RIVIAM DIGITAL CARE LIMITED

RIVIAM Digital Care - Multi-disciplinary Team (MDT) service

For healthcare teams, multi-agency care providers and Local Authority Safeguarding teams, you can run more efficient Multi-agency Team meetings with RIVIAM's patient and referral MDT dashboards, lists, tasks and risk management.

Includes RIVIAM core Referral Management service.

Additional options: questionnaires, messaging, consent management, Home from Hospital, system interfacing.

Features

• Diary management, invitations sent to multi-agency partners, lead partner assigned
• Create a dashboard list of patients/referrals to discuss at MDT
• Record activity, notes against patients/referrals, messages, manage risks, add flags
• Task dashboard presenting tasks by priority/status/due date, and filter
• Hospital to Home referral form, care control dashboard, auto-routing (Optional)
• EMIS Web, TPPSystmOne, RiO, eRS, Liquid Logic, EPR integrations (Optional)
• Multi-agency enabling health and social care organisations work together (Optional)
• Single patient record, patient/referral lists, case management, activity tracking
• Dynamic referral form, smart lookups, validation/visibility, dynamic routing
• Workflow for SPoA referral management via pathways, steps, RAG dashboards

Benefits

• More efficient care co-ordination, communication and collaboration across MDT teams/partners
• Improves personalised care, reduces costs and service duplication
• Patient lists, tasks, actions streamline MDTs, improving productivity, reducing duplication
• Enables delivery of Integrated Neighbourhood Teams, team working, multi-agency delivery
• Enables delivery of Multi-agency Risk Management for Local Authority Safeguarding
• One place to record, track actions for patients, improves transparency
• Single patient record, partners see only relevant information, role-based access
• Improves capacity management across an integrated team, reduces service duplication
• Hospital to Home frees up beds through quicker patient discharge
• Interfacing service connects RIVIAM with third party health/social care systems

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

Framework

G-Cloud 15

Service ID

135612183582401

Contact

Paul Targett
07850241672
hello@riviam.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Document
  • Creative

  Content services

  • Content Sharing and Collaboration Applications

  Persuasive content management

  • Website Software
  • Product Content Management Applications

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Customer users need to use modern browsers.
• System requirements: HTML5 compliant browser

User support

• Email or online ticketing support: Yes
• Support response times: Average response time is within 2 hours on Monday to Friday, 0900 to 1730.; ; Standard service does not include weekend support.
• 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: RIVIAM has a dedicated support desk. Emails should be sent to support@riviam.com.; ; Support is provided 9.00am to 5.30pm, Monday to Friday. Weekend support is available as a service option. RIVIAM also provides a Help Centre which can be located via our website. This has helpful guides, how-to articles and videos.; ; On receipt of support requests, the request will be classified.; Level 1 - Critical – means if 100% of RIVIAM Cloud has stopped working completely and is non-responsive, then RIVIAM will respond to the Customer/Access Centre staff within 2 hours with a summary of what has happened and an outline plan of recovery.; ; Level 2 – Major – means if components of the RIVIAM Cloud have stopped or are intermittently working, then RIVIAM will respond to the Customer/Access Centre staff within 4 hours with a summary of what has happened and an outline plan of recovery.; ; Level 3 – Minor – means if there are one or more issues with the functionality of RIVIAM Cloud that the Customer/Access Centre staff believes this should be improved, then this request will be included with a list of enhancements and prioritised by RIVIAM.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customer success is central to RIVIAM and with each customer our goal is to think about what’s key to achieving the customer’s desired outcomes. RIVIAM’s default project management approach is to follow Agile development methodologies supported by clear project management control of risks and issues. We implement an Agile delivery approach with the following stages:; 1. Discovery; 2. Solution Model; 3. Planning and Delivery; 4. Testing and Go-Live.; As part of the Go-Live service, mobilisation and train-the-trainer support is provided. RIVIAM's Help Desk includes many online videos and tutorials. RIVIAM also provides bespoke customer training if required. Additionally, customers can purchase a solution model phase that is designed to manage more complex projects beyond a single referral form and pathway.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: As part of the RIVIAM service, an extract of data is provided in SQL and also provide customers with any associated documents. Customers also receibe the public and private keys that encrypt sensitive data.
• End-of-contract process: On exit of the contract, we review with the customer what data is required to be exported and the deletion process that RIVIAM will undertake. Following a meeting with the customer, RIVIAM will provide any additional costs to meet their needs.
• Documentation accessibility standard: WCAG 2.2 A

