IESO DIGITAL HEALTH

ieso Digital Health (UK) Ltd

Provision of online, digitally enabled therapy in the form of typed and video cognitive behavioural therapy (CBT). For patients with common mental health conditions, including anxiety and depression. Appointments delivered one-to-one with BABCP accredited therapists, including sessions out of hours.

ieso adheres to NICE guidelines and NHS Talking Therapies manual.

Features

• Online typed/video cognitive behavioural therapy (CBT) delivered by clinicians
• Appointments available to book within days of referring
• Session transcripts and audio available for life
• Therapy appointments available 6am - 11pm Monday to Sunday
• Online appointment booking system, with reminder SMS/emails
• 600+ BABCP accredited therapists
• Updating of patient management systems with clinical data and correspondence
• Integration with IAPTUS
• Waiting list support, self-referral pathways, assessment and Step 2/3 treatment
• Compliant with NICE guidelines and NHS Talking Therapies (IAPT) manual

Benefits

• Quick access, no long wait times
• No need to travel or take time off work
• Patients book appointment times to suit their availability
• Service flexibility and discretion means increased, ongoing access to therapy
• Increased courses of treatment and improved outcomes
• Flexible, additional capacity supports with fluctuating workforce and patient demand
• Multiple care pathways to maximise the impact of introducing ieso
• Reduced internal resource burden through accessing ieso's fully managed service
• ieso deliver proven mobilisation plan to ensure quick, effective launch
• Activity and marketing support to meet patient volume requirements

£7.00 a unit

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

Framework

G-Cloud 14

Service ID

168945490692906

Contact

Julie Lloyd
01223 752795
contracts@iesohealth.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: We integrate with the NHS IAPTUS system via PRISM.
• Cloud deployment model: Private cloud
• Service constraints: N/A
• System requirements:
  • Suitable device e.g. phone, tablet, laptop
  • Wifi, 3G, 4G, 5G

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Email support is provided, responses provided within 1 working day
• 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: Ieso provides technical and administrative support to all patients where required, from pre-referral to treatment completion. They can also contact our Patient Services team via email or telephone Monday to Friday 9am to 5pm with any queries related to their care. ; ; All support is free of charge.; ; Each NHS customer has a named Account Manager who has overall responsibility for the contract. They will be involved from mobilisation, overseeing the launch and then providing ongoing, long-term support.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Patients are provided with step by step instructions when signing up for the ieso service. They also have access to guidelines to explain what therapy is and how to use the therapy platform.; ; Patients can email and call our Patient Services Team for technical support, if required. ; ; Where a service sends ieso referrals, we provide online training for clinicians in addition to supporting materials with clear instructions on how to refer suitable patients.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Patients continue to have access to their transcripts and recordings even once discharged from our care.
• End-of-contract process: Referrals cease, ieso continues to treat patients to completion and provide associated performance reporting. ; ; ieso retains a record of care provided, patients have access to limited version of their record as well as transcripts/audio of all sessions.

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: Some pages are large in real estate and so the UX is optimised for a desktop experience. These are mainly back office applications/services. For patient experience, UX is optimised for both desktop and mobile experience
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: It is an online, proprietary built therapy platform for the delivery of typed and video-enabled CBT therapy with a therapist.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We carry out testing of the assisted technologies to ensure they work with our clinical delivery platform.
• API: Yes
• What users can and can't do using the API: Users cannot interact with API
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Patients cannot customise our service. ; Customers may have the option to customise additional information we collect about patients. We customise service and patient facing marketing materials, as well as letter templates. ; All clinical and operational processes are agreed in line with local requirements.

Scaling

• Independence of resources: Our service is designed to ensure quick, increased access to talking therapies. ; ; We manage capacity through regular planning and modelling to ensure all demands are met across all of our contracts at all times. We have a network of 600+ affiliate clinicians that we can scale up as required, depending on the needs of our customers and patients. This includes ensuring that of hours appointments can be provided, including weekends.

