Enlivio Health

Cue

Cue is an ambient AI documentation solution built directly into EMIS Web. It securely captures and transcribes consultations, generating structured clinical notes and suggested SNOMED codes using consultation and patient context. Clinicians retain full control to review, edit and validate all outputs before finalising the consultation.

Features

• Real-time clinical note transcription into the Enlivio EPR system
• Native Enlivio EPR integration with one interface and login
• AI receives patient context from EPR to improve output
• 70,000+ Enlivio clinical safety checks validate all AI output
• Clinical coding optimised using Enlivio SNOMED terminology (MKB
• Secure NHS‑compliant data handling with encryption and audits
• Voice-to-text conversion optimized for medical terminology and accuracy
• Seamless Enlivio workflow integration with minimal clinician disruption
• Multi‑user support for doctors, nurses and allied health professionals
• Automated consultation summaries for faster documentation and coding

Benefits

• Reduces clinician administrative burden, freeing time for patient care.
• Improves documentation accuracy, reducing errors and clinical risk
• Speeds up consultation recording, enhancing operational efficiency
• Supports compliance with NHS data security and confidentiality standards
• Enables better coding for reimbursement and clinical audits
• Enhances patient experience through more focused clinician interaction
• Facilitates interoperability within NHS digital ecosystem and Enlivio EPR
• Provides scalable solution adaptable to multiple NHS care settings
• Improves workforce productivity and reduces burnout among healthcare professionals
• Future-proofs documentation with AI-driven continuous improvement and updates

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

Framework

G-Cloud 15

Service ID

327766854625748

Contact

Sales Team
0113 380 3000
info@enliviohealth.com

About the service

• Service categories:
  • Application Development and Deployment
    • AI platforms
      • AI software services
        • Conversational AI Software Services
        • Generative AI Software Services
        • Document AI Software Services
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: TBC
• Cloud deployment model: Public cloud
• Service constraints: N/a
• System requirements:
  • A reliable microphone is required for Scribe use
  • EMIS‑X must run alongside EMIS Web in clinical settings
  • EMIS Scribe works in the first launched EMIS Web instance
  • EMIS Scribe runs on standard NHS devices without extra setup
  • EMIS Scribe is available to all users of EMIS Web

User support

• Email or online ticketing support: Yes
• Support response times: Support tickets raised via email within standard support hours (Monday to Friday 9am-5pm). Tickets raised outside of support hours, including weekends, will be responded to on the next working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: No
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/a
• Onsite support: Yes, at extra cost
• Support levels: Support levels will be provided as per the selected Service Management Model.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The practice is guided through key prerequisites, including enabling EMIS Scribe in EMIS-X and ensuring appropriate user access. Practice managers submit user details through the standard onboarding process, after which accounts are activated, and first‑time login instructions are shared. Clear guidance on the Enlivio Health Help Centre helps administrators turn on the product, communicate with staff, and prepare for everyday use. Clinicians then receive access to user guides, training videos, and support resources, enabling them to record consultations confidently and integrate EMIS Scribe into routine workflows.
• Service documentation: Yes
• Documentation formats: HTML
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: Users can extract data from the browser portal in CSV and PDF files throughout or at the end of the contract.
• End-of-contract process: At the end of the contract the customers authorised users will have their access decommissioned by Enlivio Health. The customer is responsible for extracting any required data prior to this point.

Using the service

• Web browser interface: No
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: No

Scaling

• Independence of resources: Enlivio Health infrastructure provides highly optimised services which have been designed to be horizontally scaled. Each service call is initially load balanced across our service infrastructure to several potential service nodes so that any load is spread evenly across them. The number of these service nodes has been chosen to far exceed our current load capacity expectations so that any spikes in service usage or long running requests won’t impact our expected response times. All of our infrastructure components have been carefully chosen to be the best in practice where performance, scalability, and resilience are concerned.

