DEEP-MEDICAL LTD

Outpatient flow tool

AI tool to help scheduling of outpatient appointments

Features

• DNA predictions
• Patient engagement
• outpatient flow tool
• coordination of care
• multichannel communications
• Coordination of Non-Emergency Patient Transport

Benefits

• increased clinic utilisation
• reduced health inequalities
• reduced waitlist
• release of funded capacity
• improved access to care
• personalisation of care

£100,000 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 ben@deep-medical.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

136229564815734

Contact

Benyamin Deldar
07562232906
ben@deep-medical.ai

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: SMS appointment reminder services
• Cloud deployment model: Private cloud
• Service constraints: Nil
• System requirements:
  • Data warehouse
  • Patient administration software

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 1 working 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: Onsite support
• Support levels: Implementation support, email helpdesk and 9-5 calls for 2 months provided within standard licence and onboarding costs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: At Deep Medical, we understand the importance of ensuring our users can effectively utilise our services from the outset. To facilitate this, we offer a comprehensive range of training options tailored to meet diverse user needs. Our training approach encompasses onsite training sessions conducted by experienced professionals, providing hands-on guidance and support in the actual operational environment. Additionally, we offer virtual training sessions for remote users, ensuring accessibility and flexibility. For those who prefer self-paced learning, we provide online training modules accessible anytime, anywhere. Moreover, our offline training packs contain detailed user documentation, instructional guides, and troubleshooting resources, empowering users to navigate our services independently.; ; Central to our training methodology is the "train the trainer" model, where designated individuals within organisations undergo in-depth training to become proficient in using our services. These trained individuals then act as internal champions, disseminating knowledge and best practices to their colleagues, fostering a culture of self-sufficiency and continuous learning within the organisation. Overall, our multifaceted training approach ensures that users receive the support and resources they need to confidently and effectively integrate our services into their workflows, ultimately maximising the value they derive from our solutions.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: When the contract concludes, users can request the extraction of their data, including personally identifiable information (PII), in line with our data retention policies. As per our standard practice, we securely retain user data, including PII, for a period of six months following the end of the contract. During this time, users maintain access to their data and can request its extraction as needed.; ; To initiate the data extraction process, users can submit a formal request through our designated platform or contact our customer support team directly. Our team then takes prompt action to facilitate the extraction of the user's data, ensuring compliance with data protection regulations and privacy standards.; ; Throughout the extraction process, we prioritize data security and confidentiality, employing encryption and secure transfer methods to safeguard sensitive information. Users have the option to specify their preferred delivery format and structure for the extracted data, enabling seamless integration with their systems.; ; By adhering to our data retention policies and providing transparent procedures for data extraction, we aim to uphold the trust and confidence of our users while ensuring compliance with regulatory requirements.
• End-of-contract process: At the end of the contract, several processes are set in motion to ensure a smooth transition for our users. Firstly, users have the option to renew their contract for continued access to our services, subject to mutually agreed terms and conditions. Alternatively, if users decide not to renew, they can initiate the end-of-contract procedures.; ; Upon contract expiration, users retain access to our services for a specified grace period of 4 weeks, allowing them to finalize any ongoing activities and extract their data as needed. During this period, users can also engage with our support team for assistance with data extraction, account closure, or any other queries related to the termination of their contract.; ; We ensure transparency regarding pricing and any additional costs by providing detailed information in our service agreements and pricing plans. Our sales representatives are available to clarify any queries related to pricing and help users make informed decisions based on their budget and business needs.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Deep Medical provides a secure user interface via web browser. The interface includes details of predicted attendance at outpatients clinics and intuitive workflow tools to manage clinic and patient scheduling effectively. Interactive data insight and reporting tools are also available for administrators, together with common administrative functionality for managing users and system access.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Deep Medical’s product interfaces are delivered through a modern web browser using standards-compliant code, to ensure compatibility with a wide range of assistive technology tools.
• API: Yes
• What users can and can't do using the API: Surface likely no-show/Did not attend appointments slots ; Surface likely short notice cancellation slots
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can integrate our solutions to their communications solutions to target communications. Admins can set user privileges. The AI model is also customised to local data. Control of the model and its sensitivity and specificity are also customisable. Safety features of the model are also controlled and customised by the Admin

Scaling

• Independence of resources: We ensure uninterrupted service by rigorously testing scalability and managing infrastructure robustly:; ; Load testing: Simulate varying user activity levels.; Scalable architecture: Dynamically allocate resources.; Auto-scaling: Automatically provision resources based on demand.; Redundancy: Deploy redundant systems for high availability.; Monitoring: Continuously monitor performance and user activity, proactively addressing issues to maintain optimal service levels.

