Practice Toolkit

Practice Toolkit - Patient Recall Optimiser

End-to-end Patient Recall Management tool for GPs:
Linking with Clinical System,
Automatically identifying and updating an optimised full 12 month recall plan for every patient and every customisable Recall.
Easy invite and appointment management.
Reporting/Maximising Enhanced Services.

Reduce admin, appointments and maximise income

Simple. Effective. Human.

Features

• Sync with Clinical Systems
• Automatically identify all patient requirements
• Form an optimised Recall plan per patient
• Monthly view of all patients for easy management
• Invite process for call, SMS, email or letters
• Export option for sending invites via other messengers
• Appointment management & follow up
• Easier Claims management
• KPIs & Reporting for Patient Recall

Benefits

• Automate the whole Patient Recall process
• Reduces admin effort by 90% (Case Study = 51hpw->3hpw)
• Reduces appointments by 10-20% through optimisation/reduced callbacks
• 100% Enhanced Services guaranteed
• On average saves/generates 7x times it's cost
• Accurate, reprocesses all patients in minutes
• Review new enhanced services impact in minutes before adoption

• Free trial available

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 tj@practicetoolkit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

422472748317919

Contact

TJ Wheeler
02922710757
tj@practicetoolkit.co.uk

About your service

• Service categories:

  Applications

  Content workflow and management

  Content services

  • Enterprise Content Management Applications
  • Content Sharing and Collaboration Applications
• Multi cloud support: No

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: Optum (EMIS) or Systm One - GP Clinical Systems
• Cloud deployment model: Private cloud
• Service constraints: N/a
• System requirements:
  • Internet Access for browsers
  • Use of a Clinical System (Optum/EMIS or Systm One)

User support

• Email or online ticketing support: Yes
• Support response times: We respond to customer questions within seconds up to 5 minutes during normal working hours (09:00–17:00, Monday to Friday, excluding UK public holidays). ; We prioritise chat/sharescreens to resolve queries quickly between humans vs raising a ticket and delayed resolution/requires more info/context etc however this is still available to all users to raise a support request 24/7.; ; Customers also have access to a 24/7 online knowledge base, including step-by-step guidance and short videos, at no additional cost.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Web chat support for the service is delivered using 'Intercom', a widely used support and messaging platform. Intercom has conducted extensive accessibility and usability testing to ensure its web chat functionality is usable by people who rely on assistive technologies.; ; Intercom’s web chat is designed to support common assistive technologies, including screen readers, keyboard-only navigation, and browser accessibility tools. The platform follows recognised accessibility standards and best practices, including alignment with WCAG 2.2 AA guidance, to improve usability for users with visual, motor, or cognitive impairments.; ; As part of our service delivery, we configure and use Intercom in a way that does not restrict or override built-in accessibility features. Web chat interactions take place within standard web browsers and are compatible with the accessibility settings available on users’ devices and operating systems.; ; While we do not conduct bespoke assistive-technology testing for the web chat component itself, we rely on Intercom’s documented accessibility testing and ongoing improvements. Where accessibility issues are reported by users, these are reviewed and addressed promptly, either through configuration changes or by working with the platform provider.; ; Additional accessibility information can be provided on request.
