SUVERA LTD

Planner

Planner is an AI SaaS tool for GP surgeries to manage their population's health. Every patient who has a diagnosis or high-risk medication appears in Planner. AI suggests everything these patients need. GP surgeries can confirm these suggestions to automatically recall patients for blood tests, reviews and more.

Features

• AI recall for GP patients
• See what every patient clinically needs
• Auto-generate blood test forms
• Book appointments with the right clinician with smart booking links
• Collect patient submissions (eg. BP or ACT) in 1 form
• Sync daily with your electronic health records
• Optionally refer patients to Suvera's virtual clinic

Benefits

• Automatically recall many patients at once, for all their needs
• Book every patient with the right clinician
• Get a blood test form in 1 click
• Coordinate care between your practice and Suvera's virtual clinic
• Generate patient SMSs automatically, including booking link
• Save clinic slots through consolidation of recalls
• Save administrative time by automating processes
• Improve accuracy of recall record keeping
• Reduce DNA rates to recall clinics

• Free trial available

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 caitlin.griffiths@suvera.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

190698925876762

Contact

Caitlin Griffiths
020 3882 5131
caitlin.griffiths@suvera.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

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: Our service requires Optum EMIS Web or TPP SystmOne as the primary care electronic health record
• Cloud deployment model: Public cloud
• Service constraints: No relevant constraints
• System requirements:
  • Must use EMIS or SystmOne as their EHR software
  • Must enable Suvera's IM1 integration

User support

• Email or online ticketing support: Yes
• Support response times: 2 working days
• 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: We only have one support level
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We help our customers get up and running as quickly as possible, so they can start seeing the benefits of Planner. Firstly, our mobilisation team discusses any local customisation - for example to account for LES contracts - and then they implement these with the operations team. We train GP practice teams either in person onsite or via online video calls. Our team guides users through the system, answering any questions. We provide full documentation including videos at https://support.suvera.com.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All Planner usage is extracted daily into the patients' electronic health records, so no data will be at the end of a contract. Upon termination, users retain full ownership of their data, and we delete their records in accordance with GDPR timelines.
• End-of-contract process: When a Premium unlimited use contract ends, the user reverts to a standard account, whereby they can still enjoy all the features and benefits, up to a maximum 2,000 patients recalled per year. Upon termination of standard account Planner usage, we will cease reading and writing into the patients' electronic health records. We will delete customer data from our systems, in accordance with GDPR, and do not charge anything for data extraction.
• Documentation accessibility standard: WCAG 2.2 A

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 application has responsive layout however it is primarily designed for desktop use due to the amount of data shown.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Our API is currently reserved for internal use. However, we're open to discussing access for customers with suitable use cases.
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Our service supports customisation with Locally Enhanced Services (LES). This will be discussed and implemented at the outset of the contract by one of our mobilisation experts.

Scaling

• Independence of resources: Our service scales automatically based on numbers of requests to avoid any outages

Analytics

• Service usage metrics: Yes
• Metrics types: We provide data on medical target completion in the previous year for all practices in the UK to assist benchmarking; forecasting of completion of medical targets by end of year for the practice the user is at; forecasting of money earned and potential money to earn for the practice
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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
  • Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Planner allows users can export data on their patients, their long term condition(s) and relevant care for these long term conditions as a CSV.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: EMIS or SystmOne automated data imports

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)

Availability and resilience

• Guaranteed availability: There is no agreement on SLAs which lead to client refund.; Internally we aim to be back up within the hour Monday to Friday 9-5 except if issues are caused by a third party.
• Approach to resilience: * database is backed up regularly and can be easily restored to previous backup; * servers are hosted in AWS and scale up based on number of requests; * monitoring and alerting of any issue is done using sentry and incident.io; * robust internal incident management process including strong emphasis on learnings after the incident to insure similar issues do not arise; * all code is tested automatically before it can be deployed
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Management interface access is restricted through role-based access control (RBAC) with multi-factor authentication required. Access follows least-privilege principles, with permissions regularly reviewed. Administrative interfaces are not publicly exposed and require secure encrypted connections.; ; Support channels verify user identity before discussing account details. Support staff access patient data only when necessary to resolve issues, with all actions logged. Administrative and support functions are separated to prevent privilege escalation.
• Access restriction testing frequency: At least once a year
• Management access authentication: Identity federation with existing provider (for example Google Apps)

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: You control when users can access 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: Other
• Other security governance standards: GDPR; regulated by CQC; DSPT; Cyber essentials
• Information security policies and processes: * data protection by design policy; * data protection policy; * data subject rights request policy and procedure; * incident management and reporting policy; * information governance policy; * information security policy
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: * Material changes are linked to linear tickets describing the change and the reason for it; * All code is thoroughly automatically tested before it can be released; * All code is reviewed by a different engineer who needs to approve the code before it is deployed; * All code is tested before deployment; * Changes are assessed by the team before starting the work, the developer while coding and the reviewer ; * Regular smoke tests are run in production to identify any issues; * Yearly PEN testing also review any new issues; * DCB-129/160 compliant
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: In line with cyberessentials and DSPT requirements
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring is done through Sentry which flags any errors occurring in our system. Regular smoke tests also run on our end to end system to flag any potential issues.
• Incident management type: Supplier-defined controls
• Incident management approach: Monitoring is done through sentry and incident.io. When an incident has been reported it is dealt with as soon as possible by the engineering team. Once the incident has been resolved a post mortem is run to identify the root cause of the issue and any contributing factors as well as how to avoid this from happening in the future. These actions are taken by the team as soon as possible.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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: Yes
• Description of free trial: The free version of Planner supports up to 2000 patient recalls per year
• Link to free trial: https://planner.suvera.com

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: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications: Data Security and Protection Toolkit - standards met

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

    • 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting 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 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
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented

  • 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

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Actions to invest in the physical and mental health and wellbeing of 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 caitlin.griffiths@suvera.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.