Miya Integrated Care Record

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: Alcidion offers an extensive product suite of which the Miya Record is a component. It can be deployed as a stand-alone module or in conjunction with other capabilities. It provides the patient context for other management capabilities to support individualised care delivery.
Cloud deployment model: Public cloud

Private cloud

Community cloud

Hybrid cloud
Service constraints: The recommended approach for deployment is Alcidion Cloud meaning that customers do not have the responsibility for supporting components. Alcidion takes responsibility for the ongoing maintenance and currency of the solution and all supporting software.
System requirements: Provided via Alcidion Cloud

Accessed via Web browser

IOS and Android apps provided for specific use cases

User support

Email or online ticketing support: Email or online ticketing
Support response times: Priority 1
Response time - 30 minutes
Target resolution time - 4 hours
Compliance Target >90%

Priority 2
Response time - 1 business hour
Target resolution time - 2 business days
Compliance Target >90%

Priority 3
Response time - 1.5 business days
Target resolution time - 5 business days
Compliance Target >85%

Priority 4
Response time - 3 business days
Target resolution time - 15 business days
Compliance Target >85%
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: No
Onsite support: Yes, at extra cost
Support levels: Alcidion provides customers a Support Service 24/7*365 days per year. The customer will have provision for 1st Line Support; these designated contacts will be granted access to our online helpdesk system to raise requests to the Support Service, provide updates as needed and monitor progress through to resolution.

Our support system is an implementation of the highly rated Freshdesk system, user training will be provided to the customer. The system recognises severity levels, each with their associated SLA that “tickets” are monitored against. The priority of an issue is defined in the SLA. The Service Desk team are routinely available for Severity 1 issues 24/7 *365 days per year, and Monday-Friday (excluding public holidays) 9am-5:30 pm BST for Severity 2, 3 and 4 issues. For Severity 1 issues, the customer's designated contacts are advised to raise support requests through the toll-free telephone number as well as via the online helpdesk system. The portal provides a full history of a support ticket. Users can collaborate on the resolution of the issue at hand.

All Customers will have access to an Account Manager and will have continuous support throughout the term of the contract. All cost information is provided during competition stage.
Support available to third parties: No

Onboarding and offboarding

Getting started: As part of implementation Alcidion provides a “Skills Transition Plan” and associated training. Training supports the transfer of the Miya solution skills from the implementation team to staff. This is usually done with a ‘Train the Trainer’ approach. The plan identifies:
• The roles that will be adopted by the Customer
• The pre-requisites expected, for each role, to allow Skills Transition to take place
• The skills to be transitioned
• Methods of skills transfer
• Supporting documentation
• Order, timing and location

The Skills Transition Plan is designed to dovetail with the agreed implementation approach, the phased implementation plan and the overall deployment plan.

The Plan enables the staged reduction in the Miya implementation resource, in line with the project’s implementation resourcing model, and ensures ongoing “self-sufficiency” in the capabilities needed to complete the implementation and support Miya in use across the Customer site.

Typically, if a Customer goes for a one-to-one basis, each individual user (or small group of similar users) could have their training delivered in 30-45 mins.

However, if they deliver this training in large groups, and need to provide a broader demonstration of the system, it could take up to 1.5 hours per session.
Service documentation: Yes
Documentation formats: PDF
End-of-contract data extraction: Alcidion will document an Exit Plan that will include the following artefacts:
• List of handover documentation
• Data extract details
• Transition Out Checklist
• Pro-forma Transition Out schedule
• Roles and responsibilities for Transition Out process
• Transition Out governance framework
• Template of monthly SLA reporting
• Alcidion Connect Customer User Guide
• Client Operations Support Guide, which includes the help desk and escalation procedure.
• Web certificates and their expiry dates
End-of-contract process: Alcidion's aim is to ensure all data and documentation is handed over to the Trust in a format that is usable and understandable. Alcidion will provide a draft exit plan when required, which will include the below details:-
• List of handover documentation
• Data extract details
• Transition Out Checklist
• Pro-forma Transition Out schedule
• Roles and responsibilities for Transition Out process
• Transition Out governance framework
• Template of monthly SLA reporting
• Alcidion Connect Customer User Guide
• Client Operations Support Guide, which includes the help desk and escalation procedure.
• Web certificates and their expiry dates

The established Transition Out checklist will be used to determine that all activities associated with the Transition Out have been completed. It will provide the record of handover and acceptance.

