Amie Technologies B.V.

Pal Digital Serious Illness Care

Pal is a digital health service for people with serious illness, supporting patients and family carers at home from diagnosis through to palliative and end-of-life care. Via a mobile app, families track symptoms, manage care, and access tailored guidance, with optional structured reports shared with clinicians to support timely decisions.

Features

• Patient and family carer mobile app with care coordination tools
• Structured longitudinal symptom and wellbeing tracking
• Key vital tracking
• Medication management with adherence tracking
• Patient and family carer journalling and care notes
• Personalised self-management plans and condition-specific guidance
• Tailored in-app education, including red-flag awareness and crisis guidance
• Caregiving training resources and instructional videos
• Organisation-specific digital resources including crisis plans, medication, local services
• Secure delivery of structured patient progress reports and clinician alerts

Benefits

• Enables patients and family carers to manage care at home
• Reduces uncertainty for patients and family carers through structured guidance
• Improves continuity between patients, family carers, and clinical teams
• Supports structured recording and sharing of concerning symptoms
• Reduces ad-hoc phone calls for healthcare professionals
• Saves clinician time with concise patient progress summaries
• Improves clinical decision-making with clearer home-based context
• Helps clinicians prioritise follow-up using red-flag patterns
• Supports safer care at home, including palliative and end-of-life
• Enables consistent delivery of service-approved information and guidance

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

Framework

G-Cloud 15

Service ID

194942505610279

Contact

Azi Doost
0031616329214
azi@palhelps.com

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: No
• Cloud deployment model: Public cloud
• Service constraints: Pal is delivered as a centrally managed SaaS service and requires internet access and a compatible smartphone. Planned maintenance and updates are carried out centrally and may result in short periods of limited availability, which are scheduled to minimise disruption. Support is provided during UK business hours via email. The service is not intended for emergency use and does not provide real-time clinical monitoring or diagnosis.
• System requirements:
  • Smartphone or tablet
  • IOS or Android device for patient and family app access
  • Up-to-date operating system supported by device manufacturer
  • Secure email access for receiving clinician reports and notifications
  • No local software installation required
  • No additional software licences required
  • No on-premise infrastructure required
  • Standard device security and anti-virus protection

