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Care Banking

Care Banking : Discharge management

Software supporting individualized care.
Pathways enables effective management of care and care pathways.
Current use cases include: Adult Continuing Healthcare and Childrens Continuing Care, Personal Health Budgets, Social Prescribing, Section 117 / Mental Health, Discharge management, Care Home support and Transforming care

Works as stand alone modules or via integration

Features

  • Market Management
  • Structured and efficient invoicing and purchasing
  • Patient case notes
  • Activity and finance monitoring and reporting
  • Configurable for individualized care pathways, eg CHC

Benefits

  • Allows effective management of patients through the pathway
  • Simplifies reporting to NHS England
  • Invoices can be validated online
  • Reduction in transactional staffing levels
  • The product enables supplier markets to be managed effectively
  • Purchases, contracts and correspondence are captured in one location
  • Ensures all clinical and critical information is captured
  • Simplify the workflow for continuing healthcare & personal budgets

Pricing

£1,500 a user a year

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 Info@carebanking.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

3 3 7 7 2 6 4 6 8 1 1 5 4 1 8

Contact

Care Banking Sales
Telephone: 0203 633 1766
Email: Info@carebanking.co.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
Existing clinical or assessment systems, invoicing, contracting and payment systems.
Cloud deployment model
Hybrid cloud
Service constraints
Support is not provided for early versions of internet browsers. Please contact us for more details
System requirements
  • No specific system requirements
  • Recent browsers are required for secure operation.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our in-house support team operates 7 day a week, help desk phones are manned from 8:00 am to 6:00 pm, Monday to Friday. Support can be requested via telephone, email, or a portal. Incidents will be automatically assigned a ticket number and addressed in the order of priority and receipt.

Response times based on priority levels:

Priority 1:CRITICAL--------------Response Time 15-minutes
Priority 2:URGENT---------------Response Time 30-minutes
Priority 3:ROUTINE--------------Response Time 4-hours
Priority 4:NOT URGENT---------Response Time 4-hours
Priority 5:SERVICE REQUEST--Response Time 4-hours

Support is available 7 days a week, the average response time is less than 5 minutes
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
Yes, at an extra cost
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We have conducted extensive web chat testing with users of assistive technologies, including those with severe physical disabilities, to ensure our platform is fully accessible. Our team engaged directly with individuals who can only interact with computers through head movements, providing invaluable insights into their experience with the system and helpdesk.
During these sessions, we identified key areas where our system and support features could be improved to better accommodate users with limited physical interaction capabilities. As a result, we implemented several modifications to both the software and the helpdesk interface, including:
• Enhancements to web chat functionality to ensure smooth communication with support agents.
• Improvements to the user interface to accommodate assistive technology, such as eye-tracking software and head movement controls and introduced larger icons on the screen.
• Streamlined navigation and voice to text integration to facilitate easier interaction with the system.
These changes have made a significant difference in the ability of users with severe physical impairments to effectively engage with our platform and access timely support. We are committed to continuously improving accessibility and ensuring that all users, regardless of ability, can fully benefit from our services.
Onsite support
Onsite support
Support levels
Our in-house support team is available 7 days a week, ensuring that clients can receive assistance when needed. The help desk operates from 8:00 AM to 6:00 PM GMT, Monday to Friday, with support accessible via telephone, email, or our online support portal. Each incident is automatically assigned a ticket number upon contact, ensuring that all requests are tracked and resolved in order of priority.

We provide every client with a dedicated account manager who plays a key role in ensuring consistent support quality. These account managers hold monthly meetings to review the support levels and client satisfaction. During these meetings, we discuss key metrics such as incident resolution time and ticket volume, which are tracked and displayed through customizable dashboards.

To further enhance support, we offer a VIP escalation service. This service allows clients to directly contact senior engineers for immediate resolution of critical issues, ensuring that urgent matters are prioritized and handled with the utmost care.