The Authority Transition Project Manager will meet with the Transition Project Managers from each Contractor to ensure that all concerns and issues have been met and addressed appropriately. Once the Authority Transition Project Manager has formally accepted the Transition Out, the checklist and supporting documentation will be signed and accepted by the customer as per local approval procedures.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: The solution is available via desktop, pc, table and mobile device options. In some instances the type of information is tailored to the device due to the form factor and real estate available. For example, summary information is provided on a smartphone device due the display options whereas more detail can be reviewed via a desktop, pc or tablet display.
Service interface: No
User support accessibility: WCAG 2.1 AA or EN 301 549
API: Yes
What users can and can't do using the API: Miya Precision is a native FHIR event based platform that is designed from the ground up to facilitate interoperability. Integration with other systems is facilitated via APIs that are supplied to allow system integration, data extraction and context launching.

The platform approach is designed to interoperate with other systems. While FHIR is the native messaging format, the solution will accept, issue and transform messages in HL7 v2.x as needed to establish integration with third party systems. Further, where possible, we support bi-directional integration while maintaining the provenance of the data.
API documentation: Yes
API documentation formats: PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Miya Precision is a highly configurable solution and as part of the implementation Alcidion will work with the customer to configure the solution to their business needs.

During the implementation, training will be provided in the range of configuration tools available so that customers can maintain the solution post go-live. Examples include a noting editor that is used to create and maintain clinical documentation templates; a dedicated configuration tool to manage the layout of the patient journey boards; and access to a near real-time data store to inform local reporting requirements.

Scaling

Independence of resources: The Miya Precision solution has been architected to support scalability. We undertake regular load and performance testing to validate this capability. Details of the recommended infrastructure and how the solution will support this scale, will be provided for each individual customer request. Miya Precision has been deployed in environments of varying size from one trust to multiple facility sites and we do not foresee any issues in scaling to the size required.

Analytics

Service usage metrics: Yes
Metrics types: Miya Precision includes a range of analytical dashboards that provide insight into operations. Further, the solution is deployed with standard performance reports that address various components of management and operations. Additionally, customer access to Miya Reporting, the data store provided, means that additional reporting can be created by the customer as required.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

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
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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest: Physical access control, complying with another standard
Data sanitisation process: No
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: The solution allows customers to extract data into a data warehouse in any format required.
Data export formats: CSV
Data import formats: CSV

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)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Alcidion's solutions are architected and designed to be highly available. Infrastructure is deployed on Alcidion Cloud backed by our industry partners within the UK datacentre. This enables the utilisation of different availability zones, any outage to an availability zone will not impact the system, and all components within the architecture are replicated across these availability zones to improve resiliency and availability of the entire system which allows the environment to be highly available and in most cases up to 99.95% uptime.

Response times are as per the Service Definition below:

Priority 1
Response time - 30 minutes
Target resolution time - 4 hours
Compliance Target >90%

Priority 2
Response time - 1 business hour
Target resolution time - 2 business days
Compliance Target >90%

Priority 3
Response time - 1.5 business days
Target resolution time - 5 business days
Compliance Target >85%

Priority 4
Response time - 3 business days
Target resolution time - 15 business days
Compliance Target >85%
Approach to resilience: Alcidion product set has been architected to allow a fully Business Continuity resilient solution, this is dependant on the implementation decisions and full details will be shared on request.
Outage reporting: Alcidion provide email alerts for any outages of the solution.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Username or password
Access restrictions in management interfaces and support channels: Alcidion products contain RBAC controls, so only authenticated users will be able to access and us system management and configuration tools.
The Alcidion support portal also has access based controls, so only appropriate access is granted to users as part of the onboarding and support process.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

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: User-defined

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: Yes
Any other security certifications: NHS Digital Data Security Protection Tool Kit

