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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

Pricing

£1,200 a licence a year

Service documents

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

1 9 5 6 3 4 6 0 7 3 6 5 3 3 6

Contact

Nourish Care Systems Ltd Jess Osmond
Telephone: 02380002288
Email: 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

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.