ALVIE HEALTH LIMITED

Alvie Health

Alvie Health is a risk-stratified, personalised digital pre-and-rehabilitation service delivered via mobile app to support/get people fit for major (acute) treatment (e.g. cancer), support recovery after treatment, delivering improved outcomes and better experiences for patients. It delivers clinical, financial, and operational benefits comparable to the best face-to-face services.

Features

• Virtual care
• Remote monitoring
• Digital prehabilitation
• Health coaching
• Remote access
• Learn content
• Self management
• Digital rehabilitation
• Health optimisation

Benefits

• Better clinical outcomes based on individual health and psycho-social needs
• Deliver greater efficiencies/cost savings
• Proactive virtual care
• Reduced side effects such as depression, fatigue, pain
• Promoting health and quality of life
• Equity of access for all patients

£150 to £300 a user

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

Framework

G-Cloud 14

Service ID

498804685434965

Contact

Krishna Moorthy
0203 488 0182
krishna@alviehealth.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No - patients can participate with a mobile device or if they do not have access there is a 'non-app pathway' which uses a standard web browser.
• System requirements: N/A

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 24-hours
• 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: No
• Support levels: All service users have equal access to technical support. Queries can be raised through the app and browser, via the support function. Queries are answered/investigated in the chronological order of being submitted, with users receiving responses via email and an in-app message. ; ; At the Buyer level, they will be supported by an account manager, to whom they can direct any queries or issues. ; ; The cost of our support system for both service users and Buyers is embedded within our pricing structure, meaning no surprise costs or hidden fees.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Alvie has a sign-up webpage that provides service users with info on the service, the benefits and how to get started. We also produce an FAQ document that addresses any initial questions they might have. Following a referral, Alvie's Onboarding team will contact the service user where they will provide full background information to the programme, answer any questions, as well as providing guidance on next steps and how to use the service. Alvie has produced a range of short video clips around key aspects of the programme which are provided as part of the Onboarding materials.; ; We also provide a host of communications materials for the buyer to use,to provide information and generate awareness which may include patient leaflets and posters to be displayed in our partner health facilities.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: We keep data in line with NHS guidelines as outlined in the NHS Information Governance and Data Protection Policy. Patients are able to make a subject access request for their data at any time.
• End-of-contract process: At the end of the Buyers contract, patients (app users) will retain unlimited access to the app after completion of the programme and can access it to use some of the functionality and resources (with the exception of personalised health coaching).; ; Upon ending the contract, we develop an exit strategy and ensure that every patient that has started the programme will complete the programme, regardess of the contract end date. We agree a contract end date with the Buyer, beyond which we will not take new referrals. After the end of the project has completed we arrange a final end of project meeting to present the final data/outcomes.; ; Before the end of the contract, discussions will take place for renewed funding of the service. ; ; This is all included within the price of the contract.

Using the service

• Web browser interface: No
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is designed for mobile use. There is a non-app pathway for those who are not comfortable using smartphones.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: No
• Customisation available: Yes
• Description of customisation: We do not offer customisation at a patient (app user) level. Customisation can be offered to the buying organisation on a case-by-case basis e.g., co-branding.

Scaling

• Independence of resources: Alvie Health is hosted on a secure, resilient and elastic AWS software estate which allows us to scale to demand without adverse effects on user experience.

Analytics

• Service usage metrics: Yes
• Metrics types: Yes, we provide monthly Management Information (MI) reporting to buyers on service usage and user experience.
• Reporting types: Regular reports

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)
• 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: Other
• Other data at rest protection approach: Data at rest is fully encrypted with AES-256 encryption.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Although app users cannot export their data from the app themselves, they are able to raise a subject access request via the support request (in-app) and we will provide their data.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: No data exchange between networks; no individual data shared, only aggregated performance data which is presented via MI reporting.
• Data protection within supplier network: Other
• Other protection within supplier network: Sensitive data is hosted in an isolated network that can only be accessed via VPN/SSH technologies.

Availability and resilience

• Guaranteed availability: 99.9%
• Approach to resilience: We have an elastic AWS software estate. We have a multiple Availability Zone database architecture which also supports an asychronous read replica that we can fail over to in the event of entire regional failure (which means all 3 availability zones go down in the UK).
• Outage reporting: Service is monitored via AWS dashboards. We have had no unplanned outages over past 2-years.; ; In the unlikely event of an unplanned disruption, we will inform Buyers via email alert. App users would receive a message when trying to use app, and we are able to contact all users by email if needed to communicate a large update or disruption.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the coaching platform by coaching staff is restricted to accounts for those people that need to see patient data in order to deliver care as part of the service. These accounts are requested in writing by senior staff and approved by a director.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: Yes
• Other security certifications: Yes
• Any other security certifications:
  • NHS DPT
  • ORCHA