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly Activity and Outcomes Reports based on NHSE Talking Therapies key metrics. ; Contract spend versus budget.
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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: A third-party destruction service

Data importing and exporting

• Data export approach: Patients can export their session transcripts and download them from our therapy platform.
• Data export formats: Other
• Other data export formats:
  • PDF
  • Mp4
  • Microsoft Word
  • Text
• Data import formats: Other
• Other data import formats:
  • PDF
  • Microsoft Word
  • Text

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
  • Other
• Other protection between networks: Private and Public networks; * Secure P2S VPN (TLS) for Private network access; * Inbound/outbound firewall IP rules/restrictions for Public networks; * Encryption at rest; * Cloudflare WAF
• Data protection within supplier network: Other
• Other protection within supplier network: * Inbound/outbound firewall IP rules/restrictions for public networks; * Least privilege role-based access controls for developers; * PIM + approval checks

Availability and resilience

• Guaranteed availability: Ieso's service is based on supporting our customers to increase fast access to evidence-based treatment. We adhere to the NHS Talking Therapies waiting times guidelines, as committed to in our contracts. We do this in four main ways: ; ; 1. Treatment availability - offering times to suit the patient. Our network of clinicians deliver therapy 6am to 11pm Monday to Sunday. ; ; 2. Once registered, patients can use our choose and book tool that allows them to book slots within a minimum of two days.; ; 3. We maintain a network of 600+ clinicians that we can scale up to meet increasing demands. ; ; 4. We have a robust capacity management process in place in which we continuously monitor supply and and demand across all of our NHS contracts. ; ; Our pricing and billing points are based on providing courses of treatment, as agreed in our contracts alongside budgets. We monitor actual courses of treatment throughout the term of the contracts to ensure patient target numbers are met.
• Approach to resilience: Resiliency is offloaded to Cloud provider (Azure). For example, databases are supported using multi-region HA resiliency, point-in-time snapshots and DR protocols and procedures as per ISO 27001 requirements. Further information is available on request
• Outage reporting: Dashboards. API uptime checks. 24/7 on call support. Alerts triaged via Opsgenie. Notification automatically routed via mobile, SMS, Email and Slack based on priority.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: Only essential personnel have access provided. We use PIM in management interfaces.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: No audit information available
• Access to supplier activity audit information: No audit information available
• 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: SGS
• ISO/IEC 27001 accreditation date: 08/03/2017
• What the ISO/IEC 27001 doesn’t cover: Medical device, covered by ISO13485, for which we are also certified
• 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 Data Security and Protection Toolkit

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 Plus; NHS Digital Data Security and Protection Toolkit
• Information security policies and processes: We have an ISMS aligned to the ISO 27001 standard and a Quality Management System (QMS) in place for ISO 13485. There is a dedicated Head of Risk and risks/information security are regularly discussed by the Executive Leadership. ieso understands the needs of the NHS and its business, including objectives, risk tolerance, regulatory requirements and any unique security challenges. The governance approach is tailored to meet these needs.; ; We always aim to align to industry best practices around policy development, continuous improvement, compliance and regulatory alignment and security awareness training.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Compliance with ISO 9001 & ISO 27001
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Compliance with security standard ISO 27001 and Cyber Essentials Plus. Threat information is provided by internal vulnerability scanning using Microsoft Defender for Cloud, and via external pen-testing.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We are signed up to the NCSC Early Warning System. Monitoring is in place across Entra/Azure in order to identify any security incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident Management process aligned to ISO 27001.

