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Civica UK Limited

Civica Clinical Pathways

Civica Clinical Pathways (formally InfoFlex) is specifically designed to provide clinical care pathway management solutions without the need for software programming. Any clinical specialty can be supported by the service.

Features

  • Configurable widgets
  • Device and browser agnostic
  • Care pathway tracking
  • Integrated patient portal
  • System Administration
  • Clinicically developed Interfaces
  • Flexible HL7 FHIR, XML, JSON Integration
  • Image capture
  • Scheduling; Digital dictation
  • Sophisticated access control and user management

Benefits

  • Improved clinical governance
  • Productivity and efficiency improvements through streamlining clinical and administrative processes
  • Support for shared care through elimination of data silos
  • Reduction in cost of capturing storing and sharing patient information
  • Supports implementation of national care protocols and associated care standardisation
  • Intuitive environment for ease of use
  • Streamlined patient care processes and empowerment of patients
  • Supports all PROM and PREM requirements

Pricing

£200.50 a user a month

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 g-cloud@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

4 7 5 4 8 5 8 4 7 2 4 6 9 1 4

Contact

Civica UK Limited Civica UK Limited
Telephone: +44 (0) 3333 214 914
Email: g-cloud@civica.co.uk

Service scope

Software add-on or extension
Yes, but can also be used as a standalone service
What software services is the service an extension to
The software can be used as an add on or extension to EPR software
Cloud deployment model
  • Public cloud
  • Private cloud
Service constraints
No
System requirements
  • Dependent upon the requirements of the solution
  • Production database server with SQL Server installed
  • A production interface server
  • File server/share
  • Production webserver
  • Testing versions of these servers

User support

Email or online ticketing support
Email or online ticketing
Support response times
Level 1: 1-2 hours
Level 2: 2-4 hours
Level 3: 5 days
Level 4: No fixed response time
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
Level 1: for situations where a fault is affecting the operation of the whole Software and thus rendering it inoperable and no immediate workaround is available;

Level 2: for situations where important features of the system are unavailable and/or there is restricted use of any of the modules, which are not working correctly. Thus the Software is operational but has restricted use;

Level 3: for a situation that is considered an inconvenience rather than a restriction to the users of the Software; Level 4: for queries relating to the use or implementation of the Software or documentation where such a query is capable of being answered by the Customer’s own staff; requests for added or varied functionality; and queries and requests relating to the Software design and “look and feel”.
Support available to third parties
No

Onboarding and offboarding

Getting started
Training courses and training manuals are available for all aspects of the service.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Full access to all recorded data is available through the sophisticated data extraction tools within Civica Clinical Pathways. This includes full SQL access to all data tables.
End-of-contract process
Prior to the end of contract, it will be the customers responsibility to extract any data in the system, utilising the standard export tools provided with the application. It is the customers responsibility to ensure any data required is extracted prior to the date of contract termination. Should the customer require any assistance with data extraction, then assistance can be provided at the then standard daily consultancy rate. Within 24 hours following contract termination, all data held on the systems and any backup data held will be deleted in its entirety, in line with Civica’s data security policies, agree in contract with the customer.

Upon contract expiry we would typically work with a client to manage the transition to other systems. This includes data extraction and the general management of the exit process. General “within product” extractions are included. Any additional data extract work or management would be chargeable.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
Android
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Certain admin functions require the desktop application.
Service interface
No
User support accessibility
None or don’t know
API
Yes
What users can and can't do using the API
Further information is available upon request
API documentation
Yes
API documentation formats
Other
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
Users can customise any aspect of the service using the Civica Clinical Pathways design management and document generation tools.

Scaling

Independence of resources
Appropriately sized, dedicated environments are deployed per customer.

Analytics

Service usage metrics
Yes
Metrics types
Retrieval and Access volumes, statistics, concurrent system usage, system availability
Reporting types
Reports on request

Resellers

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
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
Data sanitisation process
Yes
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
Data can be exported in multiple ways. These include structured reports, file extracts in definable formats, outputs to third party applications e.g. MS Excel. The InfoFlex Table Viewer also provides access to all recorded data through read only SQL views. All data recorded in Civica Clinical Pathways is available to be exported using these tools.
Data export formats
  • CSV
  • Other
Other data export formats
  • HL7
  • XML
  • JSON
  • PDF
  • .DOC
  • FHIR
Data import formats
  • CSV
  • Other
Other data import formats
  • HL7
  • XML
  • FHIR
  • JSON
  • .DOC
  • PDF files can be uploaded and attached to patient records

