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Insight

Insight - Novari eRequest

Route and manage any type of request or referral for any type of healthcare service (i.e., endoscopy, diabetes, surgical, ambulatory clinics, palliative care, diagnostic imaging, mental health, etc.).
Configurable software, supporting the coordination of care for various referral workflow use cases at individual hospital trusts, across ICS’s, or clinical networks.

Features

  • Know the status and location of every referral in real-time
  • Real-time reporting -customisable dashboards provide information and alerts.
  • Load balancing through routing to a central intake/hub model
  • Integrate with PMS, EPR, and others via FHIR or HL7

Benefits

  • Enables mandatory referral data, so referrals are complete and appropriate.
  • Updates the referring providers using email and automated mess
  • Customised workflows (e.g., intake, triage, routing, etc.) for load balancing.

Pricing

£105,815 a unit 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 pstenderteam@insight.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

2 1 0 0 5 9 0 9 7 7 6 2 0 9 7

Contact

Insight Public Sector Tender Team
Telephone: 0344 846 3333
Email: pstenderteam@insight.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
Bi-weekly code deployments. Transparent to end-users
System requirements
Running on recent chromium based browsers

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 1-2 hours during regular business hours, 9 to 5 (UK time), Monday to Friday. No weekend coverage. We have incident monitoring in place for key services.
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
Novari Health offers a structured support framework encompassing various tiers:
Tier 1: Novari Client Administrators deliver Tier 1 support directly to end-users of Novari solutions. They address basic troubleshooting and resolve issues related to desktop, browser, configuration, and networking. This includes tasks such as table maintenance, user access management, and data correction.
Tier 2: Novari Health provides Tier 2 support for advanced troubleshooting and issue resolution. Accessible exclusively by Novari Client Administrators, Tier 2 support involves capturing reported issues and providing tailored troubleshooting steps based on the information provided.
Tier 3: Handled by the Novari professional services team, Tier 3 support focuses on addressing configuration-related issues and optimizing system performance.
Tier 4: Managed by the Novari product engineering team, Tier 4 support addresses complex issues, often related to product functionalities or software bugs. This team leverages their expertise to resolve intricate technical challenges.
Support available to third parties
No

Onboarding and offboarding

Getting started
We run an implementation project to configure client's system. UAT and role based training is part of the implementation.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
Video
End-of-contract data extraction
Bespoke exports. Client requests data, we provide formatted to their choice.
End-of-contract process
"Extensions are available.
Otherwise Novari will return and/or destroy data per client's wish."

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
There are no differences. There is an adaptive UI.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Browser based interface.
Accessibility standards
None or don’t know
Description of accessibility
Browser based interface can leverage the accessibility functions related to the browser being used.
Accessibility testing
N/A
API
Yes
What users can and can't do using the API
"Users cannot access the API's
API's are designed for interoperability using ADT, HL7, or FHIR.
"
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
"User Interface and metadata can be adapted to meet clients workflow needs.
Customization during implementation or via change requests post-implementation by Novari implementation services.
Users with elevated privileges can make customizations.
Users can also set profile default settings within predefined options.
"

Scaling

Independence of resources
"Server resources can be scaled up or down based on demand. Auto-scaling is available.
"

Analytics

Service usage metrics
Yes
Metrics types
Volume and status of referrals
Reporting types
Real-time dashboards

Resellers

Supplier type
Reseller (no extras)
Organisation whose services are being resold
Novari Health

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
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
Client requests data, we provide formatted to their choice.
Data export formats
  • CSV
  • Other
Other data export formats
Bacpac or as requested by client
Data import formats
Other
Other data import formats
  • Manual upload of case records
  • Import of data through integrated patient data

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
99.99% in alignment with Microsoft Azure availability. There is no default refund for failure to meet SLA.
Approach to resilience
We build and host our services on Microsoft Azure. The resilience of their data centres is the foundation for our products. This includes data replication in secondary geolocation site. Any additional information would be available on request.
Outage reporting
Email alerts to clients.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Role based access control
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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
User-defined
Access to supplier activity audit information
Users contact the support team to get 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 Canada
ISO/IEC 27001 accreditation date
25/03/2020
What the ISO/IEC 27001 doesn’t cover
N/A All standards and Annex A items apply
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

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
"Novari Health has an Information Security Management System (ISMS) certified to ISO27001 which is governed by our senior executive team via our ISMS Governance Committee (IGC); which includes our Chief Information Security Officer (CISO) & Chief Technical Officer (CTO), Data Protection Officer (DPO), Chief Executive Office (CEO) and Chairman of the Board, President and others. The IGC meets on a quarterly basis and reports directly to the organisation's Board of Directors. Our information security policies are focused on protecting the confidentiality, integrity and availability (CIA) of the data we own and process. Policies and processes have been created to support our risk-based framework, of which governance, risk management, incident management, business continuity and disaster recovery are core elements. Our policies and procedures fall within the following categories:
- Information Security Policy;
- Human Resources (vetting, employment contracts, discipline, employment termination, annual Information Security Staff Awareness training etc);
- Asset Management (including information and physical asset registers);
- Access Control;
- Change Management;
- Cryptography controls;
- Physical Security;
- Operations Security;
- Communications Security;
- Development and Testing Standard Operating Procedures (SOPs);
- Supplier Management;
- Incident Management;
- Business Continuity and Disaster Recovery;
- Compliance."

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All aspect of configuration and change management are managed under our ISO 27001 guidelines, processes and principles. Novari uses various system to track and manage all config and change programme and follows industry best practices and guidelines at all times.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
All aspect of vulnerability management are managed under our ISO 27001 guidelines, processes and principles. Novari uses various system to track and manage all potential threats and can mobilise quickly to address threats and apply patches. Novari follows industry best practices and guidelines at all times and work with industry leading partners to keep ahead of all information relevant to threat management.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Azure sentinel linked to Better Stack
Incident management type
Supplier-defined controls
Incident management approach
Our incident management process is documented and adheres to ISO27001;2013. Incidents are reported via a range of sources e.g. customer, SIEM, internal reporting, and are investigated, contained and managed by our Incident Response Team, major incidents can be escalated to the ISMS Governance Committee (IGC) and all incidents are reviewed on a quarterly basis and reported on at the IGC meetings.

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
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Reducing wait times for services through better resource allocation and prioritization resulting less use of paper and re-processing of information.

Covid-19 recovery

Reducing wait times for services through better resource allocation and prioritization resulting in increased operational efficiency and expiditing backlogs.

Tackling economic inequality

Reducing wait times for services through better resource allocation and prioritization resulting in transparent access and monitoring for all patients.

Equal opportunity

Centralized management of resources improves accessiblity to services and resources across the healthcare domain.

Wellbeing

Reducing wait times for services through better resource allocation and prioritization resulting in improved outcomes for patients.

Pricing

Price
£105,815 a unit 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 pstenderteam@insight.com. Tell them what format you need. It will help if you say what assistive technology you use.