SYNANETICS LTD

Care Planning

Symmetry is a modern, cloud-native Care Planning system including facilities for low-code template design, multi-agency collaboration, and real-time communication. All within a secure, FHIR-based platform including integrated reporting and dashboard capabilities. Integration with Shared Care Records and companion mobile apps enables professionals and patients to record care delivery seamlessly.

Features

• Real-time, multi-agency, collaborative care and care pathway planning
• Low-code forms designer for building care plans
• Shared Care Record Integration care planning and forms
• FHIR Integration out-of-the-box
• Real-time notifications
• Native output integrations with FHIR-compatible systems
• Sophisticated RBAC models, with built-in integrations to existing line-of-business systems
• Industry-leading FHIR standards-based data structures

Benefits

• Regional, multi-agency care pathway and care planning collaboration
• FHIR-native integrations for wider compatibility across multiple systems
• Simple integration to local existing systems
• Easy form design to work with real care pathways

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

Framework

G-Cloud 15

Service ID

641667019173279

Contact

Robert Hickingbotham
07947502896
accounts@synanetics.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Adult Social Care
  • Children's Social Care
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: Supported internet browser such as Chrome, Edge or Safari

User support

• Email or online ticketing support: Yes
• Support response times: Variable SLAs available; ; Base SLA, Business Hours Monday to Friday ; P1 - 1 Hour Response Target 4 Hour Resolution Target; P1 - 8 Hour Response Target 16 Hour Resolution Target; P3 - 8 Hour Response Target 32 Hour Resolution Target; P4 - 8 Hour Response Target Best Efforts Resolution
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: Silver - Included in base Fee Business Hours, Standard response times; Gold - Extended Hours, Enhanced Response times; A Client Engagement Manager will be appointed to assist customers; Costs are detailed in the attached pricing document
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Our product conforms to open standards so knowledge is generally available. We provide documentation via our website We provide paid training and consultancy as an additional service
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: If Selecting the Bring Your Own Store Model no data extraction is required.; If using an included FHIR Store option an extract in FHIR format can be provided however it is preferred that data extracted via FHIR API in a post contract grace period.
• End-of-contract process: Included: FHIR API during life of subscription. XML extract of FHIR data provided to buyers chosen contact. Alternative: By separate agreement other formats / migrations can be considered
• Documentation accessibility standard: WCAG 2.2 AA

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: View and fill expiernace optimised for mobile devices, "Builder" and "Data mapping" functions are not recommended for use on mobile however are supported
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Web Based UI developed with accessibility
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: System tested using assistive technology users of JAWS screen reading system.
• API: Yes
• What users can and can't do using the API: All actions of the service can be used via API.; a FHIR Stu3 / R4 API is available for data access
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Global administrators can manage links to data services such as Shared Care Records or EPRs; ; Custom RBAC definitions are planned for an upcoming release.; ; Custom customer branding is planned for an upcoming release.

Scaling

• Independence of resources: Data processing stores are segregated with minimum dedicated pools of resource. Our automatic scaling capability manages peak usage through both horizontal and vertical scaling

Analytics

• Service usage metrics: Yes
• Metrics types: User Logins; Interactions / User; Patients / Tennant; Patients / User; Plans / Patient; Interactions / Patient
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: The system provides a comprehensive FHIR API for data export.; The system is designed to deeply integrate with Shared Care Records or EPR system to allow users to seamlessly access their data
• Data export formats: Other
• Other data export formats: HL7 FHIR STU3 / R4
• Data import formats: Other
• Other data import formats:
  • HL7 FHIR STU3 / R5
  • Via Shared Care Record
  • OIDC
  • JSON Via API

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)

