NHS North of England Commissioning Support Unit (Hosted by NHS England)

Capacity Tracker (Care Home Live Bed State)

The Capacity Tracker is a web-based digital application that enables care homes, community rehabilitation and hospice providers to share their available capacity in real time and allows discharge teams to search for availability via any internet enabled mobile device to minimise avoidable Delayed Transfers of Care.

Features

• Accessible by all health and social care providers
• Simple to use, easy to deploy (no additional hardware required)
• Provides care home vacancy search to support patient hospital discharge.
• Real-time reporting

Benefits

• Promotes inclusivity and collaboration across Health and Social Care
• Ensures a thorough and accurate representation of the operational landscape
• Ability to generate reports instantly allowing timely decision making
• Facilitation of proactive responses to evolving situations
• Optimisation of resource allocation

£15,000 a unit a year

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 necsu.busdev@nhs.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

624367300396938

Contact

Business Development
0191 3751789
necsu.busdev@nhs.net

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Access to reports is limited to the permissions of the user. For example users from one local authority would not be able to see data in reports from a different local authority.
• System requirements:
  • Desktop Browsers: Internet Explorer 11/Edge, Firefox, Chrome, Safari
  • Mobile: Chrome (iOS/Android), Safari (iOS)

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within one working day
• 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: Yes, at extra cost
• Support levels: Clients can access technical support services as well as assistance and guidance for non-technical enquiries and 'how-to' instructions. This includes:; ; • Provision of information and advice via telephone (available between 9:00 a.m. and 5:00 p.m. Monday through Friday, excluding bank and public holidays), email, or other means deemed suitable by NECS, to guide users in utilising the Capacity Tracker System effectively.; • Periodic creation and dissemination, at NECS' discretion, of fixes and enhancements to the Capacity Tracker System.; ; Technical support services adhere to the following protocol:; • Major Fault: NECS will promptly, and within one working day of acknowledgment, provide instructions to the client to address the fault.; • Important Fault: NECS commits to supplying instructions to resolve the issue within two working days of acknowledgment.; • Minor Fault: NECS will endeavour to provide instructions to rectify the fault within five working days of acknowledgment.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Users self register. There are many user guides and help is available by telephoning our CT support Centre.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data provided by care providers is kept in Capacity Tracker as data is held in real time and is required for reporting. A data extract can be provided to the customer if/when their contract ends if requested.
• End-of-contract process: All user accounts are revoked, customer data securely deleted and a data destruction certificate will be provided.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None, the system is designed to scale depending on the device it is accessed.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: Capacity Tracker is a web based application. Capacity Tracker supports a variety of screen reading and screen magnification software tools which enable visually and mobility impaired users to easily access and navigate the system.
• Accessibility standards: WCAG 2.1 AAA
• Accessibility testing: The system strictly adheres to WCAG standards and is regularly tested so we can spot issues and errors across all conformance levels.; ; Regular testing allows us to simultaneously audit hundreds of thousands of pages and screens, so we can prioritise the parts of the system that needs swift attention.
• API: Yes
• What users can and can't do using the API: We can build an API to dynamically integrate the Capacity Tracker with any third party application subject to agreement and cooperation of the third party provider we are being asked to connect with. API development will be subject to additional charges which will need to be assessed on a case by case basis as each interface is dependent on the complexity of the third party application.; ; Alternatively, for an additional cost (see service charges) data can be provided in JSON format for download.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: This is an application which is of national applicability and standardisation is a cornerstone of the build, overseen by a Programme Board. However, we have worked with customers to customise specific components to meet their individual requirements. These are likely to be at an additional cost and will be considered on a case by case basis.

