VITALHUB UK LIMITED

Patient Flow Management

Patient Flow manages patient healthcare appointments. We enable them to confirm their attendance for a telephone F2F or virtual consultation using a smart devices (e.g. Kiosks and Smartphones). Healthcare staff manage patient journeys throughout, enabling operational requirements like social distancing and infection control to be readily configured in real-time.

Features

• Check-in services using smart technology within hospitals or at home
• Telephone, F2F and virtual consultation management in real-time
• Patient call-out using LCD screens, smartphones and SMS
• LCD screens showing waiting times and messages in realtime
• Management of unscheduled patient walk-in to clinics
• Clinic Room and Resource Management
• Recording of Outcomes using electronic forms for departmental specialties
• Mobile Appointment Manager enabling patients access services using smart devices
• iReceptionist providing Face to Face support wherever and whenever needed
• Flowmanager providing a clinic/patient real-time dashboard

Benefits

• Reduces/enhances receptionist resource and reduces patient footfall in hospitals
• Staff can identify patients, manage capacity, and social distancing requirements
• Calls patients directly to clinics without physically locating them
• Informs patients/staff of delays/enables patients access complimentary services
• Enables patients attend a service without an appointment time
• Booking of clinic facilities/optimising room and resource use-age
• Records outcomes and saves money by recording outcomes accurately
• Enhancing the patient experience and providing increased service choices
• Immediate assistance for patients when they need extra/specialist help
• Providing viewing and management of patient journeys in real-time

£3,911.00 to £25,000.50 an instance a month

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 colin.garrod@vitalhub.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

608606372531219

Contact

Colin Garrod
01285 657516
colin.garrod@vitalhub.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: Our application can be used as an extension to a patient Administration System (PAS) or an Electronic Patient Record (EPR). It may also be used stand-alone but commonly it will be fully integrated with the above for best use.
• Cloud deployment model: Hybrid cloud
• Service constraints: Our service is constrained by our client's available up/downstream bandwidth.
• System requirements:
  • Our solution requires use of Web Browsers
  • A server (virtual machine) to run the backup client
  • Internet connectivity with available up/downstream bandwidth

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our standard terms of business for support queries is 4 Hours during normal working hours (Mon-Fri 09.00 - 17.30). Out of hours or weekend support is available (at additional cost).; User can manage status and priority of support tickets.
• 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: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: We provide support services via our Helpdesk and on-site engineering service/personnel for hardware issues. Support levels costs are based on 20 percent of the list cost of our software and hardware products (our G Cloud SaaS costs include software support but not hardware support).; ; Our technical team are based throughout the UK with our Helpdesk based in Cirencester. We offer both account managers and cloud support services locally. Support is usually provided (higher levels is available - price on application) during normal office hours Mon-Fri 5 days per week. ; ; Note we have an HSCN connection if we need access to our client system(s).
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have user options which include a fully guided service where we assist in installing the client software in test, training and live instances, we perform operational procedures such as configure backup jobs and policies and perform acceptance testing prior to go-live.; ; We also provide a variety of knowledge-transfer/training media. This includes on-site 'train-the-trainer' approaches, formal classroom/workshop facilities supplemented with on-line eLearning modules and documented (written electronic) materials. All our deployments feature a training 'instance' where clients can access their system "off-line' for familiarity/training purposes.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Under the control of the user via our web interface we can extract data to alternate storage. Alternatively, we can provide the data on encrypted portable disc devices.
• End-of-contract process: Data transfer to alternate media is included in the service but the cost of the media is not. Secure destruction of the backup data, once copies have been taken, is included.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our applications are designed to run automatically on mobile and desktop browsers without user intervention.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The service interface deploys a Patient Flow 'Dashboard', enabling a wide variety of service users can access information pertinent to their role and responsibility. The services interface also provides a set of configuration tools which allows service users to optimise the system according to specific need. ; ; For patients, the service interface is simple, graphical, and enables them to quickly comprehend the information provided as well as enabling them to update their details (e.g. demographics) where desired. Support for people with disabilities including hearing and sight impairments is available.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: For users with visual impairments, our SaaS uses guidelines and conforms to requirements supplied by the National Institute for the Blind (RNIB). Our application is easily accessible to all users and includes both language, and visual impairment, choices. In making selections users are offered a variety of visual graphics and textual choices. This includes visual representation and selection of their language needs through graphic representation and then selection of their national flag/emblem. Users with visual impairments are offered BLACK on YELLOW lettering for their response to their choices for use of our SaaS.
• API: No
• Customisation available: Yes
• Description of customisation: The Intouch solution is highly configurable and is tailored to each customers requirements. The kiosk interface and patient calling screens are customised by Intouch to use customer supplied images and logos. The customers administrative users can tailor large portions of the text and images which are displayed to patients during the check-in process, such as those used to inform a patient where to go. Call screen customisation can vary with customers who opt for the advanced digital signage solution and are able to fully customise the calling screen layouts.

