LENUS HEALTH LTD

Digital Health Service Design

Our team work with our clients to reimagine and shape their patient and clinician-facing digital services. Placing the patient and the clinician at the centre of the process we employ lean methods to engage services owners to co-design services. User insights and ideation fuel the iterative prototyping of transformed services.

Features

• Holistic analysis of user experience including ethnographic research, context, culture.
• Services and technology audit to identify opportunities and business case
• Developed engagement with organisation service owners, stakeholders and customers
• Rapid and iterative service prototyping and co-creation workshops
• Alpha and Beta development requirements definition and budgeting as output

Benefits

• Proven lean and agile approach including rapid iterative prototyping.
• Experienced multi-disciplinary digital health service design specialists
• Inputs from service designers, technical authorities and programme specialists
• UX consultants, user-interface designers and developers inform service design
• Aligned with GDS / Digital Scotland service design approach

£10,000 to £50,000 a unit

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 13

Service ID

146908025066098

Contact

Jim McNair
0131 561 1250
jim.mcnair@lenushealth.com

Planning

• Planning service: Yes
• How the planning service works: Lenus Health offer a full planning service to support the implementation. Adopting best practice service design methodologies, we employ a range of techniques to identify our customer’s user needs and their business requirements. Lenus Health have a wealth of experience working with our clients to help them succeed by embracing the strategic opportunities that digital and the cloud offer. Lenus Health solutions are customer centred, secure, scalable and built using open standards.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: Our training service analyses your training needs and develops a tailored training plan to ensure that the training delivers the required outcomes for both the individual and the organisation. Our assessment includes: a gap analysis to understand the training needs of the organisation and the individual understanding the expectations of the organisation and individuals evaluating the training options a comprehensive training plan that describes: a recommended approach for the training the priority order for the training the timescales required for the training the resources needed to successfully deliver the training Our training formats include: Train the trainer On-site or off-site classroom-based training On-site or off-site one-to-one or one-to-many training On-site or off-site one-to-one coaching/mentoring Training manuals and documentation Recommended online courses Telephone support
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our test engineers: create test plans collaborate with colleagues to make sure the required business scenarios are covered in user story definition, acceptance criteria specifications, and acceptance test scripts create and execute functional, non-functional, performance, basic security tests and penetration testing in partnership with third-party partner write test automation scripts for regression testing undertake exploratory testing analyse problems and make recommendations based on available information measure and report on test activity, and manage defects work jointly with the support team to maintain test environments and automated regression tests work closely with ITOps engineers and software developers to reach a common understanding of the code base and test coverage, review release scripts, and write automated tests

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Security testing
  • Other
• Other security services:
  • NCSC Web Check
  • Vulnerability scanning against OWASP Top 10
  • Detectify
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Tigerscheme

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Lenus Health delivers a highly proactive and responsive support service that customers can rely on to ensure the continuous operation of their business-critical applications. We deliver continuous support and maintenance for your products through proactive improvements, monitoring and a dedicated helpdesk.; ; Our support service includes, as standard:; ; A support agreement with SLAs and response times; Access to our helpdesk with a full-time dedicated Support Manager and supporting team, providing day-to-day contact for support; Performance monitoring of applications and infrastructure to measure and alert on key performance metrics; Security monitoring to carry out regular security testing of your applications and infrastructure, to detect and fix any vulnerabilities; SSL certificate renewal monitoring to avoid any interruption to your services due to expired certificates; A named Account Manager who you can contact, should you need to, to escalate any issues or make any general enquiries; A bank of hours at a discounted rate for support hours purchased in advance

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: Response times are categorised by service request priority: Urgent: 1 hour; High: 4 hours; Medium: 8 hours; Low: 16 hours. Response times at weekends, public and bank holidays are negotiated separately.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Our ITIL-based support service is founded on a first-line, second-line, third-line support standard. The team is made up of dedicated support developers, cloud engineers and quality assurance testers. The team is focused on providing effective and efficient operational services in order to support customers on an ongoing basis and meet service levels.; ; Our standard service levels can be applied based on severity and priority. These are:; ; Urgent responded to within 1 hour; High responded to within 4 hours; Medium responded to within 8 hours ; Low responded to within 16 hours

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: No
• Other security certifications: No

Social Value

• Fighting climate change:

  Fighting climate change

  Lenus Health is committed to achieving Net Zero greenhouse gas emissions by 2045, in line with Scottish Government policy, contributing to UK Government policy of Net Zero emissions by 2050.
• Covid-19 recovery:

