ImproveWell LTD

ImproveWell

ImproveWell is an award-winning real-time feedback solution for continuous improvement and everyday innovation in healthcare. Giving everyone a voice 24/7 and harnessing the collective intelligence of the healthcare workforce and wider stakeholders, ImproveWell helps your organisation to improve staff experience and the quality of patient care from the ground up.

Features

• Multi-platform app (Android, iOS, web) and web data dashboard
• Share quality improvement ideas, monitor their progress and implementation
• Track workforce sentiment and detect trends, shifts or cycles
• Unlimited, customisable surveys with multiple answer types and features
• Expand access to expert patients, partner organisations and more
• Targeted push notifications and user prompts
• Run multiple projects, tailored to team themes and objectives
• Chat with users to refine improvement suggestions and collaborate
• Complete the feedback loop; publish improvement reports, encourage voting
• Intelligent data dashboard featuring charts, instant reporting and exports

Benefits

• Quality improvement for all: harness frontline innovation and insight
• Improve patient experience, service delivery and reduce errors
• Staff wellbeing and morale: support a happier, motivated workforce
• Increase workforce satisfaction, reduce absenteeism and staff turnover
• Operational efficiencies: optimal use of scarce resources
• Increase throughput, reduce duplication and waste, optimise time per activity
• Cost efficiencies: improve financial performance
• Give staff and stakeholders a voice 24/7
• Break down barriers, promote inclusion and increase visibility
• Estimated single standard deviation improvement on NHS staff survey scores

£6,000 to £150,000 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 hello@improvewell.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

490309831092489

Contact

Lara Mott
020 3475 0670
hello@improvewell.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements:
  • Access to a web browser (customer administrators, group/organisational leads)
  • Access to a smartphone device or web browser (frontline users)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We typically respond within the hour. Our standard response time is 24hrs. Expected response times at the weekends can be longer.
• 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: Onsite support
• Support levels: On a complimentary basis, ImproveWell provides: 1) onboarding support with tailored deployment materials; 2) detailed weekly reporting during initial roll-out phase; 3) one hour per month of training, presentations and webinars; and 4) an annual impact review. The ImproveWell platform also has a comprehensive online resources centre with CPD-accredited educational materials.; ; ImproveWell provides more extensive support to organisations including additional training sessions, presentations and webinars. All services include a 30-minute planning call to discuss objectives and requirements. These services include: 5) Online web conference [1hr]: £150; 6) Half day workshop (1 rep): £550 [£200 for additional reps]; and 7) Full day workshop (1 rep): £950 [£300 for additional reps].
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide customers with a short onboarding form to get them set up on the platform. We provide onsite or online training, depending on customer preference, and tailored user guides for deployment. ; ; The ImproveWell platform hosts a comprehensive online resources centre, with CPD-accredited educational materials, to maximise the success of engagement and improvement initiatives. We also advise on user adoption strategies and internal marketing materials.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We can provide customers with a secure XLS export of their data.
• End-of-contract process: Once a customer contract has ended, all Personal Data are anonymised in-line with our information governance policies. ImproveWell can provide a secure XLS export of customer data.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Frontline users can access all functionality through the mobile and desktop services. For group and organisational leads, a 'light' version of the Idea Hub's central improvement log is available on their mobile device to facilitate engagement with their teams. The full data dashboard functionality is available through the desktop service. Our desktop software is responsive.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: No
• Customisation available: Yes
• Description of customisation: (1) Customers can define profile levels which map onto their organisational structure; frontline users can choose their own user profiles which reflect a broad role description.; ; (2) ImproveWell can upload the customer's logo and add an internal disclaimer to the app.; ; (3) Customers can specify which email domains can be used to access the platform.; ; (4) Group and organisational leads can create their own user groups / projects with tailored improvement themes and surveys delivered to frontline users in the app.; ; (5) Group and organisational leads can add their own commentary to improvement reports.; ; (6) Group and organisational leads can build and deliver unlimited surveys of their own design with different answer types.; ; (7) Group and organisational leads can schedule push notifications to drive engagement.; ; (8) Group and organisational leads can upload tailored PDF notices to their user groups.; ; (9) Group and organisational leads can build tailored online portals, accessible via a QR code or unique web-link, through the ImproveWell Insights module.; ; (10) A fully-customisable online resource centre allows customers to host educational and roll-out materials, as well as signposting to complementary internal systems and processes.

