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GET U BETTER LIMITED

getUBetter self-management digital therapy

getUBetter is a digital health platform that enables patients to self-manage all common musculoskeletal conditions and women's pelvic health. The platform supports recovery and prevention by following pathways defined by local healthcare providers. Additionally, add-on packages are available to support orthopaedic perioperative, pain management and comorbidities.

Features

  • Patient pathway management: safety netting, recovery, referral, rehab, waiting-list, prevention
  • One app for all common minor injury and conditions
  • Bespoke content and pathways configured to each place in ICS/organisation
  • Accessed via self-referral or prescription by clinical teams
  • Self-referral to local treatment and services (NHS/non-NHS and community)
  • Questionnaires, nudges, video content and risk stratification to guide patient
  • Integration with GP system
  • Real-time data analytics dashboard
  • Medical device registration (CE marking)
  • Data security, evidence-based and NICE approved for NHS

Benefits

  • Patients feel re-assured on recovery pathways and waiting-lists
  • Increased patient confidence, ability and engagement in managing their condition
  • Improved patient access to local specialist knowledge and expertise
  • Reduction in unnecessary burden on healthcare resources
  • High-quality care delivered more consistently against standardised workflow
  • Less burden of administration and managing process for clinicians
  • Complements and enhances 3rd party MSK tools / services
  • Improved patient access to local services
  • Clinically safe and stores patient information securely
  • Data capture providing insight themes of patient engagement with app

Pricing

£38,500 a licence a year

  • Free trial available

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 gavin@getubetter.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 5 3 8 1 2 5 1 8 5 0 4 0 2 2

Contact

GET U BETTER LIMITED Gavin Ford
Telephone: 07952228499
Email: gavin@getubetter.com

Service scope

Software add-on or extension
No
Cloud deployment model
Community cloud
Service constraints
All maintenance work is planned in advance to ensure minimal disruption levels to customers and such works are normally carried out between 00:00--02:00 am.
getUBetter Apps operate on iOS on 13.0 onward and Android on 5.1 onward
System requirements
  • A Smartphone , PC or Tablet
  • Access to the internet
  • Web Browser: Google Chrome, Safari, Firefox, Microsoft Edge

User support

Email or online ticketing support
Email or online ticketing
Support response times
We respond to questions from our in-app patient users direct from in-app help fields into our contact@getubetter.com customer service capability. All incoming customer queries are allocated a priority status and managed within an application of support tickets that enables tracking, escalation and data analysis for trends and themes. The user queries are handled via email response within a target of 4 hours during weekday office hours and within 12 hours during weekday out of office hours and 72 hours during 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
No
Onsite support
Yes, at extra cost
Support levels
All support is provided as part of our contract cost and is arranged into capabilities to reflect the need.
In app-user and technical enquiries from both in-app patient users and applicable clinical teams and data officers via our customer service capability. The capability handles all incoming queries from in-app patient users and website via the published contact details. We respond by email as default and can connect via phone if requested. The team performs against service level targets so responds and rectifies queries as quickly and effectively as possible.

Queries from all commissioning, sales, marketing queries are handled by an allocated account manager.

For the duration of our contracts, we provide professional, consistent and focussed support from our project and engagement capability. This dedicated support increases awareness and the sharing of techniques to drive patient adoption of digital self-management.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
As part of the deployment process, we work with clinical and non-clinical teams within individual GP practices, hospitals, pharmacies, occupational health teams, MSK services and women’s pelvic health services across the ICS.

We educate providers of our service by delivering remote awareness sessions, creating localised communications materials, and by sharing training materials to support integration and promote engagement in self-management for common MSK injuries and conditions and women’s pelvic health.

