Luscii Healthtech B.V.

Luscii: System-wide Remote Patient Monitoring and Condition Management Platform

System-wide remote patient monitoring platform for long or short-term conditions via Virtual Wards, Community, Primary Care and Selfcare models. Patients submit vital sign readings, symptom questionnaire responses and information to their care team via an app. A clinical dashboard displays trends, threshold alerts and patient communication via videocall and messaging.

Features

• Measure patients vitals and symptoms whilst they are at home
• Automatic alerts provide a warning if the condition deteriorates
• Contact patients when needed via chat or video calling
• Deliver digital coaching, education and self management tools
• Open: simple APIs based on international standards enable EHR integrations
• Modular and flexible platform adapts to local clinical pathways
• Full implementation support including care pathway optimisation
• Remote management and help desk support for patients/clinicians
• Full regulatory compliance
• Intuitive dashboards for management information and reporting including data exports

Benefits

• Save time: help more patients without needing more clinicians
• Save money: reduce unplanned and unnecessary admissions and appointments
• Enable patient independence with remote care management
• Improve the care experience for health care professionals and patients
• Increase patient satisfaction and patient wellbeing
• Standard care pathways available such as COPD, CHF and diabetes
• Create your own custom care pathways if required
• Choose your own measurement data, questionnaires and connected devices
• Create combination alerts and automated processing and responses
• Adjust alert thresholds per patient or per condition

£1,500 a licence a month

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

Framework

G-Cloud 14

Service ID

386155997669603

Contact

Chris Malone
07966886673
uk@luscii.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: Luscii Remote Patient Monitoring is designed to be used as a stand alone system or as a system integrated with local electronic healthcare record (EHR) systems and clinical work flow systems.
• Cloud deployment model: Public cloud
• Service constraints: Patients access the service via either an Android or iOS device (phone or tablet). Our policy is to always support the current and previous versions of each operating system. Clinicians access the service via a secured website that is supported by all modern web browsers (web based clinical access) or through an EHR integration that can be implemented. To initiate a video call to a patient the clinician must use an iOS device.
• System requirements:
  • Patients require an Android or iOS phone or tablet
  • Clinicians internet access is via chrome, firefox or IE11 browser
  • Clinicians can also access via iOS for video calling
  • Current and previous version of operating systems supported

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times are normally within one working hour.
• User can manage status and priority of support tickets: No
• 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: None or don’t know
• How the web chat support is accessible: Web chat is available to clinicians and patients. This is a simple text only service and does not override the users' individual display attributes (such as contrast) or assistive technology products.
• Web chat accessibility testing: None.
• Onsite support: No
• Support levels: Luscii offers one standard support level for all customers via our central support desk. All customers also have an account manager. Should any issues occur the account manager, support desk team and technical and back office teams all work together to resolve issues and keep the customer informed.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Luscii's service has been carefully designed to be simple, easy and intuitive to use for both patients and clinicians so training requirements are minimal. We work with new customers through a tailored implementation journey. This includes working together to design the most appropriate solution, creating that solution, then training the customer via a combination of onsite and remote training and the provision of a user guide. We also work with the customer to create an explanation leaflet for new patients.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The patient data is shared with the healthcare organisation as part of the service delivery. The healthcare organisation, as data controller, specifies the terms of service to their patients. A patient gives consent to these terms and the privacy statement upon onboarding. Organisations can integrate Luscii with their local EHR system through Luscii's API / webhook integrations based on the FHIR standards. If there is no integration the data is available for download by the organisation admin.
• End-of-contract process: If a customer chooses not to renew a contract the process of cancelling the users or migrating to another supplier is entirely within their control. Removing patients from the service when their either recover, move away from the area or, sadly, pass away is a common occurrence so the customer will be familiar with the process from day 1. The customer has all the data available for download and can move this data if required. Luscii will always be fully supportive in this process, helping the patients and healthcare professionals alike in the process. There are no additional costs associated with this process.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Patients access the service via a mobile device (iOS or Android, phone or tablet). Clinicians can access via an iOS app or via the desktop web service. For a clinician to initiate a video call to a patient they need to use the iOS app.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: For patients the service interface is an app on either an iOS or and Android device.; For clinicians the service interface is either a web based interface or an iOS app.
• Accessibility standards: None or don’t know
• Description of accessibility: Luscii cares deeply about accessibility. It is one of the reasons that we have focused all our attention on native apps for patients instead of a less accessible webapp. We implement Android's and iOS's defaults when it comes to accessibility, which are typically much higher standards. Since we do not offer a webapp for patient the WCAG as such is not applicable to us.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Luscii maintains a full suite of APIs to support EHR integrations. We also follow a process of continual improvement to these APIs. Up to date documentation is always available at this web address: https://www.notion.so/luscii/Integrations-c03cfd40608743e9a70fca90647dc168
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Luscii service has been designed to be extremely flexible, enabling it to adapt to local needs, whether this be a virtual ward, community care pathway or PIFU model. This can range from varying measurement schedules and alert thresholds on a per patient basis right up to creating an entirely new digitally enabled care pathway. All of the individual patient customisation can be completed by healthcare professionals within the customer organisation. For more complex customisations, such as the creation of a new care pathway, Luscii's implementation experts will work together with the customer to design the solution which will then be created by Luscii's technical team.

