VITALHUB UK LIMITED

MyPathway

MyPathway is a digital patient-engagement platform connecting patients and carers with clinical teams through a patient app and clinical portal. It digitises and automates pathway-based interactions—appointments, questionnaires, messaging and self-management—using existing clinical processes. Integrating with PAS/EPR systems, it supports efficient communication while keeping all clinical decisions firmly with healthcare professionals.

Features

• Automated clinical pathways available digitally to patients and clinicians
• Patient portal available on web and mobile app

Benefits

• Cost /environmental savings from digital communications and reducing letters sent
• Savings from unnecessary appointments and reducing carbon footprint
• Improved clinical outcomes from higher patient questionnaire engagement
• DNA improvement saves cost and time for clinicians
• Improved administrative efficiency as less time spent on phone
• Improved patient experience by digitising resources, appointments and questionnaires
• Improved clinical safety with Waiting list prioritisation
• Increased patient choice, engagement and understanding of clinical pathway
• Access to patient analytical data for reporting and future planning

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

Framework

G-Cloud 15

Service ID

453259745888162

Contact

Mr. Colin Garrod
+442045833142
operationsuk@vitalhub.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Planned 4-week maintenance release schedule at ~05:00 causing up to ~15m downtime
• System requirements:
  • Web portal access: supported browser versions (Edge/Firefox/Chrome/Safari)
  • Native app: minimum iOS version 15.1, minimum Android version 7

User support

• Email or online ticketing support: Yes
• Support response times: Immediately by Email
• 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: We use the Freshworks web chat widget, which is already designed to meet core accessibility standards such as keyboard navigation and screen‑reader compatibility. Our testing has focused on validating that these features to work as expected for our users. While we haven’t run formal sessions with assistive‑technology users, we rely on Freshworks’ accessibility compliance and supplement it with our own practical checks to confirm usability.
• Onsite support: Yes
• Support levels: Priority and timescale; P1 (High): Full system outage – no users at all can use the system. Resolve 4 hours.; P2 (Medium): Partial system outage – a significant number of users are affected: Resolve: 1 business day; P3 (Low): Minor – a handful of users or a part of the system is not working to Specification: Resolve 3 business days; P4 (Query) : Minimal impact: Resolve 20 business days
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: The engagement process ensures the customers' intended use cases either; (a) are covered by standard MyPathway functionality, or; (b) requires any adjustments or configuration to meet customer needs.; GDPR and Information Governance requirements should be dealt with early, especially if the customer's procedures involve a cycle of approvals; we have standardised pro-forma documentation that can be used, or we can work with customers' documentation.; Where pathway automation is required, we have a team that can work with customer IT and clinical stakeholders to ensure data flow and automated pathway design can proceed smoothly using our experience from other deployments. In many cases, automation can take advantage of off-the-shelf pathway templates that can have new automated pathways up and running in days. Where data flows need to be refined, we will work with customer's IT; We provide training material to staff at the customers' site to include: How to use the Clinical and Admin Portals, how to onboard patients, how to interact with patients on the clinical portal, how to get access to data, and how to deal with support requests.; We can train members of customers' teams to be local experts to help with pathway design and user support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data extraction to alternate storage is proved upon request. Alternatively, data can be streamed or sent in batch to the customer’s own data warehouse at the agreed intervals.
• End-of-contract process: Export of encrypted data is provided on request. Once the data has been exported the infrastructure/ database in use is decommissioned and the data is destroyed.; Single-instance cloud-hosted so we don't really decommission infrastructure unless there's something customer-specific extra we can destroy in isolation
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: On request from the customer, documentation will be sent via email. Privacy policies are available via the application.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Responsive layout will change according to the screen dimensions.; Native app additionally supports offline views & long-term persistent login secured via device security options; ; Optional native app for patients which supports offline views of their information, but web portal can be used.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Web & native app patient portal; web clinical/admin portal for staff
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Patient portal tested for navigation & data entry through voice control (e.g. Microsoft Voice Access) & screen readers
• API: No
• Customisation available: Yes
• Description of customisation: Customers can specify communications templates, per-clinic/location templates for appointment information etc.

Scaling

• Independence of resources: Continuous load monitoring in production environments & proactive changes such as query & index optimisation to reduce overheads & keep system performance high.; Asynchronous processing via message queues used to minimise blocking operations, and message queue throughput/backlogs are monitored with automated alerts for slowness.; System spec/provisioning reviewed and upgraded as needed.

