ROCZEN LTD

Roczen

Roczen is a digitally-delivered clinical service focusing on specialist weight management programmes for treating obesity, Type 2 Diabetes and related conditions. Roczen is available for NHS patients (Tier 3), and as a workplace health programme for staff. Roczen is regulated by the CQC, evaluated by NICE, and compliant with DTAC.

Features

• Specialist weight management services delivered by multidisciplinary clinical team
• Digital-first delivery via secure purpose-built Roczen app
• Face-to-face (synchronous) video consultations with clinicians
• Asynchronous messaging with clinical team for rapid support
• Online peer and champion support community with messaging, video meets
• Educational resources, recipes (>300), and personalised content (nutrition, exercise, motivation)
• At-home HbA1c blood tests to assess type 2 diabetes risk
• In-app recording of key patient metrics
• Comprehensive outcomes tracking (e.g. weight loss, mental health) and reporting
• Prescribing of weight loss medications (e.g. Wegovy, Mounjaro)

Benefits

• Affordable, accessible solution to a major healthcare challenge
• Delivers outcomes aligned to national and local health priorities
• Promotes diversity: obesity disproportionately affects different communities
• Tackles health inequalities through accessible digital delivery
• Improves physical and mental health, and comprehensively tracks outcomes
• Improves workplace productivity, addressing a major cause of absence
• Reduces workload on NHS primary care, handling prescriptions, complications etc
• Alleviates weight stigma anxiety sometimes experienced with in-person services
• Equips patients with evidenced-based techniques to manage metabolic health
• Promotes prevention of type-2-diabetes and associated co-morbidities

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 opportunities@resethealth.clinic. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

243079033204266

Contact

Laura Newson
07813299053
opportunities@resethealth.clinic

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no service constraints other than patients must have a mobile device to use our service and the Roczen mobile app supports iOS version 12+ and Android version 8+
• System requirements:
  • IOS version 12 or later
  • Android version 8 or later

User support

• Email or online ticketing support: Yes
• Support response times: Mon-Fri 08:30 - 17:30: SLA is within 2-5 hours; Weekends and bank holidays: users get an out of office response stating that their query will be answered during weekday working hours
• 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: None or don’t know
• How the web chat support is accessible: Web chat is accessible 24/7 by users, via our website. Before a chat commences, users will be first directed to self-serve articles available through our Help Centre. These articles provide comprehensive information to users on both common technical and/or support queries. ; ; During normal working hours, users requesting help via the chat can type their message into the chat box and they will receive notification of the average response time. Users will be provided with online support within this timeframe.; ; Outside normal working hours users will see a message asking them to leave a message, which will be responded to in-hours.; ; Users can provide their email address should they need to leave a chat and one of our support team will contact them.
• Web chat accessibility testing: We have not yet conducted testing with users of assistive technology
• Onsite support: No
• Support levels: Roczen provides individual users with dedicated clinical care to manage their metabolic health via our digital platform. Individual users access the service via a mobile app. ; ; No additional infrastructure setup is required from the procuring organisation.; ; We provide direct customer support to users, which covers technical and non-technical support. All inbound queries are triaged by the customer support team, who will escalate queries to other members of the team, including clinical, technology, sales & marketing, and finance.; ; Support is free, and is available for technical and general enquiries from users. Support will be provided in several ways:; 1. Web chat via the Roczen website; 2. Email or phone, servide by our customer support team; 3. Online help and resources (available via our online Help Centre); ; There is a dedicated account manager for each procuring organisation, who holds monthly feedback sessions.
• Support available to third parties: No
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Users of Roczen are guided through the platform when they first register/sign-in. The platform has been designed to be intuitive, mitigating the need for in depth training to be delivered.; ; A user manual is available via our Roczen website (https://assets-global.website-files.com/61fae8dfbffd22856ca31b8c/64db376803a7bd71a7c5b9fb_Roczen%20User%20Manual.pdf) and this provides comprehensive information and guidance on using the platform.; ; In addition to the above, we run briefing sessions to HR / Wellbeing teams of the procuring organisation. Sessions cover eligibility for the Roczen health programme, how to discuss metabolic health with colleagues, and ways to access the programme.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Individual users can request for a complete export of data they provided and stored on the Roczen platform. This can be provided in a HTML file. Note that this can be extracted at any time, not just after the contract ends.
• End-of-contract process: As per our Health Record Retention Policy, all health data will be retained for a period of 8 years. Users can continue to access resources provided to them as part of the contract but will not have access to clinical and peer group support via the mobile app.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Roczen's user onboarding information is accessible via our website. The onboarding steps of users is described in our user manual https://assets-global.website-files.com/61fae8dfbffd22856ca31b8c/64db376803a7bd71a7c5b9fb_Roczen%20User%20Manual.pdf

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our service is only available to patients with a mobile device. Nevertheless, patients are able to access customer support via our web browser chat functionality available on our website or by email.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: "Roczen's service interface allows user to:; ; 1. Have remote access via mobile app 24/7; 2. Track health outcomes metrics; 3. Send/receive text message with clinicians and mentors; 4. Participate in video consultations with clinicians; 5. Access educational resources (articles/videos)
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: We have not yet conducted testing with users of assistive technology
• API: Yes
• What users can and can't do using the API: Users will not directly use the Roczen APIs, they are designed and maintained for use by our applications
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: The infrastructure team routinely monitor the load on our servers and conduct load testing to ensure available capacity.

