VITALHUB UK LIMITED

MCAP

MCAP is a clinical utilisation review solution that applies evidence-based criteria supporting decisions on the appropriate level of care. Suitable for inpatient beds, caseload management and RTT waiting list validation, it identifies patients ready for discharge, validate waiting lists and improve flow. MCAP can be delivered as an audit service.

Features

• Identify if patients have a criteria to reside
• All patients are assessed on individual needs at board rounds
• Pre-built clinical criteria to assess appropriateness of care
• Automatically accommodates co-morbid and co occurringconditions
• Includes medical, surgical and mental health primary/secondary needs
• Records reasons for delay even if deemed appropriate to reside
• Also includes rehabilitation care, crisis services and substance disorder criteria
• Records the most appropriate next stage of care for patients

Benefits

• Proven to double the number of medically fit for discharge
• Removes the variation in discharge readiness decisions
• Based on clinically evidenced criteria to provide assurance to users
• Reduces Length of Stay
• Reduces patient delays
• Identifies areas for improvement to support patient flow
• Identifies common backlogs
• Can be linked to capacity planning
• Supports Red 2 Green and SAFER

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

Framework

G-Cloud 15

Service ID

158244955546930

Contact

Mr. Colin Garrod
+442045833142
operationsuk@vitalhub.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: The service is constrained by the client's available up/downstream bandwidth. Also reliant on ADT HL7 Messaging for patient admissions, transfers, discharges, and updates.
• System requirements:
  • The solution requires use of modern web browsers
  • Appropriate connectivity to the PAS system for patient HL7 messaging
  • Internet connectivity with available up/downstream bandwidth

User support

• Email or online ticketing support: Yes
• Support response times: Immediately by Email
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We use the Freshworks web chat widget, which is already designed to meet core accessibility standards such as keyboard navigation and screen‑reader compatibility. Our testing has focused on validating that these features to work as expected for our users. While we haven’t run formal sessions with assistive‑technology users, we rely on Freshworks’ accessibility compliance and supplement it with our own practical checks to confirm usability.
• Onsite support: Yes
• Support levels: Priority and timescale; P1 (High): Full system outage – no users at all can use the system. Resolve 4 hours.; P2 (Medium): Partial system outage – a significant number of users are affected: Resolve: 1 business day; P3 (Low): Minor – a handful of users or a part of the system is not working to Specification: Resolve 3 business days; P4 (Query) : Minimal impact: Resolve 20 business days
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: VHUK has a consultative approach to implementation and ongoing system support. This involves working with key client clinical and administrative staff and having a single point of contact for each and providing welcome packs to make everyone aware of the recommended project plan from the start, including key stakeholders. We do buy-in sessions to ensure that all staff is aware of the benefits of the use of the system, and, during these sessions, show examples of previous use and potential opportunities for improvement.; We work with the team to give project updates for senior management teams and we discuss the ongoing use and problems and help coordinate the development of an action plan (usually both clinical and administrative). We also work with our clients to ensure that they understand all the data that can be available from our reports and how such data can pinpoint current problems and lead to an understanding of potential solutions.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Under the control of the user via the web interface data can be extracted to alternate storage. Alternatively, an encrypted export can be transferred to a location of the customers choosing via SFTP
• End-of-contract process: Export of encrypted data is included in the service. Once the data has been exported the infrastructure/ database in use is decommissioned and the data is destroyed.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: MCAP is delivered as a complete application, and customers receive training in user administration. Consequently, MCAP user onboarding and offboarding are incorporated into the customer’s own internal processes.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface allows for the transfer of the following ADT messages using the standard formatting:; ADT-A01; ADT-A02; ADT-A03; ADT-A08; ADT-A11; ADT-A12; ADT-A13; ADTA40
• Accessibility standards: None or don’t know
• Description of accessibility: The user interface is tested to ensure compliance is maintained and conforms with WCAG 2.1 A and above standards
• Accessibility testing: None
• API: No
• Customisation available: Yes
• Description of customisation: Users can customise the view of the task list, reports, and dashboards. Users can also set individual preferences to configure the landing page for the application and the filters within the task list and dashboard. Custom fields can be included to store additional information in the Encounter, Review or for the Patient. Customisation of the service interface can be used so that custom fields are populated from the message. Customer specific Reason and Delays can be configured for use within the Reviews.

