Advanced Business Solutions

PATCHS Online Consultation

PATCHS allows patients to contact their GP online. They answer free text questions, explaining their request and any concerns and expectations they may have, enabling the practice to quickly and safely decide how to respond. Triage, workflow management and video functionality enable practices to prioritise requests based on clinical need.

Features

• Clinical system integration supports automatic patient registration
• Language translation, image, and document uploads
• Automatic SNOMED Coding with one-click save to record
• Bulk and ad-hoc two-way patient messaging (Email & SMS)
• Customisable questionnaires
• AI Triage and Workflow with booked slots and appointments
• One click federated working with demand control
• Advanced Analytics Dashboard
• Appointment booking and EPS integration
• Video consultation (with 'digital waiting room')

Benefits

• Automate triage and workflow reduces workload and improve patient safety
• Manages patient demand so you are always in control
• PATCHS can be customised to suit your needs
• Open-ended questions maintain the conversational feel of a GP consultation
• Appointments can be scheduled to match capacity and maintain continuity
• Powerful federated working enables you to work across organisations at-scale
• PATCHS does tasks for you to improve efficiency
• Language translation supports patients who speak English as second language
• Clinical questionnaires to support patients with acute and chronic conditions
• Analytics Dashboard gives insight into your demand and patient profile

£0.45 to £0.90 a unit a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

644875981716958

Contact

Bid Support
0330 343 8000
bidmanagementteam@oneadvanced.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements: Please see service definition document

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: For all priorities clients should expect to receive confirmation that an Incident has been raised via email within one hour. Clients may also receive additional information or be contacted by a Support Professional within this hour, depending on the priority of the incident raised.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Advanced has the option of using the Live Agent Web Chat facility within Salesforce. Salesforce makes use of technology that is compliant with Section 508 of the Rehabilitation Act of 1973 and is committed that all users regardless of disability are able to access their applications . It has been tested with assistive technologies such as such as screen readers that either audibly read the text on the site or translate the text into braille.
• Onsite support: Yes, at extra cost
• Support levels: Advanced will provide a multi-tiered telephone based Service Desk, supporting our services in line with the Clients Terms and Conditions. ; Our Service Management processes are based on the ITILv3 framework and ISO 20000 standard for IT Service Management.; Advanced have multiple support offerings based for customers requirements, from our standard offering of normal business hours to premium service available 24/7 365 days per year via the following:; • Telephone; • Email (for customer complaints and escalations only); • Customer Portal; All support will be provided by remote access in-line with the clients own security policies. ; Onsite support can be provided subject to contract and may incur an additional cost.; As part of Advanced’s continual improvement plan, periodic service reviews will be scheduled to review the ongoing support services; to include the support model and agree any relevant changes.; Support or Service Levels are agreed with the customer at the Service Design phase to ensure that we are able to provide a service that meets their business requirements. Our standard offering for application support consists of the following target response times. ; Priority 1 - 1 Hour; Priority 2 - 4 hours; Priority 3 - 8 hours; Priority 4 - 24 hours
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A comprehensive service delivery package is included with new implementations, including consultative system configuration/personalisation, onsite and remote training (including e-learning), full project management and go live support + post go live review/refinement.
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats: Online Web Based Help Portal
• End-of-contract data extraction: As part of the standard offboarding process, within 90 days of contract termination an export of their data is provided in a machine readable format.
• End-of-contract process: We will work with the customer to transer back their data and cease the service.; Details are discussed and confirmed with the customer, after which on the agreed date of contract termination the system is disabled for the specific customer and their patients. The data export is then provided for them within 90 days, and they can download it for up to a year after contract termination after which their data is permanently deleted from the system.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop service is used by GP practices connecting with the clinical system (TPP/EMIS). ; ; The mobile service is used by patients.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The interface is a modern web app accessible via a web browser.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We evaluate the system with patient groups and GP practice staff. These will include users that utilise assistive technologies.
• API: No
• Customisation available: Yes
• Description of customisation: The system is highly configurable to enable it to be tailored to each customer's specific requirements. This includes setting workflows, AI functionality, and messaging.

Scaling

• Independence of resources: Regular volumetric and performance testing using K6. Regular disaster recovery tests are performed. Updates to system are checked/reviewed for impact to performance during development. Each release is checked during QA checks for performance before being deployed. ; Uses a robust cloud architecture. Operates over multiple servers with demand spread via load balancing, automatically starts new servers should one go down or in cases of high demand (auto-scaling).; Has point-in-time back ups of database allowing system to be quickly restored at any point.; Has a comprehensive alarm system to ensure quick response from support during unexpectedly high load, to enable prompt action

Analytics

• Service usage metrics: Yes
• Metrics types: Patchs provides an advanced reporting dashboard, that shows real-time, historic usage reports on demand. Reports can be modified to run on pre-defined and user specified time periods, and on a weekly or monthly basis. ; It includes:; • Patient Reports; • Feedback Reports; • Request Aggregated Reports; • Requests By User and By Submitted By; • Detailed Request Report (by day and hour; • Weekly Count Report; ; All reports and raw data can be exported as a csv file for further evaluation and analysis, allowing all aspects of the online consultation process to be analysed. Can add additional metrics as required.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Patchs Health