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
• Information security policies and processes: We have internal processes which are documented in policies. Staff receive training when they join the company as well as annual mandatory refresher training and incidental training or updates as required.; ; The responsibility for the implementation of policies and processes lies with the Directors. Policies are reviewed annually by the Directors to ensure they align with the business scaling.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We follow an agile software development process. Any changes to the delivery of the service are checked for clinical risk as per our DCB0129 certified process and are documented; software changes are tracked in tickets in Jira and Github and releases are co-ordinated with all changes documented and tested before releasing into production.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We follow the principles of ISO27001 practices to support vulnerability management process. We use a scanning tool to scan for vulnerabilities and then follow a standard process to address any found. We scan applications against one or more databases of known vulnerabilities. This helps to identify and report on any vulnerabilities. We then follow a process of remediation, evaluation and verification.; ; We use third-party tools to identify and provide reports on vulnerabilities. Items classified as critical are dealt with immediately, with other classifications being prioritised into the development pipeline for future deployment.; ; Penetration testing is conducted annually by a third-party.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We follow the principles of ISO27001 practices to support protective monitoring approach.; ; We use third-party tools to identify and provide reports on vulnerabilities. Those items classified as critical are dealt with immediately, with other classifications being prioritised into the development pipeline for future deployment.; ; Penetration testing is conducted every 12-months by a third party to supplement this activity.
• Incident management type: Supplier-defined controls
• Incident management approach: We operate in accordance with our Incident Management Policy, which outlines:; ; 1) Users report an incident via the support function on the app. ; 2) Our internal Support team will escalate the incident to our dedicated Data Protection Officer (DPO) for investigation. ; 3) The DPO will confirm the facts of the incident, identify affected customers (Buyer, app users), record all information and report internally to the Senior Management Team. ; 4) Risk will be assessed in line with regulatory guidance and corrective actions communicated to all affected parties. ; 5) Where applicable, we will report externally to the ICO.

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

  Cancer and other acute care pathways are extremely energy intensive with an average of 50+ hospital trips per patient during a patient’s treatment. It is recognised that the delivery of digital health can have a significant impact on carbon reduction, potentially reducing carbon emissions by up to 20%. Through Alvie’s digital service, patients are able to access heath and wellbeing support from the convenience of their home or workplace without the need to travel. This reduces the requirement for face-to-face follow up care – a key strategic priority for the NHS. ; ; Alvie seeks to ensure, so far as it is reasonably practicable, that its operations are carried out with a commitment to protecting and enhancing the environment. Our approach is aligned to the NHS-wide ambition to become the world’s first healthcare system to reach net zero carbon emissions. ; ; Some key climate change initiatives at Alvie include:; ; • Promoting sustainable methods of travel (e.g., Cycle to Work scheme for employees).; ; • Manage resources effectively and efficiently (e.g., we operate a 'paperless' office environment as far as practicable).; ; • We work with our partners, suppliers and contractors to reduce the impact of the goods and services. While as a tech service we have a small supply chain, we do look to source companies as suppliers who are proactive in reducing their carbon emissions (e.g., we selected our IT provider due to their carbon efficiency work in reducing e-waste and using refurbished laptops, rather than new). ; ; • The company maintains a policy of ‘minimum waste’ to achieve cost effective and efficient running of all our operations and ensures that every employee has a responsibility to promote this policy by avoiding unnecessary or extravagant use of services, time, materials, lights, heating, water etc.

  Covid-19 recovery

  Many acute care patients are immunocompromised, so the fact that support is provided in their own home reduces the risk of them picking up infections. Because of the anxiety of hospital acquired infections, patients may be more confident to access a health service digitally in the safety of their own home. ; ; Social isolation and a lack of peer-support networks are a recognised negative impact for those facing a long-term health condition. The impact of Covid and resulted in an increase in social isolation and reduction in support. Alvie provides extensive support and regular contact as and when required. For example, patients are able to reach out for help to our health coaches and specialists as and when they need it. ; ; As a result of Covid, NHS resources are stretched and Alvie provides timely and flexible support based around patient needs. There are an estimated 6.3m people waiting for surgery. Alvie can be used as tool to help a patient prepare for treatment. It helps build confidence and gives them a focus and support at a time when they might be very anxious. ; ; The NHS workforce has been significantly impacted post-covid with many people leaving the workplace. This places additional pressure on the health system and there is a chronic lack of financial investment for specialist support for acute care patients. The Alvie programme is 3 to 4 times cheaper than a comparable face-to-face service and has similar outcomes. ; ; Operationally, we have a Covid health and safety policy, providing both clear guidelines on what to do if an employee has covid and encouraging regular disinfection of workplaces. We have introduced a series of mental health support initiatives to support our team members wellbeing (see description in Wellbeing below).

