PATIENTMPOWER LIMITED

patientMpower

Configurable, multi-pathway digital health solution enabling patient self-management, remote monitoring, home monitoring, remote management, virtual care, virtual wards, digital transformation, hospital at home, home spirometry. Respiratory (CF, ILD, COPD, asthma), oncology, cardiology (heart failure, hypertension, atrial fibrillation), cardio-metabolic-renal, kidney, maternity care, Integration / interoperability with electronic medical records (EMR).

Features

• Fully configurable across multiple patient pathways
• Intuitive platform, co-design with clinical and patient user
• Tailored alerts
• Device agnostic, with curated integrated device options
• Collection of objective and subjective measures inc. PROMs
• Virtual consultations
• Home spirometry quality validation
• Educational content for supported self-management
• Inbuilt integration engine for easy EMR interoperability
• Workflow automation for clinical efficiency

Benefits

• Enables digital transformation of care pathways
• Reduces need for out-patient clinic appointments
• Enables early detection of complications for rapid triage
• Reduces unplanned hospitalisation and readmission
• Empowers patients self-management
• Enables early patient discharge or avoids admission
• Increases service capacity
• Improves access to care and reduces geographic care inequality
• Improves patient symptoms and quality of life
• Increases patient reassurance and patient experience

• Free trial 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 eamonn@patientmpower.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

548689357703997

Contact

Eamonn Costello
+44 20 3322 4121
eamonn@patientmpower.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements: Web browser: Chrome, Firefox or Microsoft Edge

User support

• Email or online ticketing support: Yes
• Support response times: Critical support request: 24 hour, 365 day support, response within 30 minutes, target for resolution <4 hours. Major support request (e.g. system is down for some users, core functionality is significantly impacted): 24 hour, 365 day support, response within 1 hour, target for resolution < 12 hours. Minor support request (minor inconvenience, work around available) Monday - Friday 9 am - 5 pm, response within 2 hours, resolution <2 working days. Query (e.g. information or features request) Monday- Friday 9 am - 5 pm, response within 1 working day.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We have conducted some testing with Google’s TalkBack feature.
• Onsite support: No
• Support levels: Critical support request (e.g. system is down for all users): 24 hour, 365 day support, response within 30 minutes, target for resolution <4 hours. Major support request (e.g. system is down for some users, core functionality is significantly impacted): 24 hour, 365 day support, response within 1 hour, target for resolution < 12 hours. Minor support request (minor inconvenience, work around available) Monday - Friday 9 am - 5 pm, response within 2 hours, resolution <2 working days.; Support provided as part of package. Initial support from customer service team triaged to development engineers etc as required.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: Online training for clinical users and full suite of user support materials and videos provided plus continued. User support materials and videos for patient and access to phone/web support if required. Please see Service Description for full details of implementation support available.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Data will be retained in accordance with UK GDPR Law subsequent to the end of processing. If a user or data subject wishes to extract their data they can do so by request to the support team or DPO.
• End-of-contract process: Data can be archived or deleted as per clients request. This will not incur an additional cost.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • 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: Desktop service is used by healthcare staff to assess patients' remote monitoring data.; Mobile service is used by patients - via an app - to input remote monitoring data.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Web based portal for clinicians - may be integrated in to electronic medical records if required. Patient facing app on mobile device.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have conducted some testing with Google’s TalkBack feature.
• API: No
• Customisation available: Yes
• Description of customisation: Protocols can be configured by clinical users for multiple care pathways and condition types. Alerts can be tailored by clinical users for individual patients. Tailored educational content.

Scaling

• Independence of resources: The application containers are deployed using a “serverless” approach, with auto-scaling. If a spike in usage occurs, new instances of the application will be provisioned to handle the increased load to reduce the risk of the application being overwhelmed.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• 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: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• 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: Can be integrated into electronic medical records.; PDF exporting also available.
• Data export formats: Other
• Other data export formats: PDF
• Data import formats: Other
• Other data import formats: N/A

