INICIO HEALTH LIMITED

inicioFlightDeck

Ambient listening technology to support safety in the operating theatre and multiple use cases across Telehealth services.
Full transcription, custom summarisation, live sentiment analysis and key topic identification

Features

• Real time speech to text transcription (multi modal)
• Real time Ai Sentiment analysis
• Live topic analysis
• Custom summarisation - SOAP notes
• Medical large language model
• Custom section for actively listening to compliant processes
• APi driven data interrogation

Benefits

• Provides insights into human factors, driving poor performance
• Insights that drive real operational benefits
• Clinical summary output fully integrated to the EHR
• Dashboard revealing insights into multiple theatres simultaneously
• Live view of sentiment and topics across clinical calls simultaneously
• Support learning to prevent staff and patient harm
• Reduce adverse clinical events
• Provides an advocate for staff and patients

£1.20 to £4.80 a transaction an hour

• Free trial available

Service documents

• Pricing document

  ODP

• 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 hello@inicio.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

308130950975995

Contact

Charlotte Bridger
07921 364898
hello@inicio.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: EHR, EPR, Patient Safety Platforms, Call Handling, Call Management.
• Cloud deployment model: Public cloud
• Service constraints: Nil
• System requirements: Compatible Web Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Same day response across weekdays only; Break fix provided across a 5 day a week SLA; ; Bug fix scheduled for the next available release. inicio shall consider such issues or requests in the light of other Customer requirements and will advise what action will be taken to address the issue.; ; We provide a simple digital easy access ticket system to raise issues.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Inicio customers are supported by all in-house resources. ; ; Production Support is included in the annual license for no additional fee. ; ; Production Support: All customers have access to open cases; using the customer web portal. ; ; It includes authorisation for up to 10 contacts to open support tickets and guaranteed email support during normal business hours for the country of purchase. ; ; For urgent issues (P1), our support staff will respond within one hour. ; ; In addition to quarterly meetings and regular reviews of support cases, you will benefit from a designated support team who will be familiar with the specifics of your deployment and can quickly provide customised support to ensure that you are receiving the
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide on site onboarding, max 5 days on site for set up, more may be purchased if required for an additional POA. This includes provision of microphone equipment, transformation team meeting with full demo. inicio staff remain on site for the inaugral days of system running and demo the live dashboards.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Inicio does not pertain or archive data used by FlightDeck during processing. All data is exportable as .CSV exportable as JSON based export formats.
• End-of-contract process: InicioFlightDeck is hosted in AWS. At the end of any contract term, the Client’s subscription within the FlightDeck tenant will be deleted and AWS will handle the secure deletion of data. ; ; In addition, all backups will be deleted once they exceed the configured retention period. ; ; Any configuration information of logs requests will be shared at the end of the contract. Access to support services and updates ceases on end of contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: InicioFlightDeck features are securely accessed via Web Browser based applications.
• Accessibility standards: None or don’t know
• Description of accessibility: Customers can utilise the platform via Web Broswer
• Accessibility testing: User interfaces have been designed along WCAG AA guidelines and our QA process includes compatibility checking.
• API: Yes
• What users can and can't do using the API: Inicio can expose data via SOAP/REST requests to enable external applications to retrieve any element, such as transcript, summary topics etc., and can interact with existing applications and services API in various manners, including a built in REST capability.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Each client can customise the compliance section of the platform, to train FlightDeck to actively listen to specific processes. An example of this is to ask the platform to listen to the Sign in and WHO checklist to ensure this happens reliably and compliantly.; For Telehealth is can listen to ensure the algorythms for the call is followed compliantly .; The platform can be installed and begin working whilst the customisation takes place - Giving the client immediate insights

Scaling

• Independence of resources: Flightdeck is provisioned to our customers on AWS to provide a unlimited scalability and performance regardless of customer demand, growth or operational pattern. inicio's operations team monitor the solution continuously to proactively manage and resolve any service issues.