Scaling

• Independence of resources: Our servers are rapidly scalable and redundant and we always maintain sufficient excess capacity to cope with any spike in demand. During the peak of the corona virus crisis we experienced several days in which 10,000 new patients self on boarded to the service. Even during those exceptional peak events we only ever reached 15% of available capacity. This is reflected in our availability figures which exceeded 99.99% in both 2022 and 2023.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are aligned to the service delivered to a particular customer. Measurements include:; Number of patients in active monitoring, number on and off boarded in the period, number of patient measurements provided and number of red alerts within those measurements, number of video calls made to patients and average length of those calls, percentage of patient measurements completed at the time requested by the healthcare professional.
• Reporting types:
  • Real-time dashboards
  • Regular reports

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:
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data is stored on Amazon AWS databases located in Germany. Storage on these servers is encrypted to protect data at rest. The databases make use of redundancy to ensure availability and are automatically backed up. Each day a full snapshot is backed up and each 5 minutes a transaction log, meaning at most 5 minutes of data is lost after a catastrophic event.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Healthcare organisations can make the Luscii data available in their EHR and also download all data from their admin role. Patients can view their data at any time within the app.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • FHIR
  • JSON
• Data import formats: Other
• Other data import formats: FHIR

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 Luscii service is not designed to provide urgent or critical care. Luscii therefore guarantees an appropriate uptime of 99,9%. In reality we significantly outperform this level, across 2022 and 2023 our availability was > 99.99%.
• Approach to resilience: Data is stored on Amazon AWS databases located in Germany. The databases make use of redundancy to ensure availability and are automatically backed up. Each day a full snapshot is backed up and each 5 minutes a transaction log, meaning at most 5 minutes of data is lost after a catastrophic event.
• Outage reporting: Communication methods are agreed on a per customer basis and are either via the account manager or the service desk.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Other
• Other user authentication: Account access is protected with multi-factor authentication by sending a login token to the user’s email address.
• Access restrictions in management interfaces and support channels: Luscii uses role-based access control to ensure that access is limited to those with appropriate authorization. The Luscii support team can see data from all organizations. Whenever a user reads or writes patient data, an audit log entry is written. Account access is protected with multi-factor authentication by sending a login token to the user’s email address.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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 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: LRQA Limited
• ISO/IEC 27001 accreditation date: 05/10/2022
• What the ISO/IEC 27001 doesn’t cover: Nothing. The ISO certification covers the entirety of our Remote Patient Monitoring service.
• 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:
  • NEN7510
  • Data Security and Protection Toolkit (DSPT)
  • DCB0129
  • DTAC

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: Luscii is ISO 27001 certified and passed the Cyber Essentials assessment successfully in May 2023. An audit is performed twice a year by an external consultant to ensure policies and processes are well implemented and followed.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and changes follow our regular (software) development process. Any change requests are prioritized by a Product Owner, refined as a group including security considerations, implemented by a Developer, reviewed by another Developer, and tested by a Tester on an acceptance environment, before being released.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We assess potential threats via third-party vulnerability scans, audits and pen tests. We get security advisories and recent security news from the Dutch cyber security centre (ncsc.nl). Patches are applied weekly.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We monitor diverse metrics including hardware resource utilization (CPU, Memory, Disk, Network etc.), business-level metrics, logging trends (warnings, errors). A potential compromise is followed up as a security incident, described below. Incidents are followed up without delay.
• Incident management type: Supplier-defined controls
• Incident management approach: For technical issues, a ticket is logged in HubSpot with the label security and the appropriate roles are assigned to solve it. For non-technical issues the compliance team is contacted by HubSpot and a ticket is raised. All incidents are registered and investigated according to a specific process, and are then discussed by the compliance team to see if any actions should be taken to avoid the incident repeating in future.

