AccuRx

Accurx: the integrated care communications platform

Accurx supports clinicians in primary care: general practice, pharmacies. Secondary care: acute trusts, community, mental health organisations to communicate with patients and each other. Two-way messaging, questionnaires, patient engagement portal, NHS App, email, patient Initiated/Triage, video consultations, appointment booking & reminders, share care records, digital care pathways, msk, cancer screening.

Features

• Two-way messaging, attach images & documents, scheduling messages, unlimited messages
• Clinical questionnaires, admin questionnaires, questionnaire builder, PROMS, A&G
• Appointment Booking, Appointment Reminder, Batch Messaging & Cohort Management
• Online consultation, Patient Triage, Video Consultation, Patient Initiated, Patient Portal
• Digital Front Door, clinician messaging, services signposting, FFT, NHS Login
• Collaborative inbox, email, sms, hub working, cross organisation booking
• Proxy support, selfbook, bulk booking, care navigation, assign to colleagues
• ISO9001, ISO27001, CyberEssentials Plus, DCB0129, Type 1, DSPT, DTAC, IM1
• Cancer screening, NHSMail, PDS, Vision, EMIS, SystmOne, PAS, GP Connect
• Dashboards, ICB reporting, practice reporting, fragment management, analytics, automated workflow

Benefits

• Single, integrated easy-to-use healthcare communication platform to reduce complexity
• Deliver modern general practice, communications SNOMED coded, save to record
• cost savings, operational efficiencies, digital pathway, bulk messaging
• Manage inbound demand: Online triage, questionnaires, asynchronous messaging
• Reduce waiting lists, DNA reduction, cancellations, unnecessary appointments, increase activity
• Reduce administrative burden, streamline process, support elective recovery capacity
• Enhanced patient experience, health check, share patient records, total triage
• Advice and Guidance, seamless interoperability, Improved Screening Uptake
• Waiting list validation, long term care, remote monitoring, cancer screening
• Supports accessibility, digital inclusivity and patient usability, NHS system integration

£0.20 a unit a year

• Free trial 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 tenders@accurx.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

