ORCHA HEALTH LTD

CareQ: Pathway specific digital support packages for waiting list management

CareQ is a digital health solution for healthcare organisations, providing automated pathway-specific curated bundles of ORCHA-assessed digital tools. These are distributed direct to patients to support them whilst they are on a waiting list. The tools help patients’ to wait well, ensures optimal preparation, and extends recovery through follow-on care.

Features

• Automated, personalised patient engagement via trusted NHS messaging
• Curated bundles of ORCHA-assessed digital health tools
• Improves treatment readiness and reduces avoidable cancellations
• Enables prehabilitation to shorten length of stay
• Extends care through post-treatment digital follow-on support
• Reduces outpatient demand through safe digital referral diversion
• Rapid deployment with minimal clinical or administrative burden
• Supports NHS elective recovery, GIRFT, and productivity objectives

Benefits

• Improves access with right-first-time digital routing.
• Empowers patients to self manage whilst waiting
• Reaches priority cohorts; helps reduce health inequalities.
• Demonstrates ROI versus additional appointment capacity.
• Minimises workload via automation and reusable templates.
• Evidences impact with dashboards and monthly reports.
• Supports value-for-money cases through quantifiable operational savings
• Reduces digital governance, assurance, and procurement risk

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

Framework

G-Cloud 15

Service ID

585892208481578

Contact

Tim Andrews
07798931630
Hello@orchahealth.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Adult Social Care
  • Children's Social Care
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Chrome v51
  • Firefox v54
  • Microsoft Edge v14
  • Safari v10
  • Opera v38

User support

• Email or online ticketing support: Yes
• Support response times: Online support management solution for end users and an online/telephone support solution for ORCHA ProAccount users, client assessors and client administrators. Operates between 0800 and 1800 (UK) on business days. We will respond to: Priority 1 tickets - six hours of receipt by US; Priority 2 tickets - twelve hours of receipt by Us; and Priority 3 tickets - 24 hours of receipt by Us
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: We will endeavour to ensure that the platform will be provided with a 99.7% availability rate (excluding scheduled maintenance slots which will be restricted to off peak times between the hours of 1800 and 0800 UK time). We provide an online support management solution for end users. The support function operates between the hours of 0800 and 1800 UK time on Business Days. The support function will look after all user and system related queries and bugs. The relevant platform elements will be available during the Contract term. It will be decommissioned within 4 weeks of the end of the Contract unless a further Contract has been agreed within 30 days of the contract end date. We will save all platform data for a period of three (3) months from the end of the Contract. This can be provided to You in csv.format upon request
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide a comprehensive implementation support service, as set out in the service summary documentation
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We provide users with csv. extracts of their data for up to three months following the end of their contract term
• End-of-contract process: Customer data extract in csv. format
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The ORCHA platform is accessed via the browser and is designed to work across multiple screen types including mobile, tablet and desktop
• Service interface: No
• User support accessibility: EN 301 549
• API: Yes
• What users can and can't do using the API: Setting Up the Service; ; Account Creation and API Key: Users must register for an account to receive a unique API key. This key is essential for authenticating requests to access digital health apps.; ; Authentication: Users should include their API key in request headers to authenticate and gain read-only access to the API.; ; Making Changes Through the API; ; Read-Only Limitations: Currently, our API does not support making changes to data. It is strictly for viewing or retrieving information.; ; Limitations of the API; ; Access Restrictions: Our API provides read-only access, meaning it cannot be used for creating, deleting, or updating data.; ; Data Scope: The API is limited to retrieving information available from the connected digital health apps.; ; API Usage Limits: Users may also face limitations on the number of requests they can make within a certain time frame, commonly known as rate limiting
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The ORCHA platform is highly configurable with many elements that customers can tailor to their own requirements as detailed in the Service description document

Scaling

• Independence of resources: To ensure consistent service regardless of user demand, we employ several strategies on Microsoft Azure:; ; Auto-Scaling: Automatically adjusts resources to handle increased traffic, maintaining stable performance.; Load Balancing: Distributes user requests across servers to optimize response times.; Geo-Replication: Our services are replicated across multiple regions, enhancing reliability and reducing latency by routing users to the nearest data center.; These measures ensure that our services remain resilient and performant, providing a seamless and consistent user experience even during peak demand

