ACCENDA LIMITED

Gateway®

Gateway® is a referral support platform, supporting GPs, Dentists and Opticians to refer patients into the right service, first time. The platform fully integrates with existing primary care systems at the point of referring (including EMIS Web and SystmOne) and also integrates with e-Referral Service.

Features

• Integrates with NHS e-Referral Service
• Integrates with EMIS Web and TPP SystmOne
• Includes Capture® teledermatology mobile app
• Web-based Clinical Assessment/Triage platform
• Built-in 'request builder' to dramatically simplify the practice process
• NHS Digital Assured for IM1, CIS2, PDS, e-RS
• GPs, Dental, Eyecare/Optical Referral and Advice Platform
• Supports Enhanced Access clinicians to refer directly
• Integrates with Access Mosaic and LiquidLogic for Social Care Referrals
• Built-in Clinical Decision Support to alert referrer of pathway requirements

Benefits

• Direct GP clinical system integration streamlines end-to-end referral process
• Dynamic Clinical Template removes the need for traditional Word-Document referrals
• NHS e-Referral Service (e-RS) integration
• Clinical Algorithms signpost patients to appropriate service - first time
• Clinical Decision Support to adhere to EBI/VBC/PLCV policy
• Includes Capture® mobile tele-dermatology app
• All pathways included (we don't charge per Specialty)
• All Primary Care access included (Dental, Optician, Pharmacy, etc)
• Enhanced Access can create their own referrals

• 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 frameworks@accenda.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

581534460585858

Contact

Frameworks Teams
0161 274 9730
frameworks@accenda.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Adult Social Care
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Planned maintenance/updates take place out-of-hours to ensure the platform continues to include the latest features and patches.; ; Accenda Gateway is provided as a managed, fully hosted service operated within Accenda’s own dual-resilient private cloud infrastructure.
• System requirements: Web-browser

User support

• Email or online ticketing support: Yes
• Support response times: Support is provided to mirror most standard GP core hours, from 8am to 6pm Monday to Friday.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes
• Support levels: Support is provided from 8am to 6pm Monday to Friday, excluding bank holidays.; ; A service delivery manager is assigned to help address specific requirements.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: The solution is incredibly easy for practice staff to pick-up. We have produced online training tutorials which are a fantastic resource.; ; We also have a friendly team of trainers which can travel to site to help support practices and commissioners.; ; All staff are IG trained to help support with day-to-day questions too.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Self-service data extracts are available for 90-days following the end of the contract. We are always more than happy to help users with this process.
• End-of-contract process: Our dedicated service delivery team are always on hand to agree a smooth transition following the end of the contract. We work with you, every step of the way.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We provide a mobile app for taking secure clinical photographs, this is called Gateway Capture®. This is available from the Apple App Store and Google Play store.; ; Our desktop app, simply called Gateway®, is there to help our users access our web-platform quickly, whilst also informing staff of any action required in a fast, convenient way.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Yes. The service interface is a web-based user interface that has been designed and tested to support accessibility and use with assistive technologies. Gateway’s UI follows WCAG 2.2 AA principles, supports keyboard-only navigation, screen readers (JAWS, NVDA, VoiceOver), browser zoom/reflow, high-contrast modes, and mobile assistive technologies (TalkBack/VoiceOver). We continually assess accessibility as part of development and user testing.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have conducted structured accessibility testing of the Gateway interface using screen readers (NVDA, JAWS, VoiceOver), keyboard-only navigation, browser zoom/reflow, contrast testing tools, and mobile assistive features (TalkBack/VoiceOver). Testing has also been performed with NHS users who rely on assistive technologies. Findings inform continuous improvements to ensure alignment with WCAG 2.2 AA and NHS accessibility expectations.
• API: Yes
• What users can and can't do using the API: API is available in-line with our commitment to open interoperability to advance digital health integration.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The solution has been designed with customisation at its core. Configuration is all achieved within the browser, without the need for supplier interaction - however, we're always happy to help.

Scaling

• Independence of resources: The system has been designed with scalability as one of the core features.

