents.

Identity and authentication

User authentication needed
Yes
User authentication
Other
Other user authentication
Logging in to Birdie is secured by a one-time authentication link. Some clients use SSO, which is available for a fee of £2/user/month if compatible.
Access restrictions in management interfaces and support channels
We have distinct roles with specific permissions:

Account Manager: An internal role for Customer Support, granting necessary agency permissions.
Care Manager (Admin): Creates users, changes roles, or makes users inactive, excluding account managers.
Additional roles:
Finance Onboarder: Manages rates, funding information, and visit confirmations.
Finance Manager: Oversees all finance-related activities.
GP Connect Viewer: Accesses NHS clinical data.
Caregiver: Limited to mobile app, no Agency Hub access.
Family Member: Access restricted to mobile app.
Inactive: Loses live chat access and is removed from CRM.
These roles ensure appropriate access and maintain security standards.
Access restriction testing frequency
At least once a year
Management access authentication
Other
Description of management access authentication
Logging in to Birdie is secured by a one-time authentication link. Some clients use SSO, which is available for a fee of £2/user if compatible.

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
Less than 1 month

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Prescient Security LLC
ISO/IEC 27001 accreditation date
12/01/2024
What the ISO/IEC 27001 doesn’t cover
Nothing - all services are in scope.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
NHS Data Security and Protection Toolkit Certificate

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 have a number of information security policies which are stored in our trust management platform where all employees must read and accept them. This includes but is not limited to data protection, access control, risk management and acceptable use. These policies are reviewed annually by both the document owner and approver where they are updated accordingly. We ensure policies are followed through the use of training and use security tools to enforce policies where possible, such as an MDM. Regular ISMS management meetings allow us to report on new risks, provide updates on actions and share results.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
The change management process begins with high-level initiatives proposed by the Delivery Governance Committee and Executive Team, tracked via Product Board. Feature delivery follows these steps: 1) A Product Manager defines and prioritises a User Story in Jira. 2) An engineer codes to the story’s specifications. 3) Automated tests are developed alongside. 4) The code is peer-reviewed. 5) Optional manual QA testing. 6) An Engineering Manager oversees the delivery. Before deployment, a full test suite checks stability. Exceptions include refactoring without a Jira ticket and occasional deviations in testing or review. Bugs are managed similarly.
Vulnerability management type
Undisclosed
Vulnerability management approach
Our threat intelligence comes from AWS Inspector, which integrates data from various 3rd party security advisories and vendors, including sourcing CVE data from the publicly available catalogue maintained by the MITRE corporation. We also leverage Github Dependabot for scanning dependencies which gathers threat intelligence from various sources including the Github Advisory Database, the National Vulnerability Database (NVD) and other publicly maintained sources.

We cannot currently guarantee a timeframe to resolve vulnerabilities within. Vulnerability management process improvement is a focus of our current security roadmap, with the aim of establishing a reliable SLA target by the end of Q2 2024.
Protective monitoring type
Undisclosed
Protective monitoring approach
Birdie uses multiple internal and 3rd-party tools for monitoring its production environment and protecting it against threats or errors, including an internal notification mechanism, AWS analytical tools, HoneyComb and Datadog and Sentry.

Birdie operates a support ticketing system allowing users to report any issues while using Birdie’s solution.

When we find a potential compromise, we follow our Incident Management Process and declare an incident in our internal communication channel, assemble a team, identify the issue and work to mitigate its impact. We have on-call engineers available at all times to respond to incidents as soon as they have been identified.
Incident management type
Supplier-defined controls
Incident management approach
Birdie has a pre-defined process for incidents. We share incident reports on a public status page when appropriate. Users cannot report incidents directly - they can report issues they encounter while using Birdie, which the Birdie team will then investigate to determine whether there is an incident and how severe it is based on user reports and / or other observations.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

Wellbeing

Wellbeing

Birdie for Home Care influences domiciliary social care providers to improve the health and wellbeing of the communities they support. For example, via our Agency Hub, care managers can use Birdie's clinically-validated assessments to gain an objective understanding of a client's health, wellbeing and care needs. Client specific care outcomes can be determined and progress tracked against these. In addition, Birdie for Home Care supports strong integrated communities via the Birdie Care Circle, which enables family members of those receiving care to access important data about their loved one's care through our easy to use app, streamlining information-sharing between the care recipient, their loved ones and the care provider.

Pricing

Price
£0.20 to £0.40 a unit a month
Discount for educational organisations
No
Free trial available
No

Service documents

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 support@birdie.care. Tell them what format you need. It will help if you say what assistive technology you use.