Remote Patient Video & Telephony Consultation delivered by Pinnaca

Our Online Video Remote Patient Consultation platform is designed specifically to enable Healthcare Clinicians to consult with their patients through our integrated online Video conferencing and telephony platform. The solution has a Booking/scheduling feature, Virtual Waiting Room, Triage Video and live video consultation, document upload, recording and secure collaboration features.


  • Online Video Consultation & Telephony capability, Remote Video Triage
  • Recording of both Video/Audio feeds & configuration of recordings
  • Auto Transcription - Machine Learning based.
  • Booking & Scheduling & Virtual Waiting room,
  • Document Management
  • Reporting; User Activity, Management Reports, Full System Reports
  • Built in Business Workflows
  • Rating & Review of Video and or Telephony Interviews
  • Extensive User Management settings
  • Highly secure UK Home Office ITHC approved access.


  • Video/Telephone Consultations Recorded for Audit, Appeals & Compliance
  • Extensive Reporting to ensure effective Management of process
  • Auto Transcription saves the need for physical transcribers
  • Business workflows ensures smooth operational management of process
  • Secure Booking & Scheduling negates the need insecure email use.
  • Video/Telephony consultations saves time and removes need for F2F consultations
  • Flabba reduce the cost and the time of healthcare operations.
  • Vulnerable patients don't have to attend physical clinics
  • Reduce the amount of unnecessary F2F consultations
  • Quickly and easily prioritise patients most in need of care


£50.00 to £500.00 a licence

  • Education pricing available
  • Free trial available

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 jamie.cope@neweratech.com. Tell them what format you need. It will help if you say what assistive technology you use.


G-Cloud 13

Service ID

4 3 8 4 0 7 8 3 0 8 1 3 7 4 9


Telephone: +44(0)3334 559424
Email: jamie.cope@neweratech.com

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
System requirements
  • Minimum broadband 350kb/s download & upload for stable video
  • White lists (wildcard) *.flabba.co.uk, *.flabbadevelopment.com
  • We recommend users Open TCP port 443
  • As a minimum the UDP port 3478 is required
  • Enable Proxy Authentication - NTLM Authentication.
  • We recommend opening UDP ports 1025 - 65535.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times: Urgent; 15 minute, High; 30 minutes, Normal; 2 hours, Low; 1 days. This is for normal hours Monday - Friday 08:30-17:30. Same support is offered outside those hours and at weekends for an additional cost.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Yes, at extra cost
Support levels
4 Levels of support; URGENT; An incident causing an extremely serious impact to the business as a result of the system(s)/service(s) affected and/or the number of people affected by the incident. e.g. A complete loss of the customer’s service or the impacted business function is halted completely. HIGH; An incident causing significant impact to the business as a result of the system(s)/service(s) affected and/or the number of people affected by the incident e.g. significant loss of customer’s service but the impacted business function is not halted. NORMAL; An incident which affects the customer’s service but has a small impact to the business e.g. single user or component affected but the trouble can be circumvented. LOW; Incidents that have a negligible impact to the business, requests or enquiries for information purposes only. We provide a Technical Account Manager & full support team. The pricing is bought in bundles; 20 Concurrent Licences = £7000 per month, 40 Concurrent Licences = £10,000 per month, support for more than 40 licences negotiated separately. Onsite support is charged at at an hourly rate of £100 plus expenses. Enterprise Support bundles can be negotiated to ensure economies of scale can be enjoyed by the business.
Support available to third parties

Onboarding and offboarding

Getting started
We provide both onsite training and also digital, hard copy and video training materials
Service documentation
Documentation formats
End-of-contract data extraction
All Customer Data remains the property of the Customer. All Data will be extracted into Excel/CSV format. Extraction of data maybe subject to an additional fee at our usual day rates
End-of-contract process
Included in the price is access to the platform for 1 month post contract end, to enable to client to extract/copy data to their own end point. Extra costs will be charged if mass data extraction is required. This is charged at our usual day rates.

