Attend Anywhere

Attend Anywhere Video Consultation

Attend Anywhere makes it simple, safe and secure for healthcare organisations to offer video consultations as a normal part of day-to-day operations.

It provides a proven, highly scalable platform for clinicians to deliver remote consultations and, through the waiting room functionality, even whole clinics, saving time and improving patient care.

Features

• Scalable video consultation solution adaptable for all clinical settings
• Waiting Area model using same link for all patients
• Supports flexible workflows, transfer patients between services, return-to-Waiting Area
• Web-based application with device readiness self-test
• Two-way chat, screensharing, blur, custom background, invite 3rd party
• SMS/Email invite to Waiting Area, or directly to ConsultNow
• Run individual or large group consultations with break-out rooms
• Extensive learning resources to drive adoption and usage
• Sophisticated real-time data reporting and analytics (online/API)
• Integration with Zesty patient portal, plus other API integration

Benefits

• Purpose-built for healthcare, proven at scale by NHS
• Highly configurable: all clinical settings, individual and group consultations
• Aligns to existing clinical workflows with minimal admin
• User-friendly hospital branded waiting areas for patient reassurance
• Patients don't need accounts, special software, individual meeting details
• Highest levels of clinical safety, privacy, security, data protection
• Dedicated onboarding programme to embed remote, patient-centric care effectively
• Post-consultation web redirects to questionnaires and useful tools
• Extensive resource library, targeted user-groups, forums for shared learning
• Seamless integration with Zesty patient portal, improving user experience

£185 to £225 a user a year

• 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 attendanywhere.bids@inductionhealthcare.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

363587633861572

Contact

Bid Team
0333 9398091
attendanywhere.bids@inductionhealthcare.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Users require a supported web browser and minimum specification devices see: https://nhs.attendanywhere.com/callers
• System requirements:
  • Google Chrome Web Browser (Win7+, Android5.1+, MacOS 10.11+)
  • Apple Safari Web Browser (MacOS 10.12, iOS 11.4+)
  • Microsoft Edge Browser (Win 7+)
  • A web camera (built-in or USB)
  • A microphone ( built in to laptop computers and webcams)
  • Speakers or headset
  • (Recommended for service providers) A second monitor
  • A reliable connection to the internet greater than 192kbps rate

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 95% within 1 Business Day
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: A support desk is available for NHS staff using Attend Anywhere, as well as IT Departments or programme support functions. See https://england.nhs.attendanywhere.com/support as an example.; ; Service management processes are aligned with industry best practice - ITIL, ISO 20000.; ; Attend Anywhere provide a wide range of troubleshooting posters and on-line help for users as well as training for IT support teams, and a real-time Service Status page that users can subscribe to receive text or email alerts in relation to incidents, on-going issues with a particular component or planned maintenance / updates.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Base level implementation and support includes:; • Platform provisioning; • General program management and support; • Train-the trainer and technical support training webinars including:; ­ Orientation and demonstration of Attend Anywhere; ­ How to consult with a patient using Attend Anywhere; ­ Attend Anywhere resources to support implementation and use; ­ Attend Anywhere troubleshooting; ­ How to administer the Attend Anywhere Management Console; ­ How to provide technical support for Attend Anywhere; • Third level support for identified support contacts (or their representative) personnel
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Standard Reports are available which represent the entities and their activity. These can be run on demand for configurable periods. They are formatted as CSV and can be downloaded by the users.; ; An full extract for their Attend Anywhere Organisational Units can be produced on request.
• End-of-contract process: Data extraction in standard structure/format is covered in the contract price. ; ; Production of Custom structure/formats will be at additional cost.