Our commitment to providing exceptional support is reflected in the transparency of our processes, the availability of direct access to technical experts, and our proactive approach to client satisfaction and continuous improvement.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We ensure smooth contract mobilization and implementation through robust processes and a collaborative approach. Upon contract award, we will assign a dedicated Implementation Manager to build strong working relationships with the ICB team. This manager will oversee the project, coordinating the efforts of MCB's team, which includes workstream leads responsible for key implementation tasks.

Weekly meetings will be held by workstream leads to monitor progress and address potential delays. If issues arise, we will promptly notify the ICB and work together to resolve them.

With established relationships with ICBs since 2018 and successful migration experience, including the migration of over 800,000 records, we are uniquely positioned to ensure a low-risk, efficient implementation within the required timescales. We anticipate a twelve week implementation timeline from initiation to live usage.

Our approach follows a well-established System Development Life Cycle (SDLC), where stages overlap and run in parallel, ensuring flexibility and minimizing inefficiencies. Detailed information can be found in the service description.

Our tailored training program includes workplace and remote sessions via MS Teams, hands-on classroom training, user guides, and online resources, covering roles such as Administrator, Nurse Assessor, Finance, Supervisor, and Database Manager.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
An export from the database is provided on request.
End-of-contract process
A single extract from the database is included in the costs. Any additional work will be billed to the customer.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
  • Safari
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Only screen formatting is different.
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
The API is for transferring clinical data between systems
API documentation
Yes
API documentation formats
PDF
API sandbox or test environment
Yes
Customisation available
No

Scaling

Independence of resources
The architecture ensure scaling does not cause performance issues for users. More information can be made available to potential users if required.

Analytics

Service usage metrics
Yes
Metrics types
User tracking, expenditure, customers can also request specific usage metrics at the time of ordering.
Reporting types
  • Real-time dashboards
  • Reports on request

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
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
  • Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Csv file
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
We guarantee 99.97% Uptime 24/7 for the platform, ensuring maximum availability and minimal disruption. Our infrastructure leverages AWS with multi-site redundancy, providing fault tolerance and seamless failover capabilities. In the rare event of downtime, we proactively communicate with the Authority, providing real-time updates and expected resolution times. Detailed Service Level Agreements (SLAs) outline performance metrics, including uptime and downtime thresholds, and our automated monitoring tools continuously track service performance, identifying potential issues before they impact operations. If any downtime occurs, compensatory actions are initiated, which may include credits or extensions to ensure the client receives value for any disruptions. In addition, we provide monthly performance reviews that include detailed insights on system health, performance trends, and optimization recommendations, demonstrating our ongoing commitment to maintaining and enhancing the service. Downtime for maintenance and enhancements is done on a regular cycle basis, with a minimum of 7 days notice provided to clients. Downtime is schedules between low impact hours between 22:00 and 04:00 typical on a Saturday.
Approach to resilience
Our service platform is built on AWS’s multi-Availability Zone(AZ) architecture, providing multi-site redundancy and high availability. In the event of a failure at one site, traffic is seamlessly redirected to another location. Each AZ is designed independently in terms of power, cooling, and networking, preventing cascading failures. In case of an unresolved issue, our escalation process begins with automated alerts and prioritization, directly notifying customers and our architects. Critical incidents are acknowledged within 5 minutes and addressed by technical support teams, with senior management involved for critical issues. We also conduct regular disaster recovery tests to ensure service restoration within 30 minutes. Our backup and recovery process our audited by a third party as part of our ISO27001 accreditation. We also use ElasticLoadBalancers(ELBs) that distribute incoming traffic across multiple instances, ensuring no single instance is overwhelmed. If an instance becomes unhealthy, traffic is automatically rerouted, maintaining continuous performance. Auto Scaling adjusts the number of compute instances in real time to handle varying loads, ensuring service continuity during demand spikes. Additionally, we make use of AWS backup services like Amazon S3, AmazonRDS, and Amazon DynamoDB, which support automatic data replication across regions, enhancing data resilience and ensuring business continuity.
Outage reporting
Automated monitoring tools continuously track the health and performance of all services, ensuring that any performance degradation is immediately flagged. Our real-time performance reports provide the Authority with detailed insights into system health, trends, and optimization recommendations. In the event of an outage, these reports offer full transparency, documenting the issue, impact, and resolution steps. Clients are notified immediately through automated alerts, and regular updates are provided until full service restoration. In addition, we offer monthly performance reviews that go beyond real-time reporting to ensure long-term optimization and continuous improvement. Our performance review process ensures ongoing improvements, with detailed analysis of past incidents to further enhance resilience and service reliability.
To complement this, we leverage AWSCloudWatch, which provides real-time monitoring of our resources, including performance metrics and resource utilization. CloudWatch enables proactive management of potential issues by setting up automated alarms and alerts based on predefined thresholds. This allows us to quickly detect anomalies, manage performance bottlenecks, and initiate corrective actions before they impact service delivery. Through CloudWatch and in-house monitoring tools, we ensure continuous, reliable performance and swift incident resolution. In the event of a failure we do a full root-cause analysis and detailed follow-up reports.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Limited access network (for example PSN)
Access restrictions in management interfaces and support channels
The design of the My Care Bank solution ensures that the systems and software supplied enable personal information to be handled legally, securely, efficiently and effectively in order to deliver the best possible care. The system components used singularly or in combination, meet or exceed the current minimum requirements.

