DDM HEALTH LIMITED

Gro Health

Gro Health is an evidence-based behaviour change platform that tackles non-communicable diseases by addressing the 4 key pillars of health (modifiable risk) - mental wellbeing, nutrition, sleep and activity. Gro Health is a MHRA-regulated Class I Medical Device with CE mark, QISMET certified and available in 6 languages.

Features

  • Patient centered goal identification and setting
  • Structured education in 4 areas: nutrition, sleep, mental wellbeing, activity
  • Unlimited coaching support from Health Coaches to keep members accountable
  • Tailored activities/resources to culture, budget, preferences and behaviours
  • Track health including weight, activity, sleep, mood, and more
  • Connect popular wearables: FitBit, Apple Health, Google, Garmin and Withings
  • Tailored daily support with curated news, Q&A, and live classes
  • Clinical dashboard providing remote monitoring and bi-directional communication
  • COVID-19 support with 11-module COVID-19 education series
  • Implementation and engagement support led by DDM Clinical Team

Benefits

  • Safely augments traditional treatment pathways for patients
  • Published health outcomes demonstrating significant patient benefit
  • Demonstrated reduction in stress, anxiety and depression scores
  • Structured education tailored to gender, age, ethnicity and dietary preferences
  • Localised for BAME communities and delivered in Punjabi, Hindi, Arabic
  • Health coaching to support patients 24/7 in real-time
  • Implementation and engagement support (supporting patients and healthcare professionals)
  • Healthcare professional onsite and digital training
  • Real-time population health dashboard for clinician use
  • Face-to-face and digital healthcare professional education/training

Pricing

£99 a licence a year

  • Education pricing available
  • Free trial available

Service documents

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 arjun@ddm.health. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

1 6 4 0 1 1 9 9 6 7 9 1 8 0 3

Contact

DDM HEALTH LIMITED Arjun Panesar
Telephone: 03301330307
Email: arjun@ddm.health

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
There are no service constraints other than a minimum operating system (OS) and software level requirements. Minimum OS requirements are: iOS9 and above, Android 4.3 (Jellybean) and above, and web browsers requirements are: Internet Explorer 9+, Edge, Google Chrome or Mozilla Firefox.
System requirements
  • IOS: iOS9 or above
  • Android: Android 4.3 (Jellybean) or above
  • Web: Internet Explorer 9+, Google Chrome or Mozilla Firefox

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times are within 3 working hours during the week, and within 6 hours on weekends. Working hours are 8am - 6pm Monday to Friday, and 10am - 5pm on weekends.
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
Web chat is available through a ticketing system and also on the platform. The platform has been tested with assistive technology such as screenreaders and validated to work as expected.
Onsite support
Yes, at extra cost
Support levels
To ensure that full implementation is successful the programme includes service support provided by DDM to ensure that healthcare professionals (HCPs) in primary and secondary care are trained in how to use Gro Health with their patients. All organisations receive a Healthcare Partnership Manager (Account Manager) to oversee technical queries, implementation, engagement and sustainability, available at all times.

Implementation support includes implementation, engagement and sustainability training and resources. A major component of this is to provide comprehensive training for healthcare professionals according to their requirements and the needs of their patient population. This would entail primary care/secondary healthcare professionals attending a workshop(s) locally which will be delivered by experts to enable carers to provide the appropriate care and support to the patients using the Gro Health platform.

Extensive training, support materials and healthcare professional community are also available through the digital Gro Health HCP online e-training/learning platform.

DDM Medical Officers will also work with the surgery and/or CCG to develop a suitable programme of direct patient engagement using appropriate communication channels for the local community.

Implementation support costs are variable based on the number of patient licences purchased and also the number of people involved in on-site training.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Users starting the service are supported by extensive implementation and engagement support provided by DDM's Medical Team to ensure that healthcare professionals in primary/secondary care are equipped and confident to use the programme with their patients. The Healthcare Partnership Manager is liason for all concerns.

Getting started is simple:

1. Healthcare professional training: Training for healthcare professionals is delivered according to the requirements and the needs of the local patient population. This entails primary care healthcare professionals attending a workshop(s) locally delivered by experts to enable carers to provide the appropriate care and support to the patients using the Gro Health. A digital platform provides healthcare professional training and resources for healthcare professional/patient engagement.

2. Select audience: DDM Medical Officers will also work with the surgery and/or CCG to develop a suitable programme of direct patient engagement using appropriate communication channels for the local community.

3. Engagement training: onsite and digital training on how to enrol users onto the platform, how to use the platform and physical resources to support users.

4. Onboarding: Enrolment of patients into the platform with near real-time population feedback.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
There is a Population Health Management Dashboard where users can extract data for all of their users. Data can also be passed back directly via secure channels.
End-of-contract process
Included in the price is unlimited access to all Gro Health features, healthcare professional training/onboarding, patient activation/referral materials, regular webinars, account management, and app updates.