Scaling

• Independence of resources: Services are hosted by Microsoft Azure services and as such have built in ability to scale services to meet demand. Regular monitoring is undertaken.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers may be provided with user access statistics, both by user and organisation.
• Reporting types:
  • Real-time dashboards
  • 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
• 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: Other
• Other data at rest protection approach: Data is protected via the encryption of associated system databases. This aids compliance with security best practice as well as an additional layer of security ensuring data protection whilst updating and retrieving data from the database.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: A data extract can be provided to the customer if and when their contract ends, if requested.
• Data export formats: CSV
• 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)
  • Other
• Other protection within supplier network: All data is backed up on a regular schedule.; ; Cloud based web application firewall.

Availability and resilience

• Guaranteed availability: 99.9% availability
• Approach to resilience: The system is resilient by the use of dynamically scalable cloud architecture which utlilises failover for both the web application and databases. Scalable cloud architecture enable heavy or increased activity and facilitates performance.
• Outage reporting: Outages are reported via email to affected users.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access is based on a number of permission based access controls.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 26/04/22
• What the ISO/IEC 27001 doesn’t cover: 14.1.3 Protecting Application services transactions; 14.2.1 Secure development policy; 14.2.5 Secure development environment; 14.2.6 Outsourced development
• 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

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: Approach encompasses:; Compliance with the Data Protection and Security Toolkit; Pursuit of additional accreditations to comply with the Cyber Essentials Plus scheme; Adherence to the IASME standard, a cyber security benchmark recognized by the UK Government, based on ISO27001; Alignment with ISO27001, an internationally recognised gold standard for Information Security.
• Information security policies and processes: There is a dedicated IT Security and Compliance team with security leads based within wider ICT teams. The ICT Security and Compliance Manager leads this team and reports into the Head of Infrastructure who reports to the Business Information Services Director. NECS’ develop Information Security Management Plans which are developed using the valuable practice based experience. The key strategic information security principles that underpin information security management at NECS are considered in any service provided by NECS. NECS adhere to NHS England Policies and all NECS procedures are based on ITIL good practice.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes are controlled and managed through a series of change control groups/CAB. Changes are managed in 2 week sprints with automated regression testing and UAT functionality testing.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The system is penetration tested at least annually by an external third party. Regular vulnerability scanning is also scheduled based on, but not limited to, OWASP principles. Any vulnerabilities found are graded as per the OWASP risk rating methodology, notified to the Information Asset Owner (IAO). Resolution of the vulnerabilities are then risk / impact assessed before sign-off and higher prioritisation within the team's existing development process.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The system is monitored using a number of services and tools. NCSC WebCheck service is utilised to help identify any new / existing security issues in the system. In addition, the service is protected using Web Application Firewalls (WAFs) to filter out malicious application and system vulnerabilities. System processes and infrastructure are also monitored using a combination of Microsoft Azure Sentinel and Azure Defender services. Any incidents raised are dealt with in line with the NECS ITIL Incident process.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are managed by the capacity tracker support centre. Updates are provided via email and telephone calls.

Secure development

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

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

  NECS is dedicated to assisting customers, though the delivery of our services, in achieving their strategic and operational objectives and ultimately enhancing outcomes and efficiency. ; ; Led by NECS' Organisational Development and Corporate Services Director our Corporate Social Responsibility (CSR) Group, is responsible for ensuring we meet our CSR Strategy. Our Strategy underscores our commitment to environmental sustainability. We aim to achieve 'Net Zero' carbon emissions, within our control, by 2040 and 'Net Zero' for emissions, we can influence, by 2045. To fulfil this pledge, we continually adapt our processes, harnessing digital platforms to minimise emissions and resource consumption.; To digitalise service delivery, we leverage tools like SharePoint and Microsoft Teams to create accessible real-time digital collaboration workspaces. This fosters seamless communication and enables sharing of insights, comments, and revisions, whilst minimising our carbon footprint.; ; By embracing digitalisation processes and Artificial Intelligence, we enhance efficiency, accessibility, and collaboration, while simultaneously reducing the environmental impact associated with traditional paper-based processes.; ; We continuously monitor and analyse our environmental impact, employing proven continuous improvement techniques to mitigate any increase in emissions or resource consumption.; We commit to a 20% reduction in our carbon footprint, a 30% decrease in paper consumption, and a 15% improvement in overall operational efficiency.; ; Our method statement includes implementing cloud-based project management tools, minimising in-person meetings through Microsoft Teams, reducing paper usage by adopting electronic documentation, optimising travel routes to minimise transportation emissions, and transparently monitoring and reporting on Key Performance Indicators for continual improvement.; ; Our healthcare procurement team ensures compliance with the Social Value Act 2012, considering economic, social, and environmental factors in commissioning services. We support clients to achieve health improvements, reduce health inequalities, and meet Net Zero and Carbon Reduction targets. Our team have gained invaluable knowledge and experience which we utilise when delivering our solutions.

