T-Pro

T-Pro eClinic Manager - Video/Virtual Consultation, and Telemedicine solution

T-Pro eClinic Manager enables healthcare organisations conduct video and telephone consultations, and manage face-to-face appointments from a single consolidated platform, which seamlessly integrates with PAS/EPR. By connecting clinicians with their patients virtually, T-Pro simplifies healthcare delivery so hospitals can provide care when and where it’s needed.

Features

• Schedule virtual consultation appointment from any PAS/EPR scheduled visit
• Send patient secure email or SMS to access appointment
• Excellent video and audio ensure optimum clinician-patient telephony consultation experience
• Support for multidisciplinary team on a single video call
• Live chat to simply and easily communicate during video consultations
• Immediate access to contextually appropriate patient records
• Generate attendance reports for compliance and reimbursement
• Patients don't need accounts, software, or individual dial-in details
• Patients enter queue in clinics online waiting area
• Optional speech-to-document encounter following video consultation

Benefits

• Easy to access and use eClinic/telemedicine services
• All-in-one platform for video/virtual consultation and telephony consultation
• Diagnose and treat medical issues faster
• Improved patient outcomes and patient experience with less missed appointments
• Increase new and retained patient revenue
• Telemedicine increases healthcare access and convenience
• Virtual consultation flexibility improves employee satisfaction
• Enhance operational efficiency and increase capacity with virtual exam rooms
• Direct patients to the right care setting
• Telephony consultation reduces avoidable emergency room visits

£60 to £240 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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@tpro.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

201652431067712

Contact

Liam Murphy
+44 (0)2 0864 1504
sales@tpro.io

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: T-Pro Dictate - Digital Dictation & Speech Recognition Workflow Documentation Solution.; ; By offering T-Pro eClinic Manager, as part of T-Pro Dictate - healthcare organisations can schedule, assess patients virtually and then document the patient encounter using AI-powered speech recognition and distribute documents to GP's, EHR or other downstream system.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Users require a modern web browser (on a desktop, laptop, or on Android tablet or smartphone), and Safari web browser (on an Apple iMac, MacBook, iPad or iPhone).
• System requirements:
  • Google Chrome Web Browser
  • Apple Safari Web Browser
  • A web camera (built-in or USB)
  • A microphone ( built in to laptop computers and webcams)
  • Speakers or headset
  • (Recommended for service providers) A second monitor
  • A reliable connection to the internet greater than 192kbps rate

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Helpdesk operates 08:00 - 20:00 Monday - Friday and 09:00 - 17:30 at weekends and bank holidays. Initial response times during these hours are typically around 16mins. Response times out of hours when we offer emergency support and a skeleton helpdesk may vary.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: T-Pro's web chat feature is used to support our end-users. Our 7-day a week in-app web chat provides end users on demand support and training, ensuring they get the most out of the software.T-Pro’s average response time for in-app support queries is 16 minutes. We are also available via phone, email, and help centre.
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: T-Pro's centralised, robust user support services is available via phone, email, and in-app web chat channel (with integrated knowledge base) to ensure all end users receive adequate assistance to enable the achievement of potential benefits. T-Pro provides a completely managed service, offering 365 day a year live in-app support. Our support team can see the context of the query and information regarding the end-user, application, device, OS, app version etc. Further available help includes context-sensitive online help, tool tips, on-boarding elements using visual clues, and the creation of bespoke templates. T-Pro’s average response time for in-app support queries is 16 minutes. In addition, we are available via telephone and email. For buyers with 30+ users, T-Pro will provide a dedicated account manager and on-site implementation support (1 day onsite on-boarding for every 10 users). This will be provided by one of our PRINCE2 qualified project managers. In addition, buyers with 30+ users will be given a separate technical project lead who will be available to liaise with the buyers IT staff directly outside of the normal support channels. All buyers can purchase additional on-site support days at a rate £600.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: When buyers start using the service, T-Pro will assist them in creating accounts, setting up workflows and templates, and on-boarding users. T-Pro provides full user documentation, end user help centre resources, 7 day a week help-desk and remote set-up and implementation, which includes online training. In addition, for buyers with 30+ users, T-Pro will provide on-site training (1 day for every 10 users) The T-Pro Dictate Help centre also contains e-learning articles, tutorials, and product videos. This can be accessed by logging your account and clicking on your user profile.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Once contract ends, the customer will be able to extract their data, including all documents and audio files created.
• End-of-contract process: At the end of the contract, T-Pro have defined processes and planning documents in place to ensure a seamless transition. There is no additional termination charge on top of this should the Customer wish to terminate the service during the subscription term.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The patient can access their virtual appointment via their preferred mobile device i.e. smartphone or tablet.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: T-Pro eClinic Manager is designed with usability in mind. All interfaces are intuitive with ease of use at the forefront of our design.
• Accessibility standards: None or don’t know
• Description of accessibility: Accessibility functions of the service include: Text resizing (Large text options) Page resizing Descriptive ALT text for all images/buttons etc. Compatible with all browser accessibility options
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Most configuration aspects of the T-Pro eClinic Manager service can be accessed via the API.; ; Developers can enable their applications or integrations to access the API using credentials with the appropriate access levels to the target configuration.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can customise many aspects of the T-Pro eClinic Manager service including branding, messaging provided to patients (appointment notification, reminder, cancellation & more), support contacts, patient information, opening hours, service URL and post consult evaluations.

