VITALHUB UK LIMITED

Novari

The Novari Access to Care Platform is a cloud based suite designed to streamline patient access by replacing paper based and manual processes with integrated, electronic workflows. It supports organisations in improving wait time visibility, standardizing referral pathways, coordinating care, and enhancing efficiency across numerous clinical and administrative services.

Features

• Real-time tracking ensures timely patient scheduling and prioritization.
• Paperless booking requests streamline operations and reduce administrative burden.
• Configurable processes adapt to diverse clinical and administrative needs.
• Centralized referral intake improves coordination across healthcare networks.
• Automated assessments reduce unnecessary tests and cancellations, enhancing safety.
• Actionable insights identify bottlenecks and optimize resource utilization effectively.
• Distributes referrals based on wait times and patient location.
• Enables transparent communication among clinical teams and scheduling offices.
• AI-driven analytics support compliance and continuous operational improvement.
• Interoperable with EHR, EMR, and eReferral systems via standards.

Benefits

• Shortens patient queues by optimizing scheduling and resource allocation.
• Streamlines workflows, reducing administrative burden and operational delays.
• Minimizes last-minute cancellations through pre-operative screening protocols.
• Maximizes operating theatre and provider capacity across healthcare networks.
• Load balancing ensures patients see next available provider.
• Secure messaging eliminates phone tag and email overload issues.
• Provides actionable insights for compliance and performance improvement.
• Mandatory data sets prevent delays from incomplete or inaccurate referrals.
• Supports single hospitals, trusts, or entire integrated care systems.
• Integrates with EHR, EMR, and eReferral systems for efficiency.

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

399130345636589

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: The service requires reliable internet connectivity for optimal performance. Integration with existing hospital systems (EHR, EMR, HIS) may need configuration and testing to ensure seamless interoperability. Buyers should confirm compliance with local privacy legislation and data hosting requirements. Custom workflow configuration may require collaboration with Novari analysts during implementation.
• System requirements:
  • HL7/FHIR support for connecting with hospital EHR systems.
  • Role-based access control for secure login and permissions.
  • Minimum resolution for proper rendering of application interface.
  • Required for interactive dashboards and real-time analytics.
  • For optional patient notifications and automated messaging features.

