DOCCLA UK LIMITED

CQC Registered Virtual Ward and Proactive Care

End-to-end virtual ward and proactive care service, CQC registered, with in-house clinicians. No-code configuration, proven, open, scalable, device agnostic, high patient compliance, continuous or intermittent remote patient monitoring for acute or community use, with agentic AI support. Existing EHR integrations.

Features

• Comprehensive remote monitoring and care for acute and chronic patients.
• Highly configurable rules engine allows ultimate flexibility.
• Intuitive dashboards, NEWS 2 , intelligent alerts.
• Built-in integrations with a wide variety of devices and applications.
• Video-consultations and appointment bookings.
• Agentic AI automations for a wide range of tasks.
• Fully compliant with all necessary standards.
• Supports continuous monitoring with data streamed in real time.
• Proven integration middleware offers all system functionality via APIs.
• Remote management of devices improves patient experience/compliance.

Benefits

• Frees bed capacity through avoided admissions/early discharge.
• Highest possible patient compliance and satisfaction.
• Reduces staffing burden/costs.
• Improves patient outcomes.
• Reduces the need for home visits.
• Encourages patient involvement in their care.
• Easy integration avoids information silos
• Device independence gives future-proofing and maximum flexibility.
• Highly adaptable software allows clinicians to design pathways.
• End-to-end support leaves clinicians free to focus on patients.

£1 a licence a day

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at denis@doccla.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

358809410078368

Contact

Denis Shaughnessy
+447769676855
denis@doccla.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None relating to the intended use of the service.
• System requirements: The end user requires a modern browser and internet connection.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We will respond as soon as one of our trained support staff has seen the email.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We internally test web chat features with our own staff. ; ; We have also built dedicated systems to collate feedback from patients on any accessibility issues they encounter, including feedback forms and patient participation groups, and we take prompt action to address and rectify them.; ; We regularly survey patients and clinicians, canvassing their views on how digital capabilities can be best improved to enhance usability. ; ; We do both internal and external User Acceptance Testing (UAT) for changes to our interface, including web chat. Our developers complete the internal UAT following specific protocols, where everything is documented, and reports generated. Our tech team routinely run external UAT lunch sessions with patients/clinicians. Changes to the system will be deployed first in a test environment, reviewed and tested with your clinicians and patients before live use. We follow an agile process in which we co-design solutions working hand in glove with their intended users. During usability testing, we prioritise collecting feedback on how to improve user-centred design, which we then incorporate into our product revisions.
• Onsite support: Onsite support
• Support levels: We provide the most comprehensive end-to-end support, including all technical management, onboarding, training, patient on-boarding, a help-desk for users and patients, pathway customisation, support for DCB 0160 compliance, patient compliance monitoring, translation services for non-English-speaking patients, device distribution and decontamination, device integrations and testing. ; ; All clients have a nominated implementation manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide comprehensive end-to-end support to streamline and fast-track implementation. This includes a dedicated implementation manager, a templated implementation document, DCB0160/0129 hand-over, user training, training materials in both video and written form, full documentation for patients and users (including translations for non-English speakers), a scheduled onboarding session for patients with a member of our customer service team, pre-launch testing, and best practice guidance.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We provide the data to the customer in any format of their choosing.; ; Our solution allows End User readings to be downloaded at any time with Personal Identifiable data removed to enable offline analytical capabilities. This can be done by a Professional User with the correct permissions. Our Customer Service team also does this upon discharge of the End User and formats it as a pdf document. A Professional User has the ability to configure what’s included and excluded from this data before moving into pdf as the report has a free text functionality. This can also be used to add a summary of the care the End User received.
• End-of-contract process: We agree a detailed exit plan with each client. There are no additional costs. At the end of the contract we will act upon the client's written instructions to:; ; Issue notices to users and patients confirming the timetable for closing the service.; Revoke user access to the service in accordance with an agreed schedule.; Provide a download of the client's data in any reasonable format specified by the client.; Permanently delete data.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service provides a browser-based interface for clinicians and an app for use by patients.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The intuitive service interface allows patients to be monitored at home as if they were in a hospital ward. Patients can submit information about their condition (eg vital signs and subjective responses), communicate with carers and clinicians, maintain a diary, view information and advice. Clinicians/carers can view the information relating to their patients, arrange and hold video-consultations, set and view alerts and alarms, escalate urgent cases, design and launch intelligent questionnaires.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We test internally on our staff.; ; We also use our Draft Usability Designs to develop prototypes and mockups of our products to visualise potential design improvements before implementation. We then conduct extensive UI evaluations for each release and carry out user testing multiple times per month. We compile meticulous, detailed documentation on the results of our testing. ; ; We do both internal and external User Acceptance Testing (UAT) for changes to our software. Our developers complete the internal UAT following specific protocols, where everything is documented, and reports generated. Our tech team routinely run external UAT lunch sessions with patients/clinicians. Changes to the system will be deployed first in a test environment, reviewed and tested with your clinicians and patients before live use. We follow an agile process in which we co-design solutions working hand in glove with their intended users. During usability testing, we prioritise collecting feedback on how to improve user-centred design, which we then incorporate into our product revisions.; ; Our developments are also presented company wide during our weekly tech demos, where we obtain feedback and validate design changes quickly.
• API: Yes
• What users can and can't do using the API: Every aspect of the functionality of the service is addressable via APIs.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Virtually every aspect of the service can be straightforwardly customised by the users. This includes:; ; Highly-granular definitions of roles.; A visual editor to define intelligent patient questionnaires.; The definition of pathways.; Setting up wards.; Setting up thresholds for automated alerts.; Curating content to be made available for patients.; Setting up patient groups.; Setting up standard templates for emails and text messages.

