VITALHUB UK LIMITED

Induction Attend Anywhere

The Attend Anywhere model helps achieve the benefits of mainstream video call access to established health and other public and private sector providers.

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

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

Framework

G-Cloud 15

Service ID

375963322945342

Contact

Mr. Colin Garrod
+442045833142
operationsuk@vitalhub.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: No

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: Yes
• Support response times: 95% within 1 Business Day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: 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 troubleshootin> 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.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• 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: WCAG 2.2 AA
• 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: WCAG 2.2 AA
• Accessibility testing: Attend Anywher undergoes regular accessibility testing, including independent external assessments, to ensure it can be used effectively by people relying on assistive technologies. This includes testing against WCAG 2.1 AA standards, with formal audits carried out by the Royal National Institute of Blind People (RNIB) covering both patient and clinician journeys.; Testing has focused on compatibility with screen readers, keyboard navigation, browser‑based accessibility tools, closed captioning, text‑to‑speech, and speech‑to‑text functionality. Feedback from these assessments, alongside real‑world use within NHS organisations such as NHS Scotland, has been used to inform ongoing improvements to usability and accessibility.; Accessibility testing is treated as a continuous process, with findings reviewed and prioritised within the product roadmap to ensure the service remains inclusive and usable for all patients and staff.
• 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: > 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
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Database level encryption.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

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
  • ODF
  • Other
• Other data import formats:
  • Manually entered text
  • 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)
  • Other
• Other protection within supplier network: Whitelisted IP addresses and authenticated connections.

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 scalable 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:
  • Multi-Factor Authentication (MFA)
  • 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

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: Cyber essentials ; Cyber essentials plus ; NHS Digital Data Security and Protection Toolkit ; NHS DTAC
• 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.
• Software Security Code of Practice: Yes

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: Daily vulnerability feeds from security and application vendors are reviewed by the information security team. All critical/high risk vulnerabilities are review and escalated immediately. Software vulnerabilities are identified and addressed within the development cycle before release. Automated system vulnerability scans are run monthly, reviewed to identity the vulnerabilities. All vulnerabilities are risk ranked and remediated and rescanned to confirm that the issues are resolved. Automatic patching continuously applies updates to systems components for newly discovered vulnerabilities. Annual penetration tests are carried out by approved 3rd party partners, who are CREST accredited, to confirm that the vulnerbiity management process is effective.
• 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 including:; > 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.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bristish Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 30 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Wednesday 30 July 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 6a42672e-b586-48b2-b6c9-f1f6c81c8129
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 42ba2f56-2d16-4cb1-925a-0d87644122b9
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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