ONETOUCHTELECARE LIMITED

OneTouch Health

OneTouch Health is a multi-functional platform allowing care providers to manage every aspect of their clients needs simply through sharing relevant information with the key people involved in the care delivery circle.

Care providers can manage a range of topics such as Care Planning, eMAR, Time/Attendance, Payroll/Invoicing, HR and more.

Features

• Electronic Care Records
• Care Planning
• Electronic Medication Administration Records
• eMAR
• Time and Attendance
• Electronic Rostering
• Rostering
• Workforce Scheduling
• Payroll and Invoicing
• Human Resources

Benefits

• Manage every aspect of a persons care needs.
• Personalised care planning
• Secure sharing of care records.
• Supporting people to live independently
• Provide safe medications management
• Enable full rostering of the workforce.
• Schedule staff to the right time/place with the right skills.
• Efficient payroll and invoicing
• Actively monitor and manage time and attendance.
• Complete Human Resources Solution.

£3,600 to £360,000 an instance a year

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 sales@onetouchhealth.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

551985270282265

Contact

OneTouch Health Sales
(0)161 509 2309
sales@onetouchhealth.net

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: There are no constraints that we are aware of.
• System requirements:
  • Google Chrome (functionality optimized for use on chrome)
  • Chrome on Windows 100.0.4896.127
  • Chrome on macOS 100.0.4896.127
  • Chrome on Android 100.0.4896.127
  • Chrome on iOS 100.0.4896.85
  • Mozilla Firefox
  • Safari
  • Microsoft Edge

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: One Touch Health can be contacted by email for support Monday to Friday between 9 to 5pm, excluding Bank and Public Holidays. ; ; We can provide extended, weekend/holiday or 24/7 cover if this is required (additional fees may apply), however, we have not found our customers have required this. ; ; If an email is sent overnight or at the weekend, it is picked up and acted upon at 9am the following working day.; ; All support is recorded and managed via Zendesk.
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support for our solutions are included in the price customers pay, for the standard Monday to Friday 9 to 5 support, excluding bank and public holidays.; ; This provides email and phone support.; ; If customers wish for extended hours in the week, weekend cover, bank or public holiday cover, onsite cover (see SFIA) or 24/7 cover, this can be provided, subject to negotiation and further charges.; ; All support is recorded and managed via Zendesk.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide full implementation support for customers starting to use our service. We will work with the customer to draw up an agreed project plan to implementation our solutions, using our previous experience and blending with the customers needs.; ; This includes user training (end user direct or train the trainer, classroom or virtual or blended), system set up, customisation and configuration, any bespoke applications need (as agreed and costed), etc. ; ; It also includes the "go live" support needed to get the solution up and running, post "go live" support to ensure the customer is happy and can use the solution to deliver their business and then ongoing service and support as part of "business as usual". ; ; We can then offer further transformation and optimisation services as required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: We ensure that customers receive a full "cut" of their data at the end of a contract, where another supplier is taking over the customers system needs. We will work with that 3rd party supplier and the customer, to ensure the data is safely, securely and successfully migrated to the new system, correct fields are mapped, configuration integrity is maintained, not data is lost, etc.; ; There may be an additional agreed charge for this service.
• End-of-contract process: Within the base price we will supply a "cut" of all the data in the One Touch Solution, and provide this to the customer. They can then get their new supplier to configure the software as desired and load this data in.; ; For additional charges, we will actively support the mapping, migration, testing and overall support for the system migration from One Touch Health to the new 3rd party solution.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: One Touch Health works on IoS and Android devices, and works as per the desktop/laptop application, offering users the full, rich experience.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: OneTouch health offers users a full desktop and mobile interface to our solution. ; ; From here they can manage all the care needs needs of their customers/clients/patients including their physical and mental care, scheduling, rostering of staff, human resources, payroll, finance and billing.
• Accessibility standards: None or don’t know
• Description of accessibility: Our solution is accessible via desktop, laptop and mobile.; ; Through accessibility tools overlaid on system we can provide further accessibility enhancements with a global range of tools, including language, font, colours, etc.
• Accessibility testing: We have not done any testing against assistive technologies.
• API: Yes
• What users can and can't do using the API: One Touch Health offers an API to connect with other health and care systems, including the likes of LiquidLogic, or EPRs such as Cerner, System C, DXC and so on. ; ; We make details of our API available to those customers and 3rd party suppliers who request them and each API is built to our customers requirements.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: One Touch Health is a fully customisable application, allowing customers to configure screens to fit the roles they have, include the key functionality they want more prominently, names/field titles, colours and so on. ; ; All of this is supported during implementation, and then customers can customise their solution moving forward.

