NEWCROSS HEALTHCARE SOLUTIONS LIMITED

HealthForce Connect

Specialist Contingent Workforce Management System simplifies complex flexible workforce and agency staffing supply chain management, in high-demand frontline healthcare environments. Leverage advanced data analytics and automated workflows to enforce Trust / ICB / Framework policies and NHSE Agency Rules to reduce cost, ensure compliance, safeguard continuity and improve quality.

Features

• Electronic timesheets
• Customisable agency supply chain cascades
• Embedded authorisation and approval processes
• Data-informed decision-making
• Blocking of agency 'ghost booking' and shift reassignment by agencies
• Embed fully customised rate cards and escalation policies
• Integrated compliance management functionality
• Remote access via mobile app.
• Auto-assign pre-approved, available workers who meet criteria
• Embedded policies such as rest-breaks and expenses

Benefits

• Implement the correct governance over agency spend
• Visibility and control of agency spend, to deliver cost savings
• Keep agency spend on framework
• Promote adherence to local rate cards
• Improve workforce stability, continuity and shift fill
• Ensure compliance standards, safeguarding quality of care
• Mandate a bank-first approach to temporary staffing
• Mitigate downstream payroll risk
• Save time and resource booking temporary workers
• Expanded reach into candidate networks and resource pools

£5,000 a licence a month

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

598608087549898

Contact

Alix Ripley
07341440027
tenders@newcrosshealthcare.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: HealthForce Connect does not have any constraints. Our updates typically do not require any downtime. It is a lightweight application that doesn't require any additional RAM or computing power.
• System requirements:
  • Requires an internet connection
  • Compatible with most common browsers including Chrome, Edge, etc.
  • Mobile browser compatible , including Chrome, Edge etc.
  • It's a lightweight application, no additional RAM required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within one business day for non-urgent tickets and within 4 hours for urgent ones.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Web chat is accessible via a chat widget on our main website which users click to initiate a conversation with support agent or automated system. The chat opens in a window and the user receives responses in real-time. Questions are triaged through automation and cascaded to the appropriate support agent. Basic questions can be answered or call-backs arranged where further technical support is required, or in any situation where the users issue cannot be resolved within the chat duration.
• Web chat accessibility testing: We have not yet done any web chat testing with assisted technology users as it has not yet been required for this Service. However, this is something we are keen to develop and would consider doing so should it be a requirement of a future call-off agreement, or at such time as we are made aware that this would ad-value to our users.
• Onsite support: Onsite support
• Support levels: We offer online support through published knowledge bases to help customers troubleshoot issues in the first instance, or they can contact our app support team (part of our central support function) via a dedicated email address, by telephone, or via web-chat. We provide a technical account manager and access cloud support engineers included within our pricing model (see our Pricing Document), to perform any necessary maintenance, issue resolution or change requests necessary to uphold the service and ensure a positive user experience. In the case of client-specific requests / requirements for bespoke configuration, third-party integrations, new functionality or service enhancements, additional to those outlined in the Call-Off Contract; we will quote using the day rates outlined in our SFIA rate card, providing an estimate as to the timeframe for completion.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We offer HealthForce Connect platform demos with our customer success team, these will be done on video calls with screen share. The platform itself has a new user online tutorial set of wayfinders that appears to the user upon first login. This walks the new user through all of the platforms functionality and how to get the best from it. For example, it will explain how to make your first booking, it describes the benefits and use of AutoAssign and also how to send direct invitations to preferred healthcare workers. It also educates the user on how to verify and cancel bookings, how to make multiple bookings in one user session, and other tips and trainings. Users can proceed through the online tutorial, or skip it. They can also return to it at any time via the in-app help centre that is accessible from every page in the platform and serves up contextualised FAQ and support content, depending on the area of the platform the user is interacting with.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users may request data extraction and secure account deletion by email. Data will be provided in compliance with all Call-Off Agreement Terms and Conditions and with all applicable Data Protection Legislation.
• End-of-contract process: We will support the offboarding process in collaboration with the client; liaising where appropriate with any appointed third parties as required by the client. Standard off-boarding is simple and straightforward and involves extracting data and providing it in an accessible format to the client, and securing closing all client user accounts within an agreed timeframe, in line with Call-Off contract terms and Data Protection Laws. We will support non-standard off-boarding at the client's request, for example to help facilitate transition to another service provider. In the event of a non-standard off-boarding requiring Newcross Healthcare Solutions to provide an uplift in resource greater than that which is provided during BAU, either by more than one whole time equivalent (WTE) provided for more than 5 days in the period prior to the contract termination date, or for more than two days at any time after the contract termination date; our SFIA rate card will apply on 6th and/or the 3rd WTE day respectively, unless stated otherwise in a mutually agreed off-boarding plan.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: N/A - HealthForce Connect is device responsive, there are no functionality or capability differences between mobile and desktop devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Healthcare Providers can access our HealthForce Connect platform (web application accessed via browser) to interact with the service.; ; HealthForce Connect provides a user-facing and user-friendly front end interface which NHS Trust users can access. Here they can make, manage and verify all aspects of temporary staffing bookings and associated functions.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None with users of assisted technology. ; ; Following the WCAG accessibility categorisation, HealthForce Connect meets AA to AAA standards under the Distinguishable category (colour contrast, text sizes, resizable and other UI elements) and the Operable category such as navigable with keyboards. We meet A to AA standards on the Understandable category, such as consistent navigation or language, and use of abbreviations. We are continuously improving the accessibility and usability of our products with our continuous improvement product roadmap.
• API: No
• Customisation available: Yes
• Description of customisation: The service is fully customisable to individual NHS Trust hierarchies and cost centers, workflows, approval processes, rate cards, policies, compliance requirements, agency supply chain configurations and associated shift cascades, reporting of management information and business intelligence.