Currently in the process of being certified to ISO27001

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: Alcidion is committed to data standards and cyber security through the organisation with these being key components of all there policies and processes. Along with complying with NHS Digital’s Data Security and Protection toolkit, Alcidion comply to appropriate ISO standards including ISO 13485 and 27001. Alcidion requests all employees to complete a compliance check on an annual basis. This reminds all Alcidion employees of their obligations and commitments to Information Security and Data Protection. As part of this process, confirmation of review it is documented on the Alcidion register.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Alcidions change management process aligns with the customers process and is aligned with with ITIL. All change management is reviewed against a DCB0129 process.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Alcidion has implemented a number of processes across the organisation that apply not only to their own internal solutions, but for customer solutions as well. As part of Cyber Essentials Plus accreditation identifying threats and responding to them is part of that process, to ensure that action is taken within 14 days of being identified. Identification of threats come from a number of sources, including partnerships with o/s providers.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Alcidion products have a number of proactive monitoring tools to identify any faults and compromises, these will alert appropriate support channels for action and as part of the incident management process these will responded to within the agreed Service Level agreements.
Incident management type: Supplier-defined controls
Incident management approach: Alcidion has implemented ITIL based incident management process for an implementation. This includes reviewing common incidents (escalating to problem management if they are recurring), investigation and resolution.
Any implementation will have access to the Alcidion support system portal for reporting incidents and reporting is available as part of this system.

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)

Social Value

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Alcidion is committed to achieving Net Zero emissions by 2050. We comply with all applicable legislative, regulatory and other environmental requirements with respect to fighting climate change.

A positive impact on patients and reducing the reliance that hospitals have on paper-based processes are at the core of what we do via the adoption of digital ways of working. This transition has a direct impact on the unnecessary use of paper.

As an organisation driven to help digitise patient pathways and traditional paper-based processes with our customers, Alcidion also digitises our own internal process flows wherever possible, such as payroll, performance reviews and contracting. We centralise our document management and storage to streamline workflows and remove duplication.

Further wherever possible our internal systems are cloud-based, and our customer recommendation is cloud-first, which avoids the need for onsite servers and optimises the use of necessary technology.

We have taken steps to reduce the carbon intensity of our travel and commuting including carbon offsets for flights globally and salary sacrifice for electric vehicle purchase. We have recently implemented an Electric Company Car scheme which has seen significant take up. We continue to support remote working. We apply a selection criterion to determine our office locations including the proximity to public transport and the availability of low emission electricity options.

We seek to minimise environmental waste and reduce energy consumption in our offices by recycling plastics/tins/paper and using low-energy consumption machines and lighting. Further, we encourage our staff to identify opportunities for us to improve our performance.

As this is an existing initiative, we have established a process to monitor and report our progress. While many of the tactics are managed locally, oversight is provided by our Environment Social and Governance (ESG) Steering Committee which reports directly to the Board.

Covid-19 recovery

No other vendor in the market today has proven integrations with all the necessary components required to produce a fully populated platform to allow the various layers of the healthcare system to make informed decisions about how to manage their COVID-19 pressures. Many solutions publicised to date have addressed certain aspects, such as ingestion of virtual home data, but none can incorporate the full spectrum of needs from hospital, to home, and back. Below is a high-level view of all the integration points and workflows which Alcidion facilitates: 1. Integration with labs, patient administration, etc. 2. Patient assessments, outcomes, data, with optional decision support back to patient via patient apps 3. Optional integration with Bluetooth biometric data 4. Two-way integration with clinicians in hospital and community via web and Miya MEMRe app (see visual below) 5. Population monitoring dashboards for nursing staff monitoring patients both out-of-hospital and in-hospital 6. Two-way integration with EMR, if present, and other systems, including, as applicable: a. Integrating out-of-hospital data and Bluetooth biometric data b. Sharing calculations of deteriorating patient data such as Between the Flags (BTF) and Early Warning Scores (EWS) c. Sharing other scores that can be calculated aligned to hospital standards in Miya Precision or in the EMR.

Tackling economic inequality

Alcidion’s Diversity, Equality and Inclusion (DEI) Plan, Belonging@Alcidion, includes strategies to increase the representation of employees from diverse backgrounds including:
• Gender equality.
• Ability, which can be impacted by a disability, long-term health condition or mental health and well-being issue.
• Indigenous Australians.
• Māori & Pasifika Peoples.
• Cultural, racial and ethnic diversity.
• Mature age employees.
• LGBTIQA+.

