HEALTHCALL SOLUTIONS LIMITED

MyHealthCall Patient Engagement Platform (PEP)

Integrated into the NHS App and all EPR and PAS systems, MyHealthCall PEP allows patients to view and manage their outpatient appointments, access clinic letters and supporting information. A consistent look and feel of the NHS App with in-app notifications creates a familiar experience for patients.

Features

• Seamlessly integrates with the NHS App
• Connected to HSCN; hosted in ISO 27001:UKAS compliant data centres
• Can integrate with all EPR & PAS Systems
• Automated booking confirmations, notifications & appointment reminders
• In-app, SMS & email communications
• Broadcast messaging (to all patients or to cohorts)
• Upload files independently via content management portal
• Patients can view appointment letters & resources via NHS App
• Comprehensive activity reporting functionality
• Dashboard highlights unopened digital correspondence allowing a fully inclusive model

Benefits

• Reduced paper letters & leaflets, meaning reduced operational costs
• Reduced carbon emissions supports achieving Greener NHS Net Zero targets
• Reduced appointment related telephone calls, allowing for greater productivity
• Better plan work through worklist creation from patient responses
• Ensures patients receive timely communications
• Fewer missed appointments and improved patient satisfaction
• Digitally inclusive: email/ SMS notifications if not accessed NHS App
• Reduced DNA rate makes for operational cost savings
• Patients report MyHealthCall PEP is seamless & easy to use
• Increase patient engagement with NHS App, aligning with NHSE strategy

£135,920 a licence a year

• Education pricing available

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 enquiries@healthcallsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

280036862413145

Contact

Claire Graham
01914814083
enquiries@healthcallsolutions.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: The NHS App; Formfinity; eMeet & Greet; VirtualCare
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Modern web browser (Edge, Chrome, Opera)
  • Wi-Fi connectivity or mobile data if accessing via NHS App
  • Android version - current minus 1
  • IOS version - current minus 1

