Insight

Insight - Novari Patient Engage

The Novari Patient Engage platform enables clinical teams to deploy Digital Patient Pathways within 2-4 weeks to better inform and prepare patients for their admission or appointment and provide the support and information needed post treatment or procedure. Simultaneously reducing administrative burden on frontline staff and enhancing patient experience

Features

• Elective Surgery Optimisation patient pathways across 30+ clinical specialties
• Outpatient Waitlist Optimisation patient pathways
• Prehabilitation, Preanaesthetic and Pre-admission patient pathways
• Post-discharge surveillance and readmission prevention patient pathways
• Day procedure optimisation and short-stay models of care pathways
• Remote patient monitoring and virtual models of care pathways
• Digital Informed Consent, Digital Financial Consent & Digital Signatures
• Clinical research / clinical trial pathways including RCTs
• Live reporting of patient reported data including PREMs and PROMs
• 2-way integration with Patient Records via RESTful API and HL7

Benefits

• Reduce the administrative burden on clinical staff
• Ensure patients are better informed and prepared for their care
• Reduce the cost of delivering evidence-based models of care
• Agile onboarding pathways live within 4 weeks
• Changes to pathways within the platform without needing to change
• Data driven engagement
• 90% patient response rate

£22,320 a unit a year

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

Framework

G-Cloud 14

Service ID

599322301253590

Contact

Public Sector Tender Team
0344 846 3333
pstenderteam@insight.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: Novari solutions
• Cloud deployment model: Public cloud
• Service constraints: No. The service is accessible via modern browsers (e.g. IE11 or later) with no software to download.
• System requirements:
  • Not applicable. The service is accessible via modern browsers
  • (e.g. IE11 or later) with no software to download.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 1-2 hours during regular business hours, 9 to 5 (UK time), Monday to Friday.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Standard business hours support is provided as part of the SaaS Licencing model. Premium support services (24x7 support) can be provided and quoted upon request.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: "The Novari Patient Engage solution is supported by a clinical and technical support team who will guide your onboarding, training and configuration process to allow your team to deliver your existing clinical patient workflow via a Digital Patient Pathway within (typically) 4 weeks. The onboarding process involves 4 steps to convert an existing clinical workflow into a pathway : Setup the draft pathway, review and test the pathway with the team, Induction and training, Go-live. ; ; "
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats: Interactive Online tutorials
• End-of-contract data extraction: Bespoke reports are provided to allow customers to export all data on demand. Our customer success team works closely with users to ensure all data is extracted as required.
• End-of-contract process: N/A

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: "Novari Patient Engage is a responsive web-based application that works in all standard operating environments and is optimised for all device sizes including mobile phones, tablets, laptops and desktops. It only relies on access to a modern browser and internet connection. There are no additional hardware or software requirements and there is no need to download an app.; "
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: N/A
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: "Digital patient pathways act as a secure channel of communication with patients before, during and after their episode of care. The existing patient record remains the source of truth for all clinical data relating to an episode of care with any information captured from the patient via a pathway being uploaded into the existing patients’ record. Novari Patient Engage supports HL7 and Restful API integration interfaces and has live integrations with private and public health services PMS / EMRs. Novari Patient Engage Connect is hosted on cloud infrastructure and typically connected remotely to the ADT feeds via a VPN tunnel.; "
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Novari Patient Engage platform has been purpose-built from the ground up to deliver solutions that are highly configurable and easily tailored to the rapidly changing requirements of customers. Our Pathway Builder enables non-technical users to develop digital workflows via a simple drag-and-drop interface and to create/update assessments, questionnaires, health information and pathway alerts at any time without coding or scripting or relying on IT or vendor support.

Scaling

• Independence of resources: "The platform is served through load-balanced application servers, the number and size of application servers can be seamlessly scaled up or down (for both vertical or horizontal scaling) with zero down time allowing the infrastructure to scale as required. Novari Patient Engage has significant experience scaling up from proof of concept through to multi-site, multi-region deployments across both public and private health settings where demand has grown rapidly to meet the growing needs of clinical teams in the adoption of patient pathways. ; "

Analytics

• Service usage metrics: Yes
• Metrics types: "Customisable real-time reports can show any number of usage and performance metrics andany of the clinical and patient reported data to be displayed in simple, configurable dashboards.; Example reports include patient activity reports (e.g. number of registered patients, response rates), patient experience reports (e.g. filtered by date range) or biometric or qualitative clinical reports (by site, procedure, condition type, risk scores, number of clinical risks screened).; "
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Novari Health

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Bespoke reports are provided to allow customers to export all data on demand
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLSX, PDF, JSON, HL7
• Data import formats:
  • CSV
  • Other
• Other data import formats: XLSX

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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: "The Novari Patient Engage platform and associated integration interfaces are provided and monitored on a 24 / 7 basis. Personify Care will use reasonable endeavours to ensure the Platform is available 99.9% of the time. ; If the Platform is down for a period of 60 or more consecutive minutes following the Customer notifying Personify Care of the downtime, then Personify Care will credit the Customer 5% of the fees applicable to that part of the Platform which is down "
• Approach to resilience: Available on request
• Outage reporting: Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Role-based access control, Principle of least privilege
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Global Compliance Certification Pty Ltd
• ISO/IEC 27001 accreditation date: 12/12/2023
• What the ISO/IEC 27001 doesn’t cover: For Technical Control 8.30 Outsourced development was marked outside of scope for the Statement of Applicability as we do not outsource any development.
• 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: ISO/IEC 27001

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: "Personify Care has documented Configuration and Change Management policies and procedures for performing consistent production release activities including development, testing, release, and rollback procedures for both scheduled and unscheduled releases/patches. ; Segregated development/UAT/production environments are utilised.; All changes are thoroughly tested and peer reviewed and go through an approval process before release.; Production releases are performed via controlled CI/CD pipelines which includes automated SAST and DAST testing and scanning all code, containers, and packages for vulnerabilities. "
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: "All code,containers and packages are scanned for vulnerabilities; SAST and DAST tests performed ; Emergency patching can occur in as little as 2 hours"
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Audit events and alerts to support effective identification of suspicious activity. Any threat or compromise is immediately escalated and dealt with. We aim to respond within 2 hrs.
• Incident management type: Supplier-defined controls
• Incident management approach: Predefined processes exist which are tested/reviewed regularly. Users can report incidents via normal support channels

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

  Our service reduces a health organisation's use of paper and resources associated with moving paper around. As an organisation we also provide flexible working options which decrease resource usage associated with transportation and travel.

  Covid-19 recovery

  Our service provides health organisations with a digital interface to interact with patients and capture information and feedback without needing to engage with them face-to-face (pre and post admission/appointment/procedure). We also use the service to send out pre-appointment infection screenings to proactively screen patients that could be at risk or put others at risk with respect to COVID and other infectious conditions.

  Tackling economic inequality

  We help improve access to care for patients and families with travel limitations or the ability to receive communications related to their health in a timely manner.

  Equal opportunity

  From a product perspective, our service allows health organisations to stay connected with patients and provide equal access to care utilizing tools such as a voice navigated interface and (language) translated interfaces. As an organisation we support equal opportunity and diversity within our staff, partners and customers.

  Wellbeing

  We provide a health related SaaS service which by nature promotes wellbeing and improved access to care.

Pricing

• Price: £22,320 a unit a year
• Discount for educational organisations: No
• 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 pstenderteam@insight.com. Tell them what format you need. It will help if you say what assistive technology you use.