Scaling

• Independence of resources: We have monitoring services in place to assess the demand on our services and can scale-up capacity quickly in periods of intense usage.

Analytics

• Service usage metrics: Yes
• Metrics types: Our customer reports include user adoption and engagement metrics, idea trends and progress, sentiment trends and survey reports.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• 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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Customer Administrators and group/organisational leads can export data from the dashboard in XLS, PDF and JPEG format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLSX
  • PDF
• Data import formats: CSV

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 guarantee 99% uptime and our last six-month metrics currently show 99.99% uptime.
• Approach to resilience: Information is available on request.
• Outage reporting: We log incidents internally and alert customers to any service interruptions via email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: Registration processes are based on controlled access to the platform. Customer Administrators must provide staff with a unique authentication code in order for staff to register an account with the App. They can also specify which email domains may be used to register for the App. Administrators receive notifications whenever there is a new joiner. The platform has been designed so that senior staff can manage smaller groups of users, ensuring that users are known / recognised. Administrators can block a user account at any time through the dashboard.
• Access restrictions in management interfaces and support channels: ImproveWell administrators can block user accounts or suspend customer accounts if required.
• Access restriction testing frequency: At least once a year
• 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: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: No
• Security governance approach: Our existing security processes are based on controlled access to the platform, where Customer Administrators actively manage the users of the platform. Administrators must provide staff with an authentication code, and they can also specify which email domains may be used to register for the App. Our cloud-based servers are hosted with AWS and ImproveWell has received its Cyber Essentials accreditation. ImproveWell also has a suite of Information Governance protocols and has registered its Data Security and Protection Toolkit with NHS Digital (ODS: 8K692).
• Information security policies and processes: ImproveWell has a dedicated Privacy Centre available at https://improvewell.com/privacy-centre. ImproveWell has a suite of Information Governance protocols including:; • Data Protection Impact Assessment Protocol; • Freedom of Information Protocol; • Information Access and Rights Protocol; • Information Governance Policy; • Information Incident Protocol; • Information Lifecycle and Data Quality Protocol; • Information Risk and Audit Protocol; • Information Security Cyber Protocol; • Information Sharing and Privacy Protocol; • Direct Marketing Protocol; Staff receive regular training on information security and are required to read all policies and protocols. ImproveWell has registered its Data Security and Protection Toolkit with NHS Digital (ODS: 8K692).

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All code is stored in fully-tracked source code repositories, allowing traceability of any changes. All changes are thoroughly tested in a fully-isolated test environment and have to pass Quality Assurance before deployment. We have a suite of automated tests which provide added safeguards. Back-up versions of the code are maintained in the event of a necessary roll-back.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: ImproveWell typically deploys new mobile apps once a month and amendments to the API several times a week. Servers are monitored daily and all update patches are deployed as soon as they are available. Our codebase is scanned by a security tool which alerts to vulnerabilities which are patched and released through our SDLC. Employees regularly use the platform and can report bugs to the development team. Bug fixes are released as often as required. ImproveWell receives the weekly CareCERT Cyber Security Bulletin from NHS Digital which is reviewed and discussed in monthly information governance meetings.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our Information Governance Policy, Information Incident Protocol, Information Risk and Audit Protocol and Information Security Cyber Protocol governs our internal processes and actions. Our uptime monitoring service issues instant alerts upon any disruption. The alerts are issued to the entire development team and ImproveWell management who can take immediate action if required. We also have direct lines of communication with our customers to keep them updated on any developments as they arise.
• Incident management type: Supplier-defined controls
• Incident management approach: Our Information Incident Protocol supports how we handle incidents to ensure that they are appropriately controlled, reported and that lessons are effectively fed back into the risk management cycle. We have an Information Incident Form for users and our Data Protection Officer will complete a report within 72hrs. We have pre-defined incidents such as: Corruption or inability to recover electronic data; Data disclosed in error; Data lost in transit; Non-secure disposal; Technical security failing – including hacking; Unauthorised access / disclosure; Uploaded to website in error; and Data quality issues.