User support

• Email or online ticketing support: Yes
• Support response times: Support is available Monday to Friday, 9am-5pm, with the exclusion of weekends and public holidays. Pal aims to acknowledge support requests within 24h when operating on normal support hours.
• 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: Yes, at extra cost
• Support levels: Pal provides a tiered support model. Standard support is included at no additional cost and provides email-based assistance during UK business hours (Monday to Friday, 9am–5pm, excluding public holidays). This support covers access issues, configuration questions, bug reporting, and general service use, with initial responses typically provided within one working day. Standard support does not include a dedicated technical account manager or cloud support engineer. Optional enhanced support can be purchased at an additional cost and may include faster response times and extended support hours by agreement. Pricing for enhanced support is agreed based on the scope and service levels required. On-site support, including in-person onboarding, workshops, or training sessions for clinical or operational teams, is available by arrangement and charged separately on a day-rate and expenses basis. Pal is delivered as a fully managed SaaS service, and all hosting, infrastructure, maintenance, and updates are managed centrally by Pal, so customers do not need to provide their own cloud support engineers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Pal is designed to be simple to start using, with minimal setup required for both end users and buying organisations. Patients and family carers are supported through in-app guidance, clear prompts, and simple onboarding flows within the mobile app, helping them start tracking symptoms, managing care, and accessing resources without formal training. Introductory content and help materials are provided in-app to explain key features in plain language.; ; For buying organisations, Pal provides remote onboarding support at no additional cost, including guidance on initial setup, configuration of service-specific resources, and advice on how to introduce the service to patients and family carers. Written user documentation and setup guidance are provided digitally. Optional online training sessions for clinical or operational teams can be arranged at additional cost, and on-site training or workshops can also be provided where required, charged separately on a day-rate basis. Pal does not require local installation or specialist technical setup, as the service is cloud-hosted and centrally managed, allowing users to get started quickly once access is provided.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: As part of the offboarding process, requests of extracting data can be discussed and processed if required.
• End-of-contract process: At the end of the contract, Pal will support an orderly and secure off-boarding process for the buying organisation. As part of the contract price, access to the service will be withdrawn at the agreed end date. Data held within the service will be retained or deleted in line with contractual terms, data protection requirements, and applicable law. Where requested, a standard export of the organisation’s data, such as structured patient summaries or reports, can be provided in a commonly used format (for example PDF or CSV) as part of the off-boarding process.; ; Any additional or non-standard requirements, such as bespoke data exports, extended data retention beyond the contract period, additional support during transition, or on-site off-boarding assistance, are not included in the contract price and may be provided at an additional cost, agreed in advance. After completion of the off-boarding process and any agreed data export, all remaining customer data will be securely deleted from the service in accordance with Pal’s data retention and deletion policies and relevant data protection legislation.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and offboarding documentation is provided in digital format and is written using clear, plain language to support ease of understanding. Documentation is structured with consistent headings and formatting to aid navigation and readability. Where documentation is accessed online, it can be used with standard browser-based accessibility features and assistive technologies such as screen readers, subject to the capabilities of the user’s device.; ; The documentation does not currently include bespoke accessibility adaptations or alternative formats beyond standard digital presentation. Accessibility considerations are kept under review, and documentation can be updated over time to reflect evolving user needs and accessibility requirements.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Pal app is not offered as a desktop service.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Pal provides a user-facing service interface primarily through a mobile application for patients and family carers, available on iOS and Android. The interface allows users to record symptoms, wellbeing, vitals, medication information, and notes, and to access personalised guidance and service-specific resources. For healthcare professionals, the service provides secure access to structured outputs such as patient progress reports and notifications, delivered via email, downloadable reports, or browser-accessible links.
• Accessibility standards: None or don’t know
• Description of accessibility: The service has undertaken limited and proportionate internal accessibility checks using built-in mobile operating system accessibility features to ensure core app flows remain usable. It primarily uses standard interface components such as buttons, forms, and navigation elements. These provide baseline accessibility features by default, where supported by the user’s device and operating system.; ; Users can access core functionality using standard input methods and assistive technologies supported by their personal devices. The service does not currently include bespoke accessibility enhancements beyond the default framework behaviour. Accessibility is kept under review to support future improvements as requirements evolve.
• Accessibility testing: Pal has not yet conducted formal assistive technology testing with users. The service has been informally tested with patients and family carers who use device-level accessibility features, with feedback used to address basic usability issues. Formal third-party accessibility audits and specialist assistive technology testing have not yet been completed, but accessibility improvements are reviewed and prioritised as part of ongoing product development.
• API: No
• Customisation available: No

Scaling

• Independence of resources: Pal runs on scalable public cloud infrastructure with automatic capacity management. Resources are monitored and scaled to ensure that usage by one customer does not affect performance or availability for other users.

Analytics

• Service usage metrics: Yes
• Metrics types: Pal provides basic service usage and engagement metrics to buying organisations on request. These may include aggregated measures such as the number of patients onboarded, active users over a given period, completion of symptom or wellbeing entries, and usage of key service features. Metrics are provided in summary or report form and are intended to support service oversight, evaluation, and quality improvement. Pal does not provide real-time usage dashboards or continuous monitoring views as part of the standard service.
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users can export data through secure, structured outputs generated by the service. Patients and family carers can download or share summaries of their own information directly from the app, such as symptom histories or care notes. ; ; Buying organisations and authorised healthcare professionals can receive structured patient progress reports and datasets via secure email delivery or downloadable files (for example PDF or CSV), based on agreed configurations. ; ; Data exports are access-controlled and only available to authorised users. There is no self-service bulk export interface; larger or bespoke exports can be provided on request as part of service support.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF and other formats can be provided upon request
• Data import formats: Other
• Other data import formats: Manual data entry via application interface