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: No material difference except that layout changes to suit the screen format
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: All service and administration of done via via the management console web page. This is accessed by the original administrator who can delegate access.
• Accessibility standards: None or don’t know
• Description of accessibility: Formal accessibility review underway and development to comply with WCAG 2.1 AA minimum standard within 12 months.
• Accessibility testing: Formal accessibility review underway and development to comply with WCAG 2.1 AA minimum standard within 12 months.; ; Worked with NHS Scotland to meet accessibility standards in relation to patient materials and assessing suitability for MND patients.
• API: Yes
• What users can and can't do using the API: Most aspects of the Attend Anywhere Web Application can be accessed via the API to create seamless experiences for patients (for example through an existing patient portal to create a ‘digital front door’) and clinicians (for example the ability to see when a patient has arrived and join them directly from a PAS or EPR). ; ; Developers can enable their applications or integrations to access the API using credentials with the appropriate access levels to the target configuration. HTTPS REST calls with JSON payload are supported.; ; Web content managers can embed Javascript to add Video Consultation entry buttons to their web-site.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Service Administrators can customise many aspects of the service including branding, messaging provided to patients, support contacts, patient information, opening hours, service URL and post consult evaluations.

Scaling

• Independence of resources: System resources are designed for horizontal scaling so that new servers are launched to handle increased load. ; ; Systems resource utilization are constantly monitored to enable timely scaling.; ; Video Consultation media pathways are Peer to Peer and do not centralised scaling of video processing.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard reports are available for system access and usage including: Number of users; Number of Consultations; Number of Meetings; Organisations Created; Waiting Areas Created; Activity Per User / meeting room / Waiting Area activity; Time and date of each consultation, clinician name, time of call transfer if appropriate; Number of dropped calls and reconnects; Qualitative Metrics such as call bandwidth, resolution, framerate, latency; Abandoned calls
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users assigned Administrator or Reporter roles for Waiting Areas and Organisational Units, have access to standard reports in CSV format aggregated for all of their assigned entities, via the web application interface.
• 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)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The service availability is based on the aggregate SLAs of the service components from the underlying cloud hosting provider. This is 99.95%.
• Approach to resilience: The system is provided as resilient, high availability service.; Underlying infrastructure is provided by accredited cloud providers, with redundant and resilient internet connections and local utilities.; ; The system is designed for continuity with resilience to both site and component failures.; ; Redundant sets of components are deployed into geographically-separated sites. These redundant components are configured for cross-communication, so that if a component fails in a given zone, its functions will be fulfilled by surviving components in another site.; ; The design is scaleable with additional component units able to be added for resiliency, and capacity.
• Outage reporting: The following outage reporting methods are employed:; ; Real time Service Status Web Site detailing any ongoing issues with service or any sub-component, as well as planned updates etc. Email, RSS or Text subscriptions to change of status alerts. API available for individual component status. History of service status

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Buyer administrators are granted Administrative privilege to their Organisational Units.; ; Day to day management of individual health provider access and usage is delegated appropriately to trained and responsible actors assigned to Organisation Unit, Group and Waiting Area Roles admin roles; ; Admin role is distinct from that of a service provider and has no access to clinical operations.
• 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: 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: Compass Assurance Services PTY LTD
• ISO/IEC 27001 accreditation date: 24/05/2021
• What the ISO/IEC 27001 doesn’t cover: Our ISO 27001 certification covers the full scope of the solution specified in G-Cloud
• 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 Digital Data Security and Protection Toolkit
  • NHS DTAC