Scaling

• Independence of resources: All our services are deployed on ondemand cluster (EKS in AWS) that can scale up (and down for cost and carbon saving) according to traffic, in real time.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage metrics are tailored to the requirements of the client.
• Reporting types:
  • 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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: We are certified to ISO 27001 which is verified by an external audit body annually. Data is encrypted at rest and in transit. Access to systems and data is restricted to those with a business justification. Vulnerability management program is in place to rectify vulnerabilities. Other controls aligned to ISO 27002 are in place to protect both systems and data managed by Newcross Healthcare Solutions.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can email our Application Support in the event they need data to be extracted and we will provide it in compliance with all contractual obligations and all applicable Data Protection laws.
• Data export formats: Other
• Other data export formats: We extract the data, and provide it in CSV format
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: No direct connection between networks. All traffic is encrypted between service user and the service through a browser.; All data is encrypted both at rest and in transit. Access to data is on a need to know and is limited based on role. All security events are logged.
• Data protection within supplier network: Other
• Other protection within supplier network: Newcross Healthcare Solutions is certified to ISO 27001 which is verified by an external audit body annually. Data is encrypted at rest and in transit. Access to systems and data is restricted to those with a business justification. Vulnerability management program is in place to rectify vulnerabilities. Other controls aligned to ISO 27002 are in place to protect both systems and data managed by Newcross.

Availability and resilience

• Guaranteed availability: 99% ie:; ; Daily: 14m 24s; Weekly: 1h 40m 48s; Monthly: 7h 14m 41s; Quarterly: 21h 44m 4.4s; Yearly: 3d 14h 56m 18s
• Approach to resilience: Cloud deployment, DB deployed and replicated in real-time in multiple AZ (availability zones). Application cluster can be spun up on demand within 30' in a different location (AZ).
• Outage reporting: 24/7 monitoring, Grafana dashboards/Prometheus, alerts through OpsGenie to multiple channels (phone, email, SMS).

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: Users authenticate through a centralised identity management system that manages user credentials. Upon entering their credentials, these are validated against a secure user store, and successful authentication results in the issuance of a security token. This token encapsulates user identity and claims, which are then used to authorise and secure interactions with our mobile applications via token-based authentication. This mechanism ensures robust security and compliance while facilitating a streamlined user experience. With 2FA enabled, user are prompted to provide a second form of identification, either a one-time code sent to their smartphone via SMS or generated by an authenticator app.
• Access restrictions in management interfaces and support channels: We operate under strict role-based Access Control (RBAC). By implementing RBAC, we ensure that users have access only to the resources and functionalities required for their specific roles. We define roles with appropriate permissions levels and assign users to these roles accordingly. This helps minimise the risk of unauthorised access to critical systems and data. This is coupled with comprehensive logging and monitoring of access to management interfaces and support channels, monitoring user activities, access attempts, and system events in real-time to detect suspicious behavior and unauthorised access attempts, which are regularly reviewed.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Description of management access authentication: In addition to MFA, we also have a Self-hosted Single Sign-On (SSO) system that is compatible with the OpenID protocol. With OpenID compatibility, users can use their existing OpenID credentials to authenticate and gain access to the management interfaces. ; The OAuth2 authorisation framework is used to generate access tokens that are then used to authenticate users when accessing management interfaces. Users authenticate through the SSO system, which then issues OAuth2 tokens that grant access to the management interfaces. This process enhances security by providing a standardised, token-based authentication mechanism that is integrated across our various applications and services.

