Black Pear Software

Core - Shared Care Record

Black Pear's shared care record solution ensures effective information and data sharing across health and social care, critical to effective integration and enabling the digital transformation of care pathways. Using technology in a modern way, our shared care record enables the ethos of connecting and transforming services safely and securely.

Features

• Browser and Operating System agnostic
• Access from office, home or mobile
• Advanced alerting capabilities, send notifications using configurable triggers
• Real time interoperability with health and social care systems
• Standards based on Open HL7 FHIR
• HL7 FHIR read and write API
• Flexible modern interface. Intelligently display only what is needed
• Display connectivity status across Health and Social care provider systems

Benefits

• Transfer and validate credentials without the need for further login
• Compile person/patient information from Health and Social Care systems
• Tailor data and information based upon role.
• Single unified view of aggregate data
• Multiuser access to one patient record at a time
• Provide information in tabs per Health and Social Care Provider

£0.17 a unit

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

Framework

G-Cloud 14

Service ID

337907668114541

Contact

Chris O'Connell
07903740529
chris@blackpear.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: A single aggregated unified view (Shared Care Record) of existing and future Health and Social care provider systems including Primary, Care, Secondary Care, NHS111/Out of Hours and Palliative Care.
• Cloud deployment model: Public cloud
• Service constraints: Desktop devices must be configured to provide operating-system desktop locking after a period of user inactivity so that unauthorised person(s) are unable to access sensitive information hosted within apps. Recommended to have screen resolution of at least 1024 x 768. It is recommended that devices have appropriate third-party applications installed (Plug-ins or extensions) to allow viewing of downloaded files. Core Care Plans natively output PDF and JSON formats
• System requirements:
  • Device meets minimum requirements for chosen browser
  • Device has HSCN connectivity
  • Appropriate third-party applications installed to allow viewing of downloaded files.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Black Pear use Zendesk for support logging and incident handling. Support queries can be made can be made by a) email: support@blackpear.com; b) telephone 0845 4506271; c) online at: https://support.blackpear.com/hc/en-us/request/new; d) where available, support requests can be submitted using a custom form within a Black Pear application.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: Priority 1 (Mission Critical) - The system is not operational, multiple sites across multiple customers affected - Response within 2 support hours on business days. Reasonable efforts to provide resolution within 2 support hours after initial response. Priority 2 (Business Critical) - Material functionality is not available that is critical and there is no temporary / short term workaround - Response within 4 support hours on business days. Reasonable efforts to provide resolution within 4 support hours after initial response. Priority 3 (Serious) - Important but non-material or non-critical functionality is not available and there is no temporary/short term workaround.Material functionality is not available that is critical and there is no temporary / short term workaround - Response within 4 support hours on business days. Reasonable efforts to provide resolution within 4 support hours after initial response. Priority 4 (Normal) - Important but non-material or non-critical . Response within 24 Support Hours on Business Days. Reasonable efforts to provide resolution within 48 Support Hours after initial response. Priority 5 (Minor) - Response within 48 Support Hours on Business Days. Reasonable efforts to provide resolution within 144 Support Hours after initial response.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: To Complete
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Information displayed from provider systems as a "view: only and where no data is persisted are simply disconnected from the service with not further action required. ; ; For provider systems where data may be persisted, Black Pear Software are contracted to act as a data processor for sensitive and personal data held by other organisations. On termination of service, the data controller grants Black Pear authority to process the data for the purpose of transmitting the data to the data controller. Within 30 days of termination, Black Pear will transfer the data to strongly encrypted electronic media and securely transport the labelled and packaged media to the data controller. Upon confirmation of receipt, Black Pear will transmit the encryption keys to the data controller using an alternate pathway. Not more than 30 days thereafter, Black Pear will delete the data from the service infrastructure.
• End-of-contract process: At the end of a Contract, Organisations have the option re-contract for the services to continue or request for services to be ceased as per Black Pears contracted terms and conditions.