Privacy and data protection has been built into the system architecture from the start, the underlying design relies on three databases; two cloud based and an independent local database application, accessed through a role based protocol.
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
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
NQA
ISO/IEC 27001 accreditation date
27/06/2023
What the ISO/IEC 27001 doesn’t cover
N/A
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
  • Other
Other security governance standards
Care Banking adheres to critical security governance standards, including NHS Digital Clinical Safety Standards (DCB0129 and DCB0160) and Cyber Essentials Plus certification. These measures ensure robust protection for sensitive data, compliance with regulations, and effective security against cyber threats, providing clients confidence in the security of their information.
Information security policies and processes
Care Banking has established a comprehensive suite of information security policies and processes to ensure the confidentiality, integrity, and availability of data across the platform. Our dedicated security governance team is responsible for regularly reviewing and managing all policies related to information security, ensuring that they align with the latest industry standards, regulations, and best practices.
We adhere to recognized frameworks, such as ISO 27001 &2 and Cyber Essentials Plus, ensuring a structured approach to managing security risks, data protection, and compliance. Our policies cover key areas including access control, data encryption, incident management, and data retention. These processes are regularly updated to reflect emerging threats and changes in regulatory requirements, such as GDPR and NHS Digital standards.
The security governance team works closely with all departments to enforce these policies, ensuring that information security is embedded into our organizational culture and daily operations. Regular security audits and internal assessments are conducted to verify compliance and identify areas for improvement. We are independently audited against our policies and procedures and are happy to share audit reports or policies on request.

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
Care Banking uses a structured Configuration and Change Management process to ensure secure and stable system changes. Managed by our security and governance team, this process documents, maintains, and secures all hardware, software, and network configurations in line with ISO9001 and 27001 & 2 . Proposed changes are reviewed, tested, and approved after risk assessments and impact analysis. Changes are tracked, and rollback procedures are in place for quick recovery. Regular audits ensure adherence to our policies, safeguarding the integrity and security of the Care Banking platform. This approach prevents unauthorized changes and maintains compliance with established security standards.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Care Banking follows a proactive Vulnerability Management process to identify and mitigate security risks. We assess threats through regular vulnerability scans, penetration testing, and monitor threat detection services from NHS Digital, the National Cyber Security Centre (NCSC), and third-party suppliers. Critical vulnerabilities are prioritized and patched immediately. Our patch management process ensures timely deployment of patches, reducing exposure to threats. We track and log vulnerabilities to maintain compliance, ensuring all actions are auditable and transparent.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
In line with 27002 and 27001 we use a comprehensive Protective Monitoring approach to detect potential compromises. We leverage AWS CloudWatch for real-time monitoring of system health, with automated alerts for anomalies. AWS GuardDuty analyzes network traffic and activity for suspicious behavior, providing prioritized alerts. Upon detecting a potential compromise, our incident response team is immediately notified and follows a defined escalation process to contain and remediate the issue. We respond within minutes to critical incidents, ensuring rapid containment and resolution. Additionally, AWS Config tracks configuration changes, ensuring compliance and detecting unauthorized modifications to enhance overall security.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Care Banking follows a proactive Incident Management approach based on ISO standards to detect, respond to, and resolve incidents quickly. AWS CloudWatch and GuardDuty detect and log incidents, categorized by severity. Users can report incidents through the support portal. For high-priority incidents, predefined escalation and containment protocols are followed. We provide a root cause analysis back to customers, ensuring transparency. Detailed incident reports are generated and shared, with post-incident reviews evaluating the response for continuous improvement. This ensures rapid incident resolution, protects platform integrity, and minimizes potential damage while keeping customers informed throughout the process.