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Cittation
• ISO/IEC 27001 accreditation date: 05/20/2023
• What the ISO/IEC 27001 doesn’t cover: Our ISO27001 certification covers our business and our comprehensive approach to information security management, ensuring that all aspects of our operations are aligned with internationally recognised standards. From data handling practices to access controls, from risk assessments to incident response protocols, our ISO27001 certification validates our commitment to safeguarding sensitive information and maintaining the integrity of our systems across the organisation.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• 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: Our Cyber Security Management Framework aligns to ISO 27001 and the NCSC's GDPR Security Outcomes which has been approved by the Board. Supporting policies and technical standards are in place to prescribe how our security objectives are to be met. Responsibility matrix is in place for the maintenance of the security controls within business units. An IT user policy is in place for all staff to sign up to. The effectiveness of our policy controls are measured through tests, assessments and audits and reported to the business.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The status, location and configuration of service components (both hardware and software) are tracked throughout their lifetime. We deploy a Continuous Integration / Continuous Deployment strategy for our products and services, with defined security gates in place to ensure the security of any promoted changes. Unauthorised changes are detected through our SIEM solution which where detected is treated as a security incident. Any changes made that that affect how our customers use our services will be communicated with the appropriate notice.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have deployed a number of vulnerability assessment tools across our environments, including devices, cloud environments and applications. The application of fixes will be determined by the severity of the vulnerability and the prevalence of exploitation in the wild. For example vulnerability that impacts Newcross Healthcare Solutions with a CVSS score of 10 and is actively being exploited in the wild we would look to address within 24 hours.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Security event logs are generated from all system components, these logs are sent to our SIEM solution which is managed by a UK based SOC team. We utilise a combination of FortSIEM, Microsoft Sentinel and FortiSOAR to identify potential compromises and respond to those events. Security events of interest are categorised by the SIEM and SOC team based on potentially severity, the timelines of response is based on the severity of the alert.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Playbooks are in place to describe response activities for common security incidents. Service users (customers) can contact application support team if they suspect an incident has occurred. Incident reports are provided to impacted customers through the customer relationship function.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  HealthForce Connect supports NHS Trusts in fighting climate change by prioritising local healthcare workers for temporary shifts, reducing dependency on out-of-area agency staff through its Auto-Assign functionality. By assigning nearby staff, it minimises travel, cutting carbon emissions and fostering community engagement. This system optimises staffing by automatically matching available workers with shifts based on postcode proximity, skillset, and compliance, streamlining operations and reducing costs. Consequently, Trusts can redirect resources towards sustainable initiatives, promoting a greener healthcare system. We aim to build upon this, enabling carbon impact to be monitored through integration of business intelligence dashboards linked to data points in the staff profiles and working patterns, calculating total miles driven, vehicle type and therefor carbon footprint; or whether they use public transport, car share, or whether they walk or cycle to work. Trusts will then be able to incentivise carbon reduction initiatives through HealthForce Connect, promoting wellness benefits as well as carbon reduction, and reporting on the impact. Because the HealthForce Connect is a cloud based software accessible on a mobile device, it also eliminates the need for dedicated temporary staffing teams to travel to a place of work. Statistical data from multiple credible sources are conflicting but it is plausible to assume the average CO2 emissions from UK cars is 278 grams per mile, for the purpose of illustration. A team of four might emit 2,890.4 kilograms (or 2.8904 metric tons) of CO2 annually if they're travelling 10 miles/day, 5 days/week, for a year, totaling 2,600 miles/year per person, multiplied by the number of individuals and the CO2 emission rate. For a workforce in the hundreds or even thousands of people, for example in the case of an NHS Trust's temporary healthcare workforce, the impact of carbon reduction initiatives implemented via HealthForce Connect could be hugely significant.

  Covid-19 recovery

  HealthForce Connect offers a cornerstone in the Covid-19 recovery strategy for NHS Trusts, bringing multifaceted support. Central to its role is the facilitation of staff mobilisation, pivotal for addressing elective care priorities and reducing out-of-area bed placements. By swiftly matching available healthcare workers with shifts, the platform empowers Trusts to tackle the backlog of elective procedures, crucial for restoring services severely impacted by the pandemic.; ; In recognising the toll of burnout on healthcare professionals, during and since the pandemic, HealthForce Connect takes a proactive stance by promoting workforce stability. This stability is instrumental in ensuring that substantive staff can take essential rest breaks and time off, mitigating the risk of exhaustion and enhancing overall staff well-being. By fostering a more balanced work environment, the platform contributes to sustaining a resilient and motivated healthcare workforce, essential for long-term recovery efforts.; ; Moreover, HealthForce Connect plays a pivotal role in easing pressure on hospital wards by maintaining safe staffing levels. Through its efficient allocation of staff resources, the platform helps prevent situations of understaffing, which can compromise patient care quality and staff morale. By ensuring adequate staffing, Trusts can navigate the ongoing challenges posed by new Covid-19 surges and seasonal pressures while also addressing the needs of non-Covid patients, thereby fostering a more sustainable and resilient healthcare system.; ; HealthForce Connect contributes to the broader goal of building a healthcare system that is adaptive, responsive, and capable of meeting the evolving needs of patients and staff alike.

