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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

Pricing

£12,000 to £200,000 a licence a year

  • Education pricing 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 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

5 2 5 6 9 2 7 5 4 3 3 1 5 7 4

Contact

Living With Ltd Chris Robson
Telephone: 07990 978423
Email: 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

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.