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Service desk is available for organisations Monday to Friday 9.00 - 17.00. There is an SLA that outlines priorities and response times. Out of hours and weekends there is an on-call system that will respond to the highest priority tickets. ; ; Patients will access the NHS App service desk with any password resets or admin queries.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Operational Hours: 24x7x365; Business Support Hours: 09:00-17:00 Monday-Friday (excluding Public Holidays); Availability: 99.90%; Allowable Unplanned Downtime (mins per month): 43; Incident Resolution Times (in business support hours):; ; Severity 1: 4 hours; Severity 2: 8 hours; Severity 3: 10 hours; Severity 4: 50 hours; Severity 5: 140 hours; ; Problem Fix Times:; Severity 1: 14 working days or an agreed release; Severity 2: 28 working days or an agreed release; Severity 3: 56 working days or an agreed release; Severity 4: 112 working days or an agreed release; Severity 5: 224 working days or an agreed release; ; Service Reporting Monthly:; Service Request (Max time listed): Maximum 2 months; Disaster Recovery: 4 hours; Recovery Point Objective (RPO): Zero
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Our support is tailored to the needs of each organisation. Training can be provided remotely or onsite. A dedicated project manager is assigned for the duration of implementation. The following is included as standard:; ; - Project implementation management; - Project plan; - Structured governance; - RAID management; - Product user guide; - Test evidence and release notes for future releases; - DCB0129 and support with DCB0160; - Operations readiness planning; - Support is ongoing after go-live, and a dedicated account manager is assigned to all customers; - Our service desk offer includes a self-service area with FAQs and user guides; ; Additional training can be provided at additional cost.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: A service ticket can be raised to delete all tenant-based data. At the end of the contract, the data will be securely deleted or destroyed, or if directed by the customer in writing, returned and not retained.
• End-of-contract process: At the conclusion of the contract, Health Call ensures a seamless transition for customers. If the only action required is closure of the solution, our team efficiently manages the process, ensuring all data is returned to the client or safely destroyed. This includes transferring any stored information back to the client's designated system or storage platform in compliance with data protection regulations. Included in the price of the contract are comprehensive services tailored to our customer's needs. This encompasses initial implementation of the solution, ongoing technical support and maintenance, regular updates and enhancements to ensure optimal performance and access to our dedicated customer success team for assistance and guidance throughout the contract duration. However, certain additional services or features may be available at extra cost. These could include customised development work to tailor the solution to specific requirements, additional training sessions for staff, integration with third-party systems, or premium support packages offering extended service hours or faster response times. Our pricing structure is transparent, and any additional costs are clearly communicated upfront, allowing clients to make informed decisions based against their budget and requirements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: MyHealthCall PEP is predominantly a patient-facing solution, and patients access the service through the NHS App. Where the NHS App is not used, patient standalone access can be facilitated.; ; An organisation's users access the PEP management portal through a browser, for administration and management of patient communication - this is only available via a browser.; ; If patients are unable to access information via the NHS App and/or email, SMS notifications are sent.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Primary access is through the NHS mobile App using a seamless design that is mandated by the NHS Wayfinder team. Alternate direct browser-based access can be provisioned if applicable/required, keeping the same design as the NHS App for simplicity and ease of use. An organisation's users access the PEP management portal through a browser, for administration and management of patient communication - this is only available via a browser.; ; System interface is provided through HL7 integration.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Our platform meets WCAG 2.1 AA standards, which means the interface is compatible with assistive technology such as screen readers.
• API: Yes
• What users can and can't do using the API: Health Call's APIs provide a “connection” between the PEP and an organisation, or Trust, whereby each Trust will invoke an API to pass on patient appointment information.; The APIs adhere to the RESTful Web API principles; The APIs are not HL7 or FHIR compliant; not all consumers of the APIs could meet this standard.; ; Organisations can also get data via the API if deeper integration into an organisation's systems is required. For example, asynchronous patient requests to change or cancel appointments can be retrieved via the API and integrated with Trust local booking systems. Patient engagement information can also be retrieved - for example, if a patient has read their appointment letter in the NHS App, or has paperless preferences, this can be integrated with an organisation's own print and dispatch process.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Our platform is hosted on Azure data centres, which allows for use of multiple servers in different locations and so safeguards against outage/ service disruption in one centre.; ; Regular performance testing is carried out as part of the release process.

Analytics

• Service usage metrics: Yes
• Metrics types: Health Call sends a daily Power BI report to organisations. The report provides the following insight data:; ; - Accumulative volume of notifications/ SMS/ emails sent to patients; - Total appointments in the PEP plus status (cancelled, DNA, attended); - Accumulative registered/ unregistered patient view; - Patient details breakdown i.e. volume of patients with a mobile number, email address, etc; - Accumulative total of patient requests to change or cancel appointments and RSVPs.; ; Additionally, there are planned changes for the delivery of Wayfinder MIV2, including a data warehouse. Trusts will be able to query the data warehouse for real-time data retrieval.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

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

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: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Customers can export operational data from the data warehouse via an in-product reporting facility. Customers are able to refine the export criteria based on date range and field selections, then export the data to a .csv file for local analytics.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Integration engine which uses HL7 and FHIR standards.

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)

Availability and resilience

• Guaranteed availability: The platform has been designed to provide greater than 99.95% availability and the service support agreement is based upon this as a minimum.
• Approach to resilience: Available on request.
• Outage reporting: In the instance that there is any outage, there is a process in place to keep clients fully informed via email alerts.; ; Outages will be communicated immediately, with updates provided every 30 minutes via email until resolved.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: We restrict access in management interfaces and support channels by using IAM to provide access control to cloud services. We also utilise Role Based Access Control permissions, which are assigned to all individual IAM management accounts in order to further enhance cluster level access restrictions. We also implement K8 as a control across our service, with respect to this. All of these factors ensure that management interfaces and support channels have the required restricted access necessary for safe, excellent performance.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • 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: Yes
• Who accredited the ISO/IEC 27001: Certified Quality Systems (CQS)
• ISO/IEC 27001 accreditation date: 26/05/2023
• What the ISO/IEC 27001 doesn’t cover: Any bespoke and/or visualisation layers to the platform would not be covered under this certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • DTAC
  • NHS DIGITAL DSPT
  • GDS Assessment
  • SCAL Compliance

