MEDIHIVE UK LIMITED

Medihive SmartScheduling For Diagnostic Imaging

Medihive’s SmartScheduling optimises complex multi-modal diagnostic imaging bookings by intelligently matching patients to multiple clinical and operational variables. Our Active Waiting List dynamically fills cancelled slots in real time to maximise capacity and reduce DNAs. The solution scales and integrates seamlessly with existing RIS/PACS systems or our dynamic calendar layer.

Features

• Intelligent rules engine matching patients to imaging capacity constraints automatically
• Support for multi-modality imaging bookings within unified scheduling workflows platform
• "Active Waiting List" automatically reallocates cancelled imaging slots real-time dynamically
• Configurable scheduling rules for modality, clinician, equipment, location availability management
• Integration with RIS or PACS via secure standards-based APIs connectivity
• Dynamic calendar layer for enterprise-scale diagnostic service operations across organisations
• Real-time capacity visibility across modalities, sites, and diagnostic pathways nationally
• Automated patient communications for booking confirmations, reminders, rescheduling & cancellations
• Role-based access controls supporting operational, clinical, and administrative users securely
• Cloud-hosted scalable platform designed for high-volume diagnostic demand and resilience

Benefits

• Maximise scanner utilisation by filling cancelled appointments automatically in real-time
• Reduce DNA rates and wasted capacity across diagnostic imaging services
• Simplify complex booking processes for staff and patients significantly faster
• Improve patient access to timely diagnostic appointments across multiple services
• Increase operational efficiency across multi-site imaging networks and modalities nationally
• Reduce administrative burden through automation and intelligent scheduling tools platform-wide
• Enable scalable growth without increasing scheduling or call-centre staffing costs
• Improve data quality and auditability of diagnostic booking decisions organisation-wide
• Integrate seamlessly with existing clinical systems minimising implementation disruption risk
• Support consistent patient experiences across diagnostic pathways and service providers

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 jack.willsonpatel@medihive.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

180061985742493

Contact

Jack Willson-Patel
+44(0)7772564484
jack.willsonpatel@medihive.com

About your service

• Service categories:

  Applications

  Content workflow and management

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: RIS/PACS; Patient Portals; e-Referral system (Primary or Secondary Care)
• Cloud deployment model: Private cloud
• Service constraints: None.
• System requirements: Up-to-date browser (e.g., Chrome, Safari, Edge, Firefox)

User support

• Email or online ticketing support: Yes
• Support response times: Monday-Friday 8am-6pm (GMT)
• 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: No
• Support levels: Users have access to Medihive's service desk by phone, email, and by service request option for technical support requests. Each request that comes through will be prioritised in-line with P1-P4 levels defined in the agreed service level agreement (SLA).; ; Customers also have a dedicated Account Manager and Customer Success Specialist, to lead on implementation, but also to support with ongoing service development, pathway optimisation, and continuous improvement.; ; For more details technical or clinical support requests, the Account Manager or Customer Success Specialist will escalate internally to the Chief Technology Officer or Clinical Director as appropriate. Medihive are committed to providing excellent levels of support in partnership with our customers.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The configurable nature of the Medihive platform means that a significant focus is placed on ensuring that requirements for solution development are captured correctly. Medihive’s enterprise solutions is delivered based on the following stages:; ; (1) Scoping; (2) Review; (3) Development; (4) Integration; (5) Implementation; (6) Test and Release; (7) Training and Onboarding (typically delivered remotely, with supporting user documentation); (8) Go-Live; ; We approach all projects in collaboration with our partners, while providing guidance with our digital and tech development expertise. We follow a defined governance structure and market-tested design principles across our multidisciplinary team. This is supported by an extensive in-house active clinical director team and UX and UI specialists. Our overall goal is to deliver impactful, scalable and long-term digital transformation solutions for our partners.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Medihive can provide an extract of data in CSV format at the end of contract. Exact requirements would be subject to further discussion and agreement prior to the extract being provided.
• End-of-contract process: At the end of the contract, a clear demobilisation plan will be agreed, ensuring the following:; ; - safe continuity of service for patients; - clear communication plans have been agreed; - agreed final plan for data extraction has been agreed; - plans for confirmation of process throughout the demobilisation; ; This process is typically a 3-month period once agreed.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Our onboarding and offboarding documentation is available digitally through our internal knowledge base and can be accessed by all employees with appropriate permissions. While the materials are not fully compliant with WCAG or similar accessibility standards, we provide alternative formats and personalised support upon request to ensure access for all users.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • 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 desktop version is accessed via a web browser. There are also native mobile apps for iOS and Android devices that support extra features such as push notifications and secure bio-metric authentication.; ; Configurability is subject to further discussions and agreement during the design and implementation process.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: This RESTful API offers endpoints that facilitate a wide range of functions within a comprehensive patient engagement platform, including service booking, patient questionnaires, event, billing, and telemedicine. It is designed to streamline the integration and management of these essential services, enhancing both patient interaction and administrative efficiency.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The level and extent of customisation of API depends on the requirements of the service. This is subject to further discussion and agreement during the scoping phase of implementation.

