Living With Ltd

Living With Platform

Living With’s virtual rehabilitation platform helps over 40 NHS Trusts and ICB’s to assess, manage and rehabilitate more patients faster, with less resource, across symptoms and conditions. We do this with a single patient app, single clinician platform and catalogue of digital products, without needing 100s of different apps.

Features

• Personalised virtual rehab via single patient app and clinic dashboard
• Configurable to local service needs: pathways, conditions, symptoms, treatment stages
• Specialties: respiratory, rheumatology, perinatal, urogynaecology, oncology, MSK, long covid, CFS
• Pathway support: prevention, self-referral, assessment, triage, treatment, offboarding, PIFU/LTC
• Patient tools: outcomes, diaries, symptoms, exercises, medication, goals, treatment programmes
• Comprehensive patient education resources across symptoms and conditions
• Care plan designed to promote patient adherence to prescribed treatment
• Data to drive stratification of support, resource optimisation, service transformation
• Messaging inbound or outbound, with resource attachments and appointment reminders
• Patient management: onboarding, monitoring, treatment optimisation, groups/group messaging

Benefits

• Manage complex rehabilitation 10 times more efficiently than traditional therapy
• Increase adherence to treatment programmes
• Enable MDTs to manage complex rehab across treatments and pathways
• Simplify referral/ accelerate triage: delegate more effectively to patients/non-clinical staff
• Rehabilitate patients faster in the community with remote monitoring/virtual care
• Improve compliance with procedures/surgery via home-based prehab/rehab programmes supported remotely
• Increase self-management via education, tools and supported discharge with PIFU/SOS
• Improve LTCs: virtual reviews reduce hospital visits and support remission
• Collect data more easily/safely for research/audit and sharing with partners
• Centralise virtual care across sites/services/clinics; increase clinical throughput

£12,000 to £200,000 a licence a year

• Education pricing available

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 chris.robson@livingwith.health. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

525692754331574

Contact

Chris Robson
07990 978423
chris.robson@livingwith.health

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: The software supports certain browsers
• System requirements:
  • Clinician / administrator portal available on computer / tablet
  • Patient app on smartphone / tablet with Android or iOS
  • Web based access for carers on mobile/computer/tablet

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to provide responses within 24 hours to all requests, but our help desk is not manned at the weekend, unless by bespoke agreement. Priority-based.
• 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), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Living With deliver the following Support Services:; (a) the day-to-day operation, management and maintenance of the Supported Assets;; (b) a first-line telephone helpdesk, which is manned during UK working hours on 0800 909 8959 and is available for voice messages on a 24 x 7 basis on 0800 909 8959 (or such other number as is notified to the Client from time to time);; (c) email support via support@livingwith.health; (d) identification and resolution of Incidents.; ; This is provided at no additional cost as part of the platform annual licence fee. ; ; Additional levels including 24 x 7 manned support are available by agreement. ; ; Support is provided by a dedicated Technical Account Manager with access to specialist engineers as required
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding support is provided to services, clinicians and patients.; ; We work with the customer to support their pathways optimally, agreeing what clinical and administrative staff requirements are and setting up the Living With clinics to match these. ; ; During the initial clinic configuration and set up, selected products, features, assessments, content, names, contact details, access to apps for patients will all be covered. The first clinicians will be invited. Basic training and invitation of dummy patients and pathways will be explored.; ; Subsequent training with the wider teams will involve understanding all aspects of the solution. As standard, clinic onboarding is provided remotely. Onsite training can be provided. ; There is no restriction on the amount of training available.; We provide “clinician” user guides.; ; Patients can be prescribed the service in 2 ways:; 1. By their healthcare professional. They are provided with an activation link which will allow them to set up their user account and then download the app from either app store and login to support their treatment. ; 2. Or through a self referral process using either a QR code or a URL.; ; They can be provided with a range of supporting videos and materials
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Individual patient records can be directly exported.; Full data extracts can be provided on request via secure transfer, in an accessible format, in line with regulations. Termination of contracts would be dealt with on a case by case basis.
• End-of-contract process: Nominal cost agreed with Buyer to cover a 3-6 month wind down and data extract, while existing patients continue to be supported by Living With.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Patients access the rehab tools and resources via an app on their mobile device.; Clinicians access the dashboard via desktop web browser (or tablet if screen sufficiently large). ; The app and the dashboard are different applications.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The clinic platform contains features for patient management and some access to data reports.; For multi-clinic partnerships, a service management interface for setting up new clinics and monitoring service levels can be configured on request (price depends on scale and requirements)
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Internal testing.
• API: No
• Customisation available: Yes
• Description of customisation: The service comprises options for products for different conditions and symptoms; and for features including assessments, diaries, outcome measures, treatment and educational programmes, messaging and other tools; these are configured to meet local needs as part of the set-up process. Also clinic details, logo, contact numbers - for patient-facing information.; Buyers can then use their virtual rehab clinic in any way they choose - customising via SOPs to local pathways.; Patient groups can be customised directly by any staff member.; Clinical leads can create templates for attachments to messages.

Scaling

• Independence of resources: Our services are deployed into an AWS environment across multiple availability zones, with multiple stacks. Our stateless architecture ensures no interruption to service in the event a single instance is slow. Autoscaling is enabled where appropriate. Batch processing is isolated from the rest of the infrastructure. High intensity reporting queries are only ever via a read-only-replica.; All features in the mobile apps work offline, guaranteeing no interruption to service for patients.