Analytics

• Service usage metrics: Yes
• Metrics types: We provide a comprehensive set of Performance Dashboards and reporting as detailed in the services summary document.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• 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: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Via a csv. extract upon request; PowerBi Monthly Data Service
• 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)
  • Other
• Other protection within supplier network: Encryption: All sensitive data is encrypted at rest to ensure confidentiality.; Access Controls: Strict access controls are enforced, allowing only authorised personnel access based on the least privilege principle.; Network Segmentation: Critical data and systems are isolated using network segmentation.; Regular Audits: We conduct security audits and compliance reviews to identify and mitigate vulnerabilities.; Intrusion Detection Systems: Advanced systems monitor for suspicious activities.; Data Backup: Regular, encrypted backups and disaster recovery plans ensure data integrity and availability.; Employee Training: Staff undergo regular security training to maintain high awareness and competence.

Availability and resilience

• Guaranteed availability: We will endeavour to ensure that the Platform will be provided with a 99.7% availability rate (excluding scheduled maintenance slots which will be restricted to off peak times between the hours of 1800 and 0800 UK time).
• Approach to resilience: Available on request
• Outage reporting: To report service outages, our setup in Azure Monitor, along with integrations into Microsoft Teams and custom dashboards, ensures efficient and prompt notifications:; ; Azure Monitor Alerts: We use Azure Monitor to set up automated alerts for operational issues or outages, which are triggered based on specific metrics and conditions. This allows for immediate detection and notification of any service disruptions.; ; Teams Alerts: Alerts are also configured to automatically notify our teams through Microsoft Teams. This integration ensures that notifications are quickly communicated within our collaborative platforms, enabling our team to respond swiftly and effectively to incidents.; ; Dashboards: Custom dashboards within Azure provide real-time visual monitoring of our systems. These dashboards are essential for ongoing oversight and immediate recognition of potential issues or outages, helping our team to react promptly.; ; This combination of Azure Monitor alerts, Teams notifications, and detailed dashboards ensures that we can quickly detect, communicate, and address any service outages, maintaining optimal service levels and minimising any potential disruptions to our users.

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: All access is user-specific e.g. None-free to access.; Services are restricted to user accounts that require user names and passwords
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: 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: Our Information Security policies and processes are aligned to those outlined within the ISO 27001 standard
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We adopt a security by design methodology. All updates to core systems are rigorously tested through each stage of the testing cycle. This includes: - Unit Testing - Integration Testing - Regression Testing - User Acceptance Testing These elements are integral to the overall development process that follows an Agile methodology that is managed with a strict change control model underpinning it.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We undertake regular vulnerability and penetration testing. We regularly review our overall system security in preparation for these tests and we maintain a log of open source and third party software. We rely upon and monitor these elements for patches and updates on a regular basis
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We have an e-ticketing system and a prioritisation process within this that enables us to rapidly identify issues as they arise. We will respond to P1 incidents within 6 hours of notification and resolve these within 48 hours
• 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: Our incident management approach is via our e-ticketing system or telephony support model. Incidents can be raised directly by end user via these channels or via our dedicated Account and Delivery management function. We maintain regular updates regarding live incidents and our Account and Delivery management team maintain regular contact with impacted users and monitor these issues on a monthly basis as part of the general client reporting and review processes
• Post-quantum cryptography secure: No

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: 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: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Intertek
• ISO/IEC 27001 accreditation date: Wednesday 26 November 2025
• What the ISO/IEC 27001 doesn’t cover: All ORCHA Services are Covered.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Intertek
• ISO 9001 accreditation date: Wednesday 26 November 2025
• What the ISO 9001 doesn’t cover: All ORCHA Services are Covered.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 7FF9666D-18C5-4405-91DD-0646CCF50D2C
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: DATA SECURITY PROTECTION 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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • 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 to respond flexibly and adapt approaches to community engagement and initiatives

  • 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

    • 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

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