At the end of the contract, surgery/CCGs can extend the contract offering if desired. If not, members enrolled on the Gro Health platform will be informed that their service access is coming to an end.

Users will be presented with three options - to subscribe for the service to continue their membership, to not subscribe for the service but remain as platform members (users can upgrade at any time), or users can delete their account.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Other
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Desktop services provide user account/membership features only. Desktop service has a larger interface and works with screen readers. Desktop service is WCAG 2.0 AA compliant.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Service interface allows users to explore education, community support, behaviour change coaching, personalised resources, activities, workouts, yoga classes, meditations, the user help area, support area, and explore frequently asked questions. The service interface meets WCAG 2.1 AA.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Service interface has been tested by users with visual impairments with a BETA test group of 5,000 users. It has been tested with popular screen readers to ensure accessibility.
API
No
Customisation available
Yes
Description of customisation
Buyers can customise education received by patients (i.e. all areas of health: nutrition/sleep/activity/mental wellbeing - or a subset of these areas) to their local health economy - cultures, available foods, goals, languages and medical settings. Bespoke education can be created for local communities. Education, support and resource development will be led by the Healthcare Partnership Manager in conjunction with the buyer.

Scaling

Independence of resources
Gro Health's technical platform architecture has been developed such that additional load to the service does not impact other users. Full load testing, penetration testing and security testing is conducted regularly. A scalable private cloud is used that upgrades the amount of resource (CPU, RAM, nodes) being used by the platform, so users aren't affected by other users' demands.

Analytics

Service usage metrics
Yes
Metrics types
Engagement and health metrics are provided on all patients who opt-in/consent to having their data shared. Data is aggregated unless individual data sharing has been opted-in to.

Engagement level data shows: total number of vouchers issued, activation rates, completion rates and in-app time. Demographic data also available which includes location and surgery details.

Health metric data shows: weight change, mental health marker change, nutrition, HbA1c change, mood change and changes in medication and health status.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

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

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 Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Buyers can see population data on a Population Health Dashboard which is provided to buyers seperately to manage their population's health. CSV/TXT/Excel data exports to the buyer as requested. Users can export their patient data from the platform itself by requestin this from the Help and Feedback area of the app.
Data export formats
  • CSV
  • Other
Other data export formats
  • TXT
  • XLSX
  • XLS
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • 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
Service level agreements with all providers of resources guarantee 99.99% availability and uptime. Users are refunded with extra hours/days of access to the platform to compensate for any unavailable time.
Approach to resilience
All providers operate SLAs with guaranteed availability. Datacentre setup resiliency is led by Senior Management Team (including CDO, CEO, COO, CTO, CIO). The system has been designed for resiliency as a MHRA-approved Class I Medical Device with CE mark. The system complies with Mobile Application Security Verification Standard (MASVS) Level 2+R and WCAG 2.0 Level A and WCAG 2.0 Level AA compliance. Sensitive, personal data is not stored on the device. Datacentres are optimised to deal with load using a load-balancing system which operates to optimise the physical resources required to meet user demand and load. Datacentres have physical and digital security, including 24/7 security. All datacentre data is backed up daily. The architecture has been evaluated by cyber-security experts and confirmed as being resilient.
Outage reporting
There is a public dashboard to report service outages for all areas of the platform. Email and notification alerts are also sent to service users in case of outage, alongside social media posts.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Management interface and support channel access restriction is ensured through monitored access to channels, with user logins and discussions archived for integrity analysis. Access is restricted to username/password credentials, with 2 factor authentication to ensure the user stated is the user using the interface/channel.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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
At least 12 months
Access to supplier activity audit information
Users receive audit information on a regular basis
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
British Standards Bureau
ISO/IEC 27001 accreditation date
23/02/2022
What the ISO/IEC 27001 doesn’t cover
All data service areas covered by ISO27001. First certified in 2019.
ISO 28000:2007 certification
No
CSA STAR certification
Yes
CSA STAR accreditation date
20/12/2021
CSA STAR certification level
Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover
Everything is covered with CSA STAR (there's not a part outside of the scope of CSA Star).
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • IASME Governance
  • ISO 9001 certification
  • ISO 27001 certification
  • ISO 20000 certification
  • DTAC certified

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
Information security policies and processes
DDM employ numerous security policies and processes in place including but not limited to: Clinical Risk Management Policy, CE Mark Policy, Information Security Policy, Corporate Social Responsibility Policy, Data Protection and IG Policy, ISO27001, ISO9001 and Complaints Procedure.

Any feedback/queries regarding any of the policies and processes is sent to the DPO immediately and if required this is escalated into a response meeting, rather than waiting for our monthly company wide meetings. Quarterly management meetings are held in order to review and update all organisational policies. Roles and responsibilities are clearly demarcated within each policy and process, along with the reporting and maintenance cycle.

