RUMI MEDTECH LIMITED

REMCARE - Automated Musculoskeletal (MSK) triage

REMCARE MSK triage is a customisable digital front door solution to MSK services in primary and secondary care.

The platform provides an automated evidence-based triage for MSK patients to identify patients who are suitable for digital self-management and those who need secondary care treatment, helping minimise burden on MSK services.

Features

• Remote data collection from patients
• Bespoke e-questionnaires and surveys for patients
• Automated risk stratification
• Graphical visualisation of patient outcomes
• Remote monitoring of patients
• 'On app' advice and education to patients
• Clinician alerts
• Two way messaging between clinician and patient
• Customisable platform for any MSK service
• Digital self-management for patients with MSK conditions

Benefits

• Customise clinical pathways according to patient risk profile and needs
• Improve access to rapid MSK triage, advice and guidance
• Identify and manage inappropriate referrals
• Decision making support tool for clinicians
• Improve patient empowerment and engagement in self management
• Reduce burden and improve access to face-to-face appointments
• Increase productivity
• Identify patients suitable for digital self management
• Early identification of MSK patients who are deteriorating
• Aid with net zero target

£6 to £24 a user a year

• Free trial available

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 sandeep.konduru@remcare.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

169542952854408

Contact

Sandeep Konduru
07515379010
sandeep.konduru@remcare.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None that we are aware of.
• System requirements:
  • Any desktop (Windows 10.x and above, Mac versions) with internet
  • Any mobile device with internet access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We respond within 30 minutes during Monday to Friday 9 am to 5pm. (excluding Bank and Public Holidays). ; ; Weekend support can be provided at extra cost if required.
• 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: 1. We make support available for any technical queries through our support personnel who are available through email and phone 9 a.m. to 5 p.m. Monday to Friday (excluding Bank and Public Holidays). Most queries are answered and solved within half an hour.; ; 2. Any serious degradation to the system will be addressed within 2 hours with a work around within 1 business day.; ; 3. Yes we provide a technical account manager.; ; All the above support services are included in our base price
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Before a buyer starts using the service the following steps are followed:; ; 1. Consultations with staff and patients to assess the pains and expected gains of customers. ; ; 2. Consultations on redesigning clinical pathways to alleviate pain points and create expected gains.; ; 3. Customising the REMCARE platform to suit the needs of the customer; ; 4. Design bespoke questionnaires or option for selecting from standard templates.; ; 5. Set up schedules for sending questionnaires and remote monitoring tools.; ; 6. Create decision support tools incorporating complex decision trees.; ; 7. Staff training through on site, hybrid and remote mechanisms, creating of Standard Operating Procedures (SOPs) and training videos on YouTube.; ; 8. Creating user accounts and setting permissions.; ; 9. Ongoing support, advice and educational material available after 'go live' date.; ; 10. Continuous collection of KPIs and other outcome metrics to feed into a cycle of constant iteration of the service and re-evaluation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The data can be uploaded to local host site contemporaneously as the product is being used. ; ; All data will be extracted and sent to buyers at the end of the contract in a format of their choice (pdf, excel, csv formats).
• End-of-contract process: At the end of the contract period, all user permissions are revoked.; ; Patient data can be transferred to client as per their request.; ; Patient data is stored on our systems for 5 years on our servers unless stipulated otherwise by client as per our terms and conditions and privacy policy in compliance with GDPR.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The application is completely compatible with mobile device and desktop or laptop computers. ; ; There is no difference in the functionality between mobile devices and desktop or laptop versions.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: We provide a web interface for the clinician dashboard and a Progressive web application for patients.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The app has been tested for accessibility features for users with assistive technology to allow easy access for users who have poor eyesight and assistive touch capabilities
• API: Yes
• What users can and can't do using the API: We provide user credentials for accessing our APIs which are FHIR compatible and we provide the set up for accessing our APIs. ; ; Our APIs allow read only features to allow external users to fetch data stored on our systems including patients details and further patient information.; ; APIs do not allow any changes to data stored on our system.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: We provide a platform that can be highly customised. ; ; There are several features and functionalities that can be added or deleted depending on user preference. ; ; The following are some examples of features that can be added or deleted:; ; Turn on and off 2 way communications; Certain types of questionnaire formats; Customisable meta data; Extra tabs on main dashboard; Search functionalities; Data reporting ; ; The main account holder can easily plug in and plug out these features on the master account on the system. Alternatively our support personnel can do this on request at no extra cost.