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: Core Care Record is a cross platform solution offering the same user experience via PC or any mobile device.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Core Care Record presents a single, unified view (aggregate data from all the existing and future care systems) of a person/patient‘ history, presented in tabs to reflect each Health and Social Care provider, including, but not limited to, Social Care encounters, A&E (ED) attendances, inpatient, outpatient, day case and out of hours attendances.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Black Pear's interoperable technology can provide rapid connectivity from any EPR system utilising HL7 FHIR REST API's provided under Open API policy. Black Pear technical and operational teams setup the Core Care Record service and work with Health and Social Care Organisations and system providers to establish connectivity with respective systems..
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Each Health and Social Care system view can be customised to be displayed in its own tab. Customisation of tab order and display of information is part of the consultation process conducted within the requirements gathering phase. Local clinically led team workshops are instrumental in defining customisation requirements.

Scaling

• Independence of resources: Black Pear deploy our SaaS on AWS infrastructure and as such, our systems are designed intrinsically to scale automatically. In accordance with our BCDR policy, systems are subject to annual stress testing to 10x peak load.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are monitored constantly by our technicians. Service metrics are available on request and also via regular reports for Core Care Plan uptake, usage and billing purposes.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Any data that is persisted is managed by Black Pears Software on its SaaS solution. Users cannot routinely export their data in a bulk transaction.
• Data export formats: Other
• Other data export formats:
  • JSON
  • PDF
• Data import formats: Other
• Other data import formats: PDF

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: Black Pear Software Ltd use Amazon Web Cervices (AWS) in the provision of its Core Care Plan Service, which guarantees 99.9% availability.
• Approach to resilience: Available upon request
• Outage reporting: Automated monitoring of API's and email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Username or password
• Access restrictions in management interfaces and support channels: Black Pear Administrator, Engineer and Operational staff use a VPN to connect to AWS infrastructure. Black Pear Administrator, Engineer and Operational staff roles are required to use Google Authenticator software tokens to provide two-factor authentication when accessing the AWS Console.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus 0 ISOQAR
• ISO/IEC 27001 accreditation date: 19/08/2020
• What the ISO/IEC 27001 doesn’t cover: All Controls are covered
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We follow information security policies and procedures in accordance with our Information Security Management System.

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: All changes follow an established Change Management Procedure. This requires that changes are requested, approved, communicated prior to implementation where possible, logged and tested. All change requests are submitted in writing. Once received, Change Requests are subject to an initial scope review, risk assessment and submitted to the Company's Stakeholder Meeting to discuss, prioritise and schedule accepted Change Requests within the Release Scope Definition for the next sprint cycle. - Development is as per the application of the Company’s DevOps agile methodology. - Estimated scheduled activity allows for up two 4-week sprints. - Development resourcing is subject to competing priorities.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The service generates adequate audit events to support effective identification of suspicious activity. These events are analysed to identify potential compromises or inappropriate service use. Prompt and appropriate action is taken to address incidents via our Incident Management policy and process.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: AuditEvent creation and CloudWatch logs make the API easily observable. Services are continually monitored with automated alerts provided to Black Pear Software Ltd.
• 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: Incident management processes are in place for the service and are actively deployed in response to security incidents. Pre-defined processes are in place for responding to common types of incident and attack. A defined process and contact route exists for reporting of security incidents by consumers and external entities. Priority 1 and Priority 2 security incidents are reported according to NHS Digital defined governance procedure.

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

  • Equal opportunity
  • Wellbeing

  Equal opportunity

  Equality of opportunity is about treating people fairly and without bias, and creating conditions in the workplace and wider society that encourage and value diversity and promote dignity. It is also about trying to redress past imbalances and ensuring that dealings with clients, customers and suppliers are conducted in a constructive way that does not give rise to unjustified discrimination and supports appropriate inclusion.; Black Pear Software Ltd is an equal opportunities employer and is determined to ensure that no applicant or employee receives unfavourable treatment or is disadvantaged in any way on the grounds of age, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sex, sexual orientation or pregnancy and maternity. We recognise and value the diversity of people living in the city, we also understand the benefits that having a diverse and inclusive workforce can bring.

  Wellbeing

  Promoting and supporting employee wellbeing is at the heart of our purpose to champion better work and working lives because an effective workplace wellbeing programme can deliver mutual benefit to people, organisations, economies and communities.

Pricing

• Price: £0.17 a unit
• Discount for educational organisations: No
• Free trial available: No

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