BIONICAL SOLUTIONS LIMITED

HealthManager

HealthManager is a single or multi-pathway upgrade to our QuitManager Solution.

HealthManager offers a comprehensive suite of tools allowing for full cycle management of patients’ care and support during their behavioral support episode; from referral to triage and eligibility, right through to structured programme support and outcomes, and reporting.

Features

• Cloud based behavioral support caseload management for ease of access
• Referral pathway management and API connectivity for interfacing
• Extensive reporting, dynamically created in realtime
• Over 1,400 data fields as standard per episode of care
• SMS integration, Appointment System and SMS reminders
• Post code validation and lookups
• Role access restrictions from Commissioner to Advisor
• Provider invoice generation and management
• Letter generation,medication requests, and direct GP notification via nhs.net
• Security conscious user access control and management that includes MFA

Benefits

• Referral, tirage, eligibility assessment and full lifecyle management
• Multi pathway compatibility, and multiple questionnaire availability.
• Intuitive wizard based format to guide advisors
• Baseline assessments and tracking of progress through to discharge
• Fully auditable for access and data manipulation
• eVouchers for paperless medication requests
• National Referral System integration for 360 pathway visibility
• Graphical Dashboard for realtime reporting
• Automated SMS streamlining services and keeping patients engaged
• Highly customiseable multi-pathway support

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  ODT

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

Framework

G-Cloud 15

Service ID

634187877270587

Contact

Mark Wrigley
01283 753260
info@bionical.com

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Primarily designed to be hosted on a public cloud but can be private
• System requirements: Modern Browser

User support

• Email or online ticketing support: Yes
• Support response times: Initial response immediately, with follow up within 2 hours.; Business hours support only
• 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: No
• Support levels: Our Support provides a structured, severity based framework to ensure timely, consistent, and transparent handling of all support incidents. Support operates Monday–Friday, 09:00–17:30 UK time, excluding public holidays; Incidents are prioritised using an impact/urgency matrix and assigned one of four severity levels. Priority 1 (Critical) , Priority 2 (High) ,Priority 3 (Medium) and Priority 4 (Low). Response times and fixes are targeted against the priority.; All incidents are logged via Bionical's Service Desk, with a defined escalation chain. ; Scheduled maintenance typically occurs Wednesday mornings (07:00–09:00); ; An Account Manager is assigned for each QuitManager deployment
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We include a training plan as part of the package. The training is a train the trainer approach designed to be cascaded down, and is broken down into different sessions for the different user types.; Training can be delivered virtually via MS Teams or can be delivered on site. User guides and training manuals are provided, and additional training days beyond the initial package can be purchased.; An initial familiarisation training session is also provided ensuring the services are comfortable using and testing the system prior to any deployment.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
  • Other
• Other documentation formats: Word documents can be provided
• End-of-contract data extraction: The system allows for full data extraction. Allowing users with the correct access levels to extract the data in a zipped file format. The data would then be presented in a series of csv files within the zip.; On top of this a full database backup is provided with the proprietary logic and functionality removed
• End-of-contract process: At the end of the contract the data is handed back to the data owner with the service being able to run their own extracts. A backup database is also provided. Once the data has been returned and receipt acknowledged we will securely erase all data we held for the service.; At the end of the contract should the service wish to keep the site up and running with the data for extraction or validation purposes extensions can be purchased at a monthly rate.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Documents are available in multiple formats to ensure compatibility with assistive tools, along with clear structure and definition headings.