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Security Governance is the responsibility of the CTO and embedded within day to day operations and all change processes. ; ; Regular Security Audits are conducted across Development and Operations functions, and the hosted Service Interface.
• Information security policies and processes: Information security policies and processes: ; ; - Current service level security policy reference (reviewed annually); - Complies with current GDPR regulations and Data Protection Act 2018; - ICO registration; - ISO 27001 accreditation; - NHS DTAC completed; - NHS Data Security and Protection Toolkit compliant ; ; A comprehensive set of policies covering implementation and management controls across the following aspects: ; - Access and Authorisation Control ; - Network and Data Encryption; - Network Ingress/Egress; - Centralised Event Logging and Alerting; - Systems Hardening; - Data Protection and Retention; - Intrusion Protection/Detection; - Malware and Virus Protection; - Patch Management; - Solution Design Assurance; - Vulnerability Assessment; - Incident Management; - Solution and Systems Development; ; * Systems design and implementation documentation is delivered to the standard required for effective realisation of security controls.; * Security Controls implemented in technical domain are unit and integration tested for impact and effectiveness.; * The IT Operations Manager is responsible for ongoing monitoring of systems and procedural aspects relating to security policy enforcement and or detection of exceptions and/or violations.; * An ISO compliant Documentation Control System is used; * Internal Policy Approvals are the responsibility of Senior Management team including the Managing Director.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ITIL based change management processes; ; Change Advisory Board approval required for each change; ; User can access the platform’s live roadmap; ; The Software and Systems development lifecycle is mature with clear boundaries between phases and activities and individual assignment: ; - QA Scope and test case specification and execution are tracked and reported in functional and regression testing.; - Continuous Integration, Continuous Delivery and Test automation is in place to ensure repeatable, consistent and robust deployment.; - All software and systems development steps are tracked in issue management system which incorporates approval gates and sign off
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: - Infrastructure and application assurance, employs a suite of standard security testing tools; ; - Regular external-facing testing is performed to ensure infrastructure attack surface-area complies with the design and deployment specifications; ; - Server configuration and software versions are audited against currently-known vulnerabilities; ; Application server systems protection with:; - Automated system vulnerability assessment ; ; - Virtual patching providing automatic update of protection modules for newly discovered vulnerabilities even before operating system or vendor patches are available.; ; - The application hosting environment is audited for any inadvertent misconfiguration; ; - Third-party-contracted testing is performed in concert with key stakeholders
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Web Application Firewall with comprehensive OWASP Top 10 coverage; ; On host intrusion protection and detection system:; Alerts are configured so that system administrators are informed when events occur which require immediate action or investigation. Major event alerts trigger delivery of email. Critical events trigger alert via AWS SNS with higher priority email and SMS to designated phones. ; ; Daily Reports are delivered to System Administrators which cover:; • Summary of all System and Subsystems Events; • All Firewall Events; • All Integrity Monitoring Events; • All Log Inspection Events; ; Identified incidents are correlation with system wide log/events
• Incident management type: Supplier-defined controls
• Incident management approach: Incident Management follows ITIL processes incl.:; Incident Management Support: tools process and skills and rules maintained for effective and efficient handling of Incidents; ; Incident Logging and Categorisation: A Service Desk is available for logging of incidents, with ticket confirmation via email, and subsequent categorisation by service operations team; ; Incident Resolution by 1st Level Support and then 2nd level Support if necessary within SLAs; ; Handling of Major Incidents process; ; Incident Monitoring and Escalation; ; Incident Closure and Evaluation; ; Pro-Active User Information; ; Incident Management Reporting: Post Incident Review

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Our Net Zero Plan details our target to halve emissions by 2030 and to achieve Net Zero by 2040. ; ; Our plan includes policies and actions to support our target, including: ; ; A sustainable business travel policy to take the train where possible and reduce air travel – prioritising this will reduce our emission by 14% in the the 12 months from April 2024 ; ; Optimising our cloud use, move to green energy servers and implement steps suggested by Amazon Web Services to reduce idle time, right size workloads, maximise utilisation and reduce the size of the data transmitted ; ; Formulating a hardware policy to, where possible, use low carbon models and extend the average lifecycle of products ; ; Purchase of appropriate durable carbon removal offsets ; ; Attend Anywhere supports NHS Carbon Footprint and Carbon Footprint Plus reduction targets, through cloud hosting, using virtual tools and encouraging the shift to paperless. ; ; Figures from AWS’s carbon footprint tool suggest we are already saving 75% on emissions by using AWS as opposed to trust on-premises hosting. Efficiency changes we made in 2023 within our AWS hosting infrastructure have already reduced hosting emissions by a further c.30%. ; ; Attend Anywhere reduces unnecessary face to face appointments (and associated travel) as patients are more engaged in their own care. ; ; Integrating video into the Zesty Patient Engagement Portal facilitates the continued use of remote consultations helping to save hospital journeys and reducing the trust’s wider carbon footprint.