Using the service

Web browser interface
Supported browsers
  • Chrome
  • Safari
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The Flabba SaaS is written in HTML 5 so it mobile compatible. All features remain but we recommend Flabba is accessed via Chrome on any mobile device.
Service interface
User support accessibility
None or don’t know
Description of service interface
Each user has a Flabba Dashboard which is accessible from a browser. Each User's Dashboard is configured according to their User Permissions. Access to the Dashboard is though a secure Username and Password.
Accessibility standards
None or don’t know
Description of accessibility
Our service is accessible through a simple browser internet connection. There is a secure Username and Password access. All User's Dashboards are configured according to their User Profile and Permissions.
Accessibility testing
None at the time of writing but we are planning on carrying out some testing and implementation of Accessibility features in 2022.
What users can and can't do using the API
API's are available and can be configured to fit customer required flows. Our service supports CMIS 1.0 & CMIS 1.1 API formats. Each API required would be fully customised and built as per existing or future requirements across a number of content stores. REST interfaces are available to enable access to the underlying data store/ databases - to different degrees of security access. Our service will offer API or upload templates to enable individual or bulk migration of files including metadata, videos & audit information. Optional solutions available include: Our service can manually upload and check associated metadata for each file if required for migration out of our service. API Response Times The following is a guide to expected response times for storage, retrieval and viewing APIs. -API’s 1< 2 seconds -1MB - 5MB Document: < 5 seconds - 5MB - 50MB < 8 sec. - 50MB - 100MB < 30 sec. Optional solutions available include: -API’s 1< 2 seconds - 50MB - 100MB < 20 sec."
API documentation
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Customisation available
Description of customisation
We are a software development company and can customise all features and business processes and also create new features as required. We have a great track record of doing so and can provide outstanding references from the UK Home Office for whom we entirely customised a service. Users can also customise; Drop Down Field lists on the platform, they can customise auto messaging and email templates, they can also customise marketing videos and also all core


Independence of resources
We have a fully scaleable infrastructure set up. We use AWS Elastic Beanstalk EC2 Server infrastructure. All UK based


Service usage metrics
Metrics types
We have a large Reporting features from which a large array of service usage metrics can be drawn; Number of Interviews; Video & Telephony, Number of Auto Transcriptions etc.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


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
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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 another standard
Data sanitisation process
Data sanitisation type
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 have an extensive Reports feature from which users can create and run reports and export them into PDF & CSV files
Data export formats
  • CSV
  • Other
Other data export formats
Data import formats
  • CSV
  • Other
Other data import formats

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
Flabba is deployed on cloud based high availability Zones with an uptime SLA* of 99.99%
Approach to resilience
Our Datacentre is provided by AWS and full details are available upon request.
Outage reporting
Via public dashboard and email alerts

Identity and authentication

User authentication needed
User authentication
Public key authentication (including by TLS client certificate)
Access restrictions in management interfaces and support channels
We only allow SC cleared staff to access management interfaces and support channels.
Access restriction testing frequency
At least once a year
Management access authentication
Public key authentication (including by TLS client certificate)

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
Who accredited the ISO/IEC 27001
Lloyds Register of Quality Assurance (LRQA)
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications
  • Cyber Essentials
  • Home Office ITHC

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
We are ISO27001 accredited. All policies are managed and signed off by our Information Security Manager and all new members of staff are given training on our information security policies and how to follow them. We also have regular review and refresh training for members of staff to ensure that policies are understood and followed.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
From a systems and Code perspective we utilised the AWS Code Pipeline to process all changes to our core platform. Regarding our change management processes we abide by our ISO27001 processes s.12
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our vulnerability management processes are governed by our ISO27001 accreditation and specific s12.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Our processes around Protective Monitoring are defined through our ISO27001 accreditation with particular reference to Section 16.
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
Our processes in relation to incident management are set out within our ISO27001 accreditation specifically section 16.

