Alcove

Alcove Care Technology

Support independent living for vulnerable users. Provide secure and rapid deployment of IOT technology (Communications/Sensors). Defer the need for residential care. Generate cashable efficiencies in supported living environments. Improve safeguarding and quality of life. Mobile working for care and support teams. Behavioral analytics to reduce formal care.

Features

• Real-time reporting
• Activity / behaviour monitoring
• Remote access
• Care visit tracking and recording
• Audit history of care worker activity
• Personalised Notifications and SMS alerts
• Customisable web-based app / Android IOS apps
• Secure Whitelisted Video calling / Conferences
• Compatible with assistive in-home and wearable technology
• API integration services

Benefits

• Gather concise and actionable data from multiple devices
• Optimise and triage care services
• Deploy workers more efficiently and effectively
• Create cashable cost efficiencies
• Enhance safeguarding for service users
• Inform dynamic care planning
• Use analytics to create actionable intelligence and measure impact
• Reduce social isolation and empower circles of care
• Use data to create and implement preventative interventions
• Support self-management and behaviour change strategies

£25 to £1,000 a licence a week

• Free trial available

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

Framework

G-Cloud 14

Service ID

142085034518088

Contact

Customer Care Team
02039661121
hello@youralcove.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Support limited to hardware supplied by Alcove.; On occasions the cloud based software is updated, when this is undertaken the client is notified via email /SMS. The sensors do require battery changes every 6 - 12 months depending on usage, the client will be provided with battery packs and shown how to change batteries. The other constraint is internet access is required and Alcove can provide 4g connectivity if internet connectivity is not available.
• System requirements:
  • Modern browser
  • Android or IOS for Mobile applications
  • Modern version of Windows
  • Camera and Mic access for Video call functionality

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Incidents are logged by clients by email or phone; ; ; Mon – Friday 9am – 7pm; Weekends – 10am – 2pm
• 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: Alcove provide a technical account manager for all customers, the support levels is broken down in there levels;; ; Bronze - remote support only ; Silver - remote support and train the trainer support for all on-site work ; Gold - all remote and on-site support provided.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Alcove helps users to use the service by providing onsite and online training, we have a community area where it is easy to access to video "how to.." tutorials, along with guides, prompts best practise cards.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: On request and in a format to be agreed in line with GDPR and DPA 2018. Further protocols are made available during the DPIA as needs for clients are not statis.
• End-of-contract process: Decommissioning to include cancellation of all services and data access. Any additional data collection or reporting requirements to be agreed at an additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Access to the data is achieved via Portal (Web Browser) which can be accessed via a browser on desktop (Windows/Linux) and native applications for IOS and Android for communications via video and voice and to manage alerts that have been setup for the service.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: The landing page can be customised, the users can set up the alerts and request access to the systems for monitoring purposes, the system has numerous rules that when invoked will send an alert/ notification to specific responders. All configuration is achieved using digital forms that the users complete, and any further customisation is agreed with client depending the requirements. Alcove is a software based business and as such can modify or add features based on the requirements and the need of the clients/ users.

Scaling

• Independence of resources: Multi-tenanted solution; Separate portals for large customers; Terms of agreement with Microsoft Azure cloud service provider. The ecosystem is designed and built in such a manner that component resources can be increased or decreased at a push of button.

Analytics

• Service usage metrics: Yes
• Metrics types: Web portal usage statistics; Behavioural data analytics ; Staff performance monitoring
• Reporting types:
  • Real-time dashboards
  • Reports on request

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
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: Less than once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: User will complete a Subject data access request form and once their identity is confirmed, Alcove technicians will export the data and provide to the user via secure and encrypted means. Once personal data is no longer needed Alcove will deleted the data that is no longer required.
• Data export formats:
  • CSV
  • ODF
• Data import formats: Other
• Other data import formats:
  • PDF
  • Word
  • Excel
  • TXT

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 Alcove suite of application is hosted in Azure, the comprehesive list of SLA can be found at.; https://azure.microsoft.com/en-gb/support/legal/sla/
• Approach to resilience: Alcove utilise Microsoft Azure cloud service and application are compiled using Azure cloud principles. Further information is available on request.
• Outage reporting: Emails, Public Dashboard, SMS

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Verification of client identity in support channels; Adherence to Secure Systems Access Policy
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 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: At least 12 months
• How long system logs are stored for: Between 6 months and 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: Yes
• Any other security certifications: TEC Quality and TSA

