MediShout

MediShout

MediShout improves staff productivity of organisations. We aggregate all operational departments (e.g. IT, stock, equipment, facilities, estates) and suppliers onto one platform and our app allows staff to instantly report and resolve operational issues. MediShout is applicable to any building relying on operational departments or logistics e.g. hospitals, care-homes, pharmacies.

Features

• Instant issue-reporting from staff to those who create change
• Crowd-sourced building management platform
• Mobile app connects front line staff to helpdesks and suppliers
• Technology platform aggregates all logistical Departments
• Staff communication
• Instant issue resolution
• Big data-analytics
• Advanced analytics to prevent issues
• Aggregating Departments and systems
• Single staff interface

Benefits

• Make staff more productive
• Prevent delays to staff from operational issues like broken computers
• Prevent operational issues recurring and negatively impacting staff
• Staff can control their environment so better workforce morale
• Better efficiencies and work-flows within a building e.g. hospital
• Staff focus on job e.g. clinicians focus on patient care
• Collate data on workflows in ways never achieved
• Save money from inefficient systems and waste
• Let customers / patients become the focus of the organisation
• MediShout highlights the key blocks in the system needing fixing

£1,000 to £10,000 a licence a month

• Free trial available

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 ash@MediShout.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

516903309026041

Contact

Ashish Kalraiya
07930950335
ash@MediShout.co.uk

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: Staff use the MediShout app to report operational problems e.g. broken computers, missing stock. This information then directly feeds into existing helpdesks or departments within the customer's organisation, or to external suppliers. The MediShout Dashboard can be used as a stand-alone product to see issues reported.
• Cloud deployment model: Public cloud
• Service constraints: Nil
• System requirements:
  • Organisations need the internet to access MediShout
  • To send messages, staff need smart-phones, tablets or computers

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: A dedicated Technical Support Team can be accessed by customers Monday to Friday 9am - 5pm (excluding Bank Holidays) via email or phone call.; ; For emergency issues that arise at any time in the evening, weekend or Bank Holiday: customers will have a dedicated phone number to contact a member of our team. Said person will have the capacity to either fix the problem, shut down the system temporarily or call for additional technical support.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: MediShout is offered to customers on a monthly subscription fee. Included in this fee are two levels of support:; ; 1. Customer Success Manager - named and assigned to each customer. This person will offer support on the product, features, optimizing functionality and outcomes.; ; 2. Technical Support - for any technical issues relating to the software, we offer Monday to Friday 9am to 5pm support to resolve any issues. For emergencies we provide an out of hours and Bank Holiday phone number to contact.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once a customer has signed up to MediShout we customise the product to their needs e.g. adding building areas, categories and assigning who receives information. Thus the foundations are all set-up.; ; Thereafter, we provide training (onsite or online, based on customers preference) on how to manage and adapt features plus how to optimise use of our product. We leave customers with documentation for ongoing reference plus they have an assigned Account Manager to ask further questions of at any time.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users can extract data at any stage from the MediShout Dashboard by simply clicking an "Export Data" button. This will be available to customers up until their contract ends.
• End-of-contract process: We offer MediShout on a monthly subscription fee. Included in the price is: onboarding, data storage and security, unlimited app downloads for users, full access to the MediShout platform, technical support, an assigned Account Manager, data extraction. At a premium price, we can integrate with existing Helpdesks and provide advanced data-analytics on improving organisational efficiency for the customer. At the end-of-contract the customer can choose to continue using MediShout. If they decline to continue using MediShout's services, written notification must be sent to our team. MediShout will then offer the customer a time-frame within which they can export all data that has been generated during the use of our services. Thereafter, the customer will be removed from the MediShout platform and app, and their staff's access to our website and app will be blocked, and their data removed from our system.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: 1. To send a message regarding an operational problem staff can use our mobile app (on smart phone devices) or on desktops - the user experience between mobile and desktop services is identical. Staff using MediShout to report issues will have to submit the same information whether using mobile or desktop. 2. To access the MediShout Dashboard to see information sent, customers will need a computer (desktop or laptop) and must log-in to the MediShout website using the internet.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Users can contact us to collaborate on connecting the MediShout platform to existing software solutions via APIs. The purpose is to allow information to be transferred from MediShout to existing software solutions such as helpdesks, and vice versa. This also relies on such solutions having open APIs themselves.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customers get access to the MediShout Dashboard which they can access via the internet. Here they can customise parts of the app relative to their site. For example, they can add or edit forms and manage user lists. More advanced customisations would require support from the customer success team or the product team.

