Skip to main content

Help us improve the Digital Marketplace - send your feedback

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

Pricing

£1.20 to £4.80 a transaction an hour

  • Free trial available

Service documents

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

3 0 8 1 3 0 9 5 0 9 7 5 9 9 5

Contact

INICIO HEALTH LIMITED Charlotte Bridger
Telephone: 07921 364898
Email: 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

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.