Enlivio Health

Enlivio Health - Apex

Apex is a business intelligence platform designed to support Primary Care Organisations with near real-time analytics, empowering NHS customers to make critical business and healthcare decisions. Apex provides a clear understanding of patient and workforce utilisation, supporting improved productivity and efficiency. Evidence based system-level decision making to meet patient demand.

Features

• Near Real-Time Data Analytics for Primary Care
• Primary Care Management Reporting Tool and Analytics
• Patient Level Service Utilisation Trends
• Digital Clinician Appraisal and Workforce Development Tool
• Automated Submissions and National Reporting Templates (DES/LES)
• Cross Organisational Rota and Resource Management
• COVID-19 Tracking with Patient Level Exposure and High Risk Groups
• Cloud-based Platform Accessible on all Web Browsers
• Fully Interoperable with EMIS Web and TPP SystmOne
• System-Level Data Analytics for PCNs, CCGs, ICSs, ICPs, STPs

Benefits

• Improving Efficiency
• Improving Patient Access
• Improving Productivity
• Managing Demand & Capacity
• Effective Workload and Workforce Management
• Standardising Reporting
• Addressing Key Access Issues
• Redesigning Services
• Automating Submissions

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 info@enliviohealth.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

572045239810118

Contact

Sales Team
0113 380 3000
info@enliviohealth.com

About the service

• Service categories:
  • Application Development and Deployment
    • Analytics and business intelligence
      • Business Intelligence
        • Business Intelligence
      • Advanced and predictive analytics
        • Advanced and predictive analytics
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Apex is used by Primary Care Organisations to provide data analytics and services in relation to data predominantly held within their practice Electronic Patient Record System.; Apex is fully interoperable with the EMIS Web and TPP SystmOne Electronic Patient Record Systems. Other EPRs are not supported at this time.
• System requirements: Internet Access

User support

• Email or online ticketing support: Yes
• Support response times: Support tickets raised via email within standard support hours (Monday to Friday 9am-5pm).; ; Tickets raised outside of support hours, including weekends, will be responded to on the next working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: No
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Support levels will be provided as per the selected Service Management Model.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Apex is typically deployed to new customers following a three-stage process incorporating:; i. Remote installation and configuration with the GP clinical system; ii. Remote commissioning session to customise Apex to the local way of working; iii. Final commissioning session for broader engagement of workforce and alignment to local strategic objectives.; ; During the remote installation process the EMIS Apex team will work with users to install necessary software on a nominated local PC to ensure data flows from the GP clinical systems to Apex.; ; During the remote commissioning session the EMIS Apex team will guide users to configure Apex to their unique way of working, aligning dashboards and reports to the operational model of the Primary Care Organisation.; ; During the final commissioning session the EMIS Apex team will engage a wider audience of the Primary Care Organisation workforce, including clinicians, to highlight the benefits of Apex as well as embed the tool into organisational aims and objectives as well as ensuring this is aligned to the strategic and operational direction of local Primary Care Networks (PCN), Clinical Commissioning Groups (CCG), Integrated Care Systems (ICS)/Partnerships (ICP) and Sustainability & Transformation Partnerships (STP).
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • PowerPoint
  • CSV
  • Excel
• Documentation accessibility standard: WCAG 2.2 A
• End-of-contract data extraction: Typically data extract from Apex is not required by customers who cease to utilise Apex. This is because the underlying clinical, appointment and organisational data within Apex is obtained from integration with the Primary Care Organisation's Electronic Patient Record System (EMIS Web or SystmOne).; ; However, a final data extract service is available upon request to customers, providing any Apex acquired data in a CSV extract format.; ; In the event that an exiting customer requests a final data extract the EMIS Apex team would work with the customer to confirm secure arrangements for the transit of such data in compliance with applicable security standards, including ISO27001.
• End-of-contract process: We seek to ensure that at all stages of the contract life-cycle that Apex customers receive the best service possible, this includes upon contract termination.; ; At the end of a contract a decommissioning process is carried out with the exiting customer, which includes:; i. Confirmation of service termination date with registered Apex users;; ii. Disable access to Apex platform to registered users upon service termination date;; iii. Decommission interoperability data flow with Electronic Patient Record system;; iv. If requested by the customer, a final data extract can be provided; and; v. Deletion of customer data held within Apex, within time frames communicated to the customer and compliant with applicable Information Governance legislation.; ; The exiting customer is kept informed of progress throughout the decommissioning process and may still raise support tickets with the Apex service desk until all decommissioning services have been concluded.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Customers can determine level of access to the data at both a local and enterprise level based on local hierarchies and organisational structures.

Scaling

• Independence of resources: The Apex platform is hosted within an Azure architecture.; ; The platform is highly scalable in order to allow burst capacity where required by user demand. The Apex team continuously monitor platform usage in order to decide whether architectural changes to infrastructure requirements are needed to support user demand.; ; All organisational databases are segregated in order to ensure that there is no cross-customer usage impact at a database level.

