IQVIA LTD.

Patient Outcomes,Experience Feedback,Friends & Family Test,Staff Surveys,Survey Consultancy, Audit

Provider of real time hosted Patient Outcomes, Patient Feedback solutions including Friends & Family Test (FFT), Staff Surveys, Survey Consultancy Services, Feedback Analytics & Audit

Our Insight & Feedback services are a combination of capabilities from what were Quality Health, Connection (aka Optimum Contact).

Features

• Real time patient experience (service user) survey data capture
• Automated, real time analysis and reporting, organisation wide
• Real time staff feedback survey
• Web based, hosted solution, remote access
• Outcomes, PROMs and Friends & Family solutions
• CQC, KPI and Sentiment reporting
• Action alerting and planning
• Clinical, operational and financial reporting
• Quality, Safety, Risk and audit reporting
• Clinical Engagement

Benefits

• Optimise decision making through actionable insights
• Drives service improvement through analysis & tools eg regression
• Identify benefits of and opportunities for early interventions
• Provides immediate visibility of quality, performance and risk
• Data driven analytics identifies best treatment pathways for patient outcomes
• Actionable insight designed to support value-based decision-making
• Support for service planning, ‘What If’ analysis
• Help improve the healthcare outcomes of patients
• Evidence compliance to regulatory bodies (eg CQC)
• Triangulation of PROMS with PREMS, incidents and external data sources

£20,000 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 nhssolutions@iqvia.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

618384579606979

Contact

Bhavin Shindroja
0203 075 5019
nhssolutions@iqvia.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements: Access to the internet is required for the on-line service

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This will be set out within the agreed SLA with client.
• 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 IQVIA Service Team will act as a single point of contact for the client. It is the mission of the Service Team to provide the client with a great service experience and to resolve any issues or requests in an effective manner and within the agreed timescales. The Service Team have accountability for all the Service Management processes and work across our Delivery Teams to monitor all aspects of the service, manage governance and risk and continually review and recommend improvements. IQVIA unlimited support queries relating to any aspect of the solution. Our Service Team will monitor Major Incidents, Incidents, Service Requests and Problem Management resolution timings. In agreement with the client, Severity Levels will be allocated to Incidents, Service Requests and Problem Records. IQVIA will allocate an account manager to the client.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: At contract initiation a member of our team will discuss your requirements and with your input, plan and execute an approach. As part of the approach the appropriate training will be provided to your team(s).
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: This will be dependent on the analytics service and will be discussed at contract start.
• End-of-contract process: This will be discussed with the client at contract start with the client.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile services have been optimised based on display and presentation on smaller screen sizes. There are no constraints on functionality and mobile services have equivalent functionality to desktop services.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: API to support alerting and notifications. API is read-only and required source system to authenticate prior to use.
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: IQVIA solution is a highly customisable system and there is a dedicated administration suite controlling all aspects of data collection, questionnaire building and reporting. Administration profiles can be applied so different types of administrator only have access to control certain parts.. There are also managed service arrangements in place where IQVIA can train, consult or manage the customisation for you.

Scaling

• Independence of resources: Each client will have its own deployment.

Analytics

• Service usage metrics: Yes
• Metrics types: Full click-stream logs are maintained for all access and usage. This information is available in the solution administration portal and can be used to summarise usage metrics, or access detailed usage information.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

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: Yes
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: IQVIA have implemented a Global Information Assurance Framework to provide information assurance to information assets. It is based on industry standards and regulations including GDPR, HITRUST, the ISO 27000 family, COBIT, HIPAA, HITECH and NIST. All data assets are assessed against an Information Classification Level in order for the appropriate safeguards and controls to be implemented. The control sets cover the following areas: Access Control; HR Security; Compliance; Asset Management; Physical Security; Operational Management; Security Incident Management; Business Continuity
• 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: The options can be discussed with the client to ensure IQVIA provide this appropriately.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • Excel
  • Database
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XML
  • HL7
  • FHIR
  • Excel
  • SQL

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: IQVIA have implemented a Global Information Assurance Framework to provide information assurance to information assets. It is based on industry standards and regulations including GDPR, HITRUST, the ISO 27000 family, COBIT, HIPAA, HITECH and NIST. The framework includes the management of Risk, Cryptography, Change, vulnerability and monitoring and these policies and controls apply to the management of the data that is in transit. Data is transferred encrypted typically using N3. Our approach ensures a high level of data protection, security and confidentiality in our Products and Service.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: IQVIA have implemented a Global Information Assurance Framework to provide information assurance to information assets. It is based on industry standards and regulations including GDPR, HITRUST, the ISO 27000 family, COBIT, HIPAA, HITECH and NIST. The framework includes the management of Risk, Cryptography, Change, vulnerability and monitoring and these policies and controls apply to the management of the data that is in transit. Data is transferred encrypted typically using N3. Our approach ensures a high level of data protection, security and confidentiality in our Products and Service.