281422867192066

Contact

Andrew Field
02070992279
tenders@accurx.com

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: Accurx can be used as a standalone web-based service or integrated with clinical systems including: EMIS Web/Community, SystmOne, Vision, Rio, HISS EPR & PAS providers. These integrations surface live patient lists, enable appointment management, allowing users to save digital communications to the patient’s record. Accurx integrates with NHSApp, NHSmail, NHS111/GP.
• Cloud deployment model: Public cloud
• Service constraints: Our technology stack auto-scales as demand requires, with no overhead. We achieve this through running our applications on Kubernetes with auto-scaling based on CPU utilisation. ; ; Our databases are placed in an 'elastic pool' which allows them to comfortably cope with demand surges. This is further minimised through offloading bulk workloads to 'rate-limited' queues. ; ; Our technology’s ability to scale is proven as we currently provide services to 98% practices and 78% trusts in England with average uptime of >99.99% in 2023 with >100,000 concurrent users. ; ; We operate a zero planned downtime process including making changes backwards compatible, enabling enhancements without downtime.
• System requirements:
  • NHS Mail
  • Microsoft Windows 7 and above (for desktop version only)
  • 150MB hard drive space (for desktop version only)
  • 100MB working RAM (for desktop version only)
  • .NET 4.6.1 or greater (for desktop version only)
  • Reliable internet connection
  • Access to the domains accurx.com domains (including the subdomains)
  • 1GHz or faster processor or SoC (as required for Windows10)
  • Display: 800 x 600 (as required for Windows10)
  • Video consultations require additional access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We offer UK based live chat support with a team of User Support Specialists; ; Monday to Friday: 8am - 8pm, ; Saturday: 9am - 5pm, ; Sundays and Bank Holidays: 9am - 1pm. ; Our team supports 5,000+ customer interactions a month with a <5 minute response time and average user chat satisfaction score in prior year of over 95%.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Our webchat support software (Intercom) has been audited, and is compliant against WCAG 2.1 AA guidelines. Accessibility design items include: elements are clickable by keyboard, have focus states, supports screen readers (text is readable/navigable, adds visually hidden text, removes mouse hover), and it is optimised for colour contrast. Our site uses simple language and minimum words per page, supporting translation tools, e.g. Google Translate. ; ; In the past 2 years we have resolved over 100,000 conversations with users and patients with a 96% satisfaction rating. This has allowed us to carry out extensive web chat testing for our user and patient population and tailor our practices to the needs of our full user base.
• Onsite support: No
• Support levels: Our user support function is built on the principle that every user should be able to reach friendly, responsive and user-centred support immediately. It’s also a great channel for user feedback so we can continuously improve our product. We provide the following SLAs:; Support First Response - Webchat: Within five-minutes allowing users to seek support in real-time while navigating the product.; Support First Response - Email: Within 6 hours (monthly average, within service hours); Support Time to Resolution - Webchat and Email: Within 12 hours (monthly average, within service hours); Platform Availability: 99.9% uptime (monthly average, within service hours); ; Our team also uses TeamViewer; this allows, (with the user’s express permission), to securely take remote control of the user’s computer to aid them troubleshoot issues.; ; Incident management is triggered by the user support specialist using a defined procedure by triaging and assigning a priority level based on potential/actual impact and consideration the type of incident.; Accurx severity level classification is aligned with NHS England’s Incident Management and Severity guidelines. Accurx provides 24x7 support for critical outages.; Accurx escalation routes are determined by incident type (E.g. information risk, clinical safety). ; All support is included at no additional charge to our customers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Accurx delivers implementation support packages to suit the unique needs of each organisation. Each organisation receives specialist training and support which has had input from specialist advisors from Clinical, Information Governance and Behavioural Science Teams.; ; All Accurx customers benefit from access to a dedicated team consisting of Customer Success and Implementation support. Within Primary care, users are led through a twelve-week implementation plan offering bespoke, high intensity support, onboarding and training to ensure seamless implementation.; ; For all other NHS providers (pharmacy, acute trusts, community and mental health organisations), we provide additional specialised transformation support with bespoke and tailored plans. ; ; Accurx prides itself on its Platforms' simplicity, intuitiveness and ease of use. Healthcare professionals can be set up to initiate patient communication, or colleagues on patient care within minutes. Designed to be user friendly, it requires little prior training for users to start using its features, although as standard we do offer; ; Bespoke training sessions, both in person and remotely, to accommodate location needs, ; ; Industry leading user support with a 96% CSAT score, ; Access to an extensive library of 450+ support articles, a suite of instructional YouTube videos and regular webinars to provide visual demonstrations of all our products.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: YouTube guidance videos
• End-of-contract data extraction: When the contract ends - in line with the NHS Digital Data Migration Standard if a customer ceases to use Accurx and notifies us (via support@accurx.com) that they’d like everything deleted, they should ensure a senior clinician and Caldicott Guardian confirm this instruction in line with our stated process. This ensures that Patient data used in Accurx products is protected with the same high security standards we use for all data, including GDPR. We build the platform in line with NHS Digital Information Governance Standards that require us to keep records following the Records Management Code of Practice for Health and Social Care and retain an audit trail of all data that passes through our communication platform (specifically GP-IG-11-3 and GP-IG-11-4). This audit trail includes patient data.
• End-of-contract process: Contracts run for the period (including any optional extension period) confirmed within each Order Form/Call-Off Contract. Termination rights and notice requirements are also set out within the Order Form/Call-Off Contract. Should customers wish to extend their contract and this is allowed under their Order Form/Call-Off Contract, we ask that they provide us with 12 weeks’ notice before the end of the term of the contract.; In the case of a contract not being extended, the standard Accurx exit plan / offboarding plan is followed. A Customer Success Manager will facilitate the exit plan working with the nominated customer stakeholders. ; The plan outlines the following standard approaches when exiting a contract: Key actions for stakeholders (Accurx and customer), communication plan, notice period and notice period activity, switch off and post exit activities, transfer of information to a new provider, safe transfer and management of data, working with new providers.; At the end of the contract, if the service is ended no further messages can be sent with all user accounts disabled