Scaling

• Independence of resources: All customers have their own virtual instance via our Cloud Hosting provider, enable their operational needs to be scaled up or down as demand requires, although we carry out a thorough sizing exercise as part of the implementation.

Analytics

• Service usage metrics: Yes
• Metrics types: One Touch Health has an advanced analytics solution that can produce reports on all the data in the system. ; ; For example, we can look at the amount of client facing time being spent with the customers clients, how many visits/support interventions, by type, duration, etc, outcomes reporting, system usage, who is and is not keeping their e-records up to date and so on.; ; If it's in the system somewhere we can report on it and visualise it through our dashboards, or output this to a customers business intelligence solution.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • 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 every 6 months
• 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 CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• 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: User can export their data via CSV files.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: At One Touch Health we aim for 100% availability, and we do this through the architecture we have in place in terms of our Cloud Hosting provider and how are services are delivered. We contract for 99.99% availability.; ; In the very rare instance that we do not meet our contracted service levels, then customers are offered a discount on their next bill based on the amount of outage they suffered in the previous period, so if our service is not available, they do not pay for it.
• Approach to resilience: As per the AWS SLA For each individual Amazon EC2 instance, AWS will use commercially reasonable efforts to make the Single EC2 Instance available with an Instance-Level Uptime Percentage of at least 99.5%. ; ; In the event any Single EC2 Instance does not meet the Instance-Level SLA, we will be eligible to receive an appropriate service credit.; ; Added to this given that our application is offered by means of a cluster of servers across multiple availability zones – this reduces the reliance on a single servers 99.5% uptime as there is always other servers, they to handle customers’ requests. ; ; This along with the extensive logging in place by our IT provider, ensures that we are informed of any issues concerning availability in a timely fashion giving our engineers the time provided to find resolve.
• Outage reporting: In the very rare instance that the One Touch Health has an unplanned outage, we ring the customer to let them know, update them, tell them what we know and when the service is likely to return. We also send out email alerts to a defined list of users (we can also do this via text/message is so desired).

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Management interface controls are included on a customer's OneTouch account for a user set up with Top Level Administration (TLA) user rights. ; ; The TLA user adds new administrators to their account, then selects settings to meet the responsibilities and function. ; ; The Location Administration (LA) level account does not have access to account settings/access right for other LAs; ; In addition, each Location created can be sub-divided by a TLA into Branches, Workgroups and Areas. ; ; A TLA can restrict access for an LA to specific Branches, Work Groups and Areas.; ; Both TLA/LA can restrict access to what data access Carers/etc will have.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: One Touch Health takes security governance very seriously. We have cyber essentials plus, and we have an "exceeded standard" rating on the NHS Data Security and Protection Toolkit. ; ; We have a range of policies in place to ensure that our security governance is as good as it can be, from access controls over who can access what, to regular training days for our staff, of all levels, to ensure they are up to date on the latest.
• Information security policies and processes: We have a range of security policies and processes covering everything from privacy, to data protection, access controls, backup and data security, cyber threat etc. ; ; We are Cyber Essentials Plus accredited and have a "Standard Exceeded" rating on the NHS Data Security and Protection Toolkit. ; ; We have regular training days for our staff, and ensure as part of this that we record what training they have had, when they had it, etc, so we know that are staff are up to date on all security policies and processes.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Any alterations to services and products are tracked in real time and recorded contemporaneously in a database by our change management team. ; ; For the entire lifecycle of the product/service and any changes that are made, a robust hazard identification and clinical risk analysis performed at the following stages:; ; Design and development; ; End user testing; ; Live deployments ; ; Any risks identified are critically analysed with our Clinical Safety officer and the governance team and residual risk assessed if any before publishing a safety summary in line with DCB 0129 framework.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We perform regular Penetration testing conducted by an external CREST accredited provider. In addition our technical team regularly monitors the OWASP guidelines. ; ; Regular review of security and vulnerability issues published by NHS digital is also undertaken to keep on top of any potential threats. ; ; Once a threat or a potential vulnerability is detected relevant patches are deployed immediately.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: As the OneTouch Platform is hosted by AWS, network level monitoring is provided through AWS.; ; Dual hosted in multiple data centres which are isolated locations to ensure disaster resilience.; ; Blind Mirrored: All instances are double blind mirrored to ensure continuity of service.; ; Instant Failover: In the event of an issue, instant failover occurs to backup server.; ; Continuous Support: OneTouch employs an IT support Partner providing 24/7 Security Monitoring of the above processes and multi-layered protections against ransomware, malware, viruses, and complex cyber-attacks.; ; Platform security - OneTouch is Cyber Essentials Plus certified
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: At the network level the AWS servers we use follow their standard incident management process in compliance with CSA CCM framework. ; ; At the system level we monitor traffic and evidence of abnormal usage on a daily basis. ; ; If any incident is identified, this is reported to the CTO and technical team and immediately triaged based on severity.; ; A root cause analysis is immediately performed on the cause and remedial measures implemented as soon as possible on a priority basis. ; ; Our business continuity management plan kicks in while the above process is ongoing.

