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.


  • 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


  • 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

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G-Cloud 13

Service ID

5 1 3 7 4 3 3 3 7 1 8 2 8 7 5


Telephone: 07399236116

Service scope

Software add-on or extension
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
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
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

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
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
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
Application to install
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Differences between the mobile and desktop service
Mobile apps are native applications for iPhone and Android.
Service interface
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
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
API documentation formats
API sandbox or test environment
Customisation available
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.


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.


Service usage metrics
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


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
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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
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 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
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
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications
  • HISP Privacy and Security
  • 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
Security governance certified
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

Social Value

Fighting climate change

Fighting climate change

Covid-19 recovery

Covid-19 recovery

Tackling economic inequality

Tackling economic inequality

Equal opportunity

Equal opportunity





£121,594.50 a licence a year
Discount for educational organisations
Free trial available

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 Tell them what format you need. It will help if you say what assistive technology you use.