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: RIVIAM's UI is designed to be responsive and will operate on any HTML5 compliant browser.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Users are able to configure the pathways, workflow steps and service available.
• Accessibility standards: WCAG 2.2 A
• Accessibility testing: Performed with online testing tools. Public facing tools undergo testing with user groups and via customer representative groups.
• API: Yes
• What users can and can't do using the API: RIVIAM has an open API which allows customers to interface with data and information.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: RIVIAM services are flexible and can be customised to support the operational needs of our customers. Customers can customise the branding/information/referral form fields on referral forms. Workflow pathways, service lines and steps can be configured.

Scaling

• Independence of resources: RIVIAM is based on a service orientated architecture. This means that not one component can slow the whole system. If a certain customer is using more resources, that service can have increased resources assigned. RIVIAM uses a channel architecture that divides web user traffic from mobile traffic and interfacing traffic.

Analytics

• Service usage metrics: Yes
• Metrics types: Each month RIVIAM will provide the customer with a service management report that confirms activity and any specific KPIs that have been agreed as part of the onboarding. This process is lead by our Customer Success Manager.
• 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: None

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:
  • 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
  • Data Erasure

Data importing and exporting

• Data export approach: RIVIAM is based on modern database and interfacing technologies and is able to export data in most open formats. We work with our customers to determine what is needed to export data.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: RIVIAM is available 24 hours a day 7 days a week and has a 99.95% SLA. There are a number of components to RIVIAM that are monitored to provide availability statistics.
• Approach to resilience: RIVIAM operates on AWS cloud services in the London Region making use of their three Availability Zones within this region and their resilient Well Architected Framework.
• Outage reporting: Customers are informed via email if there are any service issues and are kept up to date with resolution actions.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: RIVIAM provides role based access that allows customer to control access to the service.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials certification
• Information security policies and processes: As part of RIVIAM's Information Security Management framework, there is an Information Security Policy that is followed by the organisation. We are compliant with the NHS Data Security and Protection Toolkit.; ; Any issues are reported to a director of the company for resolution as described by the policy.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: RIVIAM has a change process and operates a Change Control Board that is managed under its Information Security processes.; Within the development cycle RIVIAM utilises Git and GitHub private repositories to manage code and publish to live environments.; ; From development, code goes into a test environment to user testing supported by Jira for bug tracking.; ; There is a release management process that involves reviewing the code changes in the release and ensuring they are part of the expected release. Modules and libraries are checked to ensure they are well used and the sources are identified.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: A third party automated penetration service is used to attack all public access points into RIVIAM. Every 2 weeks, reports are automatically provided with the scores and issues found.; Patches are checked automatically every 24 hours and automatically applied to instances where its been assessed there will be no operational impact. Otherwise, where instances are assessed to have updates reviewed, and review cycle is applied. ; Attack information is provided from internet threat services and also now from the NHS security alert service.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: RIVIAM deploys a number of monitoring techniques, including full log monitoring.; RIVIAM utilises host intrusion detection service OSSEC on all its servers to ensure that they are not compromised. Also, RIVIAM utilises security protection services provided by AWS.; If a compromise is found our policy is to isolate and then delete the impact instance. RIVIAM responds immediately to protective alerts.
• Incident management type: Supplier-defined controls
• Incident management approach: RIVIAM operates an incident management process and policy. When an incident is identified, our customer success team co-ordinate the response involving RIVIAM's production team. We will analyse the cause of the incident, and if it's a critical incident, what the immediate resolution plan is. Customers are communicated with, and the action plans are implemented with continual communication with customers.; Users can report incidents using the support@riviam.com email address.; The identified customer manager is kept up to date with resolution to the incidents.
• Post-quantum cryptography secure: Yes

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: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 60454dba-7b7e-41ef-9ba9-fa1ad599b6c8
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8ded9123-4935-475a-ab4d-f46eb330ef29
• 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • 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 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
    • Volunteering opportunities for staff
    • 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
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • 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
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • 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)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • 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
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits 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
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 hello@riviam.com. Tell them what format you need. It will help if you say what assistive technology you use.