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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.


  • 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


  • 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

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G-Cloud 13

Service ID

2 2 7 0 1 1 0 7 1 3 6 8 1 4 0


The Access Group Natalie Giles-Grant
Telephone: 01206322575

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
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
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

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
Documentation formats
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
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
Application to install
Compatible operating systems
Designed for use on mobile devices
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
User support accessibility
WCAG 2.1 AA or EN 301 549
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
API sandbox or test environment
Customisation available
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.


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.


Service usage metrics
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


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
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
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
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
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
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Nothing is excluded from the Standard
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
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

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.


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.


£3.50 a unit a month
Discount for educational organisations
Free trial available

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