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Solidsoft Reply Ltd

Electronic Controlled Drugs Register Solution - eCDR-Pro

eCDR-Pro, is designed for the NHS to replace paper-based registers, order books and reports that are used to comply with UK Controlled Drugs legislation. eCDR-Pro records every transaction digitally performed by staff in pharmacies, wards and theatres resulting in increased clinician productivity, improved governance and reduces the threat of diversion.

Features

  • Formulary Management & Ward Stock Controls
  • CD Order requisition – General, temporary (named Patient)
  • Patient’s Own CD Management
  • Illicit substance management
  • Inpatient & Outpatient Prescriptions
  • Returns & Disposals
  • Stock Checking
  • Compliance Audit Management
  • Inter-Pharmacy Stock Transfers
  • Reporting

Benefits

  • Improved CD Governance with Accurate Data
  • Increasing time to care with real-time information
  • Secure cloud technology made easy
  • Digital Signature automated rules

Pricing

£250 to £1,495 a unit a year

  • Free trial available

Service documents

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 I.quick@reply.eu. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

3 8 1 4 4 2 7 7 8 2 0 6 5 3 3

Contact

Solidsoft Reply Ltd Iain Quick
Telephone: +44 1256 375700
Email: I.quick@reply.eu

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
EPMA / EPR systems
Healthcare rostering systems
Robotic Dispensing Systems
Cloud deployment model
  • Public cloud
  • Hybrid cloud
Service constraints
There are no service constraints
System requirements
  • Cloud-based solution. No additional software required
  • Browser-based - supports all major modern browsers
  • Supports integration with Imprivata ConfirmID

User support

Email or online ticketing support
Email or online ticketing
Support response times
The response times are within 1 business hour. Service Desk (Core Hours) 9am – 5pm 5 days per week Monday to Friday (excluding English Public Holidays). Extended hours (e.g., 7am to 7pm) and Saturday cover can be provided. Response times outside of these hours is next 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
By default we provide support via email and web. Telephone support can be provided on request. Service Desk (Core Hours) 9am – 5pm 5 days per week, Monday to Friday (excluding English Public Holidays). Optional Out of Hours Support: 7am - 7pm 6 days per week, Monday to Saturday (excluding English Public Holidays). Optional Public Holiday Coverage: Should this option be chosen, Solidsoft Reply will provide 24-hour support for all English public holidays that fall within the term of the agreement. Optional 24 x 7 Managed Service: Should this option be chosen, Solidsoft Reply will provide 24-hour support for High/Medium/Low Priority Incidents as determined in the agreement.
Optional Technical Design Authority consultant can be offered within the terms of the Managed Service agreement. Managed Service Pricing is determined by the individual customer requirement based on the options detailed above.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide users with a user manual describing all the various workflows and features of eCDR-Pro. We also provide a series of training videos that walkthrough each workflow to guide the users. We also provide a quick-reference guide that can be used for the most typically used workflows to ensure staff can be efficient and legally safe when recording information on controlled drugs registers.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Our eCDR-Pro team can extract the required information at point of contract end.
End-of-contract process
ECDR-Pro is licensed on a per trust basis annually with discounts available for multi-year subscriptions. Subscription renewals are handled by our eCDR-Pro team. Before a license expires the trust is sent a number of reminders.

If the license expires without renewal, the trust can no longer access the eCDR-Pro application until a new license is purchased. There are no additional costs or constraints

Using the service

Web browser interface
Yes
Supported browsers
  • 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 differences in functionality
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
ECDR-Pro interface supports integration with other HL7 and FHIR systems
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
...
API
Yes
What users can and can't do using the API
ECDR-Pro includes an API module to provide an easy integration method with external applications. The APIs are HL7 / FHIR compliant typically RESTful using JSON. We only use TLS v1.2 or higher to ensure the integrity and protection of transmitted data. The API operations are of four types:

1. Authentication: implemented using the OAuth 2.0 protocol.
2. Management of patient information held and used in eCDR-Pro.
3. Management of controlled drugs dispensing.
4. Management of controlled drugs ordering.
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
There are over 40 workflows in eCDR-Pro and these can be customised to specific trust practices. Any customisations are performed by our team of engineers.