Analytics

• Service usage metrics: Yes
• Metrics types: Through an API, Real-time dashboards, Regular reports, Reports on request.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Data sanitisation type:
  • Degaussing
  • Physical Destruction / Hardware containing data is completely destroyed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Through Apex there are a number of functions which can be taken offline in various formats.; Firstly, all Apex Dashboards and Reports are configured to effectively format in the Microsoft Print to PDF function.; Users may also export their data from Apex via a range of activities, including;; - Exporting data behind graphs directly to CSV format; - Creating custom reports to export to Excel; - Creating custom dashboard style reports to export to PDF; - Exporting a GP Appraisal report to PDF
• 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: As a cloud based solution availability of the Apex application to our users is of paramount importance.; ; Accordingly, Apex customers receive a contractual SLA that the service will remain available to users 99% of the time during a Service Period.; ; A Service Period is defined as a calendar month.; ; Service Management reports are provided monthly to customers confirming performance against all SLAs, including Service Availability.; ; All SLAs are provided on a reasonable endeavours basis. The Supplier shall use their reasonable endeavors to achieve the specified SLAs. Financial refunds are not offered for failure to achieve specified SLAs.; ; This SLA is exclusive of up to 120 minutes of Planned Downtime, communicated to customers in advance, per Service Period. Planned Downtime shall be performed between the hours of 20:30 - 06:30.
• Approach to resilience: Apex is hosted within Azure data centre solutions in the UK.; ; Full information on the Microsoft Azure data centre resilience offering is available to all users upon request.
• Outage reporting: Apex service outages will be reported to customers via email alerts and via monthly Service Management reporting to Primary Care Commissioning bodies in accordance with the Apex Service Management process.; ; Such reports shall detail the date, time and duration of the service outage.; ; Customers are kept regularly informed of progress on any outage incidents via regular email notifications. Additionally, any customer reported outages, resulting in a service ticket, can be tracked by the customer via the Apex support desk ticket portal.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Individuals are granted access by a system administrator at each healthcare organisation and can only see data visible to that organisation and with role-based permissions configured for them. Role-based access permissions range from system administrator profiles through to individual user access for individual clinicians to view only personal workload. Only users with an administrator option selected are able to make any customisation within Apex and only users with the option to view other user details can view data surrounding colleagues in the healthcare organisation.
• 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
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Enlivio Health follows robust information security policies and processes aligned with international standards such as ISO 27001, NHS Data Security and Protection Toolkit, and Cyber Essentials Plus. Our Information Security Policy covers data protection, access control, incident management, and risk assessment. Oversight is provided by a dedicated Security team led by the Chief Information Security Officer (CISO), with local security leads reporting into this structure. Compliance is ensured through regular audits, mandatory staff training, and automated controls. Any incidents or breaches are reported and investigated via a formal process. Policies are reviewed annually and updated as needed to reflect regulatory changes and best practice. This approach ensures consistent protection of client and patient data across all Enlivio Health operations.; ; These policies cover all elements of the ISO:27001 standard, including data security, information governance, asset management, supplier management, acceptable use, data quality, secure development, physical media handling, change management, business continuity and continual improvement.; ; All policies and procedures are flowed down to employees, contractors and suppliers of the organisation, as appropriate, and are enforced via both contractual and operational obligations and monitoring processes.

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: All service components, along with their configurations and dependencies are documented in the Apex Inventory of Information Hardware/Software Assets.; ; All significant, non-routine changes to service components are subject to change control.; ; Change requests are assessed by the Information Security Manager to identify potential risks in-line with the risk management framework.; ; All changes require a testing plan with clear acceptance criteria.; ; Once a change is implemented the Change Manager authorises its transfer to the operational environment, ensuring that business processes are not disturbed and that business continuity plans are updated.; ; Software updates are version controlled and system documentation is updated.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Enlivio Health have a vulnerability management programme, including a policy and supporting processes. Regular vulnerability scanning is conducted in internal and continuously on external IP's. Threat intelligence feeds are integrated into the processes including NHS Cyber alerts & CVE databases for emerging threats. Critical operating patches are applied within 14 days.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: The Security Centre provided by the hosted environment generates alerts when a threat is detected to the network or a service resource. Security Centre prioritises and lists alerts, along with the information needed to investigate the problem. Recommendations are provided for how to remediate an attack. Related alerts are automatically collated into security incidents. Incidents provide a single view of an attack, giving a clear understanding of what actions the attacker took, severity, status, and the affected resource.; ; Actions to mitigate the threat and prevent future attacks are taken based on the recommendations based on severity.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: Yes
• Incident management approach: All Service Incidents are reported via the Apex Support Team and tracked within the online Apex support platform.; Service Incidents receive a priority rating, assigned by the Apex Support Team, dependent upon their severity. The severity rating at P1 - P4, with P1 being the highest level of severity. Pre-defined processes exist for common events to ensure speed of service delivery and continuous service improvement.; Users report Incidents to the Apex Support Team via either dedicated telephone or email submission routes.; Incident Reports are provided via Service Management reports on a monthly basis, or otherwise upon request from a customer.

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: 1%
• Between £250,000 and £500,000: 2%
• Between £500,001 and £1,000,000: 3%
• Between £1,000,001 and £2,500,000: 4%
• Between £2,500,001 and £5,000,000: 7.5%
• Over £5,000,001: 10%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: BSI
• ISO/IEC 27001 accreditation date: Wednesday 10 September 2025
• What the ISO/IEC 27001 doesn’t cover: Our Information Security Management System complies with the requirements of ISO/IEC 27001:2022 for the following scope:; The Information Security Management in relation to the provision and subsequent support in information and management systems to healthcare and non healthcare professionals. Information Security Management within the supply and deployment of ICT infrastructure and support services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Friday 16 February 2024
• What the ISO 9001 doesn’t cover: Our Quality Management System complies with the requirements of ISO 9001:2015 for the following scope:; The design, planning, development and support if information technology software and services to the healthcare market and other public and private sector organisations.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 674cd1a3-3629-469c-b25f-d94897cd8771
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: Dc0f68d0-958d-42f3-8116-ad8ddc3fbe51
• Other security certifications: No

Social value

• 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 apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • 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
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • 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

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

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  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

  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Plans for positive actions with community groups.
  • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• 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
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and 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
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• 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
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  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 the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Creation of outreach activities to create a pipeline of employees for the future contract delivery
  • Content of the outreach activity is designed to suit the target cohort
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• 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 info@enliviohealth.com. Tell them what format you need. It will help if you say what assistive technology you use.