Analytics

• Service usage metrics: Yes
• Metrics types: Attendance rates: We track the percentage of scheduled appointments that patients attend; Co-arrival of patient rates: This metric measures the frequency of multiple patients arriving simultaneously for their appointments; Utilisation: We analyze the utilisation of clinic resources, such as appointment slots.; Cancellation rates: We monitor the rate at which appointments are canceled; Health inequalities impact: Our platform assesses the impact of health inequalities on appointment attendance; Logging in features: Our system logs user activity, providing an audit trail of actions taken within the platform
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Cisco Webex, Uber Health

Staff security

• Staff security clearance: Staff screening not performed
• 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: Yes
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: At the end of the contract, users can request a data export through an SFTP (Secure File Transfer Protocol) transfer. This process ensures the secure and efficient transfer of their data to the designated recipient.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • FIHR/HL7
  • NHS Foundry

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: We aim for 100% availability during UK business hours. We have out of hours email support services
• Approach to resilience: We use AWS cloud infrastructure to minimise single points of failure. We test service restoration processess to ensure rapid recovery from outages. We have a business continuity policy which is a living document that is managed by our data, tech and infosec teams.
• Outage reporting: We have inbuilt dashboards within our web based application to report service outages. In addition to this, we have integrated communications notifications with our databases to further notify team members in the event of an outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are protected through the same security architecture as other users utilising a role-based permissions model once a user is authenticated with our platform.; ; All support requests are via our customer service channel and require positive identification of the requestor before sharing information.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: Between 1 month and 6 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: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • Other
• Other security governance standards: Cyber Essentials Plus
• Information security policies and processes: We have an extensive infosec system designed around NHS DTAC and Cyber Essentials plus compliance. This process is owned by a board member and is externally audited annually.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow a systematic process for all application development including robust automation testing. All significant revisions are subject to architectural review including for security.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Our security posture is informed by close discussion and monitoring by our retained information security partner. We have policies around patching and maintenance schedules and subscribe to vulnerability alerts from all third party vendors and components in our technology stack.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We employ a third-party information security consultant for protective monitoring. Our processes include:; ; Identifying potential compromises through real-time monitoring and anomaly detection.; Responding promptly to potential compromises with incident response protocols.; Acting swiftly to investigate and mitigate incidents, adhering to predefined response timeframes.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management processes are robust, documented, annually audited and structured:; ; Pre-defined processes: We have established protocols for common events, ensuring swift and effective responses.; Reporting incidents: Users report incidents through our designated channels, including a dedicated support portal and contact points.; Incident reports: We provide detailed incident reports to affected users, outlining the nature of the incident, its impact, and the actions taken for resolution

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

  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity

  Covid-19 recovery

  As of May 2024 there are 6 million patients waiting for outpatient care. Throughout the year there are 12 million appointments which go missed or cancelled under short notice. Deep Medical Schedules uses AI to predict who and where those capacity gaps are to allow for dynamic scheduling. Ensuring that the right number of patients are booked each week and that the right number of patients seen.

  Tackling economic inequality

  Despite having over 12 million patients cancel under short notice or miss their appointments the NHS has one of the best attendance rates in the world. This is largely due to the adoption of robust reminding services. The remaining patients who struggle to access care are significantly from the lowest 20% of society as well as struggling from other health inequalities such as travel times, poor transport, language and cultural barriers. ; Deep Medical Schedules identifies these patients using AI and has proven explainability as to why they are struggling to attend vital healthcare. These systems are integrated with communications tools and transport solutions that help address the barriers patients face. AI is deployed to understand, personalise and target communications and transport solutions to better drive equitable access to care. This has been proven to further reduce DNA rates by 30% more than standard messaging while significantly impacting the most deprived and therefore improving access to care while reducing health inequality.

  Equal opportunity

  Deep Medical Schedules works to ensure everyone has the same opportunity to care. With waitlists for outpatients at 6 million and over 12 million missed and cancelled under short notice slots, Deep Medical Schedules works to unlock those capacity gaps while using cutting edge communications and logistics AI to ensure patients get the best opportunity to attend hospital care.

Pricing

• Price: £100,000 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 ben@deep-medical.ai. Tell them what format you need. It will help if you say what assistive technology you use.