Scaling

Independence of resources
Dedicated deployment of resources specifically for the trust to avoid noisy neighbour or external influences to service demands

Analytics

Service usage metrics
No

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
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
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
ECDR-Pro provides a number of reports to allow users to extract all the data from the system.
Data export formats
  • CSV
  • Other
Other data export formats
  • Excel
  • SQL Tabular Data
Data import formats
Other

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
SLAs are negotiable. We can offer contractual SLAs on availability and performance metrics. If we fail to meet an SLA, we can provide service credits.
Approach to resilience
We use public cloud data centres provided by Microsoft. It is the responsibility of Microsoft, and central to their commercial interests, to ensure that they provide a high level of availability and resilience. Although Microsoft does not share the technical details of their approach publicly, they do provide their customers, on request, with recent audit reports for a number of compliance, quality and security schemes used in the governance of their platform and infrastructure. Microsoft runs its Azure platform across a large number of data centres in various geographical regions. We host eCDR-Pro using two UK regions (UK South and UK West). Each region has several physical data centres which are exploited by the PaaS platform as a single 'virtual' infrastructure to maximise availability and maintain service levels. Microsoft also exploits cross-regional data replication and recovery techniques.
Outage reporting
We communicate with end-users primarily by email. In the event of an outage, our help desk support team communicates with designated customer staff to inform them of the issue.

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
Management access is managed through a dedicated support and operations group. Access is only granted to designated members of staff on the basis of need, and staff are authorised only to the level required to fulfil their function. For example, support staff have the ability to view relevant data in the system to aid investigation, and can use tools to make certain simple changes in order to rectify problems.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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
NQA
ISO/IEC 27001 accreditation date
7/2/2020
What the ISO/IEC 27001 doesn’t cover
No exclusions
ISO 28000:2007 certification
No
CSA STAR certification
No
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
ISO/IEC 27001
Information security policies and processes
Our Information Security Management System comprises an Information Security Policy, Manual and Objectives, supported by Information Classification, Continuity, Data Protection, Access Control, Anti-Piracy , Acceptable Usage, Backup, Device Usage, BYOD, Cryptographic Controls, Information Exchange, Remote Working, Artificial Intelligence Usage, Leaving, USB Memory Sticks Usage, Network Monitoring, Portable Computer, Password, Remote Access and Mobile Computing, Secure Development and Malware Protection Policies. We maintain Supplier Security, Information Security Risks and Incidents management procedures.

The ISMS takes a risk-based approach. Information assets are defined and threats and vulnerabilities for these identified, together with the risk presented. This assessment is used to determine the treatment of the risk and the required controls are implemented (be they technical, physical, policy or training-based). Results are documented in Risk Register, reviewed at least annually.

