Luscii healthtech B.V

Luscii: System-wide Remote Patient Monitoring and Condition Management Platform

System-wide remote patient monitoring platform for long or short-term conditions via Virtual Wards, Community, Primary Care and Selfcare models. Patients submit vital sign readings, symptom questionnaire responses and information to their care team via an app. A clinical dashboard displays trends, threshold alerts and patient communication via videocall and messaging.

Features

• Home-based patient support remotely measure vitals and symptoms
• Automatic alerts warn clinicians when a patient's condition deteriorates
• Contact patients when needed via chat or video calling
• Deliver digital coaching, education and self management tools
• Open: simple APIs based on international standards enable EHR integrations
• Modular and flexible platform adapts to local clinical pathways
• Full implementation support including care pathway optimisation
• Remote management and help desk support for patients and clinicians
• Full regulatory compliance with UK healthcare and data protection requirements
• Intuitive dashboards for management information, reporting and healthcare data exports

Benefits

• Save time: increase clinician efficiency, reduce patient wait time
• Cost optimisation: reduce unplanned and unnecessary admissions and appointments
• Enable patient empowerment and patient independence with remote care management
• Improve the care experience for health care professionals and patients
• Increase patient satisfaction and patient wellbeing
• Standard care pathways available such as COPD, CHF and diabetes
• Create custom care pathways aligned to local clinical requirements
• Personalised measurement data, customisable questionnaires and connected devices
• Create combination alerts, automated processing and customised responses
• Adjust alert thresholds per patient or per condition

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

Framework

G-Cloud 15

Service ID

219340919489109

Contact

Lee Gutcher
07858447273
uktenders@luscii.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Adult Social Care
  • Children's Social Care
• Multi cloud support: No

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: Luscii Remote Patient Monitoring is designed to be used as a stand alone system or as a system integrated with local electronic healthcare record (EHR) systems and clinical work flow systems.
• Cloud deployment model: Public cloud
• Service constraints: Patients access the service via either an Android or iOS device (phone or tablet). Our policy is to always support the current and previous versions of each operating system. Clinicians access the service via a secured website that is supported by all modern web browsers (web based clinical access) or through an EHR integration that can be implemented. To initiate a video call to a patient the clinician must use an iOS device.
• System requirements:
  • Patients require an Android or iOS phone or tablet
  • Clinicians access service via all modern web browsers
  • Clinicians can also access via iOS for video calling
  • Current and previous version of operating systems supported

User support

• Email or online ticketing support: Yes
• Support response times: Response times are normally within one working hour.
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Web chat is available to clinicians and patients. This is a simple text only service and does not override the users' individual display attributes (such as contrast) or assistive technology products.
• Onsite support: No
• Support levels: Luscii offers one standard support level for all customers via our central support desk. All customers also have an account manager. Should any issues occur the account manager, support desk team and technical and back office teams all work together to resolve issues and keep the customer informed.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Luscii's service has been carefully designed to be simple, easy and intuitive to use for both patients and clinicians so training requirements are minimal. We work with new customers through a tailored implementation journey. This includes working together to design the most appropriate solution, creating that solution, then training the customer via a combination of onsite and remote training and the provision of a user guide. We also work with the customer to create an explanation leaflet for new patients.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The patient data is shared with the healthcare organisation as part of the service delivery. The healthcare organisation, as data controller, specifies the terms of service to their patients. A patient gives consent to these terms and the privacy statement upon onboarding. Organisations can integrate Luscii with their local EHR system through Luscii's API / webhook integrations based on the FHIR standards. If there is no integration the data is available for download by the organisation admin.
• End-of-contract process: If a customer chooses not to renew a contract the process of cancelling the users or migrating to another supplier is entirely within their control. Removing patients from the service when their either recover, move away from the area or, sadly, pass away is a common occurrence so the customer will be familiar with the process from day 1. The customer has all the data available for download and can move this data if required. Luscii will always be fully supportive in this process, helping the patients and healthcare professionals alike in the process. There are no additional costs associated with this process.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Patients access the service via a mobile device (iOS or Android, phone or tablet). Clinicians can access via an iOS app or via the desktop web service. For a clinician to initiate a video call to a patient they need to use the iOS app.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: For patients, the service interface is an app on either an iOS or and Android device.; For clinicians, the service interface is either a web based interface or an iOS app.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Luscii maintains a full suite of APIs to support EHR integrations. We also follow a process of continual improvement to these APIs. Up to date documentation is always available online.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Luscii service has been designed to be extremely flexible, enabling it to adapt to local needs, whether this be a virtual ward, community care pathway or PIFU model. This can range from varying measurement schedules and alert thresholds on a per patient basis right up to creating an entirely new digitally enabled care pathway. All of the individual patient customisation can be completed by healthcare professionals within the customer organisation. For more complex customisations, such as the creation of a new care pathway, Luscii's implementation experts will work together with the customer to design the solution which will then be created by Luscii's technical team.