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

  NHS England has committed to Net Zero carbon targets, and Luscii is aligned with supporting the NHS in attaining these objectives. Luscii has committed to achieving Net Zero emissions by 2040 for emissions scopes 1 and 2, as ratified by the Board of Directors on 23-01-2024. To achieve this commitment, Luscii is working on building a Carbon Reduction Plan which will outline how we will achieve net zero emissions for Scope 1, Scope 2 and a subset of Scope 3 emissions.; ; Luscii has already embarked on several initiatives to mitigate its environmental impact. Through remote monitoring of patients, we curtail the necessity for hospital visits, thus alleviating the environmental impact associated with avoidable in-person appointments. Furthermore, as a fully remote company, Luscii has reduced its emissions linked to commuting and office maintenance. Our digital-first approach prioritises online work, reducing the need for travel except when necessary. When we do travel, we strive to travel as sustainably as possible.; ; Recognising the environmental implications of our data centres, we've designated a role to explore strategies for reducing server space usage. Furthermore, we've established internal and external initiatives aimed at fostering green behaviour among our staff and partners, such as our month-long veggie challenge.; ; However, there's still more ground to cover. Our upcoming Carbon Reduction Plan will further detail the steps we will take to achieve net zero emissions, for which we will increasingly work with our supply chain to deliver environmental benefits. This plan underscores our commitment to continuous improvement and accountability as we drive toward a greener, more sustainable healthcare system.

  Covid-19 recovery

  During the COVID-19 pandemic, Luscii embarked on a transformative journey: for the company’s mission and focus, our staff, and the communities we serve.; ; As a company, within weeks of COVID-19 being declared a global pandemic, we set up a range of COVID-19 programmes which helped hospitals manage the influx of patients with COVID-19, supported earlier discharge of these patients and supported people at home to check their symptoms and manage their disease. Our work on COVID-19 programmes continues to this day, as we support a variety of COVID-19 virtual wards and also with a Covid@home service that aids local communities in recovery efforts. ; ; Luscii also undertook a number of changes to cater to the changing and diverse needs of our workforce. First, Luscii transitioned into a remote-first company. Whilst we were not physically together, we prioritised virtual gatherings to combat isolation and foster a sense of connection: continuing with monthly meetups online as well as other community-led social initiatives. We further supported our staff to stay safe during the pandemic by providing a budget, which individuals could spend on items or services that would help them stay healthy and safe at home, such as support with food, childcare or cleaning. Our workforce is also supported by a robust sickness policy that supports any employees facing short or long-term illness. Our Working Condition Service includes consultations with company doctors to devise personalised advice for the sick leave as well as reintegration plans and exploration of opportunities for retraining if necessary, ensuring that individuals receive the support they need for up to two years.; ; Luscii stands ready to play a pivotal role in supporting local communities as they navigate the aftermath of COVID-19. Through proactive measures, tailored support, and community-centric initiatives, we're committed to facilitating a robust recovery for all.

