Optum Health Solutions (UK) Ltd

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.

Features

• 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

Benefits

• 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

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

Framework

G-Cloud 13

Service ID

487521005052409

Contact

Bhavini Parekh
02071210560
businessdevelopment@optum.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Extension to EMIS and SystmOne
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements: None - all on a Private Cloud

User support

• 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: 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: 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: No

Onboarding and offboarding

• Getting started: Learning materials include:; - eLearning; - User guides; - FAQ documents
• Service documentation: Yes
• Documentation formats: PDF
• 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: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• 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.

Scaling

• 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.

Analytics

• Service usage metrics: Yes
• Metrics types: Details of service availability, number of tickets raised, incident response and resolution KPIs.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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: 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: No
• 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: CSV
• Data import formats: Other
• Other data import formats: No data import options are available or required

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: 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: Yes
• 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: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
• ISO/IEC 27001 accreditation date: 23/07/2020
• 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: No
• Other security certifications: No

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, 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.

Operational security

• 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.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Our awareness and concern for the environment fits within our core values ; • We believe: The environment is a key part of what makes the communities in which we live and work sustainable, viable and healthy, and we can influence this.; • We value: We encourage and promote genuine, environmentally responsible behavior on behalf of our company, employees and partners in communities we serve.; • We commit: We will minimise our company’s overall environmental impact by reducing our carbon footprint, ensuring efficient use of water and energy, developing and implementing comprehensive recycling and waste management programs, and engaging our employees and partners through thoughtful, goal-based environmental stewardship.; • One of the important factors influencing health is the environment in which we live and work — the air we breathe and the water we drink. We are focused on minimising the impact our enterprise has on the environment and creating a company culture that heightens our employees’ awareness of the importance of preserving the environment and conserving both energy and natural resources. ; ; ENVIRONMENTAL FOCUS AREAS; • Energy & GHG Emissions: Decrease our environmental impact through energy conservation and renewable energy.; • Building Construction: Incorporate energy efficiency and high-performance design during construction practices.; • Employee Awareness: Raise awareness of environmentally sustainable practices by our employees.; • Water Efficiency: Implement measures that ensure the efficient use of water within our operations.; • Waste & Recycling: Divert waste from landfills while minimising overall waste generated in our operations.; • Supply Chain Engagement: Engage our supply chain to reduce its overall environmental impact.; • Products & Services: Introduce innovative approaches, products and services that minimise our enterprise’s environmental impact, improve personal health and promote healthier populations in local communities.; • Distribution & Logistics: Engage our distribution partners to ensure the efficient distribution and logistics.
• Covid-19 recovery:

  Covid-19 recovery

  Optum continues to support recovery from the impacts of COVID-19. ; ; We supported NHS England with the operational delivery of the Nightingale hospital in London as well as rolling out vaccination programs for our NHS customers by providing voluntary support from our clinical team and project managers. Many of our colleagues also signed up to various fundraising initiatives, including the Diabetes UK fundraising initiative ‘One Million Step Challenge’ where through our internal ‘giving! Campaign tool’ all donations are matched by Optum.; ; 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. ; ; 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 ICS’s and through advanced analytics, support teams to develop interventions that address the emerging inequalities across their population ; ; Furthermore, during the national shift to virtual working we delivered a rapid piece of analytics consultancy to provide an evaluation of virtual care in both primary and secondary care in Surrey Heartlands. The team also supported capability and knowledge transfer to enable the system to continue the evaluation work, and to support the future strategy development around virtual consultant.; ; Internally we encourage workplace conditions that better support the COVID-19 recovery effort.
• Tackling economic inequality:

  Tackling economic inequality

  UnitedHealth Group’s supplier diversity demonstrates our commitment to developing a supplier base that reflects the communities and customers we are privileged to serve. Fulfilling this commitment helps drive value creation for our businesses, positively impacts the communities we serve, and allows us to extend our societal impact beyond our members and customers. We extend our supplier diversity efforts deeper into our supply chain. Participating suppliers are expected to incorporate supplier diversity into their own sourcing practices. ; ; Optum hosts a number of Telecommute roles ensuring that we create nationwide job opportunities.; ; Fundraising within communities by employees are logged as hours supporting local/national charities and groups. A significant amount of charity work is at community level. Recent volunteering includes team social value days comprising of various activities including painting/gardening and improving spaces and access to services and educational support.
• Equal opportunity:

  Equal opportunity

  The values that underpin the UnitedHealth Group culture are: Integrity, Compassion, Relationships, Innovation and Performance. It is our firm belief that all employees attempt to live by these values. In line with living the culture of UnitedHealth Group, we are committed to providing equal opportunities in employment and to avoiding unlawful discrimination in employment and against customers, while fostering an environment where all team members feel safe and comfortable to be themselves.; ; We are dedicated to building an innovative culture where every team member is empowered to do their best work, where our diversity fuels our performance, and where we leverage our collective power to help people live healthier lives and make the health system work better for everyone.; ; We know when we embrace a range of people and perspectives our individual and collective contributions are magnified. We are compliant with the UK government requirements and report on Gender Pay Gap (“GPG”) each year. We are committed to reducing our GPG, including a continued commitment to attracting, building, and promoting diverse candidates for all positions, continuing to promote flexible working policies, ensuring women are represented in our senior teams and fostering an open, inclusive culture that allows everyone to be themselves and reach their full potential.; ; To support equality externally, Optum are providing 10 Volunteers in 2022/3 academic year to support TutorMate which is the flagship programme of Innovations for Learning UK. It’s an educational platform that aims to boost reading enthusiasm in young readers, setting them up for early success in education. It involves working with schools with higher-than-average numbers of pupils receiving Free School Meals and/or with English as an Additional Language. We have also sponsored the Inspirational Role Model of the Year at the Rainbow Honours Awards for the last 3 years.
• Wellbeing:

  Wellbeing

  In line with living our united culture, UnitedHealth Group is committed to providing dignity at work to all employees, preventing any kind of harassment, and creating a respectful workplace. ; ; 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.; ; 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 Employee Community Council.

Pricing

• Price: £0.01 to £0.50 a licence a year
• Discount for educational organisations: No
• Free trial available: No

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