Scaling

• Independence of resources: Our servers are rapidly scalable and redundant and we always maintain sufficient excess capacity to cope with any spike in demand. During the peak of the corona virus crisis we experienced several days in which 10,000 new patients self onboarded to the service. Even during those exceptional peak events we only ever reached 15% of available capacity. This is reflected in our availability figures which exceeded 99.99% in both 2024 and 2025.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are aligned to the service delivered to a particular customer. Measurements include:; Number of patients in active monitoring, number on and off boarded in the period, number of patient measurements provided and number of red alerts within those measurements, number of video calls made to patients and average length of those calls, percentage of patient measurements completed at the time requested by the healthcare professional.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: Yes

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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Data is stored on Amazon AWS databases located in the UK and Germany. Storage on these servers is encrypted to protect data at rest. The databases make use of redundancy to ensure availability and are automatically backed up. Each day a full snapshot is backed up and each 5 minutes a transaction log, meaning at most 5 minutes of data is lost after a catastrophic event.
• 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
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Healthcare organisations can make the Luscii data available in their EHR and also download all data from their admin role. Patients can view their data at any time within the app.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • FHIR
  • JSON
• Data import formats: Other
• Other data import formats: FHIR

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: The Luscii service is not designed to provide urgent or critical care. Luscii therefore guarantees an appropriate uptime of 99.9%. In reality we significantly outperform this level, across 2024 and 2025 our availability was > 99.99%.
• Approach to resilience: Data is stored on Amazon AWS databases located in the UK and in Germany. The databases make use of redundancy to ensure availability and are automatically backed up. Each day a full snapshot is backed up and each 5 minutes a transaction log, meaning at most 5 minutes of data is lost after a catastrophic event.
• Outage reporting: Communication methods are agreed on a per customer basis and are either via the account manager or the service desk.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Other user authentication: Account access is protected with multi-factor authentication by sending a login token to the user’s email address.
• Access restrictions in management interfaces and support channels: Luscii uses role-based access control to ensure that access is limited to those with appropriate authorisation. The Luscii support team can see data from all organisations. Whenever a user reads or writes patient data, an audit log entry is written. Account access is protected with multi-factor authentication by sending a login token to the user’s email address.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Multi-Factor Authentication (MFA)

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 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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Luscii is ISO 27001 certified and passed the Cyber Essentials assessment successfully in May 2025. An audit is performed twice a year by an external consultant to ensure policies and processes are well implemented and followed.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Configuration and changes follow our regular (software) development process. Any change requests are prioritized by a Product Owner, refined as a group including security considerations, implemented by a Developer, reviewed by another Developer, and tested by a Tester on an acceptance environment, before being released.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We assess potential threats via third-party vulnerability scans, audits and pen tests. We get security advisories and recent security news from the Dutch cyber security centre (ncsc.nl). Patches are applied weekly.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We monitor diverse metrics including hardware resource utilization (CPU, Memory, Disk, Network etc.), business-level metrics, logging trends (warnings, errors). A potential compromise is followed up as a security incident, described below. Incidents are followed up without delay.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: For technical issues, a ticket is logged in HubSpot with the label security and the appropriate roles are assigned to solve it. For non-technical issues the compliance team is contacted by HubSpot and a ticket is raised. All incidents are registered and investigated according to a specific process, and are then discussed by the compliance team to see if any actions should be taken to avoid the incident repeating in future.
• Post-quantum cryptography secure: No

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 v4.0)

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: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ANSI National Accreditation Board
• ISO/IEC 27001 accreditation date: Friday 23 August 2024
• What the ISO/IEC 27001 doesn’t cover: Nothing. The ISO certification covers the entirety of our Remote Patient Monitoring service.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 21020652-491d-44d3-a5b8-30b1065ef96c
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• 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
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • 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
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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