MEDMODUS

Elective Care Capacity Management

MedModus Elective Care Capacity Management is a cloud hosted software service supporting NHS elective recovery through waiting list management and capacity optimisation. Combined with our data driven action focused service management process our system is proven to drive sustained elective care service recovery.

Features

• One stop shop of elective service recovery tools
• “At a glance” data visualisation of variation in performance
• View forecasted capacity utilisation vs agreed capacity
• Dynamic waiting list management tool identifies patients to be booked
• Actual vs planned waiting list clearance trajectory
• Development of a shared "Measurement for improvement" language and mindset
• Adoption of a data driven action focused service management process
• Embedded help desk ticketing system
• On-call healthcare business analyst support
• Automated email distribution of elective service priority management reports

Benefits

• Implementation of a data driven service management process and mindset
• Proven sustained delivery of optimum service capacity utilisation
• Proven reduction and maintenance of waiting list and waiting times
• Coaching in running data driven action focused meetings
• Rapid and efficient data extraction from multiple systems
• Flexible integration of manual data capture where no automated feeds
• On call access to experienced data analyst teams
• Rapid turnaround of ad-hoc urgent analysis/report requests
• Training your team to access data models to create reports
• Automatic electronic allocation and tracking of improvement actions

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

Framework

G-Cloud 15

Service ID

131988256596318

Contact

Déaglán MagFhloinn
+353 1 443 4135
deaglan@medmodus.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
  • Advanced and predictive analytics
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Certain services may be switched off outside working hours for environmental, energy saving reasons. However, MedModus can fully customise this to meet customer's requirements. Refer also to MedModus Service Definition document.
• System requirements: A modern browser (Internet Explorer is not supported).

User support

• Email or online ticketing support: Yes
• Support response times: Technical User Support:; All priorities: Immediate acknowledgement.; Priority High: Considered Response* <3 hours, Resolution <24 hours.; Priority Medium: Considered Response* <24 hours, Resolution <72 hours.; Priority Low: Considered Response* <48 hours, Resolution <5 days.; ; Analytics as a Service User Support:; All Complexities: Immediate acknowledgment.; Complexity Low: Considered Response* <24 hours, Resolution <48 hours (faster if urgent); Complexity High: Considered Response*<48 hours, Resolution On-Time per agreed delivery date.; *Monday to Friday 8am to 5pm.; ; Note: SLA response times can reduce for certain critical clinical applications and is requirements dependant.; ; Refer also to MedModus Service Definition document.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Web chat support is provided using Microsoft Teams, a third-party service. Users can communicate using real-time text chat, including keyboard input and standard operating system accessibility features supported by Microsoft Teams. MedModus does not control the Teams user interface or its accessibility features. Where users cannot access web chat, alternative support channels such as email, telephone or scheduled video calls are available and can be agreed with the customer.
• Web chat accessibility testing: Web chat support is provided using Microsoft Teams, a third-party service. MedModus has not carried out formal accessibility testing of Microsoft Teams with assistive technology users. Where accessibility needs are identified, alternative support channels such as email, telephone or scheduled video calls are available and can be agreed with the customer.
• Onsite support: Yes, at extra cost
• Support levels: Technical User Support Levels: High, medium, low priorities.; Analytics as a Service User Support Levels: High, low complexities.; Costs: Refer to MedModus SFIA rate card (Delivery and Operation).; Technical account manager or cloud support engineer available depending on support required.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: System user Training: ; Onsite Training: MedModus conduct onsite instructor-led group training sessions with users. These training sessions are hands-on. Each participant will have access to a computer and the MedModus’ BI platform. ; Online Training: MedModus also conduct one-on-one and group training sessions online. Like the onsite training sessions, these are hands-on and instructor-led. ; eLearning: MedModus can also deliver training content via on-demand online training courses that include videos and tests. ; Learning Community: MedModus encourages participation in our customer learning community to ensure users have the opportunity to share and adopt best practices.; Measurement for improvement training: MedModus delivers a practical and activity based classroom learning experience that helps participants develop a shared measurement for improvement language, build root cause analysis skills and develop a shared data driven action focused mindset ; Service performance review meeting coaching: MedModus coaches services managers "on the job" on how to run data driven action focused meetings that drive continuous service improvement
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users can request a copy of their data from MedModus when the contract ends. MedModus will send these users their data in a secure manner.
• End-of-contract process: The data of users will be provided to them upon request. This will not incur any additional cost. User data is cryptographically erased from MedModus infrastructure following the end of the contract.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our onboarding and offboarding documentation is primarily provided in PDF format. While these documents are not currently certified against a specific accessibility standard (such as WCAG 2.2), we actively support accessibility through a range of practical measures and reasonable adjustments. Documentation is written in plain English, with clear structure, headings, and consistent terminology to aid comprehension. On request, all onboarding and offboarding materials can be provided in alternative accessible formats, including Word documents, HTML content, or large-print versions, to support users of assistive technologies such as screen readers.

