SystemC Healthcare Limited

Careflow EPR and CarePlus.

System C’s service includes: PAS/EPR; Departmental Solutions (ED, Maternity, Theatres, Kiosk); Business Intelligence & Reporting; Clinical Solutions (OC/RR, ePrescribing, Pharmacy, Closed loop, Meds Management, Critical Care, Anaesthesia, Blood Tracking, Milk Tracking, Clinical Documentation, e-Observations, Clinical Communications, Task Management); Child Health; Adult & Children’s Social Care, Early Years Education.

Features

• A blueprint for digital excellence
• For individual Trusts as well as entire ICS
• Integrated PAS, departmentals (eg ED, theatres, maternity)
• Integrated clinical modules on the desktop and mobile devices
• Open and interoperable via HL7, FHIR and APIs
• Integrated BI and data warehouse with real time dashboards
• Electronic observation system, designed to improve patient safety and outcomes
• Integrated communication platform enabling better communication, collaboration and safer care
• Child Health across a single organisation or whole region
• The strongest deployment track record in UK healthcare IT

Benefits

• Supports existing NHS processes
• Supports the paperless agenda
• Exceeds the Minimum Digital Foundation for Frontline Digitisation
• Supports and improve patient safety
• Supports 'hospital on the move'- pushes data to clinicians
• Pushes data to Shared Care Record
• Provides real time management information to support service delivery
• Allows patients to be involved in their care management
• Interoperability supports the complete EPR
• Provides comprehensive service delivery / support and maintenance

£0 a unit a year

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

Framework

G-Cloud 13

Service ID

336975931454952

Contact

Bid Manager
01622 691616
sales@systemc.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: Services are available to extend the functionality of existing services to meet or exceed the Minimum Digital Foundation to support the Frontline Digitisation Programme.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Provision of services is subject to System C standard Service Level Agreements and Warranted Environment Specifications.
• System requirements:
  • Client PC 1xDual core 3.6Ghz, 4GB memory,4GB free Disk
  • Minimum Screen Resolution 1280x1024. 1920x1080 widescreen preferred.
  • Windows 10 or above, IE 11 or above, .NET v4.7.2
  • Microsoft Word/Excel 2007 or above.
  • DirectX V9 or above
  • Tablet devices capable of running the operating systems detailed above
  • Tablets with similar performance level and minimum screen resolution above
  • Device/IOS/Browser: iPod6/7th Generation/iOS 12/13/14/15
  • IPad 2013 and above -iOS12/13/14/15
  • Licencing will depend on the software purchased

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This depends on the Priority Level of the Service Incident. (P1 calls are resolved within 4 hours 24/7; lower priority calls are resolved during normal working hours)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• 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: System C provides support via the System C helpdesk (including the JIRA™ online call logging system). We offer a standard support service (with tailored SLAs depending on the component/module) for each product. This way we know that all customers receive a standardised support service. For priority 1, system down or clinical risk incidents we aim to resolve the incident within 4 hours. Priority 2 24 hours, P3 30 days and P4 next available software release. An incident can only be closed once resolution has been confirmed by the customer. Excluded from the time to resolve an incident is any time during which the issue is with the customer, a third party or when an agreed code fix is being provided. Each customer is allocated an account manager and a service delivery manager who have access to technical, cloud, or other support resource as required. On-site support is not usually needed but may be chargeable if required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: System C will work closely with the customer’s service teams and/ or third-party suppliers to implement the solution. Full project plans and PID documentation is provided. We provide on-site training (train the trainer) use documentation relevant to the solution being implemented including eLearning packages. Recommended workflows with associated Standard Operating Procedures (SOPs) are also provided as well as user documentation relevant to the service being implemented. ; Complex components (e.g. CareFlow EPR) require a year or more to deploy using a team of implementation specialists which will include the following roles:; - Program/Project Manager/s; - Product specialists; - Data migration specialists; - Integration specialists; - Reporting/BI specialists; - Training specialists; - Change management specialists.; Other components require just a few weeks to implement, managed by a small team of clinical and technical specialists, working with the customer's team.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Depending on the component/module in question, System C offers the following services:; - For some solutions, all data held within the system, with the exception of letters and scanned images, is made available for the customer to extract via existing Business Intelligence tools; - for other solutions, a data extract is provided in agreed format
• End-of-contract process: System C works with the customer to produce a high-level Exit Strategy document and Exit Plan which details the methodology for data / service transition from the system. This will be actioned at the end of the contract. These documents would be expected to include: ; • The management structure to be employed at contract end. ; • Detailed description of both the data and service Transfer/Termination processes ; • Scope of the Services to be provided at contract end ; • Any Charges payable for the provision of Termination Service System C's standard approach towards the extraction of data at the end of the contract is to ensure that the Trust has the tools and access to the data such that the Trust has the capability of extracting its own data without automatic recourse to System C. We will provide support to the Trust in performing any such extraction activities, and if required we will be happy to provide services to more actively assist the Trust in undertaking these tasks. This would be at additional cost and a quote for this would be provided by System C.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Some of the components/modules of our service are designed predominantly to work on mobile devices (eg Careflow Vitals, CareFlow clinical communications); in these cases there may be elements of the solution (e.g. a management console) which is browser or desktop based, however the majority of the end users will be accessing the solution via mobile devices.; Other components (such as CareFlow EPR) are designed primarily for use on the desktop, but may have certain features (e.g. results reporting) which are delivered via mobile devices.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: System C has developed a number of APIs to allow clinical application development. These APIs enable interaction with key functionality.; The APIs are hosted as part of the System C software solution. Primary configuration is done using the main application after which the APIs can be used to transact with the system.; By calling the APIs and providing the appropriate data and application codes the API will be able to perform the desired function i.e. performing a patient transfer between beds.; Individual APIs are designed to support the user performing a specific transactional change to the system. Not all transaction support via the front end are supported within the current API set.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The degree to which customers can customise the service depends upon which components/modules of the service they are implementing. Examples of items which can be configured include:; - screen layouts; - Clinical Narrative forms; - Free text fields; - Lookup tables and values, dropdown lists; - "my favourites" or tailored homepages; - reports and dashboards; - RBAC access rights; Some elements are designed to be configured by the end-user; others can only be amended by system supervisors with the appropriate access rights.