Scaling

• Independence of resources: We monitor and manage resource usage to ensure that there are no capacity conflicts. Our solutions can scale on demand.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide whatever metrics are requested by the client. By default this includes periodic and cumulative figures for:; ; System availability.; Patient onboarding/offboarding.; Patient compliance.; User and patient satisfaction.; Maximum concurrent patients; Patient active days; Patients discharged; Average length of stay; % Red alerts
• Reporting types:
  • API access
  • 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: 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: Yes
• 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 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: A third-party destruction service

Data importing and exporting

• Data export approach: The clinician makes a data export request and we provide the data in an agreed format.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • XML
  • JSON
  • XLXS
  • TSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: Clinicians can submit data via secure email

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)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: We guarantee service availability of at least 99.5% excluding agreed downtime.; ; Our historical service availability has been consistently above 99.9%.
• Approach to resilience: This information is available on request.
• Outage reporting: We monitor the service 24/7. Any outages are communicated with the client in accordance with agreed BCDR escalation arrangements. This typically includes email or SMS alerts to nominated contacts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: The service enforces role-based accessed controls that are are defined on a very granular level to ensure that access is granted to the minimum subset of functionality and date required to perform the role.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BAB
• ISO/IEC 27001 accreditation date: 22/06/2023
• What the ISO/IEC 27001 doesn’t cover: None.
• 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:
  • NHS DSPT Toolkit 'Standards Exceeded'
  • NHS DTAC 100% Compliance

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: We have Cyber Essential Plus certification, and meet the 'Standards Exceeded' criteria for the NHS DSPT (Data Security and Protection Toolkit).
• Information security policies and processes: We have implemented comprehensive security controls policies and processes as part of our implementation of ISO 13845 and ISO 27k. This includes:; ; Compliance with all relevant data protection legislation and NHS best practice.; ; Information security training for all staff.; ; The vetting of all staff who handle personal information.; ; Technical and physical access controls.; ; Regular penetration testing.; ; The management of zero-day threats.; ; Mandatory reporting of security incidents and near misses to the Chief Executive.; ; Regular reviews of security arrangements.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have implemented formal configuration and change management controls in accordance with ISO 13485. They include risk-assessments of information security. We also perform clinical safety assessments in accordance with DCB 0129.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We perform a risk-based information security assessment as part of our ISO13845 QMS implementation. ; ; We subscribe to newsgroups and proprietary feeds for alerts relating to new security vulnerability.; ; Software patching for newly discovered vulnerabilities is automated on a daily cycle. In exceptional cases, patches may be manually initiated ahead of the daily cycle.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have ISO 27001 certification and conform to the baseline monitoring requirements set out in the standard.
• Incident management type: Supplier-defined controls
• Incident management approach: We do have an formal process for managing incidents as part of our implementation of our ISO 13485 quality management system. Users may report incidents by telephone, email , text or chat. We provide reports on incidents as part of our CAPA process within our quality management system.

