Brain in Hand

Brain in Hand

Brain in Hand provides practical human support and personalised digital tools to help people manage overwhelm, reduce anxiety, and gain independence. 1:1 personalised coaching and digital resources provide support to those who are neurodivergent (e.g. Autistic or ADHD) or have a mental health condition (e.g. anxiety or depression).

Features

Users can plan and manage their daily routines
Users can record and manage levels of anxiety
Users can request help from trained professionals 24/7
Our co-production approach ensures a truly personalised solution
Our technology integrates with existing care pathways
Our service is accessible via Android and IOS
User can access personalised coping strategies
Users receive prompts and reminders for important tasks

Benefits

Achieve set goals and outcomes
Reduce the likelihood of crisis events
Users feel supported in between care interventions
Increase independence through self-management
Data available for self-review and to support professional review
Users linked to their support networks
Services step down care, saving up to £6,500 per year
Reduction in demand for services such as crisis interventions
Prevention and maintenance of long term conditions
Users can monitor the efficacy of their care plans

£1,550 a licence a year

Service documents

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 traceyjasper@braininhand.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

Contact

Brain in Hand Tracey Jasper
Telephone: 07368293158
Email: traceyjasper@braininhand.co.uk

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: No
System requirements: IOS 15.0 or above.

Android 6.0 or above.

Web browser (Chrome, Edge, Safari, Firefox)

User support

Email or online ticketing support: Email or online ticketing
Support response times: Within 24 hours Monday to Friday 9-5.
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: For customers who purchase an individual licence, we provide first-line technical support via telephone 9 am to 5 pm Monday to Friday. The cost of the support is included in the licence fee.

For organisational customers who purchase a group of licences, we provide a dedicated programme manager who provides first-line technical support via phone or email 9 am to 5 pm Monday to Friday. The cost of the support is included in the cost of the licence fee.

Second- and third-line support is provided indirectly to end users (via the call handler or programme manager) by a member of our development team or, ultimately, our CTO.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: End users are provided with personal planning sessions - typically four hours, but can be varied to suit the user's needs and delivered in any configuration (two two-hour sessions, four one-hour sessions, and so on) - with a Brain in Hand Specialist. This will be delivered in a fully remote online format.

They begin by working through a workbook which helps them to think about their strengths, needs, and goals; the Specialist helps them to complete this process and to formulate this information so that it can be populated in the user's Brain in Hand system. Once these sessions are completed, users should understand what they want to use Brain in Hand for, how its functions can work best for them, and how to independently use the software (updating and accessing their resources and coping strategies, requesting remote support, and monitoring their own mood, wellbeing, or anxiety levels).
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: At the end of the contract data will be retained for 2 years and anonymized after this date. Details can be found on our privacy policy.
End-of-contract process: When a user's contract term ends, they and their supporters are no longer able to access their Brain in Hand system or any of the information within it. Information is permanently deleted after two years (to allow for the possibility of data requests or licence reactivation).

Individual Brain in Hand subscriptions are purchased annually and include personal planning sessions, web and mobile software, and a remote response service. There are no additional costs. Users can renew their licences in subsequent years at a lower price if they do not need additional personal planning.

Organisational purchases include a number of individual software licences, personal planning and response services for each user, and professional support to the organisational team managing the project.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: Yes
Compatible operating systems: Android

IOS
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Our mobile and web (desktop) services serve two different functions. Our mobile service provides uses with access to their diary, coping strategies, tasks, and the traffic light response service. The desktop technology enables users to make changes to the information accessed through their mobile software, review their progress with an appropriate supporter, and access support including video tutorials.
Service interface: No
User support accessibility: WCAG 2.1 AA or EN 301 549
API: No
Customisation available: No

Scaling

Independence of resources: Our system can scale outwards when required.

