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UFONIA LIMITED

Autonomous telemedicine

Automated delivery of clinical conversations with patients.

Features

  • Registered Medical Device, UKCA marked
  • Voice-based interactions
  • Automated clinical calls
  • Natural language conversations

Benefits

  • Increase clinical capacity
  • Increase access to healthcare
  • Scalable to meet activity levels
  • Consistent and standardised patient interactions
  • Saves clinical time

Pricing

£5,000 a unit

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 ndep@ufonia.co. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

4 9 4 9 8 8 0 8 4 5 6 5 8 0 2

Contact

UFONIA LIMITED Nick de Pennington
Telephone: 01295788698
Email: ndep@ufonia.co

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
None known
System requirements
  • Electronic patient lists must be made accessible
  • Modern web-browsers with internet access
  • Patients to have access to a mobile or landline device

User support

Email or online ticketing support
Yes, at extra cost
Support response times
The time depends on the SLA agreed in the contract signed between both the parties. It usually varies from 4 business hours to 40 business hours.
User can manage status and priority of support tickets
No
Phone support
No
Web chat support
No
Onsite support
No
Support levels
Onboarding support is provided by the Commercial and Operational teams. Ongoing support levels and costs are defined by Standard Operating Procedures agreed between the parties and are provided by technical account managers.
Support available to third parties
No

Onboarding and offboarding

Getting started
Project managers will work with the client to agree onboarding / implementation plans. Onboarding typically involves onsite and online engagement, including providing training sessions to relevant client teams. Process mapping is conducted of existing pathways and new standard operating procedures are prepared and agreed. During offboarding, the dedicated project manager will work with the client to transfer services back to the client and to comply with outstanding data transfer and retention agreements.
Service documentation
No
End-of-contract data extraction
This is determined on a buyer-by-buyer basis according to the agreed data protection impact assessment and data processing agreement put in place. Typically data is securely transferred back to the buyer at the end of the contract.
End-of-contract process
Off-boarding is included within the price of the contract. Processes for data management at the end of the contract are agreed within data protection impact assessments and data processing agreements at the start of the contract.

Using the service

Web browser interface
No
Application to install
No
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
All conversations are customised to the client site, clinical service and individual patient. This is established as part of the client on-boarding process.

Scaling

Independence of resources
Workloads are managed to ensure servers are not affected by performance issues. Services are automatically scaled based on demand.

Analytics

Service usage metrics
Yes
Metrics types
Number of completed patient/user interactions
Number of scheduled patient/user interactions
Outputs from patient/user interactions (agreed and provided within standard operating procedure)
Quantitative metrics of patient/user experience
Other metrics may be provided based on standard operating procedure
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
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
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Key management services with public/private key encryption
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
Data export approaches are agreed as part of the onboarding process. This typically includes export of data into CSV or PDF files which are transferred via secure methods into locations agreed by the buyer.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
Excel
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
Excel

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)

Availability and resilience

Guaranteed availability
An SLA / standard operating procedure / service specification is agreed with every buyer and for every use-case which includes levels of availability.
Approach to resilience
Use of third-party data centres with disaster recovery, high availability and fallback capabilities.
Outage reporting
Email alerts are sent to clients.

Identity and authentication

User authentication needed
No
Access restrictions in management interfaces and support channels
Internal role-based access control limits access to management interfaces. Support is provided via email.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
Between 1 month and 6 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
Yes
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cyber Essentials Plus and NHS Digital Protection and Security Toolkit
Information security policies and processes
Contractual requirement of all staff to follow policies.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Configuration and change management process are defined in Ufonia's Control of Software Design Changes Standard Operating Procedure (SOP).
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Automated monitoring is in place to identify vulnerabilities and the required remediation implemented to a defined plan. Code deployment pipeline includes automated vulnerability assessment. Required patches are deployed as hot fixes to all environments.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Internal monitoring is in place to identify compromises, if unauthorised changes occur the compromised system is isolated and restored.
Incident management type
Supplier-defined controls
Incident management approach
Ufonia's has a pre-defined incident management process adapted from “BS EN ISO 14971:2012 – Medical Devices: Application of Risk Management to Medical Devices”, the UK health and social care standard “DCB0129:2018 – Risk Management: it’s Application in the Manufacture of Health IT Systems”, “IEC 62304:2006 – Medical Device Software: Software Lifecycle Procedures” and best practice system safety engineering academia and principles.

Secure development

Approach to secure software development best practice
Supplier-defined process

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

Supporting the delivery of a Net-Zero NHS by reducing carbon footprint of patient and staff travel and building infrastructure.

Covid-19 recovery

By increasing clinical capacity, we are helping to manage the post COVID-19 backlog.

Tackling economic inequality

Providing access via any telephone removes digital exclusion from lack of technology

Equal opportunity

Automation removes conscious and unconscious bias in delivery of services.

Wellbeing

Reduces healthcare staff burnout from conducting repetitive, high-volume clinical tasks.

Pricing

Price
£5,000 a unit
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 ndep@ufonia.co. Tell them what format you need. It will help if you say what assistive technology you use.