Analytics

• Service usage metrics: Yes
• Metrics types: Self-service dashboard is available 24/7 to enable users to track their usage.
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: 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 CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: There is a comprehensive dashboard providing self-service insights, from graphs and charts to raw tabular data, available in CSV or Excel format.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: JSON/XML using FHIR API

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
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Accenda guarantees 99.95% monthly availability for the Gateway service. The platform is hosted across dual-resilient datacentres with redundant compute, storage and network infrastructure. SLA availability is measured monthly, excluding scheduled maintenance and external dependencies. If availability falls below 99.95%, service credits of 5–15% of the monthly service fee are applied based on the level of impact.
• Approach to resilience: Accenda Gateway is engineered for high resilience and continuity of service, aligned to NHS Data Security & Protection Framework (DSPF) Business Continuity and Disaster Recovery standards. The platform operates across two geographically separated UK datacentres, each providing Tier-3-equivalent resilience, redundant power, cooling, diverse network paths and 24/7 audited physical security.; ; The application and infrastructure layers are fully redundant, using clustered HPE compute, mirrored encrypted storage, multi-path networking and automated failover with no single point of failure. Gateway’s architecture supports continuous operation during hardware, network or site-level disruption.; ; Accenda maintains a full Business Impact Analysis, documented BCPs and DR plans, and performs regular testing, exercising and review, following NHS BC/DR guidance and ISO 22301 principles. Continuous 24/7 monitoring, alerting and incident management ensures rapid detection and recovery from faults, while immutable, encrypted backups and multi-site replication support fast restoration with defined RPO/RTO objectives.; ; This resilience approach ensures Gateway remains dependable, secure and operational even under adverse conditions, meeting NHS expectations for the protection of critical digital referral services.
• Outage reporting: Outages are reported directly to customers via email alerts, service desk updates and agreed escalation routes. High-severity incidents include ongoing communication and a post-incident report.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Accenda Gateway uses strong authentication methods including MFA (CIS2, NHS Login), public key authentication for secure API and service integrations, identity federation with NHS Login and CIS2, and OAuth2/JWT-based service authentication. Administrative access uses MFA-protected username/password accounts. Role-based access control (RBAC) and strict session management enforce least privilege across all user types. VPN or PSN access is not required.
• Access restrictions in management interfaces and support channels: Accenda restricts access to management interfaces and support channels through strict role-based access control (RBAC), MFA, least-privilege permissions and network segregation. Administrative interfaces are accessible only to authorised staff using MFA-protected accounts, with privileged roles granted through documented approval workflows. Access is logged, monitored and regularly reviewed under our ISO 27001:2022 ISMS. Support channels (helpdesk, email, phone) are restricted to trained staff, with identity verification and controlled access to customer data. Sensitive actions require elevated privileges, and all support activities are audited to ensure accountability and prevent unauthorised access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Description of management access authentication: Management access to the Gateway platform is authenticated using MFA-protected administrator accounts, RBAC, and strict least-privilege controls. Machine-to-machine and privileged integration access uses public key authentication, TLS certificates and OAuth2/JWT. Administrative interfaces are network-segmented and accessible only to authorised staff. All authentication events are logged, monitored and reviewed under our ISO/IEC 27001:2022 ISMS and NHS DSPT compliance.

