DrDoctor (ICNH Ltd)

DrDoctor Patient Engagement Platform

DrDoctor is the UK's leading patient engagement platform. We eliminate the friction of day-to-day care delivery and siloed operational workflows, enabling providers to create and scale hybrid, data-driven patient pathways across IT platforms, services and care settings, ensuring the right patient is in the right place at the right time.

Features

• Complete Patient Engagement Portal with NHS App Integration
• Scalable communication with Digital Letters, two-way messaging and video consultations.
• Patient-led booking, with cancellation & rescheduling requests and slot refilling.
• Automated and customisable booking confirmations, notifications and appointment reminders.
• AI solutions: Predict Attendance, Smart Overbooking and Linked Appointment identification.
• Send patients online forms. Manage PIFU and PROMs requests.
• Comprehensive dashboards, metrics, analytics and reporting tools. Full audit history.
• Customisable workflows, with automated triggers, timings and branching logic.
• Care Records: Care plans, symptom trackers, resource libraries and circle-of-care.
• Transformation Team: Tailored onboarding, bespoke delivery and faster rollout.

Benefits

• Fill last-minute appointments slots and reach patients quickly.
• Increase response rates and boost team productivity by 80%.
• Reduce carbon emissions. Reduce paper costs by up to 70%.
• Triage waitlists up to 70% faster. Reduce DNAs by 30%.
• Increase capacity and reduce waitlists by reducing unnecessary follow-up appointments.
• Streamline and automate admin processes to better manage patient pathways.
• Deliver remote care, increase patient throughput and clinic utilisation.
• Increase efficiencies by automating high-value low complexity tasks.
• Enable remote monitoring, stratify patients and increase clinical productivity.
• Co-ordinate care and empower service users to Wait Well.

£1 a unit

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

Framework

G-Cloud 14

Service ID

606705557370842

Contact

Commercial Team
+44 0330 321 1206
sales@drdoctor.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: None
• System requirements: Requires a modern, web-standards compliant browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: DrDoctor has a support desk that operates 5 days a week between 09:00-17:00 (excluding bank holidays). DrDoctor clients are also supported by a dedicated Account Manager, Integration and Delivery Manager (during implementation), and ongoing usage and scaling support (post-implementation).
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: DrDoctor commits to ensuring all elements are in place to provide consistent service support and delivery to our clients. All client support includes a Transformation Manager and all technical support required. ; More detail on support can be found in our SLA document. ; Our SLAs are available to all clients and enhanced SLAs may be considered upon request, for an additional cost.; The severity if any reported issues will be assigned by DrDoctor upon triage, taking into consideration the information provided by Customer and the application of the description. DrDoctor will respond and resolve incidents within a fault resolution process. The time periods that apply are dependent on the severity of the incident and Support level agreed.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide onsite and online training as well as recordings and user documentation. A typical project implementation contains six key phases using an Agile delivery mechanism, wrapped in a PRINCE2 governance framework. Having a strong governance structure and dedicated resource assigned to every project are key components of a quick and successful implementation. Key milestones include project set up, operational set up, end-to-end testing, pilot, and transition to BAU with a focus on scaling and delivering impactful change. We believe in working in partnership with our clients to deliver meaningful transformation projects across the health service
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Organisations can extract all data by exporting to CSV. Access to data contained in DrDoctor is available via a set of APIs.
• End-of-contract process: At the end of the contract, the service is ended (no further messages can be sent) and all user accounts are disabled after 30 days. Organisations should ensure they have downloaded any data they require within this time period.; ; An invoice/credit note is issued within 30 days to cover any under/over usage following the end of the contract.; ; Subsequent access or user support is charged at £500/day.

