SMARTGATE SOLUTIONS LIMITED

Radar Healthcare

Radar Healthcare is an integrated risk, quality and compliance management system. Incorporating LFPSE and PSIRF compliant event and incident reporting; CQC inspections; complaints; claims and mortality; risk management; audits and auditing; workforce compliance and consent management, all underpinned by an intelligent analytics engine to support patient outcomes and patient safety.

Features

• LFPSE and PSIRF compliant
• Instant reporting and analytics dashboards
• Automated workflows
• Digital consent processes
• Regulatory compliance tracking and evidencing
• Intelligent KPIs
• Risk Management
• Audit Management
• Incident Management
• Multi device compatible, browser based

Benefits

• Simple to use, user-centred design
• Interoperable
• Clear line of sight across the organisation and within systems
• Flexible technology to underpin business processes
• Reduction in manual processes and paper-based operations
• CQC regulation management, including in-built regulatory reports
• Digital data for improved decision making
• Reduce costs and improve efficiency
• Improve communication with features like trackable notices
• Improve quality and regulatory compliance

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

Framework

G-Cloud 15

Service ID

520327025855491

Contact

Chelsea McCann
0330 223 2740
bids@radarhealthcare.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Adult Social Care
  • Children's Social Care
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None.
• System requirements: Internet Access

User support

• Email or online ticketing support: Yes
• Support response times: Tickets have an immediate system response and are actively worked on during normal business hours of Monday to Friday 08:00 to 21:00; ; Critical (P1) faults are responded to within 1hr and across 24 /7/ 365
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: Radar Healthcare provide a standard support package covering both system and hosting arrangements, including back up, archiving and fault fail recovery.; ; System support is provided through a dedicated support desk and online help function.; ; Critical and System wide faults - 24hrs / 7 Days / 52 Weeks; ; User and Non-Critical faults - 08:00 to 21:00hrs Monday to Friday, excluding bank holidays.; ; No extra costs are applied for the standard support services.; ; Dedicated Account Management is assigned to each client, with regular engagement.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We offer a full project management service to ensure that the system is configured correctly, and that users are set up for success with their new system. We begin with a joint design exercise to map out the client requirements and scope, and then proceed with an iterative build.; ; We configure the test site for the client according to what has been scoped, and then work with clients to test the build and incorporate any changes required.; ; After UAT, the client is provided with a tailored training and adoption program, along with online help and documentation to ensure they can maintain the system going forward. We use online project management tools to collaborate with the customer, ensuring critical timelines are met.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Regarding data stored within the system, customers have two main options for its retrieval:; ; 1. We can provide you with a window of opportunity to extract your own data from the system.; 2. Our team can also extract data on behalf of the customer, to a secure repository provided by the customer.; ; An Escrow licence is available upon request.
• End-of-contract process: At the end of the contract the client has full rights to access and take a copy of all the data.; ; Once the client has confirmed that the data is no longer required it is destroyed along with any backups.; ; The data is always owned by the client, as per our licence agreement.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We have a bank of documentation, including on and off-boarding materials, which is configured for and supplied to the customer, in line with the processes. All documentation is supplied according to agreed timelines.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Radar Healthcare works as a responsive website, which adapts to the user's screen size, optimising the browsing experience by creating a flexible and responsive web page tailored to the specific devices and window/screen sizes being used, including mobile and tablets.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Radar Healthcare has a bi-directional API for transferring data in and out of the system.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Radar Healthcare is designed as a modular system, providing solution flexibility tailored to individual customers requirements. This flexibility means that we can work with you to customise Radar Healthcare to your specific needs. We use a combination of tools such as the form builder and workflow editor to replicate or transform your existing processes and procedures, whilst drawing on our extensive bank of out-of-the-box templates and Toolkits, developed in partnership with our customers. Radar Healthcare provides the perfect balance of off-the-shelf solution with customisable functionality.

Scaling

• Independence of resources: All of our services are monitored in real time to ensure that service demand is correctly provided for. The Radar Healthcare Application is load tested during development to ensure that the expected demand is catered for within the application.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data can be exported using the Reporting and Analytics functions, this can be exported to PDF, CSV, image, etc.; ; There are various print functionalities in the system that also export PDF and Excel, for example, a summary of an Incident or Audit as a PDF export.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Image
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XML
  • Database to Database
  • API

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: System support is provided 365 – 24/7 with 99.9% availability. We have standard SLA's and can also agree service credits per contract aligned to the clients' requirements.
• Approach to resilience: Available on request.
• Outage reporting: Automated emails are configured to alert of any outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Radar Healthcare has a full granular permissions structure that allows role based access to be configured for each user. This allows access to be restricted to management interfaces and support channels.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: 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

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 have 2 policies that relate to information security; Security Policy and Business Continuity and Disaster Recovery policy. These policies set out the reporting structure up to the Technical Director and what should happen if an information breach occurs.; ; Regular audits are performed to ensure the policies are being followed and new staff as part of their induction are trained on the policies to ensure that they fully understand
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: All amendments to systems will be subject to a change control request completed in advance with a fully detailed explanation of the need for and purpose of the change. Approval will be sought from the Client for each change.; ; When we believe that a new software build is fit to be deployed we follow a Change Control Process that involves several steps to ensure successful deployment and testing. This is detailed in the Project Management Procedures document.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our hosting partner, Azure, manages all our virtual servers to ensure that any OS vulnerabilities are managed and patched as required.; ; Our software uses automated testing techniques to check for vulnerabilities as part of our Agile development process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our hosting partner, Azure, manages all our virtual servers to ensure that any OS vulnerabilities are managed and patched as required. They have full monitoring in place on all of the servers to ensure that any issues are identified and dealt with quickly.
• Incident management type: Supplier-defined controls
• Incident management approach: The Radar Healthcare Business Continuity and Disaster Recovery plan consists of the arrangements in the event of a serious interruption to our business. Its aim is to minimise disruption of essential activities and the consequent financial impact including customer impact. The principal emphasis is on the response to the incident and not the cause of the incident. Incident reports are provided to clients via email or other means if necessary. Users can report incidents to our dedicated support line via phone, email or webpage.
• Post-quantum cryptography secure: No

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:
  • Public Services Network (PSN)
  • 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: 5%
• Between £250,000 and £500,000: 7.5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Monday 8 December 2025
• What the ISO/IEC 27001 doesn’t cover: There are no exclusions in our statement of applicability.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Monday 8 December 2025
• What the ISO 9001 doesn’t cover: There are no exclusions in our statement of applicability.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 842d8584-ca2d-4e11-8cab-20fbe8934027
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 77bd53cb-770a-472d-ac7b-ac652b4cf653
• 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting 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 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • 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
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • 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
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • 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
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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