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Healthcare professionals can use mobiles to carry out video consultations and send SMS messages (including attaching documents) to patients from the web-based version of Accurx. The desktop version provides integration capabilities (E.g. EPR and PAS), and allows healthcare professionals to use all of the Accurx features.; ; - From a patient perspective, everything that they receive from Accurx can be actioned and responded to on their mobile phone. Including; SMS, sending photos, conducting video consultations and completing online consultations.; ; Accurx integrates with the NHS App for messaging and online consultations extending the communication options for Patients
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The Accurx platform can be used standalone, or fully integrated solution with NHS and organisation clinical systems. The Accurx platform provides a desktop solution which is primarily used in general practices, as well as a web-based solution, which is primarily used in pharmacies, acute trusts, community and mental health organisations. Both platforms provide integration capabilities for existing systems to seamlessly sync patient details, upcoming appointments, manage patient lists and save digital communications to the patient’s record.; The ease of use of the platform has led to 87% of staff stating that their workload is more manageable since using Accurx
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Accurx has a fully experienced / competent in-house multidisciplinary team and use the audit services of Deque, reducing our reliance on the need for external testing to be completed on early designs / products. We have, and continue to, invest in our in-house capabilities on WCAG and accessibility to support this. Our multidisciplinary product teams undertake a robust, detailed early testing process to ensure our products and services meet the required standards incorporating: early design user testing, design from the component library, and comprehensive user testing. User Researchers collaborate closely with the user support team and external agencies to recruit users with diverse backgrounds, digital literacy levels, and professional roles. Guidelines ensure the recruitment process aligns with diversity goals for testing participants. ; ; Teams carry out: repeated testing, development testing using ARC to provide an objective analysis of code against requirements, and implement corrective actions. ; ; The Accurx design team follows best-practice change/release processes (audited externally by PwC), iteratively planning and testing. ; As a result, the product enables patient accessibility, through: supporting different communication formats (text/email/video), working with screen readers. ; Being built on semantic web best practices to ensure translation tools for non-English speakers (such tools include: online translators or Translator Web-Extensions.
• API: No
• Customisation available: Yes
• Description of customisation: The Accurx platform enables users to customise some aspects of the way in which they utilise the software. Customisation options include:; Messaging templates - Users can use pre-existing templates from Accurx, adapt them, or create their own in order to support workflows and pathways when sending messages to patients.; Questionnaires - As with messaging templates users can use existing questionnaire templates, or create custom questionnaires to support workflows and pathways within a practice or trust environment.; Patient triage - Access settings can be customised to limit and suspend new patient triage requests being received to enable workload management. Settings can be determined by admin or clinical request types.This is in addition to the customisation of the message seen by patients when accessing and submitting a patient triage request.; Inbox - Use of the inbox can be customised to suit individual or group access needs within an environment and aid visibility to communications and triage requests supporting clinicians and care navigators in efficient workload management.; ; Accurx supports continuous improvement and through patient and user feedback continues to iterate its platform. Development of the platform from this feedback enables changes to be made to address cross organisation needs.

Scaling

• Independence of resources: Our technology stack auto-scales as demand requires, with no overhead. We achieve this through running our applications on Kubernetes with auto-scaling based on CPU utilisation. Our databases are placed in an 'elastic pool' which allows them to comfortably cope with demand surges. This is further minimised through offloading bulk workloads to 'rate-limited' queues. Our technology’s ability to scale is proven as we currently provide services to 98% practices and 78% trusts in England with average uptime of >99.99% in 2023 with >100,000 concurrent users. We operate a zero planned downtime process including making changes backwards compatible, enabling enhancements without downtime