• Onsite support: No
• Support levels: The service is provided with a single, comprehensive support level designed to ensure all users can effectively adopt and use the system. ; ; All customers receive unlimited remote support for all practice staff at no additional cost. This includes support during initial onboarding to ensure practices are fully configured and confident using the service from the outset. ; ; Support included: The standard support level includes:; + Access to the support team during normal working hours (09:00–17:00, Monday to Friday, excluding UK public holidays); + Support delivered via live chat, screen sharing, video calls, and support tickets, with a preference for real-time resolution where possible; + Assistance with configuration, usage, and troubleshooting; + 24/7 access to an online knowledge base containing step-by-step guidance, training materials, and short instructional videos. ; ; Cost of support: All support services are included within the subscription price. There are no additional charges for onboarding, support volume, or number of users.; ; Technical account management: Customers have direct access to experienced support specialists and cloud engineers who are familiar with the service and can assist with technical and operational queries as required.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We've made onboarding is REALLY simple - Practices benefit from a fully supported Pilot to ensure full use and maximum value to the Practice. Full breakdown here: https://help.practicetoolkit.co.uk/en/articles/12880600; ; Free Demo/Walkthroughs via teams sharescreen (15-30 mins); Free Pilot Set-Up & guided session to invite patients for the next relevant month to ensure complete, stress free and easy usage of the system. Practices can fully adopt, customise and send a full month of invites in less than 2 hours, or can self-set-up if preferred; Includes support any change dynamics, which staff will be freed up, template communications etc for easy communication and adopt across the Practice.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: Knowledge Base
• End-of-contract data extraction: The Clinical System remains the single source of truth so no patient impacting end-of-contract data to extract.; ; End-of-contract is simply switching off subscription access for new patient data syncing and messaging. No cost to continue to access historic data for as long as the Practice wishes to maintain their account.
• End-of-contract process: End-of-contract is simply switching off subscription access for new patient data syncing and messaging. ; No cost to continue to access historic data for as long as the Practice wishes to maintain their account.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Responsive design for relevant views inbuilt - all the same information, just a different layout.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Customisation is a core feature of the service, reflecting its design by GPs for GP Practices. The system is designed to flex to suit each practice’s workflows rather than requiring practices to adapt to the software.; ; Users can fully customise recall logic, with optional templates aligned to NICE guidance provided as a starting point. Customisation includes defining patient populations using SNOMED or Read Codes with flexible AND/OR logic, including inclusion and exclusion rules based on conditions, medications, age, or sex.; ; Practices can also customise required tests, reviews, and treatments, assign these to staff groups, set frequencies, and apply conditional rules based on results.; ; Invite Messaging templates and staff roles and permissions are fully configurable by authorised users within each practice.