Our 5 step Rapid Deployment Model that we utilise provides the framework for a smooth and effective installation of our services and so assure the anticipated benefits.
Service documentation
Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
Microsoft Word
End-of-contract data extraction
As part of our standard contract support provisions, we provide a data extraction facility. That when the getUBetter service has been terminated, the client will be notified and provided with an opportunity to download in csv format the data collected for their registered patients from the getUBetter database server.
End-of-contract process
This contact provides for an Exit Plan setting out the requirements and actions to support the client and getUBetter in executing a mutually satisfactory withdrawal of the getUBetter application and support platform covering all the associated health services within the stipulated ICB. This might include primary, secondary, or other healthcare providers under the authority of the client that have been provided access to the getUBetter service under that contract.
The deactivation of getUBetter shall mean that as of the termination date no new patients will be able to access the getUBetter platform. They will be directed to an information page which the client may provide getUBetter with information to populate. Existing users will continue to have access to the application for the off-boarding period and the App shall continue in use as it is at that time.

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
Our application is a hybrid application so applicable to both android and iOS platforms. The platform is also available to tablet and desktop web users. The only difference is that for the mobile or tablet patient user downloads the application to a device whereas desktop option is via sign-in option on our website www.getubetter.com (also a second option for tablet users)
Service interface
No
User support accessibility
WCAG 2.1 AA or EN 301 549
API
No
Customisation available
Yes
Description of customisation
GetUBetter enable clinical and commissioning led configuration. This means all recovery and prevention condition pathways are customised to reflect local needs. Which is done on a place-by-place level for the ICS (each area) which enables planned responsible clinical transitioning of care. This includes configuration of the 'lived experience' of the population, clinical pathways (place by place) and access to local treatment and services. For example; local messaging pertinent to the population, a chosen mix of safety meeting tools, advice, guidance and instruction and supporting services.

getUBetter enables branding, logos, real-time data dashboard, and contact information for each clinician community.

Once 'in-service' our customers have opportunity when appropriate to activate then automate onward referrals to both local Physiotherapy services and associated rehab and wellbeing services bespoke to the local care pathway for their patient users.

Scaling

Independence of resources
Our partnership with AWS Cloud Assured hosting structure enables rapid provision and scale up of our configuration as necessary. This is set at 2GHz and a speed of data transfer averages 8Mbit/s for VM import/export and 40 Mbit/s for data transferred over FTPS.

Customers are placed within AWS Cloud Assured servers will not be compromised nor affected by other customers.

Our technology stack uses multi-platform frameworks such as Laravel and Ionic to enable a platform and data model that can accommodate approximately 200,000 active, concurrent users and 10,000 condition pathways, so safely scale across all UK ICS and NHS OHPs.

Analytics

Service usage metrics
Yes
Metrics types
Our clinician customers have access to our online portal, through which there are graphical illustration of simple metrics, such as; the number of apps issued by their prescribing team; the number of apps registered by patient; the age profile of registered patients.

In addition our project and engagement capability will maintain and produce monthly insight statistics on more specific elements of use of the app to include: projected realisable benefits, patient demographics and access behaviours to associated services.
Reporting types
  • Real-time dashboards
  • Regular reports
  • 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
Physical access control, complying with SSAE-16 / ISAE 3402
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
We don't anticipate any scenario for users to input data in order to enjoy the getUBetter service.

We offer data export, as described earlier, as part of off-boarding services if requested.
Data export formats
CSV
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
Other
Other protection within supplier network
Hosting services traffic sits within the AWS Cloud Assured and Elevated services, protected using encrypted sessions over fibre optic connections, which have been independently validated by the NCSC Assured Service - Telecoms (CAS-T) scheme.

Subjected to a regular independent IT Security Health Check (ITSHC) CHECK Test.

Data over the public internet to patient devices has security application which is protected using authentication tokens and 2-factor authentication. Access to the service is via encrypted VPN. Information in transit is subject to encryption.

Access to the service is handle using SSL with the data being encrypted in transit and at rest.

Availability and resilience

Guaranteed availability
GetUBetter strive to achieve 99.99% service availability. There is no financial compensation if target service levels are not achieved.
Approach to resilience
GetUBetter data centre service is hosted by AWS Cloud. Locations have been visited and assessed during formal accreditation activities undertaken by accreditors and assessors from the National Cyber Security Centre, Home Office (PASF) and by BSI and Lloyd's Register (LR) external assessors during routine ISO9001, ISO20000, ISO22301, ISO27001, ISO27017 and ISO27018 certification assessments.