Alcidion provides opportunities for employees to maintain and develop capabilities, assisting them in achieving their career goals and ensuring that we have a workforce that can be deployed to successfully deliver our business strategy. We provide a budget that is distributed between centrally provided professional development, manager directed development and external programs. In this context, Alcidion is committed to providing support for managers with respect to development planning for their direct reports. We provide development opportunities such as:
• Time during work hours to undertake professional development activities.
• Study leave.
• Funded professional development activities including apprenticeships and graduate schemes.

Alcidion already accepts work experience students that form part of an education or training course (secondary or tertiary) or community-based placement and this could be extended to encompass the apprenticeship program. We ensure that all requirements are met concerning internal policies, requirements of the education setting which the student attends and local legislation. Work experience students receive induction, orientation and support upon commencement of their placement, including work health and safety.

Alcidion is focussed on the well-being of its employees. We provide benefits and opportunities to enhance the team’s work/life balance and support them both personally and professionally.

Alcidion continually tracks and measures the outcome of its initiatives. This is achieved through reporting and analysis of data from the HR System, to view and measure important metrics such as diversity, growth, retention, headcount, career development and absenteeism.

Equal opportunity

Alcidion’s Diversity, Equity, and Inclusion (DEI) Plan, Belonging@Alcidion, includes strategies to increase the representation of employees from diverse backgrounds. Priorities include:
• Gender equality.
• Ability (disability, long-term health condition, or mental health and wellbeing issue).
• Cultural, racial, and ethnic diversity.
• Mature age.
• LGBTIQA+.
Alcidion accepts students in work experience programs who receive induction, orientation, and support, including health and safety. Placements are overseen by a manager to ensure students receive relevant learning experiences.
Alcidion provides opportunities for employees to maintain and develop capabilities, assisting them in achieving career goals and ensuring a workforce that can be deployed to successfully deliver our business strategy.

Alcidion provides a budget, distributed between central professional development, manager-directed development, and external programs.

Alcidion ensures employees have development goals in place each year and aims that these are actioned before performance reviews are completed.

Alcidion supports the 70-20-10 model which describes the optimal sources of learning:
• 70% real-life and on-the-job experiences, tasks, and problem-solving.
• 20% collaboration, feedback, observing, and working with peers and mentors.
• 10% formal training.

Alcidion is committed to providing support for managers with respect to development planning for direct reports.
Alcidion has provided these development opportunities:
• Time during work hours to undertake professional development activities.
• Study leave.
• Fully and partially funded professional development activities.

Alcidion makes reasonable adjustments to ensure workers with disabilities or physical or mental health conditions, are not substantially disadvantaged. A reasonable adjustment could involve making changes to:
• Workplace.
• Equipment.
• Ways of working.
• Ensure information is in an accessible format.

Workers are encouraged to ask for support with reasonable adjustments so they continue to be successful in their roles. Any adjustments are agreed, recorded, and reviewed in case changes need to be made.

Wellbeing

Alcidion is a company which is focussed on the wellbeing of our employees. We believe they are our most important asset, and we offer benefits and opportunities to enhance our team’s work/life balance and support them both personally and professionally.

Alcidion offers flexible work practices that support work/life balance and family responsibilities, including hybrid working, flexible start and finish times, public holiday swap, early finish on summer Fridays, volunteer leave and working from almost any location in the world for up to 10 days every year.

Our employees enjoy an annual wellbeing allowance, wellbeing leave, counselling services for employees and their families, virtual fitness classes and flu vaccinations, as well as access to various health services and schemes specific to their location. Our comprehensive private medical insurance and life assurance provide coverage for our people to stay healthy and safe.

Alcidion uses a continuous listening tool, Workday Peakon Employee Voice (Peakon), to provide employee engagement insights and measure sentiment around health and wellbeing.

Alcidion gives workers access to trained first aiders. Each First Aid Officer holds a current accredited approved first aid certificate and receives adequate training to ensure that their First Aid certificates remain current.

Alcidion recognise the benefits of Mental Health First Aid training and have empowered key people to spot signs of mental ill health and offer first aid support. Managers have previously completed 'Line Manager Mental Health Awareness' training. By improving mental health skills, confidence and access to support, the training assists in reducing stigma, increasing wellbeing, and encouraging people to thrive at work.

Pricing

Price: £1,169,230 a unit a year
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Miya Integrated Care Record

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents