GET U BETTER LIMITED

getUBetter

getUBetter is a digital health treatment delivering and enabling patients to self-manage their recovery from all common MSK disorders and injuries by following a recovery and prevention pathway defined by their local healthcare provider

Features

• Patient pathway management: safety netting, recovery, referral, rehab, waiting-list, prevention
• One app for all common minor injury and conditions
• Bespoke content and pathways configured to each place in ICS/organisation
• Accessed via self-referral or prescription by clinical teams
• Self-referral to local third-party MSK tools and NHS services
• Questionnaires, nudges, video content and risk stratification to guide patient
• Integration with GP system
• Real-time data analytics dashboard
• Medical device registration (CE marking)
• Data security and evidence based

Benefits

• Patients feel better supported along MSK pathways
• Increased patient confidence, ability and engagement in managing their condition
• Improved patient access to specialist knowledge and expertise
• Reduction in unnecessary burden on healthcare resources
• High-quality care delivered more consistently against standardised workflow.
• Less burden of administration and managing process for clinicians
• Complements and enhances 3rd party MSK tools / services
• Fully supported deployment by experienced team
• App is clinically safe and stores patient information securely
• Data capture providing insight themes of patient engagement with app

£35,000 a unit

• Free trial available

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

Framework

G-Cloud 13

Service ID

414317410707849

Contact

Gavin Ford
07952228499
gavin@getubetter.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Community cloud
• Service constraints: All maintenance work is planned to meet minimal disruption levels to customers, normally around 0200 am.; We operate on iOS on 7.0 onward and Android on 4.0 onward
• System requirements:
  • Access to the internet
  • PC and/or a smartphone
  • Modern web browser: Chrome, Safari, Firefox, Edge, Internet explorer

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We respond to questions from our in-app patient users via contact@getubetter.com email response:; within 4 hours during weekday office hours; within 12 hours during weekday out of office hours; and 72 hours during weekends; If /when requested we will phone the customer direct to advised contact phone number
• 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: Yes, at extra cost
• Support levels: Support is free, available for technical and general enquiries from commissioning, clinical, data officers and patient in-app users, and provided via our customer response team.; ; The team is available for in-app patient users via the contact details published in the app and website and responds via email as default, and can connect via phone if requested. The team performs against service level targets so responds and rectifies queries as quickly and effectively as possible.; ; Queries from all commissioning, clinical and data interests are handled an our allocated account manager
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We work with individual GP practices, localities and O/H teams as part of the deployment to educate, integrate and promote engagement in self-management for common MSK injuries and conditions. We provide access to training manuals, videos, site materials and remote awareness surgeries. ; ; Our service description document provides detail of our 5 step Rapid Deployment Model that enables a smooth and effective installation of our service, and so, realise getUBetter benefits.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: An off-boarding data export process would form part of our standard contract, when we would provide a csv.file of all patient data collected during the contract.
• End-of-contract process: At contract end getUBetter will assume cost of data extraction and termination of all links to clinical and patient users.; ; The data extraction is set in the agreed formats. ; ; Extra extracts or very custom formats would be chargeable.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no difference in how our condition pathway perform and are presented between mobile and desktop services. ; ; However, a mobile app will be accessed via download of getUBetter from the app/play store whereas the desktop option is via sign-in option on our website www.getubetter.com
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: GetUBetter is highly configurable. ; ; All minor injury, condition defined, recovery and prevention pathways are customised to reflect local needs, for example, a chosen mix of endpoints, advice, guidance and instruction and supporting services. ; ; getUBetter enables branding, logos, real-time data dashboard, and contact information for each clinician community. ; ; Once 'in-service' our customers have access to modify and re-configure some elements of the app such as rebrand their condition pathway with a new business logo, adjust contact details and provide bespoke information for their patient users.