Scaling

• Independence of resources: Customer accounts are separated across our main framework so will not be affected by other users on the service. We have sufficient bandwidth to cope with as many customers as required, thus no interruption to services should be experienced by any customer. This has been calculated by our team who can predict the maximum number of issues that occur within any given organisation based on factors such as building size and staff numbers. Our storage and cloud-processing is scalable based on number of customers we onboard.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide: 1. How many issue messages have been sent 2. How many issue messages have been resolved (and thus how many outstanding) 3. Number of staff that have downloaded the app 4. Which areas in the customer's building are having the most issues 5. How much time of staff is being wasted by operational problems 6. Which category of issue (e.g. IT, housekeeping, equipment etc) is causing most issues to the organisation
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• 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: Customers are granted a log-in and password to the MediShout Dashboard where they can view all of their own data. This can be exported instantly by simply clicking an "Export Data" button.
• 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: The platform and app are offered immediately as soon as contracts are signed and returned to the MediShout team. SLA's focus on technical specification to be provided and the process for fixing any possible bugs. In the unlikely event of service downtime exceeding 72 hours, a daily compensation will be made for each day of service not provided. This will be based on the rate paid by customers and returned either via direct bank-transfer to the customer or by reducing the payment requirements in the following month's invoice.
• Approach to resilience: Available on request
• Outage reporting: Outages are mainly reported via emails to users and customers. Failing this we would contact the customer via telephone directly. We have a public facing website which would also explain if this occurs. We would send out push notifications to apps, if the app itself was not affected by the outage.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: User access control measures stratify users according to the client site and an individual's role within their organisation. This limits the data that an individual will have access to, in addition to their ability to customise the software to their organisation's needs.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: 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: QMS International Ltd
• ISO/IEC 27001 accreditation date: 20/12/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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:
  • NHS Digital DSPT
  • NHS Digital DCB0129

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: We are ISO 27001 certified and follow all relevant associated policies and controls. We have a technical support email and a contact number for first line reporting, and this gets escalated to the Chief Product Officer and then CEO who ensure policies regarding security are stringently followed.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change management is performed through the use of modern software tools and established change management processes. Code is versioned through source control and deployed on sandbox systems to allow thorough testing, before a change is deployed to clients. Changes are tracked using an internal system, customers can call to request an update on progress, or access the change management portal directly.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Regular vulnerability scans are scheduled on our cloud service to ensure new vulnerabilities are identified and appropriately patched. Once a vulnerability is visible, it is scheduled into development as a priority to ensure it can be deployed quickly and the service remains secure.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Application and hardware logs are utilised internally to monitor any potential risks or threats. This includes the use of alerts which allow us to respond and mitigate potential issues quickly.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be triggered by automated alerts, or users contacting us by phone or email. Once an incident has been raised, it is assessed in line with our support levels to determine the scale and severity of the incident. Incidents of small-severity can be tracked within an online system, those larger in scale will be led by an Incident Manager who will keep the afflicted parties informed and later provide an incident report on what happened, what action we have taken, and any action users should take.

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
  • Wellbeing

  Fighting climate change

  MediShout aims to improve sustainability in different ways. Firstly, we help reduce paper consumption and create paper-free digitised pathways. This has a large environmental impact and also saves Trusts thousands of pounds per annum on paper. Furthermore, we reduce carbon footprint from reducing transportation of stock and equipment from hospitals to suppliers, and reducing the required visits of people such as medical device reps. We also improve sterile services efficiency and endoscope maintenance, which are known for their environmental impact.

  Wellbeing

  MediShout aims to improve wellbeing in different ways. Firstly, digitising operational pathways has consistently shown to improve staff satisfaction. Secondly, reducing repetitive administrative tasks allows users to prioritise high value work, improving wellbeing

Pricing

• Price: £1,000 to £10,000 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: There is potential for a free 3 month service with unlimited app users and platform use. This would depend on the nature of the agreement with the customer. Hard integration with existing systems would not be included.

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 ash@MediShout.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.