Scaling

• Independence of resources: We run proactive monitoring of all resources; system storage and networking and via capacity management we ensure that all clients have sufficient available resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Usage metrics are logged and can be reported on using the reporting module, or (if purchased) through a real-time BI dashboard. These include number of patients checked in and via what method, wait times, number of attendees vs DNA, running times, timespan reports etc and most can be broken down by timeframe, speciality and clinic.
• 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 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: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: Intouch can provide a number of options for data export. Some data can be exported directly from the reporting module into Excel/CSV format.
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We provide a 99.99% uptime guarantee SLA on our backup service and our contract includes a refund of the charges in proportion to any reduction in uptime.
• Approach to resilience: We operate from highly available data centres (Tier 3) which are separated by more than 100 km for excellent geo resilience whilst maintaining UK sovereignty. Within each data centre , the actual cloud platform is deployed using enterprise grade infrastructure. Single points of failure have been eliminated using techniques such as load balancing, clustering, RAID and dynamic routing.
• Outage reporting: We run a major incident process and any outages are reported via SMS and email.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: The control is use of rights management within the web interface and underlying software and we test this using regular vulnerability assessments by a CHECK accredited provider.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Limited access network (for example PSN)
  • 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: British Standards Institution / British Assessment Bureau
• ISO/IEC 27001 accreditation date: 16/01/2020, Certificate No. 205184
• What the ISO/IEC 27001 doesn’t cover: The policy applies to all physical and electronic assets, processes, policies and procedures employed internally and for the benefit of customers managed services. All employees and contractors are expected to comply with this policy and the information security management system (ISMS) that implements this policy.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: IGSoc Organisation Code 8HJ31

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: Security policy, access control policy, asset management policy, classification of information policy, compliance policy, cryptographic policy, HR process, information security incident management, medical policy, mobile device and networking policy, network security management policy, operations workflow, operations security policy, organisation of information security, physical and environmental security, supplier relationships policy systems acquisition and development policy, business management operational objectives, individual user agreement, non-conformance, customer feedback, internal audit procedure, change control procedure, design control, major incident process, business continuity plan, problem management procedure, document management procedure, contact review process, supplier review process.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All components which support the service are recorded in a configuration management database and any changes to the components or the service have to be risk assessed and put through our ITIL based change management process. One part of the change management process is to assess any potential security impact of the change.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management approach is to continuously monitor with pen tests and vulnerability assessments and to then prioritise and mediate any risks found, Dependant on the priority and level of risk we will deploy patches within 24 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We utilise SIEM tools to monitor logs and highlight potential compromises; anything discovered will be raised to a priority 1 ticket in our system and responded to within 1 hour. if there has been a compromise this will be remediated and logged as a security incident in our ISO 27001 based business management system in order that it is treated to prevent recurrence.
• Incident management type: Supplier-defined controls
• Incident management approach: We have designed our incident, problem and change management process based on ITIL V3. Users can report incidents via telephone or eMail, with a priority 1 response being 1 hour, priority 2 is 2 hours, priority 3 is 4 hours, priority 4 is next day. Incident report are provided weekly or monthly as agreed with our clients.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Covid-19 recovery:

  Covid-19 recovery

  Intouch with Health 'Patient Flow' solutions are designed to assist with Covid-19 recovery by reducing the need for face-to-face interaction between healthcare providers and their patients. ; ; Using a variety of smart devices, patients can attend appointments remotely using either telephone or virtual communications. These type of attendances reduce the footfall in outpatient departments / clinics and helps reduce the possibility of spreading Covid-19 infections. ; ; Whenever face to face appointments are required the capacity of waiting areas can be managed more effectively using our Patient Flow system to ensure that capacity limits are not exceeded, again enhancing infection control and the smooth running of clinics.; ; By making it simpler for patients to access healthcare services through virtual / telephone consultations, the throughput of attendances can be increased - thus reducing the backlog of patient appointments.
• Equal opportunity:

  Equal opportunity

  How Intouch with Health delivers equal opportunities; ; Intouch with Health has a corporate social responsibility to support charities and local initiatives. Each year our wider group selects two charities to support and help raise awareness and assist with fund raising activities as well as corporates service support in terms of marketing and business development help if required. We are renowned for working in partnership with the NHS and other private and public sector organisations. A number of our products have been co-developed and we are always working on proof of concept projects and sharing of new ideas including patient participation groups for the benefit of the community and patients residing therein. ; ; We have a broader range of opportunities across the entirety of the business, and departments within it to offer apprenticeships. We have historically offered opportunities for work experience and apprenticeships across the UK, having affiliated links with universities and are dedicated in providing learning and development opportunities both to existing employees and potential new ones we hope to nurture and support.; ; We are able to offer virtual training courses which are designed to ensure staff readily understand and swiftly achieve a comprehensive knowledge of the system and are in the process of developing eLearning modules as well as a train the trainer approach to all new deployments.; ; We run a number of user groups across our customer base throughout the year which offers informal learning and networking opportunities with other people from across the UK and also more widely with our international partners to understand health challenges, solutions and approaches to problem solving more further afield.

Pricing

• Price: £3,911.00 to £25,000.50 an instance a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We offer Proof of Concept trial testing. Nominally for 1 to 3 months to allow users to establish suitability for purpose. ; ; The solution will include the functionality desired (see the service definition document).

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 colin.garrod@vitalhub.com. Tell them what format you need. It will help if you say what assistive technology you use.