HEALTH AND CARE INNOVATIONS LIMITED

Digital patient education, remote monitoring and care pathways for multiple conditions & treatments

CONNECTPlus is a platform that supports patients to manage all their conditions and treatments at home to reduce waiting lists and reduce demand on your health system.

Tailored to your care pathways delivering patient education, remote monitoring, virtual wards, Long Term Conditions, PIFU, waiting well, women's health-hubs, procedures, surgery, rehab.

Features

• Patient information for any condition and treatment pathway
• Add any condition, localised to your own pathway requirements
• Full use of our 1,000+ NHS approved patient facing videos
• Realtime remote monitoring tools, trackers, PROMS, surveys
• Bluetooth/API integration with wearable devices eg blood pressure
• Digital pathways prescribe education, activities, monitoring, medications
• Delivers education, exercises, prehab and rehab programmes
• Multiple language versions of all content to support EDI
• Clinician facing dashboard supporting local triage needs
• DTAC, Cyber Essentials Plus and IASME

Benefits

• Enables increased selfcare and independence by patients at home
• Reduces demand & increases capacity - fewer appointments and calls
• Enhances disease management and symptom control to reduce demand
• Increases productivity by focusing on patients in greatest need
• Visibility for HCPs for remote triage, prehab, rehab
• Enables PIFU, virtual wards, elective recovery, waiting well
• One app for all conditions and treatment pathways, simplifying delivery
• Personalises care. Multiple languages support all populations
• Supports Net Zero by 2040 by reducing the Carbon Footprint
• Operates across the ICB footprint: Primary, Secondary, Community, Pharmacy

£0.32 to £36 a user a year

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 richard@hci.digital. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

452943201727576

Contact

Richard Wyatt-Haines
+44 (0)330 053 1862
richard@hci.digital

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None other than planned maintenance when required
• System requirements:
  • Modern web standards compliant browser or platform
  • Internet connection required for initial load of data

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response to queries during business hours 9am to 5pm Monday to Friday within two hours
• 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: We provide a single layer support level which is included in the cost. Additional client support is charged at £500/day.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Online training and user documentation included. ; Onsite training available at an additional cost.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract clients are able to export content that is specific to them and their service.; ; Patients are able to download their data.; ; Data deletion at a patient request will be undertaken within the standard NHS criteria.
• End-of-contract process: In the event that a renewal is not agreed:; ; It is the responsibility of the client to notify patients in advance that the service will no longer be available.; ; Patients and users will be given 30 days after the end of the contract to download their data in a secure manner.

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
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The CONNECTPlus patient platform is a React Native app.; ; The Clinician Dashboard is a responsive web application, which adjusts based on screen size/resolution.; ; Web application version does not send out reminders
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The CONNECTPlus app interface enables patients to access health information and record details about their health which are shared with their clinical teams via the Clinician Dashboard. ; ; The Clinician Dashboard is a clinical and administrative interface for staff to add and edit content and access patient information. It also enables the creation and distribution of push messages. Staff admin rights can also be allocated.; ; The Content Management System allows staff to enter and edit content in the patient facing app.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Screen readers and diction
• API: Yes
• What users can and can't do using the API: Available for custom integration with third party systems. A rate limit may be applied.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The CONNECTPlus app can be configured is multiple ways to meet local healthcare needs. These include:; ; - Addition of any conditions and treatment pathways to meet your local needs; - Enter your own content in every condition and treatment pathway and use our existing content; - Create your own digital treatment pathways to guide patients; - Create your own prehab, rehab, recovery, waiting well, PIFU etc programmes; - Select the videos you want to add form our own 1,000 + videos or your own; - Create your own symptom trackers, PREMs and PROMs, surveys, feedback scores as required for each condition, or slectct from our library; - Add connections to devices such as Garmin, Fitbit, Omron; - Provide signposting to local healthcare services; - Details of your clinic locations; - Details of your members of staff; ; All configurations can be selected by the customer at anytime during their licence period.

