Mace & Menter (trading as Healthia)
Discovery for health pathway services
We specialise in user research and service design for health and social care to improve access to care and tackle health inequalities. We use quantitative and qualitative techniques to explore user needs, technical landscape and policy constraints. We work to the NHS service standard - specific to healthcare settings.
Features
- Tailored, mixed-methods research approach
- Innovative ways to effectively engage complex stakeholder
- Agile, iterative, outcome-based delivery to GDS and NHS service standard
- Experienced team of service design specialists, dedicated to your project
- Approach that integrates upskilling and knowledge transfer
- Inclusive, accessible research and design practices, based on participant trust
- Prioritised user needs and evidenced viability of a service/product
- Detailed roadmap for alpha
Benefits
- Understand user and business needs, within technical and legislative constraints
- Define and understand the problem to solve and align priorities
- Have evidenced, documented user needs to support GDS service assessment
- Feel confident in the quality and benefit from innovative approaches
- Build your team’s research and analysis capabilities
- Hear from seldom-heard, under-represented and vulnerable groups
- Build solid evidence around whether to move to alpha
- Have evidence to drive strategic decisions to solve users’ problem
Pricing
£400 to £1,250 a unit a day
Service documents
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 sam.menter@healthia.services.
Tell them what format you need. It will help if you say what assistive technology you use.
Framework
G-Cloud 14
Service ID
4 3 4 5 7 8 7 1 5 1 8 5 6 2 7
Contact
Mace & Menter (trading as Healthia)
Sam Menter
Telephone: 0117 251 0177
Email: sam.menter@healthia.services
Planning
- Planning service
- No
Training
- Training service provided
- Yes
- How the training service works
-
Our goal is to help organisations become more user-centred and shift mindsets to focus on user needs. Our approach integrates upskilling and knowledge transfer as standard. We work in the open as one team to drive decisions collaboratively, taking every opportunity to build internal capabilities and enable sustainable benefits.
When you work with Mace & Menter, your internal teams will have the opportunity to work alongside our experts and learn new skills. In addition, we run training tailored to your team’s specific needs in: user research, service design, interaction design and prototyping. - Training is tied to specific services
- No
Setup and migration
- Setup or migration service available
- No
Quality assurance and performance testing
- Quality assurance and performance testing service
- Yes
- How the quality assurance and performance testing works
-
We have established, proven processes to ensure quality assurance for the work we deliver. Our consultants bring in over 20 years of experience, integrating best practice and innovative solutions to the project delivery and management.
We take an agile, outcome-based approach to user research and user-centred design, in line with GDS and NHS service standard. Through regular rounds of QA and user research we make sure designs are working and meet user and business needs before moving to alpha or beta stage.
Security testing
- Security services
- No
Ongoing support
- Ongoing support service
- Yes
- Types of service supported
- Buyer hosting or software
- How the support service works
- Ongoing user research and optimisation
Service scope
- Service constraints
- No
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Same day
- 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
- Support levels
- We support these services through ongoing user research and user-centred design. You will have direct contact with any of our consultants dedicated to your projects. You will also have a project manager who you will be in direct contact with throughout the engagement.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Security Clearance (SC)
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
- No
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
As part of the work Mace & Menter deliver we integrate sustainable design principles into projects, focusing on reducing waste, energy consumption, and carbon footprint. Advocate for environmentally responsible design choices in all our work.
Our published Carbon Reduction Plan aims to achieve Net Zero by 2027. Our environmental policy details how we will reduce carbon.
The key measures are -
We use Google Workspace which is our main cloud storage platform, they are a carbon neutral organisation.
For every consultancy day we sell, we plant a tree via Ecologi, to reduce our carbon footprint as we grow. So far we have funded the planting of 3,726 trees across the globe. A mature tree typically absorbs 21 kg of carbon per year, so we expect these trees to collectively be absorbing over 78,246 kg of carbon per year by the time they’re fully grown.
We have a preferred suppliers list to ensure we source environmentally friendly products and supplies, including those with minimal packaging, recycled content, or eco-certifications. We prioritise local independent retailers and sustainable marketplaces.
We recycle all ink cartridges, use recycled paper, and invest in limiting the number of single function devices and/or inefficient equipment we have in the office.
Our employee pension provides a 100% sustainable investment fund so Mace & Menter and our employees can invest in organisations that improve the environment and are committed to reducing carbon emissions.