Scaling

• Independence of resources: We are an AWS cloud based service so we deploy automated scaling methodology to extend the service and increase resources required as determined by real time demand.; ; This guarantees that other users are not impacted any demand some users may place on the service.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide metrics such as uptime and service availability. In addition details regarding patient and user data can be provided. ; ; Regular performance reports for customer and support service will also be provided.
• 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 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: Managed by a third party
• 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:
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Data is stored on AWS servers which are compliant to all modern security standards.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can export their data through easy download mechanisms in pdf, excel and csv formats. ; ; Data can also be fetched through standard API formats.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Our track record confirms a service uptime of 99.95% and availability is full month of 24-hour daily operation. ; ; Support business continuity arrangements-; Fail safe mechanisms are built in. In the unusual case of primary servers failing, the load balancers will switch to the disaster recovery servers to maintain business continuity; ; Time to answer the support telephone-; We aim to answer most of the calls immediately. In case of unexpected increased demand, a call back system is in place. ; ; Abandon rate of the support telephone-; We aim for this to be less than 5%; ; Time to respond to incident-; Within 24 hours in 95% of cases. ; ; In addition we ensure regular bug fixes as and when any issues are highlighted or discovered. ; ; Time to fix incidents; ; Most incidents with an immediate work around will be fixed within 1 hour. Other issues which require further investigations may take up to 1-2 business days.; ; Service credits are offered if the above guarantees are not met.
• Approach to resilience: The resilience is provided as per the service provider (UK based AWS cloud environment). Further information is available on request.
• Outage reporting: Details about the rare occurrence of any unexpected outages is provided by email. If there are any planned maintenance schedules as determined by AWS servers, this is giving in writing in advance to customers and adequate business continuity plans will be put in place.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: We maintain different user profiles based on varying access rights. All interfaces are securely protected by a high level password without which access will be denied.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: CSA CCM version 3.0
• Information security policies and processes: We are fully compliant with the NHS Data Security and Protection Toolkit standards (DSPT), with a "Standards Met" rating for both our 2021 and 2022 submissions. ; ; We have in place a full range of information security policies and processes.

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: Any alterations to services and products are tracked in real time and recorded contemporaneously in a database by our change management team. ; ; For the entire lifecycle of the product/service and any changes that are made, a robust hazard identification and clinical risk analysis performed at the following stages:; ; Design and development; End user testing; Live deployments; ; Any risks identified are critically analysed with our Clinical Safety officer and the governance team and residual risk assessed if any before publishing a safety summary in line with DCB 0129 framework.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We perform regular Penetration testing conducted by an external CREST accredited provider. In addition our technical team regularly monitors the OWASP guidelines. ; ; Regular review of security and vulnerability issues published by NHS digital is also undertaken to keep on top of any potential threats. ; ; Once a threat or a potential vulnerability is detected relevant patches are deployed immediately and tested to ensure any issues are fixed satisfactorily.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Network level monitoring is provided through AWS. Incidents are dealt with immediately as they are identified.; We constantly monitor RSS feeds from NHS digital and other sources such as the OWASP for cybersecurity alerts and other potential vulnerabilities. This is in addition to annual external penetration testing by a reputed provider. ; Any issues/ bugs/ threats or alerts we discover are acted upon immediately if they are relevant to our system. Fixes will be deployed and retested to make sure any issues have been fixed and this cycle continues.
• 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: At the network level the AWS servers we use follow their standard incident management process in compliance with CSA CCM framework. ; ; At the system level we monitor traffic and evidence of abnormal usage on a daily basis. ; ; If any incident is identified, this is reported to the CTO and technical team and immediately triaged based on severity.; ; A root cause analysis is immediately performed on the cause and remedial measures implemented as soon as possible on a priority basis. ; ; Our business continuity management plan kicks in while the above process is ongoing.