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 platform has been created to be digitally optimised for the device on which it appears, meaning screens are resized according to the device and page in use. The DrDoctor solution has no particular operating system requirements, all that is required is that the operating system can support a modern internet browser. Patients can also access DrDoctor via the NHS App.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The staff and patient user interface is designed to be simple and user-friendly. All that is required is that the operating system can support a modern internet browser. Patients are not required to create an account for the DrDoctor Portal, patients can access immediately by providing their demographic information or access DrDoctor via the NHS App. Further, those without smartphone or internet access can still interact with their care by SMS workflows e.g. reply back CHANGE, or CANCEL to amend an appointment. Staff can access the portal via login using their Trust SSO or DrDoctor user account.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: The DrDoctor portal has been designed, in line with NHS guidelines, to be accessible by design, allowing for patients to use their own personal accessibility tools on their devices. Other existing capabilities include but are not limited to: ; ; High resolution Zoom ; ; Portal navigation using a keyboard ; ; Portal navigation using speech recognition software ; ; Listen to the Patient Portal using a screen reader (e.g., JAWS, NVDA and VoiceOver) ; ; Additionally, DrDoctor are currently testing an Accessibility Toolbar allowing the patient to change aspects such as background and text colour, screen mask text and adjust font size, allowing those with visual impairments to be able to use DrDoctor seamlessly. ; ; The Accessibility Toolbar also gives access to translation options in over 100 languages (incl. non-Latin alphabets) and read-aloud in over 60 languages. Further we are currently building a verified translated DrDoctor portal starting with Welsh language.
• API: Yes
• What users can and can't do using the API: APIs are available for self integration between DrDoctor and third party systems, local applications (e.g. clinical portals). Examples include: ; Our Video API can be mapped into an electronic patient records (EPR) for a seamless interface. Clinical teams can see when a patient is waiting in a call, message the patient and join virtual appointments directly from their EPR. ; Our Digital Assessment FHIR API allows patient responses and scoring to populate directly into the EPR or eDMS as structured data or PDF. ; Our Digital Letters API can integrate with any hybrid mail provider and surface letters in the DrDoctor portal. Our read receipt API identifies if a patient has not viewed their letter within a timeframe and automatically dispatches a postal copy.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: DrDoctor is built on the concept of user control and configurability. ; The Staff Portal allows the local teams to customise many aspects of each solution. E.g.: ; • User profiles, access, and preferences.; • Rules for their clinics (in bulk or individually) e.g. turn off the ability to reschedule, turn on confirmation notifications, timing of reminders ; • Customise content of appointment communications including notifications and reminders and pre appointment information.; • Customise cancellation reasons and cancellation workflows.; • Automate sending digital assessments e.g. before/after certain appointments; • Customise waitlist validation intervals and frequency. ; • Configure digital patient initiated follow up pathways and customise onboarding, offboarding and reminder messages. - Customise Workflows and combine DrDoctor capabilities for efficient work streams; These changes can be instantly actioned by users (with permission) at any time without any involvement required by DrDoctor staff.

Scaling

• Independence of resources: DrDoctor is entirely cloud-hosted in Microsoft Azure UK data centres. Microsoft Azure’s cloud infrastructure can automatically scale to meet demand and has multiple connections to the internet backbone providing flexible performance and resiliency. ; DrDoctor utilises service monitoring systems which capture page performance, availability and apdex scores, notifying the technical team of any highlighted issues and the system is adapted as needed. ; Previous technical due diligence concluded that the infrastructure is capable of meeting expected growth goals and unexpected increases in demand for both the patient portal and staff portal.

Analytics

• Service usage metrics: Yes
• Metrics types: DrDoctor provides service metrics including:; •DrDoctor Insight Hub includes real-time dashboards showing analysis of appointments, DNAs, cancellations and individual solutions, such as Digital Letter analysis showing read rates. Analysis can be filtered by speciality, date and patient demographic. Dashboards include graphical charting of the data over time and are available 24/7 with the ability to export.; •A DrDoctor Regional Transformation Lead can assist with custom reports on request.; •DrDoctor’s Datashare module connects the Organisation’s public cloud platform with DrDoctor’s, enabling unrestricted back-end access at scale of all de-anonymised patient data, allowing users to build their own dashboard
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