  Tackling economic inequality

  Operationally Alvie has a Work from Home policy that allows parents/carers to work flexibly. We create the right opportunity for families to have two earners in today’s cost of living crisis.; ; The Avie programme makes healthcare more affordable; the Alvie digital programme is 3-4x cheaper to deliver than a comparable face-to-face prehab service. ; ; A cancer diagnosis places a significant financial burden on patients. According to Macmillan four in five people are, on average, £570 a month worse off as a result of a cancer diagnosis due to a loss of income and increased out-of-pocket cost. Financial pressures have led to 200,000 cancer patients delaying or cancelling hospital appointments (Macmillan 2022). ; ; The Alvie programme helps reduce patients’ out-of-pocket expenses due to a reduction in the need to travel to hospital, as the service can be delivered from the convenience of patient’s home or workplace with no travel costs incurred. ; ; In addition, 30% of people affected by cancer don’t return to work which has a significant impact on the economy due to payment of sick pay and benefits. Alvie supports occupational rehabilitation helping people get back to work, ; ; Despite the evidence of the benefits of prehabilition, less than 3% of acute care patients are able to access it. Patients from deprived areas, ethnic minorities and patients with learning disabilities are even less likely to access acute care support services. Because the Alvie programme is personalised and tailored to the needs of the patients, we can provide more comprehensive support to often marginalised communities. For those who do not speak English as their first language we are able to provide translation services and patient information in other languages. In addition, Alvie provides technical support and coaching to patients to navigate the programme via smart phone or web-based access.

  Equal opportunity

  Alvie is committed to promoting equal opportunities in employment and we have a dedicated Equal Opportunity policy highlighting our approach to equal opportunities and the avoidance of discrimination.; ; There are 3 women for every 1 male working at Alvie. ; ; We maintain a transparent pay system, based on objective criteria and free from sex bias. We have an Equal Pay Policy and regularly ensure fair pay for employees by benchmarking industry pay grades. ; ; We have an Equality and Diversity Policy and all employees undertake regular EDI training. We encourage anyone with a disability or special needs to inform the company about their needs so we can support as appropriate. ; ; Recruitment processes are underpinned by diversity. We have an inclusive recruitment process where identity and gender are hidden. We base our job adverts using CIPD guidance for inclusive and diverse recruitment and offer flexible working by default. ; ; All patients with a cancer diagnosis have disability status which entitles them to access a wide range of support and services to improve their health and wellbeing, amongst this would be access to prehab/rehab that Alve provides. ; ; Our digital health optimisation plan provides an equitable general offer, so every acute care patient can access the programme. It is designed to serve all NHS patients with a strong focus on EDI.; ; For people who do not have access to smartphone technology, access to the Alvie programme is available via a web-app. Digital training and support is also provided for people who are less confident with technology. Alvie NHS data shows that Alvie can be easily accessed by over 70% of the cancer population (average age 65 years). Alvie's data shows that of all NHS patients who have accessed its programmes so far, 45% belong to low MDI (index of multiple deprivation) group.

  Wellbeing

  The Alvie programme has already positively impacted patient wellbeing, helping thousands of patients become more active (71% improvement in physical activity), reduce stress (24% reduction) and anxiety, improve their quality of life, and enhance overall experience. Alvie’s personalised care programme trains, empowers, and supports self-management strategies; patients are able to self-care through targeted coaching support and guidance.; ; Alvie closely tracks Quality of Life metrics and has already demonstrated an improvement in quality of life by 10% in people on chemotherapy, contrary to published research that typically shows quality of life declines following a cancer diagnosis. Our programmes have demonstrated significant improvements in mood and psychological wellbeing, improved confidence, and self-efficacy. We have helped many people return to work and re-engage with society after diagnosis and treatment.; ; The Alvie programme improves access to better health, irrespective of location and circumstance, through a digital first approach. It addresses a major problem of health inequalities in patients with acute care conditions. Many patients who are in poor health and with multiple co-morbidities struggle with reduced access to gold-standard treatment, poor treatment outcomes, high recurrence and readmission rates, poor recovery and long-term quality of life issues. Around 50% of cancer patients either do not start or do not complete their cancer treatment because of their general health. ; ; Alvie supports the wellbeing of our staff. As part of our mental health support we organise regular “reflective practices” to analyse patient interactions. We also provide professional supervision for our clinical team to help ensure good governance of their professional practice. Alvie also employs a psychologist who can provide additional support as required. ; ; We have also established a Cycle to Work scheme and employees can access discounted gym memberships. We have a flexible working policy that allows eligible employees to request a change to their working pattern.

Pricing

• Price: £150 to £300 a user
• 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 krishna@alviehealth.com. Tell them what format you need. It will help if you say what assistive technology you use.