Analytics

• Service usage metrics: Yes
• Metrics types: Accurx provides metric reporting via in-product, regular/on-request reports, or interactive dashboards.; Dashboards provide an overview of adoption, trends, qualitative and quantitative data available for export. Depending on the products procured, usage data available can include the following; SMS sent (singular and batch), patient questionnaires sent, booking links sent and appointments booked, appointment reminders sent, video consultations initiated, online consultations received (including PIFU); ; Depending on the customer, data can be aggregated at varying levels, and the majority of data available filterable by date ranges. ; Note: some reporting limitations may occur dependent on contract and setting.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• 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: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: If an organisation, user or patient requests a Documented Data Extract, we will provide a structured JSON file with every piece of Data we hold about them.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We guarantee maximum availability by ensuring planned and unplanned downtime is minimised. We do this by carrying out rigorous testing before our products are released.; ; This includes software passing Unit testing, then Integration testing, followed by User Acceptance testing. We also complete penetration testing of all products with Arcturus, a Cyber Security Consultancy. Continuous build integrations incorporate testing automation into the software build and distribution processes. We also cloud infrastructure to ensure we can respond as quickly as possible in the event of downtime.; Our product ethos is to have no downtime or maintenance scheduled because solution maintenance is ongoing, and scheduled periods of unavailability to perform maintenance is unnecessary.; As a result of this, our average availability for 2023 was 99.99%. ; We exceed NHS England SLA of <0.01% of service availability downtime for maintenance, updates and fixes. ; ; Monitoring availability: Uptime.com and App Insights monitor availability/product usage. Monitoring and alerting within our applications informs our engineers/operations team of issues like increased error rates.; ; Accurx’s status page (status.accurx.com/uptime), accessible to all users, runs in real-time. ; ; As a cloud-first solution, there is no planned downtime, the platform adopts changes from deployments seamlessly.
• Approach to resilience: As a cloud first solution, we utilise Microsoft Azure data centres, the industry-leading cloud platform with more than 90 compliance offerings, and use Uptime.com and App Insights to monitor product availability/usage. Our systems are designed to ensure maximum reliability/flexibility, E.g. databases are placed in an elastic pool, allowing them to meet demand surges and providing confidence to the current 98% of GP practices and 78% of NHS Trusts in England that utilise our products.; All live products and have gone through rigorous testing processes in order to get to this stage. As we are continually developing our products, each iteration goes through rigorous testing processes before going live. Our organisational and project specific test processes are founded on the principle that no software will be shipped without a 100% test pass.; This includes software passing Unit testing, Integration testing, followed by User Acceptance testing. We complete regular Penetration Testing of all products with Arcturus, a Cyber Security Consultancy.; Additionally, we practice agile methodologies for iterative improvements. This includes a retrospective session at the end of each agile development sprint to reflect on testing processes and improvement opportunities.; Our approach enables consistently high availability, in 2023 average availability was 99.99%.
• Outage reporting: Accurx’s status page is accessible to all users in practices, PCNs, ICBS and Trusts, and is maintained by our DevOps Team with real-time updates for ongoing/past incidents. The public visibility of this status page means that it can be used to check for known issues before contacting the Support Team.; ; When issues are detected that impact system availability, our User Support/Communications Teams actively issue communications via our Help Centre, website, and social media channels. In the unlikely event the system is unavailable, users can contact the Support Team for technical support/guidance. We’ve previously been praised for the way we’ve handled outages:; “What a refreshing change to have an IT provider inform us on Facebook and Twitter that the service is down. Normally, we have to rely on Chinese whispers, and online IT forums to work out there is a problem. Thanks for keeping us updated.” - General Practitioner

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: - Desktop version: Users can be authenticated by: NHSmail to register for an account; EPR profiles (E.g. TPP SystmOne or EMIS Web), administrative approval at the location using the platform, or via an auto-approval method.; ; - Web-based version: Healthcare practitioners are either authenticated by being required to logon via NHSmail Single Sign-on (SSO) or verify access to an email account associated with a domain from a restricted list. Any collaborative features also require approval by an administrator and 2-factor authorisation.
• Access restrictions in management interfaces and support channels: We have a Bastion host which we use to restrict access to management interfaces in Azure. We use private networking so that any management interfaces are not publicly accessible. The provisioning of any access follows the principle of least privilege, i.e. access is given on a need-to-know, need-to-have basis. We are also making use of multi-factor authentication to increase the security around our data and our user’s identity. Lastly, we have privileged identity management controls in place. Any privileged access must be requested and can be approved only for a short-period of time, after which it is automatically revoked.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS via British Assessment Bureau
• ISO/IEC 27001 accreditation date: 16-08-2021
• What the ISO/IEC 27001 doesn’t cover: All parts of the service are covered
• 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:
  • NHS Data Security and Protection Toolkit assurance (ODS code 8JT17)
  • Fully compliant with DCB0129 (assured by NHS Digital for this)
  • ICO Registration (ZA202115)