  Covid-19 recovery

  As an integral part of the NHS, NECS played a pivotal role in supporting NHS England, Integrated Care Boards and Foundation Trusts in navigating and recovering from the challenges posed by COVID-19. We took a proactive approach in managing resources and internal capacity, ensuring our customers received the necessary support to alleviate pressure on services. Despite pandemic restrictions, our employees swiftly adapted to new working methods, embracing innovation to meet evolving demands.; ; We continue our commitment in supporting COVID-19 recovery efforts in several ways:; 1. Providing Strategic Guidance: We offer guidance and support to navigate the complexities of COVID-19 recovery planning. This includes assisting the development and implementation of recover strategies tailored to each providers unique needs and challenges. ; 2. Delivering Operational Support: We provide operational support to help providers manage and recover from the impacts of COVID-19. This involves assisting with workforce planning, resource allocation and service redesign to meet challenging demands. ; 3. Facilitating Innovation: We encourage innovation in solution delivery to address the challenges posed by COVID-19. This includes supporting the adoption of digital solutions to improve efficiency. ; 4. Promoting Health and Well-being: Our mental health "first aiders" provide support and signposting to resources to promote physical and mental wellbeing. We collaborated with trade unions to develop a new framework for flexible working, reflecting our commitment to adaptability amidst COVID-19 and the recovery period. Our framework emphasises decentralisation from traditional office setups, prioritising wellbeing, and accelerating carbon footprint reduction efforts. ; ; NECS is dedicated to playing a proactive and supportive role in COVID-19 recovery efforts, leveraging its expertise, resources, and partnerships to help provider organisations and communities emerge stronger from the pandemic. We are keen to share our experiences and best practices with both providers and customers, fostering collaborative efforts toward sustainability and efficiency.

  Tackling economic inequality

  NECS, as an NHS organisation, is guided by core values of professionalism, honesty, integrity, and high-performance standards. We prioritise both short-term objectives and long-term sustainability, striving for a balance between acquired skills, employment opportunities, and societal impact.; ; Embracing a culture of continuous learning, we offer an online platform with diverse courses for NECS employees and customers. We track participation and completion rates to inform future course offerings, aiming for an 8% annual increase in course completions over the next two years.; ; Recognising the importance of hands-on experience, we launched the NECS100 Programme for Graduate trainees and Apprenticeships in 2020. In the first year, this programme saw the recruitment of 100 graduates and apprentices into our organisation. We continue to increase apprenticeships and graduate trainee opportunities annually, ensuring diversity in recruitment and providing mentorship for knowledge sharing and skill development.; ; We conduct periodic assessments of staff skills and expertise to identify gaps and areas for improvement. Collaborating with contracting authorities helps us tailor services to evolving customer needs. Our Business Development Team and members of our Executive Team have access to HSJ intelligence, which is a digital platform offering real-time information exchange. This helps us anticipate market needs and adapt the services that we provide accordingly. ; ; Feedback loops with customers provide insights into service effectiveness and emerging needs. ; ; Our method statement outlines ongoing efforts to enhance online learning platforms, strengthen apprenticeship programs, conduct needs assessments, and address inequalities in skill development. Through measurable Key Performance Indicators, we ensure transparency, accountability, and adaptability in achieving desired outcomes.; ; Overall, our skills policy aims to elevate the overall skill level of our workforce, bridge gaps, and reduce inequalities in skill development, creating a diverse, inclusive, and adaptable workforce prepared for the dynamic healthcare environment.

