Optum Health Solutions (UK) Ltd

ScriptSwitch Prescribing

The ScriptSwitch Prescribing Clinical Decision Support System supports quality care and cost-effective prescribing by empowering Medicines Optimisation teams and prescribers. It displays a prescribing recommendation with quality, clinical and cost-saving opportunities, accepted with a single click; or a clinical safety alert with a call to action.

Features

• Prescribing recommendations offering quality, clinical and cost-saving opportunities
• Safety Alert messages to prevent Adverse Drug Reactions
• Centrally updated, pre-authored switch and safety message content
• Flexibility to author, localise and deploy content to prescriber group/groups
• ScriptSwitch Prescribing Analytics platform
• Optional and on-demand Profile Support Service to free-up your team
• Patient record integration - SNOMED, lab data, history, dm+d codes
• Alert fatigue reduction - single-click acceptance, simple user interface
• Dose optimisation - manage patient dose information
• Quantity limit - manage prescribing volume

Benefits

• Improve prescribing safety and quality through evidence-based recommendations
• Reduce prescribing spend through cost-effective prescription alternatives
• Drive adherence to local formulary
• View Return on Investment (ROI) at ICB and practice level
• Access the latest drug updates and clinical evidence
• Empower prescribers
• Prevent unplanned admissions
• Control to localise pre-authored, national recommendations with low workload
• Rapidly deploy recommendations to prescribers within 1 hour
• Create person-centred recommendations

£0.36 to £0.41 a licence a year

• 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 businessdevelopment@optum.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

605383096398100

Contact

Victoria Underhill
02071210560
businessdevelopment@optum.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Windows 10
  • .NET 4.8
  • Modern browser e.g. Microsoft Edge, Google Chrome

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our response times are based on priority of issue and response times are in our SLAs. Response time range from 1 hour up to 8 hours based on severity.
• 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: No
• Onsite support: Onsite support
• Support levels: The service desk is accessible via email or phone. Support levels are covered within the contract overall cost.; ; Our telephone system targets are to answer calls within 45 seconds and our email support is designed so customers receive an automated response to recognise that their mail has been received by the service, prior to the initial agent contact.; ; We offer support across all our products based on 4 priority levels.; ; P1. Response 1hr, resolution target 8hrs - for major disruption impacting many customers or more than one element of the service, or any clinical risk related issue.; P2. Response 2 hrs, resolution target 2 working days - for major disruption impacting one element of the service.; P3. Response 4 hrs, resolution target 5 days - for general support issues where impact is minimal. All service requests sit under this category.; P4. Response 8 hrs, resolution target agreed with customers for non urgent issues with little business impact.; ; Users are provided with a unique reference number and our objective is to resolve on first point of contact if possible. Our targets are to achieve 95% on response and 85% on resolution.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Optum offer a full onboarding service, which includes engagement and learning sessions for users to help with building the recommendation profile and the use of the desktop application. ; ; All learning documentation is hosted on the ScriptSwitch Prescribing portal and is supplemented by support from your assigned Pharmacist Account Manager with locally provided sessions. Learning materials include:; - eLearning; - User guides; - FAQ documents; - Online training sessions and recordings
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Videos
• End-of-contract data extraction: Users can extract any data generated by the application through the standard export/download options available within the application. At the end of the contract users will have a grace period to extract any data before their access is disabled.
• End-of-contract process: As part of the end of contract process we would provide access for a grace period to allow users to export any data they may want to have access to going forwards. Removal of software on the GP practice machines is not included as part of the off-loading process. Instructions are provided to users on uninstalling PC based elements.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: No
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Customers' medicines optimisation users can customise the recommendation profile that is delivered to their clinical users in the practices via our content management module.; ; They also have the ability to determine which features within the software are activated for the GP practices, ie. Patient integration, with holding and Safety Alerts, Safety interventions and targeted content.