Secure development

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

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  One Touch Health delivers a range of software solutions and services to help health and care organisations deliver the best service they can to their customers, clients and staff.; ; By driving the greater take up of digital services and reducing the need for both paper and travel in many cases, we help to combat climate change.; ; By delivering many of our services through remote technologies, such as video conferencing for project meetings, account meetings, etc (subject to customer agreement) and internal meetings, we help to fight climate change.
• Covid-19 recovery:

  Covid-19 recovery

  As we move through the new phases of the pandemic, and start to recovery health and care services from the ranges of Covid19, and all that went with it, One Touch Health solutions, provides the platform to enable those delivering care to create electronic record solutions, analytics, workforce, HR and other organisation support, for both end user/client/service user and the organisations delivering those services.; ; By doing this smarter, enabling remote monitoring/digital monitoring, One Touch Health helps to bring services to those who may have been vulnerable during the pandemic.; ; By delivering real time information and point of care solutions, we help care and health organisations to have the data and workflow processes they need to be the most efficient they can as they cope with workforce shortages and increased service demand in recovering from Covid.
• Tackling economic inequality:

  Tackling economic inequality

  One Touch Solutions are often used in environments where there is a higher chance of vulnerable people being looked after. That might be learning disabilities, mental health shelters, care homes and so forth.; ; By providing the right tools for those end users, as well as for the people delivering their care, we aim to give everyone the chance to get the best care they can, planned and managed, and personalised to their needs, which then enables each person to make their best contribution to society, including the economy.
• Equal opportunity:

  Equal opportunity

  One Touch Health is an equal opportunities employer. ; ; We welcome staff from all over the world from different backgrounds, this is what contributes to the OneTouch culture. Each team member brings something different to the company.; ; OneTouch Health is very much an advocate of promotion and up-skilling it’s staff. Individuals progress very quickly in the company if they show dedication and a good work ethic.; ; Training and enrolment in new courses is encouraged and supported if the individual feels this is something that they would like to or need to do. ; ; We are proud that nearly 40% of our workforce is female, and that around 47% of our staff are non-Irish, with over 20% identifying as from an ethnic minority.
• Wellbeing:

  Wellbeing

  OneTouch Health is extremely supporting when it comes to staff wellbeing. ; ; OneTouch promotes a friendly, stress free environment for the team to work in. ; ; The offices are spacious light and modern making the work space comfortable. We have a break room if staff need to take time out, fresh fruit and water is supplied in the office daily too. ; ; There are weekly “check in” calls for staff working from home. Group activities are encouraged to build good working relationships within team. ; ; It’s very much a “the door is always open” type of environment that if anyone needed to speak or talk about any concerns they can.

Pricing

• Price: £3,600 to £360,000 an instance a year
• Discount for educational organisations: No
• Free trial available: No

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 sales@onetouchhealth.net. Tell them what format you need. It will help if you say what assistive technology you use.