  Tackling economic inequality

  Luscii is committed to tackling economic inequality by fostering new businesses, creating job opportunities, and nurturing new skills within our workforce and supply chain ecosystem. Our approach revolves around fostering diverse partnerships to ensure resilience and empowering individuals to drive innovation and growth.; ; We collaborate with a wide spectrum of organisations, ranging from large enterprises like Omron to start-ups and scale-ups such as Happitech and AliveCor. These partnerships are not just transactional; they are strategic alliances aimed at mutual growth and business creation. In line with our focus on innovation, partnerships with companies like AliveCor and Happitech enable the integration of cutting-edge technologies into our platform, enhancing efficiency and reducing healthcare costs. By leveraging external expertise and technologies, we prioritise scalability and future-proofing in our product development endeavours.; ; Luscii works within an agile structure, aiding the development and adoption of innovative technologies and methods which can increase the impact of our product for the NHS. Our product roadmap reflects our dedication to driving efficiencies and productivity enhancements for healthcare professionals. Features such as care networks, sub-protocols, and interoperability underscore our commitment to scalability and innovation.; ; Internally, our unique holacracy structure and founder mentality cultivate an environment conducive to entrepreneurship. Employees are empowered to take ownership of their ideas and initiatives, fostering a culture of innovation and intrapreneurship. Moreover, our commitment to career development is evident through initiatives such as the Personal Development team, which offers coaching and personal budget for all employees to spend as they choose, and facilitates various initiatives to maintain employees’ mental and physical wellbeing.; ; Through strategic partnerships, internal empowerment initiatives, and continuous product innovation, Luscii is at the forefront of fostering economic growth, job creation, and skills development in our communities and supply chain network.

  Equal opportunity

  We recognise the importance of reducing the disability employment gap and fostering an inclusive and supportive workplace, for all individuals.; ; Our remote-first policy ensures employment opportunities are accessible regardless of geographical location, thus providing equitable access to job opportunities, including in deprived areas. Remote working also offers inclusive working conditions for individuals with varying needs. Luscii provides funding for home desk set-up, reasonable adjustments and coworking spaces.; ; Luscii is committed to supporting people entering the tech workforce, a high growth sector. We offer internships to provide valuable work experience. The Personal Development team is dedicated to supporting in-work progression. By providing all employees with a personal budget, individuals are empowered to undertake training opportunities they deem necessary, and internal coaches can support them in making this decision, allowing for the development of new skills and addressing potential barriers to employment.; ; We ensure our workforce is inclusive, celebrating diversity in the team. With 15+ nationalities represented across Luscii.; ; In terms of workforce equality, clear matrices for personal development and compensation are in place to ensure equal opportunities and guard against bias (unconscious or otherwise), ensuring that we do not perpetuate a gender pay gap or a pay gap discriminating against other protected characteristics. To support an inclusive and fair hiring process, our hirers take part in external training, which includes training on diversity and inclusion in recruitment and conducting impactful interviews. Our HR function is also subject to external review, which concluded that Luscii is an inclusive workplace.; ; Luscii’s patient-facing app and clinical dashboard conform to accessibility standards and are subject to extensive user testing, ensuring that our solution is accessible and caters to a wide variety of needs.; ; Through proactive measures, inclusive policies, and personalised support, we strive to reduce the disability employment gap and foster a truly equitable workplace.

  Wellbeing

  We recognise the importance of investing in the physical and mental health of our contract workforce and fostering community integration to enhance overall wellbeing.; ; As a digital health company, health and digital literacy are important concerns when implementing remote monitoring and we strive to create inclusive and accessible services. This involves working with local community initiatives, in particular VCSEs, to support digital inclusion, providing support and training for patients. Moreover, our remote monitoring programmes are co-designed with a range of stakeholders, including a range of local healthcare professionals as well as VCSE representatives. Feedback is gathered from both patients and healthcare professionals to inform continuous service improvement. Thus Luscii supports the development of strong integrated communities.; ; Luscii’s Personal Development team, and the concomitant provision of a personal budget for all Luscii employees, exemplifies our investment in health and wellbeing, as does our 4-day work week. We signpost and fund opportunities for mental health support, ensuring that our workforce has access to resources and assistance when needed. This empowers individuals to prioritise and take steps towards improving their health and wellbeing. Our 6-monthly staff survey shows 93% employee engagement, a summary measure which reflects employee’s pride and enthusiasm for working at Luscii, as well as low absenteeism and turnover rates. Our workforce is also supported by a budget for their home-working setup, including reasonable adjustments to support individuals with long-term health conditions or disabilities.; ; By investing in the health and wellbeing of our workforce as well as collaborating with the local stakeholders to strengthen communities in the delivery of our NHS contracts, Luscii demonstrates its dedication to furthering wellbeing and community integration. Through inclusive practices, personalised support, and community partnerships, we strive to create an environment where everyone can thrive and lead fulfilling lives.

Pricing

• Price: £1,500 a licence a month
• 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 uk@luscii.com. Tell them what format you need. It will help if you say what assistive technology you use.