Scaling

• Independence of resources: Our partnership with UKCloud VMware hosting structure enables quick provision and scale up our configuration as necessary. This is set at 2GHz and speed of data transfer averages 8Mbit/s for VM import/export and 40 Mbit/s for data transferred over FTPS. ; ; Customers are placed within UKCloud servers and will not be affected by other customers.; ; Our technology stack uses multi-platform frameworks such as Laravel and Ionic to enable a platform and data model that can accommodate approximately 200,00 active, concurrent users and 10,000 condition pathways, so safely scale across all ICS and NHS OHPs

Analytics

• Service usage metrics: Yes
• Metrics types: Our clinician customers have access to our online portal, through which there are graphical illustration of metrics, such as; the number of apps issued by their prescribing team; the number of apps registered by patient; the age profile of registered patients.
• Reporting types: Real-time dashboards

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: No
• 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 CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: We don't anticipate any scenario for users to input data in order to enjoy the getUBetter service. ; ; We offer data export, as described earlier, as part of off-boarding services if requested.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: Other
• Other protection within supplier network: Our hosting services traffic sits within the UKCloud Assured and Elevated services (e.g. between UKCloud's data centres) and is; protected using encrypted sessions over resilient fibre optic connections, which have been; independently validated by the NCSC Assured Service - Telecoms (CAS-T) scheme, and which are; subject to a regular independent IT Security Health Check (ITSHC) CHECK Test.; Data over the public internet to patient devices has security application which is protected using authentication tokens and 2-factor authentication. Access to the service is via encrypted VPN. Information in transit is subject to encryption.

Availability and resilience

• Guaranteed availability: GetUBetter strive to achieve 99.99% service availability. There is no financial compensation if target service levels are not achieved.
• Approach to resilience: Our data centre service is hosted by UKCLoud. Locations have been visited and assessed during formal accreditation activities undertaken; by accreditors and assessors from the National Cyber Security Centre, Home Office (PASF) and by; BSI and Lloyd's Register (LR) external assessors during routine ISO9001, ISO20000, ISO22301,; ISO27001, ISO27017 and ISO27018 certification assessments.; All data centres used by UKCloud are protected by a robust framework of physical, technical and logical; security controls, which ensure the data, applications and ICT infrastructure are afforded the highest; possible levels of protection and resilience
• Outage reporting: Our service resides within UKCloud who operate a Network Operations Centre (NOC) that supports the service on a 24/7 basis, which; is responsible for monitoring the health of the UKCloud platform and carrying out routine tasks. A framework of monitoring tools provides an early warning system that allows for the identification of; potential service issues before they can impact us and our customers. ; In the event of service disruption, the NOC is the primary focal point for major incident management. It co-ordinates the recovery actions with us to ensure remedial actions are completed. ; Service disruptions are also communicated via the Service Status webpage to use and we email project sponsors in our Customer base details on the incident. This will provide the status of an issue in addition to the follow up report that will describe what, when, how and why the incident occurred.; Our disaster recovery policy details how we mange, respond and recover to any data breach triggered by any service outage

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access is managed via UKCloud who have implemented and operate several technical controls to ensure only authorised getUBetter individuals can authenticate to and access the getUBetter services for which they have an identified and approved business need. We are; required to have a unique username and password with the option to add a memorable word combination. ; Access Control Policy places specific responsibilities on “super user” or administrative accounts, which are not used routinely for normal support or development tasks.
• 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: No audit information available
• Access to supplier activity audit information: You control when users can access 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: No
• Other security certifications: Yes
• Any other security certifications:
  • Security Management System (SMS) supported by IG manual and procedures
  • Registered with the DSP toolkit
  • Working toward ISO27001 for 2023
  • Hosting partner UKCloud have ISO27001
  • Our supply chain contractually obliged to comply with our SMS
  • Certified within the DTAC criteria

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 follow, and are assessed on a quarterly basis, to the equivalent of ISO27001 security standards, maintain cyber essentials for which we are compliant in both. We expect to be cyber essentials compliant August 2022.; We follow GDPR principles through our information governance processes

