HITACHI DIGITAL SERVICES UK LIMITED

Ambience AI Operating System for Healthcare (powered by Ambience Healthcare)

Ambience Healthcare provides a fully automated AI Operating Platform that captures clinician-patient conversation and seamlessly integrates with EMRs systems to reduce clinician burnout, improve system efficiency, and enable high quality care.
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Features

• Leveraging generative AI to automate documentation generation acting as medical-scribe
• Real-time automated documenation generation to a gold standard.
• Automated intelligent pre-charting
• Automated comprehensive after-visit summaries tailored for the patient
• Automated CDI assistance analyses conversations ensuring ICD-10/CPT-codes/documentation alignment
• Automated referral letters generation to specialists

Benefits

• Reduction in clinician burnout
• Increase coding accuracy and consistency
• Increase patient volumes and referrals
• Increase clinician time with patients
• Provide additional context to notes that hasn’t been recorded previously
• Increase the patient & clinician visit audit
• Improved patient experience

£100,000 a unit

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

Framework

G-Cloud 14

Service ID

285898651648070

Contact

Ian Blond
07707585971
ian.blond@hitachids.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: Has the ability to be an extension to Google Chrome, MSFT Edge, and/or an EMR.
• Cloud deployment model: Private cloud
• Service constraints: Hardware requirements are: Apple iOS 17 or newer for mobile, and a secure version of Chrome or Edge for laptop/desktop.
• System requirements:
  • All systems must adhere to technical requirements,
  • Such as changing default passwords and removing unnecessary accounts.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Subject to SLAs.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: None or don’t know
• How the web chat support is accessible: Available on request
• Web chat accessibility testing: Available on request
• Onsite support: Yes, at extra cost
• Support levels: As per agreed SLAs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a variety of resources such as onsite training, online training, and user documentation to help users effectively use our service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Dependant on EHR structure.
• End-of-contract data extraction: Data will be returned or destroyed according to contract provisions, including format, duration, scope, and deletion policy.
• End-of-contract process: The end-of-contract process involves reviewing and possibly renewing additional services, order forms, and payment terms for continued use.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • IOS
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: NA
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Available upon request
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Meets WCAG 2.1 AA
• API: No
• Customisation available: Yes
• Description of customisation: Customization of software and infrastructure components must be authorized, documented, and tested before implementation.

Scaling

• Independence of resources: By properly allocating resources and allowing for alternate services, users are protected from the demand of others.

Analytics

• Service usage metrics: Yes
• Metrics types: Available upon request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Ambience Healthcare

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Other
• Other data at rest protection approach: Yes. Data is encrypted at rest using AES256 or stronger and access is controlled through written or cryptographically verified authorization.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The approach is subject to the specific requirement. Therefore, clarification by the buyer is needed based on the specific requirement.
• Data export formats: Other
• Other data export formats: Subject to clarification of buyers requirement
• Data import formats: Other
• Other data import formats: Variety of formats depending on EHR integration capabilities.

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: We guarantee availability between 99.9% and 99.98%
• Approach to resilience: Our service is designed to be resilient with automatic backups, secure data centres, and regular disaster recovery testing.
• Outage reporting: Yes, immediate alerts are provided via email alerts for outages and potential downtime.

Identity and authentication

• User authentication needed: Yes
• User authentication: Other
• Other user authentication: Yes, users are authenticated through a strong password policy and optional multi-factor authentication.
• Access restrictions in management interfaces and support channels: We use access controls to limit authorized parties' access to management interfaces and support channels in accordance with business objectives.
• 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 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: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 14/04/2021
• What the ISO/IEC 27001 doesn’t cover: NA
• 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:
  • SOC2 Type 2
  • Trust.ambiencehealthcare.com

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: To be provided upon request.
• Information security policies and processes: In addition to Hitachi Digital Services, Ambience owns and maintains a plethora of policies and processes around security, privacy, operations, and data management. Please visit trust.ambiencehealthcare.com for more information or contact Hitachi Digital Services.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: The organization complies with standard change management procedures, such as SOC2 and SSAE-16, as well as supplier-defined controls.; ; Changes are planned, tested, approved, and documented with clear roles and responsibilities, impact analysis, and remediation measures.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management process includes continuous monitoring and patch deployment, and we gather information from various sources, including vulnerability scanning and penetration tests.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have established processes and procedures to quickly identify and respond to potential compromises, with a 24-hour SLA for communication and resolution.
• Incident management type: Supplier-defined controls
• Incident management approach: Our organization follows a formal incident management process that includes reporting, documentation, response, and external communications, with designated roles and responsibilities.

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: No

Social Value

• Social Value:

  Social Value

  Tackling economic inequality

  Tackling economic inequality

  Hitachi has actively addressed workforce inequality, appointing Lorena Dellagiovanna as our first Chief Diversity Officer and board member in April 2021, alongside Claire Thomas as CDIO. Resulting Success: 1. Inclusive Recruitment and further Development Practices: We prioritise fair treatment and equal opportunities for contract workers, incorporating CV blind interviewing. Our self-directed DEI training platform including subjects of inclusive leadership, creating an inclusive culture, how to overcome bias and many other topics has boosted female and non-Japanese executives at Hitachi by 10%. Now Focusing on emerging talent, we sponsor the 'Festival of the Girl' in London. 2. Investment in Physical and Mental Health: We offer Financial Advice, Career Advice, and anonymous mental health support both internally, through our Mental Health First Aiders, and externally via Optum/MyHeathWebb. We have an Employee Assistance program that ensures employees, and their dependents have access to professional counselling should they require it. More widely, we implemented the Mental Health at Work commitment standards, tailored to the Hitachi workforce. We also have 4 dedicated sessions led by the Equality Institute on how to talk about gender identity, being an ally, using LGBTQ+ identity as a superpower and transgender 101. 3. Environmental Innovator: Hitachi aims to be an innovator, reducing carbon for governments, cities, and customers. The Environmental Vision emphasizes solving environmental issues for a higher quality of life and a sustainable society. Partnering with Rainforest Connection, Hitachi develops data-driven solutions to protect rainforests, combat illegal logging, and preserve biodiversity. As a Principal Partner of COP26, Hitachi contributed to decarbonization and climate action. Committed to a Net Zero society, Hitachi strengthens climate targets across the entire value chain by 2050. We were also key contributors at COP28. In conclusion, By implementing improvements and actively addressing inequality, Hitachi aims to create an inclusive and supportive work environment.

Pricing

• Price: £100,000 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Duration is dependant on each case

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 ian.blond@hitachids.com. Tell them what format you need. It will help if you say what assistive technology you use.