Primary Care IT

Primary Care IT - OneContact

Primary Care IT provide web Tools and software solutions for Primary Care.

This includes OneContact, a digital platform enabling GP practices to communicate remotely with patients where face-to-face appointments are unnecessary, improving convenience, patient access and freeing clinical time.

Our other services include Triage, Foundation System Optimisation, OneAnalytics and Consultancy.

Features

• Ensures patients see the clinician most appropriate for their condition
• Facilitates rapid clinical assessment, reducing risks with non-trained signposting
• Structured data collection prior to patient contacts
• Streamlined reviews
• Appropriate clinical signposting whilst patient is in contact
• Patient dealt with by correct service with the right skills
• Improved patient experience providing a choice of channels
• Remote patient communication
• Online patient communication
• Video patient communication

Benefits

• Improves Patient Experience of General Practice.
• Ensures patient sees the right clinician for their needs.
• Reduces patient frustration at wasted appointments.
• Supports staff to manage workload more effectively.
• Reduces burden on staff by providing appropriate structure.
• Reduces clinical risk, by improving information supplied.
• Saves NHS money with most appropriate treatment route.
• Enhances data quality with more relevant information.
• Massively improved remote patient access too GP practices.
• Saves huge amounts of clinician and admin time.

£0.15 to £0.30 a unit a year

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 dustyn@primarycareit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

266937145835614

Contact

Dustyn Saint
03333 443678
dustyn@primarycareit.co.uk

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: Our software works with General Practice systems (Electronic Patient Records) such as EMIS Health and their EMISWeb system or TPP and their SystmOne system.
• Cloud deployment model: Private cloud
• Service constraints: None that we are aware of.
• System requirements:
  • Modern Browsers (IE 10/11+, Firefox, Chrome, Safari 9+, etc)
  • Mobile Devices running EMISWeb or SystmOne, IoS or Android.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our core support is provided Monday to Friday 8am to 5pm, excluding Bank and Public Holidays. ; ; Non-core support is provided Monday to Friday and over the weekend and Bank and Public Holidays, from 5pm to 8am.; ; Between 8am and 5pm (as above) customers can call us on 03333443678 or via webchat at: www.primarycareit.co.uk; ; Our ticketing can be accessed anytime at: https://support.primarycareit.co.uk/portal/en-gb/newticket
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: No testing against assistive technologies has been done.
• Onsite support: Yes, at extra cost
• Support levels: Our core support is provided Monday to Friday 8am to 5pm, excluding Bank and Public Holidays. ; ; We aim to resolve all issues as swiftly as possible, and in no more than 2 hours in any case.; ; Non-core support is provided Monday to Friday and over the weekend and Bank and Public Holidays, from 5pm to 8am.; ; We will pick up issues raised during non-core hours, at the start of the next core support hours day.; ; Between 8am and 5pm (as above) customers can call us on 03333443678 or via webchat at: www.primarycareit.co.uk; ; Our webchat gives instant access to support staff.; ; Our ticketing can be accessed anytime at: https://support.primarycareit.co.uk/portal/en-gb/newticket
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We can deploy initial resources within a 2-week period following contract award (subject to appropriate governance assurances and log in details).; ; We fully support practices to customise, implement, "go live" and then optimise our service. ; ; We provide a blend of on-site, online, 1-1, 1-few, 1-many training as befits the practice and their needs.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Our service does not at any stage remove data from the customers system. The customer at all times has ownership, control and access to their data, through the practice management system it is stored in. So, there is not need to extract data at the end of contract, and we don't store any data separately.
• End-of-contract process: Our service does not at any stage remove data from the customers system. The customer at all times has ownership, control and access to their data, through the practice management system it is stored in. So, there is not need to extract data at the end of contract, and we don't store any data separately.; ; Contractually, if a customer decides to stop using our service, we simply deactivate it on the agreed date and payment stops. It's a very straight forward process.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our service works the same on mobile or desktop.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Users access our services through their normal desktop, laptop or mobile interface (eg: browser, IoS, etc), as part of the accessing their General Practice Electronic Patient Record system solution (such as EMISWeb or SystmOne). ; ; Our software is embedded in these GP systems, and is used in conjunction with them, seamlessly.; ; End users (patients) access via online or telephone (as above) as part of the digital access to Primary Care.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have not done any testing against assistive technologies, although the General Practice suppliers who's software we run on top of/as part of, may have.
• API: Yes
• What users can and can't do using the API: Primary Care IT's OneContact solution is fully integrated with EMISWeb and other GP Foundation Systems (like SystmOne from TPP), ensuring the right data supports clinical and non-clinical staff in managing patient access and workflow.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our service enables customers to customise it in various ways, including the flow of the signposting, the types of staff involved, the clinicians or clinical teams used, local information such as practice names, locations, etc. It is fully customisable.; ; We would normally set this up at implementation, and there would be a local customer super user (often the GP IT Lead, Practice Manager or Senior Administrator) who can then customise our service over time as changes occur.