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

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Care Banking is committed to reducing its environmental impact and supporting clients in achieving sustainability goals through a comprehensive approach to climate change mitigation. We operate as a paper-free organization, leveraging digital solutions and cloud platforms for secure data storage, transmission, and management, significantly reducing the need for physical resources. By choosing cloud-based infrastructure, we not only reduce waste but also ensure energy-efficient operations, as many of our hosting services are run through green data centers that prioritize renewable energy sources.
We actively encourage and support clients in adopting sustainable practices through our digital Source to Pay solution, enabling paperless invoicing and remote collaboration, which reduces their carbon footprint. Care Banking has assisted clients in reducing 116 tonnes of CO2 emissions since 2018, and we continue to integrate environmentally friendly solutions to drive change. Our internal sustainability strategy includes using virtual meetings to minimize travel-related emissions, encouraging public transport options for employees, and minimizing energy consumption across our facilities. We are committed to aligning with the NHS Net Zero target by 2040, and our Sustainability Project Plan (SPP) reflects measurable milestones aimed at achieving net-zero emissions by the target date.
As part of our commitment to sustainability, Care Banking collaborates with our supply chain partners to support green initiatives, such as reducing waste, promoting sustainable sourcing, and enhancing environmental responsibility across the ecosystem.

Covid-19 recovery

Care Banking is committed to supporting COVID-19 recovery efforts by leveraging our digital platform to enhance healthcare services, support vulnerable populations, and promote resilience across the health and social care sectors. We understand the significant impact of the pandemic on public health systems, and our solutions are designed to help recovery through streamlined service delivery, improved data management, and increased operational efficiency.
Our platform facilitates remote working and digital collaboration, helping organizations maintain service continuity during lockdowns and restrictions. By enabling paperless processes and digital workflows, Care Banking has assisted healthcare providers in reducing administrative burdens, allowing frontline workers to focus on patient care. Our cloud-based solution has also supported local authorities and healthcare teams in managing increased demand, enabling them to quickly adapt to changing circumstances.
To support vulnerable populations, Care Banking’s platform has helped enhance data sharing between NHS bodies, local authorities, and care providers, ensuring that individuals receiving care are supported through integrated services. By offering secure access to patient records and health data, we facilitate faster decision-making and timely interventions, particularly for those with complex care needs.
In line with our commitment to the NHS’s social value goals, we have actively contributed to local community support initiatives. Care Banking prioritizes local suppliers and provides employment opportunities within the regions it operates, helping to stimulate the local economy and support recovery efforts.
Furthermore, we continuously invest in mental health and wellbeing initiatives for our staff and clients, supporting the broader recovery of healthcare workers and communities affected by the pandemic. By embedding resilience and sustainability into our operations, Care Banking plays an integral role in supporting the long-term recovery and rebuilding of the healthcare sector post-COVID-19.

