Primary Care Demand Management
The Primary Care Demand Management (PCDM) tool provides support to accurately predict demand, allowing workflows and workforce to be adjusted appropriately, leading to patients receiving the best care at the right time. This enables Population Health Management live and at the point of care delivery across GP practices and PCNs.
- A fully configurable record of staff capabilities, confidence and proficiencies.
- Patients are stratified into configurable groups for the care allocators
- Matches the patient problem to the 'best practitioner'
- Configurable signposting tool for receptionists to redirect patient problems appropriately
- Frequent action buttons take receptionists to the right solution immediately
- All problems and resulting practice activity recorded in a dataset
- Accurate demand prediction and analysis indicates adequacy of planned staffing
- Finds differences in clinical practice and appointments booked by clinicians
- Identifies work done, by whom, how effectively and associated costs.
- The workforce planning tool presents staffing levels weeks in advance
- Patient needs are directed to the correct practitioner every time
- More efficient and targeted care is offered to specific groups
- Triage is standardised, consistent and optimal regardless of receptionist experience
- Some patient needs are directed to more appropriate care providers
- Supports receptionists and record all the work they do
- We discover precisely what patient problems the practice deals with
- Practices know they have enough staff to meet patient needs
- Practitioners can agree and learn their best ways of working
- Redesign systems to be more effective and at lower cost
- Allows the reallocation of your limited resources to meet need
£0.01 to £0.50 a licence a year
Request an accessible format
4 8 7 5 2 1 0 0 5 0 5 2 4 0 9
Optum Health Solutions (UK) Ltd
- Software add-on or extension
- What software services is the service an extension to
- Extension to EMIS and SystmOne
- Cloud deployment model
- Private cloud
- Service constraints
- System requirements
- None - all on a Private Cloud
- Email or online ticketing support
- Email or online ticketing
- Support response times
- We aim to respond within 24 hours 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.
- User can manage status and priority of support tickets
- Phone support
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- Onsite support
- Yes, at extra cost
- 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.
P1. 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.
P2. Response 2 hrs, resolution target 2 working days - for major disruption impacting one element of the service.
P3. Response 4 hrs, resolution target 5 days - for general support issues where impact is minimal. All service requests sit under this category.
P4. 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.
- Support available to third parties
Onboarding and offboarding
- Getting started
Learning materials include:
- User guides
- FAQ documents
- Service documentation
- Documentation formats
- End-of-contract data extraction
- Users can extract any data generated by the application through the standard export/download options available within the application. At the end of the contract users will have a grace period to extract any data before their access is disabled and any remaining data deleted from our systems.
- End-of-contract process
- As part of the end of contract process we would provide access for a grace period to allow users to export any data they may want to have access to going forwards. At the end of the grace period all data will be destroyed and a data destruction certificate will be provided to the client. Removal of software on the practice machines is not included as part of the off-loading process. Instructions are provided to users on uninstalling PC based elements.
Using the service
- Web browser interface
- Supported browsers
- Microsoft Edge
- Application to install
- Compatible operating systems
- Designed for use on mobile devices
- Service interface
- User support accessibility
- None or don’t know
- Customisation available
- Description of customisation
- The PCDM tool is localised by each practice. Practice users can customise the features within the software that are activated for the GP practices, ie. segmentation and navigation rules. Local administrators can customise.
- Independence of resources
- The services are designed with scalability as an architectural requirement. All services are monitored to ensure that response times etc. are kept within SLAs and are scaled up as and when required. Services throttling can also be used to limit the service throughput so that the resource consumption (memory, processor, disk, network, etc.) in the system is at an acceptable level.
- Service usage metrics
- Metrics types
- Details of service availability, number of tickets raised, incident response and resolution KPIs.
- Reporting types
- Reports on request
- Supplier type
- Not a reseller
- Staff security clearance
- Other security clearance
- Government security clearance
- Up to Developed Vetting (DV)
- 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
- Another external penetration testing organisation
- Protecting data at rest
- Physical access control, complying with another standard
- Encryption of all physical media
- Data sanitisation process
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
Data extraction is carried out through the application. Reporting information can be downloaded.
We normally allow a 14 day grace period for staff to extract data.
- Data export formats
- Data import formats
- Other data import formats
- No data import options are available or required
- 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
- We currently report between 98-99.5% service availability monthly.
- Approach to resilience
- The services are designed with resilience as an architectural requirement. We implement production systems with multiple redundancy on all components from data centre to server level. We also have full DR capabilities in case of a data centre failure.
- Outage reporting
- The service runs through the practice clinical system so any outages are dependent on the the practice clinical system working.
Identity and authentication
- User authentication needed
- User authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Active Directory Authentication with MFA enabled. RBAC / authorised and approved users only managed via our enterprise provisioning processes, e.g. secure.
- 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 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
- No audit information available
- How long system logs are stored for
- Between 6 months and 12 months
Standards and certifications
- ISO/IEC 27001 certification
- Who accredited the ISO/IEC 27001
- BSI Assurance UK Limited
- ISO/IEC 27001 accreditation date
- What the ISO/IEC 27001 doesn’t cover
- All controls are applicable within the Statement of Applicability
- ISO 28000:2007 certification
- CSA STAR certification
- PCI certification
- Cyber essentials
- Cyber essentials plus
- Other security certifications
- Named board-level person responsible for service security
- Security governance certified
- Security governance standards
- ISO/IEC 27001
- Other security governance standards
- Cyber Essentials, DSPT, Data Security Protection Toolkit. (Standards exceeds)
- Information security policies and processes
Annual mandatory training required of staff with reports to their direct line managers, Staff are required to take the privacy, security and GDPR training each year.
We follow numerous policies evidenced within our eGRC system and intrinsic to our re-certification of ISO 27001 and Cyber Essentials.
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- ITIL v3 Service Transition which includes configuration, service asset and change management process.
- Vulnerability management type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Vulnerability management approach
Vulnerability managed by our infrastructure and Enterprise Information Security teams (EIS) Systems in place.
Vulnerability managed by UHG group EIS (Enterprise Vulnerability Risk). Patched as required and directed by EIS and UK patch processes in line with UK Government and Care Certificate requirements. Required as part of our Cyber Essentials accreditation.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
Data Loss Prevention through Symantec End Point. Application log management and monitoring in place. Network monitoring and logging in place. Firewalls.
All Data Centre access is pre-arranged and logged via Sungard. The data centre perimeter is protected by IDS (Intrusion Detection Service). User access utilises RBAC and logged accordingly. Logging and monitoring exists, with alerting for unusual patterns of behaviour. End Point protection is also in place on all servers; together with Malware protection on the perimeter. We have the ability to create war rooms where necessary and bring in relevant staff as required.
- Incident management type
- Supplier-defined controls
- Incident management approach
Optum comply with ISO/IEC 27001.
We have an ITIL v3 Incident Management process which includes service reviews with Service Management.
We follow Optum's Globe Incident Management process controlled and managed from IT Service Management based in the UK.
Users can report incidents to the customer services team by email or phone and will be assigned a unique ticket reference number
We are currently working towards ISO20000.
- 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
- £0.01 to £0.50 a licence a year
- Discount for educational organisations
- Free trial available