DRUGINFO LTD

Bilingual (translated) & Accessible Medication Information

Transforms patient safety and enhance medication adherence with Written Medicine's clinically verified communication software. By delivering accurate bilingual medication information in over 20 languages, featuring improved English readability, and incorporating over 500 intuitive pictograms, our solution ensures comprehensive understanding.

Providing care in patients' preferred language maximises its value.

Features

• Real-time clinically verified translations in over 20 languages
• 3,500 English direction of use phrases
• Over 500 Pictograms and illustrations
• Multilingual and pictogram pharmacy dispensing labels
• English and pictogram pharmacy dispensing labels
• Multilingual audio support of directions and warnings
• Multilingual MAR chart and A4 medication summary
• QR Codes linked to patient information leaflets
• Uses First Data Bank & DM+D medicine information resources
• Interoperability with other healthcare IT systems

Benefits

• Helps reduce financial impact of medicine non-compliance inefficiencies
• Improves patient safety and personalised care
• Improves patient experience by providing service in a first language
• Improves medication adherence and long term care
• Increases patient independence and confidentiality
• Enables reasonable adjustment through information accessibility
• Helps reduce health inequalities and unwarranted variation in care
• Helps reduce medication wastage
• Promotes value-based healthcare
• Improves healthcare professional-patient engagement and education

£20,000 a licence a year

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

Framework

G-Cloud 14

Service ID

375021209825048

Contact

Ghalib Khan
+447747074797
ghalib@writtenmedicine.com

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: Our main service is a standalone web-based system and we can be an add-on via integration with any healthcare IT system.
• Cloud deployment model: Public cloud
• Service constraints: The web-based service is designed to work with modern browsers to ensure optimal functionality and security. We do not support older versions of web browsers including Internet Explorer 11 and earlier versions, as well as outdated versions of Google Chrome, Firefox, Opera, Safari, and Microsoft Edge.; ; Support is not offered to hardware configuration and printers.
• System requirements:
  • Any modern browser; Google Chrome, Microsoft Edge, Mozilla Firefox, Safari
  • Recommended browser requirements Google Chrome (latest version) https://www.google.com/chrome/
  • Minimum OS Requirements; Windows Vista, Mac OSX, Ubuntu 10
  • Whitelist domains https://writtenmedicine.co.uk/ & https://writtenmedicine.com/

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 2 business days (not including weekend and bank holidays).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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 A
• Web chat accessibility testing: We use a third party web chat and ticketing system that is tested with assistive technology users.
• Onsite support: Yes, at extra cost
• Support levels: We provide support via; ticketing, phone and email support, and included in the annual price. Support cases are prioritised as severity 1 to severity 5 ; (refer to support documentation) and is available to the Customer or third parties authorised by the Customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: On-site or virtual induction and training.; Online instructional videos.; ; The stand-alone platform utilises a Rapid Deployment Model for on-boarding users, a process that takes less than an hour. Account setup and training can happen remotely or in person.; There are training manuals and videos users are supplied.; For the integrated product WM works with the third-party system vendors and users to establish the integration and bespoke onboarding process.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can extract their data by downloading it in various formats such as PDF, CSV, Excel, and more. It is their responsibility for managing and safeguarding this data. Once the contract ends and the account is purged, the data becomes inaccessible through the platform.
• End-of-contract process: Customers are encouraged to export their data with the inbuilt tool. The online account becomes inaccessible there after. Data extract for the user is free.

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: Mobile service feature simpler, streamlined layouts for smaller screens with touch-based interfaces, emphasising essential functions. ; ; Desktop service offer robust features with complex layouts suited for larger screens and multitasking. They utilise both touchscreen or mouse and keyboard controls for precise interactions.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: Users can apply for an API key.; Users can only make changes to their patient and their data; Users can opt to use their own drug database (drug library); Users cannot make changes to translations; Users cannot make changes to their previous labels (auditing purposes)
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: New phrases, messages and languages can be added at a cost. Users can supple the content that needs to be added.