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: Pal is a cloud-hosted SaaS service with a target availability of 99.9% measured monthly, excluding planned maintenance. Planned maintenance is scheduled in advance where possible to minimise disruption. Pal does not currently offer financial service credits or automatic refunds linked to availability. If availability falls materially below the target due to issues within Pal’s control, this will be reviewed with the buyer and appropriate remedial actions agreed.
• Approach to resilience: Pal is hosted on cloud infrastructure provided by Amazon Web Services (AWS), designed to support resilience. The service uses a scalable architecture to ensure continuity and availability even during periods of high demand and traffic. The service is continuously monitored to support identification and timely response to issues. Further technical details can be provided upon request.
• Outage reporting: Given Pal’s architecture, outrages are incredibly rare. If an outage occurs, affected buyers are contacted via email, while end users may be informed through in-app messaging and visible notifications. Where appropriate, updates may be provided through shared and agreed communication methods during the resolution of incidents.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted to authorised Pal staff only. Role-based access controls are used to ensure staff can access only the systems and data necessary for their role, following the principle of least privilege. Access is granted through individual user accounts and reviewed periodically. Support requests from users are handled through controlled channels, and any access to customer data for support purposes is logged and limited to the minimum required to resolve the issue.
• Access restriction testing frequency: Less than once a year
• 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: No
• Security governance approach: Our organisation follows the principles and standards set in the Software Security Code of Practice, applying good practice recommendations when designing, developing and hosting the service. Security responsibilities are clearly defined within the organisation, and access to systems and data is restricted on a least-privilege basis. The service is hosted on secure public cloud infrastructure with strong physical and technical controls, and data protection and security risks are regularly reviewed as part of ongoing operations. Policies and procedures cover areas such as access control, data protection, incident management, and secure development practices, and are reviewed as the service evolves.
• Information security policies and processes: Pal follows a set of information security policies and processes designed to protect patient and service data while supporting safe, reliable service delivery. These include documented policies covering access control, data protection, incident management, secure software development, data retention and deletion, and acceptable use. Security responsibilities are assigned within the organisation, with senior leadership accountable for information security and data protection, and day-to-day security oversight handled by designated technical leads.; ; Policies are implemented through technical controls such as role-based access, encryption of data in transit and at rest, audit logging, and regular review of user access. Compliance is supported through staff onboarding and ongoing awareness, ensuring team members understand and follow security requirements relevant to their role. Security incidents or suspected breaches are reported internally through a defined escalation process and investigated promptly, with corrective actions taken where required. Policies and processes are reviewed periodically and updated as the service, regulatory expectations, or risk profile change, ensuring ongoing alignment with good practice for cloud-hosted healthcare services.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Pal uses a pragmatic, proportionate configuration and change management approach appropriate to a cloud-hosted SaaS service. Core service components, including application code and cloud configuration, are managed through version-controlled repositories and cloud configuration tooling. Changes are tracked through source control and deployment history across the service lifecycle.; ; Proposed changes are reviewed prior to deployment to assess functional impact and any potential implications for security, data protection, or service availability. This includes consideration of access controls, data handling, and external dependencies. Changes with potential security impact are reviewed by senior staff before release. Changes are deployed centrally to the live service.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Pal follows a proportionate vulnerability management approach for a cloud-hosted SaaS service. Potential threats are assessed through regular review of the service architecture, dependency scanning, and monitoring of cloud provider security alerts. Information about vulnerabilities is sourced from AWS security notifications, software vendor advisories, and public vulnerability databases. Security patches and dependency updates are prioritised based on risk and deployed centrally, with critical patches applied as soon as practicable and non-critical updates scheduled into regular release cycles.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Pal applies a proportionate protective monitoring approach appropriate to a cloud-hosted SaaS service. Cloud platform alerts and application logs are used to identify potential service or security issues, such as unexpected access activity or abnormal service behaviour.; ; Potential incidents are assessed by senior technical staff. Where required, access may be restricted and corrective actions taken to contain the issue. Incidents are prioritised based on potential impact to confidentiality, integrity, or availability, with investigation starting promptly once identified.
• Incident management type: Supplier-defined controls
• Incident management approach: Pal has documented incident management processes, including pre-defined steps for common events such as service disruption, security incidents, and suspected data breaches. Incidents can be reported by users via email to the Pal support contact, where they are logged and triaged by the technical team. Incidents are investigated promptly, with actions taken to contain and resolve the issue. Where relevant, affected buyers are informed of the incident, its impact, and the steps taken to resolve it. Incident summaries or reports can be provided to buyers on request, particularly for security or data protection–related events.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Supplier-defined process

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: 0%
• Between £500,001 and £1,000,000: 1.5%
• Between £1,000,001 and £2,500,000: 2.5%
• Between £2,500,001 and £5,000,000: 3.25%
• Over £5,000,001: 4%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • 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
    • 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
    • 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
    • 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

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Plans for positive actions with community groups.
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives

  • 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
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce

  • 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

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