User support

• Email or online ticketing support: Yes
• Support response times: We aim to respond to all questions within one business day. For urgent inquiries, we reply within two hours during standard support hours. Additionally, 24/7 emergency support is available for critical issues to ensure uninterrupted service
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: VHUK provides a structured support model consisting of Tier 0, Tier 2, and Tier 3 services. Tier 0 includes access to self‑service materials such as help files, FAQs, and user guides that client organizations may use to support their own internal Tier 1 end‑user functions. VHUK does not deliver Tier 1 end‑user support directly. Tier 2 support focuses on advanced troubleshooting and problem resolution for issues validated and escalated by designated client coordinators. Tier 3 provides 24/7/365 critical‑incident coverage, ensuring rapid escalation and intervention for high‑severity issues.; ; Support levels are typically included within VHUK’s standard subscription and service pricing unless otherwise specified in a client’s commercial agreement. VHUK also provides access to a non‑dedicated technical account manager and a non‑dedicated cloud support engineer, who assist with technical coordination, escalations, and ongoing operational alignment. These resources are shared across clients rather than assigned exclusively, ensuring expertise is available when required without the cost of a dedicated role.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We help users start using the service through a structured onboarding process that includes initial configuration, role-based access setup, and workflow customisation to meet organisational requirements. Comprehensive training sessions are provided for end users and administrators, supported by detailed documentation and user guides. The platform also offers real-time dashboards and intuitive interfaces to simplify adoption, and our support team is available to assist with integration and troubleshooting during implementation
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contract, users can either copy the reporting database in its entirety or extract data from it using standard export options. The reporting database provides structured access to all operational and audit data, allowing organisations to retain full control of their information. Data can be exported in open formats such as CSV and ODF, as well as other supported formats like Excel and PDF, ensuring compatibility for migration or archival purposes.
• End-of-contract process: At the end of the contract, users are given the opportunity to copy the reporting database or extract all required data from it using standard export options. Once the data extraction process is complete and confirmed, all customer data within the Novari platform is securely sanitised using cryptographic shredding (cryptographic erasure), which renders the data permanently inaccessible by destroying the encryption keys. This ensures compliance with privacy and security requirements and guarantees that no residual data remains on the system.
• Documentation accessibility standard: WCAG 2.2 AAA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service provides a secure, web-based interface accessible through modern browsers. It includes configurable dashboards, real-time reporting, and workflow management tools designed for healthcare operations. The interface supports role-based access, ensuring users only see functions relevant to their responsibilities. It is intuitive, responsive, and designed to work seamlessly across desktop and mobile devices, with integration capabilities for electronic medical records and other healthcare systems.
• Accessibility standards: None or don’t know
• Description of accessibility: The service interface is designed with accessibility in mind and includes features that support screen readers, enabling visually impaired users to navigate and interact with the platform effectively. It also provides clear navigation structures, responsive layouts for different devices, and consistent labelling of elements to improve usability. While formal certification to accessibility standards is not yet in place, accessibility considerations are part of the design approach and roadmap for future enhancements.
• Accessibility testing: Formal testing with users of assistive technologies has not yet been conducted. However, the service interface has been designed with accessibility considerations, including support for screen readers and keyboard navigation, to improve usability for individuals with visual impairments. Accessibility remains a priority in the development roadmap, and future iterations will include structured testing with assistive technology users to validate and enhance these features.
• API: Yes
• What users can and can't do using the API: The API is primarily designed for integration with UK healthcare systems. Users can use the API to populate referrals and case records into the Novari platform and retrieve associated messages for those cases. This supports interoperability with systems such as electronic patient record (EPR) platforms and other NHS referral management solutions. The API does not allow users to modify system configurations, manage user roles, or access administrative security settings, which remain restricted to authorised application interfaces.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the service by tailoring dashboards, metadata, workflows, and forms to meet local operational requirements. The platform allows configuration of referral pathways, waitlist management processes, intake queues, and notification preferences. Dashboards can be personalised to display relevant metrics, and metadata fields can be adjusted to align with organisational reporting needs. These customisation options enable healthcare providers to adapt the system to their specific processes without requiring code changes.

Scaling

• Independence of resources: The service is hosted on Microsoft Azure, which provides elastic scalability and load balancing to ensure consistent performance regardless of demand. Resources such as compute, storage, and network capacity are dynamically allocated based on usage patterns, preventing service degradation when multiple organisations access the platform simultaneously. This architecture guarantees that each customer’s environment remains isolated and unaffected by other users’ activity.

Analytics

• Service usage metrics: Yes
• Metrics types: Real-time dashboards, wait time summaries, case status reports, audit logs, and performance indicators for workflow efficiency.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Additional safeguards include strict role-based access control, compliance with privacy legislation, and layered security measures.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Users can export their data through the reporting database, which provides structured access to operational and audit data. The platform supports configurable reporting tools and allows authorised users to extract data from the reporting database for analysis and compliance purposes.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Excel (XLS/XLSX)
  • JSON
  • PDF
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Data in transit between the buyer’s network and the Novari platform is protected using industry-standard encryption protocols. All external connections use HTTPS with TLS 1.2 or higher, ensuring secure communication channels. VPN options and IPsec tunnels can be configured for additional security where required.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Within the Novari platform and Azure environment, data is safeguarded through encrypted communication between services, strict role-based access controls, and network isolation. Azure’s advanced security features, such as Distributed Denial of Service (DDoS) protection and intrusion detection systems, further enhance internal data protection.