Our reporting structure includes Information Security representation on the Leadership Team and a separate Security Manager. A Security Committee meets at least once a month. The Security Manager is supported in managing the ISMS by the four-strong Quality Management Team, which includes two certified ISO 27001 internal auditors. This team oversees compliance and training in the ISMS. Management reviews, full system internal and independent external audits are carried out annually.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our change and configuration management processes are based on ITIL. Our Change Manager holds twice-weekly Change Advisory Board meetings which includes the Security and ISMS Managers. We follow a defined risk assessment approach for changes which includes consideration of security impacts. Changes are recorded via the Freshservice IT Service Management platform. Configuration management of virtual infrastructure and platforms is performed (and tracked) using the Microsoft Azure Portal. Configuration management of application code, test cases, test plans, builds, releases and deployment pipelines is performed via the Microsoft Azure DevOps tool. Documentation versioning follows our procedure for document control.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Assessment of threats at a high level is made via the Asset Risk and Treatment Register, a key component of the Information Security Management System. Penetration testing is conducted annually. Microsoft patching is typically applied monthly in a staggered model to staging environments prior to deployment onto production. In addition we monitor Microsoft sites and other security sources directly and via email subscription for details of security vulnerabilities. The vulnerabilities are reviewed to assess their impact and criticality against our Patch Management Policy and to identify if accelerated deployment is necessary to the production environment.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Our operations team monitors the services against a wide range of parameters. Anomalous activities, which may indicate security or other issues, are identified through visual dashboards and alerting. Alerts automatically generate support incident tickets. Raised incidents are managed through our Incident Management or High Priority Incident Management processes, with an aligned procedure for Security Incident Management which includes statutory reporting, forensic considerations and other security-specific activities. We prioritise incidents on impact, urgency and response times, typically depending on the categorisation defined in customer Service Level Agreements. Data breaches are managed in accordance with internal procedures and regulations such as GDPR.
Incident management type
Supplier-defined controls
Incident management approach
Users report incidents via our Service Desk and/or ticketing system (part of our Freshservice IT Service Management System). Incidents are categorised according to severity and managed according to our Incident Management, Security Incident or High Priority Incident Management processes. The Operations Team maintain a knowledge management system, which includes details of responses to common incidents. Incidents that reveal underlying issues trigger our Problem Management process, which includes identification and recording of workarounds for Known Errors. Significant incidents are reported via periodic Service Management Reviews (at least monthly). Major incident reports may be prepared in some cases (contract and severity dependent).

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
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

We are committed to becoming carbon neutral by 2025 (including use of offsetting) and reaching net zero before 2050. We will be finalising our Carbon Reduction Plan in 2024, which will define the action plan to achieve this and will include our baseline scope 1, 2 and 3 emission calculations. The action plan will include measures to reduce our emissions and transition to renewable energy, as well as offsetting. We be providing policies, guidance and training to staff to promote development and operation of our cloud systems in a manner that minimises emissions (“GreenOps”). We will monitor our emissions and the progress of our initiatives and update our Carbon Reduction Plan annually.

The largest proportion of our emissions results from cloud usage and provision of cloud-based products and services. Our products and services are hosted in Microsoft data centres and are developed using Microsoft cloud technologies such as Azure DevOps and Office 365. Microsoft Azure has been carbon neutral since 2012. This has been achieved through a combination of renewable energy use, emissions reduction and offsetting. Microsoft has committed that its Azure platform will use 100% renewable energy by 2025, be carbon negative by 2030 and that it will remove its historical emissions by 2050. Microsoft also has initiatives to become water positive by 2030 (replenish more water than it consumes) and achieve net zero deforestation.

Covid-19 recovery

We have undertaken a number of initiatives which support vulnerable people and communities in their return to work after Covid-19 and help to reduce the burden on public services. Our cloud services also support buyers in meeting the requirements of the Covid-19 Social Value Model theme.

We operate a hybrid working model, allowing staff to work from home with the ability to work in our London office if needed. This allows us to support staff wishing to limit infectious contact. It has also allowed us to recruit throughout the UK, including less affluent areas of the country. Our “Optimise” guidelines promote hybrid working and have established a set of principles that ensure that staff can work flexibly and maintain their productivity, wellbeing, and mental health.

We support employee physical and mental wellbeing through several measures. We operate Employee Assistance Programmes, which provides employees and their families with 24/7 confidential access to counsellors specialising in work-and family-related mental health issues. We provide a range of wellbeing activities and opportunities, including reduced fee gym membership, regular wellbeing webinars and office-based exercise classes. We are committed to the six practices defined in the Mental Health at Work standard. Managers are provided access to training materials to assist them in discussing wellbeing and mental health with their teams.

As a cloud services provider, by definition we support organisations with remote working. Our cloud healthcare products have introduced proven efficiencies that reduce the burden on healthcare professionals. We have also delivered cloud systems that support the rollout of Covid-19 vaccines to Low- and Middle-Income Countries.

