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ToukanEyes Ltd

OpenERS (Eyecare Electronic Referrals and Imaging Diagnostics)

ToukanLabs is a professional services partner providing accredited implementation, training and support services for OpenEyes EMR for Ophthalmology. As a partner ToukanLabs ensures clinical data integrates with hospital workflows, existing PAS Systems and Ophthalmology devices. ToukanLabs is ISO9001, DSP Tool Kit and Cyber Essentials accredited.

Features

  • Electronic Image storing and referrals
  • Analytics data is provided real-time to support clinical auditing
  • Ophthalmic Device Integration: IOL Biometry, Visual Fields, Fundus Camera, OCT
  • Configurable Pathway workflows and triage functionality

Benefits

  • PAS integration for role based work-lists facilitating direct patient selection
  • Dashboards summarising referrals, responses and KPI analytics
  • Web based light weight image diagnostics
  • Streamlined image storing and referrals for efficiency.
  • Real-time analytics aid clinical decision-making.
  • Seamless integration of ophthalmic devices for comprehensive assessments.
  • Customisable workflows and triage for optimised operations.

Pricing

£2,500 to £6,500 a unit a month

Service documents

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

Framework

G-Cloud 14

Service ID

5 7 9 0 4 8 4 4 2 6 0 8 6 8 4

Contact

ToukanEyes Ltd Gulfam Yunus
Telephone: 02080578877
Email: gulfam@toukanlabs.com

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
Configuration / Implementation / Integration / Training / Go-live Floor Walkers
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints
The standard support contract is 18 months from ‘Go-Live’, however this can be changed through mutual agreement.
System requirements
  • Is accessed from any device capable of running a browser
  • Hosted in Private NHS Cloud or public cloud

User support

Email or online ticketing support
Email or online ticketing
Support response times
Target response is within 1 hour.
Response to critical incident is 15 minutes
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), 7 days a week
Web chat support
No
Onsite support
Yes, at extra cost
Support levels
ToukanLabs as standard will provide 3rd line support with the 1st and 2nd line support provided by the clients existing service desk.
Our support desk software can be linked to the clients, enabling support tickets to be passed to ToukanLabs without the need for re-keying, this then enables client tracking of all issues to resolution.
Standard support hours are 09:00 to 17:00 hours, however ToukanLabs is a global company and can offer a follow the sun support desk.
ToukanLabs adheres to ITIL Service management practices and providing expecting service reporting at periodic and scheduled client reviews. We also provide a dedicated account manager who will hold regular review with the client stakeholder and user group.
Support costs are typically between £4,500 and £5,500 / month depending on the size of the implementation and support level required.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Base service onboarding includes software installation, integration with active directory (LDAP), receiving patient and list update integration (HL7 ADT), system configuration guides, and user guides.
Supporting video clips will also be provided.

Additional onboarding services can be provided against our standard rate card, including:
- Pathway mapping ("as is" and digital "to be")
- Implementation
- Configuration
- Integration
- User Training
- Train-the-trainer Training
- Online Training Documentation
- Go-live Desk Notes
- Go-live Floor Walkers
- Ongoing Application Support and Maintenance

See price book for more details.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
  • Virtual training videos
  • Interactive training with scored questions
  • Webinars
End-of-contract data extraction
ToukanLabs provides a complete and open copy of the database to the customer at the end of the contract (via IG safe channels), in database export or SQL script format.

Other export formats or data migration services are available if required, upon request, charged against our standard rate card.

There is also the option for the provision of Full access to mysql database export facilities.
End-of-contract process
Support & maintenance is removed.

ToukanLabs will provide open access to the underlying data and the option to provide a complete and open copy of the database to the customer at the end of the contract (via IG safe channels), in database export or SQL script format.

Other export formats or data migration services are available if required, upon request.

Where ToukanLabs consultancy services are requested, these charges are on our published rate card.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Chrome
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
None,
The application is designed to run in a web browser (Chrome/Edge), and also for use with pen and touch screen input mobile devices supporting Chrome browser.
The application also supports speech dictation from most 3rd party products.
Service interface
Yes
User support accessibility
WCAG 2.1 A
Description of service interface
The user interface runs in a HTML5 standards compliant web browser.
Non-patient identifiable data submissions from community optometrists are via a RESTful API interface.
Accessibility standards
None or don’t know
Description of accessibility
All non-text content that is presented to the user has a text alternative that serves the equivalent purpose. Compatible with all desktop text to speech technology.
Accessibility testing
Tested application with Dragon text-to-speech for dictation.
API
Yes
What users can and can't do using the API
Integrate with PAS, medical devices, Community Optoms and Hospital Acute EMR Systems

Support Interoperability Standards include:
HL7, FHIR, DICOM, REST

(Patient administration) PAS APIS and connection engine for interfacing into medical devices
API documentation
No
API sandbox or test environment
No
Customisation available
Yes
Description of customisation
OpenERS is highly customisable, and all aspects can be tailored to meet the operational and clinical needs of the Trust or Health Board.

Authorised end-users can customise the application using the administration screens, including reference data, workflow, user RBAC, triagem, Image diagnostic views.

Any other aspect of the application can be configured upon request.

Scaling

Independence of resources
For cloud hosted environments, dynamic resource allocation is used where the provision of compute, memory and disk resources are assigned as and when required.

