Solidsoft Reply Ltd

Healthcare Software and Interoperability Co-Design Services

Solidsoft Reply facilitates design-led approaches for co-production of solutions in healthcare. We work with clinicians, helping them to articulate requirements for delivery of services, co-design solutions with patients, analyze the issues they have and evolve practical and innovative solutions.

Features

• Design-thinking workshops
• Generation of ideas and potential solutions
• User journey mapping
• Prototyping and testing of ideas

Benefits

• Service focused on users and patient outcomes.
• Encourages innovative thinking and creative problem solving.
• Reduces risk when adopting new ideas and approaches
• Ensures that the final outcome meets objectives and client requirements.
• Leverages collective expertise

£500 to £1,410 a unit a day

• Education pricing available

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 I.quick@reply.eu. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

259083216218618

Contact

Iain Quick
+44 1256 375700
I.quick@reply.eu

Planning

• Planning service: Yes
• How the planning service works: We practice design-thinking as a collaborative approach to co-design focused on the generation and testing of innovative ideas to solve real-world problems. Our approach puts the end-user at the heart of all decision making. Design thinking is a five-stage process:; ; Empathise. Our initial focus is to understand how end-users perceive the problem and to understand the context on which they encounter the issue. We use workshops, interviews and observation.; ; Define. We work with end-users to agree the definition of the problem and the goals of the organisation.; ; Ideate. We foster innovative and creative thinking through group activities in order to generate ideas that can be tested.; ; Prototype. beginning with a low-fidelity representation of each accepted idea to understand how effectively it addresses the problem. The test activity is iterative, repeating until consensus is achieved.; ; Test: Once the prototype has been sufficiently refined, we test it with real-world users to gain insight into its effectiveness.; ; We support remote appraoches to conducting design thinking, as well as fact-toface adtivities.
• Planning service works with specific services: No

Training

• Training service provided: Yes
• How the training service works: We provide training and knowledge transfer around any solution we have delivered as part of the engagement. This may include administration training. End-user training may be provided where relevant. However, for integration and interoperability, end users generally require training in use of the integrated systems which is not in the scope of our offer.; ; Where training is required, we provide suitable training materials in line with an agreed set of requirements with the customer. These may include manuals, exercises, etc.
• Training is tied to specific services: Yes
• Services the training service works with: Specific to the services we provide.

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We facilitate design-led thinking workshops and activities to help our customers find innovative ways to achieve interoperability between systems and processes in healthcare. Cloud-based systems serve as the locus of modern innovative solutions and play a vital role in enabling new forms of interaction between clinicians and patients. ; ; The rapid adoption of remote consultation and monitoring software, together with the emphasis of the use of remote collaboration tools across the NHS provides a strong incentive to adopt cloud-based solutions. Remote working is, itself, enabled by cloud services. We bring a technical perspective to the table when co-designing real-world solutions, demystifying the cloud and helping carers and clinicians to exploit modern technologies to their best advantage.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft Azure
  • Microsoft Teams

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Solidsoft Reply employs a dedicated quality management team led by a experienced quality manager. Our Quality Management System for development complies with the GAMP 5 specification used extensively across healthcare, and allows us to deliver fully validated systems in accordance with that specification. We are regularly audited for compliance by national medicine verification bodies across Europe.; ; In compliance with GAMP 5, we provide a full documentation set to support system validation by our customers against a set of formal requirements. This includes the IQ (Installation Qualification) document to verify the installation of software in a cloud environment, the OQ (Operational Qualification) document to verify that the software will function according to its operational specification within the cloud, and the PQ (Performance Qualification) to verify that the software consistently performs to the specification for its routine use.; ; Performance testing is integral to our quality approach and is performed repeatedly throughout the development cycle to ensure compliance to requirements. Evidence of performance testing can be provided as part of the validation document set.; ; Solidsoft Reply maintains ISO 9001:2015 and ISO 27001:2013 certifications. We are audited against these on an annual basis using accredited external auditors.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications: GBEST

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: We limit our support to the extent of any solution that we provide.; These are covered under separate G-Cloud services:; ; Microsoft Azure Managed Service; Microsoft Azure business critical cloud application support

Service scope

• Service constraints: There are no constraints.