Scaling

• Independence of resources: We use AWS EC2 instances which allows scalability beyond anything that would be required for MCAP

Analytics

• Service usage metrics: Yes
• Metrics types: Usage metrics are logged and viewed in the backend logs
• 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: 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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest: Other
• Other data at rest protection approach: Database TDE Encryption
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: There are a number of options for data export. Review data can be exported directly from the reporting module into Excel/CSV format. Reports and Dashboard can be exported to PDFs.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel
• Data import formats:
  • CSV
  • Other
• Other data import formats: HL7

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: 99.95% uptime guarantee SLA on MCAP for Cloud offerings.
• Approach to resilience: We operate from highly available data centres (Tier 3), within each data centre, the actual cloud platform is deployed using enterprise grade infrastructure. Single points of failure have been eliminated using techniques such as load balancing, clustering, RAID, and dynamic routing.
• Outage reporting: We run a major incident process, and any outages are reported via SMS/email or our dedicated support desk

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: The user will first be required to enter a username and password. After that, they will be redirected to the multi-factor authentication page, where three options will be available: Email, SMS, or Authenticator App. The user must select one of these methods and complete the authentication process. Once the verification is successful, the user will be able to log in.
• Access restrictions in management interfaces and support channels: Control measures are in place within the web interface and underlying software, these are tested through regular vulnerability assessments by an accredited provider.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Limited access network (for example PSN)
  • Other
• Description of management access authentication: The user will first be required to enter a username and password. After that, they will be redirected to the multi-factor authentication page, where three options will be available: Email, SMS, or Authenticator App. The user must select one of these methods and complete the authentication process. Once the verification is successful, the user will be able to log in.

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials, Cyber Essentials plus, DSPT organisation code 8JF22, ISO9001, ISO14001
• Information security policies and processes: Security policy, access control policy, asset management policy, classification of information policy, compliance policy, cryptographic policy, HR process, information security incident management, medical policy, mobile device and networking policy, network security management policy, operations workflow, operations security policy, organisation of information security, physical and environmental security, supplier relationships policy, systems acquisition and development policy, business management operational objectives, individual user agreement, non-conformance, customer feedback, internal audit procedure, change control procedure, design control, major incident process, business continuity plan, problem management procedure, document management procedure, contact review process, supplier review process.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: VHUK follows ISO 27001 & 9001, CE+, GDPR, & SOC‑aligned configuration & change management processes. All configuration items & service components are maintained in the corporate CMDB, with approved baselines applied & monitored for compliance.; All changes to infrastructure, applications, & configurations follow a formal ITIL‑based Change Management process, including logging, risk assessment, testing, review, & approval. Security & privacy impacts—such as PHI/PII, access control, vulnerabilities, & availability—are mandatory considerations.; Compliance is ensured through mandatory training, local control ownership, continuous monitoring, audits, CAB oversight, evidence collection, incident review, & corrective action tracking, ensuring controlled, secure, & auditable changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All servers are covered by a comprehensive monthly patching and maintenance schedule. Any important or urgent patches are applied out of schedule, with important patches within 2 weeks of a patch becoming available, and critical patches within 24hrs. Patches are always applied to Dev, Test and Demo environments first to prevent issues with production environments.; Servers are actively monitored by a variety of tools including Spiceworks which highlight out of date software version numbers to the internal support team for action.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use tools to monitor logs and highlight potential compromises; anything discovered will be raised to a priority one ticket in our system and responded to within 1 hour. if there has been a compromise this will be remediated and logged as a security incident in our ISO 27001 based business management system in order that it is treated to prevent recurrence.
• Incident management type: Supplier-defined controls
• Incident management approach: VHUK follows an ISO27001 and CE+ aligned Incident Management Policy and Procedure to ensure incidents are reported, assessed, and resolved promptly to maintain secure and available services. All incidents must be reported immediately to management or the InfoSec Team. Incidents are logged with full details and initial actions taken. The InfoSec Team assesses severity and coordinates containment, eradication, and recovery, with high risk incidents escalated in line with corporate timeframes. Security incidents are recorded pursuant with ISO27001 procedures to support tracking, root cause analysis, corrective actions, and prevention of recurrence. Corporate Security provides oversight, with VHUK responsible for local compliance.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

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: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bristish Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 30 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Wednesday 30 July 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 6a42672e-b586-48b2-b6c9-f1f6c81c8129
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 42ba2f56-2d16-4cb1-925a-0d87644122b9
• 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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

  • 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

  • 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

    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Plans for positive actions with community groups.

  • 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
    • 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

  • 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
    • 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
    • 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

  • 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 issues relating to entering the contract workforce

  • 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

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