Scaling

• Independence of resources: Written Medicine uses Amazon Web Services to automatically scale based on demand and workload requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: System administrator can generate a report by searching date ranges, language or labels printed. The system can also send weekly or monthly usage updates showing similar statistics.
• Reporting types:
  • 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: 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 CSA CCM v3.0
  • 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: A third-party destruction service

Data importing and exporting

• Data export approach: User are able to extract and download their data as a PDF, CSV, Excel, etc
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Excel
• 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: WM aims for continuous availability of its service at least 99.99% (allowing for both planned and unplanned downtime) as measured by AWS. ; Updates containing new software features, enhancements and bug fixes to software are applied as required.; Planned maintenance is scheduled outside of UK business hours in times of low or no usage. ; Where Emergency Maintenance is necessary and is likely to affect the Service, WM will inform the affected parties as soon as possible.
• Approach to resilience: Written Medicine uses Amazon Web Services (AWS) EC2 instances to turn off certain versions of the service. By focusing on the service in development with intense testing, the current (safe) version still exists. After the new version is completed, the older version will be put on standby while the new version launches. After running for some time and no underlying issues detected, Written Medicine will save a copy of the version for internal purposes while a new EC2 instance will be used to further develop the solution.
• Outage reporting: The system is configured to send alerts should the service go down. A check is done every 5 minutes (300 seconds). Other methods of reporting are also direct emails to the Written Medicine team, WhatsApp, Third-party chat, and a direct phone number.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Written Medicine has one super-account (Super Admin) that controls access to the data within their accounts. Without this account then there is no potential to regain access. It is the Super Admin's responsibility to safeguard their data since their access decrypts patient data by their users.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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: Certified by EY CertifyPoint for AWS
• ISO/IEC 27001 accreditation date: November 18, 2010
• What the ISO/IEC 27001 doesn’t cover: Unless specifically excluded, all features of a services are in scope.; https://aws.amazon.com/compliance/iso-certified/
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: November 6, 2020
• CSA STAR certification level: Level 4: CSA C-STAR Assessment
• What the CSA STAR doesn’t cover: All features of the services are in scope.
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: To be done.
• Information security policies and processes: Written Medicine follows a 'data allergic' modus operandi wherein we avoid saving, keeping, storing or any Patient Identifying Data if possible. Where that is not possible, Written Medicine employs an encryption process using a Two-Factor authentication system. The data stored on WM's servers are not readable from outside the client's authorized user-base. If the client wishes for WM to access their data, they must explicitly give access to the WM team (at a per user level).

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: AWS EC2 system allows Written Medicine to clearly demarcate different versions of the software. WM is able to design new and improved features without the risk to the service or data. When the new system is completed and tested thoroughly, WM swaps the versions. The newer version will replace the old seamlessly. ; ; In the rare instance that any issues arise, WM can revert immediately to the previous stable version with no affect on performance or availability.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Penetration testing when changes to the login methodology are changed. Because of the Two-Factor authentication procedure, bypassing access to the WM database is meaningless since the data there will be unreadable without the decryption key that is authenticated during the login process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Vulnerabilities are identified through testing. Written Medicine currently has a stable, secure version live that has been thoroughly tested. When a change is needed, the new instance goes through rigorous testing before being deployed. If a vulnerability is discovered, WM can swap to a previous version immediately negating the newly discovered vulnerability.
• 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: Written Medicine stores incident reports in two ways. System reports are kept in logs stored on AWS natively. User reports are stored in an online servicing portal (Service Desk) where each issue is responded to individually.

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: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Written Medicine is committed to fighting climate change and reducing the burden of impact from the pharmaceutical industry.; Here’s how our multilingual and pictogram medication information supports this mission:; ; 1. Digitalisation and Reduced Paper Waste - By transitioning to digital formats, we minimise the need for printed materials, thereby reducing paper waste and the associated greenhouse gas emissions.; ; 2. Enhancing Medication Safety and Adherence - Our clear, accessible pictograms in multiple languages ensure patients understand how to correctly use their medications. This reduces wastage from improperly used prescriptions, keeping unused drugs out of landfills.; ; 3. Educational Outreach - We educate diverse communities on proper medication use, empowering them with the knowledge to support sustainable practices broadly, including environmental awareness.; ; 4. Influencing the Supply Chain - We leverage our influence over suppliers and partners to encourage the adoption of greener practices, promoting a shift toward sustainability in the pharmaceutical industry.; ; 5. Commitment to Net Zero Emissions - Our internal strategies are designed to reduce our carbon footprint, supporting our goal of net zero emissions.; ; Through these efforts, Written Medicine not only ensures responsible medication usage but also leads by example in environmental and social responsibility within the healthcare sector.

