Hospital Services Limited

Pulse Home Care

Pulse Home Care offers secure conferencing for dispersed clinical teams to support patients in communities/homes, forming a key aspect of virtual ward services. It facilitates outpatient consultations, integrates with hospital systems, and allows remote patient monitoring. The service supports various usage scenarios and can be customized based on clinical needs.

Features

• Simple to use by Clinicians and patients
• Safe and Secure
• High quality, safe Virtual Consultations
• Point to Point and Multipoint
• SMS invitation to join

Benefits

• Secure, UK hosted platform
• Simple to use - single click on one-time use SMS
• High quality audio and video
• Integrates with PAS, EPR and others

£49 to £149 a licence a month

• 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 sales@hsl.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

559049105092818

Contact

Graham Stewart
01157043000
sales@hsl.co.uk

Service scope

• Service constraints: Service is available 24/7.
• System requirements:
  • Web browser or Trust VC application
  • Web browser or default app
  • MacOS, iOS, Android, PC all supported

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: On receipt within core service window.; Video access to support is also available.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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 the infrastructure is undertaken by HSL specialists in VM, communications, networking and security.; ; Use support is free of charge, available by phone and video.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Once a home care service has been ordered, the clinical staff will be able to invite users to have some of their care delivered through this medium. Once consented the clinicians or the HSL service desk can SMS an invitation to the patient to test the use of their personal device for remote consultations through this service.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: No data is retained by HSL; the invitations are generated by the Trust PAS or by the outpatient management team. Each session is a "one time use" URL that is sent by SMS to the patient. The patient clicks on the link to join the consultation at the beginning. As this is a video communications sessions any data from the patient and the clinician transits the platform. ; ; Performance and usage metrics are stored for one month then erased. These are used to provide monthly reports to the customer. On receipt of the final usage and performance report by the customer then HSL will erase the usage and performance metrics from the platform.
• End-of-contract process: 90 days before the end of the contract HSL will issue a reminder to the clinician/customer to inform them of the cessation date and ask that if they want to continue then they should raise an order for the continuation.; ; At 60 and 30 days before the cessation date HSL will remind the customer of the cessation date unless a renewal has been received. This reminder will also inform the customer that the service will cease unless a renewal is ordered.; ; A renewal can be ordered up to one day before the cessation of the contract.; ; If no renewal is received then HSL will release the resources for this service from the platform.; ; If the customer wants to reinstate the service then some of the set up fees will apply again.

Using the service

• Web browser interface: Yes
• Using the web interface: Use of WebRTC, realtime communications within a standard web browser to connect to clinician/consultation.; ; Simple "click to join" one time use, secure web link for patients and clinicians.; ; Clinicians have full control of the consultation covering all aspects of the session such as audio levels, camera and media selection, muting, transfer to other clinicians, return to waiting room etc.; ; Patients - by default the patient have no control, unless it is deemed necessary by the clinicians.
• Web interface accessibility standard: WCAG 2.1 A
• Web interface accessibility testing: Pexip undertake extensive testing of the complete platform including assistive technology users. Detailed documentation available on request. The manufacturer of the software, Pexip, have many instances of the use of the platform in public services that have undertaken stringent testing and certification of the accessibility standards. Details are available on demand.
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: There is no contention on the platform; every customer operates within their resources allocated to them and not accessible to others for use.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Number of active instances
• Reporting types: Regular reports

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Pexip, Cisco, Poly

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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: Managed by a third party
• 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: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Backup and recovery

• Backup and recovery: No

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: The platform is built to be non-stop and is operating at 99.99% availability.; ; Users will receive a service credit if the service is unavailable when needed.
• Approach to resilience: The service operates within a UK data centre, Telehouse North 2, which guarantees a 99.99% availability.; ; Each customer will have a custom SLA to define their specific service running on the platform.
• Outage reporting: The service provides email alerts for reporting any outages.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: All management of the Platform is undertaken by HSL. No customers or their third party suppliers has management level access to the platform(s).
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BM Trada
• ISO/IEC 27001 accreditation date: 09/03/2024
• What the ISO/IEC 27001 doesn’t cover: The scope for our implementation of ISO27001 is that it covers the whole business.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• 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: Fully documented within the ISO27001 implementation across the whole of the HSL business.; ; Owner - Mark Collins, Chief Operating Officer; ; The Information Security Team report directly to Mr Collins.; ; Policies applied an automated where possible and enforced in all company owned information and communications devices. Training and continuous monitoring is provided to all staff.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Each service for each customer is documented at the planning phase for instigation of the service. This is then applied into the platform to provide the service. Change management requests are submitted in writing. HSL undertake an impact and change management assessment then agree how and when the changes to the service will be implemented.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: The service operates within the ISO27001 framework in use by HSL. This includes assessing potential threats to the service and ways to mitigate these threats. Patches are applied overnight. Patches and threats are provided by the platform manufacturer, Pexip.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: HSL works with the data centre provider and with the platform manufacturer to identify and avert any potential compromises to the platform. If any threat its identified then both the data centre provider and Pexip, the platform manufacturer are engaged to avert the threat. All customers are notified as soon as a threat is validated.
• Incident management type: Undisclosed
• Incident management approach: The Service Desk continually monitors the health and performance of each Pexip Infinity that is used to produce the service. Any alerts are raised to the technical manager and the service desk manager. ; ; If users detect any changes or reduction in the quality of service of their connections/sessions then these are brought to the technical manager and service manager to resolve.

Secure development

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

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: Each user has a service tag associated with their organisation, this is a complex string. Each session can also require host PINs and guest pins to enter. Individual customers can also have an individual instance of the platform for their consumption.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: HSL use the Telehouse North 2 data centre to house its infrastructure. In selecting this data centre for our service needs we assessed them against many criteria reflecting the culture of HSL which includes quality, environment and security. Telehouse North 2 leads in all of these criteria. Further details can be found at https://www.telehouse.com/telehouse-london-wins-dcs-data-center-energy-efficiency-project-year-award/.

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Deliver additional environmental benefits in the performance of the ; contract including working towards net zero greenhouse gas emissions.

Pricing

• Price: £49 to £149 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Full implementation and support is offered to enable any NHS user to evaluate the HSL service. ; ; To use the free service HSL have to issue a licence to the clinicians.; ; The link below shows the landing page for the standard, non branded service.
• Link to free trial: https://join.pulsemeeting.co.uk/webapp/home

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 sales@hsl.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.