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: Managed by a third party
• 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 CSA CCM v3.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: ISO 27001 certified
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: DrDoctor’s Dashboards are accessible 24/7 giving users access to data from each solution, i.e. digital letters dashboard showing graphs of sent letters, number of letters read, patient print preference. Graphs/data sets can be adjusted/filtered by specific date, clinic codes/specialty. Data from dashboards can be exported anytime. Our Data Share option allows bulk exporting of SQL data on appointments, using Azure data features to copy across provider data enabling incorporation into existing Data Warehouse/BI solutions. Assessment writeback interface allows us to sendback structured data via HL7. Clients can access assessments data using DrDoctor's FHIR server and extract data (exporting to CSV).
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• 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)

Availability and resilience

• Guaranteed availability: DrDoctor is accessible 24/7 and achieves a 99.9% uptime of:; • The DrDoctor management portal.; • The patient facing websites. ; • Our SMS, email and video services.; • Any other APIs or data endpoints.; Response time is 0.5 hours for all priority levels. DrDoctor have the following SLA's and an escalation process for dealing with these issues effectively: ; • Service Level 1 (access to the Services is unobtainable or severely limited): Restoration time = 8 hours ; • Service Level 2 (the services are malfunctioning but are still accessible and a workaround is not available): Restoration time = 24 hours; • Service Level 3 (there is disruption to the operation of the Services for which a workaround is available so that the Customer is able to fulfil its obligations to stakeholders): Restoration time = 168 hours ; • Service Level 4 (Intermittent and minor operational inconveniences which do not affect the Customer’s ability to fulfil its obligations to stakeholders): Restoration time = 960 hours; • Service Level 5 - Prioritised accordingly.; We have an automatic alerting system monitoring performance and a dedicated support team that actively monitor our platform. A choice for advanced SLAs, including service credits, is available.
• Approach to resilience: DrDoctor operates exclusively on Microsoft Azure, leveraging its resilient cloud infrastructure distributed across multiple data centers meeting industry standards like ISO/IEC 27001:2013 and NIST SP 800-53, as well as compliance with HIPAA, FedRAMP, SOC 1, and SOC 2. Transaction log backups occur every 15 minutes for DrDoctor databases and every 5-10 minutes for Azure PaaS SQLs. Data in Azure Storage is encrypted using 256-bit AES encryption and is FIPS 140-2 compliant. Regular spot checks, penetration testing, disaster recovery plans, and business continuity plans ensure data confidentiality and protection. Continuous monitoring ensures system availability and performance. User logins and system interactions are audited, and strict information governance policies are in place, validated by a DSPT assessment.; ; We also provide certain services using a microservice application, each module runs in separate services within a Kubernetes cluster, with a minimum of 1 and a maximum of 2 replicas per module. Kubernetes ensures continuous service provision by monitoring each service, providing high availability. With three attached hosts/nodes, Kubernetes automatically redistributes modules if a node fails. It is configured for horizontal scaling, automatically increasing capacity by 3-4x without service interruption.
• Outage reporting: DrDoctor has a real-time error reporting system which notifies engineering teams immediately if service degradation occurs, both inside and outside of core support hours. Outside of core hours, a designated member of the engineering support team will still be alerted of the issue and will begin working on resolving it immediately.; DrDoctor has a live, 24/7 dashboard showcasing disruption or service degradation over the last seven days, including uptime percentage and downtime in minutes. It covers a variety of areas within DrDoctor such as the website and gateway endpoint. Each area can be drilled down further to show graphs on uptime and response time. This is accessible via the internet for the public to view and monitored by an external third party.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Partial obfuscation, scale and only presenting information where necessary to users with elevated permissions. All access activities are auditable. Role-based access allows traceability and permission levels to be set for the users across the DrDoctor platform. System Administrators have the permissions to manage the access and addition of unlimited numbers of other staff users. During implementation, DrDoctor carries out role-based user training for each client and advanced superuser training for key individuals supporting the scaling processes.
• 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 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 21/06/2024
• What the ISO/IEC 27001 doesn’t cover: Care Hub
• 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:
  • Data Protection and Security Toolkit (DPST) Standards Exceeded
  • Digital Technology Assessment Criteria (DTAC) Pass
  • Cyber Essentials Plus