Scaling

• Independence of resources: Medihive's platform has automated and continuous monitoring functionality in place as part of it's established and certified ISMS (Information Security Management System, ISO27001). We have tested our platforms with load management with 10,000+ consecutive users.

Analytics

• Service usage metrics: Yes
• Metrics types: Parameters can be configured depending on the service agreement and definition. This would be agreed on implementation.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Medihive can provide an export functionality for users to export required information from the platform (roles-based access controls in-place). Additional exports can be requested via support channels.
• Data export formats:
  • CSV
  • Other
• Other data export formats: API
• Data import formats:
  • CSV
  • Other
• Other data import formats: API

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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: Not less than 99% in each calendar month.
• Approach to resilience: AppSignal and UpTimeRobot are used to monitor performance and/or uptime.
• Outage reporting: Medihive would report any outages via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Roles-based access controls (RBAC) is in-place for access to systems hosting customer data, and is limited to specific members of the Medihive/Webdoctor team with specific use-cases and login credentials.; ; Access to the hosting provider network is through a VPN and jump server with audit controls and logging in-place.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Medihive maintains an Information Security Incident Management Policy and follows this documented incident response policy, which includes data breach notifications to the Data Controller and Responsible bodies as required, where a breach is known or reasonably suspected to affect Customer Personal Data.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes are handled in line with our Change Management Policy and in compliance with ISO 27001 standards.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management approach ensures that all system components and software are safeguarded against known vulnerabilities through the timely application of security patches provided by vendors.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring approach is handled entirely internally, ensuring comprehensive oversight and control over security operations. We employ advanced monitoring tools and techniques to continuously observe system activities and detect potential security threats.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management approach is aligned with ISO/IEC 27001 standards, aiming to ensure prompt and consistent handling of information security incidents. This approach helps minimise potential harm to individuals and the organisation while reducing the risk of future security breaches.; ; By adhering to ISO 27001, our policy underscores our commitment to maintaining high security and integrity standards across all operations, facilitating swift response actions and effective resolutions to safeguard our stakeholders and company assets.
• 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: No

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: 2.5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7.5%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NSAI - National Standards Authority of Ireland
• ISO/IEC 27001 accreditation date: Friday 30 May 2025
• What the ISO/IEC 27001 doesn’t cover: The certification scope is: The Head Office of Medihive UK and the Medihive platform provided to Medihive’s clients worldwide. All services offered are covered by the our ISO/IEC 27001 certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: A2c68edb-5275-43a3-8ec8-653505df1140
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D05ee602-7b76-4ecc-bee3-70375d94089b
• Other security certifications: Yes
• Any other security certifications:
  • NHS Data Protection and Security Toolkit (DSPT) - Standards Exceeded
  • Medical Device Certification (EU MDR, CE Class 1)

Social value

• Section B - Commitment for Future: Delivery:

  • 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.

    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

  • 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 barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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 jack.willsonpatel@medihive.com. Tell them what format you need. It will help if you say what assistive technology you use.