  Covid-19 recovery

  Our company supports global COVID-19 recovery by providing essential, multilingual, and pictogram-based medication information. This ensures that everyone, especially those most affected by the pandemic or in isolation, can manage their health safely and effectively. Our clear guidance on medication usage helps those with limited literacy or language skills.; ; We also boost economic recovery by creating jobs in health communication for translating and designing these resources, offering re-training opportunities for those displaced by the pandemic. Additionally, by improving health outcomes, we alleviate pressure on healthcare systems.; ; Our commitment extends to delivering this information online, promoting remote access and supporting safer, socially-distanced work environments. This approach not only meets immediate health and safety needs but also encourages sustainable practices for long-term recovery and resilience.

  Tackling economic inequality

  Written Medicine is committed to tackling economic inequality, particularly benefiting those facing language barriers and health disparities. Here’s how we make a difference:; ; 1. Enhancing Access to Healthcare Information - By offering medication details in multiple languages and pictograms, we ensure that non-native speakers and individuals with literacy challenges can understand how to manage their health effectively. This reduces healthcare inequalities among lower-income and linguistically diverse populations.; ; 2. Supporting the Language Services Industry - Our need for extensive translation and interpreting services creates and sustains jobs in this sector. This not only promotes growth within the language industry but also offers economic opportunities to translators and interpreters, often from diverse backgrounds.; ; 3. Training and Professional Development - We provide training programs for language service providers, enhancing their skills and career prospects. This investment helps raise their potential for higher earnings and job stability.; ; 4. Community Health and Economic Stability - Better health literacy leads to improved health outcomes, which can enhance economic stability for individuals and communities. Healthier individuals are more likely to participate actively in the economy.; ; Through these focused actions, Written Medicine not only improves health outcomes but also supports economic empowerment and professional growth in the communities we serve.

  Equal opportunity

  Written Medicine actively promotes equal opportunity by focusing on two key areas: reducing the disability employment gap and tackling workforce inequality.; ; Reducing the Disability Employment Gap:; ; Increasing Representation - We are committed to hiring more disabled individuals and ensuring our workplace is accessible and inclusive.; ; Skill Development - We provide training schemes for disabled employees to gain recognised qualifications, enhancing their career prospects.; ; Influencing Broader Change - We advocate for inclusivity and support for disabled individuals across our network of staff, suppliers, customers, and communities.; ; Tackling Workforce Inequality:; ; Addressing Inequality - We monitor and address inequalities in employment, skills, and pay within our workforce to ensure fairness.; ; Supporting Career Advancement - We offer skill development opportunities to help employees from disadvantaged or minority groups progress to higher-paid roles.; ; Combating Modern Slavery - We enforce strict measures to manage risks associated with modern slavery in our operations and supply chain.; ; Through these focused efforts, we strive to enhance diversity and inclusion within our company and the broader healthcare industry.

  Wellbeing

  Written Medicine, enhances wellbeing by focusing on the health of our workforce and fostering community integration.; ; Improving Health and Wellbeing:; ; Employee Health Programs - We implement health and wellness programs that support both the physical and mental health of our employees.; ; Broad Impact - We extend these health initiatives to our staff, suppliers, customers, and the broader community, promoting a culture of wellbeing throughout our network.; ; Improving Community Integration:; ; Collaborative Design - We engage with users and communities in designing our services, ensuring they meet diverse needs and enhance community cohesion.; ; Community Influence - Our efforts reach beyond direct interactions, encouraging our entire network to support strong, integrated communities.; ; Through these focused actions, we not only improve health outcomes but also contribute to stronger, more cohesive community environments.

Pricing

• Price: £20,000 a licence a year
• Discount for educational organisations: No
• Free trial available: No

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