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Compliant with:; •NHS Data Security and Protection Toolkit – Exceeded Standards (Org code 8HY91); •DTAC; •GDPR/UK Data Protection Act, ICO number (Z3313550). ; •Compliant with NHS Standard DCB0129; •Dedicated IG Lead/Data Protection Officer; •ISO 27001
• Information security policies and processes: DrDoctor is compliant with the ISO27001 standard and has multiple information security policies and processes. We also have a legal and risk register to ensure the company is consistently aware of threats and risks that could impede the business. The Information Governance and Security Policy outlines many processes. We have an information governance team that reviews these policies at least annually and we perform internal audits provided by an external source. Data quality and accuracy is the responsibility of all employees, and every effort must be made to ensure the integrity of data whether it be collection of or inputting data. DrDoctor follow an incident management process that all employees are aware of and is covered in regular and onboarding training. DrDoctor are compliant with: ; • NHS Data Security and Protection Toolkit – Standards Exceeded (Org code 8HY91) ; • GDPR/UK Data Protection Act, ICO registration number (Z3313550). • NHS Standard DCB0129 ; • Access to Health Records Act 1990; ; • Human Rights Act 1998; ; • The Health Service (Control of Patient Information) Regulations 2002 ; • NHS Records Management Code of Practice 2023 ; • Data Protection legislation (Data Protection Act 2018/ UK GDPR) ; • Common Law Duty of Confidentiality

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: DrDoctor engineers complete an Architectural Decision Records for significant architectural and infrastructure changes. Those changes are implemented using Infrastructure As Code (IaC) tools, which are stored centrally in our version control system (VCS). The VCS ensures changes are peer-reviewed, versioned and traceable.; Infrastructure is continuously monitored using Azure Security Centre against the Azure Security Benchmark, a set of prescriptive best practices and recommendations that ensures infrastructure security.; ; Other configuration/change management processes around potential security impacts include:; - risk assessments, the impact and benefit to wider systems and clinical safety reviews; -potential security impact assessments are considered throughout their lifetime
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: DrDoctor uses automated scanning to identify security vulnerabilities, allowing for notifications when vulnerabilities are identified:; • Synk; • Rennovate; • Pen Tests; • Static code analysis tools; • Azure tools; DrDoctor uses Common Vulnerability Scoring System to prioritise vulnerabilities and the different severities have the following timelines to fix:; • Critical (CVSS score >9.0) – 2 business days; • High (CVSS score 7.0-8.9) - < 4 weeks; • Medium (CVSS score 4.0-6.9) - < 6 weeks; • Low (CVSS score 0.1-3.19) – No timeline; For beta products these will be brought under the same level of commitment/processes in time.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: DrDoctor makes use of built-in Azure monitoring capabilities as well as Datadog and Splunk to identify potential compromises. Microsoft has a global, 24/7 incident response service that works to mitigate the effects of attacks and malicious activity. The incident response team follows established procedures for incident management, communication, and recovery, and uses discoverable and predictable interfaces with internal and external partners alike. The time that incidents are responded to is based on severity levels.
• Incident management type: Supplier-defined controls
• Incident management approach: DrDoctor’s Incident Management Policy clearly outlines processes for incident management. DrDoctor has logging, monitoring and alerting in place and our on-call engineering team are notified of any downtime as soon as it occurs so that the incident response team can be mobilised. Uptime status and incident reports can be viewed in a public dashboard at status.drdoctor.co.uk. Users can report an incident via the DrDoctor Support Desk via phone, live chat or email. Our SLAs are available on the DrDoctor website, outlining response times for incidents. Organisations will be notified in advance of any planned maintenance to prevent downtime.