  Covid-19 recovery

  Lenus Health operated during the pandemic, including through provision of essential services to the NHS (software for the NHS Scotland National Notifications and Contact Tracing Service, and a long COVID study), as well as for other key public sector organisations.; ; Lenus Health recognises the impact the pandemic has had on individuals and communities and is therefore committed to creating employment opportunities to assist those looking to retrain. Aligned with our focus on wellbeing, Lenus Health is supportive in enabling workers to work from wherever they would like to work; from home, from the office, or from elsewhere, subject to project constraints that may be in place e.g., security considerations etc. and their levels of comfort in being in and around other people, should they be shielding, either for themselves, or because they live with or care for family members who are vulnerable. Measures have been implemented to support our approach to the new future of work. In the office environment, work has been done to support effective social distancing. While the office is used less frequently than pre-pandemic, there is more considered use of the facility, either for individual or team based working. We now recruit from further afield and because we have embraced full remote and hybrid working, this has assisted us in recruiting the best possible talent while also positively improving work life balance. Many projects undertaken are also aligned in helping organisations and their service users to manage and recover from the impact of COVID-19. Undertaking projects that make a difference to people and wider society has a positive impact on health and wellbeing of workers.
• Tackling economic inequality:

  Tackling economic inequality

  All workers benefit from contracts with competitive remuneration, together with a package of benefits which are designed to both attract and retain talent.; ; For example, the annual salary review policy means that all workers can expect their salary to be increased automatically, in line with increases in cost of living, without having to request it. In addition, the company operates a Profit Related Reward (PRR) scheme. Whenever the company is in profit, a proportion of the profits are shared among all workers in the form of a bonus.; ; The annual budgeting process ensures provision for investment in workforce development. Costs are covered for continuous professional development activities, access to online learning resources and attendance at events. Opportunities for development to address skills gaps and achieve recognised qualifications are discussed regularly, including during monthly one-to-one check-in meetings between workers and line managers. ; ; The intranet carries detailed role descriptions for all jobs currently filled, new jobs being created and therefore requiring to be filled in the future. This open sharing of job descriptions assists workers in identifying pathways for career progression, both within their existing team and across other teams in the business too.
• Equal opportunity:

  Equal opportunity

  Lenus Health is committed to providing a workplace where diversity, equality and inclusion are actively promoted and supported through training to tackle any real or perceived workforce inequality. We aim to contribute to the creation and maintenance of a working environment in which all individuals can make best use of their skills, free from discrimination (direct and indirect), victimisation, harassment and bullying, and in which all decisions are based on merit.; ; Lenus Health’s HR practices include:; ; 1. Conducting recruitment based on merit, against objective criteria that avoids discrimination. Shortlisting is always undertaken by more than one person and with the involvement of Human Resources.; 2. Advertising to a diverse section of the labour market. Advertisements will seek to avoid stereotyping or using wording that may discourage particular groups from expressing interest or applying. 3. Not asking job applicants about health or disability before a job offer is made.; 4. Providing equal access to training, with needs identified through appraisals. Employees are given appropriate access to training to enable them to progress within Lenus Health and all promotion decisions are made based on merit.; ; The Lenus Health HR Team maintains an overview of workforce profile which provides and overview of how diverse, equitable and inclusive our workforce is. This information is used by the Senior Management Team and the Board, to determine what actions, including individual and company-wide training, should be taken to tackle any real or perceived inequalities.
• Wellbeing:

  Wellbeing

  Lenus Health places strong importance on health and wellbeing, job fulfilment and the balance between work and family life. Lenus Health is supportive in enabling workers to work from wherever they would like to work; from home, from the office, or from elsewhere, subject to project constraints that may be in place e.g., security considerations etc. In addition, reminders are provided to workers about the importance of using all annual leave allowance. Content is regularly shared on mental health and wellbeing through internal communication channels and this is heightened during Mental Health Awareness Week when a number of activities take place every day. ; Lenus Health pays competitive salaries for all staff and the company is committed to fair and equal pay. Salaries are regularly benchmarked against industry standards and are often higher. Staff are eligible for annual performance related bonuses and automatic increases in line with cost of living. In addition, staff receive a wider benefits package including pension contributions and private health cover. Lenus Health wants its workers to do their best work, feel proud about their work and know that they have the support to enable them to feel professionally fulfilled. As such, fulfilment is a component of job design which contributes to health and wellbeing, a dimension when interviewing candidates and a point-of-discussion between workers and line managers during monthly one-to-one check-in meetings and annual progress reviews. Exit interviews for employees who leave also provide an opportunity for us to identify what we’re doing well and where further improvements can be made to ensure that support for health and wellbeing is sustained. Exit interviews regularly highlight the positive support that employees know is in place, or from which they have benefited.

Pricing

• Price: £10,000 to £50,000 a unit
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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