All data centres used by AWS UK are protected by a robust framework of physical, technical and logical security controls, which ensure the data, applications and ICT infrastructure are afforded the highest possible levels of protection and resilience.
Outage reporting
Our service resides within AWS Cloud who operate a Network Operations Centre (NOC) that supports the service on a 24/7 basis, which is responsible for monitoring the health of the AWS Cloud platform and carrying out routine tasks. A framework of monitoring tools, such as SMS and outage support channels, provides an early warning system that allows for the identification of potential service issues before they can impact us and our customers. In the event of service disruption, the NOC is the primary focal point for major incident management. It co-ordinates the recovery actions with us to ensure remedial actions are completed.

Service disruptions are also communicated via the Service Status webpage to us and we email project sponsors in our Customer base the details on the incident. This will provide the status of an issue in addition to the follow up report that will describe what, when, how and why the incident occurred.

Our disaster recovery policy details how we manage, respond, recover and report to appropriate services any data breach triggered by any service outage

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels
Access is managed via AWS Cloud who have implemented and operate several technical controls to ensure only authorised getUBetter individuals can authenticate to and access the getUBetter services for which they have an identified and approved business need. We are required to have a unique username and password with the option to add a memorable word combination. This includes 2FA.

Access Control Policy places specific responsibilities on administrative accounts, which are not used routinely for normal support or development tasks.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Access to user activity audit information
No audit information available
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
At least 12 months
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
Yes
Other security certifications
Yes
Any other security certifications
  • Security Management System (SMS) supported by IG manual and procedures
  • Registered with the Data Security Protection toolkit
  • Working toward ISO 27001 protocols but not certified
  • Hosting partner AWS Cloud have ISO 27001
  • Monthly and annual OWASP Pentest cycle
  • Certified within the DTAC criteria
  • Our supply chain contractually obliged to comply with our SMS

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, and are assessed on a quarterly basis, to the equivalent of ISO 27001 security standards, and are cyber essentials plus certified.

We follow GDPR principles through our information governance processes and we are registered with the ICO.

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
As a registered medical device, CE compliant getUBetter operates a quality management system for all configuration and change management requirements, aligned to ISO 13485.
The application and related components are tracked through their lifetime and all change enabled via our internal ticketing system and controlled application test and our release management processes.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Our Release Management Policy covers the identification and assessment of threats, vulnerabilities and exploits which could impact our technical stack and/or services.
Servers are monitored and updated ensuring the latest security patches are applied within 2 weeks of issue. If no patch is available, where possible a manual fix is Implemented until an official patch is released.
Monthly and Annual penetration testing of servers is conducted using OWASPs top 10 vulnerabilities.
For urgent matters we deploy patches in 12 hours and for less so, 36 hours. Our hosting provider is CSA CCM compliant and listed on the CSA STAR registry.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Our hosting provider, AWS Cloud have Assured and Elevated Platforms that are protected by a GPG13 aligned protective monitoring system externally provided by e2e-assure. This monitors and alerts on the twelve control areas documented within GPG13 (PMC1-12) at the DETER Level, and includes the production and retention of user activity logs to support monitoring, incident identification, response and investigative activities. It also includes activities related to the formal notification to the relevant authorities as appropriate.
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
AWS Cloud tools are used to monitor the live service and provide real time live service monitoring information. The feedback on the live service is reviewed by the development team and acted on as required.

Patient users report incidents via the contact@getubeter.com email address.

Where the service is interrupted due to service incidents, a web page or dialog will be displayed to advise users.
Safety incident communication is managed by our service desk and where necessary user service bulletins will provide instructions for dealing with safety incidents through the application help pages.
Root cause analysis is completed for all incidents

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
Public Services Network (PSN)

Social Value

Social Value

Social Value

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

Fighting climate change

As part of our contract delivery, our social value and outcome commitments provide social, economic and environmental value for local communities.

