INNOVACCER LTD

InCare (Integrated Care Coordination)

Provides solutions to help care teams simplify redundant tasks and bridge care gaps. With 360-degree patient profiles updated in real-time and automated worklists, InCare reduces manual efforts and enables the delivery of patient-centric care.

Features

• Automated worklists to support care plans and close gaps-in-care
• Comprehensive patient profiles through Patient 360
• Automated outreach for enhanced engagement with patients
• Communication between physician & care teams within EHR workflow.
• Mobile App to connect with patients
• Population stratification by multiple risk factors, initiatives, Social Determinants, etc.
• Built-in assessments and care protocols. Dynamic and patient-centered care plans
• Strategic Care Management Worklist Automation
• Innovative point of care engagement
• Insights and Dashboards for Users

Benefits

• Orchestration of specific outcomes-oriented workflows
• Improved provider retention and experience
• Improved payer-provider communication & collaboration
• Reduced churn of providers
• Streamlined processes for critical admin and performance needs
• Reduces manual effort to search for patients in system
• Ability to track RoI, impact of users & initiatives etc.
• Time tracking & productivity analyser
• Improve medication adherence in patients
• Enable True Patient-Centred Care

£121,594.50 a licence a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 john.gurnett@innovaccer.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

513743337182875

Contact

John Gurnett
07399236116
john.gurnett@innovaccer.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Platform Services (Data Activation Platform)
• Cloud deployment model: Public cloud
• Service constraints: The Innovaccer solution requires hosting within Microsoft Azure, Amazon Web Services, or Google cloud Platform.
• System requirements: Requires hosting within Microsoft Azure, AWS, or Google cloud Platform.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Innovaccer's response time and resolution time depends on the severity of the ticket raised. Severity is categorised into Critical, High, Medium and Low. Response time for each of the the mentioned severity is <2 hrs, <4hrs, <1 business day, <2 business days respectively. And resolution time is <6hrs, <9hrs, <3 business days and <5 business days respectively.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Innovaccer provides four levels of support:; 1. L1 - Common issue resolutions, monitoring and SLA reporting; 2. L2 - Performance Impacts, Service Degradation; 3. L3 - Scheduled Updates; 4. L4 - Product Enhancements, churn; Innovaccer provides a dedicated Customer Success team
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Innovaccer conducts an in-person training program with the users at the client location and then scales the training program to all providers, using a train-the-trainer approach, via 3-5 workshops conducted for geographically co-located groups of provider representatives. This is done in person or live stream webinars. We have developed Innovaccer Academy (in-house Learning Management System (LMS)) which is designed to bring extensive video content and learning courses to customers and their broader stakeholders. Videos and learning pathways are designed to serve a range of purposes based on need, including for general healthcare industry education and boosting end-user adoption of Innovaccer solutions.; Further, there are InCustomer reports that track usage and adoption. The improvement initiatives will use the metrics from the adoption data used by both the customer success team and the team at the health system. Additionally, we track user adoption using Mixpanel, that track user adoption and operational performance measures, inclusive of count of active provider users, user login activities, technical errors etc
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon contract completion or termination, Buyer will have the rights and access to all Buyer's data. Innovaccer will archive the data and provide the data to Buyer in the desired format.
• End-of-contract process: As mutually agreed upon within the contract, Innovaccer will project manage the transfer of responsibilities to buyer and/or a third party vendor for all areas that are not proprietary to Innovaccer during a predefined termination period. Details will be outlined within the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile apps are native applications for iPhone and Android.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The web user interfaces are single page web applications built on JavaScript frameworks (React, Angular); Mobile apps are native applications for iPhone and Android.
• Accessibility standards: None or don’t know
• Description of accessibility: The user will get access to a web based portal application that provides secure remote access to end users. Innovaccer provides a web portal through which clients can directly access the application and a compatible browser needs to be installed on the client machine to access the application.
• Accessibility testing: No
• API: Yes
• What users can and can't do using the API: The Innovaccer InGraph solution is enabled by our Data Activation platform which includes a robust API capability (InAPI). Once the data is within the platform, the InAPI capabilities enable high-scale API services, built on FHIR, for robust integrations to other systems. It also supports data publishing via message queues and flat files.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Configurable strategy module:; InCare is powered with a customer configurable ‘Strategy’ module, for event-based care coordination that allows the care managers to generate an automated worklist by prioritising patients according to events, risk scores, age, gender, clinical conditions, and other relevant factors.; The care management leadership (for instance, the CMO or CM head) can perform the following functions using the ‘Strategy’ module within InCare:; -Build patient assignment strategy; -Create region-specific strategies; -Prioritize patients by event type (Demographic Details, ADT Events, Measure Gaps, Risk Scores or Payers); -Map patient to care managers by type of event; -Setup care protocols to be assigned for patients; -Reorder, edit or delete priorities; -Define time to be spent on a particular strategy; -Each care coordination opportunity, strategy, or program, defines the opportunity and cost according to the metrics used (and subsequently tracked) in building the program.

Scaling

• Independence of resources: Each customer environment is deployed into its own independent cloud hosting tenant. Therefore, no usage by one customer can have an impact on other customers.; Additionally, each customer implementation has load balancing and auto scaling enabled which enables our applications to automatically scale up and down on the load. As system requirements grow with number of users and population data, dynamic scaling can be done vertically or horizontally as required. System resource requirements do grow with the number of users which may incur additional infrastructure cost.

Analytics

• Service usage metrics: Yes
• Metrics types: The solution sits atop the Innovaccer Data Activation Platform which has robust dashboards and reports to allows users to track the status of data ingestion pipelines and data quality checks as well as overall platform usage and adoption.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Innovaccer provides access to the platform via on-demand or scheduled data export, API access, and SQL data access, in addition to the primary user interfaces of the application. Innovaccer’s platform also offers the capability to export data to existing third-party applications, by one of the supported mechanisms including API, SFTP, or SQL query bench, depending on the destination system. ; Reports can be downloaded and exported in PDF and Excel formats.
• Data export formats: Other
• Other data export formats:
  • API
  • SFTP Server
  • SQL Workbench
  • CCDA Export
  • 837 Export
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Delimited Files (CSV, etc.), DBF, and XLS
  • Nested Documents: XML, JSON - Via API, PDF, and CCLF
  • Data Exchange Standards:HL7, FHIR-API, C-CDA, USCIS, JSON,
  • Data Exchange Standards:X12N 837, X12N 835, X12N 820
  • Data Exchange Standards:X12N 276/277, SOAP, X12, XM, X12N 278
  • Data Exchange Standards: X12N 834, XML, X12N 270/271
  • Application has pre-built ingestion parsers for standard format ingestion.
  • Application can to adapt to any custom format customer require.

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: Innovaccer guarantees 99% application uptime with the auto-scaling capability to scale up and down depending on the load.
• Approach to resilience: Platform is deployed in Multiple-Availability zone along with BCP & DR Plans in place. We use Kubernetes which is a self healing technology, and along with Horizontal & Vertical scaling platform is highly resilient. Perimeter security controls are also in place and platform is frequently tested to be resilient against various metrices
• Outage reporting: Innovaccer will promptly notify Buyer of any Unplanned Outage (whether or not for system emergency), including a description of the Unplanned Outage and the expected or estimated time until normal operations will resume.; Innovaccer Customer Success Manager notifies customers of scheduled downtimes 48 hours in advance of any major service interruption via email. In the event of unscheduled downtime, the Customer Success Manager will notify our customers as soon as the downtime has been identified.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: For user authentication, the platform supports two-factor authentication. We also provide flexibility to integrate with a customer's 2FA solution, if being used currently. Innovaccer provides LDAP/Active Directory authentication as an option for identifying and managing users. Administrators can configure Innovaccer to use their existing LDAP/AD as the system of record for centralized management of user identity, organisational units, and credentials. Users can authenticate into the platform using familiar credentials, which are checked against LDAP/AD on every login. The OAuth Authentication mechanism is used for user login, providing industry level security. We also support OKTA, & other SSO authentication mechanisms.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: Users have access to real-time 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: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • HIPAA
  • HISP Privacy and Security
  • HISP CEAP
  • SOC-II Type II
  • HITRUST certified with the prestigious NIST Cybersecurity Certification
  • EHNAC Privacy & Security Accreditation

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • Other
• Other security governance standards: Innovaccer is compliant with NIST & CIS and they are similar to CCA CSM
• Information security policies and processes: Innovaccer has dedicated Cyber Security & Compliance Team lead by CISO. We have experts for different Security verticals certified with renowned cyber security certifications CISSP, CISA.CISM, OSCP, CEH, etc.

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: Scope management; -Align on business workflow to handle formal change in-scope or timeline; -Approval matrix for change in scope and timelines for tracking; -Highlight financial or business impact; ; Change management; -Communicate high-level vision that instigates the need for change and identify a change leader to drive cultural shift in organisation; -Template to document any workflow changes arising due to change management process; -Formal communication on change in delivery or expectations if any due to change management ; Our in-house project management tool, InCustomer, is used. InCustomer can be used to raise and approve change management requests for Scope Change and Process.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Innovaccer management process starts when vulnerabilities are logged in Jira and Jira ticket is assigned to respective stake holders. The ticket is governed as per internal SLAs which is:; -Critical - 48 Hours; -High - 96 Hours; -Medium -120 Hours; -Low - 4 weeks
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Innovaccer has a 24*7 SecOps responsible for Monitoring & Incident Management
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: 24*7 SecOps Team governs Incident Management process based on below shown 7 stages; 1. Detection; 2. Validation; 3. Containment; 4. Mitigation; 5. Investigation (RCA); 6. Remediation; 7. Lessons Learned

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

• Fighting climate change:

  Fighting climate change

  n/a
• Covid-19 recovery:

  Covid-19 recovery

  n/a
• Tackling economic inequality:

  Tackling economic inequality

  n/a
• Equal opportunity:

  Equal opportunity

  n/a
• Wellbeing:

  Wellbeing

  n/a

Pricing

• Price: £121,594.50 a licence a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 john.gurnett@innovaccer.com. Tell them what format you need. It will help if you say what assistive technology you use.