Respond-2 Computer Aided Dispatch Software for Ambulances
EEmergency medical system for 999 and 111 calls.
Patient triaged via NHS Pathways or AMPDS.
Healthcare professionals can access system to validate, enhance care and manage clinical risk. Ambulance Dispatch functionality enables management of emergency/non-emergency vehicles.
Facilitates electronic referral to other healthcare settings via DoS. Quality monitoring and reporting functionality.
Features
- Enhanced dynamic control to build/consolidate control room (call/contact centre) protocols
- Secure access via 2FA/MFA and CIS2
- Supports accessibility standards. Hospital handover portal with integration to ePCR
- Integrated 999 and 111 solution, supporting Trust staffing efficiencies
- Full functionality call handling, triage, dispatch, resource management, clinical support
- Supports multiple triage solutions AMPDS, NHS Pathways, PaCCS and MTS.
- Compliance GP Connect, Care Connect, SPINE Services, ITK, EPS BaRS
- Customisable HCP/IFT workflows. Major Incident Management module
- Dynamic resource deployment .Automated dispatch with Trust configurable response matrices.
- In built audit tools, quality monitoring and reporting
Benefits
- In built audit tools, quality monitoring and reporting
- On-premises and or cloud hosting (including hybrid BC/DR solution)
- Supports remote/home working with integrated softphone
- Multi-user role based access, Trust configurable (unlimited number of roles/groups)
- Sharing of Control Room resources (HA / CA)
- Direct bidirectional integration with non-emergency aPTS solution
- Detailed multi-layer mapping including satellite/aerial views
- Integrated resource routing nearest / appropriate resource / skill mapping
- Agile approach to system developments and enhancements
- Trusted, proved system used extensively at scale by NHS Services
Pricing
£2,000.00 a licence
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
6 4 0 4 5 8 8 4 1 7 7 8 6 6 4
Contact
CLERIC COMPUTER SERVICES LIMITED
Liz Worthy
Telephone: 01260 270433
Email: liz@cleric.co.uk
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Private cloud
- Service constraints
- None.
- System requirements
-
- Systems are based on a defined number of licences.
- Licence counts may be adjusted by agreement.
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
1. Emergency - (P1) System Unusable - 1 hour response. Fixed within 4 hours.
2. Urgent - Important features not working etc -2 hour response. Fixed within 6 hours.
3. Limited Impact - Inconvenience rather than restriction - 8 hour response. Fixed within 48 hours.
4. Non urgent - Minor fault/no inconvenience - 24 hour response. Fixed and dispatched in 3 months.
Emergency 24/7/365 support. - User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
-
1. Emergency - (P1) System Unusable - 1 hour response. Fixed within 4 hours.
2. Urgent - Important features not working etc -2 hour response. Fixed within 6 hours.
3. Limited Impact - Inconvenience rather than restriction - 8 hour response. Fixed within 48 hours.
4. Non urgent - Minor fault/no inconvenience - 24 hour response. Fixed and dispatched in 3 months.
Emergency 24/7/365 support. - Support available to third parties
- No
Onboarding and offboarding
- Getting started
-
Included within the one off annual license costs, customers are fully supported throughout the implementation process by an experienced team including a dedicated project manager, development, support and technical professionals. Training can be provided on site at our own training offices, at the customers own premises or via online sessions as agreed with the customer. Assistance can be provided with localized training guides.
Full onsite support is included during system go live(s). - Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- Data which has been cloud hosted can be returned to the customer by means of CSV files. Customers may request alternative file types.
- End-of-contract process
- Data is returned to the customer on request; there is no additional cost for this. All other data held is destroyed and disposed of securely.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- 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 user interface is tailored to the device on which it is deployed so this may mean differences in the layout and overall appearance depending on the configuration of the device used.
- Service interface
- Yes
- User support accessibility
- WCAG 2.1 A
- Description of service interface
- The service interface is implemented using SOAP over HTTP/S.
- Accessibility standards
- WCAG 2.1 A
- Accessibility testing
- Implemented at the customer level with support given, and tailored to individual circumstances.
- API
- Yes
- What users can and can't do using the API
- Our API is a set of functions that expose some data and limited functionality to defined authorised third party systems.