Moreover, with patients and the NHS at the forefront of every decision we make, we are proudly responding by going beyond our social value commitments. Our social ambition for generating valuable change is important as it provides:

In practical terms, we work closely with Integrated Care Systems, Health Boards, and other key stakeholders to ensure our platform, app and Rapid Deployment Models are continually evolving, ensuring improved outcomes for patients and the NHS.

getUBetter digital services are accessed by individuals remotely via self-referral. Users follow recovery advice and guidance via their mobile device, reducing the need to travel to appointments with their GP, physiotherapist, or Urgent Care. This delivers environmental benefits, supporting the Greener NHS programme.

Environmental benefits include: 50% reduction in medication prescribed for musculoskeletal injuries and conditions, reducing prescription drug manufacturing. Lowering patients’ carbon footprint by reducing travel to appointments. Patients are supported to self-manage in their community, with support available within the App before, during and after interaction with a healthcare professional. The App reduces the need for physiotherapy, GP, urgent care or secondary care appointments with safe self-management advice. Users are navigated back to the health system only when needed and in accordance with national guidelines. Promotion of behavioural changes, such as advocating walking instead of driving, lead to greater health benefits and reduced carbon footprint.

We can identify achievable commitments through KPIs and data analysis, demonstrating our social value and outcomes within integrated care systems in line with the Greener NHS programme.

Covid-19 recovery

getUBetter reduces demand on health and care services by supporting the physical and mental health of people affected by musculoskeletal and women’s pelvic health conditions as well as their associated respiratory and cardiac co-morbidities. Although not specifically focused on COVID-19, the app has indirect benefits.

Benefits include: Helping communities manage and recover from the impact of COVID-19. The app can be accessed 24/7 and 365 days of the year, providing trusted self-management guidance with signposting to relevant local services.

Regardless of where patient requests help they can access the app for support. This includes from the community, pharmacy or a clinician. Accessing guidance helps people manage at home, work and socially, leaving a lasting impact on communities, the environment and increasing appointment availability to those requiring physical input.

Help the NHS and UK manage and recover from the impact of COVID-19
Self-management is widely recommended within national guidelines, with evidence demonstrating the value of supporting patients to self-manage as early as possible.

By enabling ICSs to provide digital self-management for musculoskeletal, women’s pelvic health conditions, clinical capacity to meet other health demands is increased. This supports the NHS and UK to recover from the impact of COVID-19.

Digital self-management via getUBetter can also support NHS recovery by: Supporting care at home, bridging the gap between primary and secondary care, supporting people on a waiting list, promoting self-management and wellbeing, reducing sick days and supporting return to work, minimising digital exclusion and supporting the reduction of health inequalities, supporting digitally enabled care to become mainstream across the NHS through our technology, research, and Rapid Deployment Models, contributing to NHS generalisable knowledge through channels such as the NHS Innovation Accelerator, or hosting national “Share and Learn” events and connecting people to traditional and non-traditional NHS care pathways and communities.

Tackling economic inequality

getUBetter routinely works with ICS stakeholders to develop new skills and increase capacity within their system. We can demonstrate that we tackle economic inequality, promote the development of new skills and increase supply chain resilience in the following 3 examples. Example 1; working With SPIN Fellowships. We partially sponsor new GPs to participate in ‘SPIN Schemes’ or other similar opportunities. These New to Practice Fellowships aim to recruit and retain newly qualified GPs to salaried posts in a local general practice. The Fellowships contribute social value by supporting GPs in the early stages of their career, increasing capacity and supply of a specialist workforce, as well as assisting with adoption and delivery of getUBetter in local areas. Example 2; Physiotherapy Rotations. getUBetter sabbaticals are available for Physiotherapists to undertake a ‘digital health’ rotation. The supportive role leads to new skills and better retention, both of which are needed to meet the NHS Long Term Plan for a new service model for the 21st Century. As part of the sabbatical, getUBetter strives to make provision of digitally-enabled primary and outpatient care mainstream, which is one of the five practical changes to the NHS service model. The physiotherapy rotation also supports the NHS plan by increasing options for patients, providing better support, and establishing co-ordinated care at the right time in the optimal care setting. Example 3; supporting New Skills Across an ICS/Health Board. Through our technology, research and Rapid Deployment Models, we support the development of knowledge and new skills to support digitally-enabled care to go mainstream. This includes contributing to Local ICS knowledge of self-management, contributing to and participating in community days, supporting the adoption of combined digital and routine care in the community, and updating the digital support and skills training we provide.