Scaling

• Independence of resources: T-Pro can guarantee that users affected by the demand others are placing on the service. T-Pro employs an auto-scaling infrastructure that increases the availability of space and computing power in line with demand. Servers sit behind load balancer's within T-Pro's Amazon Web Services private cloud environment. This allows the platform to monitor the availability of resources and use machine images to replicate servers on an on-demand basis. The load balancer then distributes the traffic evenly across all servers ensuring that user experience and system performance are not affected.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard reports are available for system access and usage including: Number of users; Number of Consultations; Number of Meetings; Organisations Created; Waiting Areas Created; Activity Per User / meeting room / Waiting Area activity
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: All data is encrypted at rest within amazon's S3 environment. Each object is encrypted with a unique key employing strong multi-factor encryption. As an additional safeguard, it encrypts the key itself with a master key that it regularly rotates. Amazon S3 server-side encryption uses one of the strongest block ciphers available, 256-bit Advanced Encryption Standard (AES-256), to encrypt data.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The T-Pro eClinic Manager platform has a number of built in UI elements that allow users to export data in a number of different formats. Automated export routes to export data to third party systems or external storage, can be configured as part of the implementation process. T-Pro then also offer and off-boarding service whereby data can be bulk exported from the platform in a format agreed with the buyers.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Word (.docx)
  • MP3
  • Original audio format (as uploaded to platform)
  • XML
  • HL7 (v2.x, FHIR)
  • TXT
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: AES 256-bit

Availability and resilience

• Guaranteed availability: The T-Pro eClinic Manager platform is hosted within Amazon Web Services (AWS) environment. AWS are the number one provider of infrastructure as a service with demonstrable up-times of 99.989% in EU West, 99.997% in APAC and 100% in US East and West regions. T-Pro doesn't have a standard SLA governing up-time but is happy to come to a separate agreement with buyers on this.
• Approach to resilience: T-Pro utilises Amazon Web Services built in back-up, redundancy and fall over utilities which are widely documented and are considered industry leading. As our own system architecture is commercially sensitive we would prefer not to publish this. However, documentation is available on request.
• Outage reporting: Any unplanned service outages are communicated via email to nominated contacts within the buyers organisation.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Managers are granted administrative privilege to their Organisational Units.; ; Day to day management of individual health provider access and usage is delegated appropriately to trained and responsible actors assigned to Organisation Unit, Group and Waiting Area Roles admin roles; ; Admin role is distinct from that of a service provider and has no access to clinical operations.; ; Admin roles do not have access to “add self” operations and must refer to a higher level administrator, or another administrator at the same level for their own role assignments.
• 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Registered with the Data Protection Commissioner in Ireland
  • NHS DSP Toolkit
  • CREST certified (PEN Testing certification)