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: Yes
• Connected networks: Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  ieso is participating in the ieso Digital Health Limited group sustainability project. The project began in June 2021 when Michael Black, an executive board director, was appointed as the Net Zero Lead. A cross-functional Environmental, Social and Governance (ESG) working group was established with the initial objective of setting up a framework for ESG reporting. We were supported by the Good Economy Limited, a sustainability advisor.; ; We believe that our CO2 emissions are relatively low since all of our therapy is delivered remotely and we are not involved in the processing or logistics of physical products. We are currently developing a detailed Net Zero plan. We are following the guidance suggested for SMEs by The Carbon Trust. We are committed to halving our emissions by 2030 and reaching Net Zero by 2050. We have begun by measuring our Scope 1 and 2 emissions which are relatively low since all therapy is delivered remotely and we are not involved in the processing or logistics of physical products. We have identified a number of sources of Scope 3 emissions such as IT hosting, employee commuting and business travel. We are working on ways to measure these emissions whilst identified reduction methods. We have already introduced a number of initiatives to support employees to reduce their emissions from travel, including an electric vehicle scheme and cycle to work scheme. We are also investigating carbon offsetting programmes to enable us to reach carbon neutrality. ; ; The main challenge faced is in developing robust and transparent measurement protocols for indirect emissions. We welcome input from our partners as measurement standards. We are also very open to collaborative working in this area to assist both the NHS and its supplier network in achieving their Net Zero goals so we can benefit from sharing experiences in this area.

  Equal opportunity

  ieso is committed to encouraging equality and diversity among its workforce and eliminating unlawful discrimination. The aim is for ieso’s employees to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best. The organisation - in providing services and/or facilities - is also committed against unlawful discrimination of clients. Our Equality and Diversity Policy has been provided, and applies to all Employees, Consultants, Contractors and Clinicians employed or engaged by Ieso. ; ; The policy’s purpose is to: ; ; - Provide equality, fairness, and respect for all who work with us, whether temporary, part-time, full-time, or self-employed. ; ; - Not unlawfully discriminate because of the Equality Act 2010 protected characteristics of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origin), religion or belief, sex (gender) and sexual orientation. ; ; - Oppose and avoid all forms of unlawful discrimination. This includes in pay and benefits, terms, and conditions of employment, dealing with grievances and discipline, dismissal, redundancy, leave for parents, requests for flexible working, and selection for employment, promotion, training, or other developmental opportunities. ; ; - Make opportunities for training, development, and progress available to all staff, who will be helped and encouraged to develop their full potential, so their talents and resources can be fully utilised to maximise the efficiency of the organisation Decisions concerning staff being based on merit (apart from in any necessary and limited exemptions and exceptions allowed under the Equality Act). ; ; - Review employment and engagement practices and procedures when necessary to ensure fairness, and also update them and the policy to take account of changes in the law. ; The equality policy is fully supported by senior management.

  Wellbeing

  By nature of our service, ieso supports the health and wellbeing of our customers, employees and communities. ; ; ieso delivers one-to-one typed CBT online as part of the NHS Talking therapies program. Therapy is delivered by our network of affiliate clinicians. Whilst the service is offered to the local population presenting with mental health problems treatable in primary care, the NHS Trust's employees can also access treatment with ieso anonymously as part of the contract. Supporting the Trust's workforce to significantly reduce patient waiting times and better manage patient volumes means we can also help to reduce the pressure on the services' clinicians.; ; We support the health and wellbeing in our contract workforce through a range of initiatives: ; ; - Our network of clinicians work remotely at home and choose their hours of work, including total hours worked per week based on their flexible caseload. ; - We offer employed staff a range of benefits, including discounted gym membership, PMI, access to a GP online, employee assistance programme with access to CBT, and a cycle to work scheme. ; - At our head office we offer Mental Health First Aider workshops to all staff as well as an 'introduction to CBT' as part of induction. ; - A healthcare cash plan is available to all employed staff to help reimburse some of the costs associated with dental, optical and alternative physical health treatments (acupuncture, physiotherapy etc). ; - Line Managers encourage flexible ways of working across their teams, including the ability to work condensed hours and varying start/end times.; - Employed staff are encouraged to take an hour for lunch each day and to incorporate outdoor exercise in to their working day.

Pricing

• Price: £7.00 a unit
• Discount for educational organisations: No
• Free trial available: No

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