ToukanLabs applies good architectural principles such as dedicated 'Live' instance, a separate reporting service and user resource caps.

Analytics

Service usage metrics
Yes
Metrics types
Service usage metrics collected in the application, in the web server and database tier.

User metrics are captured through continuous load and performance testing to provide metrics such as, maximum theoretical load, notification of any improvement or degradation of performance following a software release, real time information of the current system health.
All metrics are available to be viewed by the client through an online dashboard.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to 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
Managed by a third party
Penetration testing frequency
At least every 6 months
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
OpenERS comes with inbuilt report and data extract tools.

Direct SQL extract tools can also be used.
Data export formats
CSV
Data import formats
CSV

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
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection between networks
N3 / HSCN connection or encrypted connection with secure NHS cloud data centre.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
  • Other
Other protection within supplier network
Secure closed network with Trust's hospital infrastructure or in secure NHS cloud data centre.

Availability and resilience

Guaranteed availability
We offer several levels of availability:
- Same day service. Recover from failure within same day
- One hour service. Recover from failure within one hour
- High business continuity. Failover within 60 seconds
- Continuous availability through Synchronous replication which provides zero point recovery. (No Loss of data.)
Approach to resilience
Cloud Hosted
Minimum recommended resilience is Synchronous replication with zero point recovery in the advent of failure.
All cloud providers now provide a recognised level of the required resilience such UPS, Generators, multiply National Grid Feeds, SAN Disk replication, Fire protection etc.
Outage reporting
ToukanLabs is currently able to report outages using the following methods:
- Public and private dashboards with current outage status
- Alerting via email to pre-defined distribution lists
- Text messages to a distribution lists
- Answer phone service with recorded with incident updates
- Direct status update to client service board where API integration is available,
The level of reporting and audience is defined in agreement with the client.
All service reporting is included in monthly service reports.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
Integration with Trusts Active Directory/LDAP or SAML Authentication services.
Access restrictions in management interfaces and support channels
Management interfaces are restricted via HSCN and authenticated access.

The application has local Role Base Access Controls (RBAC) assign to authenticated users, to control access to application data and functions.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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
User-defined
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
User-defined
How long system logs are stored for
User-defined

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • DCB029
  • Cyber Essentials
  • Working toward ISO 27001 certification
  • NHS DSP-Toolkit
  • ICO Data protection Certificate

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cyber Essentials
NHS DSP-Toolkit
Information security policies and processes
Information Security Management System (ISMS) documentation is managed in accordance with our ISO 9001 quality assurance process and procedures,

ToukanLabs are working towards ISO 27001 accreditation

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes are assessed and approved by an independent board and presented as a controlled release

The OpenSource Software is managed and stored within GitHub repository,
Feature development, bug fixes and development requests are managed with Atlassian JIRA whereby formal software release configuration management processes are used.
All Releases are tracked from development, through system test and user acceptance testing environments, where sign off is required by the customer before being released to live.

A mixture of automated testing tools, load and performance and manual testing scripts are used to ensure code integrity.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our software undergoes DCB029 clinical certification and risk assessment.

Server stack software is upgraded regularly as part of our standard support and maintenance service, e.g. Operating system, web server and data base security patches applied. A security review is performed annually, or sooner if required and any risks/issued mitigated with an action plan formulated.
Application fixes from service management and bug fix procedures are usually deployed in a quarterly maintenance release, unless a more urgent release or hot fix is required and deployed with agreement with the customer.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Automated monitoring tools look at system and application logs, server metrics, including CPU, Disk, Memory, and Network utilisation.
Triggered incident tickets are automatically created in our service management tool for action by support engineers.
Other checks are performed by service desk personnel on a daily basis.
Incident management type
Supplier-defined controls
Incident management approach
We have full ITIL service management processes including, but not limited to
Incident management procedures, problem management, route cause analysis, bug fix procedures, release management processes.

Users report incidents to our service desk, via our support portal, email, or telephone. Incidents are tracked through 1st, 2nd, and 3rd line support escalation as required.

A monthly service report is produced and this is reviewed in monthly service review meetings with our service manager and the Trust/customer.

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
  • Public Services Network (PSN)
  • NHS Network (N3)
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Social Value

Social Value

Social Value

Wellbeing

Wellbeing

The OpenERS Electronic Referral System (ERS) significantly enhances patient wellbeing by facilitating streamlined and efficient healthcare delivery. By providing clinicians with comprehensive access to patients' medical histories, treatment plans, and diagnostic information in a centralised platform, OpenERS enables more informed decision-making and personalised care. This comprehensive view of patient data reduces the risk of medical errors, ensures continuity of care across different healthcare settings, and promotes timely interventions. Additionally, features such as appointment reminders, prescription management, and patient education resources empower patients to actively engage in their healthcare journey, leading to improved treatment adherence and health outcomes. Overall, OpenERS plays a pivotal role in enhancing patient safety, satisfaction, and overall wellbeing through its innovative and patient-centered approach to healthcare delivery.

Pricing

Price
£2,500 to £6,500 a unit a month
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Free demonstration service data is wiped periodically.
Cannot be used for 'real' patient data, test patient data must only be used.
Link to free trial
https://demo.oe.toukan.co

Service documents

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