Scaling

• Independence of resources: The platform infrastructure is elastic based on usage metrics and server performance which allows the platform to auto scale-out and scale-up based on demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics include:; ; Key performance measures that we report are:; - Users; - Daily/weekly/monthly downloads and usage; - Repeat visits; - Activity time; - Device; - Bugs; - Service availability; - Complaints; - Metrics on PROMs and symptom trackers; - Data for analysis re individual and group experience across single and multiple conditions for service design and preventative health agendas; ; We can provide other data subject to agreement.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Organisations can extract all data by exporting to CSV or PDF
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats: No upload permitted

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 - 99.9%; Excludes downtime for scheduled maintenance
• Approach to resilience: The platform is hosted on Amazon Web Services data centres utilising many elastic services such as RDS and Beanstalk which allows the service to use multiple servers in different locations if there is an outage / service disruption in one centre.; ; Daily back up snapshots taken.
• Outage reporting: Email alert to registered users

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Administrative rights granted by other administrators and restricted by individual permissions.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: Yes
• Other security certifications: Yes
• Any other security certifications:
  • DTAC
  • DPIA
  • DSP Toolkit
  • IASME

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials,; Cyber Essentials Plus,; DTAC,; Data Security and Protection Toolkit,; IASME,
• Information security policies and processes: Data Protection Policy,; Data Security Policy,; Data Network Policy,; Data Record Keeping Policy,; Data Protection Impact Assessment Procedure

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All code is managed in our source repository which gets reviewed and versioned prior to release.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are monitored through multiple internal and external sources.; ; Patches and hotfixes are assessed by severity.; ; We would respond within 6 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use AWS services for intrusion detection and regular automated vulnerability scanning and aim to deploy fixes within 6 hours.
• Incident management type: Supplier-defined controls
• Incident management approach: Clients can report incidents via telephone or email.

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: PDS FHIR API

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  Our intervention contributes to the NHS Net Zero carbon reduction programme through reduction in emissions:; - Reducing the number of in person visits ; - Reduction in staff travel to appointments; - Improved business processes through pathway redesign; - Reduction in the use of medicines as a result of more precise interventions and fewer complications; - Reductions in in-patient hospital visitor numbers; - Care being delivered closer to home.; ; We are working with University of Exeter and others to determine how our tracking tools can be used to measure the savings made.

  Covid-19 recovery

  By implementing our services we enable our clients to:; - Reduce their waiting lists ; - Reduce the number avoidable appointments with clear signals of where patients are in need.; - Reduce the number of outpatient visits; - Help reduce admissions ; - Reduce number of overnight stays per year. ; - Reduce the number of helpline phones calls; - Carry out follow up appointments virtually. ; ; We always target 10:10:10 and a 6x payback:; - 10% reduction in appointment numbers; - 10% reduction in call numbers ; - 10% Reduction in waiting lists; ; But we often achieve more, for example:; - Reduced waiting times from 3 weeks to 1 week to start medication.; - Helpline calls down by 42.8%; - 87.5% reduction in weekly medication clinics (from 4 hours to 30 minutes); - 62% of new start patients educated remotely through the app, and only 8% needed a phone call ; - 75% reduction in rheumatology medication appointments; - £110,000 of savings in a colonoscopy unit undertaking 5000 procedures a year.

  Tackling economic inequality

  Traditional diagnosis pathways are slow and require multiple visits to hospital. This requires time off work which has an impact on patients and carers. We reduce the demands on patients and their carers.; ; The cost of living crisis also impacts the cost of fuel which can be avoided with this technology.

  Equal opportunity

  Health inequalities are avoidable, unfair, and systematic differences in health between different groups of people. Our work supports ‘Core20PLUS5’ and the ‘NHS long term plan’ in tackling inequalities and improving health outcomes for our population. ; - We promote equal and greater access to high-quality care by offering it to a wider population and reaching patients in remote areas.; - Our aim is to enable you to provide the same overall service independent of background potential inequalities/barriers and to support hard to reach audiences.; - Reduces translation costs and enables you to deploy valuable clinical to other areas of care.; - Provides information to people with low literacy skills and in deprived communities in a multimedia format to aid understanding.; - Supports people from ethnic minority communities with information in their preferred language.; - Content available to address the 5 clinical areas of focus.

  Wellbeing

  We believe that an educated patient is a better patient who makes less demand on their health system, and who is more independent and more confident in managing their conditions and treatments.; ; We deliver well-being through education and information and by enabling patients to be supported remotely at times when they are greatest need.

Pricing

• Price: £0.32 to £36 a user a year
• Discount for educational organisations: No
• Free trial available: 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 richard@hci.digital. Tell them what format you need. It will help if you say what assistive technology you use.