- API documentation
- Yes
- API documentation formats
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
-
We work in partnership with each customer / organisation to ensure that the solution configuration meets their operational requirements.
The solution is fully configurable.
Scaling
- Independence of resources
- All systems are load tested beyond expected maximum load levels, testing includes a range of system interface simulators.
Analytics
- Service usage metrics
- Yes
- Metrics types
- At the user's request and tailored to individual requirements.
- Reporting types
- Reports on request
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
- Complies with a recognised standard (for example CSA CCM version 3.0)
- Penetration testing frequency
- At least every 6 months
- 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
- Data sanitisation process
- No
- Equipment disposal approach
- In-house destruction process
Data importing and exporting
- Data export approach
- Through the use of templated reporting tools which are standard features of the system.
- 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)
- 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
- 99.9% guarantee.
- Approach to resilience
- Information available on request.
- Outage reporting
- No.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- Dedicated link (for example VPN)
- Username or password
- Access restrictions in management interfaces and support channels
- All user access is Trust configurable via comprehensive RBAC access functionality (for administrative users). All user access is set to the minimum level for the user to be able to fulfil their functions on the system.
- Access restriction testing frequency
- At least once a year
- Management access authentication
-
- 2-factor authentication
- Identity federation with existing provider (for example Google Apps)
- Dedicated link (for example VPN)
- 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
- User-defined
- How long system logs are stored for
- User-defined
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- Isoqar
- ISO/IEC 27001 accreditation date
- 18/12/2008
- What the ISO/IEC 27001 doesn’t cover
- Any product or software other than that which is cloud hosted.
- 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
-
- DSP Toolkit
- ISO9001:2015
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- Other
- Other security governance standards
- Data Security and Protection Toolkit.
- Information security policies and processes
- Information Governance Policy available on request. Reported to Board Level.
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
- Our systems and processes are accredited through ISO9001:2015 with all changes assessed for potential security impact. All changes subject to testing prior to release on to customer systems.
- Vulnerability management type
- Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
- Vulnerability management approach
- We are registered with the National Cyber Security Centre (NCSC) to receive alerts of any identified threats. All threats are assessed internally and patches applied where necessary within 48 hours of advice.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Network level monitoring to identify and disable potential breaches. Immediate email notification. Escalation process in place. Immediate response through our 24/7 staff support rota.
- Incident management type
- Supplier-defined controls
- Incident management approach
- We are working towards ISO 27035/2016. Incidents reported via support desk. Reports provided according to the customer requirement.
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
- Yes
- Connected networks
- Health and Social Care Network (HSCN)
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
Cleric APTS is a powerful tool in striving for maximum efficiency in the delivery of vital patient/passenger transport journeys. Routing optimisation and best-in-class traffic information enable the operators to plan with individual passenger needs accessed via eligibility criteria.
Auto-planning, live day allocation and re-scheduling are use dto meet KPIs and avoid wasted journeys. Use of mobile technologies enables seamless sharing and real time control.
These features ensure that waste of valuable resources is minimised and vehicle emissions are reduced by the elimination of wasted journeys.
Cleric Computer Services has it’s own plan to reduce environmental impact as an organisation through various measures including:
-Purchasing electricity from renewable sources
-minimising carbon emissions from transport by encouraging efficient vehicle use (including electric cars where possible), car-sharing and use of public transport. Unnecessary travel is discouraged in favour of online meetings where practical.
-responsible waste disposalCovid-19 recovery
Through the Covid-19 pandemic and recovery period, Cleric Computer Services worked closely with the Department of Health, NHS Trusts and private providers to support their vital work by providing urgent solutions through developments, increased capacity and new software features.Tackling economic inequality
Cleric Computer Services is committed to tackling economic inequality in the local community as a supporter of charities and projects aimed at tacking poverty and social disadvantage.Equal opportunity
Cleric Computer Services is proud to be an equal opportunities employerWellbeing
Cleric Computer Services is pleased to sponsor and support local sports clubs for young people in the community, we have links with the local football, cricket and golf clubs and have also been pleased to support local charities and organisations prompting opportunity and mental health support for young people in the local area. The support has included providing kit, equipment, donations, expertise and day to day assistance.
Pricing
- Price
- £2,000.00 a licence
- Discount for educational organisations
- No
- Free trial available
- No