Scaling

• Independence of resources: Services are based on flexible and scalable server designs layered onto virtualisation technologies. Allows horizontal scaling and vertical scaling to be implemented as required. All services are built from multiple servers so appropriate levels of scaling can be applied to specific areas to ensure application performance is maintained. The majority services delivered are from logically separate servers per customer ensuring no impact between competing needs of different customers. Where applications are multi tenanted, multiple design features prevent the impact of one user population upon another and we monitor all services proactively to anticipate and prevent problems before they occur.

Analytics

• Service usage metrics: Yes
• Metrics types: The service metrics used will depend upon the component/module purchased. Typically, however they will include: -; - System / service availability (uptime); - System / service incident response & resolution times; - System / service performance; - RPO / RTO timings for disaster recovery
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: Managed by a third party
• 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 another standard
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: We will prepare the data for take-off, and if required provide additional conversion services, as an Additional Service. As standard exported data from the System is made available in the strucutres already defined within the Business intelligence solution. We will provide support to the customer in performing any such extraction activities, and if required we will be happy to provide services to more actively assist with undertaking these tasks. This would be at additional cost and a quote based on scope of service for this would be provided by System C.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats:
  • CSV
  • Other
• Other data import formats: XML

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: 99.5%; Please see the Terms and Conditions document for the Service Level Availability criteria and Service Credit information should the guaranteed availabilty levels not be met.
• Approach to resilience: Available on Request
• Outage reporting: All outages are recorded as part of the incident management process and should a problem be detected then the service desk will inform the customer as required.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Access and security features implement login and password policies via integration with Active Directory. RBAC capabilities further restrict logged-in users' access to data and functionality. Remote access via the internet would be expected to be facilitated via a Customer’s managed VPN. The security architecture of the system would not therefore be any different than on the Customer's local network. the software will require all users to be configured and for the user names to match the Customer’s AD accounts that control security.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 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 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register Quality Assurance Ltd
• ISO/IEC 27001 accreditation date: 08/12/1999,
• What the ISO/IEC 27001 doesn’t cover: All areas of the business are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: ISO27018

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: System C adopts a proactive approach to Quality and Security Management consistent with the broad principles of ISO/IEC27001 series, ISO9001 ITIL and industry leading practices. System C proactively identifies the industry and customer related legal and/or regulatory security requirements and incorporates these into the Integrated Management System Information Security Management System. Compliance is monitored by external and internal audits, security monitoring and process reviews. All personnel, whether employees, contractors, consultants or visitors, are required to comply with the Quality and Security guidelines, procedures and mechanisms and to confirm compliance annually to ensure that the Security guidelines, procedures and mechanisms are observed in the performance of the company's activities; System C has a Data Protection Officer who manages the board level information governance strategy for the organisation, as well as an information Governance Manager who oversees the day to day activities of the Information Governance Department.