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

Social Value

Fighting climate change

Fighting climate change

As a managed service provider we see a greater need for specifically designed solutions to fit unique needs whilst keeping time, money and our planet in mind. We actively invest in R&D. We are open to suggestions and listen carefully to ideas. Our company try to continuously improve the way we operate. In our now hybrid workplace we are aware that video collaboration is saving us money on travelling cost and electricity with fewer employees in the office every day - our flexible working policy means we now have 58% of our workforce operating on a hybrid basis and a further 29% working from home full time, reducing commuting considerably therefore helping the planet by minimising our carbon footprint. We also want to take this one step further with our office spaces and are committing to driving change when opportunity allows. Therefore, when we open new offices or have the opportunity to relocate, we are keen to invest in sustainable building design where possible. We are committed to do what we can within each office space to be more environmentally friendly as a company, whilst informing employees on how they can help both when at work and from home. We use the social committee to inform and share tips on topics such as recycling and cleaning green spaces, as well as allowing for discussions for all to share their knowledge. Further details can be found in our Corporate Social Responsibility Policy, available on request.
Covid-19 recovery

Covid-19 recovery

Covid-19 recovery Covid-19 recovery
Flexible working options include working from home enabled those vulnerable and shielding to continue in employment. Further supported by a proactive programme of social interactivity online from organised quizzes to a beer and a film club. We also offer a weekly catch-up session during working hours for people to meet virtually and enjoy the equivalent of office-based water-cooler moments. Our core business has offered opportunities throughout the pandemic for our clients to work in new ways. Our primary schools were able to continue teaching and learning activity remotely, they could also communicate with parents and other groups and offer online-based well-being activity to connect communities. We not only provided the facilities and products to support this but free online training for schools to make best use of it. Our work with schools continues post-pandemic to offer those children (and families) who may not be able to attend school to continue learning.

Our unified communications product and services suite is designed to support a range of clients from the Ministry of Justice, to Healthcare provider and the commercial sector to offer safe, secure remote working facilities. This was invaluable during lockdowns and remains central to new and more efficient ways of working pos-pandemic.
Tackling economic inequality

Tackling economic inequality

In 2022 we are launching a graduate programme with Exeter University to foster new talent. This is an exciting opportunity to support young individuals with employment and training opportunities in our sector.
Equal opportunity

Equal opportunity

Equal Opportunity
We are an equal opportunities employer and recognise our obligations under the Equality Act 2010. We are actively opposed to any form of direct or indirect discrimination, harassment or victimisation towards employees or job applicants on the grounds of marital status, pregnancy, maternity, family responsibilities, race, religion, beliefs, nationality, ethnic origin, disability, age, gender or sexual orientation. We have made a commitment to support all our colleagues with disabilities, injuries, and long-term health conditions. One of the ways in which we achieve this is through improving accessibility within our offices and making reasonable adjustments to suit each employee’s individual needs. We have a zero-tolerance policy on racism and discrimination within our workplace. All individuals are selected, trained, promoted, and treated based on their relevant aptitudes, skills, and abilities without discrimination. No applicant or employee is disadvantaged by requirements or conditions that are not necessary to the performance of the job or which constitute unfair practice or discrimination. We make reasonable adjustments to roles & the working environment to help disabled employees and job-applicants. Further details can be found in our Corporate Social Responsibility Policy, available on request.


Wellbeing Wellbeing
At New Era Technology, we value the mental health and well-being of our colleagues and consider this to be a priority. We are continuously making improvements and taking active steps to ensure we foster a safe, supportive environment for all. We are committed to reducing the stigma surrounding mental health issues through raising awareness by offering training and holding virtual events and workshops. In addition to this, we offer a range of employee benefits to nourish the mental and physical health of our team including private healthcare and a cycle to work scheme. We have adopted the Employee Assistance Programme (EAP) offered by Health Assured. This programme enables employees to gain independent advice and support, including counselling free of charge from expert sources. We proactively support flexible working via our policy that recognises 3 types of working location; remote, hybrid and office, with considerable flexibility built into each. We work with employees to suit their needs (such as varied working times or part-time working) whilst maintaining business function. Flexibility is managed by team leaders and managers and we strive to enable our employees to achieve work-life balance and contribute as citizens. Further details can be found in our Corporate Social Responsibility Policy, available on request.


£50.00 to £500.00 a licence
Discount for educational organisations
Free trial available
Description of free trial
Full access to the service for 1month with a restricted number of UserLicences subject to agreement

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 jamie.cope@neweratech.com. Tell them what format you need. It will help if you say what assistive technology you use.