Optum Health Solutions (UK) Ltd

Population Health Management (PHM) and Strategic Transformation Services

Optum UK uses advanced analytics, data science, digital products, transformation and advisory services to help make health and care systems work better for everyone. Optum combines comprehensive population health analytics capabilities and products to support transformation by giving you the tools and skills to develop, test and scale PHM.

Features

• Provides total cost of care for outcome-based finance and contracting
• Design and develop capability for your integrated system intelligence function
• Develop linked data solution for secondary use with re-id capability
• Segmentation,Risk Stratification,Predictive analytics, Projection,Impactability Modelling,Evaluation
• Surfaces insights on costs, activity, and workforce to improve decision-making
• Evaluation readily uses retrospective matched control methodology to drive value
• Adoption of digital solutions, e.g. electronic patient records (EPRs)
• Leadership coaching at System, Place, PCN/neighbourhood, and analytics teams
• Strategic advancement, change management and organisational development support
• Waitlist management, A&E use, non-elective admissions, health inequalities solutions

Benefits

• Address inequality through insight into wider determinants of population
• Sustainable workforce support and capability development
• Suggests specific high-impact populations or cohorts to target first
• Lays the foundation of value-based care with total cost
• Customisable assumptions on desired future state compared to ‘do-nothing’
• Measures effectiveness of your interventions using robust evaluation
• Increases capacity for analysts with rapid access to insight
• Provides better, faster access to whole-population data
• Configurable to any Electronic Medical Record or linked dataset

£400 to £2,500 a unit a day

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

Framework

G-Cloud 14

Service ID

451433139647705

Contact

Victoria Underhill
02071210560
businessdevelopment@optum.com

Planning

• Planning service: Yes
• How the planning service works: We co-design with clients structured and flexible programme of work and provide coaching to build and embed value focused approaches with a goal to strengthen neighbourhood teams and primary care.; This includes:; • Support individual leadership skill and capability; • Aim to create a sustainable workforce through skill building and capability development; • Working with system teams to accelerate system infrastructure and intelligence functions; • Providing a space for system teams to leverage data, define cohorts, outcomes of interest and test and measure the effectiveness of interventions.
• Planning service works with specific services: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to respond within an hour to all queries. Our SLAs and priority allocation is included in the User Support section. At busy times the priority of the issue will be applied when determining a response and resolution. Issues are "ticketed" in the order received and customers will receive an automated reference number from our system, including email where we may not have spoken to the customer at that point. Our current performance is 98% of all issues responded to.
• 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: The service desk is accessible via email or phone. Our telephone system targets are to answer calls within 45 seconds and our email support is designed so customers receive an automated response to recognise that their mail has been received by the service, prior to the initial agent contact. We offer support across all our products based on 4 priority levels. 1. Response 1hr, resolution target 8hrs - for major disruption impacting many customers or more than one element of the service, or any clinical risk related issue. 2. Response 2 hrs, resolution target 2 working days - for major disruption impacting one element of the service. 3. Response 4 hrs, resolution target 5 days - for general support issues where impact is minimal. All service requests sit under this category. 4. Response 8 hrs, resolution target agreed with customers for non urgent issues with little business impact. Users are provided with a unique reference number and our objective is to resolve on first point of contact if possible. Our targets are to achieve 95% on response and 85% on resolution.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 28/10/2011
• What the ISO/IEC 27001 doesn’t cover: All controls are applicable within the Statement of Applicability
• 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: Data Security Protection Toolkit

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  We are committed to reducing our carbon emissions through the following:; ; • Liaising and communicating with customers remotely, removing unnecessary travel where possible, promoting digital transformation and sustainable remote working practices. ; • Meetings are conducted virtually through Microsoft Teams whenever appropriate, and collaboration can be supported by a range of digital tools to enable effective virtual working. ; • We support national/local Green Prescribing initiatives.; • For all solutions, we follow a Cloud First Principle, aligned to interoperability with clinical systems to support green patient initiatives. ; • Complying with NHS Technology Code of Practice – making digital healthcare technology sustainable.; • Providing data visualisation tools and on-demand analytics system, reducing need to print.; ; Optum recognises the important role the environment plays in the health of communities and have set a science-based target to reduce emissions, reduce paper usage and leading systemic change to decarbonise the health care industry. ; ; We are focused on:; • Reaching operational net-zero emissions by 2035.; • Achieving a 60% reduction in scope 1 and scope 2 emissions by 2030.; • Investing in and sourcing 100% of our global electricity demand with renewable sources by 2030.; • Our path to net-zero operations.; • Our 2022-sustainability-report has been published and publicly available. ; • Optum has completed the Evergreen Sustainable Supplier Assessment which enables us to engage with the NHS on our sustainability journey and ensure alignment with the NHS net zero and sustainability ambitions. ; ; We have a commitment endorsed by Optum Board Directors and an action plan developed in accordance with the requirements and timescales set out in the NHS Net Zero Supplier Roadmap and ratified by Optum UK Board. We have a published carbon reduction plan for Scope 1 and 2 emissions and a subset of scope 3 emissions.