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: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  At DrDoctor we recognise the detrimental impact that carbon emissions have on the planet and are striving to reduce our clients and committed to achieving net-zero emissions by 2035.; ; Climate change with Health Care Providers:; -Our delivery team work closely with our clients to evaluate/provide evidence of reduced emissions throughout the lifetime of a contract. -After identifying emission reduction sources, i.e., travel to hospital, use of letters, our team will use the best evidence available, combined with product and demographic data to evaluate emissions and track reduction through regular reporting.; -To ensure successful delivery and performance monitoring against environmental KPIs, we: ; • Establish a governance structure to regularly review progress.; • Monthly analyses/reporting, sharing successes, best practice, and areas for improvement.; • Lead quarterly Strategy Workshops to ensure aligned strategy and environmental objectives for the upcoming quarter.; ; Climate change within DrDoctor:; -Our carbon reduction plan sets out full details (https://www.drdoctor.co.uk/hubfs/Carbon-Reduction-Plan.pdf). ; ; Previous initiatives to reduce emissions have included:; • Our office runs on 100% renewable energy from UK wind farms and hydro power stations, holding a BREEAM ‘very good’ rating. ; • Promote energy-saving habits, from optimising monitor brightness to encouraging laptop shutdowns during breaks and activating power-saving on all staff computers. ; • Paperless - all brochures and specification documents shared digitally.; • Cycle to work commute scheme.; • Specifically chose ethical venture capital funds to support us through our growth over 11 years and as such, we report our impact and CO2 progress at all board meetings. ; • Switching to EPEAT gold-registered hardware (gold-rated by EcoVadis), with a focus on achieving 100% recyclable packaging and devices by 2030.

  Covid-19 recovery

  DrDoctor plays a key role in COVID-19 elective recovery by improving clinic utilisation through reducing DNAs and unnecessary appointments, filling last minute slots, and validating waitlists.; ; Patient-initiated Follow-Up (PIFU):; -Patients may request an appointment at the point of need, avoiding unnecessary or more urgent hospital visits. DrDoctor is leading the UK in digital PIFU with over 25,000 live PIFU pathways. For example, over a 12-month period DrDoctor has saved 8 Trusts £1,812,000 and over 7,550 hours in avoided follow-up appointments. ; -On average DrDoctor has seen that 70-75% of patients do not request an appointment within their PIFU eligibility period. Onboarding and offboarding patients are automated through patient list integrations with the PAS/EPR. ; ; DNA Prediction AI Tool; -Identifies which patients are most likely to DNA their appointment. --This helps hyper target admin resources to improve attendance rates by 30-50%, providing guidance for overbooking to maximise clinic attendance. ; ; Patient Portal and Appointment Information ; -Allows patients to access/manage their healthcare digitally.; -Patients easily access the portal through a weblink sent to them via SMS or Email. Patients are automatically opted in to DrDoctor without the need to be invited, download an app or to register for an account. Due to the low barriers to entry to log in to DrDoctor, we see engagement rates of 70%+.; ; Waitlist Validation; -DrDoctor provides communication tools to engage with patients at any time. Broadcast Message allows Trusts to send a specific SMS to up to 10,000 patients at a time. Messages can be sent instantly 24/7 and are entirely customisable. ; -Quick Question is a configurable data capture tool, where any question with a yes/no/unsure response can be put together and sent to patients. This has been used for many use cases including asking patients their willingness to travel for care (to balance waitlists between sites).

