DICT8 LIMITED

Digital Dictation Management and Outsourced Transcription Service

A cloud based digital dictation system with integrated UK based outsourced transcription for UK Healthcare

Features

• UK based outsourced transcription for NHS
• Digital dictation workflow management system
• Integration with PAS and EPR systems
• Medical Secretary typing services
• Digital dictation smartphone app

Benefits

• Enable remote working
• Flexible typing capacity resource
• Cover medical secretarial shortfalls
• Reduce administrative burden on clinicians
• Improve quality of typing using experienced UK medical secretaries
• Improve transparency and analysis of documentation creation
• Reduce documentation creation costs

• 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 info@dict8.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

578307144637314

Contact

New Account Team
08001218105
info@dict8.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: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Integrates with PAS and EPR systems to provide documentation creation using patient record / clinic list. ; Outsourced transcription integrates with other workflow management systems as required.
• Cloud deployment model: Private cloud
• Service constraints: NONE
• System requirements:
  • Internet access
  • Up to date web browser

User support

• Email or online ticketing support: Yes
• Support response times: 1 hour response during working hours (8.30-5.30 Mon-Fri); 4 hour response all other times
• 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
• Support levels: All users have access to a named account manager, with direct contact details (email and phone). The account manager is supported by a team to provide 24/7 support.; All queries are responded to within 1 hour (8.30-5.30 Mon-Fri) and 4 hours outside of this. ; We aim for resolution to take place within 1 hour of any issue being raised.; We have achieved this in 99.7% of cases in the past 2 years.; Technical account management is also provided.; None of this is chargeable - all included in the price of the service.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide:; ; - On-site training followed by floor walkers if required; - Bespoke training videos and documentation resources; - Online trading as required; - Access to support staff including a named account manager and training staff to answer and solve any queries.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data is available to download through either an API or direct download from the DICT8 system,; We can also work with the buyer to provide a custom solution (no charge) as required.; The data is then securely deleted from the DICT8 system.
• End-of-contract process: All data retrieval, data deletion and handover is included in the price of the contract. There are no additional costs.; End of contract requirements are discovered through an engagement with the buyer in order to understand their specific requirements and accommodated where reasonably possible.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile service is used for dictation of the document to be transcribed.; It is not used for typing the document or editing it as the screen is too small to do so efficiently.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: The API provides users with full access to all of the functions of the service.; It is in use in a number of NHS Trusts to integrate with:; - workflow management systems; - PAS & EPR for clinic list management and import of patient demographics, GP information, clinical information and the saving & distribution of completed documentation.; ; There are no major restrictions on what it can / cannot do, other than those that could impact IG or safety. ; Details on how users can set it up & make changes through it are available through the API documentation.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The DICT8 service has been used in some 87 NHS Trusts and many departments within them. No two use it in the same way. ; Over the 21 years that we have provided the service we have built many customised processes and controls into it to ensure that the system operates around the customer's desired workflow rather than making the customer adapt to ours.; We engage with the customer to understand how to adapt and customise the system to their requirements and continually evolve this as required.; Users can request customisation from their account manager at any time and we will try and accommodate all reasonable requests.

Scaling

• Independence of resources: We monitor and model capacity to ensure that we are always running with at least 60% extra capacity available.; Over the last 20 years we have never seen a drop in system availability, turnaround time of letters or any functionality or service level as a result of new clients or spikes in demand from existing ones.; Our process and safeguards in respect of this have been audited as part of our ISO9001 system.

Analytics

• Service usage metrics: Yes
• Metrics types: Details of billing levels, including full breakdowns; ; Tables showing the current status and line usage of each transcription in real-time; ; The ability to view, and listen to, every dictation and transcription; ; The ability to retrieve transcripts that have already been downloaded by doctors.; ; Breakdown of system usage and line-usage by doctor and overall account; ; Besides the real-time dashboard auditing tools we also provide a report manager tool, these include:; ; Charts showing throughput on a departmental basis.; ; Breakdown of usage by doctors and by departments; ; Cost of work put through over the period.; ; Average Turnaround times by department / specialty.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Complies with a recognised standard (for example CSA CCM version 4.0)
• 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 CSA CCM v4.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: The data that the user will be exporting is that of the completed transcripts.; Where these are being exported through the standard system interface (web based) they are exported using the 'Generate document' button on the interface. This then generates an .RTF file that will download to their desktop and automatically open in MS Word.; Where there is an integration into another system then the export will be automatically or procedurally triggered and the export occurs in the format that has been specified through the API.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • RTF
  • As defined through the API
• Data import formats: Other
• Other data import formats:
  • DSS
  • MP4
  • MP3
  • DS2
  • Smartphone files from mobile
  • WAV