Scaling

• Independence of resources: The services are designed with scalability as an architectural requirement. All services are monitored to ensure that response times etc. are kept within SLAs and are scaled up as and when required. Services throttling can also be used to limit the service throughput so that the resource consumption (memory, processor, disk, network, etc.) in the system is at an acceptable level.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide detailed usage metrics in ScriptSwitch Analytics. This includes cost savings, return on investment, engagement with the recommendation profile and frequency of message intervention.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users do not export data. The software creates its own transactional reporting data which is accessible in ScriptSwitch Analytics which can be viewed or downloaded.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • PDF
• Data import formats: Other
• Other data import formats: No data import options are available or required

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)

Availability and resilience

• Guaranteed availability: We guarantee at least 98% service availability
• Approach to resilience: We design our systems with high availability and resilience in mind. Our solutions are designed to meet the contractual service levels and availability required.
• Outage reporting: Service outages will be notified to all client project leads. Notification will be provided on the ScriptSwitch portal.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: 2FA is in place for all users.; ; No users use local accounts – an administrative level account is retained for desktop support and infrastructure use. No guest accounts are present. Other policies enforce difficult to guess passwords.; ; All default accounts are deleted, disabled, or renamed. In cases where the default accounts may not be deleted, disabled, or renamed; default passwords must be changed prior to being connected to a Optum owned network.; ; Strong passwords are enforced company wide. For access to production ie. customer based systems, the use of authenticator applications is required to gain access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Other
• Description of management access authentication: 3 factor password/PIN. Token/PIN/role.

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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI Assurance UK Limited
• ISO/IEC 27001 accreditation date: 28/10/2011
• What the ISO/IEC 27001 doesn’t cover: All controls are applicable within the Statement of Applicability
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: Yes
• Any other security certifications: DSP Toolkit

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, Cyber Essentials Plus, DSPT, Data Security Protection Toolkit. (Standards met)
• Information security policies and processes: Annual mandatory training required of staff with reports to their direct line managers, Staff are required to take the privacy, security and GDPR training each year. ; We follow numerous policies evidenced within our eGRC system and intrinsic to our re-certification of ISO 27001 and Cyber Essentials and Cyber Essentials Plus.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: ITIL Service Transition which includes configuration, service asset and change management process.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability managed by our infrastructure and Enterprise Information Security teams (EIS) Systems in place.; Vulnerability managed by UHG group EIS (Enterprise Vulnerability Risk). Patched as required and directed by EIS and UK patch processes in line with UK Government and Care Certificate requirements. Required as part of our CE accreditation.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Data Loss Prevention through Symantec End Point. Application log management and monitoring in place. Network monitoring and logging in place. Firewalls.; ; All Data Centre access is pre-arranged and logged via Sungard. The data centre perimeter is protected by IDS (Intrusion Detection Service). User access utilises RBAC and logged accordingly. Logging and monitoring exists, with alerting for unusual patterns of behaviour. End Point protection is also in place on all servers; together with Malware protection on the perimeter. We have the ability to create war rooms where necessary and bring in relevant staff as required.
• Incident management type: Supplier-defined controls
• Incident management approach: Optum comply with ISO/IEC 27001.; ; We have an ITIL Incident Management process which includes service reviews with Service Management.; ; We follow Optum's Globe Incident Management process controlled and managed from IT Service Management based in the UK. ; ; Users can report incidents to the customer services team by email or phone and will be assigned a unique ticket reference number