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: Configuration and Change Management processes are managed in line with ISO27001, using the JIRA IT Service Management tool. The configuration and Change Management area of JIRA is visible to our customers, allowing them to see raised Requests for Change (RFCs) and track their progress. As part of the approvals process, a Risk Assessment is performed to reduce the likelihood of a potential security impact.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: System C subscribes to multiple vendor, supplier and government (NHS Digital CareCERT) security advisory emails and all advisories are assessed for risk and applicability to our technology and services and remedial action as required is scheduled accordingly based on this assessment. Routine patches are typically applied quarterly with any deemed higher risk applied out of normal cycles as required based on the risk assessment
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: System C proactively monitors server and firewall activities for any unusual or unexpected activities that may indicate a potential attempt to breach the service. Should any such attempt be identified then appropriate remedial action will be taken in line with the assessment of the risk, typically this will include blocking source IP addresses as well as reporting to UK authorities
• Incident management type: Supplier-defined controls
• Incident management approach: Users report incidents using the ITIL3 aligned ITSM, JIRA. The Service Desk has full online capabilities for raising, recording and monitoring issues including real time SLA management. ; We have pre-defined processes in cases such as Clinical Safety or System Down situations which trigger internal business alerts to ensure the correct teams are on hand from the start. ; Users can view the progress of any issue online with real time updates and create filters and dashboards of information recorded in the system and export data when required. Reports can also be provided to the customer on a monthly basis.

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 v3.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  Tackling climate change is of great consequence to System C. We encourage customers to adopt an ecologically sound approach when implementing our solutions and conducted remote deployments throughout the pandemic. Where possible, automating our implementation processes removes the environmental and economic impact of paper-based activities during implementation. ; Our CareFlow solution suite, including CareFlow Vitals, Clinical Workspace, Clinical Narrative, Patient Flow and CareFlow Medicines Management is designed to help customers become paper-free or paper-lite. This enables Trusts to minimise the need for medical records libraries, thus reducing their need to store and dispose of paper-based records; and in doing so our solution suite is helping create a greener NHS that will reach net zero carbon by 2050.; To further the efforts against climate change, our solutions are mobile and can be remotely accessed. In practice this allows healthcare professionals to access vital patient related data at the bedside, on the move, between sites or when working from home. Such mobile capability is crucial in the post-pandemic environment, and minimises carbon footprints by reducing the need to travel.; Patients can play their part too. DOC@HOME provides a trusted and highly effective remote patient monitoring solution that allows patients to be monitored and supported within their home. This reduces or even removes the need for patients to regularly visit the hospital for monitoring, and removes the environmental impact of having to travel to and from the hospital.; CareFlow Connect, Clinical Narrative, Clinical Workspace and many other EPR modules are already cloud based. It is our intention to ensure that all CareFlow EPR modules are available via the cloud within the next 7+ years. This will further reduce our carbon footprint and those of our customers by reducing (but not removing) the need for hardware, data warehouses or data centres.
• Covid-19 recovery:

  Covid-19 recovery

  Our G-Cloud service provision will support your organisation to recover from the impact of COVID-19. From tackling NHS waiting lists that have grown exponentially, to aiding the treatment of long Covid patients, and will build upon the expertise we provided to the National Vaccination Programme.; CareFlow EPR’s core PAS combines an advanced Patient Administration System with rich clinical functionalities, incorporating core and optional modules that actively reduce waiting lists. This includes improved e-Referrals and Referral To Treatment, to more effective clinic scheduling and administration, alongside the ability to better manage inpatients, ADT and beds.; CareFlow Business Intelligence delivers macro and micro views of existing patient waiting lists and provides dashboards to predict and manage post-pandemic waiting lists.; Once off the waiting list and receiving treatment, Patient Flow supports operational management, bed managers and clinical staff to avert bed blockages, discharge delays and tackle increasing demand. This ensures patients can return home without delay, and free up beds for other patients.; Our CareFlow solution suite, which includes CareFlow Connect and CareFlow EPMA will further support clinicians to effectively manage and support patients through to their discharge. And Care Planning will ensure that extra support is given to those experiencing long Covid and those still needing to shield. ; Once home, our advanced, integrated, and digital remote patient monitoring solution DOC@HOME will support community patients where there is an ongoing requirement to monitor their medical condition and the long-term impact of COVID-19. ; Our CareCentric Shared Care Record, CarePlus Child Health and Affiliated Networks will ensure the most vulnerable and at-risk patients receive the support they need from across the ICS, as they return to communities that have been adversely impacted by the pandemic. ; Real-life examples of how our solutions tackled COVID-19 can be found here, alongside a CareFlow Connect example.
• Tackling economic inequality:

  Tackling economic inequality

  Keeping health and social care data secure is fundamental. To ensure our systems and the patient data contained within them is protected against cyber security risks, we actively monitor our infrastructure and draw intelligence from various sources. ; This ranges from pulling the latest signatures for our firewalls to responding to CareCERT threat notifications highlighted by NHS Digital. We also maintain a high level of knowledge within the System C & Graphnet Care Alliance on the latest vulnerability and exploitation trends.; Additionally, we review our interfaces and services to reduce the overall attack surface, and as a result shrink the threat landscape to help prevent cyber-attacks. System C is fully compliant with ISO 27001, a comprehensive and recognised security standard that includes patch management security requirements. ; Our suite of products modernises the delivery of healthcare by supporting the creation of paper-lite or paper-less workflows. For example, using CareFlow Connect for patient handover is more productive and safer than a paper-based process. Data is captured electronically and immediately shared, which means the next doctor on shift sees all relevant notes that have been recorded and their audit trail. Such improved productivity brings significant benefits in clinical safety and governance and can result in efficiencies upwards of £165k (p.a.) based on a 400-bed hospital.; Using digital clinical notes in CareFlow Clinical Narrative reduces the time taken to enter data – leading to productivity savings of around 3 minutes per patient. This leads to behavioural changes such as inputting information at the point of care rather than transcribing handwritten notes at a later point in time. ; And by recording observations at the bedside CareFlow Vitals generates benefits such as more productive use of clinician’s time and improved patient safety and data quality. This includes realising benefits when treating Sepsis, as shown in https://www.systemc.com/library/case-studies/barnsley-hospital-nhs-ft-sepsis-compliance/.
• Equal opportunity:

  Equal opportunity

  Our solutions support diverse workforces and help encourage more disabled people into work. ; The accessibility of our web offering is underpinned by the VEUTIFY framework, the A11Y project and NHS Digital guidance. System C is also working towards meeting the Web Content Accessibility Guidelines (WCAG) even though CareFlow EPR is not a public facing application.; Staff members with visual impairments can adjust font sizes and colours to help them read and process information. Controls are designed to support users with colour-blindness; CareFlow’s Document Management prints to Braille, while CareFlow Emergency Department and Patient Flow information can be displayed on large digital whiteboards for those requiring larger formats. ; For staff with physical disabilities, working from a desktop or trolley may not be appropriate. So, we have designed many of our solutions to work from handheld devices or mobiles, such as CareFlow Vitals, CareFlow Connect and PharmaTrac. This means staff choose the best device for them rather than trying to accommodate a device that does not take their disability into account. ; Employees with a disability may request a home-based role for many reasons, and the pandemic has shown that some roles can be home-based. Because the majority of our solutions are mobile, such requests can be granted. ; Within the patient population, our solutions are designed to influence staff to empower disabled people. Our outpatient kiosks have a high-contrast mode for the visually impaired. While DOC@HOME provides the means for disabled people to be monitored and supported in their own home. Expectant mothers with a disability can benefit from community midwifery care at home because of CareFlow Maternity’s beyond the hospital capabilities. In both examples, our solutions empower disabled people rather than expect them to accommodate the traditional care model of visiting a physical location – which in itself can be challenging.
• Wellbeing:

  Wellbeing

  Our product suite provides intuitive, connected, and user-friendly design. This enables users to be supported in their roles without sacrificing their mental wellbeing when tackling competing demands. Ultimately leading to greater levels of job satisfaction, patient care transformation and improved workforce health and wellbeing.; CareFlow PAS is designed for the NHS and combines an advanced digital Patient Administration System with rich clinical functionalities. This reduces pressures placed on administrators because they can better manage clinic scheduling and management, waiting lists, casenote tracking, letters, and documents. ; CareFlow Clinical Workspace brings together elements from across the EPR, in a single workspace view and always in a patient context. This allows busy clinicians to quickly access information rather than chase paper notes and multiple sources. In turn, reducing the demands placed upon clinicians while increasing their wellbeing.; CareFlow Connect provides clinicians with a secure, mobile, and fully integrated clinical communication and collaboration system. It facilitates targeted and team-based care coordination messaging, and drives effective peer-to-peer decision support. A workforce that communicates more effectively can avoid miscommunication, never events, repetition of tasks and develop a stronger team mentality. And importantly, improved working relationships are proven to positively contribute to a workforce’s physical and mental health.; We provide training to maximise our products’ abilities to save clinical and administrative time, which further reduces the stresses placed on users.; Outside of the hospital, we create strong and integrated communities. Our CareCentric Shared Care Record and CarePlus Child Health modules bring together health and social care communities via the ICS, to deliver informed care to improve the health and well-being of local communities. ; Patients with long-term conditions can feel isolated from their communities. But DOC@HOME provides self-help educational content, alongside integrated and digital remote patient monitoring by clinicians, to empower patients to re-engage with their communities.

Pricing

• Price: £0 a unit a year
• Discount for educational organisations: No
• Free trial available: No

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