Tackling economic inequality

Care Banking is committed to tackling economic inactivity by promoting workforce inclusion and providing meaningful employment opportunities for all. We are dedicated to reducing workforce inequality through inclusive employment practices that ensure everyone has an equal opportunity to thrive in their careers, regardless of background, gender, ethnicity, or disability.
We actively engage in inclusive recruitment practices, ensuring job advertisements are accessible and that recruitment processes are free from bias. We prioritize diverse candidate slates and collaborate with organizations that support underrepresented groups, helping to bridge gaps in employment opportunities. Additionally, Care Banking provides training and development programs designed to reduce disparities and enhance career progression for individuals from disadvantaged backgrounds.
To ensure workforce diversity extends beyond our own team, we work closely with our clients and suppliers to encourage similar inclusive practices across the supply chain. We monitor diversity within contracted partners and ensure these initiatives are regularly reported on, creating a broader impact on the community.
We also leverage the Access to Work scheme to support people with disabilities by providing necessary adjustments, ensuring they can succeed in the workplace. Our commitment to equal pay is demonstrated through regular salary audits to identify and address any gender pay gaps or compensation disparities.
At Care Banking, equal opportunity is at the heart of our organizational culture, ensuring that all employees have the resources, support, and opportunities to succeed, contributing to tackling economic inactivity and empowering individuals to participate in the workforce.

Equal opportunity

Care Banking is firmly committed to equal opportunities and promoting an inclusive environment where all individuals, regardless of their gender, ethnicity, background, or disability, have access to the same opportunities for growth, development, and success. We actively work to eliminate any barriers that may limit access to employment and career advancement, ensuring that everyone can thrive in our organization.
Our inclusive recruitment practices prioritize diversity at all levels. We ensure that all job advertisements are accessible and inclusive, with clear, bias-free language and a focus on attracting a diverse pool of candidates. We actively engage with community organizations, charities, and education programs that support underrepresented groups to ensure our recruitment process reflects the diverse talent pool available.
Care Banking offers mentorship and career development programs to support individuals from disadvantaged backgrounds, particularly those who may face systemic challenges in the workforce. These programs are designed to help individuals reach their full potential and advance in their careers, contributing to reducing inequality in the workforce.
We also ensure that equal pay is a central aspect of our commitment to fairness. Regular salary audits are conducted to identify and resolve any disparities based on gender, ethnicity, or other factors, ensuring equitable compensation for all employees.
Furthermore, Care Banking promotes flexible working arrangements and supports employees with disabilities through programs such as the Access to Work scheme, providing the necessary adjustments to help them succeed. By fostering an environment of equal opportunity, Care Banking not only meets regulatory requirements but also contributes to building a more inclusive and fair workforce across the public sector.

Wellbeing

At Care Banking, employee wellbeing is central to our culture and operations. We prioritize the mental and physical health of our staff, offering a range of support programs that foster a balanced, productive workforce. Our Health and Wellbeing Policy addresses both mental and physical health needs.
We provide a 24/7 Employee Assistance Program (EAP) offering confidential support for personal and professional issues, including mental health and work-related stress. Employees also receive mental health training, ensuring they are equipped to manage stress and prevent burnout. We align with the Mental Health at Work Commitment and participate in initiatives that improve workplace wellbeing.
Care Banking encourages flexible working arrangements, supporting work-life balance and reducing stress, leading to higher job satisfaction and engagement. We offer a Cycle to Work scheme, promoting physical activity while reducing our carbon footprint. This scheme provides health benefits through increased exercise.
We regularly conduct wellbeing surveys to gather feedback on employee satisfaction, workplace stress, and support services. This helps us refine our initiatives and ensure employees feel supported and valued.
Care Banking also collaborates with organizations like the NEL Integrated Care Board (ICB) to support community wellbeing. We invest in social care services, health initiatives, and encourage employee volunteerism to contribute to broader societal wellbeing.
This comprehensive approach to wellbeing ensures that Care Banking not only supports its employees but also contributes to healthier communities and a more engaged, productive workforce.

Pricing

Price
£1,500 a user a year
Discount for educational organisations
No
Free trial available
No

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