Availability and resilience

• Guaranteed availability: 99.9% availability; services credits issued in the event of material failures
• Approach to resilience: The Symmetry service is engineered for high availability and resilience by leveraging a multi-zone architecture within the GCP London (europe-west2) region. Our design ensures that there is no single point of failure at the infrastructure or application level.; ; Compute and Networking We use Cloud Run to host our services, which automatically distributes container instances across all available zones. If a specific zone or data centre experiences a fault, traffic is instantly re-routed to healthy instances. This is supported by a regional Cloud VPC, providing a resilient networking fabric that spans the entire region.; ; Data Resilience Our Cloud SQL implementation utilizes a High Availability (HA) cluster. Data is synchronously replicated to a standby instance in a separate zone. In the event of a primary zonal failure, an automated failover occurs to ensure continuous data access with zero data loss (RPO of 0).; ; Physical Security The physical resilience of the underlying data centres (including power redundancy and fire suppression) is managed by Google and compliant with ISO 27001 and SOC 2 standards. Detailed audit reports and physical security specifications are available upon request.
• Outage reporting: Email Alerts to named contacts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: We strictly separate our management and support channels using the Principle of Least Privilege.; ; Management Interfaces: Administrative access is restricted to a limited number of authorized personnel. We use SSO Identity and Access Management with mandatory Multi-Factor Authentication and Role-Based Access Control. All administrative actions are logged via Audit Logs for accountability.; ; Support Channels: Customer support is managed through Jira Service Management, which is logically isolated from the production environment. Support staff only have access to ticket data required for their role; they cannot access underlying infrastructure or customer databases directly without specific, time-limited elevation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)

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 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: Our information security posture is built upon an ISO/IEC 27001-aligned Information Security Management System (ISMS). This framework ensures that security is not a one-time configuration but a continuous process of risk management and improvement.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Our configuration management follows a GitOps model compliant with CSA CCM v4. We manage our infrastructure via OpenTofu (IaC), ensuring the live environment matches our version-controlled code.; ; Tracking: Every component’s lifecycle is recorded in Git, providing an immutable audit trail. OpenTofu state files serve as the authoritative inventory, with automated CI jobs detecting and remediating configuration drift.; ; Security Impact: Changes undergo manual and automated assessment via CI/CD pipelines. We use static analysis tools to scan for misconfigurations and enforce Policy-as-Code guardrails. All changes require mandatory peer reviews and approvals before deployment to ensure rigorous security oversight.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Threat Assessment: We perform continuous threat modeling and automated vulnerability scanning using GCP Security Command Center. Potential threats are assessed using CVSS scores and business impact, integrated into our CI/CD pipeline to block insecure container images before deployment.; ; Patching Speed: Our serverless architecture (Cloud Run) allows for rapid, zero-downtime patching. Critical security patches are deployed within 24–48 hours via automated rebuilds of container images, while GCP manages underlying infrastructure patching.; ; Information Sources: We aggregate threat intelligence from Google Cloud Security Bulletins, NVD (NIST), NCSC, and CVE databases to stay ahead of emerging risks.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Identification: We integrate GCP Cloud Logging with Elastic (ELK Stack) for advanced Intrusion Detection (IDS). Elastic analyses flow logs, audit logs, and application events in real-time to identify anomalies, lateral movement, or unauthorized access attempts.; ; Response: Upon detecting a potential compromise, our automated Incident Response workflow triggers. This can involve blocking or isolation of affected traffic and automated alerting to our Security Team.; ; Speed: We categorize incidents by severity; critical compromises trigger immediate automated response with a human review within 1 Hour ensuring rapid containment and forensic preservation.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Our ITSM-driven incident management follows ITIL 4 principles. We use pre-defined playbooks (SOPs) for common events—such as zonal failovers or security alerts—ensuring rapid, consistent restoration of service.; ; Reporting: Users report incidents 24/7 via our Service Desk portal, email, or dedicated emergency phone line. These are triaged instantly against defined SLAs based on business impact.; ; Communication: We provide transparency through service email alerts. Following resolution, we issue a formal Post-Incident Report (PIR) detailing the root cause, timeline, and permanent corrective actions to prevent recurrence.
• Post-quantum cryptography secure: Yes

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: No

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: 2%
• Between £1,000,001 and £2,500,000: 4%
• Between £2,500,001 and £5,000,000: 5%
• Over £5,000,001: 5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV - Business Assurance
• ISO/IEC 27001 accreditation date: Wednesday 19 March 2025
• What the ISO/IEC 27001 doesn’t cover: N/a
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 42586072-0b9f-4dfb-a364-789d41d857ff
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 9ef419b2-23aa-4cc9-8f8f-76f49df51f75
• Other security certifications: No

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
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • 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 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered

  • 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 opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and 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

  • 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 employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • 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: 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 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • 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

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