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

  Optum recognises the importance of the environment in the health of communities. Our commitment/action plan developed in accordance with requirements/timescales set out in the NHS Net-Zero Supplier Roadmap and endorsed by the Optum Board focuses on:; • Reaching operational net-zero emissions by 2035.; • Achieving 60% reduction in scope 1/scope 2 emissions by 2030.; • Investing in/sourcing 100% of our global electricity demand with renewable sources by 2030.; • Our path to net-zero operations.; • Optum completed the Evergreen Sustainable Supplier Assessment enabling us to engage the NHS on our sustainability journey, ensuring alignment with the NHS net-zero/sustainability ambitions.; ; We are committed to reducing our carbon emissions through the following:; • We support national/local Green Prescribing initiatives.; • Cloud First Principles.; • Promoting digital transformation/sustainable remote working by creating “green jobs”.; • Compliance with NHS Technology Code of Practice.; • Reduce, re-use, recycle in our workplace.; • Providing data visualisation tools and on-demand analytics system,reducing printing.; • Meetings are conducted virtually through Microsoft Teams whenever appropriate, and collaboration can be supported by a range of digital tools to enable effective virtual working. ; ; ScriptSwitch®, specifically:; • Hosting on UK-based Microsoft Azure platform which is 72-98% more carbon efficient than traditional datacentres, leveraging their commitment to be carbon negative by 2030.; • Aligning with clinical system suppliers’ delivery methodology for desktop applications and move to cloud when technically possible. ; • Using interoperability to support green patient initiatives. ; • Removing unnecessary travel;System access available from any UK location, reducing the need for users to access physical locations, remote training, and deployment of practice desktop application, where appropriate liaising with customers remotely.; • Supporting ICB Green Prescribing;collaborating with ICB inhaler groups where they exist on reducing high carbon inhaler prescribing–a 120-dose Symbicort metered-dose-inhaler generates about 35kg CO2, similar to a 115-mile petrol car journey.

  Covid-19 recovery

  Optum offers a range of Medicine related products/services, including ScriptSwitch prescribing to support ICB teams/prescribers with targeting, managing and measuring patients with COVID related needs.; ; During Covid we supported NHS England with rolling out vaccination programmes for our NHS customers by providing voluntary support from our clinical team and project managers. ; ; We adapted the National Population Health Management Development Programme from face-to-face delivery to an entirely virtually delivered programme, allowing it to be used as a key enabler of recovery, identifying at-risk cohorts and addressing waiting list backlog as examples. This enabled health and care professionals from across Systems to participate, creating an action led thinking environment for teams to focus on proactive care delivery models. Participants reflected on the positive impact of being supported to think about Health and Care provision beyond Covid. ; ; We are driven by our mission of “Helping make the health and care system better for everyone.” In the UK, this has largely manifested by helping ICSs to use a PHM approach to identify, focus on and address unwarranted variation in outcomes for their populations through collaboration, integration and transformation to achieve sustainable care delivery, and supporting a stronger workforce. Our services allow us to address health and care system’s greatest challenges: Elective Recovery, Tackling Health Inequalities, evaluating impact on wider determinants, and using Whole System Projections to ensure sustainable systems. ; ; COVID-19 highlighted the growing disparity in health outcomes between population groups/communities across England, magnifying the impact of deprivation and isolation on people’s health and wellbeing. We are committed to working in partnership with ICSs and through advanced analytics, supporting teams to develop interventions that address the emerging inequalities across their populations. ; ; Internally we encourage workplace conditions that better support the Covid-19 recovery effort.

  Tackling economic inequality

  At Optum, our Social Responsibility mission is “Helping Build Healthier Communities”. We combine our knowledge, experience and passion to improve health of our local communities through our people and partners. Optum firmly believe economic inequalities lead to health inequalities. Technology skills are increasingly important to enable people to make best use of new digital services and take control of their healthcare.; Optum hosts both regional and home-based roles ensuring that we create nationwide job opportunities.; ; All Optum employees are encouraged to take part in volunteering activities and are supported to volunteer during working hours. Logged hours are matched with donations to charity, creating a culture of volunteering as well as enabling us to measure the hours spent supporting important / causes. Optum seeks opportunities to create formal social value programmes with customers that ‘live’ within contracts, building programmes to support agreed local initiatives and offer services such as coaching, mentoring and skill development. ; ; Alongside local community skills development, Optum continue to address economic inequalities:; 1) Optum’s UK leadership team promote DEI agenda - our teams come from diverse backgrounds, spread across UK, with high percentage in flexible, work from home roles. ; 2) Reducing Gender Pay Gap – promoting flexible working policies, ensuring women represented in senior teams.; 3) Continued development investment in employees’ skills.; 4) Regularly encouraging employee volunteering in communities we contract/live. Current UK initiatives:; • 10 Volunteers (2023/4) support TutorMate, ChapterOne’s programme, aiming to boost reading skills in young readers. ; • Founding partner of Paddington Life Sciences partnership with shared commitment to generating healthcare innovation, health, economic and social value. ; Supported by evidenced national content,ScriptSwitch enables effective management and creation of local profiles that support prescribers and communities in tackling economic inequality, combined with flexible reporting/analytics to help alignment with National/Regional Medicines Optimisation initiatives (De-prescribing, Polypharmacy,National 16,Green prescribing).

