MEDIHIVE UK LIMITED

HasHealth - Scheduling and Management Platform

A scalable digital platform that optimises healthcare providers' workflows and releases time efficiencies across pharmacy services, with extensive experience in booking and scheduling systems at scale, two-way integrated video consultation and messaging, and capturing configurable consent and pre-screening triage across the UK and Europe.

Features

• Automate and manage appointments for pharmacy and NHS
• Patient-driven appointment self-management with automated capacity management and scheduling
• Rapid deployment time and processes, enabling growth of services
• Built to HL7 and FHIR standards for interoperability
• Configurable digital assessments as part of custom-designed workflows
• Workflow and process optimisation for pharmacy patient flow
• Customisable API for reporting metrics, analytic tools, audit history
• Third-party integration into additional systems with SSO/IAM
• Live reporting dashboard across multiple services
• Software-as-a-Service (Saas) delivery model

Benefits

• 100% increase in clinical service delivery vs. prior year with
• Save up to 20 hours of staff time weekly
• Facilitate a 6x increase in new service launches within 5-months
• Enabled customer retention through data-driven insights
• 4x increase in new service uptake post-campaign with marketing insights
• 80%-90% pharmacy waiting list to appointment conversion
• Flexible commercial model, economies of scale and cost effectiveness
• White-labelled platform in collaboration with partners
• Customisable and open APIs to integrate with wider IT systems
• Multi-language and localisation available to support service growth and scale

£60 a unit 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 jack.willsonpatel@medihive.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

397927433574022

Contact

Jack Willson-Patel
+44(0)7772564484
jack.willsonpatel@medihive.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None.
• System requirements: Up-to-date browser (e.g., Chrome, Safari, Edge, Firefox)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Monday-Friday 8am-6pm (GMT)
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Users have access to HasHealth's service desk by phone, email, and by service request option for technical support requests. Each request that comes through will be prioritised in-line with P1-P4 levels defined in the agreed service level agreement (SLA).; ; Customers also have a dedicated Account Manager and Customer Success Specialist, to lead on implementation, but also to support with ongoing service development, pathway optimisation, and continuous improvement.; ; For more details technical or clinical support requests, the Account Manager or Customer Success Specialist will escalate internally to the Chief Technology Officer or Chief Product Officer as appropriate. Medihive are committed to providing excellent levels of support in partnership with our customers.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Onboarding is based on 4 stages:; ; 1. Product Configuration: supporting users while tailoring our product to their exact needs, ensuring optimal functionality and product understanding through collaborative customisation session; ; 2. Training Structure & Requirements: supporting users while designing a comprehensive training program tailored to their team's unique learning styles and schedules, supplemented by ongoing support resources post-training to empower teams for success; ; 3. Project Launch & Execution: facilitating a smooth transition from testing to full-scale deployment through meticulous planning and coordination, with rapid response protocols in place to address any unexpected issues promptly with their team, ensuring a successful launch; ; 4. Performance & Control: offering tailored performance reviews and advanced support services for select clients, providing personalised consultations and in-depth analysis to optimise system usage and maximise success using the platform, while ensuring all clients have access to basic performance metrics and support channels.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Medihive can provide an extract of data in CSV format at the end of contract. Exact requirements would be subject to further discussion and agreement prior to the extract being provided.
• End-of-contract process: At the end of the contract, a clear demobilisation plan will be agreed, ensuring the following: ; ; - safe continuity of service for patients; - clear communication plans have been agreed; - agreed final plan for data extraction has been agreed; - plans for confirmation of process throughout the demobilisation; ; This process is typically a 3-month period once agreed.

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: The desktop version is accessed via a web browser. There are also native mobile apps for iOS and Android devices that support extra features such as push notifications and secure bio-metric authentication. ; ; Configurability is subject to further discussions and agreement during the design and implementation process.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: This RESTful API provides endpoints that enable clients to efficiently schedule and book both online and offline services within the HasHealth system. It allows for the retrieval of detailed service information and supports the submission of necessary data to finalise bookings, effectively streamlining the scheduling process for a comprehensive range of healthcare services
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The level and extent of customisation of API depends on the requirements of the service. This is subject to further discussion and agreement during the scoping phase of implementation.