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Alcove has been accredited by TEC Quality and TSA and Cyber Essentials Plus. Alcove use a DPO center to ensure that we are compliant in terms of GDPR / DPA 2018; this ensure that Alcove has compliant policies and procedures in place.
• Information security policies and processes: Alcove have policies in place that all staff are follow namely;; ; Information Security Policy ; Data Protection Policy Statement ; GDPR Training Policy ; Access Control Policy ; User Access Management ; Access Control Rules and Rights ; Alcove System Access Policy ; Bring your own device ; Alcove IT Usage Policy ; Alcove Incident Management Policy ; Alcove Change Management ; Privacy Procedure ; Subject Access Request Procedure ; Retention of Records; Data Protection Impact Assessment Procedure ; Personal Data Breach Notification ; Consent Procedure ; Data Subject Consent form; Withdrawal of Consent procedure; Data Subject Consent withdrawal form; Privacy Notice ; Information Security Classification Guidelines ; Secure Disposal of Storage Media; ; All data protections related issues are reported to the dedicated Data Protection Officer and dedicated email account, the DPO follows the GDPR and DPA2018.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Users configuration changes are applied at the request of the user. Change can be received via email or phone call to support team. System wide changes are logged; impact assessment is undertaken to scope the change and it affects. Once the IA is complete the change is reviewed by the change board prior to implementation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Microsoft Azure access the vulnerability level with the Azure cloud service, Alcove applications are coded to best practices for Azure cloud platform, and if a vulnerability is identified it is recorded and an impact assessment is undertaken to understand the scope of the vulnerability. All vulnerability patches are applied as soon as the development cycle is completed, i.e. regression tested, unit and system testing passed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We utilize Microsoft Azure monitoring with specific rules that create alerts via email and sms if breached. Responses are carried out by system administrators as the alert is acknowledged.
• Incident management type: Supplier-defined controls
• Incident management approach: Pre-defined processes for common events; Disaster recovery plan; Incident reporting template; Incident tickets generated and written reporting plus meeting where scale of incident requires; ; User reports incidents via support lines, telephone and email and incident updates are sent to user via email of updates are provided via a phone call.

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

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

  Fighting climate change

  Alcove Technology, like any other tech company, has various avenues through which it can contribute to the fight against climate change. Here are several ways Alcove Technology make a difference:; ; Energy-Efficient Products: Alcove Technology design and manufacture energy-efficient products, such as servers, networking equipment, or consumer electronics. By reducing energy consumption during product use, the company can help customers lower their carbon emissions.; ; Remote Work Solutions: Alcove Technology develop and promote solutions that enable remote work and virtual collaboration. By reducing the need for physical commuting and office space, these technologies can help lower greenhouse gas emissions associated with transportation and building energy use.; ; Environmental Monitoring: Alcove Technology uses sensors and monitoring systems for environmental applications, such as air quality monitoring, damp mould and heat. These technologies can help Clients, businesses, and communities make informed decisions to mitigate and adapt to climate change.; ; Carbon Footprint Tracking: Alcove Technology uses software for tracking and reducing our carbon footprint. This helps our business measure, manage, and reduce their greenhouse gas emissions across their operations, supply chains, and products.; ; Eco-Friendly Supply Chains: Alcove Technology work with suppliers to improve the sustainability of its supply chain. This involves sourcing materials from environmentally responsible suppliers, reducing waste and emissions in manufacturing processes, and promoting fair labour practices.; ; Education and Awareness: Alcove Technology uses its platform to raise awareness about climate change and promote sustainable practices among its employees, customers, and stakeholders. This includes providing training, resources, and incentives for reducing energy consumption, recycling, and adopting eco-friendly lifestyles.; ; By leveraging its expertise and resources, Alcove Technology can play a significant role in combating climate change and building a more sustainable future.

  Covid-19 recovery

  Alcove's Videocarephone device was instrumental in supporting COVID-19 recovery efforts in several ways:; ; Remote Patient Monitoring: The Videocarephone facilitates remote patient monitoring, allowing healthcare providers to monitor patients' vital signs, symptoms, and overall health remotely. This is particularly beneficial for COVID-19 patients recovering at home or in isolation facilities, enabling early detection of complications and timely intervention.; ; Telehealth Consultations: The device supports telehealth consultations between patients and healthcare professionals, reducing the need for in-person visits and minimising the risk of virus transmission. Patients can easily connect with doctors, nurses, or mental health professionals for routine check-ups, follow-up appointments, or counselling sessions from the comfort of their homes or use Alcove's virtual care service.; ; Family Communication and Support: The device enables patients to stay connected with their loved ones during isolation or hospitalisation. Family members can make one-touch video calls to check in on patients, offer emotional support, and coordinate care arrangements. This helps alleviate feelings of loneliness and isolation, promoting mental well-being and faster recovery.; ; Community Outreach and Support: Alcove collaborates with healthcare organisations, government agencies, and community groups to deploy Videocarephone devices in underserved or vulnerable communities disproportionately affected by COVID-19. These devices can facilitate outreach initiatives, connect residents with essential services, and provide support for managing COVID-19-related challenges.; ; Data Collection and Monitoring: The device can collect valuable data on patients' health status, usage patterns, and outcomes, supporting epidemiological research, healthcare planning, and public health decision-making during the COVID-19 pandemic and beyond.; ; By leveraging the capabilities of the Alcove Videocarephone device, Alcove played and continues to play a crucial role in supporting COVID-19 recovery efforts, improving patient care, and promoting health and well-being in communities affected by the pandemic.