  Equal opportunity

  Embracing a range of people and perspectives magnifies our individual and collective contributions ; ; We are committed to providing equal opportunities and avoiding unlawful discrimination in employment and against customers. We make reasonable adjustments to overcome barriers to using services. All companies who provide a service to Optum are obliged to address barriers that may impede people with impairments from accessing a service.; ; We are compliant with UK government requirements and report on Gender Pay Gap (GPG). We continue to focus on our talent strategies to provide opportunities for all, ensuring practices support inclusion and diversity.; ; Internal compliance and ethics policies prohibit discrimination against protected characteristics regarding our employees, customers, business partners, supply chain, vendors, stakeholders. ; 1. Our 2024 People strategy/roadmap includes key focus areas:; a. Current state diagnosis regarding career development, mobility, inclusion, diversity, equity, psychological safety/trust.; b. Pay programme/policies analysis, including reward drivers from a gender/salary grade perspective, pay/rewards at hire, promotion.; c. Development of internal labour market maps/projections for UK populations highlighting areas/actions are needed to reduce GPG/increase gender diversity. ; ; 2. Our Ireland Health Care Sponsorship Programme was shortlisted for Social Mobility Initiative of the Year category and our Optum Women’s ReBoot Internship Programme was shortlisted for Diversity in Tech Initiative of the Year in the European Diversity Awards, awards we have sponsored in 2023 and 2024. ; ; 3. We have established a local, internal coaching network to support development of our staff especially female leaders in non-executive roles. ; ; 4. 50%+ of leadership succession plans have at least one female successor identified. We have new/stronger external partnerships focused on core diverse talent pipelines/networks:; a. Partnership with a UK-based external search partner to develop diverse talent pipelines for executive/STEM leadership roles.; b. Partnerships with SheCanCode, Women of Silicon Roundabout, and STEM Women – supporting events/deeper engagement/mentoring/coaching with these networks.

  Wellbeing

  Our employees have access to a wide range of wellbeing and employee assistance programmes. This includes a series of wellbeing activities, seminars and events available for all our team members, with recent topics covering eating disorder awareness, a gym/fitness series, menopause seminar, relationships and connections activities. Furthermore, our staff benefits include Gym membership discounts and medical insurance.; ; To help us fulfil our social value obligations, the Employee Community Council (ECC) - our structured group of Optum employee-volunteers – supports Optum’s mechanisms and processes by facilitating a range of activities and events every year that align with our social values. ; ; We also encourage our team members to be involved in volunteering activities as this is shown to improve personal wellbeing and is supported by the business and we hold wellbeing ‘lunch and learns’ where all employees can join virtually, as well as send out weekly newsletters from the ECC. ; ; Our company supports all employees who take part in fundraising events or volunteering, both for nationally recognised charities but also for more local volunteering in their local community. This is supported by means of a 100% company “match” on any charitable donations. For volunteers, the ability to track hours and earn a donation towards the individuals preferred charity is available, with donations available from the first hour of volunteering.; ; These initiatives promote community work and charitable giving; enabling employees to positively impact communities they care about; these opportunities are available to all employees delivering any contract through this framework.

Pricing

• Price: £0.36 to £0.41 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Free trial option is run in partnership with Optum and the contracting authority and is based on a mutually agreed scope, population and duration.

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