VITALHUB UK LIMITED

Induction Zesty

Zesty is a patient engagement platform that transforms interactions between patients and care teams. Through integration with most leading PAS/EPR/Diagnostic systems it provides smart appointment management, paperless letters, targeted questionnaires, timely patient information, and integrated video consultations leading to clinical workflow efficiencies and enhanced patient engagement along entire care pathways.

Features

• Web-based Patient Engagement Portal with secure and simple registration
• Appointment management including Integrated (Synchronous) and Request Based (Asynchronous)
• Digital management and distribution of patient letters and documents
• Customisable patient questionnaires, conditional logic, smart scoring, SMS invites
• Bulk communications, patient guidance, content management, rules-based patient communications
• Multi-factor authentication, secure identity management, proxy access
• Full integration with NHS App Wayfinder and NHS Login
• Deep integration with most leading EPR, PAS, Diagnostic systems
• Sophisticated real-time data reporting and analytics
• Seamless integration with Attend Anywhere video consultations

Benefits

• Increased patient engagement, experience, and satisfaction delivering better outcomes
• Cost savings from a reduction of administrative overheads
• Reduced Did-Not-Attend (DNAs) driving improved resource and slot utilisation
• Improved triage of patients before appointments, and information after
• Reduced CO2 through reduction in travel and paper correspondence
• Reduced number of appointments through PIFU/CIFU/DIFU
• Improved staff experience through highly configurable and user-friendly tooling
• Improved clinical workflow efficiencies along entire care pathways
• Helps deliver NHS Elective Recovery and reduced waiting times
• Highest levels of clinical safety, privacy, security, data protection

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

Framework

G-Cloud 15

Service ID

516465469966114

Contact

Mr. Colin Garrod
+442045833142
operationsuk@vitalhub.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: The Induction Patient Portal supports a large list of leading PAS / EPR and diagnostic systems utilising both standard and bespoke interfaces. Comprehensive interfaces using HL7 V2, HL7 FHIR, Open APIs, Oauth, SAML SSO and custom configuration.
• Cloud deployment model: Hybrid cloud
• Service constraints: No known constraints.
• System requirements:
  • Internet Browsers - we support all modern Internet browsers.
  • Licensed on an annual Software as a Service basis.
  • Enterprise license is inclusive of all costs, except SMS.

User support

• Email or online ticketing support: Yes
• Support response times: Business Critical Failures - Acknowledgment of receipt of a Support Request within 2 business hours. System Defect with Workaround - Acknowledgment of receipt of a Support Request within 2 business hours. Minor Error - Acknowledgment of receipt of the Support Request within 4 business hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Standard support response times - 4 business hours. With each deployment Zesty provides 2 person days of training time as part of the set up fee. Further training days are available at extra (for price see SFIA rate card). Each deployment has a remote account manager assigned to deal with any day to day issues.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Getting started ; > Onsite training - one to one or group training provided account director or technical support team as required. ; > Online training - web based training provided by account director or technical support team as required. ; > User documentation - user guides are provided.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Word Documents
  • Excel Spreadsheets
  • Videos
• End-of-contract data extraction: 1. Standard Data Export; - Zesty supplies a full export of the Trust’s data in a non‑proprietary, widely compatible format (e.g., CSV or equivalent).; - This ensures the data can be easily imported into other systems or stored locally.; ; 2. Secure Transfer; - The export is provided via a secure transfer method agreed with the Trust (such as secure file transfer or an encrypted download link).; - This protects the confidentiality and integrity of all patient information during extraction.; ; 3. Clear Documentation; Offboarding documentation includes clear, accessible instructions on:; - What data is included in the export; - How the export is structured; - How to download and store the files securely; - This documentation is designed to meet WCAG 2.1 AA accessibility standards.; ; 4. Optional Assisted Migration; - If required, Zesty can also provide assisted migration support, helping Trust teams interpret the export and transition data into a replacement system.; ; 5. Data Deletion; Once the Trust confirms successful extraction and migration, Zesty schedules data deletion in accordance with:; - NHS DSP Toolkit requirements; - UK GDPR; - Retention and destruction policies; ; A deletion certificate can be provided on request.
• End-of-contract process: Return of Customer‑Owned Data ; Zesty provides the customer with a full export of all customer‑owned data in a standard Zesty export format.; The export is supplied in a non‑proprietary, widely compatible structure to support onward use or migration into alternative systems. This is included within the overall contract price.; ; Deletion of Customer‑Owned Data (Included in Contract Price); Following confirmation that the customer has successfully received and validated their data export, Zesty will securely delete all customer‑owned data from the platform.; Deletion is carried out within the timescales prescribed by the Data Protection Act and UK GDPR, and Zesty can provide confirmation of deletion on request.; ; Optional Additional Services (Chargeable if Required); If a customer requires services beyond the standard offboarding provisions, these can be supplied for an additional fee. Optional items include:; - Custom data extract formats beyond the standard Zesty export; - Bespoke technical or migration support; - Tailored exit activities requested by the customer; ; These services are not included within the base contract price and would be quoted separately if required.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The patient facing aspects of our platform are fully optimised for use on mobile devices, and have been tested across a wide range of devices. The service features and functionality are identical on both desktop and mobile.
• Service interface: No
• User support accessibility: EN 301 549
• API: Yes
• What users can and can't do using the API: Demographic API to return patient demographics and preferences, Document API to understand document visibility and read status, Notifications api to enable third party applications to send notifications via Zesty
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Zesty is fully cloud hosted by Amazon Web Services and is designed to support large increases in scale and large numbers of concurrent users with minimum technical input required.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics types:; > Number of user invitations.; > Number of user registrations.; > Total adoption %.; > Number of user logins. ; > Number of visible appointments. ; > Number of portal confirmed appointments. ; > Number of portal appointments added to calendar. ; > Number of appointments rescheduled. ; > Number of appointment letters. ; > Number of appointment letters downloaded. ; > Total of Registered users with "Paper free" preference.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Database level encryption.
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data import / export approach ; Patients can download their documents directly to their own device.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • HL7 V2 messages
  • HL7 FHIR R4

