Solidsoft Reply Ltd

Ticuro - Remote Monitoring, Assessment and Consulting for Healthcare

Ticuro is a solution for Telemedicine, focusing on remote monitoring, behavioral analysis, and patient welfare, it’s certified as CE Medical Class IIA under the new MDR (2017/745). It's a cloud-native platform that utilizes innovative technologies like IoMT and AI, providing a cutting-edge solution aligned with the latest developments in Telemedicine.

Features

• Care & Cure plans
• Telemonitoring
• Telediagnostics: traces of diagnostic devices (ECG and Spirometer)
• Measurement alerting: when outside of predefined thresholds
• Telerehabilitation: allows defining personalized rehabilitation plans
• Reporting: evaluate satisfaction or compliance with respect to Care&Cure plans
• Integration: high degree of integrability and compatibility with external systems
• Informs care planning and decision making
• Makes data available to support real-world evidencing and AI tools

Benefits

• Remotely monitor patients at home, work or travelling.
• Remotely manage cognitive and orthopedic rehabilitation programmes
• Manage chronic disease and continuity of care
• Provide rehabilitation and care during post-operative recovery
• Monitor adherence to treatment plans.
• Perform remote examinations (i.e. ECG, Spirometer)
• Minimise physical contact for shielded and vulnerable patients.
• Manage remotely Molecolar Tumor Board and Surgery Board
• Remotise and optimise pre-hospitalisation path
• Build welfare program for company employees

£425 to £850 a licence 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 I.quick@reply.eu. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

556941068933456

Contact

Iain Quick
+44 1256 375700
I.quick@reply.eu

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: There are no service constraints.
• System requirements:
  • Browser-based - supports all major modern browsers and IE11.
  • Cloud-based SaaS solution. No additional software required
  • Supports 50+ integrated devices (e.g., spirometers, pulse oximeters, clinical thermometers)
  • Cloud to Cloud integration
  • Supports Bluetooth devices

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The response times are within 1 business hour. Service Desk (Core Hours) 9am – 5pm 5 days per week Monday to Friday (excluding English Public Holidays). Extended hours (e.g., 7am to 7pm) and Saturday cover can be provided. Response times outside of these hours is next business day.
• 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: Yes, at extra cost
• Support levels: By default we provide support via email and web. Telephone support can be provided on request. Service Desk (Core Hours) 9am – 5pm 5 days per week, Monday to Friday (excluding English Public Holidays). Optional Out of Hours Support: 7am - 7pm 6 days per week, Monday to Saturday (excluding English Public Holidays). Optional Public Holiday Coverage: Should this option be chosen, Solidsoft Reply will provide 24-hour support for all English public holidays that fall within the term of the agreement. Optional 24 x 7 Managed Service: Should this option be chosen, Solidsoft Reply will provide 24-hour support for High/Medium/Low Priority Incidents as determined in the agreement. Optional Technical Design Authority consultant can be offered within the terms of the Managed Service agreement. Managed Service Pricing is determined by the individual customer requirement based on the options detailed above.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a user manual and, on-demand online and/or onsite training.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: At the end of the contractual activities, there is a phase of extracting the data on the platform and transferring them to the data owner.
• End-of-contract process: The processes and activities to be carried out at the end of the contract will be defined in detail during contract definition.

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: Ticuro's mobile application, available for both Android and iOS, is expressly designed to simplify the user experience especially in terms of the patient interface. The mobile application offers the patient the same functionality as the web application (videocall, questionnaire filling, clinical documentation sharing, etc.) while adding the ability to collect vital parameters data directly from mobile devices. This functionality is made possible by the mobile application's built-in "IoMT hub" component, which enables bluetooth connection to medical devices and is responsible for processing and normalizing the data. The mobile application also enables integration with Apple Health and Android's Health Connect.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The platform was designed for a variety of users, such as physicians, nurses, caregivers, educators, and patients. It is designed to be highly configurable, allowing a customisable user experience for each type of user. Caregivers have access to a wide range of features to manage patient data, while patients can view their own data, upload documents, and access information relevant to their treatment.; Patient and caregiver interfaces are distinct, with the patient interface for viewing and uploading their data. The caregiver interface is optimised for efficient management of information and operations, both online and offline, during telemedicine sessions.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Web portal and mobile application interfaces were designed with attention to accessibility guidelines, such as those of the W3C. Efforts were made to balance usability, pleasantness, and accessibility, ensuring that text and graphics are understandable even without color. Clear navigation bars were implemented to make it easier to find features, and tooltips were used to clarify the actions of buttons, icons, and menu items.
• API: Yes
• What users can and can't do using the API: Ticuro includes an API module to provide an easy integration method with external applications. The APIs are RESTful using JSON. We only provide HTTPS endpoints to ensure integrity and protection of the transmitted data. The API operations are of three types:; ; 1. Authentication: implemented using the OAuth 2.0 protocol.; 2. Management of user’s information: mainly use to ensure data consistency between different patients' registry .; 3. Manage IoMT device data: this API is used both to upload data transmitted by IoMT devices and to make this data available to external applications.; ; In addition, it is also possible, by appropriately enabled third parties, to access Ticuro data via the FHIR standard.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The system allows the customization of logos and colours as well as the ability to create new roles and permissions resulting in custom menus per user. During instance activation, it is possible to customize labels and headings as well as to design patient enrollment and clinical process workflows

Scaling

• Independence of resources: We periodically perform stress tests to ensure that our solution can perform well, even under critical situations such as high data load.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • 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: Data can be exported using Reporting functionality. Users can customise pre-defined reports or add new reports based on previous analysis.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • XLS
• Data import formats: CSV

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: SLAs are negotiable. We can offer contractual SLAs on availability and performance metrics. If we fail to meet an SLA, we can provide service credits.
• Approach to resilience: We use public cloud data centres provided by Microsoft. It is the responsibility of Microsoft, and central to their commercial interests, to ensure that they provide a high level of availability and resilience. Although this providers does not share the technical details of their approach publicly, they do provide their customers, on request, with recent audit reports for a number of compliance, quality and security schemes used in the governance of their platform and infrastructure. Microsoft runs its Azure platform across a large number of data centres in various geographical regions. We host Ticuro using two European regions (West Europe and North Europe). Each region has several physical data centres which are exploited by the PaaS platform as a single 'virtual' infrastructure to maximise availability and maintain service levels. Microsoft also exploits cross-regional data replication and recovery techniques. It's also possible to host Ticuro on AWS and Google Cloud Platform.
• Outage reporting: We communicate with end-users primarily by email. In the event of an outage, our help desk support team communicates with designated customer staff to inform them of the issue.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: External system (SSO) to provide different type of authentication
• Access restrictions in management interfaces and support channels: Management access is managed through a dedicated support and operations group. Access is only granted to designated members of staff on the basis of need, and staff are authorised only to the level required to fulfil their function. For example, support staff have the ability to view relevant data in the system to aid investigation, and can use tools to make certain simple changes in order to rectify problems.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: 02/07/2020
• What the ISO/IEC 27001 doesn’t cover: No exclusions.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: Our Information Security Management System comprises an Information Security Policy, Manual and Objectives, supported by Information Classification, Continuity, Data Protection, Access Control, Anti-Piracy , Acceptable Usage, Backup, Device Usage, BYOD, Cryptographic Controls, Information Exchange, Remote Working, Artificial Intelligence Usage, Leaving, USB Memory Sticks Usage, Network Monitoring, Portable Computer, Password, Remote Access and Mobile Computing, Secure Development and Malware Protection Policies. We maintain Supplier Security, Information Security Risks and Incidents management procedures. ; ; The ISMS takes a risk-based approach. Information assets are defined and threats and vulnerabilities for these identified, together with the risk presented. This assessment is used to determine the treatment of the risk and the required controls are implemented (be they technical, physical, policy or training-based). Results are documented in Risk Register, reviewed at least annually.; ; Our reporting structure includes Information Security representation on the Leadership Team and a separate Security Manager. A Security Committee meets at least once a month. The Security Manager is supported in managing the ISMS by the four-strong Quality Management Team, which includes two certified ISO 27001 internal auditors. This team oversees compliance and training in the ISMS. Management reviews, full system internal and independent external audits are carried out annually.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our change and configuration management processes are based on ITIL. Our Change Manager holds twice-weekly Change Advisory Board meetings which includes the Security and ISMS Managers. We follow a defined risk assessment approach for changes which includes consideration of security impacts. Changes are recorded via the Freshservice IT Service Management platform. Configuration management of virtual infrastructure and platforms is performed (and tracked) using the Microsoft Azure Portal. Configuration management of application code, test cases, test plans, builds, releases and deployment pipelines is performed via the Microsoft Azure DevOps tool. Documentation versioning follows our procedure for document control.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Assessment of threats at a high level is made via the Asset Risk and Treatment Register, a key component of the Information Security Management System. Penetration testing is conducted annually. Microsoft patching is typically applied monthly in a staggered model to staging environments prior to deployment onto production. In addition we monitor Microsoft sites and other security sources directly and via email subscription for details of security vulnerabilities. The vulnerabilities are reviewed to assess their impact and criticality against our Patch Management Policy and to identify if accelerated deployment is necessary to the production environment.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our operations team monitors the services against a wide range of parameters. Anomalous activities, which may indicate security or other issues, are identified through visual dashboards and alerting. Alerts automatically generate support incident tickets. Raised incidents are managed through our Incident Management or High Priority Incident Management processes, with an aligned procedure for Security Incident Management which includes statutory reporting, forensic considerations and other security-specific activities. We prioritise incidents on impact, urgency and response times, typically depending on the categorisation defined in customer Service Level Agreements. Data breaches are managed in accordance with internal procedures and regulations such as GDPR.
• Incident management type: Supplier-defined controls
• Incident management approach: Users report incidents via our Service Desk and/or ticketing system (part of our Freshservice IT Service Management System). Incidents are categorised according to severity and managed according to our Incident Management, Security Incident or High Priority Incident Management processes. The Operations Team maintain a knowledge management system, which includes details of responses to common incidents. Incidents that reveal underlying issues trigger our Problem Management process, which includes identification and recording of workarounds for Known Errors. Significant incidents are reported via periodic Service Management Reviews (at least monthly). Major incident reports may be prepared in some cases (contract and severity dependent).

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 v3.0)

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

  We are committed to becoming carbon neutral by 2025 (including use of offsetting) and reaching net zero before 2050. We will be finalising our Carbon Reduction Plan in 2024, which will define the action plan to achieve this and will include our baseline scope 1, 2 and 3 emission calculations. The action plan will include measures to reduce our emissions and transition to renewable energy, as well as offsetting. We be providing policies, guidance and training to staff to promote development and operation of our cloud systems in a manner that minimises emissions (“GreenOps”). We will monitor our emissions and the progress of our initiatives and update our Carbon Reduction Plan annually.; ; The largest proportion of our emissions results from cloud usage and provision of cloud-based products and services. Our products and services are hosted in Microsoft data centres and are developed using Microsoft cloud technologies such as Azure DevOps and Office 365. Microsoft Azure has been carbon neutral since 2012. This has been achieved through a combination of renewable energy use, emissions reduction and offsetting. Microsoft has committed that its Azure platform will use 100% renewable energy by 2025, be carbon negative by 2030 and that it will remove its historical emissions by 2050. Microsoft also has initiatives to become water positive by 2030 (replenish more water than it consumes) and achieve net zero deforestation.

  Covid-19 recovery

  We have undertaken a number of initiatives which support vulnerable people and communities in their return to work after Covid-19 and help to reduce the burden on public services. Our cloud services also support buyers in meeting the requirements of the Covid-19 Social Value Model theme. ; ; We operate a hybrid working model, allowing staff to work from home with the ability to work in our London office if needed. This allows us to support staff wishing to limit infectious contact. It has also allowed us to recruit throughout the UK, including less affluent areas of the country. Our “Optimise” guidelines promote hybrid working and have established a set of principles that ensure that staff can work flexibly and maintain their productivity, wellbeing, and mental health. ; ; We support employee physical and mental wellbeing through several measures. We operate Employee Assistance Programmes, which provides employees and their families with 24/7 confidential access to counsellors specialising in work-and family-related mental health issues. We provide a range of wellbeing activities and opportunities, including reduced fee gym membership, regular wellbeing webinars and office-based exercise classes. We are committed to the six practices defined in the Mental Health at Work standard. Managers are provided access to training materials to assist them in discussing wellbeing and mental health with their teams. ; ; As a cloud services provider, by definition we support organisations with remote working. Our cloud healthcare products have introduced proven efficiencies that reduce the burden on healthcare professionals. We have also delivered cloud systems that support the rollout of Covid-19 vaccines to Low- and Middle-Income Countries.

  Tackling economic inequality

  As a group, Reply embraces entrepreneurship and the support of small enterprises. Reply operates as a set of SME-style companies and understands the benefits that these organisations can bring. Reply has invested in several key technical innovation projects targeted at tackling economic inequality. Our research laboratories are working with partners to identify new and disruptive technologies in areas such as AI, VR, advanced mobility, robotics and electronic vehicles. ; ; Reply Group runs several programmes aimed at innovation, training and improving access to careers for younger people and those from disadvantaged backgrounds. These include: ; ; • We are partnered with upReach, a UK charity which aims to give access to higher level careers to candidates from less advantaged backgrounds. ; • Student Tech Clash is an idea generation challenge aimed at students of UK and European universities; • Reply Challenges are extensive series of “challenges” aimed at promoting the culture of innovation, with a particular focus on younger generations.; • Reply Ambassador Programme is dedicated to university students who want to start working with Reply during their studies.; • The Code for Kids initiative teaches children across a broad range of schools how to program. Since 2015, more than 15,500 students have participated in the programme.; ; Our hybrid working model allows us to recruit throughout the UK, including less affluent areas of the country. Since moving to this model, we have recruited staff from Scotland, Manchester, Yorkshire and East Anglia as well as our original South-East England base. ; ; We have a Supplier Code of Conduct and all our suppliers must comply in the areas of labour law and human rights, worker safety and environmental sustainability. We are certified to ISO 27001 and perform thorough security evaluations on our suppliers.

  Equal opportunity

  We are committed to promoting diversity, equality and inclusion and promoting a culture where we actively value difference. We recognise that people from different backgrounds and experiences bring valuable workplace insights and enhance the way we work. Making everyone feel equally involved and supported results in rewarding work experiences and fuels innovation. At a Group level, Reply monitors and reports on its diversity annually. We are committed to preventing modern slavery in our corporate activities and supply chains.; ; We make employment decisions based on merit, qualifications, and competence. Our hybrid working model supports staff who may not be able to regularly travel to a work place because of disabilities or long-term health conditions. ; ; At a group level, Reply runs several programmes aimed at increasing opportunities for those from disadvantaged or minority groups. These include: ; ; • The “Reply All - Uniquely Diverse” programme aims to create a community that gives space and visibility to diversity, inclusion and accessibility. ; • Our “Women in Tech” group has been running since 2019 and has a strong voice within the organisation. ; • We monitor equality levels and run coaching and sponsorship programmes to improve this.; • In 2023, panels on women and the LGBTQIA+ community involved more than 822 Reply employees (+150% from the previous year) from 10 countries and 41 different cities.; • We are partnered with upReach, a UK charity which aims to give access to higher level careers to candidates from less advantaged backgrounds. ; • The Code for Kids initiative teaches children across a broad range of schools how to program. Since 2015, more than 15,500 students have participated in the programme.

  Wellbeing

  As a responsible employer, the physical and mental wellbeing of our staff is fundamental to ensuring that they are as effective as possible. We support employee physical and mental wellbeing through several measures. We operate Employee Assistance Programmes, which provides employees and their families with 24/7 confidential access to counsellors specialising in work-and family-related mental health issues. We provide a range of wellbeing activities and opportunities, including reduced fee gym membership, regular wellbeing webinars and office-based yoga and fitness classes. We are committed to the six practices defined in the Mental Health at Work standard. Managers are provided access to training materials to assist them in discussing wellbeing and mental health with their teams.; ; We operate a hybrid working model, allowing staff to work from home with the ability to work in our London office if needed. This allows us to provide a better work-life balance to our staff, particularly those with young family commitments. Our “Optimise” guidelines promote hybrid working and have established a set of principles that ensure that staff can work flexibly and maintain their productivity, wellbeing, and mental health.

Pricing

• Price: £425 to £850 a licence 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 I.quick@reply.eu. Tell them what format you need. It will help if you say what assistive technology you use.