Nourish Care Systems Ltd

Nourish Care

Nourish is a leading provider of digital care management software in the UK. Accredited by PRSB as a Quality Partner, the easy to use mobile app provides care teams with person centred tools, timelines, assessments and more to drive outstanding care and improve outcomes for those with support needs.

Features

• Timelines to evidence care outcomes and events in real-time
• Service Management Timeline to evidence operational performance
• Care Planning - contextual care/support plans at point of care
• Clinical, Service and Person Risk Assessments
• Live reporting with customisable reports and pre-defined care management dashboards
• Family Portal to share care schedule with loved ones
• Handovers and Messages between care teams for better communication
• Remote Access and offline modes to always stay feel connected
• Integrations hub for self-managed eco-system
• Real-time warnings, escalation alerts and action management

Benefits

• Accurate and live recording of care delivery
• Save time and give more person-centred care
• Ensure care continuity through data insights
• Better quality of care and time spent
• All information in one place for full-service overview
• Increase your regulator rating
• Never lose access to important records
• Enhanced security with secure roles and permissions
• Improved compliance
• Streamline your workflows

£1,200 a licence a year

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

Framework

G-Cloud 14

Service ID

195634607365336

Contact

Jess Osmond
02380002288
sales@nourishcare.com

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: Integration Partners Available
• Cloud deployment model: Private cloud
• Service constraints: Nourish averages two monthly deployments, including feature updates, bug fixes, and occasional hot-fixes for critical bugs. Planned maintenance is announced at least 24 hours in advance, typically causing less than 30 minutes of interruption. Point of care delivery remains unaffected with offline mobile app functionality. Longer maintenance tasks occur overnight (11pm-6am) with potential interruptions. Urgent maintenance is announced on the day, potentially causing interruptions and downtime. Unplanned maintenance begins immediately upon identifying a level 1 fault.
• System requirements:
  • Nourish is a Cloud hosted SaaS Platform
  • No on premesis server required
  • Controlled hardware such as handsets, tablets and laptops
  • Internet speed recommended 10Mbps or faster and latencies under 400ms

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is available 24/7 x 365 via live chat. Live chat support response time SLA is 3 hours, however response times during usual office hours is often much quicker than the SLA maximum.
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Managed by a leading third party chat provider - Intercom.
• Onsite support: Yes, at extra cost
• Support levels: Support is available 24/7 x 365 via live chat. Live chat support response time SLA is 3 hours, however response times during usual office hours is often much quicker than the SLA maximum. Operational Support-Responding to emails where live chat is unavailable is 1 business day. No additional cost is required for Support Services. Each customer is allocated a Customer Success Manager, also at no additional cost.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Our training team are well equipped to provide training both virtually and onsite therefore being able to reach many different users in various locations. To assist with the training of Support workers who are predominantly using the Nourish app on a mobile device, we have a Mobile Onboarding journey that is activated the first two times that a user logs in to Nourish. This takes each user through the app in a step by step fashion to ensure that they are then ready to start entering person centred records. This functionality can also be used to onboard Agency workers who may not have seen Nourish before and are unable to attend a training session. Nourish has a set of "How to" guides, screenshots and videos within the system, these allow users to get instant clarification on a specific aspect of the system if they are unsure of a process after the in-person training has been completed.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Nourish shall provide the Care Provider with full access to Data following termination of the Contract. Nourish will provide a data drop in a mixture of the following formats, CSV, PDF or XLS.
• End-of-contract process: Nourish shall provide the Care Provider with full access to Data following termination of the Contract. Nourish will provide a data drop in a mixture of the following formats, CSV, PDF or XLS. This is at no additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems: Android
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our mobile application is aimed predominantly at providing access and recording information at the point of care focusing on a carer whereas all management functionality is provided on the web based platform. Keeping it simple and easy to use depending on actions required.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Our API is reserved for internal functionality and third parties.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers are able to use the best practice sector standards and customise where needed to meet their organisation and persons supported requirements.

Scaling

• Independence of resources: Our infrastructure for the main platform is hosted on AWS using auto scalable technology such as Aurora databases, elastic cache and load balanced webservers meaning we are able to almost instantly scale up or down as demand requires. Customers on a muli tenant solution will be affected by the overall usage on the tenant.

Analytics

• Service usage metrics: Yes
• Metrics types: Certain metrics are available either through our analytics and insights packages.