Scaling

• Independence of resources: Medihive's platform has automated and continuous monitoring functionality in place as part of it's established and certified ISMS (Information Security Management System, ISO27001).

Analytics

• Service usage metrics: Yes
• Metrics types: Parameters can be configured depending on the service agreement and definition. This would be agreed on implementation.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: 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: ‘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
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: HasHealth's platform can provide an export functionality for users to export required information from the platform (roles-based access controls in-place). Additional exports can be requested via support channels.
• Data export formats:
  • CSV
  • Other
• Other data export formats: API
• Data import formats:
  • CSV
  • Other
• Other data import formats: API

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Not less than 99% in each calendar month.
• Approach to resilience: AppSignal and UpTimeRobot are used to monitor performance and/or uptime.
• Outage reporting: HasHealth/Webdoctor would report any outages via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Roles-based access controls (RBAC) is in-place for access to systems hosting customer data, and is limited to specific members of the Medihive/Webdoctor team with specific use-cases and login credentials.; ; Access to the hosting provider network is through a VPN and jump server with audit controls and logging in-place.
• 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 contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NSAI - National Standards Authority of Ireland
• ISO/IEC 27001 accreditation date: 30 May 2022
• What the ISO/IEC 27001 doesn’t cover: The certification scope is: The Head Office of Medihive UK and the Medihive platform provided to Medihive’s clients worldwide. All services offered are covered by the our ISO/IEC 27001 certification
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: Class 1b Medical Device Certification

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: Webdoctor maintains an Information Security Incident Management Policy and follows this documented incident response policy, which includes data breach notifications to the Data Controller and Responsible bodies as required, where a breach is known or reasonably suspected to affect Customer Personal Data.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes are handled in line with our Change Management Policy and in compliance with and ISO 27001 standards
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management approach ensures that all system components and software are safeguarded against known vulnerabilities through the timely application of security patches provided by vendors.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our protective monitoring approach is handled entirely internally, ensuring comprehensive oversight and control over security operations. We employ advanced monitoring tools and techniques to continuously observe system activities and detect potential security threats.
• Incident management type: Supplier-defined controls
• Incident management approach: Our incident management approach is aligned with ISO/IEC 27001 standards, aiming to ensure prompt and consistent handling of information security incidents. This approach helps minimise potential harm to individuals and the organisation while reducing the risk of future security breaches. By adhering to ISO 27001, our policy underscores our commitment to maintaining high security and integrity standards across all operations, facilitating swift response actions and effective resolutions to safeguard our stakeholders and company assets.

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

  Medihive aims to support its partner organisations with net-zero and carbon reduction initiatives, as part of wider environmental policies.; ; We maintain an iterative approach to our own sustainability policies, including our carbon reduction plan (CRP) in-line with PPN 06/21. ; ; We also work with partner organisations, including Enterprise Ireland, to foster meaningful conversations with organisations further along their journey, learning from their experiences and sharing best practices. This has led to us exploring ways to gain Sustainability Grants in the future as we continue to progress. ; ; Our goal is to enable partnership organisations to bolster and support their own supply chain, by working with recognised and accountable organisations such as Medihive.

  Covid-19 recovery

  As a digital healthcare solutions provider, we work with diverse organisations across the healthcare continuum. We adapt swiftly to emerging trends and new working conditions, ensuring our partners have the most effective, up-to-date tools and methods needed for their specific contexts. ; ; For example, we rapidly rolled out ‘HasHealth’ (our pharmacy management system) during the COVID-19 pandemic specifically to support pharmacies to deliver vaccinations, enabling them to continue to support national vaccination programmes.; ; With new ways of working across healthcare organisations becoming increasingly common post-COVID-19, we can provide adaptable solutions that support with evolving business and clinical requirements. This includes developing new operational strategies and supporting those worst affected, such as individuals who are shielding or businesses needing to shift their service delivery models.; ; Understanding the increased demand on health and care services, Medihive focuses on improving the physical and mental health of those affected by COVID-19. Our solutions aim to reduce healthcare burdens by integrating mental health support and promoting overall well-being.; ; We are committed to enhancing workplace safety and efficiency through innovative solutions that support remote working capabilities, and sustainable travel options. ; ; We are a remote-first organisation, in which all team members undergo a health and safety check as part of their onboarding. These efforts help support businesses to continue their operations safely and sustainably during and after the pandemic.