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Security governance is of the utmost priority to us. Whilst the system has not been accredited it has been designed in compliance with a number of standards in both the healthcare wider market setting. The system is compliant to ISO/IEC 27001 standards and designed in consultation with a third party HIPAA consultant to ensure the safety of patient data is protected. In addition, the T-Pro dictate system has been deemed to have the sufficient security levels and cleared for use in various public healthcare settings including the NHS (England, Scotland and Wales), HSE (Republic of Ireland) and HSCNI (Northern Ireland).
• Information security policies and processes: User management within the T-Pro eClinic Manager system governs access to sensitive information. Initially all user access will be set up by T-Pro. However nominated users within the buyer organisation will have ability to create, update, deactivate and delete users. T-Pro and management users can enforce password complexity and expiry for users. They can reset passwords, enforce MFA and IP locking where it is deemed necessary. Developer access is controlled by the T-Pro CTO. Passwords expire regularly (once a month currently), require MFA and are set to a high level of complexity. T-Pro employs a strict de-hiring process where all user access is revoked and passwords changes etc.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: T-Pro eClinic Manager platform is upgraded periodically. T-Pro maintains a number of testing and staging environments where any new code is stringently tested before being deployed. Initially developers test in their own development environments. Third party companies are used to help develop automated tests and provide manual testing resources. Regression testing forms a large part of any testing cycle. Any new changes to the system are assessed against pre-defined criteria for impact to user experience, user/data security, interface and interoperability. New deployments are accompanied by release notes which are distributed to clients either management level or to end-users as applicable.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats to the system are identified in a number of ways. Primarily T-Pro undertakes bi-annual pen testing. Following identification of any threats patches are deployed immediately once fix if found, confirmed and tested. Info on prospective threats is found via security notices and journals as well as on advisement from third party pen testing company.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: T-Pro is able to identify compromises with ease. As the system is logged, behaviour is known so can be analysed. T-Pro responds to any compromises by first taking a clone of the compromised machine for forensic analysis. Then isolate the affected service to minimise impact. Response time is defined as ASAP.
• Incident management type: Supplier-defined controls
• Incident management approach: T-Pro define and incident as any unexpected event. Users can report incidents by submitting emails, chat, phoning or otherwise contacting support. When reported a ticket is created on our help-desk. Depending on the severity of the incident and the agents ability to resolve it, the ticket can be escalated all the way to director level. Where a user is significantly affected, security is compromised or the system experiences a failure/downtime a further incident report will be produced. This is created by the agent countersigned by the director. The incident report is attached to the ticket and shared with the client.

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:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  T-Pro’s AI-powered solutions hold inherent social value that benefit the environment. With our 100% accurate medical dictation app, for example, we are able to support over 80,000 users to provide the best care to their patients without the need for equipment that adds an impact to the environment. By moving this solution app-based, T-Pro avoids the knock-on effects of mineral sourcing for electronic components, as well as the risks of modern slavery at said mines.; ; As per our concern for the misuse of limited resources toward negative environmental impact, T-Pro take great care in the disposal of our IT and electronic equipment. We maximise the use of these products throughout our company, reassigning equipment to responsibilities within the company wherein the age/speed of technology is less critical to task completion. Once this equipment has come to the end of its corporate life, we will securely wipe all data from its hard drive and donate the machines to local schools and/or charities. Any technology which cannot be passed on in this way will be appropriately disposed of in line with WEEE standards.; ; The solutions which we provide are all fully digitised, translating speech directly to text and automating some processes through our AI as well. By removing the need for physical paper flow, T-Pro’s solutions make vast improvements to our clients’ environmental impact through the day-to-day running of their operations. This has saved some clients over £160,000 per year, as well as supporting paperless initiatives toward Net Zero aims in line with MAC 4.1 of the Social Value Model. Our eClinic Manager facilitates remote patient consultation which also reduces the emissions produced through travel to/from health clinics and hospitals.
• Covid-19 recovery:

  Covid-19 recovery

  Our Cloud Software solutions facilitate working from home, in line with MAC 1.3 of the Social Value Model. Notably, T-Pro’s work throughout the pandemic was recognised via the 2021 ‘Impact Award’—given by Deloitte, in conjunction with Meta—which particularly highlighted the delivery of our virtual care and telemedicine platform. This platform, as provided through our eClinic solution, was vital during the initial months of the Covid-19 pandemic lockdowns, allowing a range of HSE acute hospitals to continue their patient care remotely. These capabilities are also continuing to support recovery from the Covid-19 pandemic, in line with MAC 1.1, as hospitals and clinics can employ staff regardless of location. This provides more flexible working conditions and thus aids the continued employment of current staff, as well as the attraction of new employees.; ; Institutional investors and customer contracts have led us to double the size of our workforce in the last 18 months, thus investing in new opportunities for those left unemployed by the Covid-19 pandemic. These opportunities have focused primarily on project management and training, with the commensurate increase in the improvement of digital skills within the company. T-Pro invest time and money into the training and upskilling of our staff and have done so since before the pandemic. Should any member of staff feel that they would benefit from specialised training, T-Pro support their enrolment, funding, and training leave toward such courses.; ; Business continuity throughout the pandemic has also rested upon the continued welfare of our internal staff. This is why T-Pro established a Social Committee early in the Covid-19. The Social Committee has since been responsible for arranging various online activities toward the continued interaction of our staff. Through quizzes, virtual exercise sessions, and online book clubs, T-Pro ensured we maintained morale and staff wellbeing throughout pandemic lockdowns.
• Tackling economic inequality:

  Tackling economic inequality

  T-Pro employ a number of contractors and freelance staff, all of whom are paid a competitive, market-beating rate in a prompt and on-time manner. The ability for these staff members to work remotely allows for the support of economic communities across the UK. All data handled by our staff is anonymised and has a full audit trail, with added layers of security such as Multi-Factor Authentication. This ensures that our remote working policy does not endanger the security of our service.; ; To ensure the future success of our team, at T-Pro or elsewhere, we invest considerable time and money into staff upskilling. Our company offers a diverse range of solutions for clinical documentation and virtual consultation. As such, we assign two-weeks’ training to all staff—including those employed as contractors or on freelance agreements—to ensure a company-wide, consistent understanding of our client needs and the overall service which T-Pro provides. Alongside this, our company encourages staff to enrol in post-graduate degrees to upskill their capabilities in industry accreditations such as Microsoft and PRINCE2. In such instances, T-Pro supports our employees with both funding and the time and space necessary to enable them to succeed.; ; Investing in the future is also something we contribute to via the employment of a number of university students on work experience placements between 3-6 months. These positions are well paid and offered primarily to trainee doctors/clinicians whilst they undergo their university courses, with hours designed to suit their education requirements. T-Pro are additionally involved in business development mentoring sessions through the medium of Invest in Ireland. Our work contributes to the support of smaller IT companies across Ireland and the UK. We aim to improve these businesses’ development plans, showing how they might replicate our success and employ more people in the IT sector.
• Equal opportunity:

  Equal opportunity

  T-Pro’s status as a primarily remote-working company allows for the support of equal opportunity employment. Any staff whom we employ does not need to travel to our offices, and can instead work comfortably in their own accessible environments. To ensure that staff are fully able to fulfil their roles in these environments, our HR team undertakes a Home Working check in the form of a self-certified questionnaire. Should staff flag any additional needs through this questionnaire, T-Pro will fund, supply, and install any equipment which may be necessitated.; ; We pride ourselves on the diversity of our workforce, and encourage openness as an ethos throughout T-Pro. In previous years we have participated in Dublin Pride, with key team members in attendance. We also embrace the expression of cultural events throughout our physical offices as well as online via virtual conference platforms such as Microsoft Teams.; ; By employing staff from across the UK and Ireland irrespective of location, T-Pro are able to support applicants from economically disadvantaged regions. In addition to this, we are committed to the upskilling and career development of all staff we employ, including our subcontractors. T-Pro encourage and support the enrolment of our workforce on any course which they feel would benefit their role. We also offer financial contributions toward fees and certifications/exams, as well as the space and time necessary for our staff to succeed in these endeavours. ; ; Our hiring practices designed to meet the needs of, as well as not discriminate against, individuals with any of the nine protected characteristics outlined in the Equality Act 2010. All staff are offered a competitive salary, including those on temporary contracts such as those employed through our student/graduate placement scheme.
• Wellbeing:

  Wellbeing

  Our diverse range of solutions for clinical documentation and virtual consultation support the wellbeing of doctors and clinicians employed by our clients, as well as the patients whom they serve. During the Covid-19 pandemic, T-Pro’s cloud software has allowed clients the capability to continue their working practices without the danger of face-to-face consultation. For our efforts, we were awarded the Impact Award by Deloitte, in conjunction with Meta, for the delivery of our virtual care and telemedicine platform at critical points in the pandemic.; ; In addition to this, the facilitation of remote working allows for doctors/clinicians using our service to undertake consultations from outside of their offices. This means they can work in environments that are more conducive to mental wellbeing. T-Pro’s solutions further support lowered stress in that service users can control all aspects of their work from one streamlined platform (eClinic) and the stress of inaccurate dictation mediums is eliminated (Dictation App).; ; T-Pro engages regularly with a number of charity and fundraising events which focus on key areas such as health, mental health and physical wellbeing—all of which relate to our industry focus. These events are run by our Marketing Department, who run a campaign each quarter. We have previously supported Cancer Research, but, more recently, donated over £2,650 to the Hywel Dda Health Charities, the official charity of our client the Hywel Dda University Health Board. T-Pro encourages staff-run initiatives and fundraising activities and is committed to offering matched donations or doubling money raised through these efforts.; ; Furthermore, T-Pro established a Social Committee early in the Covid-19 toward the support of our contracted workforce. This has since been responsible for arranging online activities to nurture internal relations. Through quizzes, virtual exercise sessions, and online book clubs, T-Pro ensured morale and staff wellbeing throughout pandemic lockdowns.

Pricing

• Price: £60 to £240 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: T-Pro offer a 30-day free trial for up to 10 users. Once a trial contract is signed T-Pro set up accounts and configure system for up to 10 users within 48 hours. Users/technical contact receive access instructions for software. T-Pro provides remote training to users if needed.
• Link to free trial: https://info.tpro.io/eclinic-manager-virtual-clinic-management-solution

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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@tpro.io. Tell them what format you need. It will help if you say what assistive technology you use.