CENIGMA LTD

Healthier Together

Healthier Together helps to educate and empower patients to make an informed choice about where and when to access healthcare services.

The service is evidenced to reduce unnecessary A&E attendances and GP appointments of patients and raises awareness of red flags to avoid delayed care.

Features

• Medical advice and guidance on common illnesses
• Advice for newborns to children to pregnant women to adults
• Advice on when and how to contact urgent care services
• Advice on when and how to contact GP Practice
• Online Consultation with GP Practice
• Self-care advice to provide care at home
• Local nearest pharmacy that is open and accessible
• Locate nearest hospital A&E department
• Support for a range of mental health conditions
• Support for managing pregnancy and accessing care

Benefits

• Patient empowerment and education to seek urgent help when necessary
• Access self-care advice and self-help resources when appropriate
• Reduced unnecessary presentations at A&E
• Reduced costs of care leading to system wide efficiency savings
• COVID-19 response and dealing with winter pressures
• Reduced unnecessary appointments by the ‘worried well’
• Manage on-day demand prioritising cases based on health need
• Promote greater self-care, pharmacy help and social prescribing
• Reduced unnecessary calls to NHS 111 call centre
• Promoting the use of digital channels including NHS 111 online

• 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 admin@cenigma.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

564780261474047

Contact

Ahmad Chughtai
07572602121
admin@cenigma.net

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Children's Social Care
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The Healthier Together Website is supported on modern, standards-compliant web browsers, including the latest stable versions of Google Chrome, Microsoft Edge, Mozilla Firefox, and Apple Safari. Use of outdated or unsupported browser versions may limit functionality or performance.; ; The Healthier Together App is supported on OEM-supported versions of iOS and Android running on manufacturer-supported devices. Devices running operating systems that are no longer supported by Apple or Google are not supported.; ; Planned maintenance is scheduled outside of core service hours wherever possible and communicated in advance. Maintenance windows may result in short periods of reduced availability.
• System requirements:
  • Modern web browser: Chrome, Edge, Firefox, Safari (latest versions).
  • Internet connection suitable for secure web and mobile access.
  • JavaScript enabled in supported web browsers.
  • Cookies enabled for essential website functionality only.
  • IOS devices running OEM-supported Apple iOS versions.
  • Android devices running OEM-supported Android OS versions.
  • Devices maintained with manufacturer security updates applied.
  • Secure HTTPS access permitted through organisational firewalls.

