Hospital Services Limited

Pulse Stroke

Pulse Stroke is a service facilitating remote clinician support for stroke cases in Accident & Emergency Departments. It offers secure conferencing, allowing consultants to assess and advise on treatment. Utilizing a Telestroke Cart and application, it enables real-time consultations, ensuring timely and effective patient care across hospital networks.

Features

• Safe and secure
• Easy to use
• High quality
• Realtime video/audio communications for stroke support
• Remote camera control via app - simple use by consultant
• Simple set up at patient bedside

Benefits

• Enables remote consultant to support hospital staff immediately
• UK Date Centre
• Switch on and the system auto configures
• Custom workflow for clinicians and remote consultant
• Facilitates timely assessment and diagnosis.

£465 to £600 a device a month

• 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 sales@hsl.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

312516584702857

Contact

Graham Stewart
01157043000
sales@hsl.co.uk

Service scope

• Service constraints: Available 24/7/365; Only outages are for planned quarterly maintenance within data centre. Outage limited to 30 minutes maximum.
• System requirements:
  • Telestroke Cart
  • App running on MacOS, iOS, Android, Microsoft at consultant location

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: On receipt within main service window (Mon-Fri 08:00 to 17:30); Support outside of this window is available by arrangement
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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: Support for this application covers the Telestroke Cart, and the Pulse service infrastructure.; The telestroke cart is supplied with a next day on site swap out of defective equipment.; The Pulse service is non-stop; Each customer will have a dedicated account manager and will be supported by the Service Desk manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A survey with the staff at the receiving department for stroke patients in their area is conducted to agree how the telestroke cart will be configured and how it will connect into the Trust network for onward connection to the Pulse service, The workflow will be documented for training and support.; The telestroke cart is then configured such that the clinicians bring it to the bedside, switch to on and the telestroke session auto provisions within the Pulse service.; Training and full documentation is provided to reinforce the workflow and to enable HSL to provide targeted, relevant support to each customer.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: No data is stored by HSL other than call data and performance metrics which form the basis of a monthly report that is provided to each customer.; ; At the end of a contract the telestroke workflow for a particular location is erased for the Pexip Infinity platform.
• End-of-contract process: HSL will give the customer 90 days notice of cessation of their agreement for the provision of Pulse Telestroke. ; Users can extend the service, the cut off time for extension without interruption is the last working day before the end of the contract.; There is no cost for cessation.; If a users wishes to reconnect to the service after a cessation the rebuild charges for the service will apply, £620 per A&E telestroke system.

Using the service

• Web browser interface: Yes
• Using the web interface: The web interface to the service enables the remote consultant (or consultants) to join the telestroke assessment session on demand.; The web interface can also be used for remote camera control of the telestroke cart for visual assessment by the remote consultant.
• Web interface accessibility standard: WCAG 2.1 A
• Web interface accessibility testing: This is conducted by the manufacturer of the software platform, Pexip. Details are available on demand.
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: For any clinical uses of the Pulse platform there is no contention for resources that support a particular use scenario. In this case each A&E/Telestroke Cart has dedicated resource on the platform.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types:
  • Number of active instances
  • Other
• Other metrics: Connection Performance Details
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Pexip, Cisco, Ergotron, DT Research

Staff security

• Staff security clearance: Staff screening not performed
• 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: No

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: The service guarantees 99.99% availability. Highly available data centre in conjunction with an appropriately configured implementation of the Pexip Infinity software platform and industry standard management and maintenance of the computing and networking resources through which the service runs delivers this availability.; ; If this SLA is not delivered then all affected users will receive a service credit for the outage period.
• Approach to resilience: Available on request
• Outage reporting: Any outages to the service are reported immediately to all affected users by email and then with a telephone follow up to ensure that all users are fully informed.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: This is covered within our implementation of ISO27001 and is managed by the Information Security team and monitored by the Chief Operating Officer.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

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: Between 6 months and 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 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BM Trada
• ISO/IEC 27001 accreditation date: 9/3/2024
• What the ISO/IEC 27001 doesn’t cover: The whole business operations are covered within the scope of our ISO27001 implementation
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: Fully documented within the ISO27001 implementation across the whole of the HSL business.; ; Owner - Mark Collins, Chief Operating Officer; ; The Information Security Team report directly to Mr Collins.; ; Policies applied an automated where possible and enforced in all company owned information and communications devices. Training and continuous monitoring is provided to all staff.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to the platform are managed by the Technical Support team in HSL and can only be undertaken with the approval of the Chief Operating Officer following submission and approval of a change control request. Changes to the platform are implemented into a separate development environment and tested before applying them to the core service platform. Configuration is driven by customer needs, either new customers or expansion of existing customers. The operating procedures for these are within the business ISO27001 framework.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: This is undertaken in conjunction with Pexip and their IS and vulnerability specialists and design and testing teams. This can be shared on demand and with the approval of Pexip.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: This is undertaken in conjunction with Pexip and their IS and vulnerability specialists and design and testing teams. This can be shared on demand and with the approval of Pexip.
• Incident management type: Undisclosed
• Incident management approach: This is undertaken in conjunction with Pexip and their IS and vulnerability specialists and design and testing teams. This can be shared on demand and with the approval of Pexip.; ; Users can report any incidents directly to HSL through email or telephone. All incidents are recorded and will trigger a process defined within our ISO27001 implementation which covers all of the business.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: Through the use of service tags, different ingress and egress addresses, and that all meeting/consultation spaces on the platform are branded and customised to the individual customer. This includes two factor authentication for the clinicians and PIN access for invited patients (if the clinicians deem this appropriate for the patient or patient group).

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: HSL use the Telehouse North 2 data centre to house its infrastructure. In selecting this data centre for our service needs we assessed them against many criteria reflecting the culture of HSL which includes quality, environment and security. Telehouse North 2 leads in all of these criteria. Further details can be found at https://www.telehouse.com/telehouse-london-wins-dcs-data-center-energy-efficiency-project-year-award/.

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Deliver additional environmental benefits in the performance of the ; contract including working towards net zero greenhouse gas emissions

Pricing

• Price: £465 to £600 a device a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A loan of a Telestroke Cart will be given to a hospital for two months. It will be installed and users will be trained on the operation of the service.; ; Remote consultants will be given an instance of the remote consultation software and training on its use.
• Link to free trial: https://join.pulsemeeting.co.uk/webapp/home

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 sales@hsl.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.