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RIVIAM DIGITAL CARE LIMITED

RIVIAM Digital Care - Citizen Portal / Patient Portal

Citizen Portal / Patient Portal enables Local Authorities and healthcare providers empower citizens to be involved in their care, track referrals and book appointments. Service includes: web or downloadable app, register and login options, appointment booking, access to messages, documents, questionnaire management. RIVIAM provides interfacing with clinical systems, waitlist functionality.

Features

  • Customisable Citizen / Patient Portal supported by content management system
  • Web app or downloadable app, accessibility and sustainability enabled
  • Multiple secure register and login options, including NHS login
  • Provides people with access to outcome letters/documents/messages shared by providers
  • Enables people to track their referrals and care provision
  • People can book, cancel and re-book own appointments, receive notifications
  • Waitlist functionality for providers to manage referral waiting lists
  • Intelligent appointment booking management, supporting complexity of appointment booking
  • Functionality to support questionnaire sharing, submission and management
  • Interfacing with clinical systems using HL7 Admission, Discharge, Transfer interface

Benefits

  • Increases engagement, provision of easy to use portal, accessible 24/7
  • People can track their care, know what's happening next
  • People can access documents so they can show other professionals
  • Reduces costs via digital outcome correspondence and documents
  • Reduces calls from people chasing status of care provision
  • Reduces Do Not Attends enabling people to book/manage own appointments
  • Increases team productivity through reducing administrative time managing appointments
  • Reduces clinical time filtering questionnaires that require review
  • Reduces risks of lost or mislaid questionnaire forms
  • Provides an audit of all communications with people

Pricing

£30,000 a licence 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 ptargett@riviam.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

3 4 9 3 5 0 4 3 2 8 7 8 4 5 4

Contact

RIVIAM DIGITAL CARE LIMITED Paul Targett
Telephone: 07850241672
Email: ptargett@riviam.com

Service scope

Software add-on or extension
Yes
What software services is the service an extension to
RIVIAM's Referral Management and Triage Service or Multi-agency Referral Hub.
Cloud deployment model
Public cloud
Service constraints
Customer users need to use modern browsers.
System requirements
HTML5 compliant browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Average response time is within 2 hours on Monday to Friday and on arrangement for weekends.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
RIVIAM's Help Desk and web chat is hosted by customer service software provider Zendesk. Zendesk's commitment to ensuring service accessibility can be found here https://www.zendesk.co.uk/company/agreements-and-terms/accessibility/
Onsite support
Yes, at extra cost
Support levels
RIVIAM has a dedicated support desk. Emails should be sent to support@riviam.zendesk.com

Support is provided 9.00am to 5.30pm, Monday to Friday. Weekend support is available. RIVIAM also provides a Help Centre which can be located via our website. This has helpful guides, how-to articles and videos.
On receipt of support requests, the request will be classified.
Level 1 - Critical – means if 100% of RIVIAM Cloud has stopped working completely and is non-responsive, then RIVIAM will respond to the Customer/Access Centre staff within 2 hours with a summary of what has happened and an outline plan of recovery.
Level 2 – Major – means if components of the RIVIAM Cloud have stopped or are intermittently working, then RIVIAM will respond to the Customer/Access Centre staff within 4 hours with a summary of what has happened and an outline plan of recovery.
Level 3 – Minor – means if there are one or more issues with the functionality of RIVIAM Cloud that the Customer/Access Centre staff believes this should be improved, then this request will be included with a list of enhancements and prioritised by RIVIAM.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Customer success is central to RIVIAM and with each customer our goal is to think about what’s key to achieving the customer’s desired outcomes. RIVIAM’s default project management approach is to follow Agile development methodologies supported by clear project management control of risks and issues. We implement an Agile delivery approach with the following stages:
1. Discovery
2. Solution Model
3. Planning and Delivery
4. Testing and Go-Live.
As part of the Go-Live service, mobilisation and train the trainer support is provided. RIVIAM's Help Desk includes many online videos and tutorials. RIVIAM also provides bespoke customer training if required.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
Online videos
End-of-contract data extraction
As part of the RIVIAM service, an extract of data is provided in SQL or CSV formats.
End-of-contract process
On exit of the contract, we review with the customer what data is required to be exported and the deletion process that RIVIAM will undertake. Following a meeting with the customer, RIVIAM will provide any additional costs to meet their needs.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
RIVIAM's UI is designed to be responsive and will operate on any HTML5 compliant browser.
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
RIVIAM has an open API which allows customers to interface with data and information.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
RIVIAM services are flexible and can be customised to support the operational needs of our customers.

Scaling

Independence of resources
RIVIAM is based on a service orientated architecture. This means that no one component can slow the whole system. If a certain customer is using more resources, that service can have increased resources assigned. RIVIAM uses a channel architecture that divides web user traffic from mobile traffic and interfacing traffic.