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 system is compatible with mobile interfaces, however only core pages for data entry have been optimised for mobile functionality
• Service interface: No
• User support accessibility: WCAG 2.2 A
• API: Yes
• What users can and can't do using the API: Custom API's written on demand.; Not standard.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Fluid configuration and definition upon deployment.; ; The system has hundreds of configurable options for data capture and reporting. Many fields and drop downs can be added or amended via the administration area for users with the correct access permissions.; ; Additional data fields can be added if they are not already available and may require a request to the support team to enable.; ; There are multiple additional modules available for the service that can be requested and applied through the account manager or as part of the initial purchase.; ; Payment matrices, medication costs and pharmacotherapy can all be added to the system along with additional letters and templates.; ; Additional reports can be requested

Scaling

• Independence of resources: Data transfer and bandwidth resource is minimal, however reporting and data exports may be resource intensive.; ; Each instance runs on its own app pool and database, and if required, reporting functionality can be moved to a separate reporting site instance to ensure day to day user activity is not affected.; ; We provide cloud infrastructure with enough headroom to accommodate the numbers of potential users on our services. These resources are regularly reviewed, monitored for performance, and upgraded if necessary.

Analytics

• Service usage metrics: Yes
• Metrics types: Multiple reports.; Access and up time can be provided on request, if clarified at mobilisation.
• Reporting types: Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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 CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Data is encrypted using Microsoft SQL Server Transparent Data Encryption (TDE), this fully encrypts data at rest using AES256bit encryption
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: The system has an inbuilt query builder allowing custom queries to be generated. The output is in csv format.; ; Role permissions can be defined so that non patient identifiable exports can be generated also, and export access in general can be restricted.; ; The system has exports for referrals and episodes of care, as well as the previously mentioned full zipped extract.; ; All reports and data extracts are available via the reporting section of the system.; ; We can also provide automated backup and extract transfer at an additional licence cost if required
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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: Rackspace our hosting centre provide a 100% network uptime guarantee and a 1 hour hardware replacement. ; ; All of our upgrades are performed out of working hours and the service will be notified prior to the upgrade taking place. ; ; In the last 6 years of hosting with Rackspace we can confirm have met a minimum of 99.8% uptime for our systems in working hours.
• Approach to resilience: This information is available on request
• Outage reporting: We use PRTG for service monitoring any outages which also incorporates email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Role Based User Access Control
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users 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

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: We follow all processes in accordance with ISO 27001
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A) Details of the change will be submitted to the PM who will record a project issue in the Issue Register.; ; b) Change Control Note (CCN) completed and the CCN will be progressed with the change being authorised or rejected by the Project Board.; ; c) The PM will update the Issue Register, set ‘CCN Decision’ to ‘Rejected’ or ‘Authorised’.; ; d) If a change is rejected the PM will close the issue.; ; e) If change is authorised, the Delivery Manager will progress .; ; f) After live implementation the PM will set ‘CCN Implemented Live’ to ‘Yes’ and will close the issue.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We have our own Vulnerability and Patch Management SoPs that extend to the Rackspace environment. Rackspace manage the OS Layer.; ; Our Vulnerability management is handled through a Vulnerability Management Platform from Qualys. The platform identifies potential threats via an agent and categorises threats based on industry standard scoring system.; ; Critical vulnerabilities are dealt with within 24 hours, 14 days for important, 30 days for Medium, and 8 weeks for low.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We use anti-malware/virus and Intrusion Detection Systems to monitor and report potential security breaches.; Rackspace has a number of services such as PrevenTier, created together with network security specialists Arbor Networks and Cisco. It has been designed to add more layers of security between a customer’s network and malicious attacks.; ; We have Cisco firewalls with IDS and IPS. We also have Armor anywhere installed as a local IDS. Both of these platforms provide monitoring and alerting, incidents are investigated as part of within 24 hrs
• Incident management type: Supplier-defined controls
• Incident management approach: Bionical has numerous SoP's for incident managment.; ITS-SOP-GEN-008-v05 covers the standard process for handling incidents within Bionical Solutions.; Incidents can be raised by anyone within Bionical as well as it's client(s) with the relevant agreement. They can be raised by Telephone, Email, a monitored alert or in person.; The customer should be advised of the process, what will happen next and when they should expect to receive a call or email.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

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

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Thursday 10 April 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Citation ISO Certification Limited
• ISO 9001 accreditation date: Sunday 23 November 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: NHS DSP Toolkit

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  ODT

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