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: Levels of Service: patientMpower’s target availability is 99.9%, excluding any pre-notified scheduled downtime.; Critical support request (e.g. system is down for all users): 24 hour, 365 day support, response within 30 minutes, target for resolution <4 hours. Major support request (e.g. system is down for some users, core functionality is significantly impacted): 24 hour, 365 day support, response within 1 hours, target for resolution < 12 hours. Minor support request (minor inconvenience, work around available) Monday - Friday 9 am - 5 pm, response within 2 hours, resolution <2 working days. Query (e.g. information or features request) Monday- Friday 7 am - 7 pm, response within 1 working day.
• Approach to resilience: The system infrastructure is designed for high availability to mitigate the risk of downtime. An application monitoring system is in place to alert unplanned outages, so the team is immediately aware and can remediate. The application containers are deployed using a “serverless” approach, with auto-scaling. If a spike in usage occurs, new instances of the application will be provisioned to handle the increased load to reduce the risk of the application being overwhelmed. A “multiple Availability Zone” approach is used to mitigate the risk of the application going down if part of the underlying infrastructure has a problem. A further benefit is that if an application container does go down, the infrastructure will automatically restart.; ; Data from the application is stored in a managed database, which provides tools to ensure availability. Replica databases are used to provide a failover if the primary database experiences downtime. The replica will automatically takeover as the primary if needed. A multiple Availability Zone approach is used, with the replica separated from the primary so it will be unaffected if the infrastructure underpinning the primary database has an issue. Daily backups and ongoing transaction logging provide granular backup and restore capabilities in case of shutdown.
• Outage reporting: Planned outages notified via email

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: - Limited to defined personnel with full audit trail.; - MFA Authentication is mandatory.; - Can only access via VPN static IP address.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Multi-Factor Authentication (MFA)

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: At least 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: 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
  • Other
• Other security governance standards: Cyber Essentials
• Information security policies and processes: The Information Security Policies in force at patientMpower are as follows:; ISMS Policy; ISMS Audit Policy; ISMS Improvements Policy; Document Control Policy; Social Media Policy; Acceptable Use Policy (AUP) for patientMpower; Teleworking and Remote Access Policy; Information Security Incident Response Plan; Human Resource Security Standard; Password Policy; Physical and Environmental Security Policy; Access Control Policy; Business Continuity Plan; Vendor Management Policy; Secure Disposal Policy; Encryption and Key Management Policy; Secure Application Development Policy; Change Management Policy; Information Security Policy; Data Loss Prevention (DLP) Control Standard; Configuration Management Policy
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Using Infrastructure as Code allows for configuration changes to be managed in the same manner as other changes in the software development lifecycle. When a change to the configuration is required, a merge request is opened containing the change. As per the standard process for code changes, the merge request is reviewed in a manner appropriate to the scope, risk, and impact of the proposed change. Automated tests will also validate the change. If the change is accepted and merged, automated pipelines roll the update out to existing deployments. This also provides an auditable history of changes to the infrastructure.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Managed computing services are used to ensure security patches are automatically applied to operating systems. The Clair project is used for static analysis of vulnerabilities in application containers. AWS CloudFront is used to serve the web application, and integrates with both AWS WAF, a web application firewall that helps protect web applications from common web exploits, and AWS Shield, a managed DDoS protection service for web applications running on AWS. Furthermore, CloudFront allows for setting the minimum TLS version required in a request for the content, which defaults to TLSv1.2 for patientMpower deployments.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Application servers are monitored using New Relic, and AWS monitoring services such as CloudWatch. Monitoring metrics on these services, as well as a regular security review of AWS of AWS accounts, are used to identify potential compromises. When compromises are found, they are acted upon immediately. We are engaging with a partner specialising in AWS for Healthcare to provide even more robust monitoring and 24/7 support.
• Incident management type: Supplier-defined controls
• Incident management approach: An internal SOP & policy on incident management provides the steps for convening an Incident Response team, the steps they follow when investigating and reporting an incident, and templates for any reports. The incident response team will gather all relevant personnel from management, engineering, communications, and legal, as required depending on the severity of the incident. If the incident requires reporting to a government body, this will be done.
• Post-quantum cryptography secure: Yes

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Free trial of service including provision of integrated devices for three patients.

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

• Less than £250,000: 10%
• Between £250,000 and £500,000: 15%
• Between £500,001 and £1,000,000: 20%
• Between £1,000,001 and £2,500,000: 25%
• Between £2,500,001 and £5,000,000: 30%
• Over £5,000,001: 35%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: Saturday 22 November 2025
• What the ISO/IEC 27001 doesn’t cover: NA
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 5d3a2c0d-7e27-4276-b222-2f971dda6079
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• 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
    • 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
    • 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
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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

  • 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
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered

  • 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
    • 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
    • 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
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • 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
    • 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

  • 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

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