Analytics

• Service usage metrics: Yes
• Metrics types: Quarterly or monthly summaries of patients invited, registered, discharged. Cohort-level indicators of demographics, patient-reported outcomes, diaries, treatment programmes, assessments, messaging. ; Other on request.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • 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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data stored at rest in the underlying storage is encrypted, as are its automated backups, read replicas, and snapshots. Amazon RDS encryption uses the industry standard AES-256 encryption algorithm to encrypt all data on the server that hosts the RDS instance. ; All keys are managed by Amazon’s key management service, which operates a NIST SP800-57 compliant key protection.; Annual review of NIST SP800-57 compliance
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Clinicians/staff can export patient data to a password-protected spreadsheet for upload to EPR. Also individual diaries via PDF download. Patient exercise prescriptions can be printed / saved as PDF.; Patients can export diaries.
• Data export formats: Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats: Other
• Other data import formats:
  • JPEG
  • PNG
  • .Doc/Docx
  • .PPT/PPTx
  • .xls/xslx
  • PDF
  • RTF
  • TXT

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)
  • Other
• Other protection within supplier network: Networking and firewalls in place.

Availability and resilience

• Guaranteed availability: Reasonable commercial efforts will be used to provide network service availability with a monthly uptime percentage of at least 99%.Upon incident notification by the customer or automated monitoring tool, the Recovery Time Objective will be:; a) 4 hours during office hours and; b) 8 hours during out-of-office hours relative to the deployment location. The IT team will actively monitor the service and apply corrective measures to it during business days. A team of IT professionals will monitor the system from 08:00 until 17:00 (UK time), from Monday to Friday, except Bank Holidays; ; Our historical service availability has been consistently above 99.9%.
• Approach to resilience: This information is available on request.
• Outage reporting: We monitor the service 24/7. Any outages are communicated with the client in accordance with agreed arrangements. This typically includes email alerts to nominated contacts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: 2 factor verification at the point of registration
• Access restrictions in management interfaces and support channels: The service enforces role-based accessed controls that are are defined on a very granular level to ensure that access is granted to the minimum subset of functionality and date required to perform the role.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications:
  • NHS DSPT Toolkit 'Standards Exceeded'
  • NHS DTAC 100%

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: NHS DSPT Toolkit 'Standards Exceeded'; NHS DTAC 100% Compliance; Cyber Essentials Plus
• Information security policies and processes: We have implemented comprehensive security controls policies and processes as part of our compliance with ISO 13845, ISO14971, ISO 27001. This includes:; ; Compliance with all relevant data protection legislation and NHS best practice.; ; The vetting of all staff who handle personal information.; ; Technical and physical access controls.; ; Regular penetration testing.; ; The management of zero-day threats.; ; Mandatory reporting of security incidents and near misses to the Chief Executive.; ; Regular reviews of security arrangements.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All configuration changes are tracked through JIRA.; All changes to production are made via source control.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We are compliant with Cyber Essentials Plus. More information available on request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: End point security solution throughout the business. ; ; Software patching for newly discovered vulnerabilities is automated on a daily cycle. In exceptional cases, patches may be manually initiated ahead of the daily cycle.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a formal process for managing incidents as part of our implementation of our ISO 13485 quality management system. Users may report incidents by telephone, email, text or chat.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Virtual rehab reduces paper and printing. It reduces patient's need to travel. For some conditions it reduces use of disposable interventions and supports (e.g. continence pads). ; // Staff work mostly remotely, reducing emissions from travel. ; // Meetings are conducted with customers mostly remotely, again reducing travel.

  Covid-19 recovery

  Virtual rehab facilitates access to healthcare for the vulnerable and reduces infection risk.; // Living With supports new ways of working to deliver services.; // The Living With Covid Recovery product specifically supports the physical and mental health of patients with Long Covid and helps people recover and return to economic activity.

  Tackling economic inequality

  Virtual rehab reduces barriers to accessing services (cost of travel and time off work); increases health literacy; accelerates return to work.; ; // Contracts with Living With contribute to other social value policy objectives:; * Creating opportunities for entrepreneurship; helping new, small; organisations to grow, supporting economic growth and business creation; * Influencing staff, patients and communities to support employment and skills opportunities in high growth sectors; * Supporting innovation and disruptive technologies to deliver lower cost and higher quality goods and services; * Supporting the development of scalable and future-proofed new methods to; modernise delivery and increase productivity; * Demonstrating collaboration and a fair and responsible approach to working with partners; * Demonstrating action to identify and manage cyber security risks; * Influencing staff, patients and communities through the delivery of the contract to support resilience and capacity

  Equal opportunity

  Virtual rehab facilitates remote access to care and receiving care at home. Educational resources enable patients to learn how to look after their health. Family carer access improves support for the elderly, those with lower levels of English or low technological affinity.; // Freeing up service capacity allows greater focus of resources on those with greater need for support.; // Deployment of virtual rehab provides opportunities for staff from all backgrounds to move into higher paid work by developing new skills and competencies.

  Wellbeing

  Information resources and tools provide increased confidence in self-care and health management. They support general wellbeing as well as symptom/disease specific, including management of sleep, stress/anxiety, depression, pain, activity levels and fatigue.; // Living With products also contribute to the social value policy aim of improving community integration, as they are created in collaboration with users and communities in their co-design and delivery.

Pricing

• Price: £12,000 to £200,000 a licence a year
• Discount for educational organisations: Yes
• Free trial available: No

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 chris.robson@livingwith.health. Tell them what format you need. It will help if you say what assistive technology you use.