HOSPITAL SERVICES LIMITED

Pulse Virtual Cardiac Care

VCC provides secure conferencing for cardiac teams and patients. Clinicians access via devices, patients via invites. Uses: emergency support, post-discharge consultations, family reviews, community engagement, discharge planning. Allows multi-clinician involvement. Adaptable to evolving needs.

Features

• Secure Conferencing
• Multi-Device Accessibility
• Simple to operate
• High quality audio and video
• Integrates with PAS and EPR

Benefits

• Supports all forms of virtual consultation with patients and carers
• "Click to connect" from SMS into Virtual Consultation
• Point to Point and Multipoint
• High quality ensures good engagement between clinicians and patients

£60 to £600 a licence a month

• 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 sales@hsl.ie. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

579261937261623

Contact

Graham Stewart
01157043000
sales@hsl.ie

Service scope

• Service constraints: Planned maintenance once per quarter
• System requirements:
  • Clinician - Trust desktop app, VC system or web browser
  • Patient - smartphone, tablet, PC or MAC

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: On receipt during core service window, Monday to Friday 08:00 to 17:30
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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: HSL provides proactive support to users by working with Clinicians to ensure they become confident, competent users of the service for care in the home and care in the community. ; ; If a clinician or patient has problems connecting the HSL will provide support to both parties to resolve any issues.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: HSL works with users to customise access to the service in line with current working practices and care pathways. The aim is to make the addition of virtual consultation and conferencing capabilities into the care of patients as seamless as possible within a safe and secure environment.; ; Training is available to help staff to learn the user interface and the workflow that is required to plan, instigate and undertake a care session with a patient or patients through this technology.; ; Customised documentation reflecting this is provided during the set up phase.; ; On line training and familiarisation remains available within the support for the duration of the contract.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: 90 days from end of contract, HSL will notify the customer of the pending cessation of the service and will provide a price for renewal of the service.; ; 60 days from the end of the contract HSL will contact the customer again to ask if they intend to renew or cease the service.; ; 30 days from the end of the contract HSL will issue the service cessation documentation to be completed by the customer and HSL to ensure a hassle free close down and if needed transition to another service provider as needed.
• End-of-contract process: Following the notifications, HSL will pass the last monthly report to the user and delete their service entitlement from the platform at the end of the last day of the service contract.

Using the service

• Web browser interface: Yes
• Using the web interface: Users access the service through an app or a web browser that supports the WebRTC realtime communications protocols.; ; The web interface can be used only to access a consultation or session to which a patient has been invited.; ; Clinicians have access to the web interface for controls, e.g. camera selection, audio muting, disconnecting patients, moving patients from the waiting room to the consultation and more.
• Web interface accessibility standard: WCAG 2.1 A
• Web interface accessibility testing: Pexip undertake this testing and will provide documentation on demand.
• API: Yes
• What users can and can't do using the API: The API is used only to integrate with the hospital ICT systems, e.g. the PAS for scheduling and the EPR for recording session information.; ; Integration to these services and servers is undertaken by HSL in conjunction with the Trust; ; Users cannot access this.
• API automation tools: OpenStack
• API documentation: Yes
• API documentation formats: PDF
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Automatic
• Independence of resources: The services are configured using separate service tags which are applied specifically to ensure that only entitled users can access the services they have specifically procured and configured. In some cases a separate instance of Pexip Infinity will be built to ensure complete separation of customer resources. This applies only to larger customers.
• Usage notifications: Yes
• Usage reporting: Email

Analytics

• Infrastructure or application metrics: Yes
• Metrics types: Number of active instances
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

• Backup and recovery: No

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The service operates to a 99.99% availability.; ; Users are provided with service credits for any unavailability
• Approach to resilience: This is available on request from Telehouse North and from Pexip
• Outage reporting: Email alerts are sent to customers when an outage occurs.; ; HSL service desk continually monitors the status of the service on an internal dashboard.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Only the service team has access to the platform for management processes. Each agent has a user name and strong password and will be challenged to enter these credentials before access is granted.; Passwords are changed every month.; All agents are top tier qualified by the software vendor, Pexip.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password
• Devices users manage the service through: Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: Between 6 months and 12 months
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BM Trada
• ISO/IEC 27001 accreditation date: 9/3/2024
• What the ISO/IEC 27001 doesn’t cover: The certification covers all of the HSL business.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

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: Fully documented within the ISO27001 implementation across the whole of the HSL business. Owner - Mark Collins, Chief Operating Officer The Information Security Team report directly to Mr Collins. Policies applied and automated where possible and enforced in all company owned information and communications devices. Training and continuous monitoring is provided to all staff.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes to the platform are managed by the Technical Support team in HSL and can only be undertaken with the approval of the Chief Operating Officer following submission and approval of a change control request. Changes to the platform are implemented into a separate development environment and tested before applying them to the core service platform. Configuration is driven by customer needs, either new customers or expansion of existing customers. The operating procedures for these are within the business ISO27001 framework.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: This is undertaken in conjunction with the software/platform vendor, Pexip. The platform is continually monitored and managed from the HSL Service Desk in Derby. Any threats or need for patching are dealt with as soon as the alerts are provided by Pexip.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: This is undertaken in conjunction with Pexip and their IS and vulnerability specialists and design and testing teams. This can be shared on demand and with the approval of Pexip.
• Incident management type: Undisclosed
• Incident management approach: Any incident that arises on the platform is managed by the service desk and support team in Derby. The platform is continually monitored by this team.; If a user experiences an incident they can alert the service desk by phone, email or video; they will be connected to one of the teams who will log in to the platform to assess and advise the customer on the incident.; All incidents are included in monthly management reports for customers.

Secure development

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

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Supplier
• Virtualisation technologies used: VMware
• How shared infrastructure is kept separate: Service tags, dial plan, complex passwords and use of host and guest PINs on every one time use session that is generated by the platform for a Home Care "eyes on" session.

Energy efficiency

• Energy-efficient datacentres: Yes
• Description of energy efficient datacentres: HSL uses the Telehouse North 2 data centre which is the industry leading provider in the UK. Telehouse operates the data centre to the highest energy efficiency, details are available here - https://www.telehouse.com/telehouse-london-wins-dcs-data-center-energy-efficiency-project-year-award/

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Deliver additional environmental benefits in the performance of the ; contract including working towards net zero greenhouse gas emissions

Pricing

• Price: £60 to £600 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A Virtual Cardiac Consultation space is created on the Pulse Platform. This is provided for use and management by the Cardiac team in the buying hospital. Branding and customisation is not included. User support is available during the trial.
• Link to free trial: https://join.pulsemeeting.co.uk/webapp/home

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 sales@hsl.ie. Tell them what format you need. It will help if you say what assistive technology you use.