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

  REMCARE enables healthcare providers to risk stratify patients before they enter clinical pathways. This allows identification of low risk patients who can be allotted a virtual clinic rather than a routine face to face consultation.; ; In our studies so far the hospitals using our platform have managed to convert 40-86% of appointments to virtual from face to face consultations.; ; Pre ordering of tests (made possible due to the automated risk stratification on the platform) has reduced footfall into the hospital in certain departments by a third. ; ; This saves a significant number of car journeys and is helping hospitals with their sustainability goals and promoting a Greener NHS.
• Covid-19 recovery:

  Covid-19 recovery

  The main role of REMCARE is in helping hospitals with elective recovery and reset following Covid-19. ; ; Remcare is a pathway agnostic digital solution which enables customisable remote data collection/monitoring through electronic clinical questionnaires and bespoke surveys. ; Patients can answer these questionnaires from the comfort of their homes on the Remcare app. The Remcare clinician dashboard assimilates this data to permit automated risk stratification. ; ; This allows accurate prioritisation of patients and identification of support needs while patients are waiting for treatment. The automated risk stratification sits at the centre of clinical pathway redesign allowing healthcare providers to optimise resources based on the risk profile of patients.; ; Downstream benefits of this include fewer patient appointments, reduced burden on staff, improve patient self-management, shared decision making and more timely intervention using real time data leading to improved patient outcomes and satisfaction. ; ; Accurate evidence based triage, prioritisation of patients on waiting lists and increasing productivity by reducing inefficiencies in the system are the cornerstones of a successful elective recovery programme for MSK services. ; ; Digital transformation of clinical pathways with Remcare has shown to increase patient throughput by up to 25-40% in some departments.
• Tackling economic inequality:

  Tackling economic inequality

  The clinical pathways process maps with REMCARE have been designed to identify and address health and economic inequalities. ; ; This is done by:; ; 1. Identifying patients at risk of health/economic inequality - The questionnaires patients fill on the Remcare app will also collect the following details about every patient:; ; demographic, occupational and income status, ethnicity, sexual orientation, homelessness and care home residence, etc. to identify patients who at risk of health inequalities. ; ; 2. Improving access to health care - Patients from certain socio-demographic characteristics also have poor access to healthcare. ; ; We aim to use our PPI consultations to gain further information regarding how technology can be used to improve health care access especially to these marginalised sections (for eg: allowing patients to send messages to clinicians via the app, give them open access to request a clinic appointment, etc). ; ; These will be incorporated into the feature list to build Remcare 2.0 to aid democratisation of healthcare access. ; ; 3. Improve access to health education – Clinicians can post useful and relevant health information for patients to access from the comfort of their homes through the Remcare app. ; ; In addition, patients can chart their progress in real time and in a graphical format on the app. The combination of these two features empowers patients and gives them ownership of their recovery process.; ; 4. Digital poverty – Postal letters will be sent to patients before they enter the digital pathway to identify digital poverty/illiteracy. ; ; These patients will be encouraged to contact the concerned department and continue their care through conventional pathways.
• Equal opportunity:

  Equal opportunity

  We pride ourselves on providing and promoting equal opportunities for all regardless of whatever background people are from. ; ; We have a good representation of people from ethnic minorities and we encourage diversity, of all kinds. ; ; In addition we take great care and attention to identify any inequalities inherent to patients from certain backgrounds and systems and checks are in place to make sure these groups are not disadvantaged inadvertently.
• Wellbeing:

  Wellbeing

  REMCARE as a service is designed to address the wellbeing of our patients. We aim to ensure that those that can get the healthcare they need at home, without the need to travel to hospital, whilst clinicians are freed up to address those who require face to face appointments, helping workforce wellbeing by reducing the burden placed upon services.; ; We also take our own peoples wellbeing seriously, and are fully supportive of our people when they are ill, require support at challenging times in their lives or "just need to talk"; ; We aim to exhibit the same values internally that we do externally.

Pricing

• Price: £6 to £24 a user a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: The full set of features and services available on the REMCARE platform will be available for customers for 6 months as a free trial. This will help organisations to understand the value REMCARE can bring and feed into subsequent local business case developments.
• Link to free trial: Not Applicable.

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 sandeep.konduru@remcare.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.