Availability and resilience

• Guaranteed availability: The service is hosted on Microsoft Azure, which provides high availability through redundant infrastructure and geographically distributed data centres. Novari solutions are designed for continuous operation with uptime aligned to healthcare standards, typically targeting 99.9% availability.
• Approach to resilience: The platform leverages Azure’s built-in resilience features, including load balancing, failover capabilities, and replication across multiple availability zones. Data is backed up regularly, and disaster recovery processes are in place to ensure continuity in the event of system failure.
• Outage reporting: Outages are communicated through established incident management processes, including notifications to clients via email and support channels. Azure also provides real-time service health dashboards, which Novari monitors to proactively inform customers of any disruptions.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Other user authentication: Users are authenticated using secure username and password credentials combined with Multi-Factor Authentication (MFA) enabled through identity federation with the organisation’s existing identity provider. Authentication occurs over encrypted channels using TLS 1.2 or higher to ensure secure transmission of credentials.
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted through strict role-based access controls and identity federation. Only authorised administrative users can perform configuration or support actions, and elevated permissions are required for sensitive operations. All access is logged and monitored to maintain compliance and security integrity.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Description of management access authentication: Management access to the service is authenticated using identity federation with the organisation’s existing identity provider, combined with Multi-Factor Authentication (MFA) for enhanced security. Administrative users must log in through secure federation protocols, ensuring strong identity verification. All authentication occurs over encrypted channels using TLS 1.2 or higher, and access is further restricted by role-based permissions to limit administrative functions to authorised personnel only.

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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• 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: SOC 2 Type 2, ISO27017, ISO27018, Cyber Essentials
• Information security policies and processes: Novari follows the corporate suite of ISO 27001, Cyber Essentials, and UK GDPR–aligned information security policies, covering governance, access control, asset management, information classification, cryptography, HR and user responsibilities, incident management, operations and network security, physical security, supplier management, change control, design and development, business continuity, internal audit, non‑conformance, customer feedback, and document control. Novari reports into the Global Security, Compliance, and Privacy governance structure, with local control owners accountable for UK execution. Compliance is ensured through mandatory training, control ownership, evidence collection, internal and external audits, supplier reviews, access reviews, incident response processes, and corrective action tracking.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Novari follows ISO 27001, CE, GDPR, & SOC‑aligned configuration & change management processes. All configuration items & service components are maintained in the corporate CMDB, with approved baselines applied & monitored for compliance.; All changes to infrastructure, applications, & configurations follow a formal ITIL‑based Change Management process, including logging, risk assessment, testing, review, & approval. Security & privacy impacts—such as PHI/PII, access control, vulnerabilities, & availability—are mandatory considerations.; Compliance is ensured through mandatory training, local control ownership, continuous monitoring, audits, CAB oversight, evidence collection, incident review, & corrective action tracking, ensuring controlled, secure, & auditable changes.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: All servers are covered by a comprehensive monthly patching and maintenance schedule. Any important or urgent patches are applied out of schedule, with important patches within 2 weeks of a patch becoming available, and critical patches within 24hrs. Patches are always applied to Dev, UAT and Staging environments first to prevent issues with production environments.; Servers are actively monitored by a variety of tools including Spiceworks which highlight out of date software version numbers to the internal support team for action.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We use tools to monitor logs and highlight potential compromises; anything discovered will be raised to a priority one ticket in our system and responded to within 1 hour. if there has been a compromise this will be remediated and logged as a security incident in our ISO 27001 based business management system in order that it is treated to prevent recurrence.
• Incident management type: Supplier-defined controls
• Incident management approach: Novari follows an ISO27001 and CE aligned Incident Management Policy and Procedure to ensure incidents are reported, assessed, and resolved promptly to maintain secure and available services. All incidents must be reported immediately to management or the InfoSec Team. Incidents are logged with full details and initial actions taken. The InfoSec Team assesses severity and coordinates containment, eradication, and recovery, with high risk incidents escalated in line with corporate timeframes. Security incidents are recorded pursuant with ISO27001 procedures to support tracking, root cause analysis, corrective actions, and prevention of recurrence. Corporate Security provides oversight, with VHUK responsible for local compliance.
• Post-quantum cryptography secure: No

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: Yes
• Connected networks: Other
• Other public sector networks: SPINE

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.