Scaling

• Independence of resources: Infrastructure is intentionally developed to enable independent scaling of tasks. There should be no visible impact on users from demand of others.

Analytics

• Service usage metrics: Yes
• Metrics types: KPIs and Metrics around Patient Recall Management, Claims/Enhanced Services, Demographics, Messaging.; ; This is ever increasing based on user requests.
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC 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
• 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 Erasure

Data importing and exporting

• Data export approach: Data can be exported directly from the system via the browser in varying forms depending on the data presented.; ; Messaging data can be exported via csv for Patient messaging via other messaging services 'importing' via csv functionality.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • IM1 Sync with Clinical Systems (automated)
  • Manual extract of csv data from Clinical Systems

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: Availability and service levels:; We guarantee 99.9% availability (measured at the application level and reflects a user’s ability to access and use the service) during core working hours (defined as 07:00–22:00, Monday to Friday, excluding UK public holidays), measured per calendar month, excluding planned maintenance.; ; The service is hosted on resilient cloud infrastructure and is monitored to ensure performance and availability during these hours.; ; Planned maintenance:; Planned maintenance is scheduled outside core working hours wherever possible. Customers are provided with at least 48 hours’ notice of planned maintenance. Planned maintenance is excluded from availability calculations.; ; Emergency maintenance may be undertaken where required to protect service security, data integrity, or patient safety.; ; Service level agreement (SLA):; If availability during core working hours falls below 99.5% in any calendar month, customers may request a service credit.; ; Service credits are calculated as a pro-rata refund of the monthly subscription fee for the affected period. The maximum service credit available is 100% of the monthly fee for that month.; ; Refunds:; Service credits are applied to the next invoice or refunded directly upon request.
• Approach to resilience: Service resilience:; Our service is designed with resilience as a core principle, ensuring continuity of service for GP Practices and minimising the impact of infrastructure or component failure.; ; The application is hosted on enterprise-grade cloud infrastructure designed for high availability, fault tolerance, and scalability. The service architecture uses redundant components, automated health monitoring, and recovery mechanisms to ensure that failures in individual components do not result in total service unavailability.; ; Data is stored in managed cloud services that provide built-in resilience, including replication, backup, and automated failover. Regular automated backups are taken and securely stored to support service recovery in the event of data loss or corruption.; ; Operational resilience is supported through continuous monitoring, alerting, and incident response procedures, allowing issues to be detected and addressed promptly. The service is routinely updated and maintained to ensure security and stability, with changes managed through controlled release processes to minimise risk.; ; Datacentre resilience:; Detailed information about our datacentre locations, redundancy model, and failover arrangements is not made public for security reasons. However, this information is available on request to prospective or contracted customers, subject to appropriate confidentiality arrangements.
• Outage reporting: We have a public dashboard available at https://status.practicetoolkit.co.uk; ; In the event of a serious outage, we will also directly contact our customers via email.; ; Email alerts:; Emails are sent to nominated customer contacts when:; ; * a significant outage is identified; * material service degradation occurs; * the incident is resolved; ; Where appropriate, follow-up communications include a brief incident summary and any actions taken to prevent recurrence.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Our admin systems are using a Role Based Access Control (RBAC) system, where areas of the admin tooling are unavailable to employees that don't have the appropriate permission.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: 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: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We follow a risk-based security governance framework aligned with ISO 27001 principles. This includes documented information security policies, defined roles and responsibilities, regular risk assessments, and ongoing staff awareness training. Security is overseen by our CTO, with periodic management reviews to ensure continuous improvement. We are actively working toward formal ISO 27001 certification.
• Information security policies and processes: We maintain a suite of information security policies aligned with ISO 27001, including: Information Security Policy, Access Control, Incident Response, Acceptable Use, Data Classification, and Business Continuity. These are reviewed annually and approved by senior leadership.; Our processes include quarterly risk assessments, regular access reviews, and annual penetration testing by an independent third party. All staff complete security awareness training at onboarding and annually thereafter. We enforce multi-factor authentication, encrypt data at rest and in transit, and maintain documented incident response procedures with defined escalation paths.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Using various tooling, we have full auditing and monitoring of all services. Any changes to service infrastructure goes through both a peer based review and automated security scanning.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have a number of ways that we can monitor and respond to potential threats to our services. The majority of patch updates are applied on release, with less critical updates applied as soon as feasible. We have subscriptions to various sources for potential threat updates.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have a number of tools in place that scan our systems for potential compromises. Any issues identified are triaged for severity, with high and critical issues acted on immediately.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a pre-defined process to handle production incidents. Users are able to report incidents through our support portal, and directly through email. We keep an audit log of incident resolution actions, and share the relevant information with customers.
• Post-quantum cryptography secure: Yes

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: Yes
• Connected networks: Other
• Other public sector networks: IM1 (Clinical System Sync)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Our 45 day Pilots are entirely free, no obligation.; ; We include full use of Patient Recall Optimiser tool, messaging and onboarding support for the pilot practice, to get actual results and outcomes of using the system prior to subscribing.
• Link to free trial: https://app.practicetoolkit.co.uk/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 25%
• Between £250,000 and £500,000: 33%
• Between £500,001 and £1,000,000: 33%
• Between £1,000,001 and £2,500,000: 33%
• Between £2,500,001 and £5,000,000: 33%
• Over £5,000,001: 33%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: D6ce7460-0003-4bca-8074-c96bb266fef7
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications:
  • DSPT (v7) (X9S5G)
  • Cyber Essentials Plus pending
  • ISO27001 Pending
  • DCB-0129

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
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Understanding of in-work progression issues affecting 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 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
    • Volunteering opportunities for staff
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • 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
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of 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 tj@practicetoolkit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.