We operate a hybrid working model where staff have the choice to work in-office or remotely and coordinate route planning for client meetings to reduce the environmental impact of travel.
Monitor the carbon emissions from business travel and staff commuting, and offset them
We donate old IT equipment to Bristol-based social enterprises that can give it a second life.Tackling economic inequality
We ensure that all our employees receive compensation well above the living wage. Moreover, we invest significantly in employee training and professional development. This includes providing each employee with an annual personal training budget and offering additional group training sessions to foster career growth. Our profit-share scheme distributes a portion of each year's profits equally among all staff members, irrespective of seniority.
In our recruitment and hiring practices, we prioritise diversity and actively seek to attract candidates from underrepresented groups. Additionally, we support organisations and initiatives that address the root causes of economic inequality. For instance, we donate older tech equipment to a local charity that supports underrepresented young people in our region.
Every year, we undertake a pro bono research project. For example, we've conducted research with patients with long-term health conditions and conducted research to inform the recruitment of foster carers.
At Mace & Menter, we offer flexible work arrangements to accommodate the diverse needs of our employees. This includes options such as remote work, flexible hours, and part-time schedules, especially for those with caregiving responsibilities, disabilities, or other personal circumstances who may struggle with more traditional working arrangements.
We have adopted the Government's Universal Barriers Framework to ensure the inclusion of underrepresented communities in the development of digital services. Additionally, our consultants have authored a guide for researching with vulnerable members of the community, aimed at safeguarding both participants and researchers."Equal opportunity
We offer learning workshops to our clients who are interested in upskilling their staff in Customer Experience, Research and Service Design.
We conduct user research with diverse populations to ensure that digital products and services meet the needs of a wide range of users, including those from marginalised or underrepresented communities. Incorporating inclusive design practices can help identify and address barriers to accessibility and usability.
We sponsor and co-run a local One HealthTech group who support and promote better equality, diversity, inclusion and accessibility in the health innovation sector.
Mace & Menter has a formal equal opportunity employment policy that prohibits discrimination on the basis of race, ethnicity, gender, age, sexual orientation, disability, religion, or any other protected characteristic.
Our recruitment process ensures candidates are set up for success, that the process is transparent and we provide the appropriate accommodation to candidates to support their needs. This includes inclusive language job postings, working with community organisations to reach a diverse talent pool, sending out interview questions ahead of time and not requesting any additional work for candidates outside of the interview itself.
Our neurodiversity policy sets out how we create a working environment that embraces neurodiversity and allows employees to do their best work. It details how we foster a culture of understanding and work with each individual to ensure they have the tools and support they need to thrive at Mace & Menter.
Roles and responsibilities and career progression are detailed and clear for all employees at Mace & Menter including salary brackets for roles. Career progression is discussed with each employee quarterly and documented for reference.
We have a Equality, Diversity and Inclusion policy that covers staff, clients and the wider public.Wellbeing
Mace & Menter prioritise the wellbeing of our staff and their families through a comprehensive package of benefits. In addition to Private Medical Insurance and a health cashback plan, we provide access to a range of mental health resources, including counselling services, psychologists, psychiatrists, mentors, employee assistance programs (EAPs), and mental health first aid training. We utilise the Mind Wellness Action Plan to facilitate conversations with staff about managing their mental health effectively.
Our flexible work arrangements and time-off policies accommodate health needs and appointments, promoting work-life balance by advocating for reasonable working hours and providing support for time management and workload prioritisation. Staff members have access to wellness programmes, discounted gym memberships, and an annual budget for trying new activities outside of work.
To support physical wellbeing, we offer ergonomic workstations, standing desks, and other equipment to promote good posture and reduce the risk of musculoskeletal injuries. We also provide health screenings and other preventive healthcare services.
Recognising that many staff members have caregiving responsibilities for young, old, or disabled family members, we offer contractual sick pay, paid compassionate leave, and paid carers emergency leave. Additionally, all staff members receive life cover and access to financial planning resources, legal advice, and bereavement services.
Psychological safety is integral to our work culture, fostering open communication, trust, and collaboration among team members. Furthermore, our consultants have authored a guide for conducting research with vulnerable participants, drawing from direct experience to ensure the protection and support of both participants and researchers.
Pricing
- Price
- £400 to £1,250 a unit a day
- Discount for educational organisations
- No
Service documents
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 sam.menter@healthia.services.
Tell them what format you need. It will help if you say what assistive technology you use.