  Tackling economic inequality

  Medihive UK is dedicated to reducing economic inequality through inclusive employment practices and community investment. We actively support the UK government's Levelling Up agenda by creating high-quality jobs across regions, offering apprenticeships and training programs to enhance skills development. Our procurement practices prioritise local suppliers, fostering economic growth within underserved communities. In partnership with our customers, we aim to drive initiatives that promote financial stability and access to opportunities for all.

  Equal opportunity

  Medihive UK champions equal opportunity, striving to create a diverse and inclusive workplace that reflects the communities we serve. We adhere to the Equality Act 2010, implementing policies that prevent discrimination and promote equality in hiring, career advancement, and access to services. ; ; We aim to be a responsible and responsive SME that operates in partnership with public organisations. This includes using our multidisciplinary team(s) and longstanding history of delivering successful partnerships aligned to small, medium, and longer-term goals. We apply the following core principles in our approach:; -- Continuous Improvement and Iterative Learning; -- Patient First; -- Lived Experience; -- Trust and Integrity; -- Urgency to Scale; -- Sustainable ; We appreciate that across the healthcare continuum there are a multitude of existing suppliers and organisations working in parallel with each other, and we are committed to facilitating practical discussions on how to further integrate services across the supply chain rather than create issues. ; ; We are committed to supporting our partners in the face of evolving challenges. For example, in changing governance demands or cyber security threats, we will by default ensure that our practices and certifications are maintained to the highest standards, but that we also play a key supporting role in our partners navigating these challenges and requirements. ; ; As we look to develop our partnerships across different disciplines, this includes maintaining our current certifications (e.g., ISO27001) but also continuing to develop new processes and certifications to foster relationships and ensure we are aligned with various regulatory requirements (e.g., Cyber Essentials Plus, NHS DTAC).

  Wellbeing

  At Medihive UK, we recognise the importance of wellbeing for our employees, customers, and the communities we serve. Our wellbeing initiatives focus on promoting physical and mental health, supporting work-life balance, and creating a supportive work environment. ; ; We offer health and wellness programs, flexible working arrangements, and resources for mental health support. In partnership with our customers, we are committed to integrating wellbeing into our services, ensuring that our efforts contribute positively to the health and happiness of individuals and communities alike.; ; Additionally, we aim to:; ; Collaborate with both professional end users (clinical and non-clinical) and patient groups as we strive for continuous improvement across both our internal business developments, and also the services that we survive.; ; Align with local, regional, and national initiatives in partnership to support with cohesive efforts and standardisation of our processes and service delivery across the healthcare continuum. ; ; Aim to reduce variation in practice across healthcare professional groups with the goal of supporting services in delivering connected care across patient journeys. ; ; Continue to develop and build out our Corporate and Social Responsibility (CSR) plan and activities, including working with different partner charities.; ; Current charitable partners include: ; ; The Jack & Jill Foundation provides home nursing support for children with life limiting illness. We have raised over €8,000 doing various charity initiatives including a cross company virtual walking challenge and a team abseil. ; ; We regularly send our staff gifts from Concern who work with 25 of the world’s poorest countries, helping people to achieve major and long-lasting improvements in their lives. ; ; We have partnered with Wolfgang Reforesters and planted 24 trees for our team as motivational prizes. Our team receive e-certificates with a GPS of where the tree is located and can attend team tree planting days out.

Pricing

• Price: £60 a unit 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 jack.willsonpatel@medihive.com. Tell them what format you need. It will help if you say what assistive technology you use.