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: 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: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: It is core functionality to enable export of all data via CSV, Excel, PDF or HTML formats. Data can also be exported via PowerBI if desired.
• Data export formats: CSV
• Data import formats: CSV

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: Nourish Platform shall be maintained at a level of 99.72% or better excluding:; ; - periods of Planned Maintenance;; - unavailability caused by the Care Provider’s own infrastructure;; - misuse or the failure of the Care Provider’s internet service provider; or; - SQL queries from the Care Provider’s BI platform overloading the server, where the Care Provider subscribes to Nourish Analytics.
• Approach to resilience: Nourish is hosted using AWS best pracitces this includes scalability and reliability
• Outage reporting: Before any planned maintenance, or during an outage Nourish will display a banner on the Nourish Platform to give end users notice of the event.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Nourish has a role based management solution that enables complete customisation of permissions.
• 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: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 19/05/202
• What the ISO/IEC 27001 doesn’t cover: Full Scope
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self Certified due to scale
• PCI DSS accreditation date: Self Certified
• What the PCI DSS doesn’t cover: Full scope
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • DSCR
  • DSPT

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: Nourish is compliant with ISO 27001:2022 which governs all Information Security Policies. We see this as a minimum standard of acceptable Information Security for this level of data processing and management. Nourish also maintains both Cyber essentials plus and PCI-DSS standards across the organisation. Nourish has Senior Management Representation as the ISO27001 sponsor and reports to the board on Information Security on a monthly basis.

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: We have a change management policy for internal software, agile development includes testing, as part of this we test for vulnerabilities ready for our yearly penetration external testing. We email nominated contacts for larger feature releases, in app updates are also used. As our website is a SaaS based platform we do not give guidance on securely configuring your systems. If you purchase devices from Nourish they come with our MDM to maintain device security. All change management for our cloud based systems are handled within AWS infrastructure.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Nourish will aim to fix any: Critical: As soon as possible - a developer will start working on the fix straight away and any fix will be deployed once tested. High: Within 2 weeks of initial reporting. Medium or below: Assessed and if applicable a fix will be scheduled into next available sprint.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Nourish used AWS guard duty and other protection tools available this enables us to monitor and respond when needed.
• Incident management type: Supplier-defined controls
• Incident management approach: Nourish has an Incident Management Policy and Procedure that will be used in the event of a Security Incident covered by the ISO 27001:2022 scope. Nourish will work directly in this event in line with ICO guidance and work collaboratively to provide detailed analysis and reports.

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

  Nourish is committed to improving our environmental impact, currently we monitor our carbon footprint, offer the; Bike2Work payment scheme for employees which offers up to £1000 towards a bike to cycle to work. Nourish also; uses a renewable energy supplier for our office space in Bournemouth!; Nourish hosts as many, training and demo meetings online/virtual, as possible which is more valuable to our; customers and reduces unnecessary travel. We offer the latest modular economically sustainable phone as a; longer-term alternative option (5+ years) to the Nourish Lite handsets (2 years). Nourish is committed to continually; looking at ways to reduce its impact on the environment.

  Equal opportunity

  Nourish pride themselves on being an ethical employer, providing numerous ways to ensure employee; happiness and retention. Equality and Diversity training is provided to all employees and is mandatory.; Nourish have a wide variety of areas that collectively help to make up our Corporate and Social Responsibility; Policy.

  Wellbeing

  We actively encourage and understand the importance of a good work life balance and review any employees; concerns that may arise in a timely manner. We have a dedicated HR Team who are available for any queries.; With regular reviews and catch ups with line managers, all queries and concerns both in the workplace and; personal issues have an opportunity to be heard, discussed, with the hope of working towards a solution.; Being proactive rather than reactive, we can make sure that all employees feel they have a happy and safe; working environment. All Health and Safety Policies, Compliance and HR Policies and Handbooks are kept; centrally on the HR System which all employees have access to, and all employees are shown as part of our; company induction. These are reviewed and reissued regularly. With a dedicated Compliance Team, HR and; H&S Officer, there are numerous people for employees to come to with any queries in confidence where they; feel this is helpful regardless of where they are based. All employees are booked into mandatory training as; part of their induction. They are also offered on the job training and professional development if required.; In the offices, we have a communal kitchen areas, with free tea, coffee, soft drinks, and a food preparation; area. We encourage employees to take part in activities such as; board games nights, volleyball on the beach; and regular team building days. Even when working from home, you will always feel part of the Nourish Team.; All offices offer flexible working for a better work life balance where possible, and if you wish to exercise; before work, or during your lunch break.; Nourish encourages open communication including internal communication channels, weekly meetings are; held to provide insights from each department for the previous and upcoming week.

Pricing

• Price: £1,200 a licence a year
• 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 sales@nourishcare.com. Tell them what format you need. It will help if you say what assistive technology you use.