Scaling

• Independence of resources: Our service adds intelligent value and remarkable insights over and above the practice management systems in use. ; ; As such, and as we rely on their solutions to deliver our services, the scaling of resources is managed by the likes of EMIS Health or TPP (other GP systems vendors do exist, although these are the main players), and rely on the service level agreements they have in place with NHS Transform (NHS Digital as was).; ; Where our digital channels for OneContact use online or telephony, these are all cloud based, with significant scaling built in if ever required.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide a range of service metrics including:; ; Usage of our triage toolset; Staff activity reporting
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Other
• Other data at rest protection approach: All data is processed via GP EPR vendors (EMIS Health and TPP) through the NHS Network (HSCN/N3 depending on migration status for the practice).
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users would not use our service to export their data. Users data is always stored in their practice management system/electronic patient record, where they can do with it what they will.
• Data export formats: Other
• Other data export formats: Not Applicable.
• Data import formats: Other
• Other data import formats: Not Applicable.

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • 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: Our OneContact service mostly uses the systems hosted by the GP Practice Systems vendors, we can guarantee 100% uptime, however, we are dependent on the system vendors and the service level agreements they have in place with NHS Transform (ex NHS Digital).; ; The online and telephony components are cloud hosted, fully scalable, highly resilient, and have passed the business continuity and disaster recovery standard as sent out by NHS Digital as part of the Digital First, Online Consultation, Video Consultation framework that sits alongside GP IT Futures.
• Approach to resilience: Secure data centres are a requirement for all foundation clinical systems, approved by NHS Digital (now NHS Transform) and Department of Health and Social Care. ; ; Given most of our OneContact solution is embedded within these, we enjoy the same standards. ; ; We are compliant with the Data Security and Protection toolkit. ; ; We also comply with the standards required by GP IT Futures framework, including incident reporting and an ITIL compliant support desk.; ; The online and telephony components are cloud hosted, fully scalable, highly resilient, and have passed the business continuity and disaster recovery standard as sent out by NHS Digital as part of the Digital First, Online Consultation, Video Consultation framework that sits alongside GP IT Futures.
• Outage reporting: Any outages are notified via email alerts, website news publications and our social media channels.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: This is restricted according to a tiered authority level. ; ; Users are trained to the appropriate level before being provided with access. ; ; Defined escalation policies are in place for differing levels of incident management.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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 have access to real-time 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • NHS Data Security and Protection Toolkit (DSPT) -
  • General Practice Information Technology Futures (GPITF) Framework compliance.

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: We have Cyber Essentials and are compliant with the NHS Data Security and Protection Toolkit (DSPT). ; ; The link to our last 4 years worth of DSPT ratings (all "Standards Met") are here: https://www.dsptoolkit.nhs.uk/OrganisationSearch/8JP74
• Information security policies and processes: We are currently going through accreditation for ISO 27001, which we should be accredited for during 2022. We therefore have a full range of information security policies and processes in place.; ; The link to our Information Security Management System shown on our website is available here: https://www.primarycareit.co.uk/information-security-management-system-isms/

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Available on request. Compliant with Data Security and Protection Toolkit
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Available on request. Compliant with and detailed in Data Security and Protection Toolkit. Cyber Essentials certified.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available on request. Compliant with Data Security and Protection Toolkit. Cyber Essentials certified. Compliant with GPIT Futures requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: We run an ITIL compliant support desk, using continuous monitoring software. Incidents are monitored for using all communications channels - telephone, web form, social media, email communications etc. ; ; All incidents are assessed in keeping with NHSD HIMMS reporting guidelines and escalated appropriately according to impact, severity and clinical risk.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  Primary Care IT is aware that 4-6% of UK carbon emissions come from healthcare, much driven by the NHS, through supplies and deliveries as well as patient and staff journeys.; ; By using our service patients remove the need to make unnecessary trips, unnecessary home visits are reduced, so staff need to make fewer trips and so we help the NHS to reduce it's impact on climate change.; ; We also encourage all our staff, when they do need to travel for business (and much of our work is carried out remotely without the need to travel), that they consider the most appropriate route with an eye on climate impact.
• Covid-19 recovery:

  Covid-19 recovery

  As a company founded and led by a practicing GP, and with our entire customer base embedded in primary care in the NHS, we are only too aware of the challenges of recovering from Covid.; ; Through using our services, customers can manage their workload and appointments processes more effectively, helping to reduce patient frustrations, ensure patients get the timely appropriate care they need, and helping to reduce the burden on primary care staff.; ; All of this supports managing the recovery from Covid by keeping down waiting lists, ensuring access to the right clinicians and supporting the workforce.
• Tackling economic inequality:

  Tackling economic inequality

  We support GP practices across a wide range of communities, some in the most deprived areas of the country. By supporting them to deliver the best healthcare possible, we help them get people better, quicker, and help those people contribute to the economy in valid ways - helping them and their communities.; ; The population health components of our services assist the NHS to identify poor health conditions, the reasons behind those, and then, often with partners working in integrated care, address those issue which directly and indirectly help to tackle economic inequality.; ; We also support practices to ensure they get the payments they are due from the central systems, which means that often underpaid, deprived areas do not lose out on the funding that supports people to be well and get well and so be economically active.
• Equal opportunity:

  Equal opportunity

  We are an equal opportunity employer. We employ people from a wide range of backgrounds and communities, and pay everyone, equally, according to their roles.
• Wellbeing:

  Wellbeing

  By the very nature of our services, we aim to support the wellbeing of not only the patients we support through our customers, but of the GP staff who use our services, reducing their burden and improving their wellbeing.; ; We aim to ensure we do the same internally, and have policies in place to ensure the time and space and support for our staff when they need it, to ensure they are well, and so serve our customers the best they can.

Pricing

• Price: £0.15 to £0.30 a unit a year
• 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 dustyn@primarycareit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.