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: We have a policy framework in place that aligns with information security and governance practices based on our certifications and standards/bodies guidelines: ISO 27001, NHS Digital (DCB0129, ODS code 8JT17), NHS DSP Toolkit, UK National Cyber Security Centre, Cyber Essentials (and Plus). Accurx has a dedicated information security and privacy team, the CISO reports directly to the Accurx executive team, and takes a risk-based approach towards securing Accurx’s ecosystem and information. A security strategy, aimed at maintaining an acceptable level of risk across the organisation is documented and iteratively adapted as the organisation and guidance changes. ; Policy documents include, but are not limited to: a vulnerability management policy requiring regular penetration testing; a secure coding policy requiring privacy and security by design in our products; Data Protection Impact Assessments for all new products and forms of data sharing. All are reviewed, at a minimum, on a yearly basis.; Accurx’s servers are in the Microsoft Azure Data Centre. Data sent is encrypted when in transit and at rest. ; Furthermore, we have a rigorous onboarding and awareness program that sees every employee trained on our policies when they join and ongoing once every six months to a year, depending on their role.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All development work goes through a pull request testing process: developers submit completed feature code for review, which is added to the master branch upon passing peer code review. Continuous build integrations incorporate testing automation into the software build and distribution processes. We have integrated dependency scanning in our pipelines, to ensure that any dependencies used have no vulnerabilities. We carry out regular penetration testing of all products to assess for potential security impacts. We run infrastructure as code in our cloud environment and therefore all mentioned controls also apply to our infrastructure changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We carry out regular penetration testing. We have automated dependency scanning integrated within our pipeline. We run automated vulnerability scans on our infrastructure/applications fortnightly.; Vulnerabilities are mitigated as per our vulnerability management policy - high/critical risk vulnerabilities must be mitigated within two weeks.; Updates on our cloud environment/Operating System updates on end-user devices are pushed automatically, ensuring we are always running latest secure versions of OS.; We get threat intelligence from RSS feeds/National bodies. Potential threats are identified by internal security team and Arcturus, our security provider, a member of CISP, run by the NCSC.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We run multiple forms of malware scanning in our environments. New files being uploaded by users are scanned and are either made available if safe or quarantined if not. We also have a WAF, and have defender for cloud continuously scanning our cloud environment. We also monitor all access to production databases.; Once reported through our diligent internal process, we aim to remediate a security incident as soon as possible, with the help of our incident response provider, Mishcon De Raya, who is on retainer to assist us with reacting, forensic investigation and remediation of any information security incidents.
• Incident management type: Supplier-defined controls
• Incident management approach: Service requests, feedback and complaints are raised via website live chat or email (support@accurx.com) which are powered by Intercom. The User Support team with input from other teams (where relevant) will determine if an incident has occurred (further details via public help centre article ‘Incident Management at Accurx’). Internal monitoring, enables incidents to be raised by engineering teams.; ; Once confirmed, an incident is raised using our incident management toolset (incident.io). The service management team ensures that correct internal processes (mitigating, resolving and lastly, documenting learnings and follow-up actions) are followed in line with internal policies and Service Level Agreements (SLAs).

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: Yes
• Connected networks: Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Policy outcome: effective stewardship of the environment (MAC 4.1 Deliver additional environmental benefits in the performance of the contract including working towards net zero greenhouse gas emissions).; Our approach will support the NHS Carbon Footprint target of 2040, NHS Carbon Footprint Plus target of 2045, and the government's target of Net Zero 2050. Our Carbon Reduction Plan is published online.; ; We use Furthr, a business carbon auditor and consultancy who measure, advise and analyse our performance in this area. Account Manager will provide the Commissioner with Furthrs’ annual report, alongside evidence of carbon offset. This will further be supported by provision of Accurxs’ Evergreen assessment annual report to demonstrate ongoing commitment in the delivery of the service to a sustainable model in the delivery of this service.; ; Accurx commits to identifying further opportunities in the delivery of services under this framework contract, including the removal of unnecessary paper in workflow and communications. Our team will provide solutions to Commissioners to achieve this objective. Our Sustainability Working Group will support the Account managers in the delivery and reporting of specific sustainability goals agreed with commissioners.; ; (MAC 4.2 Influence staff, suppliers, customers and communities through the delivery of the contract to support environmental protection and improvement).; We already deliver staff training on working sustainably and regularly engage in ways in which they can reduce their carbon footprint. We commit to providing at least one update per year for contract staff on this topic in the delivery of this service.; ; Our Sustainability Working Group run regular staff volunteering sessions. We commit that twice a year, across the framework contracts for the delivery of the service, we will deliver two 90-minute online sustainability webinars demonstrating the methods in which the service can support lowering the impact on the environment for customers.