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: Service availability is guaranteed 99.9% under the SLA, with refunds of 1% of monthly spend for each hour period of downtime in excess of this.; Please note that the system has run at 100% availability since 2004.
• Approach to resilience: Information withheld from public area for security reasons.; ; AVAILABLE ON REQUEST
• Outage reporting: For outages we provide a public dashboard and email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: These are restricted through only providing each discrete user access to what they need for a specific role and no more.; Privileged accounts are locked to an IP and require a personal hardware token to be permanently attached to their workstation during access. ; These have all been audited to ISO27001.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Multi-Factor Authentication (MFA)

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
• Information security policies and processes: We comply with the following:; ; - ISO27001 (this covers much of the InfoSec portfolio of policies, which form the ISMS - a list of which is available on demand).; - Cyber Essentials Plus; - Annual CREST compliant Penetration Test; - NHS DSP IG Toolkit; ; Policies are mandated at board level and the CEO has ultimate responsibility for them. ; ; Compliance with them are reported to the board on a quarterly basis and they are all audited / performed by an external party. ; ; There has never been an incident of non-compliance or failure to adhere. If there were to be there is a robust procedure in place (this forms part of the ISO27001) to inform all stakeholders within 24 hours and take immediate remedial action.
• Software Security Code of Practice: Yes

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: As part of our ISO:27001 accreditation we maintain an asset inventory.; ; We operate a staging replica of our production environment to pre-test changes to our infrastructure and code-base. ; ; Deployments are managed through ansible to ensure repeatability between the two platforms. ; ; Automated internal vulnerability scans are performed hourly.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: As part of the ISO27001 system we have an asset risk based approach to accessing vulnerabilities. We maintain a risk register and asses them according to a defined control methodology in order to mitigate them accordingly.; We deploy critical patches within 24hours and non-critical within 7 days.; We perform continual assessment of risks and threats using both internal systems and publicly available threat registers and notification services
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We operate a SIEM solution that collates logs from our entire infrastructure. This provides a live dashboard which identifies potential compromises (or attempts) and provides forensic tracing. ; ; In addition we run an endpoint defence product on all servers which issues notifications in the event of potential risks.; ; Our staff are trained in blue-team defence exercises.; ; In the event of a potential attack taking place, the IT team would be mobilise immediately. We have a targeted one-hour resolution during working hours and four-hour outside of that.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: We have an audited incident management system that has been audited to ISO27001.; Users report incidents through a ticketing system that generates alerts to the CTO and the IT department.; Incident reports (together with resolution information) are distributed by email to all relevant stakeholders.; Incidents are further reviewed on a monthly basis by the CEO and CTO.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

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 provide a free trial of a few thousand lines of outsourced transcription.

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%
• Between £2,500,001 and £5,000,000: 2%
• Over £5,000,001: 2%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Tuesday 10 December 2024
• What the ISO/IEC 27001 doesn’t cover: Whole Offered product/Service is in Scope
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Tuesday 10 December 2024
• What the ISO 9001 doesn’t cover: Whole Offered product/Service is in Scope
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: B1dc532a-53c1-4b47-b78a-08b1381c2cb6
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: E77ba661-a50b-46bc-b529-bdd6282cb1fa
• Other security certifications: Yes
• Any other security certifications: NHS DSP IG Toolkit

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
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • 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
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • 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.

    • 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
    • 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
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • 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)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • 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
    • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered

  • 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
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • 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
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 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
    • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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@dict8.com. Tell them what format you need. It will help if you say what assistive technology you use.