All bugs, feedback and incidents are immediately reported into internal communication software to CEO, CTO, CDO, CIO and COO (Management Team). Weekly meetings enforce policies with CTO, CIO and CDO reporting to COO and CEO. All users are trained on joining DDM on technical, security and medical issues and informed of processes and policies. Only 2 employees have access to user data, otherwise data is shared in anonymised format. All data access is logged and policies and processes reviewed every 3 months. CDO, Management Team and Medical Officers review policies and processes quarterly.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
All feature requests and updates are discussed in weekly meetings, which are minuted. New features and updates are evaluated by DDM Medical Panel to determine clinical and technical hazards. All risks and hazards are listed and component evaluated. Components that pass clinical and technical governance are placed on digital project boards and tracked from development through to user evaluation. Finished components are archived and updated with any bugs or features. All new technical features follow UAT Testing Procedure, including testing all data storage and transfer security.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Potential threats to services are assessed in terms of clinical and technical impact by the entire Engineering Team. Any threats regarding safety, including data security and immediately prioritised. Patches are deployed with 48 working hours of identification. Threats will be identified from UAT (regression, unit testing, etc), BETA testing, third-party organisations (penetration testing), real-time usage and clinical evaluation alongside news from security websites and resources. All bugs, exceptions and crashes are reported in real-time and patched within 48 working hours.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Potential compromises are identified through weekly log analysis, expert testing, UAT testing, BETA use and real-time usage. All data access requests and logged with only 2 employees with appropriate credentials. Software that monitors data packets in/out of the architecture is constantly on and can be used to identify compromises. All incidents are responded to within 4 business hours. When a potential compromise is found, all data access and credentials are changed, IP whitelists and blacklists are updated and appropriate bodies (including ICO, MHRA), and subjects informed where appropriate.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
There are incident management processes in place for the service for common events, which are actively deployed in response to security incidents. This includes pre-defined processes are in place for responding to common types of incident and attack. Processes are robust, well tested and rehearsed. Users can report incidents through the website, social channels, within the app/platform, via email or through ticketing system. In-house AI algorithms monitor for adverse effects and clinical incidents. Incidents of relevance are reported within 5 business days of alert and provided as PDF a report.

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 v3.0)

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

DDM has a no plastic policy. Practices such as local product sourcing, utilising companies that use renewable energy sources, Fairtrade organisations, and awareness of energy reduction mechanisms support social value and policy outcomes and are noted in DDM’s social value plan and organisational policies.
Covid-19 recovery

Covid-19 recovery

DDM supports local communities to manage and recover from the impact of COVID-19 through a multifaceted approach. Firstly, DDM has an Unemployment Utilisation Plan to support community prosperity and growth of thriving local economies. Recruitment is inclusive and upholds DDM’s Equal Opportunities Policy, with remote recruitment supporting those shielding and at-home.

DDM partners with local organisations (including local Job Clubs) and uses local print advertising to ensure recruitment reaches identified target groups, including people worst affected or who are shielding and NEET young people. Remote roles enable those shielding/worst affected by COVID to achieve employment without distress or fear, and the ability for staff, suppliers, customers and communities to engage remotely supports communities to manage and recover from the impacts of COVID-19.

Virtual methods of engagement also enhance the reach and engagement with surveys, focus groups and questionnaires which supports greater numbers and representation in the co-design and collaboration processes.
DDM additionally provides mentoring for local college students (in digital/computing/business), remote access to its services and promotes awareness of local community groups (such as the South Asian Health Foundation, national services, etc.).

DDM have developed in-house Digital Skills Academy Courses and sponsor young/older people through their studies/training/re-training and provide work experience opportunities and holiday employment opportunities for local students.
Tackling economic inequality

Tackling economic inequality

A minimum of 10% of the contracted value is attracted into the area through inward investment - grants, employment of local coaches/trainers, sponsorship of local students and/or veterans for training, and reinvestment into local business/projects/causes.

DDM have developed in-house Digital Skills Academy Courses and sponsor young/older people through their studies/training/re-training and provide work experience opportunities and holiday employment opportunities for local students.
Equal opportunity

Equal opportunity

Within its social value proposition, DDM has an Unemployment Utilisation Plan to support community prosperity and growth of thriving local economies. Recruitment is inclusive and upholds DDM’s Equal Opportunities Policy, with remote recruitment supporting those shielding and at-home.
Wellbeing

Wellbeing

The benefits of the app itself provide social value as improved mental wellbeing, weight management and increased activity help modify obesity, and obesity prevalence is a significant and potentially modifiable risk factor of increased COVID-19 national caseload and mortality.

Pricing

Price
£99 a licence a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
5 free licences are provided to evaluate the service. This does not provide implementation support but enables a 14 day evaluation of the service.

Service documents

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 arjun@ddm.health. Tell them what format you need. It will help if you say what assistive technology you use.