  Covid-19 recovery

  Policy Outcome: Help local communities to manage and recover from the impact of COVID-19 (MAC 1.1 - Employment, re-training, return to work).; Twice a year, across the framework contracts for the delivery of the service, we will deliver two 90-minute online career webinars for people who are long-term unemployed, returning to work after a period of inactivity or seeking re-training into the tech industry.; ; These will be delivered by at least three members of the Accurx team assigned to support the contracts across the framework (roles including Software Engineer, Operations Manager, Product Manager, etc).; ; The agenda will include:; Presentations/discussions on the tech industry and potential career options, covering useful experience/qualifications for these roles, where to look for opportunities/work experience, etc.; Q&A session.; ; Within three months of contract start, the Account Manager will work with Commissioners to identify community-based VSCEs or projects who might benefit from this.; ; These sessions will be delivered via Whereby, a secure video meeting platform, with no user account requirements/software installation, to reduce barriers to entry for participants.

  Tackling economic inequality

  Policy Outcome: Create new businesses, new jobs and new skills; (MAC 2.3: Education and training).; Twice a year, across the framework contracts for the delivery of the service, we will deliver two 90-minute online career webinars for young people (year 10 – 13) interested in a career in the tech sector.; ; These will be delivered by members of the Accurx team supporting the contracts across the framework (roles including Software Engineer, Operations Manager, Product Manager, etc).; ; The agenda will include:; -Presentations/discussions on the tech industry and potential career options, covering useful experience/qualifications for these roles, where to look for opportunities/work experience, etc.; -Q&A session.; ; Within three months of contract start, the Account Manager will work with Commissioners to identify local schools or colleges who might benefit from this.; ; These sessions will be delivered via Whereby, a secure video meeting platform, with no user account requirements/software installation, to reduce barriers to entry for participants.; ; Policy outcome: Increase supply chain resilience and capacity.; (MAC 3.2: Innovation and disruptive technologies).; We operate a supply chain that encourages SME businesses to work with us. We will engage with suppliers of new technologies and commit to trialling at least one new to market feature and / or capability each year that has the potential to support the delivery of the service. This initiative will be led by our Finance Lead, who will maintain records categorising the profile of the supply chain.; ; (MAC 3.5: Manage cyber security risks).; A supply chain review will be carried out by our Security Engineering Manager for the suppliers relevant to the services delivered under this framework, including the % that have Cyber Essentials Plus. Our target is for 100% of suppliers handling data in the delivery of the service for this framework to have this certification.

  Equal opportunity

  Policy outcome: Tackle workforce inequality. (MAC 6.1 Tackling inequality in the workforce).; Our team is passionate about growing a diverse and inclusive work culture that reflects the healthcare system, invites different perspectives, and where everyone’s voice is heard. We send regular surveys to Accurx employees to find out how we can keep improving on this front.; ; The Accurx Diversity, Equality, Inclusion, and Belonging (DEIB) strategy provides a focus on People, Product and Partners. Objectives for the year included:; - Reviewing of benefits to ensure they are inclusive; - Supporting minority owned and run businesses in our supply chain; - Designing products to maximise inclusion.; ; A report produced at the end of each reporting year will be offered to the Commissioner by the Account Manager as part of the delivery of service for the framework contracts. This will include new targets set for the year and performance metrics.

  Wellbeing

  Policy Outcome: Improve community integration. (MAC 8.2 Influence to support strong, integrated communities).; The Account Manager will work with the Customer team to identify local projects with partner organisations (VSCEs, community projects, charities, etc) that would benefit from monetary donations that will create the greatest impact. Our commitment is to donate £1,000 per £100k contract revenue during the contract term.; ; The Account Manager and Implementation Manager will work closely with the Commissioner and local teams to co-design and deliver a service that addresses the needs and requirements of the users, patients and communities within which it will be utilised. The implementation team will collaborate with the local teams to enable key challenges to be addressed and that usability and access requirements are met across the community.

Pricing

• Price: £0.20 a unit a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: GP, Three months free trial access to online consultation / Patient Triage with onboarding support; help articles, 1-2-1 calls and webinars. ; ; Acute trusts, Three month free pilot with transformation support, of chargeable features including questionnaires and batch messaging.; ; Scope of community and mental health organisation pilot/trial currently on request only.
• Link to free trial: https://www.accurx.com/sign-up

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