Equal opportunity

getUBetter aims to have a positive impact on equality issues. As part of the business and through the app content, we give due regard to eliminating discrimination, harassment and victimisation, advancing equality of opportunity, and fostering good relations (as cited in the Equality Act 2010). getUBetter does not discriminate either directly or indirectly on the grounds of the 9 protected characteristics. We also address unconscious bias and institutional racism, ensuring we meet the needs of the diverse population that we provide our service to.

As getUBetter is made available across the entire traditional and non-traditional care pathways, we will provide equitable access that extends beyond NHS provision for the specific injury or condition. Example 1; App accessibility. Digital inclusion is very important for health and care sectors. While the written content of the app is in English, we now have a “Touch-to-Speak” functionality that converts written and video content into the 10 most spoken languages in the UK to be read aloud to the user. We support ICSs and Health Boards to develop new ways of providing equal access opportunities. Example 2; supporting return to work and the economically inactive. The ‘I’m Struggling to Work’ self-management Support Module offers help to people who are off work, struggling to keep working, or finding it hard to return to work. This provides equitable access to work-related support, building workforce resilience. Example 3; Rapid Deployment Model. To achieve social outcomes specific and relevant to local communities, we designed our Rapid Deployment Model to work collaboratively with ICSs and stakeholders. Collaboration might include: co-designing user-friendly solutions, promoting digital literacy, ensuring accessibility, community engagement, education of clinicians and NHS staff and supporting traditional and non-traditional NHS care pathways

This approach helps facilitate wider beneficial change when the app is introduced in communities.

Wellbeing

Improving health and wellbeing. getUBetter a digital health treatment that enables patients to self-manage musculoskeletal and women’s pelvic health conditions as well as their cardiac and respiratory co-morbidities. The app contains local recovery and prevention pathways, providing standardised care whilst supporting patients, clinicians, health systems and the community.

We work to minimise health inequality, co-designing the app with people who have different physical, emotional, social, cultural or learning needs, accessible for everyone via clinical or self-referral, helping digital care become mainstream.

getUBetter provides 24/7 access to physical, mental, societal, and behavioural change support. Users become confident, knowledgeable and skilled at managing their condition.

Care beyond recovery. We connect patients to the community by providing access to their local treatments and services that support individuals with their health, encourage population wellbeing, or promote community cohesion. Users are directed to local health providers, social care, specialist charities and community groups.

No-one should have to wait to access safe, effective, local care, and our technology provides standardised care at point of access. Giving users greater control of their health contributes to better “Out-of Hospital” care, dissolving care silos and the divide between primary - community health services. By collaborating with users and communities regarding the design and delivery of the contract, we promote strong community integration.

We tailor our Rapid Deployment Model by working directly with ICSs to understand their priorities, providing relevant self-management advice and signposting to treatment pathways or services specific to their population.

We improve health and wellbeing by encouraging behaviour change, helping users develop self-management habits, supporting recovery, preventing recurrence, providing advice while on a waiting list, accessible to shift workers, in 10 languages, promoting digital inclusion and enabling access to those not registered with a GP or from “unheard groups” such as unemployed, homeless or those in prison

Pricing

Price
£38,500 a licence a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
At initial stage of engagement we provide a demo workshop to all interested commissioner stakeholders. If the associated organisation chooses to pursue their interest further we provide access to our demo version of the product. The demo app provides the full user-experience, in a test, not live, environment.

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