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: The BI portal has been designed to be responsive for desktop and tablet use. Viewing the portal dashboard on certain mobile phones may not be optimal. A mobile phone application is part of our BI platform product roadmap.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: MedModus BI portal has an interface that allow users to view reports, dashboards and other performance content, including forms for data submission, based on their roles and access level. The BI portal works with technologies from a number of BI vendors including Microsoft Power BI, Tableau and Qlik.
• Accessibility standards: None or don’t know
• Description of accessibility: See prior response to 'Describe the service interface'. Also refer to MedModus BI Service Definition document.
• Accessibility testing: No interface testing has been conducted with assistive technology users to-date. MedModus are open to investigating further depending on customer requirements.
• API: No
• Customisation available: Yes
• Description of customisation: All report pages and the menu hierarchy are fully customisable. MedModus works closely with customers to customise the BI platform to meet their needs.

Scaling

• Independence of resources: MedModus monitors usage and workload of cloud resources and has a capacity plan in place. This includes up-scaling and out-scaling of resources as required.

Analytics

• Service usage metrics: Yes
• Metrics types: Persons defined by the customer have access to comprehensive BI portal usage statistics by user and by visualisation/report. Separate reports on analytics as a service requests and turn around time are also provided.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • 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: Baseline Personnel Security Standard (BPSS)

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: Managed by a third party
• 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
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can access data in a number of ways: - Export directly from BI portal dashboards - Via patient level data export reports - Via MS Excel or MS PBI connections to MedModus data models.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • ETL processes
  • Excel
  • XML
  • Azure Data Factory (ADF)

