Source Group

Patient Contact Solution

Source Group provides an AI powered chatbot solution that facilitates virtual conversations with patients. This supports the organisation in maximising the value of patient communications, to reduce unnecessary attendances and DNAs, support PIFU, and in the management of patient risk and prioritisation.

Features

• Removes managerial burden from Trust staff
• Unparalleled quality assurance process
• Complete visibility and transparency
• Minimise project timescales and costs
• Maximise productivity

Benefits

• Support patient initiated follow up (PIFU)
• Support the organisations booking function
• Reduce the RTT and Follow Up Waiting List Size
• Reduce unnecessary attendances

£1 to £10,000,000 a unit a year

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 shaf.ali@source-group.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

410326294957876

Contact

Shaf Ali
020 3727 4180
shaf.ali@source-group.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: There are no specified maintenance windows. There is no planned depreciation of functionality or features.
• System requirements:
  • The service is available via specified internet browsers.
  • Customers are required to have moderate bandwidth.
  • The service is accessible via PC, Mac, smartphone or tablet.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 4 working hours.
• 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: No
• Onsite support: Onsite support
• Support levels: Support service is included at no additional cost. Support service is available via Helpdesk, email, phone or onsite. Support is available Monday to Friday 9.00am to 5.30pm excluding bank holidays. Standard response times are as follows: Urgent - within 4 hours; Semi-urgent - within 24 hours; Non-urgent - within 3 days. We will provide a technical account/support manager.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users are provided with a minimum data specification (MDS) with detailed instructions on the data required and its format for provision to Source Group. This data can either be uploaded directly to the Clear PTL solution via a web browser, or be provided to Source Group via secure NHS mail for manual upload. The Clear PTL file uploader provides further guidance on data provision, highlighting the aspects of the data that are incongruent with the MDS. There is no further user requirements to allow the function of the solution.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: On contract expiry customer data is provided in a flat file format on disk to the client along with a data destruction certificate confirming the removal of the data.
• End-of-contract process: On contract expiry user accounts will be deleted within 1 hour. On contract expiry customer data is provided in a flat file format on disk to the client along with a data destruction certificate confirming the removal of the data. There are no additional off-boarding or end-of-contracts charges.

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: No
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: No
• Customisation available: Yes
• Description of customisation: Reports within the software are fully customisable.

Scaling

• Independence of resources: Our data centre servers are scalable.

Analytics

• Service usage metrics: Yes
• Metrics types: Log in and log out times. Performance by users per day. PTL quality dashboards. Clients have access to create service metric reports with the appropriate developer license.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: All data can be exported as CSV files.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Diagnostic Visualisation and Waiting List Management Software is available 24 hours a day, 7 days a week, 365 days a year as a web based service via private cloud. Service availability is 99.99%.
• Approach to resilience: Dual power feeds. Dual fibre feeds. Failover at a different data centre.
• Outage reporting: Email alerts informing the users of the nature of the outage, why it is happening, how long the systems will be unavailable for and exactly when they are expected to return to full operationality. Provision of a helpline number for anyone who requires further information.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Only authorised individuals from the client organisation can access management interfaces for the service. Only authorised individuals from the client organisation can perform actions affecting the client's service through our support channel. Clients can restrict permissions given to their administrators.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

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 have access to real-time 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: No
• 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:
  • Cyber Essentials Certification
  • Cyber Essentials Plus 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: We have attained level 2 at NHS Business Partner Status in the DSP Toolkit and all staff receive information governance training yearly. We have a Caldicott Guardian and a Senior Information Risk Owner (SIRO). We have information risk registers, information asset registers etc. All staff are aware that any breaches are reported directly to the SIRO, and the SIRO then reports on to the Information Owners (our capacity is as information processor and never owner). We apply all of the principles laid out in both of these information security policies in the design of our systems. We have role based access control, pseudonymisation where necessary, no clearly identifiable personal data etc. We also comply with the NHS Code of Practice – Confidentiality and the Data Protection Act.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have a complete change management log in which all change requests are submitted, evaluated, prioritised and implemented (or not depending upon the evaluation process) according to established priority. We work to an Agile development methodology and so continually improve and update our products. We utilise industry standard version control techniques. Redgate SQL Source Control is used to assist in config management within all of our back end objects, and Team Foundation Server is used to manage all middleware and front end code objects.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Patches are deployed monthly unless there is serious risk, where patches are performed immediately. We get our information about potential threats from CERT/CC (Computer Emergency Readiness Team Coordination Centre) - US, National Vulnerability Database – US, and National Cyber Security Centre – UK.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All server logons and access requests are logged with a 3 year retention. Network traffic is monitored periodically to ensure that no breaches have occurred. Various reporting channels have been set up to record breaches depending upon the nature of the breach. Breaches are scored in terms of impact and the upward reporting flows change as the impact of a breach grows, as does the time frame within which the breach must be dealt with.
• Incident management type: Supplier-defined controls
• Incident management approach: We have incident management processes in place that are enacted in response to security incidents. We have a defined process for reporting security incidents experienced by consumers and external entities. We publish to consumers our definition of a security incident, along with the format, incident triggers and timescales for reporting such incidents.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Covid-19 recovery

  Covid-19 recovery

  As a result of the Covid-19 pandemic, the NHS saw a drastic increase in the RTT waiting list size, the length of wait for patients, as well as the volume of patients overdue a follow up appointment. The NHS is seeking a position of elective recovery. The solution supports Trusts in combating the waiting list size, length of wait as well as the resultant incidences of clinical harm from the delays in this care. Thus supporting elective recovery.

Pricing

• Price: £1 to £10,000,000 a unit a year
• 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 shaf.ali@source-group.uk. Tell them what format you need. It will help if you say what assistive technology you use.