Analytics

• Service usage metrics: Yes
• Metrics types: We publish our service metrics, such as uptime/service availability through a dedicated page on the Roczen website. This is updated on a monthly basis.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Supplier-defined controls
• 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 CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• 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: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Individual end users can submit a request for their data to be exported. ; ; Patients health data is confidential, we do not export individual health data to procuring organisations.
• Data export formats: Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats: N/a

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 have Service Level Agreements in place with third parties to guarantee 99.9% uptime and availability of the Platform.
• Approach to resilience: 1. No single point of failure by design.; 2. Multiple nodes/replicas for database, application, storage and similar services.; 3. Processing split over more than one data centre.; 4. Multiple entry points from Internet.; 5. Multiple independent power supplies.
• Outage reporting: Uptime availability is reported through a public dashboard that is updated monthly: https://www.roczen.com/en-gb/service-status; ; In the event the service is unavailable a notification is pushed to a patients mobile application informing them there is an outage. The notification is delivered through an API.

Identity and authentication

• User authentication needed: Yes
• User authentication: Multi-Factor Authentication (MFA)
• Access restrictions in management interfaces and support channels: OAuth 2 - Access is restricted by username and password access. We also have 2-factor authentication in place to ensure that the user using the management interfaces and support channels is the user stated.
• 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 receive audit information on a regular basis
• 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: No
• Security governance approach: The Information Security (Info Sec) Committee is responsible for good information security and data protection governance across the organisation. The committee consists of team leaders from the technology, operations, and clinical teams, with oversight from the Data Protection Officer. The committee meets monthly to review incidents, risks, and audits relating to data protection and security. ; ; In addition, we have commissioned an external dedicated data protection team that chairs a quarterly data protection risks meeting with the Info Sec Committee to prioritise action plans in responses to new risks or changes to the business operations.
• Information security policies and processes: The Information Security (Info Sec) Committee is responsible for good information security and data protection governance across the organisation. The committee consists of team leaders from the technology, operations, and clinical teams, with oversight from the Data Protection Officer. The committee meets monthly to review incidents, risks, and audits relating to data protection and security. ; ; In addition, we have commissioned an external dedicated data protection team that chairs a quarterly data protection risks meeting with the Info Sec Committee to prioritise action plans in responses to new risks or changes to the business operations.
• 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: 1. Change request is raised by an authorised team member via a ticket management system ; 2. Changes that may alter the security posture of organisation are approved by the Technical Architects; 3. Every code and infrastructure change made is committed to a Version Control System ; 4. The change is approved by 1 other authorised individual; 5. Changes are tested on a non-production environment; 6. Release notes contains audit trail of change; 7. Changes are deployed into production with authority from either Head of Technical Delivery, Head of Engineering, or CTO; 8. Production access restricted to two named individuals
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: 1. Solution Architecture review between architects; 2. Code review; 3. Static code analysis (this is automated into the Continuous Integration system); 4. Scheduled library update process; 5. Subscription to CVE/similar bulletins; 6. Automated patching of servers (typically happens once or twice a day)
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Potential compromises are identified using Amazon GuardDuty, if a potential compromise has been identified the DevOps team will quarantine and re-provision. The DevOps team response is aligned with the Recovery Time Objective (RTO) which is 6 hours.
• Incident management type: Undisclosed
• Incident management approach: Roczen has a robust incident management framework, supported by the Incident Reporting Policy, Data Breach Policy, and PSIRF Framework. ; ; Staff use our customised compliance system to report incidents. These are automatically directed to the appropriate Line Manager or Supervisor for monitoring and response. Incident reporting forms are in line with PSIRF. Clinical incidents are discussed at clinical operations meetings and reviewed monthly by the Medical Advisory Board. Data breaches incidents are reviewed by the InfoSec committee.; ; All incidents are reviewed at the quarterly Management Board meetings.
• Post-quantum cryptography secure: Yes

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: Health and Social Care Network (HSCN)

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: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Self-certified via Self-Assessment Questionnaire (SAQ) A
• PCI DSS accreditation date: Wednesday 20 March 2024
• What the PCI DSS doesn’t cover: The SAQ A is not applicable to face-to-face channels or to payment service providers. Roczen is a Merchant using card-not-present, outsourcing handling of account data to two PCI DSS compliant third-party payment processors. We do not electronically store or transmit account data.
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 586de4f5-3d0c-4a92-a579-6e75cfbe0a5f
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 35019063-1eb9-415c-a412-6017187a2874
• Other security certifications: Yes
• Any other security certifications:
  • NHS Data Security & Protection Toolkit
  • Digital Technology Assessment Criteria (DTAC) approval by NHS England

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
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • 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

  • 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
    • Delivery of additional environmental benefits through 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • 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
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • 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
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 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 opportunities@resethealth.clinic. Tell them what format you need. It will help if you say what assistive technology you use.