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.


  • 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

Service documents

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G-Cloud 13

Service ID

4 8 7 5 2 1 0 0 5 0 5 2 4 0 9


Optum Health Solutions (UK) Ltd Victoria Underhill
Telephone: 02071210560
Email: businessdevelopment@optum.com

Service scope

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

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
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:
- eLearning
- 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
  • Firefox
  • Chrome
  • Safari
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

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Asset protection

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-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
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

Security governance

Named board-level person responsible for service security
Security governance certified
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

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.

• 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.


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.


£0.01 to £0.50 a licence a year
Discount for educational organisations
Free trial available

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