Analytics

• Service usage metrics: Yes
• Metrics types: Some customisable per-patient dashboards within the core platform, plus structured export of patient experience/outcome measures to data warehouses and anonymised into a charting system allowing users to set up their own dashboards
• Reporting types:
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Encryption of all physical media
• 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: Data Erasure

Data importing and exporting

• Data export approach: PDF for questionnaires, JSON for structured export of questionnaires
• Data export formats: Other
• Other data export formats:
  • PDF for questionnaires
  • JSON for structured export of questionnaires
• Data import formats:
  • CSV
  • Other
• Other data import formats: For limited specific tasks, no general upload mechanism

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • Other
• Other protection between networks: Secure transmission of HL7 messages over HSCN with stunnel as needed to add TLS 1.2 where clients can't support it natively
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: Security group management, RBAC & active monitoring within isolated private cloud network to restrict access to only approved users & only on required ports

Availability and resilience

• Guaranteed availability: Service downtime restricted to <2-minute daily maintenance window outside core support hours (early morning),; and a monthly maintenance release with up to 30 minutes' downtime outside core support hours (early morning).; Unplanned downtime/service unavailability treated as Severity 1 incident
• Approach to resilience: Automated capacity/usage monitoring via infrastructure team to ensure we keep ahead of capacity provisioning.; Data for ingest, and actions within the system such as outbound communications, are queued for asynchronous handling to ensure the service is resilient to third-party outages or system downtime.
• Outage reporting: Automated alerting from the service & monitors high-priority internal support tickets directly.; Onward reports of outages made manually through internal channels initially and then manually by email to designated technical contact per customer

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Patient users either fill out the email address & password associated with their MyPathway account and then go through SMS/authenticator MFA,; or sign in via NHS Login which completes MFA in the external flow and then matches to the registered MyPathway account on completion.; Staff users usually fill out email address & password & then go through SMS/authenticator/email MFA.; Some customers configure a single sign on route
• Access restrictions in management interfaces and support channels: Role-based access allows us to configure granular permissions for which actions can be carried out and which data can be viewed by a given user
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: Support team members with portal access follow the standard staff portal login process (username/password + MFA) & have roles assigned as appropriate.; System administrators with back-end access must be added to the individual environment explicitly & then must authenticate via company SSO + MFA to the appropriate VPN, then their SSO credentials (or matching SSH key) must be accepted on the environment

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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus, ISO9001, ISO14001, NHS DSP Toolkit (25-26) 8JF22
• Information security policies and processes: VHUK follows the corporate suite of ISO 27001, ISO 9001, NHS Cyber Essentials Plus, and UK GDPR–aligned information security policies, covering governance, access control, asset management, information classification, cryptography, HR and user responsibilities, incident management, operations and network security, physical security, supplier management, change control, design and development, business continuity, internal audit, non‑conformance, customer feedback, and document control. VHUK reports into the Global Security, Compliance, and Privacy governance structure, with local control owners accountable for UK execution. Compliance is ensured through mandatory training, control ownership, evidence collection, internal and external audits, supplier reviews, access reviews, incident response processes, and corrective action tracking.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: VHUK follows ISO 27001 & 9001, CE+, GDPR, & SOC‑aligned configuration & change management processes. All configuration items & service components are maintained in the corporate CMDB, with approved baselines applied & monitored for compliance.; All changes to infrastructure, applications, & configurations follow a formal ITIL‑based Change Management process, including logging, risk assessment, testing, review, & approval. Security & privacy impacts—such as PHI/PII, access control, vulnerabilities, & availability—are mandatory considerations.; Compliance is ensured through mandatory training, local control ownership, continuous monitoring, audits, CAB oversight, evidence collection, incident review, & corrective action tracking, ensuring controlled, secure, & auditable changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All servers are covered by a comprehensive monthly patching and maintenance schedule. Any important or urgent patches are applied out of schedule, with important patches within 2 weeks of a patch becoming available, and critical patches within 24hrs. Patches are always applied to Dev, UAT and Staging environments first to prevent issues with production environments.; Servers are actively monitored by a variety of tools including Spiceworks which highlight out of date software version numbers to the internal support team for action.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use tools to monitor logs and highlight potential compromises; anything discovered will be raised to a priority one ticket in our system and responded to within 1 hour. if there has been a compromise this will be remediated and logged as a security incident in our ISO 27001 based business management system in order that it is treated to prevent recurrence.
• Incident management type: Supplier-defined controls
• Incident management approach: VHUK follows an ISO27001 and CE+ aligned Incident Management Policy and Procedure to ensure incidents are reported, assessed, and resolved promptly to maintain secure and available services. All incidents must be reported immediately to management or the InfoSec Team. Incidents are logged with full details and initial actions taken. The InfoSec Team assesses severity and coordinates containment, eradication, and recovery, with high risk incidents escalated in line with corporate timeframes. Security incidents are recorded pursuant with ISO27001 procedures to support tracking, root cause analysis, corrective actions, and prevention of recurrence. Corporate Security provides oversight, with VHUK responsible for local compliance.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bristish Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 30 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Wednesday 30 July 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 6a42672e-b586-48b2-b6c9-f1f6c81c8129
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 42ba2f56-2d16-4cb1-925a-0d87644122b9
• Other security certifications: No

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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  • 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

    • 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
    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Understanding of the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of issues relating to entering the contract workforce

  • 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

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