Tackling economic inequality

As a group, Reply embraces entrepreneurship and the support of small enterprises. Reply operates as a set of SME-style companies and understands the benefits that these organisations can bring. Reply has invested in several key technical innovation projects targeted at tackling economic inequality. Our research laboratories are working with partners to identify new and disruptive technologies in areas such as AI, VR, advanced mobility, robotics and electronic vehicles.

Reply Group runs several programmes aimed at innovation, training and improving access to careers for younger people and those from disadvantaged backgrounds. These include:

• We are partnered with upReach, a UK charity which aims to give access to higher level careers to candidates from less advantaged backgrounds.
• Student Tech Clash is an idea generation challenge aimed at students of UK and European universities
• Reply Challenges are extensive series of “challenges” aimed at promoting the culture of innovation, with a particular focus on younger generations.
• Reply Ambassador Programme is dedicated to university students who want to start working with Reply during their studies.
• The Code for Kids initiative teaches children across a broad range of schools how to program. Since 2015, more than 15,500 students have participated in the programme.

Our hybrid working model allows us to recruit throughout the UK, including less affluent areas of the country. Since moving to this model, we have recruited staff from Scotland, Manchester, Yorkshire and East Anglia as well as our original South-East England base.

We have a Supplier Code of Conduct and all our suppliers must comply in the areas of labour law and human rights, worker safety and environmental sustainability. We are certified to ISO 27001 and perform thorough security evaluations on our suppliers.

Equal opportunity

We are committed to promoting diversity, equality and inclusion and promoting a culture where we actively value difference. We recognise that people from different backgrounds and experiences bring valuable workplace insights and enhance the way we work. Making everyone feel equally involved and supported results in rewarding work experiences and fuels innovation. At a Group level, Reply monitors and reports on its diversity annually. We are committed to preventing modern slavery in our corporate activities and supply chains.

We make employment decisions based on merit, qualifications, and competence. Our hybrid working model supports staff who may not be able to regularly travel to a work place because of disabilities or long-term health conditions.

At a group level, Reply runs several programmes aimed at increasing opportunities for those from disadvantaged or minority groups. These include:

• The “Reply All - Uniquely Diverse” programme aims to create a community that gives space and visibility to diversity, inclusion and accessibility.
• Our “Women in Tech” group has been running since 2019 and has a strong voice within the organisation.
• We monitor equality levels and run coaching and sponsorship programmes to improve this.
• In 2023, panels on women and the LGBTQIA+ community involved more than 822 Reply employees (+150% from the previous year) from 10 countries and 41 different cities.
• We are partnered with upReach, a UK charity which aims to give access to higher level careers to candidates from less advantaged backgrounds.
• The Code for Kids initiative teaches children across a broad range of schools how to program. Since 2015, more than 15,500 students have participated in the programme.

Wellbeing

As a responsible employer, the physical and mental wellbeing of our staff is fundamental to ensuring that they are as effective as possible. We support employee physical and mental wellbeing through several measures. We operate Employee Assistance Programmes, which provides employees and their families with 24/7 confidential access to counsellors specialising in work-and family-related mental health issues. We provide a range of wellbeing activities and opportunities, including reduced fee gym membership, regular wellbeing webinars and office-based yoga and fitness classes. We are committed to the six practices defined in the Mental Health at Work standard. Managers are provided access to training materials to assist them in discussing wellbeing and mental health with their teams.

We operate a hybrid working model, allowing staff to work from home with the ability to work in our London office if needed. This allows us to provide a better work-life balance to our staff, particularly those with young family commitments. Our “Optimise” guidelines promote hybrid working and have established a set of principles that ensure that staff can work flexibly and maintain their productivity, wellbeing, and mental health.

Pricing

Price
£250 to £1,495 a unit a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Fully functional standalone version of the eCDR-Pro solution. This will be limited to a time period of 4 weeks and the data will be deleted after the trial.

Service documents

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 I.quick@reply.eu. Tell them what format you need. It will help if you say what assistive technology you use.