The Access Group

Access Care & Clinical

Access Care&Clinical is a leading cloud-based digital care-planning and electronic-health-recording tool for Residential and Nursing Care Homes. Delivered by browser and mobile app (online/offline), it removes paper whilst improving quality and compliance. Part of the Access Care Suite (5,800+ registered providers), it's easy-to-use and helps you deliver outstanding care.

Features

• Comprehensive electronic records through charts and progress notes
• Fully customisable electronic forms
• Accessed through a synchronised web portal and mobile application
• Customisable 'rules' trigger automated workflow
• Mobile application is fully offline capable
• Alerts for 'residents at risk'
• Reporting and exporting of data
• Actions and task management
• Electronic care plans
• Integration to EMAR

Benefits

• Improved quality of care and regulatory compliance
• Key insights help to identify and manage residents at risk
• Reduce: Duplication, communications lags, errors, safety and security breaches
• Single care record - no multiple/contradictory versions of records
• Mobile app provides accurate point of care recording
• Operational efficiencies through workflow rules and automation
• Automated alerts for 'Residents at risk'
• Always up to date Care Plan
• Customisations can be made easily by your organisation
• Create reports on any aspect of your organisation and services

£3.50 a unit a month

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 Natalie.GilesGrant@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

227011071368140

Contact

Natalie Giles-Grant
01206322575
Natalie.GilesGrant@theaccessgroup.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: Access Workspace; Access Medication Management; Access Care Compliance
• Cloud deployment model: Public cloud
• Service constraints: Planned Maintenance is after 22:00
• System requirements:
  • Internet Access via supported browsers (html5 enabled)
  • Mobile application for Android devices only

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Access has developed a range of support plans. Our online Knowledge base and Community service plans are available to all our clients. We have made significant investment in our client support tools. The Success portal provides around the clock access to log incidents, browse articles and videos to find solutions. Our Support teams are available M-F 9-5 ( or 8-6 on Standard/Premium) On these plans P1 cases are responded to in 1 hour. Please refer to Access for further details
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Priority Description Response time Target resolution time ; ; Priority 1 The entire Access Product service is "down" and inaccessible. Complete failure of Access Product Telephone Based Electronic Monitoring Service (where applicable). This does not include local Customer issues for example, but not limited to Customer infrastructure or internet connectivity issues. Priority 1 incidents shall be reported by telephone only when outside Normal Business Hours. Within two hours during Extended Business Hours. Within four hours during Extended Business Hours. Continuous effort after initial response and with Customer co-operation. ; ; Priority 2 Operation of Access Product is severely degraded, or major components of Access Product are not operational and work cannot reasonably continue. Within 4 hours during Normal Business Hours. Within two Business Days after initial response. ; ; Priority 3 Certain non-essential features of Access Product are impaired while most major components of Access Product remain functional. Within 12 hours during Normal Business Hours. Within seven Business Days after initial response. ; ; Priority 4 Errors that are non disabling or cosmetic and clearly have little or no impact on the normal operation of Access Product. Within 24 hours during Normal Business Hours. Next release of Access Product.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Access Care & Clinical provides a number of different types of deployment plans, including on-site training and configuration, Web based training programs, on-line video and electronic documentation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users can run reports using the custom export facility in the software. Also clients are passed their data upon request, subject to standard T's & C's.
• End-of-contract process: At the end of the contract the client is given 30 days to migrate any data before it is erased from all servers.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • 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: All records can be accessed and updated on the web console or the mobile application (the latter even if offline); ; The mobile app element is dedicated to the process of care giving and recording, including understanding and completing actions, understanding the resident you are providing care for and updating your records of care using Charts and Progress Notes at the point of care.
• 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: Yes, Care & Clinical has an internal API, and this is secured using username and password authentication, and subsequent token based access. The APIs are internal and managed by Access Workspace
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Digital forms, care plans and their domains, resident details, workflow rules, user roles and permissions, can all be customised; ; Customisation can be carried out with no technical expertise (beyond the level of using packages such as Microsoft Word/Powerpoint) using a drag and drop form builder, changing role permissions and types using check boxes and inbuilt wizards for creating bespoke automation rules. Care Plans can be customised and workflow rules can automate keeping a Care Plan up to date and accurate.; ; Customisation is controlled based on user type (for example Organisation Manager or Care Home Manager) and carried out through the secure web portal.