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: There is the option to enable access from only specific IP addresses.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: MedModus guarantees a 99.95% availability SLA. Any requests for refunds will be handled on a case-by-case basis but have never arisen to-date. However, we would expect to refund customers who experience prolonged availability issues caused by MedModus. In the event of a serious availability incident MedModus Business Continuity plan states a Recovery Time Objective (RTO) of <= 24 hours for BI products and services.
• Approach to resilience: All MedModus cloud services are hosted by Microsoft Tier 4 data centres which follow strict operational standards. Tier 4 datacentres are designed towards a customer SLA and service need of 99.995% availability. Microsoft designs and manages the Azure infrastructure to meet a broad set of international and industry-specific compliance standards, such as ISO 27001, HIPAA, FedRAMP, SOC 1, and SOC 2.
• Outage reporting: MedModus reports service outages via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: MedModus employs a role-based Identity and Access Management (IAM) framework.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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: Between 6 months and 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: Between 6 months and 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:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials.
• Information security policies and processes: MedModus operates comprehensive and cohesive Information Security Management Systems (ISMS) policies, procedures, processes and guidelines which are ISO27001 certified by the British Standards Institute (BSI). MedModus ISMS was established by and is governed by MedModus Compliance Office (CO) comprised of the CEO, Head of Data and Analytics and the Internal Audit Co-ordinator. All MedModus employees, contractors, and where relevant, MedModus suppliers and customers must adhere to MedModus policies, procedures, processes and guidelines. All MedModus employees have access to and must read and pass comprehension quizzes on relevant ISMS policies, procedures and guidelines. To ensure policies are being followed, the CO conducts (i) regular, company wide topical and informative Information Security and focused IT awareness sessions, (ii) annual ISMS management reviews, including review of ISMS KPIs versus information security objectives, (iii) quarterly ISMS risk register reviews, (iv) bi-weekly CO meeting focused on: actions across all ISMS task lists, regular testing/meetings/document review pipeline, ISMS continual improvement opportunities, (v) regular ISMS internal auditing (vi) annual ISMS audit/assessment by BSI.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All components of MedModus services, including hardware and software, configuration and dependencies are documented, tracked, and managed over their lifetime via ongoing review, consideration, and development of MedModus (i) customer licensing agreements, (ii) supplier agreements, (iii) policies, procedures, processes, and guidelines, aligned with new customer, regulatory, and legal requirements. As part of MedModus ISO27001 certified Change Management Process and Information Security Risk Management Procedure, MedModus CEO and CTO ensure that changes are assessed, impacts are identified and captured, and classified as high, medium, or low depending on the change impact and risk level. Changes are validated prior to go-live.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: MedModus operates ISO27001 certified technical vulnerability management processes. Potential threats to services are assessed according to MedModus Risk Management Procedure including regular risk register reviews and Change Management Process. MedModus deploys: ‘Critical’ patches within 2 hours of availability, ‘Important’ patches within 2 weeks, and ‘Other’ patches within 8 weeks. Information on potential threats is obtained from multiple sources including but not limited to: regular monitoring of Azure Defender, regular user-access reviews, TrendMicro anti-virus deployment, BSI penetration testing, internal/external audits, employee/customer feedback, Disaster Recovery/Business Continuity Plan testing.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: MedModus identifies potential compromises via implementation of its Periodic ISMS Reviews Procedure outlining the multiple regular reviews and monitoring conducted to mitigate information security risk per ISO27001 recommendations. This includes the activities listed under vulnerability management plus monitoring of information processing facilities to detect deviations from MedModus’ Access Policy, internal/external user access, Azure AD/Microsoft 365 access, customer licensing and supplier agreements, and others. Monitoring outcomes are analysed, risk assessed per MedModus Risk Management Procedure, and where required remediation is implemented per MedModus Change Management Process in a timely manner based on service risk and impact.
• Incident management type: Supplier-defined controls
• Incident management approach: MedModus operates a pre-defined, ISO27001 certified, Information Security (IS) Incident Response Plan to appropriately respond to and manage incidents of all types, frequencies, and scale. It defines the roles and responsibilities of participants, key points-of-contact, characterisation of incidents, relationships to other policies/procedures, and reporting of requirements. The goal of the IS Incident Response Plan is to detect and react to information security incidents, determine their scope and risk, respond appropriately to the incident, communicate the results and risks to all stakeholders, and reduce the likelihood of incident recurrence. MedModus tests its IS Response Plan annually.
• Post-quantum cryptography secure: No

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: 8%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 12%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institution
• ISO/IEC 27001 accreditation date: Sunday 1 December 2024
• What the ISO/IEC 27001 doesn’t cover: MedModus’ Information Security Management System (ISMS) scope includes the provision of Business Intelligence, software, and consulting services to the healthcare sector. This consists of MedModus’ secure design, operation, support, and management of patient and clinician data. The scope also includes all internal and external activities involved in the process of extracting, transforming, and loading customer data in accordance with the Statement of Applicability. ; Customer data not shared with MedModus is not covered by the scope of our ISMS.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 5b1b1f5e-e79f-4d5c-9c1f-74cada0727a7
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • 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
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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