User support

• Email or online ticketing support: Yes, at extra cost
• Support response times: The response times are within 1 business hour. Service Desk (Core Hours) 9am – 5pm 5 days per week, Monday to Friday (excluding English Public Holidays). Response times outside of these hours is next business day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: By default we provide support via email. Telephone support can be provided on request.; Service Desk (Core Hours) 9am – 5pm 5 days per week, Monday to Friday (excluding English Public Holidays); Optional Out of Hours Support: 8am - 9am, 5pm - 8pm 5 days per week, Monday to Friday (excluding English Public Holidays); Optional Public Holiday Coverage: Should this option be chosen, Solidsoft Reply will provide 24-hour support for all English public holidays that fall within the term of the agreement.; Optional 24 x 7 Managed Service: Should this option be chosen, Solidsoft Reply will provide 24-hour support for High/Medium/Low Priority Incidents as determined in the agreement.; Managed Service Pricing is determined by the individual customer requirement based on the options detailed above.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 7/2/2020
• What the ISO/IEC 27001 doesn’t cover: No exclusions
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  We are committed to becoming carbon neutral by 2025 (including use of offsetting) and reaching net zero before 2050. We will be finalising our Carbon Reduction Plan in 2024, which will define the action plan to achieve this and will include our baseline scope 1, 2 and 3 emission calculations. The action plan will include measures to reduce our emissions and transition to renewable energy, as well as offsetting. We be providing policies, guidance and training to staff to promote development and operation of our cloud systems in a manner that minimises emissions (“GreenOps”). We will monitor our emissions and the progress of our initiatives and update our Carbon Reduction Plan annually.; ; The largest proportion of our emissions results from cloud usage and provision of cloud-based products and services. Our products and services are hosted in Microsoft data centres and are developed using Microsoft cloud technologies such as Azure DevOps and Office 365. Microsoft Azure has been carbon neutral since 2012. This has been achieved through a combination of renewable energy use, emissions reduction and offsetting. Microsoft has committed that its Azure platform will use 100% renewable energy by 2025, be carbon negative by 2030 and that it will remove its historical emissions by 2050. Microsoft also has initiatives to become water positive by 2030 (replenish more water than it consumes) and achieve net zero deforestation.

  Covid-19 recovery

  We have undertaken a number of initiatives which support vulnerable people and communities in their return to work after Covid-19 and help to reduce the burden on public services. Our cloud services also support buyers in meeting the requirements of the Covid-19 Social Value Model theme. ; ; We operate a hybrid working model, allowing staff to work from home with the ability to work in our London office if needed. This allows us to support staff wishing to limit infectious contact. It has also allowed us to recruit throughout the UK, including less affluent areas of the country. Our “Optimise” guidelines promote hybrid working and have established a set of principles that ensure that staff can work flexibly and maintain their productivity, wellbeing, and mental health. ; ; We support employee physical and mental wellbeing through several measures. We operate Employee Assistance Programmes, which provides employees and their families with 24/7 confidential access to counsellors specialising in work-and family-related mental health issues. We provide a range of wellbeing activities and opportunities, including reduced fee gym membership, regular wellbeing webinars and office-based exercise classes. We are committed to the six practices defined in the Mental Health at Work standard. Managers are provided access to training materials to assist them in discussing wellbeing and mental health with their teams. ; ; As a cloud services provider, by definition we support organisations with remote working. Our cloud healthcare products have introduced proven efficiencies that reduce the burden on healthcare professionals. We have also delivered cloud systems that support the rollout of Covid-19 vaccines to Low- and Middle-Income Countries.