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: Whitelisted IP addresses and authenticated connections.

Availability and resilience

• Guaranteed availability: Availability and resilience: ; Zesty is hosted in the cloud by AWS with 99.99% guaranteed infrastructure availability. ; SLAs are provided under specific contracts to meet the individual requirements of each customer.
• Approach to resilience: Approach to resilience:; Zesty is fully cloud hosted by Amazon Web Services and is designed to see auto scaling to support large increases in scale and large numbers of concurrent users with minimum technical input required.
• Outage reporting: Outage reporting:; > Real time monitoring on both application and infrastructure levels. ; > Automated alerts to key staff 24/7. ; > Dashboard available for client monitoring.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Other user authentication: Users receive a validation code via SMS to their nominated mobile phone / device.
• Access restrictions in management interfaces and support channels: Management interfaces are hosted on HSCN and require HSCN access.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Between 6 months and 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: Between 6 months and 12 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: NHS England Data Security and Protection Toolkit (DSPT): 2021 assessment status was ‘Standards Exceeded’.; > Cyber essentials; > Cyber essentials plus ; > Other security certifications
• Information security policies and processes: Zesty adheres to the NHS IG Toolkit measures and is able to demonstrate compliance with the National Data Guardian’s 10 data security standards by our annual completion of the NHS England Data Security and Protection Toolkit (DSPT).
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes follow a controlled release program and are subject to peer sign off, Manual and Automated QA and Testing in multiple similar environments before it is agreed they can be released to the live environment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Daily vulnerability feeds from security and application vendors are reviewed by the information security team. All critical/high risk vulnerabilities are review and escalated immediately. Software vulnerabilities are identified and addressed within the development cycle before release. Automated system vulnerability scans are run monthly,; reviewed to identity the vulnerabilities. All vulnerabilities are risk ranked and remediated and rescanned to confirm that the issues are resolved. Automatic patching continuously applies updates to systems components for newly discovered vulnerabilities. Annual penetration tests are carried out by approved 3rd party partners, who are CREST accredited, to confirm that the vulnerbility management process is effective.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use a variety of internal and external systems to monitor uptime health and vulnerability of key system components on a live basis. Combined results are displayed within our internal communications tools. Live monitoring of our systems allows for rapid notification with immediate response in the event of system vulnerability. We use cloud-native tooling like AWS GuardDuty, Uptime Robot, Sentry, AppCenter and CloudWatch. If an incident occurs we follow our Internal Incident Management Policy and Process.
• Incident management type: Supplier-defined controls
• Incident management approach: If an incident occurs we have an internal incident management procedure to follow. All security incidents should be reported to the IG Lead. Incidents will be recorded on our internal system for recording such incidents. All security breaches will be forwarded to the IG team, who will log the event on the organisation's risk register, investigate, document and feedback. All incidents will be monitored, to identify recurring or high impact incidents. This may indicate the need for enhanced or additional controls. Incidents will be reported as appropriate to all stakeholders, including regulatory bodies, as soon as possible after the event.
• Post-quantum cryptography secure: Yes

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: Yes
• Connected networks:
  • Health and Social Care Network (HSCN)
  • Other
• Other public sector networks: NHS Network (N3)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bristish Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 30 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Wednesday 30 July 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 6a42672e-b586-48b2-b6c9-f1f6c81c8129
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 42ba2f56-2d16-4cb1-925a-0d87644122b9
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of issues relating to entering the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

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