Voice Connect Limited

Clinic Partner

Cloud Based Telephone Appointment Service, Allows users to be able to book, cancel, review appointments, in Patient Partner Sangix Phlebotomy Clinical Patient Management systems over a landline/mobile 24 hours a day 365 days a year in Secondary or Acute healthcare services

Features

• 24 Hour 365 days a year access
• Unrestricted calls
• Customised Signposting of users
• Telephone Triage capabilities
• Skill set selection of clinicians
• Password Pin Protection
• Self Referral Service with Text Notification
• Editable Care Navigation

Benefits

• Access the service 24 hours a day over Mobile/landline
• Multiple patients can use the service simultaneously
• Reduce call Queuing to the Clinic / Practice
• Reduce foot fall to the site
• Age and Gender Health Announcements
• Direct Access of the automated services
• Gives fair access to all patients/users
• Release Staff time by automating ordering processes
• Reduce Call traffic to the main number
• reduces Call traffic into the clinics

£5,000 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 paul.trayler@voiceconnect.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

134646584409951

Contact

Paul Trayler
07973 986 895
paul.trayler@voiceconnect.co.uk

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: Clinical Databases, EMIS, SystmOne, Vision, Vision3 and SANGIX
• Cloud deployment model: Public cloud
• Service constraints: No Service constraints
• System requirements:
  • NHS Information Governance Compliant
  • NHS Accredited Clinical Database

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Depending on support cover from Monday to Friday 9.00 to 5.00 pm excluding Bank Holidays through to 24 Hour Support 365 days a year excluding Christmas and Boxing day
• 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: Yes, at extra cost
• Support levels: The service is fully supported with one level of service included within the service cost, The actual service is covered 24 Hours a day, with client support available via e mail and over the phone from a live manned support desk, Monday to Friday 9.00 am to 5.00pm, the service can be upgraded to 24 hour support at an additional cost.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The service is implemented through the project team, with pre installation consultation, we provide user documentation and also provide online training and support of the service
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The data can be exported in a CSV format and is provided when requested
• End-of-contract process: At the end of the Contract the configuration and menu options are deleted and the service is disabled, the patient data is exported in CSV format

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • 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 service is accessed over web, landline or mobile using a voice channel.
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: Yes
• What users can and can't do using the API: The API has been specifically developed to integrate with Clinical Databases and has been customised for each different Web based service. the service can be integrated with other web based booking services within the public and private sector
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The service Menus Options, Signposting, Telephone Triage, Web customisation to the Trust requirements.

Scaling

• Independence of resources: The service is load balanced across several virtual servers to make sure the service is available during high demand, we have a roll out plan to add additional virtualized servers to the network as demand increases.

Analytics

• Service usage metrics: Yes
• Metrics types: Service Metrics include, quantity of users accessing the the service, successful logins, appointments booked , availability of appointment slots and management information on Phlebotomists work and capacity flow.
• Reporting types:
  • API access
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: All users have a full web reporting suite, which can be accessed at anytime or is delivered via e mail on a regular basis, data can be exported into data silos within the NHS Trust
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

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: The Guaranteed availability SLA service Target is set at 99.95% availability; ; There are no user refunds available for the Patient Partner Service
• Approach to resilience: The Data Centre setup are resilient with Dual Data Centre's that are fully replicated and are geographically dispersed within the UK
• Outage reporting: Via E mail alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: Date of Birth; Phone/Mobile number; PIN
• Access restrictions in management interfaces and support channels: Management Interface is via HSCN and Google Cloud's Identity and Access Management (IAM) system ; ; IAM lets you grant granular access to specific Google Cloud resources and helps prevent access to other resources. IAM lets you adopt the security principle of least privilege, which states that nobody should have more permissions than they actually need.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self Certified
• PCI DSS accreditation date: 22/12/2014
• What the PCI DSS doesn’t cover: Clinic Partner service does not take Payments so it is not applicable to this service
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • NHS Information Governance Accredited
  • NHS HSCN Accredited

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: We are covered under Cyber Essentials and Cyber Essentials Plus; ; Accredited for NHS Information Governance ; Accredited for NHS HSCN connection
• Information security policies and processes: Information Security Policies and Processes are covered under our Integrated Management System (IMS); which includes Information Security & Scope and Policy, Information Security and Computer Use Agreement, Voice Connects Reporting structure for these matters Managing Director, Technical Director and Quality / Health and Safety Manager

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management processes are defined in Voice Connect IMS Manual; Our Integrated Management System (IMS) enables us to implement the following:; (1) Quality Management;; (2) Information Security Management;; (3) Business Continuity Management;; (4) The requirements of the NHS Data Security Protection Toolkit (DSP Toolkit);; (5) Anti-Corruption Management. ; The components of the service are fully tracked as part of the service and are covered under Procedure JF-1 Software Design and Development; Changes are assessed for potential security impact by following our Change Control Procedure IS-6 Change Control
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Information Security Management, we deploy patches on a weekly basis as part of our house keeping which includes ; (1) Risk Assessment; (2) WSUS Server; (3) Manual update of Microsoft Windows 10 Apps; (4) SAGE Updates; (5) Cyber Essentials
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: As part of Voice Connect Integrated Management System (IMS) enables us to implement the following:; Information Security Management, we deploy patches on a weekly basis as part of our house keeping and actively Monitor all systems for security , we will respond following our Voice Connect IMS Procedure MS-4 - Response to Non-Conformity or Incident . This procedure specifies how to respond to a non-conformity, non-compliance, customer complaint or (information security, business continuity, environmental, health and safety or service) incident.
• Incident management type: Supplier-defined controls
• Incident management approach: Voice Connect IMS Procedure MS-4 - Response to Non-Conformity or Incident . This procedure specifies how to respond to a non-conformity, non-compliance, customer complaint or (information security, business continuity, environmental, health and safety or service) incident.; If an employee becomes aware of Ia non-conformity, (customer) complaint or incident, he/she must report it to one of the following, Manager or Director.; Non-Conformity or Incident Report; If appropriate, we would provide the report to any relevant authority, customer or supplier , details of an (information security, business continuity, environmental; or health and safety) breach of legal requirements and/or requires; action or assistance.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality

  Fighting climate change

  Providing centralised hosted services, replacing PC hardware on site has made a more sustainable and eco-friendly way to operate IT systems. Traditional data hardware systems require significant maintenance and upkeep by engineers – combine this with uninterruptible power supplies, and cooling fans and this equals a lot of electricity being used. Cloud computing cuts the amount of Greenhouse Gas Emissions (GHG) produced from data centres compared to traditional on site local servers. A recent survey suggested carbon emission reductions of 95% were experienced compared to companies with servers on their premises.

  Tackling economic inequality

  Patient Partner, helps tackle economic equality by providing automated services over a landline, mobile and web leaving no patient behind in digital inequality, allowing Patients to access clinic appointments remotely without visiting the clinic

Pricing

• Price: £5,000 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 paul.trayler@voiceconnect.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.