Nourish Care Systems Ltd

Nourish Rostering

Nourish Rostering is the leading care rostering software on the market. Our user-friendly platform offers a comprehensive solution for scheduling staff rosters, managing client appointments, tracking staff time off, and administering medication. With our intuitive drag-and-drop interface, you can view travel times and find staff members for each client.

Features

• Drag-and-drop staff scheduling/client appointment management
• Built-in eMAR for medication administration, outcomes and reporting
• Real-time escalation alerts and action management
• Live reporting, including customisable reports and inbuild ContrOCC reports.
• Mobile App, including handover/appointment notes, tasks and care plans.
• Care/visit tasks, requirements and skills/attributes tools.
• Comprehensive financial system for invoicing and timesheet generation
• Staff time off management including in-app requests
• Electronic call monitoring: built-in app start/stop; OTPs; NFC Tags
• Recommend Carer button based on travel time, preferences, skills.

Benefits

• Simplify staff rostering with user-friendly drag-and-drop scheduling tools.
• Enhance on-the-move operations with a supportive mobile app.
• Receive and act on real-time updates via customisable alerts.
• Facilitate smoother shift changes with detailed handover notes.
• Streamline staff management with integrated leave requests
• Improve financial precision and simplify financial workflows.
• Improve medication tracking for better compliance and auditing
• Improve care delivery with detailed task lists.
• Optimize staffing with intelligent carer recommendations.
• Generate customisable live reports effortlessly.

£1,320 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 sales@nourishcare.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

506494589788750

Contact

Jess Osmond
02380002288
sales@nourishcare.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Integration Partners Available
• Cloud deployment model: Private cloud
• Service constraints: Support services operate from 09:00 AM to 10:00 PM, offering live chat and phone support. Web app deployments occur weekly with minimal downtime. Extended maintenance typically runs from 10 pm to 6 am, potentially causing interruptions. Users are notified of planned maintenance via in-app messaging beforehand. Urgent maintenance, if needed, is announced on the day with a banner message displayed on the platform. Unplanned maintenance is swiftly addressed upon detecting a level 1 fault. Point-of-care delivery remains unaffected, leveraging offline mobile app functionality.
• System requirements:
  • Nourish is a Cloud hosted SaaS Platform
  • No on premesis server required
  • Controlled hardware such as handsets, tablets and laptops
  • Internet speed recommended 10Mbps or faster and latencies under 400ms

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is available via live chat. Live chat support response times' SLA is 3 hours Mon-Fri 9am-5pm BST, however response times are often much quicker than the SLA maximum. Operational Support-Responding to emails where live chat is unavailable is 1 business day. No additional cost is required for Support Services. Each customer is allocated a Customer Success Manager, also at no additional cost.
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Managed by a leading third party chat provider - Intercom.
• Onsite support: Yes, at extra cost
• Support levels: Support is available via live chat. Live chat support response times' SLA is 3 hours Mon-Fri 9am-5pm BST, however response times are often much quicker than the SLA maximum. Operational Support-Responding to emails where live chat is unavailable is 1 business day. No additional cost is required for Support Services. Each customer is allocated a Customer Success Manager, also at no additional cost.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: 1. Dedicated account/customer success manager ; 2. Online group training sessions for Initial training; Finance training; Tasks, requirements, skills & Attributes; Rostering & Scheduling; Mobile App training; 3. Online self-service guides ; 4. Onsite training ; 5. Data imports for carer/client profiles, diary entries
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users are provided with a Data Extraction Guide and can extract their own data using the reporting suite available to them. Format includes CSV or PDF.
• End-of-contract process: Users are provided with a Data Extraction Guide and can extract their own data using the reporting suite available to them. Format includes CSV or PDF. This is at no additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our mobile application is aimed predominantly at providing access to Rota Rostering and recording information at the point of care focusing on a carer whereas all management functionality is provided on the web based platform. Keeping it simple and easy to use depending on actions required.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Our API is reserved for internal functionality and third parties.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers are able to use the best practice sector standards and customise where needed to meet their organisation and persons supported requirements.

Scaling

• Independence of resources: Our infrastructure for the main platform is hosted on AWS using auto scalable technology such as Aurora databases, elastic cache and load balanced webservers meaning we are able to almost instantly scale up or down as demand requires. Customers on a muli tenant solution will be affected by the overall usage on the tenant.