Availability and resilience

• Guaranteed availability: IQVIA are pleased that the availability of this service is 99.80%
• Approach to resilience: To be discussed with client on contract start.
• Outage reporting: Service outages are communicated to internal stakeholders and external key contacts by the IQVIA Service Delivery team in line with ITIL Service Management processes

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: This will depend on the analytics service.
• Access restrictions in management interfaces and support channels: Interfaces and support channels Asset owner and Access Control Register will govern who can access the service in addition to the authentication management access
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QMS
• ISO/IEC 27001 accreditation date: 22/04/2009
• What the ISO/IEC 27001 doesn’t cover: There are no exclusions to the ISO 27001 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:
  • ISO/IEC 9001:2015
  • NHS Data Security and Protection 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: ISO/IEC 9001; NHS Data Security Protection Toolkit
• Information security policies and processes: IQVIA manages Information Security through a Global Integrated Information Security Framework (IISF). The ISSF is based on industry standards and regulations including HITRUST, the ISO 27000 family, COBIT, HIPAA, HITECH and NIST. IQVIA’s approach ensures a high level of data protection, security, and confidentiality.; The IISF comprises three types of materials (policy, standards, and procedures/work instructions). At the highest level of the IISF are the Corporate Policies which include the Integrated Information Security Framework Policy and the following policies:; ; • Data Classification Policy: The Data Classification Policy ensures that information assets can be classified for appropriate controls to be implemented to safeguard and protect these assets.; ; • Acceptable Use of IQVIA Information Technology Assets Policy: This defines the rules for appropriate usage of IQVIA information assets and systems.; ; The IQVIA EMEA Information Security Management System (ISMS) team have an established ISO 27001 certified ISMS and adopt the IISF global policies. Internal audits of the EMEA ISMS are conducted to assess the effectiveness of the ISMS and compliance with business policies and processes. Please see IQVIA's Doing the Right Thing for more information https://www.iqvia.com/-/media/iqvia/pdfs/about-us/doing-the-right-thing/iqvia-code-of-conduct-english-en.pdf?la=en&hash=2972A691389DED5EC964C1FB3431962164489A40

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: The IQVIA Service Delivery team follow an Operational Change Management process aligned with ITIL standards
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: To protect the Confidentiality, Integrity, and Availability of the service, IQVIA’s Vulnerability Management process consists of Risk Assessment, Vulnerability and Penetration tests which includes OWASP testing. IQVIA’s Change, Patch and Asset management processes help in identifying and mitigating the vulnerabilities and the associated risks.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Protective monitoring process includes review of access and resource requests, system errors, system logs, security threats, weaknesses or vulnerabilities. These events are logged with a Service Desk and recorded in a Service Management System. Necessary remediation measures are taken to address the risks.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: IQVIA has an integrated Incident and Problem Management process aligned with ITIL standards

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

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

  At IQVIA we understand our role as an effective steward of the environment,and we take seriously our responsibility. As members of the United NationsGlobal Compact, IQVIA aligned with four of the UNGC SustainableDevelopment Goals (SDG) in 2021. IQVIA is committed to the ScienceBased Target (SBT) initiative, and we have approved SBTis to guide our roadmap to net zero. Under the contract we will fight climate change through:; • Seeking to deliver additional environmental benefits, including reducing our greenhouse gas emissions, improving air quality, and working with our supply chain to adopt effective practices.; • Work to influence staff, suppliers, customers and communities to support environmental protection and improvement across the length of the contracts.

  Covid-19 recovery

  IQVIA understands the impact Covid 19 has had, and through our social value work we are committed to help local communities’ recover from the impact of the pandemic. Whilst most of these activities are addressed through other TOMs, to further our support we also ensure that we are:; • Creating employment and re-training opportunities for those left unemployed by COVID-19,; • Ensuring support for the social, physical and mental health of employees affected by COVID-19; • Guaranteeing appropriate workplace conditions that support the COVID-19recovery effort including remote working, and sustainable travel solutions.

  Tackling economic inequality

  IQVIA are committed to tackling economic inequality through the creation of new jobs, develop our workforces’ skills, and increasing our supply chain capacity.; Some of the ways we achieve this through:; • Creating training opportunities for young people through schools, colleges, work experience and apprenticeships; • Creating employment opportunities, particularly for those who face barriers to employment; • Diversifying our supply chain including new businesses and entrepreneurs, start-ups, SMEs and VCSEs.; • Taking action to identify and manage cyber security risks internally and across our supply chain.

  Equal opportunity

  IQVIA are committed to providing a workplace of equal opportunity with embedded inclusive working practices supported by our diversity, inclusion and belonging strategy. These include fair pay practices, transparent promotion opportunities, and supporting in-work progression with development and training for all including those from disadvantaged and minority groups who may face most barriers to accessing higher paid work. Some of our examples are: ; -Working as a Disability Confident Employer and ensuring accessible recruitment practices.; - Offering Apprenticeships at all levels ; -Providing flexible and remote working opportunities for all employees ; -Focus on identifying and mitigating modern slavery , including through our supply chain.

  Wellbeing

  The wellbeing of staff, suppliers and communities is core to IQVIA’s ways of working. Some of the ways we achieve this through:; • Taking demonstratable action to support health and wellbeing of our workforce, including their physical and mental health; • We influence staff, suppliers, customers, and communities to focus on their health and wellbeing and provide opportunities for engagement with the community.; • We collaborate with our staff, stakeholders and communities in the co-design and delivery of targeted interventions to support strong, integrated communities.

Pricing

• Price: £20,000 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 nhssolutions@iqvia.com. Tell them what format you need. It will help if you say what assistive technology you use.