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: 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

  We deliver additional environmental benefits in contract performance by working towards net zero greenhouse gas emissions. We currently partner with Ecologi to establish a ‘Virtual Forest’ for each client, showing a live count of trees planted to reduce our carbon footprint and support biodiversity.; ; We strive for environmental protection and improvement by influencing staff to hold all project meetings online by default, reducing CO2 emissions that would otherwise be generated by travelling to meetings. We influence our suppliers to have published commitments to support environmental protection and improvement. We influence our logistics team to continue using plastic packaging in our introductory boxes that is 100% biodegradable and recyclable.

  Covid-19 recovery

  We create employment and return to work opportunities by reviewing our commitment to Diversity and Inclusion at the beginning of every year and scrupulously encouraging applications from those from disadvantaged backgrounds, including individuals left affected by COVID on LinkedIn and our website.; ; We retrain employees to engage with cutting edge machine learning models, sophisticated customer service software, and health-based digital infrastructure to address skills shortages and enhance competitiveness in high growth sectors.; ; We support people and communities to recover by deploying our clinical in-reach team to help identify patients worst affected by or shielding due to COVID-19 to our respiratory pathway.; ; We involve local stakeholders and users in service design through one quarterly consultation with clinicians and patients on choice of medical devices and development of standard operating procedures for COVID-19.

  Tackling economic inequality

  We create opportunities for entrepreneurship by advertising our supply chain opportunities openly on Contracts Finder every quarter , ensuring contracting opportunities are available to new and growing businesses. ; ; We create employment and training opportunities for those who face barriers to employment by promoting our work placements in local colleges and schools with low attainment beginning every quarter, and offering routes to full employment through our placements. ; ; We support educational attainment by providing a Level 3 Business Administration apprenticeship scheme targeted towards individuals from disadvantaged backgrounds, providing practical training to address skills gaps in business and resulting in a fully funded, recognised qualification. Support one apprenticeship per contract per year.; ; We support educational attainment through monthly HEKA subscription, providing access to upskilling courses to all employees.; ; We create a diverse supply chain by enlisting our Head of Logistics to conduct research at the beginning of every quarter into new businesses, start-ups, VCSEs, and businesses owned by entrepreneurs who are women, veterans, minorities, or disabled.

  Equal opportunity

  We increase representation of disabled people in the contract workforce through targeted recruitment for our remote patient monitoring team, which allows nurses who have sustained chronic injury, burnout, or physical health conditions to work flexibly and remotely. Our clinical team already employs several clinicians that meet these criteria.; ; We support disabled people in developing new skills relevant to their work. For instance, we currently upskill disabled nurses the clinical governance and digital capabilities to deliver next-generation virtual monitoring systems. Our training programmes offer flexible hours and work from home arrangements to foster an inclusive workplace and promote retention.; ; For each partnership we launch, one project manager will spend two days per month working towards a PRINCE2 qualification, with training time fully paid, supporting skill development and career progression.

  Wellbeing

  We support health and wellbeing through monthly Heka allowance for counselling and fitness. We help manage stress by promoting our regular office yoga, mindfulness and meditation sessions, contributing to a relaxed workplace.

Pricing

• Price: £1 a licence a day
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Subject to capacity, we are happy to support pilot or trial implementations, particularly those that involve some element of research or business case development.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at denis@doccla.com. Tell them what format you need. It will help if you say what assistive technology you use.