Scaling

• Independence of resources: Access Care & Clinical hosted servers are monitored ensuring that the service can expand sufficiently if required. In addition to this we use automated monitoring tools to alert us when demands on resource meet or exceed certain thresholds (CPU, RAM, I/O, disk usage etc). The infrastructure is sized to deliver comfortable capacity for even our peak service periods, day-today usage currently runs at 1/3 total capacity.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers can review service usage in real time dashboards from within the software, this data includes the numbers of users.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

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
  • European Economic Area (EEA)
• 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: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: The end user can export data from Access Care & Clinical in .CSV and .XLS formats.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLSX
  • PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • XLS
  • Delimited text
  • PDF
  • .DOC & .DOCX
  • Images

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We will use commercially reasonable efforts to make the SaaS available 99.7% except for unavailability during emergency or routine maintenance.
• Approach to resilience: Available on request
• Outage reporting: Users can subscribe to email alerts giving updates on scheduled maintenance and outages. An online portal is also available to clients

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We operate role profile based Access Control - based on least privilege access. This applies to all our services
• Access restriction testing frequency: At least every 6 months
• Management access 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 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: ISOQAR
• ISO/IEC 27001 accreditation date: 01/09/2014
• What the ISO/IEC 27001 doesn’t cover: Nothing is excluded from the Standard
• 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: All controls included within Annex A of the ISO27001:2013 standard.; Statement Of Applicability (SOA) available on request.

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: All change management is undertaken in line with ISO27001:2013 using JIRA for audit purposes.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Patched and audited by our patch management system. All non-critical OS patches are applied within one calendar month of release, first into pre-production and then into production, as part of the scheduled maintenance window.; AV Updates - Signatures are updated hourly. / Rules are reviewed at minimum every 3 months. Logs are reviewed at minimum every 3 months. ; Access staff responsible for the maintenance of our hosting services subscribe to industry newsletters, belong to various security forums and we additionally receive notifications from our vendors.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We have traffic monitoring and content based alerting which alerts on changes to the site and/or traffic flows implemented at infrastructure and application level. We proactively monitor third party suppliers (hardware, OS, application/web and database server software) vulnerability reporting and security fix availability. Any vulnerabilities found and fixes provided by third party suppliers are patched by our infrastructure team in a timescale appropriate for their level of severity. Any penetration test findings are fixed by Development in a timescale appropriate for their level of severity. Our infrastructure response is within 1 hour in the SLA period 8am-8pm Monday – Friday.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: We operate a robust incident management process in line with ISO27001:2013 ; Staff are encouraged to report all incidents using a pre-defined process using a form available on our Company Collaborate site; Incident reports will be provided following forensics and closure

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

• Fighting climate change:

  Fighting climate change

  Access UK Limited is a Software author and provide associated services, including Hosting, Payroll Bureau and Payment services. We recognise that although we do not undertake manufacturing, our day to day operations will have impact on the environment at global, national, and local level. We are committed to the care of the environment and the prevention of pollution. ; •Access ensures that all our operations are carried out in with the minimum adverse effect on the environment but implementing many available resources and approved processes; •We protect the environment by striving to prevent and minimise our contribution to pollution of land, air, and water; •We keep wastage to a minimum and maximise the efficient use of materials and resources, and manage disposal of all waste in a responsible manner; •We use energy, water, and natural resources wisely and prevent pollution by minimising waste, recycling whenever possible and properly disposing of waste that cannot be recycled. ; •Our management processes are developed to ensure that environmental factors are considered during planning and implementation; •We raise employee awareness and encourage best practices for sustainability at work
• Equal opportunity:

  Equal opportunity

  We want everyone to feel at home at Access, knowing that they are valued for what they do, not who they are. We want people to feel that they truly belong here regardless of their age, gender, race, sexual orientation, or anything else that makes them individual; after all, if we were all the same it would be a pretty dull place. We love the fact that we’re all different. Having more diverse perspectives at work improves how we run our business, helps us support our customers, and when you think about it, it's just more fun. For us, this all starts with helping everyone feel part of the family and being at their best every day, making Access a place where everyone can love what they do and do what they love. We all have regular check-ins with our leaders, take part in monthly employee surveys, have lots of chances to share our views and ask for help, and with our own learning system, 'Access Shine', we really can make things even better each and every day. At Access we'll always hire the best candidate but we're continually looking for creative ways to increase the mix of diverse candidates into our recruitment process. On the basis that you ‘have to see it, to be it’, one thing we're doing is sharing more stories to celebrate the wonderful diverse range of talent we have at Access. It is important for us that our employees understand and reflect the customers and communities we support, and we want everyone to feel at home here, knowing that they are valued for what they do, not who they are. We want people to feel that they truly belong here regardless of their age, gender, race, sexual orientation, or anything else that makes them individual.
• Wellbeing:

  Wellbeing

  Access places specific emphasis on the health and wellbeing of its staff and provides a “Well-being” hub in workspace that provides support for Mental Health, Finances, Social, Physical, Emotional and purpose. Assistance from Health Assured is available for all staff and there are training resources for “working in the new normal” and “Mental health and wellbeing” . Access also has “well-being” champions throughout the organisation. This is supported by monthly employee “check in” surveys and offers of flexible working for staff to meet caring commitments.

Pricing

• Price: £3.50 a unit a month
• Discount for educational organisations: No
• Free trial available: No

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 Natalie.GilesGrant@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.