Analytics

• Service usage metrics: Yes
• Metrics types: Users are able to build their own reports within the EMIS Web system.
• Reporting types: Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type:
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: To export their data customers can either download healthcare record PDF's using the "Download" button aligned to the patient, or to download the full patient list or reports, they can use the "download" csv functionality on the respective pages.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • ODF

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: Up to 99.95% dependant upon service procured.
• Approach to resilience: The data centres have multiple power feeds allowing maintenance without service disruption; backed up by on-site UPS systems. There are multiple diverse communication links into each data centre. All cooling is N+1. Data centres are linked with multiple diverse cross site links. All cabling is managed and labelled. All devices are labelled and managed in an ISO 20000 configuration management database with full strict change control. All devices have redundant paths and components, virtualisation is widely used allowing local HA and resilience to be included in any service. Data can be synchronously replicated between systems for DR and minimal disruption in the event of a failure. The uptime of the system is provided by a combination of an active/active load balanced Supplier Solution tier that runs across both of our data centres and the use of SQL 2012 Enterprise 'always on' availability groups using synchronous replication. The system is also 'self-healing'. Where a page corruption is detected post commit, the other SQL servers in the group are interrogated for the non-corrupted page and are restored over the damaged page. N3 Connectivity is provisioned utilising one pair of resilient circuits configured in an active/passive arrangement at each of our data centres.
• Outage reporting: Enlivio Health's 24/7/365 managed operations and monitoring systems enable us to pro-actively identify potential issues and resolve them prior to an impact on the service occurring.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Username and two-factor authentication,; Limited access over dedicated link, enterprise or community network.; Username and strong password/passphrase enforcement.; Assured by Independent testing of implementation.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Enlivio Health follows robust information security policies and processes aligned with international standards such as ISO 27001, NHS Data Security and Protection Toolkit, and Cyber Essentials Plus. Our Information Security Policy covers data protection, access control, incident management, and risk assessment. Oversight is provided by a dedicated Security team led by the Chief Information Security Officer (CISO), with local security leads reporting into this structure. Compliance is ensured through regular audits, mandatory staff training, and automated controls. Any incidents or breaches are reported and investigated via a formal process. Policies are reviewed annually and updated as needed to reflect regulatory changes and best practice. This approach ensures consistent protection of client and patient data across all Enlivio Health operations.

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: The company operates a continuous development and improvement process with new functionality and features being released to all customers at the same time. New code is developed, peer assessed, tested via automated systems where possible and formally quality assured by a specialist software tester before being made live. All changes are tracked via an internal release control processes.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Enlivio Health have a vulnerability management programme, including a policy and supporting processes. Regular vulnerability scanning is conducted in internal and continuously on external IP's. Threat intelligence feeds are integrated into the processes including NHS Cyber alerts & CVE databases for emerging threats. Critical operating patches are applied within 14 days.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Compliance with an accreditation to ISO 27001 audited twice yearly by BSI.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: Yes
• Incident management approach: Enlivio Health have an incident response process/plan in place with clearly defined roles and responsibilities, and there are run books available for common events. This is available to all employees on the Group Document Management system and is part of training and awareness for relevant employees, and all employees are advised how to report incidents. Reports are provided where applicable.

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 1%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 4%
• Between £2,500,001 and £5,000,000: 7.5%
• Over £5,000,001: 10%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: BSI
• ISO/IEC 27001 accreditation date: Wednesday 10 September 2025
• What the ISO/IEC 27001 doesn’t cover: Our Information Security Management System complies with the requirements of ISO/IEC 27001:2022 for the following scope:; The Information Security Management in relation to the provision and subsequent support in information and management systems to healthcare and non healthcare professionals. Information Security Management within the supply and deployment of ICT infrastructure and support services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Friday 16 February 2024
• What the ISO 9001 doesn’t cover: Our Quality Management System complies with the requirements of ISO 9001:2015 for the following scope:; The design, planning, development and support if information technology software and services to the healthcare market and other public and private sector organisations.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 674cd1a3-3629-469c-b25f-d94897cd8771
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: Dc0f68d0-958d-42f3-8116-ad8ddc3fbe51
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Plans for positive actions with community groups.
  • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
  • Content of the outreach activity is designed to suit the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion

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