Analytics

• Service usage metrics: Yes
• Metrics types: Real time dashboards available 24/7, client holds the full transcription data, topics, questions sentiment analysis and summary reports
• Reporting types: Real-time dashboards

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: 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:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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:
  • Explicit overwriting of storage before reallocation
  • 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: REST API is available for any conversation, allowing data to be retrieved in .CSV / plain text in JSON.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Plain text
• Data import formats: Other
• Other data import formats:
  • Mp3
  • Mp4
  • WAV
  • Most other supported audio formats

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Service Level Standard inicioCloud Services will be available to Customer for normal use no less than 99.9% of the Scheduled Uptime. ; ; Calculation a. (Actual Uptime / Scheduled Uptime) * 100 = Percentage Uptime (as calculated by rounding to the second decimal point) ; ; Performance Credit ; a. Where Percentage Uptime is equal to or greater than 99.9%, no service credit will be due to Customer. ; b. Where Percentage Uptime is less than 99.9%, Customer shall be due a service credit. ; c. The service credit shall be in the amount of 5% of the monthly subscription fee (if the subscription fee is invoiced annually, the monthly fee is calculated by dividing the annual fee by twelve; the service credit is as calculated on a monthly basis for the; reporting month). ; d. The service credit shall increase by a further 5% for each full 1% reduction in Percentage Uptime, up to a maximum of 15%.
• Approach to resilience: InicioCloud is designed, architected, delivered and managed as Enterprise class applications. Further information on exactly how this is achieved is available from inicio on request.
• Outage reporting: InicioCloud provides a service status page as well as proactive service notifications via email to nominated customer contacts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: • Centrally managed user access control, limiting access to named individuals only ; • Role based access according to the principle of least privilege ; • Multi-Factor security; • A complete retrospective audit/change log of all activity ; • Segregation of environments with separate controls governing each ; • Infrastructural security
• Access restriction testing frequency: At least every 6 months
• Management access 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: No

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 full comprehensive ISMS platform we make availabe to clients transparently to afford a line of sight to our information security policies and processes; Contains DPIA's, all clauses, and company security policies

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Inicio offers a robust Release Management Process which applies structure, governance, and control to the Change and Release Management processes. ; ; Release Management Process controls the updates and changes to environments as well as ensuring that this process is only carried out by authorised users, with all actions fully audited. Every time a package is created or edited, this is recorded in the audit trail.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: For every new platform release we perform penetration testing and vulnerability testing. We remediate High and Medium issues before releasing to customers. We also utilise a vulnerability management as part of our platform agents to feed into our Security, Information and Event Management (SIEM).
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Inicio operates a comprehensive protective monitoring process across its services and internal operations. In the interests of security, further details on these practices are available on request. To date, all threats are identified and mitigated in our operations before they become an issue.
• Incident management type: Supplier-defined controls
• Incident management approach: Under inicio's ISO/IEC 27001:2013 compliant ISMS, every single security Incident is logged, tracked, managed, and resolved under a documented process. inicio operates a no-blame policy ensuring that all issues are immediately reported and the Incident Management process is initiated at point of reporting. ; ; inicio has a comprehensive IS strategy and documented policies across a number of areas such as employee vetting, etc. Security and Vulnerability Assessments are carried out periodically which validate the appropriateness of controls which are in place and these include input validation and sanitisation; authentication and access control; audit; and management of sensitive information.

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

  Wellbeing

  Wellbeing

  FlightDeck for the operating room and for the telehealth market support wellbeing acorss a number of elements. It serves as an advocate supporting staff to do the right thing - be that a live nudge if a task has not been completed in real time, to advocacy post adverse event providing a fact based account of what happened. Beta data shows it encourages junior staff to speak up and feel supported psychologically in their roles. It actively works to reduce the impact of second victim syndrome which sees trained professionals leave the NHS each year

Pricing

• Price: £1.20 to £4.80 a transaction an hour
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We allow a maximum of 2 theatres to trial for 2 months inclusive of dashboard outputs; ; For telehealth we do not provide a trial version

Service documents

• Pricing document

  ODP

• 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 hello@inicio.uk. Tell them what format you need. It will help if you say what assistive technology you use.