WYSA LTD

Wysa Digital Referral Assistant

Everyday Mental Health by Wysa provides App or web-based clinically-validated mental AI mental health support for ages 11+

Features

• AI enabled self-referral for NHS TT services
• Cross-platform compatibility
• Customisable branding
• Risk identification and categorisation
• AI Algorithm for provisional complaint recommendation
• customisable conditional logic for shortest patient journey
• Built in GP locator and age filters
• Integrated workflow with EPR systems
• Customisable clinical summary and labelling
• Customisable aggregate analytics for services

Benefits

• Increased referral numbers
• Improved patient-choice for referral routes
• Reduction in follow-up appointments required
• Low DNA rate for referral to assessment
• Reduced administrative time for clinicians
• Instant signposting out for ineligible users
• Instant support and signposting for users at risk
• Minimal change to current workflows
• Improved treatment adherence through app support
• Improved patient experience

£1.16 to £3.25 a user a year

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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

Framework

G-Cloud 14

Service ID

368408769078791

Contact

John Tench
07584321947
johntench@wysa.io

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Can be used in conjunction with iaptus for clinical outcomes monitoring
• Cloud deployment model: Private cloud
• Service constraints: Wysa Digital Referral Assistant is integrated into EPR systems and does not replace their functionality.
• System requirements:
  • Analytics requires access to common web-browser
  • Web-widget requires simple integration into service web-page

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: End-users are usually responded to within 48 hours. For services our SLA is to have any service outage resolved within 4 hours during 9am-6pm working hours.
• 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: Onsite support
• Support levels: End-users have access to 24/7 email support with a response time within 48 hours. ; ; Buying services have access to a ticketing system operated by Zendesk and monitored from 9am - 6pm 5 days per week.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Wysa's Clinical Product Team will: ; - work with Services to map out the desired patient journey and customisations required ; - provide DCB0129 documentation to support with service's DCB0160; - establish an Information Governance Group to complete DPIA and DSA ; - build the Digital Referral product; - work with the service to undertake User Acceptability Testing; - work with communications teams to embed the widget into the service's web-page and ensure clarity for users; - provide training for all relevant clinical and administration staff (jointly with EPR provider if required); - provide user guides for all relevant staff; - provide QR codes to embed into service communications material
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All patient information is submitted into the EPR system within an agreed timeframe in the Data Sharing Agreement. At the end of the contract the Clinical Product Team will work with the Service and the EPR provider to ensure a clinically safe window for digital referral to be removed and ensure that all patient data has successfully transferred into the EPR.; ; Service's can be given a CSV raw data file of aggregate analytics on request at the end of the contract.
• End-of-contract process: At the end of the contract we will follow a data and knowledge transfer process to ensure that all patient information has successfully transferred into the services EPR system.; ; If the service has opted to include access to the Wysa app for patients then users are able to access the Wysa app for 12-months from the day of download. ; ; At the end of the contract services can request a CSV file of aggregate app analytics for the period of the contract. The End-user QR code will stop working for new downloads at midnight on the last day of the contract unless otherwise agreed.; ; There is no additional cost for this activity.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Wysa's Digital Referral Assistant is fully customised for mobile-web browsers and all functionality remains the same as the desktop service.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The interface for Wysa's Digital Referral Assistant is a web widget integrated into the service's web-page.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The widget follows the same standards as the service web-page for assistive technology.
• API: Yes
• What users can and can't do using the API: Wysa's Digital Referral Assistant uses Mayden's 'Referral API' and 'Prism API' when transferring data into the iaptus Electronic Patient Record system. The APIs are owned and managed by the EPR Provider.
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Services are able to configure: ; - co-branding of the widget; - embedded service T&Cs and Privacy Policy; - Removal of supplementary disorder specific clinical questions ; - Content of additional service specific question at the end of the flow; - Local and national crisis support helplines ; - Local signposting links

Scaling

• Independence of resources: We use UK-based Amazon Web Services to provide our services for millions of users with industry-standard guarantees.

Analytics

• Service usage metrics: Yes
• Metrics types: (all aggregate, over time, can be broken down to locality); - total downloads; - returning user statistics (no. sessions used in-app); - mood scores; - helpfulness rating; - SOS usage; - time of use; - most common difficulties ; - most common tools used; - Most common key phrases used in conversation ; - No times signposting used; - Clinical outcome scores (if used)
• 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 CHECK service provider
• Protecting data at rest: Other
• Other data at rest protection approach: We are ISO 27001 and 27701 certified and follow all relevant procedures within those certifications.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: All data captured through Wysa Digital Referral Assistant is transferred into the EPR and exported through the service's normal route for data export via the EPR system.; ; Services receive restricted access to an online data dashboard accessed through web-browser and can request a CSV file of raw data at any time. ; ; Patients using the Wysa App can access their data by submitting a request through the in-app helpdesk clearly labelled in 'Settings'
• 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: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Our SLA aims to guarantee the service to 99% availability 24/7 for the duration of the contract.
• Approach to resilience: Available on-request.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: We follow a role-based access control and "Need to Access" privileges. This ensures that only authorised staff get access to any systems used for user management.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: Available on request

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: BSI Group
• ISO/IEC 27001 accreditation date: 09/04/2024
• What the ISO/IEC 27001 doesn’t cover: Outsourcing of development (although we conduct all development in-house)
• 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: ISO 27701:2019

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 have an ISMS & PIMS policy and manual. Training for all staff is refreshed quarterly. All information management is on a restricted-needs basis.; ; We have a Director of Compliance who is a member of and accountable to our Governing Board.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have policies and procedures in place around configuration and change management as part of our software development lifecycle that re available on request. This allows us to track changes with clear version control and assure protocols are followed to assess for any potential security impact. We have integrated static analysis tools, such as Sonar Cube within Github which is our computation management system this allows us to detect and remediate any OWASP top 10 vulnerabilities prior to code commits.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We follow the vulnerability management practices outlined below: ; 1. Static analysis tool (Sonar Cube) integrated into Github to detect and remediate vulnerabilities in the code ; 2. Component analysis tool (OWASP Dependency Track) to detect vulnerabilities in any open source libraries used in the code ; 3. We do vulnerability scans with every release of our application; 4. We undertake third-party vulnerability assessment and penetration testing of our application and infrastructure to remediate any vulnerabilities
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have established logging, monitoring and alert mechanisms that allows our technical team to proactively monitor and remediate any vulnerabilities or threats. ; ; We have enabled AWS-provided logging and monitoring tools such as: ; Cloudtrail, Cloudwatch, AWS Security Hub among others to ensure protective monitoring processes. As mentioned in our earlier response we have also put in place vulnerability testing mechanisms to ensure remediation of potential vulnerabilities.
• Incident management type: Supplier-defined controls
• Incident management approach: We have in place ISMS and PIMS where we have defined and approved incident management procedures that we use for incident management and reporting purposes. Our ISMS and PIMS are audited and certified to ISO27001:2022 and ISO 27701:2019.

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: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  Our web-server suppliers have a commitment to use 100% renewable energy by 2025 and reach net-zero emissions by 2040. We endeavour to ensure that all of our suppliers meet a similar standard in their commitment to net zero. Our workforce is remote and we do not use a physical office and we have a travel policy that supports the most sustainable travel options at all times.

  Wellbeing

  We run co-design sessions with end-user communities to customise the software to ensure that the software is user-led and does everything possible to not exclude any members of the community. ; ; Out employment policies ensure that staff have access to wellbeing benefits through employment for physical and mental wellbeing.

Pricing

• Price: £1.16 to £3.25 a user a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

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