Analytics

• Service usage metrics: No

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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: It is a core functionality to enable the export of all data via CSV or PDF formats.
• Data export formats: CSV
• 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: Nourish Platform shall be maintained at a level of 99.72% or better excluding:; ; - periods of Planned Maintenance;; - unavailability caused by the Care Provider’s own infrastructure;; - misuse or the failure of the Care Provider’s internet service provider
• Approach to resilience: Nourish is hosted using AWS best pracitces this includes scalability and reliability
• Outage reporting: Before any planned maintenance, or during an outage Nourish will display a banner on the Nourish Platform to give end users notice of the event.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Nourish has a role based management solution that enables complete customisation of permissions.
• 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 have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 19/05/202
• What the ISO/IEC 27001 doesn’t cover: Full Scope
• 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:
  • DSCR
  • DSPT

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Nourish is compliant with ISO 27001:2022 which governs all Information Security Policies. We see this as a minimum standard of acceptable Information Security for this level of data processing and management. Nourish also maintains both Cyber essentials plus and PCI-DSS standards across the organisation. Nourish has Senior Management Representation as the ISO27001 sponsor and reports to the board on Information Security on a monthly basis.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: We have a change management policy for internal software, agile development includes testing, as part of this we test for vulnerabilities ready for our yearly penetration external testing. We email nominated contacts for larger feature releases, in app updates are also used. As our website is a SaaS based platform we do not give guidance on securely configuring your systems. If you purchase devices from Nourish they come with our MDM to maintain device security. All change management for our cloud based systems are handled within AWS infrastructure.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Nourish will aim to fix any: Critical: As soon as possible - a developer will start working on the fix straight away and any fix will be deployed once tested. High: Within 2 weeks of initial reporting. Medium or below: Assessed and if applicable a fix will be scheduled into next available sprint.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Nourish used AWS guard duty and other protection tools available this enables us to monitor and respond when needed.
• Incident management type: Supplier-defined controls
• Incident management approach: Nourish has an Incident Management Policy and Procedure that will be used in the event of a Security Incident covered by the ISO 27001:2022 scope. Nourish will work directly in this event in line with ICO guidance and work collaboratively to provide detailed analysis and reports.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Nourish is committed to improving our environmental impact, currently we monitor our carbon footprint, offer the; Bike2Work payment scheme for employees which offers up to £1000 towards a bike to cycle to work. Nourish also; uses a renewable energy supplier for our office space in Bournemouth!; Nourish hosts as many, training and demo meetings online/virtual, as possible which is more valuable to our; customers and reduces unnecessary travel. We offer the latest modular economically sustainable phone as a; longer-term alternative option (5+ years) to the Nourish Lite handsets (2 years). Nourish is committed to continually; looking at ways to reduce its impact on the environment.

  Equal opportunity

  Nourish pride themselves on being an ethical employer, providing numerous ways to ensure employee; happiness and retention. Equality and Diversity training is provided to all employees and is mandatory.; Nourish have a wide variety of areas that collectively help to make up our Corporate and Social Responsibility; Policy.

  Wellbeing

  We actively encourage and understand the importance of a good work life balance and review any employees; concerns that may arise in a timely manner. We have a dedicated HR Team who are available for any queries.; With regular reviews and catch ups with line managers, all queries and concerns both in the workplace and; personal issues have an opportunity to be heard, discussed, with the hope of working towards a solution.; Being proactive rather than reactive, we can make sure that all employees feel they have a happy and safe; working environment. All Health and Safety Policies, Compliance and HR Policies and Handbooks are kept; centrally on the HR System which all employees have access to, and all employees are shown as part of our; company induction. These are reviewed and reissued regularly. With a dedicated Compliance Team, HR and; H&S Officer, there are numerous people for employees to come to with any queries in confidence where they; feel this is helpful regardless of where they are based. All employees are booked into mandatory training as; part of their induction. They are also offered on the job training and professional development if required.; In the offices, we have a communal kitchen areas, with free tea, coffee, soft drinks, and a food preparation; area. We encourage employees to take part in activities such as; board games nights, volleyball on the beach; and regular team building days. Even when working from home, you will always feel part of the Nourish Team.; All offices offer flexible working for a better work life balance where possible, and if you wish to exercise; before work, or during your lunch break.; Nourish encourages open communication including internal communication channels, weekly meetings are; held to provide insights from each department for the previous and upcoming week.

Pricing

• Price: £1,320 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 sales@nourishcare.com. Tell them what format you need. It will help if you say what assistive technology you use.