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
Civica's standard service hours are 24x7, during which time we guarantee an availability of 99.5% (excluding any planned maintenance). Should the service availability not be achieve then a service credit regime will come into force.
Approach to resilience
Available on request.
Outage reporting
Infrastructure is monitored 24x7, and any outages will be recorded on an event management solution and managed in accordance with our Incident Management process, which will ensure the customer is notified as appropriate.
Scheduled maintenance will occur outside the hours of 07:00 and 19:00 Monday to Friday excluding English Bank Holidays. Maintenance will be arranged with a minimum of 3 working days’ notice, and will include a detailed description of the planned works, planned outcomes, and a detailed back-out plan, unless otherwise stated.
Both planned and unplanned outages will be included in standard service reports.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
Access restrictions in management interfaces and support channels
Two factor authentication.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)

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
User-defined
Access to supplier activity audit information
Users have access to real-time 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
Yes
Who accredited the ISO/IEC 27001
ISOQAR
ISO/IEC 27001 accreditation date
07/11/2023
What the ISO/IEC 27001 doesn’t cover
NA
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
Yes
Who accredited the PCI DSS certification
EMEA Global Compliance and Risk Services
PCI DSS accreditation date
17/07/2020
What the PCI DSS doesn’t cover
Civica UK's certificate is Level 1 - Service Provider.
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials Plus
  • ISO22301
  • DSTP (NHS Service Provider
  • PCI-DSS
  • DSPT (Data Security and Protection Toolkit)

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
Information security policies and processes
In order to provide a wide range of services to public and private sector organisations, Civica maintains an active information security programme. This programme requires regular internal and external audit inspection of both physical and logical data protection structures. The policies and procedures are aligned to ISO 27001 and Cyber Essentials Plus certifications.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
All hosted assets metadata is stored in a Configuration Management Data Base. This data base is access controlled to authorised staff only. The CMDB provides information essential to the secure hosting of client critical services.
Civica's Change Management process ensures that all changes are considered and planned, and appropriate, and that there is a clear audit trail of all changes.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Civica has vulnerability management processes in place for ISO27001 and PCI-DSS. These processes are externally audited on an annual basis to ensure continued compliance.
For external vulnerability scanning, Civica employs the services of an external ‘CHECK’ approved provider to perform an annual penetration test against the external management IP interface. Supporting this, Civica is also certified to the CESG approved Cyber Essentials scheme. For high value financial hosted system, Civica also maintains a PCI-DSS v3.2 certification. In scope systems are subject to month internal and external vulnerability scans as well as a full penetration test twice a year.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Civica take a proactive approach to information security through a process of continual monitoring and review. As part of a documented risk assessment methodology to identify and manage information security risks a dedicated security team update the risk register monthly.
Civica has a network monitoring solution in place ‘OpsView’ as well as a full antivirus and anti-malware solution. These technologies check the hosted services for errors, infections and unexpected network traffic and are support by Cisco IPS/IDS at the perimeter layer. This monitoring service provides defence in depth, against compromise, by detecting infections and suspicious networking activity within the environment.
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
Civica have developed an Incident Management process (PRM07) under ISO 20000 standards which details both the Incident and Service Request Management processes.
The Civica Service Desk manages end user Service Requests, Incidents and Requests for Change (RFCs) which can be logged by telephone and web portal.
Monthly customer reports will detail incident information.

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
  • Public Services Network (PSN)
  • NHS Network (N3)

Social Value

Social Value

Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

As a company, we’ve made an ambitious commitment to achieve Net Zero Carbon emissions by 2040 (or sooner) by supporting our customers net zero ambitions, creating software with inbuilt sustainability and reducing our own impact.

Our Carbon Reduction Plan demonstrates our ambition to become industry leaders in reducing our environmental impact in support of the UK’s Net Zero Target. Underlining this ambition, we are focusing not only on our direct emissions sources but also actively engaging with our wider supply chain to understand, measure and develop meaningful emissions reductions targets in line with our Net Zero Target.

We are accredited to the ISO14001 Standard and to support delivery of our commitment our Environment, Social Value and Governance provides clear focus for the ongoing development of our environmental policy.

We develop innovative software-based services that reduce power requirements.

We help customers opt for more sustainable choices, through digital platforms/apps which remove paper, support flexible/agile working, underpinned by cloud-based services employing energy efficient technology.

We support carbon neutrality with workforces/facilities to reduce carbon consumption over 10-years.

We prioritise the use of green energy in Civica owned facilities within the next 10 years.

We promote recycling through our ‘Zero to Landfill’ and ‘Zero Print’ schemes.

Our commitment to continue to promote with employees and customers a much greater responsibility and leadership in eliminating unnecessary single-use plastics; we will continue to look to make more innovative and systematic changes to further reduce our use of single-use plastics across the organisation and to openly share our outcomes and learnings.

We undertake SECR Streamlined Energy and Carbon Reporting on our environmental footprint and the progress we are making to becoming Net Zero.

Our commitment to fighting climate change will help deliver the policy outcomes for fighting climate change under PPN 06/20.