  Equal opportunity

  NECS is committed to addressing inequalities within our organisation, evidenced by our ongoing reporting against the Workforce Race Equality Standard (WRES) and Workforce Disability Equality Standard (WDES). Through continuous efforts, we strive to enhance performance across all WRES and WDES indicators, gaining crucial insights into the challenges we face and working towards fostering a fairer, more inclusive workplace.; ; Our recruitment and selection policy reflects our commitment to positive discrimination through the Disability Confident scheme, ensuring that candidates are assessed solely based on their skills and relevant experiences. We take proactive measures to minimise opportunities for discrimination during recruitment by anonymising application forms and applying objective selection criteria. Furthermore, we maintain equitable pay across the organisation by adhering to NHS Agenda for Change pay rates.; ; Our training programmes prioritise Equality, Diversity, Inclusion, and Respect, creating an environment where diversity is celebrated, and equal opportunities are provided. We establish ground rules within teams to cultivate safe and inclusive learning environments, empowering every individual to realise their full potential.; ; To address inequality in training and development, we revamped our Talent Management Programme in 2020, offering stretch assignments and mentoring opportunities. Additionally, we introduced a 'reverse mentoring' programme, facilitating knowledge-sharing and enhancing employment prospects for colleagues from under-represented groups.; ; NECS focuses on enhancing experience, culture, and outcomes for all colleagues through an equality lens to support both protected and vulnerable groups. Leveraging insights from various reports and surveys, we have developed an Inclusion and Equality strategy encompassing communication pathways, workplace accessibility improvements, educational enhancements, workforce development support, and promotion of inclusive leadership. ; ; These initiatives and policies are fundamental to our operations and will be upheld during the delivery of any call-off agreement. We remain open to sharing best practices with our suppliers and customers, fostering a culture of inclusivity and equity across our ecosystem.

  Wellbeing

  NECS prioritises good mental health and wellbeing among our employees, recognising the impact we have on wellbeing, longevity, physical health, and productivity. We are committed to implementing measures that encourage and promote a healthy workforce.; ; Our approach to managing health and wellbeing is integrated and comprehensive, overseen by our Health and Wellbeing Group who ensure that NECS takes a proactive and engaging stance towards enhancing the health and wellbeing of our employees, thereby fostering a supportive and nurturing work environment.; ; Our health and wellbeing champions play a pivotal role in promoting a culture that prioritises both the physical and mental health of our workforce. These champions not only support their colleagues but also receive support and development opportunities themselves, contributing to a mutually beneficial environment.; ; In line with our commitment to supporting mental health concerns, NECS has trained several employees as Mental Health First Aiders (MHFAs). While MHFAs are not clinically trained in mental health treatment, they are equipped to recognise early signs of mental health issues and provide responsive assistance, including signposting individuals to appropriate support services.; ; To further support employee wellbeing, we offer an Employee Assistance Programme, providing access to online Cognitive Behavioural Therapy (CBT), mindfulness exercises for mental health, a virtual gym, advice on sleep and nutrition for physical health.; We encourage employees to engage in volunteering initiatives through allocated time and funding. Since launching this programme in July 2023, employees have reported improvements in self-esteem, confidence, and work-life balance, along with the opportunity to learn new skills.; ; These initiatives and policies are integral to our operations and will be upheld during the delivery of any call-off agreement. Furthermore, we are committed to sharing our best practices with suppliers and customers, fostering a collaborative approach to promoting mental health and wellbeing across our ecosystem.

Pricing

• Price: £15,000 a unit a year
• Discount for educational organisations: No
• Free trial available: No

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 necsu.busdev@nhs.net. Tell them what format you need. It will help if you say what assistive technology you use.