Analytics

Service usage metrics: Yes
Metrics types: For organisational customers who purchase a group of licences we provide metrics to cover:
Active Users (by Responses), Active Users (by Traces), Users with no response or trace, App Openings, App Openings+, Presses of Events, Presses of Activities, Presses of Problems, Presses of Solutions, Presses of Green, Presses of Amber, Presses of Red
Reporting types: Regular reports

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: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: 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: By making a request to info@braininhand.co.uk in accordance with our privacy policies, users will receive a zip file containing a json document. These documents are a direct download from our document database. There is no additional cost for this service.
Data export formats: Other
Other data export formats: A zip file containing JSON documents
Data import formats: Other
Other data import formats: Data cannot be uploaded into our system

Data-in-transit protection

Data protection between buyer and supplier networks: Legacy SSL and TLS (under version 1.2)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: We have not been asked guarantee service availability in our contracts, however our service availability is over 99%.

We have not been asked to include a refund structure for service availability within our existing contracts. We would be happy to do so if a client organisation requests it.
Approach to resilience: The components that form the backbone of the BIH service are hosted within a cluster. This cluster has been designed to migrate required services from failed to healthy nodes in the cluster. So, if we have a node failure (or a failure in an Azure failure domain) then the system can still run.
Outage reporting: Any exceptions and outages are reported via SMS and email to key members of staff.

Identity and authentication

User authentication needed: Yes
User authentication: Username or password
Access restrictions in management interfaces and support channels: Only users with sufficient privileges can access the management interfaces.
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: Users have access to real-time audit information
How long user audit data is stored for: User-defined
Access to supplier activity audit information: Users have access to real-time 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: No
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: Cyber Security Essentials - Basic

Cyber Security Essentials - Plus

Security governance

Named board-level person responsible for service security: No
Security governance certified: No
Security governance approach: Security of our system is the responsibility of everyone in our organisation. We empower everyone in the company from developers to support staff with the right to raise security concerns; our procedures ensure that these concerns are listened to and actioned where appropriate.
Information security policies and processes: We operate several formal policies relating to specific areas such as access to confidential information, data protection, records management, and security risk management. The purpose of these is to ensure that we are acting in accordance with all relevant guidance and legislation and in such a way that we can deliver the best possible service to our users and organisational customers.

In order to deliver our service, we are likely in the course of our business to hold sensitive and confidential data about individuals. We take our duty of care to our users, clients, staff, suppliers, and others extremely seriously, ensuring that data is accessed only by those with a legitimate business requirement and protected against loss or unauthorised access. We only collect and process personal data as is necessary to provide Brain in Hand.

We undertake regular assessments of our compliance with legal requirements and our internal policies relating to how we keep and manage information, especially information about people who use the Brain in Hand system.

Our SMT manage compliance and updates our policies as required. Regular training is also undertaken for staff and completion is recorded. Users are also able to report issues via our website.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: The Brain in Hand system is hosted on Azure and only a small number of key personnel can make changes to this environment. Each change must be associated with a change request and all changes are logged as fundamental part of Azure.
All changes to infrastructure and software must be approved by CTO before being released.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: At Brain in Hand we regularly assess the components that make up our service for potential vulnerabilities. As our system is built upon open source software, information about vulnerabilities and updates, will come directly from the vendor GitHub pages. We review these pages on a monthly basis. Depending on severity patches to our system are normally released between 24 hrs and 14 days of being notified of the issue.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: As we host our system on Azure we use different features of Azure to monitor access to our system and infrastructure. Alerts will be sent out from the system if certain conditions are met; this includes increased amount of traffic associated with hacking attempts. This allows us to quickly respond to potential compromises.
Incident management type: Supplier-defined controls
Incident management approach: At Brain in Hand we have a set of pre-defined processes for security and data breaches.

End users can report incidents directly and there are links on our website and on our support pages which is available in our software.

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

Pricing

Price: £1,550 a licence a year
Discount for educational organisations: No
Free trial available: No

Service documents

Request an accessible format

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Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents