MY MHEALTH LIMITED

my mhealth

myCOPD, myHeart, myAsthma, and myDiabetes. Each module designed to support patients in self-managing conditions, enabling clinical team management, at scale.

Encourage patient engagement, adherence, and active participation in managing health. Enhance outcomes and reduce the burden on resources. Supported by structured guidance, interactive tools, and personalised feedback within each module.

Features

• Secure cloud-hosted healthcare application with web and mobile access

Benefits

• Enables efficient delivery of digital healthcare services
• Improves visibility of patient data for clinical review
• Supports compliant and scalable healthcare software deployment

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 ian.thompson@mymhealth.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

569626187150969

Contact

Ian Thompson
01202299583
ian.thompson@mymhealth.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None.
• System requirements:
  • Modern web browser or supported iOS or Android device
  • Reliable internet connection for secure service access
  • Standard device security controls and antivirus protection

User support

• Email or online ticketing support: Yes
• Support response times: Through audit we can confidently state that all support tickets within business hours we respond in the same day, over weekends and public holidays it is within the next available working day.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: IT Service Support; ; We will monitor the Service 24 hours per day, 7 days per week.; A team of IT developers/operators will be available during Office Hours to; support the Customer and Providers.; ; Upon incident notification by you or an automated monitoring tool, the Recovery Time Objective will be:; a) Two hours for a notification during Office Hours and; b) Eight hours during Out-of-Office Hours.; ; The Recovery Point Objective will be 24 hours or less.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have a robust onboarding practice within our operations division, incorporating e learning, demo account access and customer support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data is securely exported on request in standard formats at contract end.
• End-of-contract process: At the end of the contract, access to the service is terminated and data export is completed on request. Secure deletion or anonymisation of remaining data is performed in line with the DPIA and contractual terms. End-of-contract data extraction is included in the contract price; any bespoke support or additional data handling outside the standard process may incur an additional cost.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is accessible via both mobile applications and web browsers. Mobile access is optimised for smaller screens and touch interaction, while desktop access provides a larger-screen experience. Core functionality, data access, and security controls remain consistent across mobile and desktop platforms.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The service provides a secure web-based interface and mobile application, allowing users to access functionality through standard browsers and supported iOS and Android apps.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Accessibility has been considered throughout design and development. The interface has been reviewed against WCAG 2.2 AA criteria and tested using common assistive technologies, including screen readers, keyboard navigation, and browser accessibility tools. Findings are addressed as part of ongoing improvement.
• API: Yes
• What users can and can't do using the API: The API supports secure integration and controlled data exchange with authorised external systems. Users can authenticate, submit permitted data, and retrieve approved data sets where enabled. The API does not allow configuration of clinical content, changes to intended medical functionality, or modification of regulated service behaviour. All core service configuration and medical functionality are managed through the service interface in line with the DPIA and regulatory controls.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise personal settings such as personal details, medical information including diagnosis, and notifications. Clinicians can customise self management plans and medications. As a class I medical device the platform is designed as a self management app and is not designed for remote monitoring. Customisation is performed via the service interface by authorised administrators only.

Scaling

• Independence of resources: The service is hosted in a segregated cloud environment with controlled resource allocation. Capacity monitoring, scaling controls, and operational safeguards ensure that usage by one user does not adversely impact the performance or availability experienced by other users.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides usage metrics including active users, login frequency, feature usage, and data submission volumes. Metrics support operational monitoring, service assurance, and auditability and do not include unnecessary personal data. Access to metrics is role-based and aligned with the DPIA.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: 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

Data importing and exporting

• Data export approach: Authorised users can export their data by submitting a request through the service interface or support process. Data is extracted by my mhealth in line with the DPIA and provided securely using agreed transfer methods. Exports are limited to data the buyer is entitled to access and are delivered in standard, commonly used formats. Access controls and audit logging are applied throughout the export process.
• Data export formats: CSV
• 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: The service is designed to be highly available and is hosted on resilient cloud infrastructure. Availability is monitored continuously, and reasonable efforts are made to minimise service disruption. Planned maintenance is communicated in advance where possible. Any remedies for service unavailability, including service credits, are handled in accordance with the applicable contract terms.
• Approach to resilience: The service is hosted on resilient cloud infrastructure designed to minimise single points of failure. Core components are deployed with redundancy, monitored continuously, and supported by automated backup and recovery processes. The underlying datacentre environment is operated by a third-party cloud provider with built-in resilience measures, including physical security, power redundancy, and environmental controls. Resilience is supported through documented operational procedures and regular review. Further technical details of the resilience architecture are available on request.
• Outage reporting: Service outages are monitored continuously and communicated to users through direct email notifications where appropriate. Significant incidents are handled via the support process, with updates provided as information becomes available. There is no public status dashboard or outage reporting API. Incident records are maintained internally to support service management and review.

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 to management interfaces and support channels is restricted using role-based access controls and multi-factor authentication. Privileged access is limited to authorised personnel only and granted on a least-privilege basis. Access rights are reviewed periodically and revoked when no longer required. All access to administrative and support functions is logged and monitored.
• 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 contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Security governance is managed through defined policies and oversight. A named board-level individual is accountable for service security, with regular review of risks, controls, and incidents in line with regulatory and data protection requirements.
• Information security policies and processes: Information security is governed by documented policies and procedures covering access control, data protection, incident management, and secure development. Policies are approved and overseen by a named board-level individual responsible for service security. Compliance with policies is supported through role-based access controls, staff training, operational monitoring, and regular review of security practices. Incidents and risks are reported through defined management channels and addressed in line with documented processes, as described in the DPIA.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Service components are tracked throughout their lifecycle using version control, configuration records, and change logs. Proposed changes are documented, reviewed, and approved before implementation. Security impact is assessed as part of the change process, with higher-risk changes subject to additional review and testing. Changes are implemented in a controlled manner and monitored to ensure service stability and security.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerabilities are identified through monitoring, penetration testing, and supplier security advisories. Potential threats are assessed based on severity, exploitability, and impact. Patches and mitigations are prioritised accordingly and deployed in a controlled manner, with higher-risk issues addressed promptly. Information on emerging threats is obtained from cloud service providers, security testing partners, and industry security advisories.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring uses logging, access monitoring, and alerts to detect potential compromise. Suspected incidents are assessed and escalated promptly, with containment and remediation actions taken based on severity.
• Incident management type: Supplier-defined controls
• Incident management approach: The service follows documented incident management procedures for common security and operational events. Users report incidents via the support email or ticketing process. Incidents are assessed, managed, and resolved according to severity, with incident reports and updates provided to affected users where appropriate.
• Post-quantum cryptography secure: No

Secure development

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

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 2.5%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 10%

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: Yes
• Please provide your Cyber Essentials Certificate Number: 1d6d794f-f9a6-4976-a576-b0eb36590c7c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 48a58034-8525-4a6c-be2a-02ce7e73d5ad
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • 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

    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • 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.

    • Delivery of additional environmental benefits through 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
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • 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 ian.thompson@mymhealth.com. Tell them what format you need. It will help if you say what assistive technology you use.