  Tackling economic inequality

  As a group, Reply embraces entrepreneurship and the support of small enterprises. Reply operates as a set of SME-style companies and understands the benefits that these organisations can bring. Reply has invested in several key technical innovation projects targeted at tackling economic inequality. Our research laboratories are working with partners to identify new and disruptive technologies in areas such as AI, VR, advanced mobility, robotics and electronic vehicles. ; ; Reply Group runs several programmes aimed at innovation, training and improving access to careers for younger people and those from disadvantaged backgrounds. These include: ; ; • We are partnered with upReach, a UK charity which aims to give access to higher level careers to candidates from less advantaged backgrounds. ; • Student Tech Clash is an idea generation challenge aimed at students of UK and European universities; • Reply Challenges are extensive series of “challenges” aimed at promoting the culture of innovation, with a particular focus on younger generations.; • Reply Ambassador Programme is dedicated to university students who want to start working with Reply during their studies.; • The Code for Kids initiative teaches children across a broad range of schools how to program. Since 2015, more than 15,500 students have participated in the programme.; ; Our hybrid working model allows us to recruit throughout the UK, including less affluent areas of the country. Since moving to this model, we have recruited staff from Scotland, Manchester, Yorkshire and East Anglia as well as our original South-East England base. ; ; We have a Supplier Code of Conduct and all our suppliers must comply in the areas of labour law and human rights, worker safety and environmental sustainability. We are certified to ISO 27001 and perform thorough security evaluations on our suppliers.

  Equal opportunity

  We are committed to promoting diversity, equality and inclusion and promoting a culture where we actively value difference. We recognise that people from different backgrounds and experiences bring valuable workplace insights and enhance the way we work. Making everyone feel equally involved and supported results in rewarding work experiences and fuels innovation. At a Group level, Reply monitors and reports on its diversity annually. We are committed to preventing modern slavery in our corporate activities and supply chains.; ; We make employment decisions based on merit, qualifications, and competence. Our hybrid working model supports staff who may not be able to regularly travel to a work place because of disabilities or long-term health conditions. ; ; At a group level, Reply runs several programmes aimed at increasing opportunities for those from disadvantaged or minority groups. These include: ; ; • The “Reply All - Uniquely Diverse” programme aims to create a community that gives space and visibility to diversity, inclusion and accessibility. ; • Our “Women in Tech” group has been running since 2019 and has a strong voice within the organisation. ; • We monitor equality levels and run coaching and sponsorship programmes to improve this.; • In 2023, panels on women and the LGBTQIA+ community involved more than 822 Reply employees (+150% from the previous year) from 10 countries and 41 different cities.; • We are partnered with upReach, a UK charity which aims to give access to higher level careers to candidates from less advantaged backgrounds. ; • The Code for Kids initiative teaches children across a broad range of schools how to program. Since 2015, more than 15,500 students have participated in the programme.

  Wellbeing

  As a responsible employer, the physical and mental wellbeing of our staff is fundamental to ensuring that they are as effective as possible. We support employee physical and mental wellbeing through several measures. We operate Employee Assistance Programmes, which provides employees and their families with 24/7 confidential access to counsellors specialising in work-and family-related mental health issues. We provide a range of wellbeing activities and opportunities, including reduced fee gym membership, regular wellbeing webinars and office-based yoga and fitness classes. We are committed to the six practices defined in the Mental Health at Work standard. Managers are provided access to training materials to assist them in discussing wellbeing and mental health with their teams.; ; We operate a hybrid working model, allowing staff to work from home with the ability to work in our London office if needed. This allows us to provide a better work-life balance to our staff, particularly those with young family commitments. Our “Optimise” guidelines promote hybrid working and have established a set of principles that ensure that staff can work flexibly and maintain their productivity, wellbeing, and mental health.

Pricing

• Price: £500 to £1,410 a unit a day
• Discount for educational organisations: Yes

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 I.quick@reply.eu. Tell them what format you need. It will help if you say what assistive technology you use.