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: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  The ImproveWell platform can be used to support initiatives related to climate change by asking the right questions, sharing new ideas and best practice, uniting and engaging the workforce and leveraging real-time data to inform decision making. ; ; ImproveWell empowers the workforce and wider stakeholders to suggest ideas for reducing waste, green initiatives and lessening environmental impact in their day-to-day work and surroundings. Core themes and groups can be set at an account level to capture innovation relating to climate change 24/7. The benefits of micro improvements, when scaled across an entire workforce, can be profound.; ; An example of a working group on the ImproveWell platform is the ‘climate change response’ group where ideas are submitted related to recycling, cycling to work, single use plastics, printing and electricity waste.

  Covid-19 recovery

  Healthcare systems globally are under increasing pressure to deliver better care at lower cost, against a backdrop of ageing populations, funding pressures and an over-stretched workforce.; ; Covid-19 has exacerbated these issues and brought new challenges of its own; from compounded staff burnout and the complexities of redeployment, to managing rapid change and ever-growing waitlists. The process of recovery will require resilience and innovation at every level, as well as collaborative, inclusive working environments.; ; Gathering real-time insights from those at the sharp end of care delivery, monitoring staff experience and involving the workforce in service improvement and recovery design has never been more vital.; ; ImproveWell enables organisations to foster a culture of participatory change and continuous learning and improvement by giving staff and key stakeholders a voice, 24/7. Creating real-time touch points with the frontline ensures that new ways of working are designed using insight from those closest to the challenges faced every day.; ; Core themes relating to COVID-19 recovery can be set on the platform to capture continuous feedback to better inform the design and implementation of recovery strategies.

  Tackling economic inequality

  ImproveWell democratises quality improvement by giving all staff, regardless of role or background, a voice. It also promotes inclusion, gathering insights from staff as well as other key stakeholders such as expert patients, regular service users or partner organisations.; ; ImproveWell facilitates feedback from staff, patients and service users, as well as other stakeholders and communities, through an easily accessible platform at no cost to the user. ; ; Providing a vehicle for 24/7 feedback from the ground up provides a more accurate picture of challenges faced by the frontline, as well as the communities that they serve, ensuring decisions and actions for improvements are data driven and include diverse perspectives.

  Equal opportunity

  ImproveWell democratises quality improvement by giving all staff, regardless of role or background, a voice. It breaks down communication barriers and empowers the workforce to improve from the ground up. It also promotes inclusion, gathering insights from staff as well as other key stakeholders such as expert patients, regular service users or partner organisations.; ; Providing a vehicle for 24/7 feedback from the ground up provides a more accurate picture of challenges faced by the frontline, as well as the communities that they serve, ensuring decisions and actions for improvements are data driven and include diverse perspectives.; ; Core themes and working groups can be set at an account level to capture innovation relating to equal opportunity initiatives. The benefits of micro improvements, when scaled across an entire workforce, can be profound.; ; Examples of working groups on the ImproveWell platform include the ‘Neurodiversity in the workplace’, ‘Women and BME network’ and ‘Allyship and Supportive language’ groups, where the ideas shared focus on fostering equal opportunities.

  Wellbeing

  In late 2020, the King’s Fund published a report called The Courage of Compassion – it shared three foundations for positive staff experience: autonomy (having control over one’s work life and being able to consistently act with one’s values); belonging (feeling valued and supported by colleagues and vice versa); and contribution (experiencing effectiveness in work and delivering valued outcomes). And according to Gallup, high-engagement organisations have 66% better performance in staff wellbeing. ; ; ImproveWell helps health and care organisations create the right environment for wellbeing at work and continuous improvement by supporting core work needs of autonomy, belonging, contribution and creating the right environment for wellbeing at work by giving all staff a voice and a continuous touchpoint. ImproveWell enables organisations to foster a culture that enables staff to feel heard and be involved in designing better teams, workplaces, and care.; ; By gathering real-time insights from the frontline and involving them in decision-making processes, ImproveWell improves staff experience and wellbeing at work. It gives them a voice 24/7, helps them to feel empowered to address the challenges they face and ensures they feel heard and supported.; ; Recent analysis shows that over 40% of the ideas submitted on the ImproveWell platform are related to staff wellbeing and resilience. ; ; With even a handful of champion participants, increasing numbers of colleagues will start to feel the benefit from the improvements made; become aware of a new way of sharing their voice; feel lifted by the enthusiasm of engaged participants and energised by their sense of ownership; feel part of a collaborative environment; and feel encouraged to get involved as well.

Pricing

• Price: £6,000 to £150,000 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 hello@improvewell.com. Tell them what format you need. It will help if you say what assistive technology you use.