  Covid-19 recovery

  Optum continues to support recovery from the impacts of Covid-19. ; ; During Covid we supported NHS England with rolling out vaccination programmes for our NHS customers by providing voluntary support from our clinical team and project managers. ; ; We adapted the National Population Health Management Development Programme from face-to-face delivery to an entirely virtually delivered programme, to ensure it could be used as a key enabler of recovery, identifying at-risk cohorts and addressing waiting list backlog as examples. This virtual shift enabled health and care professionals from across Systems to continue to participate and created an action led thinking environment for teams to focus on proactive care delivery models. With participants reflecting on the positive impact of being supported to think about Health and Care provision beyond Covid. ; ; We are driven by our values and mission of “Helping make the health and care system better for everyone.” In the UK, this has largely manifested by helping ICSs to use a PHM approach to identify, focus on and address unwarranted variation in outcomes for their populations through collaboration, integration and transformation to achieve sustainable care delivery, and supporting a stronger workforce. We use PHM to address some of a health and care system’s greatest challenges: Elective Recovery, Tackling Health Inequalities, evaluating impact on wider determinants, and using Whole System Projections to ensure sustainable financial and economic systems. ; ; COVID-19 has highlighted the growing disparity in health outcomes between population groups and communities across England, magnifying the impact of deprivation and isolation on people’s health and wellbeing. We are committed to working in partnership with ICSs and through advanced analytics, support teams to develop interventions that address the emerging inequalities across their populations. ; ; Internally we encourage workplace conditions that better support the Covid-19 recovery effort.

  Tackling economic inequality

  At Optum, our Social Responsibility mission is “Helping Build Healthier Communities”. We combine our knowledge, experience and passion to improve health of our local communities through our people and partners. Optum firmly believe economic inequalities lead to health inequalities. Technology skills are increasingly important to enable people to make best use of new digital services and take control of their healthcare.; ; Optum hosts both regional and home-based roles ensuring that we create nationwide job opportunities.; ; All employees at Optum are encouraged to take part in volunteering activities, including employees working under contracst. Staff are supported to volunteer during working hours where appropriate. Logged volunteer hours are matched with donations to charity, creating a culture of volunteering as well as enabling us to measure the hours spent supporting schools and other causes. Optum also seeks opportunities to work with customers to support local initiatives and offer services such as coaching, mentoring and skill development. ; ; Alongside local community skills development, Optum continue to address economic inequalities:; 1) Optum’s UK leadership team promote DEI agenda - our teams come from diverse backgrounds, spread across UK, with high percentage in flexible, work from home roles. ; 2) Reducing Gender Pay Gap – promoting flexible working policies, ensuring women represented in our senior teams.; 3) Continued development investment in employees’ technology/business-related skills.; 4) Regularly encouraging employee volunteering in communities we contract/live, supported by financial incentives for employees to donate back to charities. Current UK initiatives:; • 10 Volunteers (2023/4) support TutorMate, ChapterOne’s flagship programme, aiming to boost reading skills in young readers. ; • 2023 – founding partner of Paddington Life Sciences partnership with shared commitment to generating healthcare innovation, alongside health, economic and social value.

  Equal opportunity

  Embracing a range of people and perspectives magnifies our individual and collective contributions ; ; We are committed to providing equal opportunities and avoiding unlawful discrimination in employment and against customers. We make reasonable adjustments to overcome barriers to using services. All companies who provide a service to Optum are obliged to address barriers that may impede people with impairments from accessing a service.; ; We are compliant with UK government requirements and report on Gender Pay Gap (GPG). We continue to focus on our talent strategies to provide opportunities for all, ensuring practices support inclusion and diversity.; ; Internal compliance and ethics policies prohibit discrimination against protected characteristics regarding our employees, customers, business partners, supply chain, vendors, stakeholders. ; 1. Our 2024 People strategy/roadmap includes key focus areas:; a. Current state diagnosis regarding career development, mobility, inclusion, diversity, equity, psychological safety/trust.; b. Pay programme/policies analysis, including reward drivers from a gender/salary grade perspective, pay/rewards at hire, promotion.; c. Development of internal labour market maps/projections for UK populations highlighting areas/actions are needed to reduce GPG/increase gender diversity. ; ; 2. Our Ireland Health Care Sponsorship Programme was shortlisted for Social Mobility Initiative of the Year category and our Optum Women’s ReBoot Internship Programme was shortlisted for Diversity in Tech Initiative of the Year in the European Diversity Awards, awards we have sponsored in 2023 and 2024. ; ; 3. We have established a local, internal coaching network to support development of our staff especially female leaders in non-executive roles. ; ; 4. 50%+ of leadership succession plans have at least one female successor identified. We have new/stronger external partnerships focused on core diverse talent pipelines/networks:; a. Partnership with a UK-based external search partner to develop diverse talent pipelines for executive/STEM leadership roles.; b. Partnerships with SheCanCode, Women of Silicon Roundabout, and STEM Women – supporting events/deeper engagement/mentoring/coaching with these networks.

  Wellbeing

  Our employees have access to a wide range of wellbeing and employee assistance programmes. This includes a series of wellbeing activities, seminars and events available for all our team members, with recent topics covering eating disorder awareness, a gym/fitness series, menopause seminar, relationships and connections activities. Furthermore, our staff benefits include Gym membership discounts and medical insurance.; ; To help us fulfil our social value obligations, the Employee Community Council (ECC) - our structured group of Optum employee-volunteers – supports Optum’s mechanisms and processes by facilitating a range of activities and events every year that align with our social values. ; ; We also encourage our team members to be involved in volunteering activities as this is shown to improve personal wellbeing and is supported by the business and we hold wellbeing ‘lunch and learns’ where all employees can join virtually, as well as send out weekly newsletters from the ECC ; ; Our company supports all employees who take part in fundraising events or volunteering, both for nationally recognised charities but also for more local volunteering in their local community. This is supported by means of a 100% company “match” on any charitable donations. For volunteers, the ability to track hours and earn a donation towards the individuals preferred charity is available, with donations available from the first hour of volunteering.; ; These initiatives promote community work and charitable giving; enabling employees to positively impact communities they care about; these opportunities are available to all employees delivering any contract through this framework.

Pricing

• Price: £400 to £2,500 a unit a day
• Discount for educational organisations: 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 businessdevelopment@optum.com. Tell them what format you need. It will help if you say what assistive technology you use.