  Tackling economic inequality

  HealthForce Connect offers NHS Trusts, Health Boards and ICBs a potent tool in addressing economic inequality within their workforces and local communities, leveraging various strategies to promote fairness and inclusivity. One pivotal aspect is its capability to track and address gender pay equality, ensuring that all healthcare professionals receive equitable compensation for their contributions. By providing transparent insights into pay disparities, the platform empowers organisations to implement targeted interventions and foster a more equitable work environment. ; Healthforce Connect enables the ability to identify and address potential biases in the candidate selection process, which may be perpetuating economic inequality.; ; Furthermore, HealthForce Connect can be used to actively tap into underrepresented and disadvantaged resource pools, including through strategic partnerships with third-party organisations. By expanding recruitment efforts beyond traditional channels, the platform creates opportunities for individuals from diverse backgrounds to access healthcare employment, thereby fostering greater inclusivity and diversity within the workforce.; ; Additionally, HealthForce Connect can be used to incentivise agency supply chains to prioritise economic equality by rewarding partners who demonstrate a commitment to fair employment practices and diversity initiatives. By aligning incentives with social responsibility goals, the platform encourages agencies to actively contribute to reducing inequality and promoting social mobility within the healthcare industry. ; ; Through these concerted efforts, HealthForce Connect not only addresses economic disparities but also fosters a more inclusive and equitable healthcare ecosystem. By tracking gender pay equality, tapping into underrepresented resource pools, and incentivizing agency supply chains, the platform drives positive change, ultimately contributing to a more just and sustainable healthcare workforce.

  Equal opportunity

  HealthForce Connect can be used to promote equal opportunities within the healthcare employment, encompassing all protected characteristics and marginalised groups. The platform actively supports diversity and inclusivity by providing opportunities for individuals from various backgrounds, including those with protected characteristics such as race, gender, age, disability, sexual orientation, religion, and pregnancy/maternity.; ; One of its key features is the ability to track Equality, Diversity, and Inclusion (EDI) data, allowing organisations to monitor and address disparities in workforce representation and treatment. By collecting and analyzing data on demographic characteristics and employment outcomes, HealthForce Connect enables organisations to identify areas for improvement and implement targeted interventions to promote equal opportunities for all.; ; We recognise the unique challenges faced by military personnel and their spouses in transitioning to civilian life. HealthFource Connect can be used to implement targeted recruitment initiatives and partnerships with veteran support organisations, with the platform creating pathways for military personnel and their families to access healthcare employment opportunities, as well as training and thereby supporting their successful transition and integration both into their new career, and into civilian society.; ; Furthermore, HealthForce Connect actively promotes equal access to education and training opportunities for educationally disadvantaged individuals, empowering them to acquire the skills and qualifications needed to pursue careers in healthcare. By partnering with educational institutions, and training providers such as our own free training platform, FuturU, HealthForce Connect ensures that individuals from all backgrounds have the support they need to succeed in the healthcare profession.; ; In summary, HealthForce Connect plays a pivotal role in advancing equal opportunities and fostering inclusivity within the healthcare sector. By tracking EDI data, supporting marginalised groups, facilitating offender rehabilitation, and promoting equal access to education and employment opportunities, the platform contributes to building a more diverse, equitable, and inclusive workforce.

  Wellbeing

  Our business is dedicated to enhancing the wellbeing of healthcare workers through a comprehensive approach, and we've invested heavily to achieve this objective. ; ; HealthForce Connect promotes work-life balance by facilitating flexible scheduling options, allowing staff to manage their time effectively and prioritise personal needs. This flexibility not only reduces burnout risk but also enhances job satisfaction and morale.; ; We recognise the importance of physical and mental wellbeing and offer a range of free resources and expert-led training programs to our HealthForce Connect customers. By supporting physical wellbeing, HealthForce Connect helps healthcare organisations to ensure their staff maintain their health and wellbeing, enabling them to perform at their best. This contributes to the creation of a resilient and empowered workforce, not only benefitting individual staff members but also enhancing the quality of patient care and organisational performance. ; ; Ultimately, we are committed to complimenting our HealthForce Connect service provision with free of charge access to a range of other Newcross Health Solutions services targeted at ensuring the wellbeing and sustainability of the healthcare workforce.

Pricing

• Price: £5,000 a licence a month
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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