User support

• Email or online ticketing support: Yes
• Support response times: We work on three severity levels as follows:; ; - P1 (total/severe loss of functionality) - 24/7 - 8hr target resolution; - P2 (partial loss of functionality) - 24/7 - 16hr target resolution; - P3 (minor issues that do not have a material impact on the customers ability to function) - Mon-Fri (8:00 - 18:30), Sat (9:00 - 13:00), target resolution subject to severity and also P1 and P2 issues presently being handled; ; Our average response time is less than one hour and average resolution time (with the exception of enhancement requests) is under 4 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We have not carried out any direct testing ourselves. This is managed by the respective web chat tool provider.
• Onsite support: Yes, at extra cost
• Support levels: - Operations Support: An inbound and outbound office based team available as front line support for practices.; - Account Management Team: Field based team that support ICBs/ PCNs and GP Practices who have commissioned the service.; - Transformation Team: Field based team that work with selected practices to create exemplar sites; - Technical Team: Specialist second line support team to support with specifics on integration, APIs, web site configurations; - Commercial Director: Available for any required escalations.; - ICE (incase of emergency) Line: Managed 24/7; ; All services noted above are provided at additional cost as outlined in the pricing document.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We support buyers through a structured onboarding process for the Healthier Together App and Website, working directly with NHS Integrated Care Boards (ICBs) and individual practices. For each ICB, we create a dedicated instance of the service with default content and share the full sitemap. The ICB confirms which pages should remain as default, be modified locally, or removed, and provides their local services to be added to the website.; ; Introductory webinars are delivered to explain the service, demonstrate functionality, and answer questions. Practices complete online registration forms to confirm configuration preferences for both the App and Website. One-to-one sessions are held to test end-to-end patient journeys and practice workflows, ensuring smooth integration into clinical and administrative processes.; ; Go-live support ensures the service is fully operational, and ongoing maintenance and support are provided, including updates, issue management, and service improvements. Comprehensive user guidance and supporting documentation assist clinical, administrative, and digital teams throughout onboarding and daily use, helping practices and ICBs adopt the service efficiently and confidently.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon contract end, customers can place a request with our operations team for any content or data to be exported. This request is actioned within 3 working days.; ; We do not retain any patient data in our platform once it has been fully processed. The only data retained are activity logs and aggregated data in terms of patient utilisation and analytics.
• End-of-contract process: The pricing model is all-inclusive. There are no further applicable fees during the contract term, nor post-contract end.; ; The notice period required is 30 days prior to the annual contract renewal date. Should notice not be served the agreement will auto-renew for a further 12 months. The contract may also be terminated at any point during the contract period with the exception of the first year of service, subject to a 90 day notice.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Healthier Together is available as a native mobile app that runs on OEM-supported iOS and Android devices. ; ; It is also accessible via a mobile-responsive website, providing the same core functionality as the desktop version. Some workflows are optimised for mobile screens to improve usability, such as touch-friendly navigation and streamlined content display, while the desktop version supports full-page layouts and extended administrative functions. Both versions are designed to provide a consistent user experience and access to all key patient information and services.; ; Not all content may be accessible via the app. Equally not all features may be available on website.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Healthier Together is supported by a modern admin interface to manage its feature and contents. This is protected by multi-factor authentication and role-based access control allowing the possibility to assign variable levels of access to service users.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Our accessible design has been evaluated by patients from diverse backgrounds and demonstrated social inclusion for people with disabilities as well as isolated groups including ethnic minorities.; ; We have an in-house Web Accessibility Specialist who works closely with our design team and evaluates all features against the above guidelines before approving the designs for implementation. We avoid the use of any design components that may have a negative impact on patient experience.
• API: No
• Customisation available: Yes
• Description of customisation: The Healthier Together App and Website are designed to be highly configurable and locally relevant for NHS Integrated Care Boards (ICBs). Health Boards and GP practices across England, Scotland, Wales and North Ireland. Configurable options include:; ; Practice-specific settings such as opening hours, out-of-hours messaging, and custom guidance for parents.; ; Online Consultation features, including time windows of availability and patient age ranges.; ; Local service directories, allowing practices and ICBs to add, modify, or remove services displayed on the website.; ; Custom messages and guidance, for example advising parents on next steps when contacting the practice.; ; All configurations can be set or modified at any time during the licence period. During onboarding, ICBs and practices work with the Healthier Together team to review the full sitemap, approve content, and set local preferences. After go-live, designated practice administrators or ICB digital leads can manage allowable configurations through secure administrative interfaces.; ; This approach ensures the service is consistent, secure, and aligned with NHS standards while remaining flexible to meet local requirements, providing a tailored experience for both patients and clinical staff.

Scaling

• Independence of resources: The app is capable of running on mobile devices without an internet connection in offline mode.; ; The Healthier Together back-end server which also powers the website is hosted on a fault-tolerant, load-balanced public-cloud with the ability to scale performance as required. Our server is sized to handle twice the peak-load at any given time. We have continuously achieved 99.9% service uptime and have multiple levels of monitoring in place to detect infrastructure outages (via an automated alert system provided by our infrastructure provider), system-level issues (e.g. high memory usage), and application-level issues (e.g. problems with the delivery of data).

Analytics

• Service usage metrics: Yes
• Metrics types: We provide comprehensive reports on patient utilisation which can be accessed directly in real-time or configured to be shared as per a defined schedule.; ; This includes,; - Total users; - New users; - Sessions; - Screen views; - Engagement rate; - Conditions accessed; - Patient demographics (age bracket, gender); - Ethnic background; - Self-triage funnel (breakdown of dispositions - Red | Amber | Green); - Online Consultations
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

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:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• 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:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: We do not retain any patient data in our platform once it has been fully processed. The only data retained are activity logs and aggregated data in terms of patient utilisation and analytics.; ; Customers are provided with regular analytics data as part of their service agreement. This is provided on a weekly and monthly basis. Ad-hoc data requests can be made via the service desk. We are also able to share this directly with the ICB, PCN or GP practice as necessary.; ; All submitted web-forms are transmitted to the respective practice for processing and management.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • JSON
  • CDA
  • PDF
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • CDA
  • JSON
  • PDF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • 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

Availability and resilience

• Guaranteed availability: The Healthier Together App and Website are hosted on a fault-tolerant, load-balanced public cloud infrastructure with automatic scaling to meet peak demand. The service is designed to achieve 99.9% uptime, supported by multiple layers of monitoring at infrastructure, system, and application levels. Planned maintenance is scheduled outside core service hours wherever possible and communicated in advance.; ; We provide a formal SLA committing to 99.9% availability (excluding any planned downtime due to scheduled maintenance works). In the event the service falls below this level within a billing period, we offer service credits proportional to the downtime experienced, applied as discounts to future invoices. Users are kept informed via automated alerts and status updates if any disruption occurs.; ; This approach ensures that Healthier Together remains reliable and accessible for both clinicians and patients, while providing transparency and remedies in line with standard public sector expectations.
• Approach to resilience: The Healthier Together App and Website are designed for high resilience, ensuring continuous service for users. The back-end is hosted on a fault-tolerant, load-balanced public cloud infrastructure that spans multiple availability zones, providing redundancy in case of hardware, network, or datacentre failures. Automatic scaling allows the service to handle peak loads without affecting performance.; ; Data is stored securely with encryption at rest and in transit, and backups are performed regularly to enable rapid recovery if required. Multiple monitoring layers detect infrastructure, system, and application-level issues, triggering automated alerts for proactive incident management. Planned maintenance is scheduled outside core service hours and communicated in advance to minimise impact.; ; The service architecture supports isolation of customer workloads to ensure that the performance or issues of one user do not affect others. In addition, the Healthier Together App can operate in offline mode on mobile devices, providing uninterrupted access to critical functionality even if network connectivity is temporarily unavailable.; ; Additional details on resilience measures and cloud configuration can be provided on request to meet security and confidentiality requirements.
• Outage reporting: The Healthier Together App and Website are monitored continuously at multiple levels, including infrastructure, system, and application layers. Any outage or service degradation is detected automatically through our monitoring and alerting systems, enabling rapid response by the operations team.; ; We provide email alerts to key stakeholders for incidents affecting service availability or performance, ensuring users and administrators are informed promptly. For NHS Integrated Care Boards and practices, these alerts include details of the issue, estimated resolution time, and any recommended actions.; ; Public and private access dashboards can be provided and the service can share outage and status updates on request with stakeholders. Critical incidents are logged and reported through standard incident management procedures, including follow-up reports summarising the cause, impact, and remedial actions taken to prevent recurrence.; ; Additionally, the Healthier Together App is designed to function in offline mode, allowing access to key features even during temporary network or service outages, minimising disruption to patient care and practice workflows.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is restricted to backend admin panel via multi-factor authentication and restricted role-based access control.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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; NHS DSP Toolkit; Note: ISO 27001 relates to our hosted data centre only
• Information security policies and processes: An Information Governance team has been defined, and meets regularly. All staff are required to undertake basic Information Governance training.; ; Defined procedures are in place for data sharing & confidentiality, the handling of sensitive data, and information asset security. These procedures are detailed in the organisation's DSP Toolkit documentation.; ; A Change Control team is assembled when required and is responsible for producing Privacy Impact Assessments of any changes that relate to information security.; ; Penetration tests are carried out regularly by an accredited, external organisation.; ; An escalation/notification process exists, detailing 5 levels of risk and an associated chain of responsibility and the procedures that must be followed accordingly.; ; The Chief Technology Officer is responsible for ensuring the above policies are adhered to.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Requested changes are managed by the Product Owner and reviewed at monthly roadmap meetings. Once approved, they are added to the product backlog and assigned a priority. Request planning includes,; ; a. accessibility requirements; b. teams involved; c. clinical and information governance; d. beta testing; e. customer updates; f. training needs; g. documentation updates; h. evaluation needs; ; Features are reviewed at at a minimum of 12 month intervals. New features are deployed on a fortnightly release cycle with updates performed out of hours. Internal metrics are used to analyse the performance of the product and features.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Threat management - using our network of specialist cyber security suppliers and contacts we continually monitor potential security threats. We also only use specialist software tools and products to monitor all security elements of the service.; ; Patches - server patching is managed by our specialist data centre provider.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Alerts system - the platform has an inbuilt alerting system.; ; Hosting supplier - our specialist hosting supplier also continually monitors the platform.; ; Issue Resolution - patches and updates can be implemented on a same day basis where required.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident Reporting - we have pre-defined process for as many common events as possible.; ; We have a defined notification/escalation process in place. This details 5 levels of risk, and the escalation procedures for each.; ; A number of potential risks have been highlighted, and detailed processes to follow in the event of such an incident have been defined for each.; ; A standardised form is used to document any event, including unscheduled service outages, and a defined process is in place to follow-up on any such event.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We offer a free-of-cost pilot of the Healthier Together App and Website based on national content and without any enhanced features for a period of up to three months, with no obligations. This allows buyers to evaluate the service in their environment before making any commitment.

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: NHS Data Security and Protection Toolkit - Standards Met

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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • 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 report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • 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

  • 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.

    • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • 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

  • 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
    • 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
    • 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 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 admin@cenigma.net. Tell them what format you need. It will help if you say what assistive technology you use.