Analytics

Service usage metrics
Yes
Metrics types
RIVIAM provides usage information via the desktop KPIs available to users.
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
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
RIVIAM is based on modern database and interfacing technologies and is able to export data in most open formats. We work with our customers to determine what is needed to export data.
Data export formats
  • CSV
  • Other
Other data export formats
Excel
Data import formats
  • CSV
  • Other
Other data import formats
Excel

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
RIVIAM is available 24 hours a day 7 days a week and has a 99.95% SLA. There are a number of components to RIVIAM that are monitored to provide availability statistics.
Approach to resilience
RIVIAM operates on AWS cloud services in the London Region making use of their three Availability Zones within this region and their resilient Well Architected Framework.
Outage reporting
Customers are informed via email if there are any service issues and are kept up to date with resolution actions.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
RIVIAM provides role based access that allows customer to control access to the service.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials
  • Data Security and Protection Toolkit Compliant

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cyber Essentials certification
Information security policies and processes
As part of RIVIAM's Information Security Management framework, there is an Information Security Policy that is followed by the organisation. We are compliant with the NHS Data Security and Protection Toolkit.

Any issues are reported to a director of the company for resolution as described by the policy.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Within the development cycle RIVIAM utilises Git and GitHub private repositories to manage code and publish to live environments.

From development, code goes into a test environment to user testing supported by Jira for bug tracking.

There is a release management process that involves reviewing the code changes in the release and ensuring they are part of the expected release. Modules and libraries are checked to ensure they are well used and the sources are identified.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
A third party automated penetration service is used to attack all public access points into RIVIAM. Every 2 weeks reports are automatically provided with the scores and issues found.
Patches are checked for every 24 hours and automatically applied to the instances.
Attack information is provided from internet threat services and also now from the NHS security alert service.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
RIVIAM utilises host intrusion detection service OSSEC on all its servers to ensure that they are not compromised.
If a compromise is found our policy is to isolate and then delete the impact instance.
Incident management type
Supplier-defined controls
Incident management approach
When an incident is identified our production team will analyse the cause of the incident, and where it's a critical incident what the immediate resolution plan is.
Users can report incidents using the support@riviam.zendesk.com email address.
The identified customer manager is kept up to date with resolution to the incidents.

Secure development

Approach to secure software development best practice
Conforms to a recognised standard, but self-assessed

Public sector networks

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

Social Value

Social Value

Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

Fighting climate change

RIVIAM is committed to achieving Net Zero by 2030 or before. RIVIAM has commissioned the development of a Carbon Reduction Plan which will be published at the end of this financial year (Y/E 30/9/24). To support publication of a Carbon Reduction Plan RIVIAM has identified, against government guidelines, the scope 1, 2 & 3 factors that it will need to measure to quantify its carbon footprint. RIVIAM began the measurement of its carbon footprint on the 1 October 2023. The published Carbon Reduction Plan will present RIVIAM’s carbon footprint, across relevant scope factors, and this will become the baseline year.

RIVIAM uses energy-efficient hardware and software so that its energy consumption is significantly reduced. Our services are hosted on Amazon Web Services, a global cloud service provider. This means RIVIAM only uses AWS services on demand, increasing energy efficiency and reducing our carbon footprint. RIVIAM will also use its IT equipment for as long as possible, refurbishing used devices where possible, and we recycle e-waste to minimise any environmental impact.

RIVIAM encourages its staff, suppliers and customers to support environmental protection initiatives both through work and within the community in which we live and operate. RIVIAM's immunisation services remove the need for paper-based and manual processes replacing these with more efficient digital services that integrate with existing clinical systems. This helps our customers and our communities fight climate change.

Equal opportunity

RIVIAM adopts inclusive recruitment practices and provides a supportive work environment. For example, when we recruit we ensure we write inclusive job descriptions and we conduct a wide search to include diverse applications. Each year, RIVIAM supports 6th form and college students to carry out work experience. RIVIAM sponsors the annual Bath Digital Festival - a technology festival raising awareness about technology opportunities and career paths for all. RIVIAM also regularly evaluates our physical and digital workspace for accessibility barriers and implements solutions to remove them.

Wellbeing

RIVIAM provides support for its employees so they can access health and wellbeing services quickly and confidentially should they require it. Staff are encouraged to access green space alongside RIVIAM's offices during lunchtime. Staff contribute to a food bank at Christmas and also choose a local charity to make a contribution to. RIVIAM holds an annual Away Day to discuss company focus, strategy and priorities, and monthly company updates. RIVIAM has a company dog and staff members can bring their dogs to work. This dog friendly culture supports staff wellbeing.

RIVIAM takes a partnership approach with our customers building strong and lasting relationships. RIVIAM users can access our support desk from 9am to 530pm on weekdays and we take pride in delivering quick responses and helpful feedback. Customer success is our focus. We also hold regular account meetings with our customers to gather feedback and use this to put in place a constant programme of feature enhancement. We hold user drop in sessions and issue a regular user newsletter. In this way, we build strong and integrated customer communities. Our services are designed to enable data to flow seamlessly across systems to enable our customers to make best use of their existing resources - for example with our Referral Management and Triage services we enable the auto update of clinical systems. In this way we also support the delivery integrated care across communities.

Pricing

Price
£30,000 a licence 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 ptargett@riviam.com. Tell them what format you need. It will help if you say what assistive technology you use.