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: Information security is central to all that we do at Health Call, and we hold the following relevant policies, available on request:; - IT Security Policy; - Data Breach Policy; - Appropriate Policy; - Data Retention Policy; - Bring Your Own Device Policy; - Due Diligence Policy; - Data Protection Policy; - Recruitment Privacy Policy; - Website Privacy Policy. ; ; We undertake annual audits to ensure that we continue to meet security standards ISO27001 and CE+ and annual penetration tests are undertaken on all of our platforms, unless requirements differ. Weekly infrastructure/security reviews are undertaken to pick up new threats and/or to ensure any security patches or upgrades are implemented in a timely manner.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use internal change management governance, which forms part of our QMS. A Change Control Policy is available upon request, as is demonstrations of how the policy is implemented through the platform. DevOps tooling supports a part of our change and configuration management process. This ensures a secure, yet auditable record of any changes made to the service, technology stack, or code base. Significant changes are reviewed by a Change Management Team, whose purpose is to review any requested changes and assess prioritisation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We adhere to the service pack update and patching processes as defined in our ISO27001 information security policy. Patch/release deployment is pre-configured and built into our PaaS code, in order to enable release implementation. This enables us to achieve zero downtime. Patches can therefore be deployed immediately after approval is obtained from the Change Advisory, and Information Security, advisory Boards. This ensures that we can reactively deploy patches where needed.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our PaaS holds built-in security monitoring and alerting tools, which ensure that we can protectively monitor our service. CloudWatch is also utilised, which protects data at rest using encryption.; ; All security incidents are responded to immediately. In the event that a potential compromise has been detected, we would notify a customer, alongside conducting an in-depth risk analysis. Both the results of this analysis, and client direction would determine our action plan.
• Incident management type: Supplier-defined controls
• Incident management approach: We record and manage incidents per our security incident policy and response procedure, and thus operate pre-defined processes for common events. Incidents can be reported by users via email or telephone. Our support services team will perform root cause analysis on any incidents that occur, with corrective and preventative action plans documented and implemented to prevent or reduce the probability of the incident reoccurring. Following this, Incident Reports are then shared with customers within 24 hours of the incident being reported, via email.

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)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality

  Fighting climate change

  Health Call has a Carbon Reduction Plan in place, and we are continually reviewing how our operations align with the Greener NHS Net Zero Supplier Roadmap. MyHealthCall PEP has the potential to dramatically reduce an organisation's carbon emissions through removing the need for much printed correspondence.

  Covid-19 recovery

  Health Call are proud to have developed an LFT reporting and vaccine booking solution for NHS Trusts before this functionality was available through the NHS App. ; ; Our entire product range, including MyHEalthCall PEP, compliment one another to bring solutions that aid waiting list validation and intelligently address the backlog of NHS appointments whilst also improving patient experience.

  Tackling economic inequality

  Health Call was founded on this very principle. We began with an INR solution that is still in use across the North East of England today. The solution provided patients with the option of managing their condition and submitting readings remotely, and one of the primary outcomes of its use was patients no longer needing to take time from work to travel to outpatient clinics. Our values today are still very much aligned with this mission. We would welcome a conversation to understand the socioeconomic landscape within your region, and to discuss how our expertise within this area and our products could be applied uniquely.

Pricing

• Price: £135,920 a licence a year
• Discount for educational organisations: Yes
• Free trial available: No

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 enquiries@healthcallsolutions.com. Tell them what format you need. It will help if you say what assistive technology you use.