  Tackling economic inequality

  DrDoctor is purpose led and 75% of our investors are impact or ethical investors, with specific impact measures as part of their portfolio, which are incorporated in our legal articles. We’re working toward becoming a B-Corp to cement our social value commitments in a regulated framework.; ; We are actively engaged with the NHSE Health Inequalities and Accessibility team. ; -Our tools are accessible through SMS, email, NHS App and web and available to anyone with basic SMS, not only smartphone users. We adopt Accessibility by Design and consistently meet accessibility standards such as WCAG 2.1 AA. ; -Where SMS isn’t accessible, we’ve built workflows to allow alternative ways of engaging with our products. DrDoctor are committed to hybrid healthcare to ensure seamless access to every patient. For example, 70% prefer digital letters and those who don’t engage receive paper copies automatically.; -DrDoctor are currently testing an Accessibility Toolbar, allowing patients to change aspects such as background and text colour, screen masks and font size, allowing those with visual/audio impairments to adjust the portal to suit their needs. It also provides translation in over 100 languages and read-aloud in over 60 languages. ; -DrDoctor saves over 60% of administrative routine tasks such as rescheduling a digitally enabled patient. By channel shifting digitally engaged patients online it frees up phone lines to be spent with those who need the support. ; -DNA prediction highlights those most likely to DNA are also more likely to have lower deprivation status and can be supported in a tailored way based on their needs.

  Equal opportunity

  DrDoctor adheres to a collection of Equality, Diversity, and Inclusion policies (EDI), which have become an embedded guideline for multiple company processes (e.g. recruitment) to eradicate discriminative practices and create a safe working environment. For example, we strictly follow a comprehensive equal opportunity policy to protect each of our employees right to work without discrimination. ; ; The following processes have also been implemented: ; ·We conduct unconscious bias training to individuals participating in our recruitment processes. This safeguards the integrity of our hiring decisions, promoting fairness and equity. ; ·In response to wider issues such as the gender pay gap, we have introduced internal salary benchmarks to ensure that all employees are paid fairly, and their salaries reflect job performance and skill. ; ·Throughout the year, we orchestrate a range of events that embrace various celebrations, beliefs, cultures, and special occasions. This fosters an environment of inclusivity where employees feel valued and acknowledged. Recently, we have also developed a Women’s Leadership Programme. We host workshops online and in person for our women in senior management & leadership roles, discuss and celebrate their achievements, not only in DrDoctor but also the technology industry. ; ·Our financial department publishes the gender pay gap annually to our investors to ensure full visibility. This is also available to employees upon request. ; ·Our EDI forums provide a secure space for open discussions, encouraging dialogue on various diversity topics to promote understanding and facilitates positive change. ; ·EDI considerations are seamlessly woven into our project templates, ensuring that every endeavour respects protected characteristics. ; ·Our cultural code handbook includes a dedicated EDI section as a guiding resource accessible to all employees.

  Wellbeing

  DrDoctor is committed to creating a safe working environment that supports the mental health and wellbeing of all employees: ; -We are a very flexible, remote-first workplace where staff chosen how, when and how they work best and have an equipment offering to support this; - ‘Open Up’: employees can book free therapy consultations ; -Mental Health First Aiders in each department; - Monthly pulse checks where we ask around people's work-life balance, their happiness, etc. which we then use to advise managers on areas for improvement as well as to fuel company-wide initiatives; - 4 ‘duvet days’ available to all employees ; -Team activities including secret gift days, yoga sessions, team collaboration, sports and away days; ; Wellbeing monitoring at Trusts; -Trusts have a dedicated Transformation Manager monitoring client and staff feedback. These data can be separated into qualitative and quantitative data, providing an insight into both patient satisfaction with the service and identifying engagement patterns. ; ; Qualitative ; -We have embedded a feedback widget into the PEP for the patient to rate their experience, as well as an additional space for comments for more detail. This function allows the patient to provide feedback more conveniently for them, as it requires little time and effort, which promotes an increase in its usage. DrDoctor offers a customisable digital form tool that allows Trust’s to collect detailed patient feedback.; ; Quantitative ; -We report on event-based data and can track engagement via the patient portal and across different products. Therefore, we can segment engagement data for a deeper understanding of how patients are navigating the platform and which products they are interacting with at an aggregate level. We can report these figures alongside product engagement data to quantify the impact of products (e.g. on DNA rates) and understand the impact on patients and their experience (e.g. through usage levels).

Pricing

• Price: £1 a unit
• 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 sales@drdoctor.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.