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: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials Plus, NHS DSPT, NHS Digital Care Services Framework assurance, DCB0129/DCB0160 clinical safety, ISO 22301, ISO 9001, ISO 50001, SOC 1/SSAE-18/ISAE 3402, SOC 2, PCI-DSS physical controls, OWASP secure coding and NCSC cloud and security good-practice principles.
• Information security policies and processes: Accenda operates a full ISO/IEC 27001:2022-certified Information Security Management System (ISMS) covering all information security policies and processes for the Gateway platform. Policies include access control, identity management, network security, vulnerability management, incident response, change management, secure development (OWASP-aligned), DPIA and data protection, supplier risk, asset management, backup/DR and clinical safety (DCB0129/0160).; ; Reporting Structure:; Information security is governed by Accenda’s Senior Leadership Team, with accountability held by the Information Security Manager and oversight from the Chief Executive. A cross-functional Information Governance & Security Board meets regularly to review risks, audit results, incidents, DPIAs and policy adherence. Security responsibilities are defined for engineering, operations and support teams, and all activity is monitored within the ISO 27001 governance framework.; ; How We Ensure Policies Are Followed:; Compliance is enforced through mandatory training, monitored access controls, segregation of duties, formal change management, code reviews, CI/CD pipeline controls, security scanning, and continuous monitoring. Internal audits, management reviews, penetration testing, vulnerability scanning and external audits (ISO 27001, Cyber Essentials Plus, NHS DSPT, NHS DCSF) validate adherence. All incidents, non-conformities and improvements are tracked and reviewed through the ISMS.
• 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: Accenda manages configuration and change through our ISO/IEC 27001:2022-certified ISMS. All service components are asset-tracked throughout their lifecycle using controlled configuration baselines, version control and environment segregation. Changes follow a formal process including documented requests, impact assessment, peer review, testing and CAB approval. Security impact is evaluated for every change, including dependency risk, vulnerability exposure, data protection, access control and clinical safety (DCB0129/0160). Automated CI/CD pipelines enforce approved configurations, prevent drift and apply least-privilege deployment. All changes are logged, auditable and monitored, with rollback plans and continuous review.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Accenda operates an ISO/IEC 27001:2022 and Cyber Essentials Plus–aligned vulnerability management process. We continuously assess threats using automated vulnerability scanning, dependency checks, penetration testing, log monitoring, and threat intelligence from NCSC, vendor advisories and NHSE cyber alerts. Vulnerabilities are triaged by severity, with critical patches deployed as soon as practicable, typically within 24-48 hours, and high/medium risks managed through defined patch windows. All actions are tracked in our ISMS, with change control, testing and rollback procedures applied. Risks, mitigations and remediation progress are reviewed by our Security Manager and governance board.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Accenda uses continuous protective monitoring across infrastructure, applications and networks, supported by SIEM tooling, log aggregation, anomaly detection, vulnerability scanning and alerting. Potential compromises are identified through correlation of security events, failed authentication patterns, suspicious activity, endpoint alerts, threat intelligence and NHSE cyber notifications. When a potential compromise is detected, incidents are immediately escalated to our Security Manager, triaged, contained and investigated under our ISO 27001 and NHS DSPT incident processes. Critical incidents receive response within 1 hour, with remediation, forensic analysis and customer communications following our incident response plan.
• 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: Accenda operates an ISO/IEC 27001:2022 and NHS DSPT-aligned incident management process with pre-defined runbooks for common events including system faults, security alerts, service degradation and data incidents. Users can report incidents via our support portal, email or telephone, where issues are logged, prioritised and escalated. All incidents follow documented triage, containment, investigation and resolution steps, with critical events escalated immediately to the Security Manager. We provide customers with incident updates throughout, followed by a written incident report or Post-Incident Review detailing root cause, impact, remedial actions and service improvements.
• 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 are happy to discuss a trial/pilot with any Practice, PCN or ICB.

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

• Less than £250,000: 0%
• 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: 5%
• Over £5,000,001: 7%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Wednesday 9 March 2022
• What the ISO/IEC 27001 doesn’t cover: Accenda’s ISO/IEC 27001:2022 certification covers the full information security management system (ISMS) for the design, development, testing, operation, hosting, support and continuous improvement of the Accenda Gateway® platform and associated organisational processes. The certification boundary includes our dual-site private cloud infrastructure, internal development environments, support functions, governance processes, risk management, vulnerability management, incident response, supplier management and all staff, systems and facilities required to securely deliver the Gateway® service.; ; The certification does not cover systems or environments that fall outside Accenda’s direct management and operational control. This includes: customer-owned or customer-managed IT systems, end-user devices, local network infrastructure within GP practices, provider organisations or community settings, and any third-party platforms or hosting environments not operated by Accenda. External systems that integrate with Gateway® - such as GP clinical systems, NHS national services, customer email systems, or third-party imaging or document repositories are also outside the ISO 27001 certification boundary, as their security management is governed by their respective controllers.; ; Additionally, bespoke customer-hosted deployments, customer-managed integrations and any legacy systems not involved in the delivery of the Gateway® service are out of scope. All in-scope and out-of-scope elements are formally defined in Accenda’s ISO/IEC 27001:2022 Scope Statement and Statement of Applicability.
• 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: 901d4c06-acc8-4eed-86a1-60d6b79ab929
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 2f78c525-1d47-4ac1-b29f-c648080859ae
• Other security certifications: Yes
• Any other security certifications:
  • NHS Data Security & Protection Toolkit (DSPT)
  • NHS Digital Care Services Framework (DCSF) – Annual Assurance
  • DCB0129 / DCB0160 Clinical Safety Compliance
  • DCB1596 Secure Email Compliance

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

    • 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
    • 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

  • 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

  • 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
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • 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
    • 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
    • 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

  • 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
    • 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
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 frameworks@accenda.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.