Tackling economic inequality

Civica is committed to building an inclusive and diverse culture that tackles inequality in employment, skills and pay. We promote equal opportunity through all our activities and ensure rights for all employees are always protected. We are listed as a 2020 Financial Times Diversity Leader and we are a ‘Gold’ Investors in People company.

We have increased our focus and commitment to ensure we proactively implement equal and non-discriminatory treatment to all our workers. We have implemented a Diversity & Inclusion Strategy and have a Diversity and Inclusion Lead to drive the implementation of this strategy. This aims to tackle inequality in recruitment practices, team development, skills and pay through the following actions:

We are a Living Wage accredited employer.

We recruit locally to where services are delivered.

We are committed to developing the skills of young people near our client’s businesses e.g., for a local authority, we have developed a programme of engagement workshops for young people with the potential for digital work experience.

Our staff act as mentors for Youth Enterprise schemes in schools/universities.

We are a member of the 5% club, an industry-led initiative focused on creating momentum behind the recruitment of apprentices into the UK workplace.

Over 2.5% of our workplace is made up of apprentices or graduates and we intend to increase this to 5% by the end of 2025.

We provide our own apprenticeship programme for managers, giving them access to training and development that may not be accessible outside the workplace.

Our commitment to building an inclusive and diverse culture will help deliver the policy outcomes for tackling economic inequality under PPN 06/20 and will dramatically improve job prospects and increase earning potential for the young and job seeking communities.

Equal opportunity

Civica is committed to providing equal opportunities and building an inclusive and diverse culture. The more diverse our workforce, the more informed the decisions we can make for our customers, supporting the communities in which we work.

We are proud to have been ranked as one of the top European companies for workforce diversity and equality, as chosen by in the Financial Times in 2020.

We are committed to building and maintaining an inclusive and supportive culture where diversity thrives:

To ensure our recruitment practices support the attraction and hiring of diverse candidates, all vacancies are advertised on multiple Diversity & Inclusion platforms.

We run attraction campaigns targeting females and BAME applicants. We use a process of anonymised applications, competency-based questions and scoring to remove bias. We also use decoders to ensure job advertisements use gender and culturally neutral language. We also ensure mixed panel interviewing.

We advertise vacancies on https://disabilityjob.co.uk/ and share diversity statements on all job adverts.

We have made training on diversity and inclusion mandatory.

We aim to ensure increased diversity of new starters in technology/sales/leadership roles by 10% per annum over the next 3 years.

We aim to ensure that at least 50% of shortlisted people are being considered from a diverse background for roles above £35k.

We promote affinity groups within the company who represent a group of people linked by a common characteristic, often underrepresented, or historically excluded, which acts as a ‘safe space’ for such individuals. This identity could be related to race, gender, sexual orientation, language, nationality, physical or mental ability, socioeconomic class, family structure, religion, amongst others.

Our commitment to providing equality of opportunity will support the delivery of the policy outcomes for equal opportunity under PPN 06/20.

Wellbeing

Civica actively promotes a mentally healthy workplace and workforce integrating mental health and general wellbeing in all that we do from recruitment, appraisals to strategic management.

Through our Health and Wellbeing Policy and 40+ Mental Health Champions we encourage a flexible and realistic work/life balance. Our HWP provides a foundation to support both the mental and physical health of our staff through:

Employee Assistance Programme and online Wellbeing Hub, which provides 24/7 access to websites, e-mail, phone and face-to-face counselling on all personal issues.

Aviva DigiCare+ Workplace App providing external mental health consultancy.

Mental Health Champions who support colleagues’ wellbeing in the workplace.

RedArc Personal nurse service.

Management Coaching - managers are trained in GROW (Goals, Reality, Options and Will) and in being Health and Wellbeing Advisors, supporting employees with mental/physical health needs.

Health assessments/advice aimed at improving physical health.

Cycle to Work scheme to aid physical and mental health.

Weekly fruit drop for offices, encouraging a healthier diet.

We provide free eye tests for all VDU users, encourage staff to take advantage of NHS flu vaccinations services, and support people wishing to use the NHS Stop Smoking Service.

We also support our customers’ and communities’ through The Civica Foundation, our home for all charity, community, volunteering and social value. Our Days of Difference initiative gives every Civica employee 3 days a year to make a difference to charitable or community causes. Our employee’s can use this individually, join-up as a team or take part in Civica coordinated events.

Suppliers/subcontractors are subject to Civica’s Sub-contractor Selection Process as defined in our ISO9001 QMS, which includes criteria for assessing health and wellbeing policies.

Our commitment to providing equality of opportunity supports the delivery of the policy outcomes for Wellbeing under PPN 06/20.

Pricing

Price
£200.50 a user a month
Discount for educational organisations
No
Free trial available
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 g-cloud@civica.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.