  Tackling economic inequality

  Alcove can certainly contribute to tackling economic inequality among older and disabled adults in several ways:; ; Affordable Communication: Alcove's technology, such as the Videocarephone, can provide affordable and accessible communication tools for older and disabled adults. By offering cost-effective options for staying connected with loved ones, accessing healthcare services, and engaging with their communities, Alcove helps mitigate the financial burden associated with traditional communication methods.; ; Access to Healthcare Services: Alcove's technology can bridge the gap in access to healthcare services for older and disabled adults, particularly those living in underserved or remote areas. By facilitating telehealth consultations, remote patient monitoring, and access to health information, Alcove ensures that individuals with limited mobility or resources can still receive quality care without the need for expensive travel or in-person appointments.; ; Community Support Networks: Alcove can facilitate the creation of community support networks where older and disabled adults can connect with peers, share resources, and access mutual aid. By fostering a sense of belonging and solidarity, Alcove helps combat social isolation and strengthen social bonds, which are essential for addressing economic inequality and promoting collective empowerment.; ; Accessible Information and Services: Alcove ensures that its technology is designed with accessibility features that accommodate the diverse needs and preferences of older and disabled adults. By prioritising usability, inclusivity, and user-centered design, Alcove makes it easier for individuals to access information, services, and opportunities that can improve their economic circumstances.; ; Overall, Alcove has the potential to be a powerful ally in the fight against economic inequality among older and disabled adults by providing affordable communication tools, access to healthcare services, employment opportunities, financial management resources, community support networks, and accessible information and services.

  Equal opportunity

  Alcove can certainly contribute to tackling economic inequality among older and disabled adults in several ways:; ; Affordable Communication: Alcove's technology, such as the Videocarephone, can provide affordable and accessible communication tools for older and disabled adults. By offering cost-effective options for staying connected with loved ones, accessing healthcare services, and engaging with their communities, Alcove helps mitigate the financial burden associated with traditional communication methods.; ; Access to Healthcare Services: Alcove's technology bridges the gap in access to healthcare services for older and disabled adults, particularly those living in underserved or remote areas. By facilitating telehealth consultations, remote patient monitoring, and access to health information, Alcove ensures that individuals with limited mobility or resources can still receive quality care without the need for expensive travel or in-person appointments.; ; Employment Opportunities: Alcove supports economic empowerment among older and disabled adults by providing opportunities for remote work or freelance opportunities through its platform. By offering flexible work arrangements that accommodate varying abilities and schedules, Alcove enables individuals to earn income and participate in the workforce on their own terms, thereby reducing economic inequality.; ; Community Support Networks: Alcove facilitates the creation of community support networks where older and disabled adults can connect with peers, share resources, and access mutual aid. By fostering a sense of belonging and solidarity, Alcove helps combat social isolation and strengthen social bonds, which are essential for addressing economic inequality and promoting collective empowerment.

  Wellbeing

  Alcove contributes to creating wellbeing among its users through various means:; ; Social Connection: Alcove's technology, such as the Videocarephone, facilitates easy and meaningful communication between users and their loved ones, reducing feelings of loneliness and isolation, which are detrimental to wellbeing. By fostering social connections, Alcove helps users feel supported, valued, and connected to their communities.; ; Health Monitoring: Alcove's platform integrates health monitoring features that enable users to track their physical and mental wellbeing. This includes monitoring vital signs, medication reminders, and mental health check-ins, empowering users to take proactive steps to maintain their health and wellbeing.; ; Access to Healthcare Services: Through telehealth consultations and remote patient monitoring capabilities, Alcove enables users to access healthcare services conveniently from their homes. This improves access to care, reduces barriers to healthcare, and promotes early intervention and treatment, contributing to better health outcomes and overall wellbeing.; ; Safety and Security: Alcove's technology includes safety and security features, such as emergency response buttons and fall detection sensors, that provide users and their caregivers with peace of mind. By promoting safety and independence, Alcove enhances users' sense of security and wellbeing in their living environments.; ; Community Engagement: Alcove facilitates community engagement and participation by connecting users with local events, activities, and support groups. By fostering a sense of belonging and social inclusion, Alcove enhances users' wellbeing and strengthens community ties.; ; Feedback and Support: Alcove can actively solicit feedback from users and caregivers to continuously improve its technology and services. By listening to user insights and addressing their needs and concerns, Alcove demonstrates its commitment to supporting users' wellbeing and satisfaction.; ; By integrating these features and services into our platform, Alcove creates a holistic approach to wellbeing that addresses users' physical, mental, and social needs, ultimately enhancing their overall quality of life.

Pricing

• Price: £25 to £1,000 a licence a week
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Full service can be used for 6 weeks and 100% refunded if not happy with the service.

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