  Covid-19 recovery

  Allowing clinicians to continue to see patients remotely through video consultations proved to be a significant factor in maintaining near normal outpatient services and conducting clinics safely during the height of the pandemic. The flexibility, convenience and continuing safety of remote video consultations has allowed healthcare providers to see more patients more swiftly, including those with chronic or long-term conditions, who may still not be able or willing to attend a public clinic in person.

  Tackling economic inequality

  Improving options for access to care helps those who can engage digitally do so in the formats they require while reducing burden on administration teams. ; ; Creating capacity across administration and clinical teams allows more support to be spent on those patients who need it most. ; ; Accessibility disproportionately affects those in low socio-economic environments. ; ; Good design needs to not only be usable but also accessible, which means that we actively consider users’ capabilities, context, and available technology. We regularly engage the Royal National Institute for Blind (RNIB) to conduct accessibility testing and ensure our product meets Web Content Accessibility Guidelines. We use their findings to enhance the accessibility and usability of our products.

  Equal opportunity

  One of our corporate goals is to ‘to implement and continuously deliver an inclusive and performance driven culture’. This is underpinned by a clear set of formal company policies shared with all staff. Our Hiring Policy outlines a rigorous sourcing and selection process and strives to remove barriers jobseekers may often face. ; ; Our Flexible Working, Remote & Hybrid Working, and Short Term Overseas Working policies are actively utilised in practice, and our flexible approach to working practices enables those with caring responsibilities or family abroad to comfortably meet their personal and professional goals. ; ; Our restructured top-tier Leadership Team has recently moved from a 100% male to a 75% male/25% female gender profile. We have also adopted a third-party tool that will enable us to collect self-reported data around diversity resulting in a formal plan to promote greater diversity and inclusion.

  Wellbeing

  The health and wellbeing of our workforce is very important to us. Our employees are remote first, we do have an office base with a national coworking organisation allowing teams to meet and collaborate easily in-person irrespective of location. We also bring our staff community together in person for Town Hall and quarterly social events, supporting our drive for inclusivity and engagement. ; ; Our Flexible Working, Remote & Hybrid Working, and Short Term Overseas Working policies are actively utilised in practice, and our flexible approach to working practices enables those with caring responsibilities or family abroad to comfortably meet their personal and professional goals. ; ; We actively promote wellbeing, recognise the value of neurodiversity, and support the mental health of our staff. Measures include providing accessibility to confidential employee assistance programmes, mental wellbeing support tools (including unlimited therapy sessions), and private medical insurance. ; ; We actively collaborate with staff, suppliers and customers to continually improve our solutions. Our Product & User Experience teams follow human-centred design principles to understand users’ needs, and actively use insights about individual experiences when designing our products. This means we conduct user research and testing along the entire design and development process. ; ; Good design needs to not only be usable but also accessible, which means that we actively consider users’ capabilities, context, and available technology. We regularly engage the Royal National Institute for Blind (RNIB) to conduct accessibility testing and ensure our product meets Web Content Accessibility Guidelines. We use their findings to enhance the accessibility and usability of our products. ; ; The ability for patients with chronic or long-term conditions and/or disabilities to be able to hold a remote consultation with their clinician is revolutionising care delivery. The flexibility of remote consultations and clinics is a contributor to their overall wellbeing.

Pricing

• Price: £185 to £225 a user a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: An on-line Waiting Area can be provided for 1 month (with basic orientation) for evaluation and testing purposes.; Support for more extensive pilots is considered on a case-by-case basis.

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 attendanywhere.bids@inductionhealthcare.com. Tell them what format you need. It will help if you say what assistive technology you use.