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: As a registered medical device, CE compliant getUBetter operates a quality management system for all configuration and change management requirements, aligned to ISO13485. The application and related components are tracked through their lifetime using our internal ticketing system.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: An integral part of our Release Management Policy is the identification and assessment of threats, vulnerabilities and exploitation methods which could have an impact on the of our technical stack or the confidentiality, integrity or availability of data assets. ; For every release of the system we are subject to internal penetration testing using the OWASP top 10 list of vulnerabilities to ensure we have no unmanaged vulnerabilities. ; ; For urgent matters we deploy patches in 12 hours and less so, 36hours.; ; Our hosting provider is CSA CCM compliant and listed on the CSA STAR registry.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Our hosting provider, UKCloud have Assured and Elevated Platforms that are protected by a GPG13 aligned protective monitoring system externally provided by e2e-assure. This monitors and alerts on the twelve control areas documented within GPG13 (PMC1-12) at the DETER Level, and includes the production and; retention of user activity logs to support monitoring, incident identification, response and investigative activities. It also includes activities related to the formal notification to the relevant authorities as appropriate.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: UKCloud tools are used to monitor the live service and to provide real time live service monitoring information. The feedback on the live service is reviewed by the development and acted on as required. ; User report incidents via the contact@getubeter.com email address. ; Where the service is interrupted due to service incidents, a web page or dialog will be displayed to advise users.; Safety incident communication is managed by our service desk and where necessary user service bulletins will provide instructions for dealing with safety incidents through the application help pages.; Root cause analysis is completed for all incidents

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: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Fighting climate change:

  Fighting climate change

  getUBetter digital services enable individuals to self-refer access to the service remotely and then follow recovery advice and guidance via mobile device so reduce the need for individuals to travel to GP practice, physiotherapy, or other Urgent care appointments. Supporting the NHS Green agenda and delivering environmental benefits.
• Covid-19 recovery:

  Covid-19 recovery

  getUBetter supports the physical and mental health of people affected by musculoskeletal conditions including reducing the demand on health and care services. Whilst not specifically focused on COVID-19 it will have indirect benefits.; ; Early and unexpected benefits of getUBetter have been identified in care homes when being provided to carers to support those who maybe shielding in their care.
• Equal opportunity:

  Equal opportunity

  getUBetter aims to have a positive impact on equality issues and gives due regard to the need to eliminate discrimination, harassment and victimisation, to advance equality of opportunity and to foster good relations between people who share a relevant protected characteristic (as cited in the equality Act 2010). ; getUBetter will not discriminate either directly or indirectly on the grounds of the 9 protected characteristics (age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion and belief, sex, sexual orientation.); ; getUBetter will also take specific activity to address unconscious bias and institutional racism. We will ensure that we meet the needs of the diverse population that we provide our service to and aim to ensure the needs of BME users are accommodated.
• Wellbeing:

  Wellbeing

  getUBetter will be made available via self-referral or prescription across the population. getUBetter will be configured to care local pathways and provide access to all local health, social care, and public health services. ; ; All the content can support patients, staff, customers, and communities to improve their health and wellbeing. Enabling 24/7 access to support for physical, mental, societal and behaviour change. Enabling every person to have the confidence , knowledge and skills to self-manage and MSK injury or condition.; ; We can demonstrate collaboration with users and communities in the co-design and delivery of the contract to support strong integrated communities.; ; We will work with all stakeholders to optimise access and minimise exclusion. We have engaged with marginalised, underrepresented, and vulnerable groups though co-design / focus groups which is routine for getUBetter. We have experience in finding solutions and working with organisations.; ; We have co-designed the app and webapp with people with different physical, mental health, social, cultural, or learning needs of all ages.; ; We will improve community integration including the following examples;; ; 1. Language; 2. Supporting carers to help those they look after, recognised as an excluded group; 3. Making available across all community access point – emergency departments or urgent care. We are in talks to discuss paramedics providing it on the front line and with community groups.; 4. Bringing intervention/ information and local pathways into people’s homes. This matters to patients because they can access local care without having to travel which is often painful; 5. Reducing demand of services enabling focus on the harder to reach groups working with organisations to support equality for those who are digitally excluded; 6. We actively work with our customers to improve and co-design

Pricing

• Price: £35,000 a unit
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: At first stage of engagement we provide a demo workshop to all interested individuals in the organisation. If the organisation chooses to pursue their interest further we provide access to our demo version of the product. The demo app provides the full user-experience, in a test, not live, environment.

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