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: They will be provided with a link to download the data
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We undertake to provide a minimum of 99.95% availability. Although we do not always need it, we do set a contractual maintenance window of 4 hours per month There are many users already on the infrastructure and we have proven to deliver at this level to them. The Managed Services environment has been purpose built between two active/active data centres for High Availability and resiliency to failure.
• Approach to resilience: The service is designed to be resilient by using AWS Well-Architected design best practices. Multiple redundant instances of all infrastructure components are run in multiple availability zones (geographically separated data centres) to ensure that if one instance or data centre fails then the service will remain operational. If a server or other component fails and identical version is launched to replace it and recover from failure.
• Outage reporting: In line with our High Severity Support Incident Process, should the service become unavailable the customer will receive both a verbal and written notification of the outage. A verbal update schedule will be agreed with the customer who will also receive written updates for the duration of the outage. The written update will include details of any progress made and the time of the next update. Following the outage, a root cause analysis (RCS) report can then be made available to the customer on request. A copy if our HSSI process, Email notification and RCA report template can also be made available on request.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Role-based access
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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 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: Yes
• Who accredited the ISO/IEC 27001: QMS International
• ISO/IEC 27001 accreditation date: 19/05/2022
• What the ISO/IEC 27001 doesn’t cover: All operations are within scope of the certificate.
• 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:
  • Information Governance Statement of Compliance (IGSoC) V14, L3, 100%
  • SOC 1/SSAE 16/ISAE 3402 (formerly SAS 70).
  • SOC 2 & 3
  • FISMA
  • ISO 9001 / ISO 27001
  • ITAR
  • FIPS 140-2
  • MTCS Level 3

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: OneAdvanced Information and security policies align to ISO 27001:2013. ; ; Access control is in place both internally and across our solutions, following a policy of minimal access whereby employees are only given the required permissions to perform their relative function, this includes, restriction to confidential information. We advise all of our customer base to follow a similar policy, regarding user access and privilege management of the provided solution.; We have a dedicated Talent team who produce courses with current regulation and best practice in mind. These are mandatory for all employees to undertake (e.g. GDPR compliance, vulnerability & viruses management, data handling & breaches, etc..) before they are allowed to carry out their function. Additional courses (e.g. clinical training, PID management, legal assessment, etc.) are also in place for those in the applicable sector. Courses are renewed when applicable, or annually at a minimum.; Risk management processes are in place, whereby incidents found or reported are assessed based on impact and severity. Depending on the assessment, applicable actions may be taken as laid out in our ISMS, Disaster Recovery and Business Continuity policies. Escalation paths are provided and can be used as needed.

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: The configuration and change management process ensures operational systems, services and application software are subject to change control. All staff are responsible for submitting completed change requests to the change authorisation board (CAB) using the change request form. Change requests forms, before submission to the CAB must be peer reviewed and pre-authorised by the appropriate system service owners and or business stake holder. All changes are recorded, tested and verified prior to implementation, (where possible), and are communicated to relevant members of staff and users as appropriate.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Vulnerability management is an essential component of Advanced Information Security Program and the process of vulnerability assessment is vital to effective vulnerability management. The vulnerability assessment process provides visibility into the vulnerability of critical assets deployed in the IT Infrastructure. The process comprises of identifying critical systems, their corresponding owners, vulnerability scanning on regular basis, determining and assessing potential vulnerabilities, documenting and establishing a time line to remediate critical vulnerabilities.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Advanced complies with protective monitoring in line with GPG 13.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Incident management control objectives are defined within our ISO 27001:2013 certified Information Security Management System and the procedures for Incident management are aligned to ITIL v3 industry best practice.

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

  We are committed to building a better tomorrow for our staff, customers and wider community through outstanding environmental sustainability performance. Our vision is underpinned by five core principles:; To protect the environment by reducing our carbon footprint; To reduce the environmental impact of our operational activities through effective management of our estate; To create and maintain a positive environmental sustainability culture; To maximise the positive impact of our sustainability actions through effective communication, collaboration and partnership; To fulfil all environmental compliance obligations and seek to exceed regulatory requirements; To achieve this vision, we continuously invest in and develop our ESG strategy to provide a structured and meaningful approach to our climate activity. Our success also relies on effective engagement with staff, utilising and developing their skills, knowledge and understanding.; We have launched a number of initiatives to reduce our GHG emissions on an annual basis, since 2018 we have seen a reduction in 36% in our total GHG emissions.; We are proactive in the property management of our offices, maintaining pressure on landlords and staff to ensure energy efficiency. Home working is facilitated and encouraged, and unnecessary travel is minimised by the delivery of consultancy, training and implementation services remotely, where appropriate. Reducing the amount of paper we generate is a key focus, and we use recycled paper - which we then recycle ourselves. We have also taken steps to recycle other materials such as plastics, food and cardboard. We comply with WEEE regulations and recycle our electrical items. All our UK based offices are entirely using green electricity and we have undertaken an office consolidation project to minimise unnecessary carbon expenditure.; We are focused on our transition to a Cloud service company ensuring our customers have solutions which are future proofed and don’t require costly or energy inefficient hardware.

  Covid-19 recovery

  In the event of a similar incident OneAdvanced has a documented Health and Safety policy regarding Covid-19 Arrangements, which focuses on handwashing, hygiene, self-isolation and social distancing.; As part of our transition to hybrid working we provided all employees with the materials and processes to allow them to work at home indefinitely. In the event of a similar incident all staff are able to work from home for as long as is required. This allows them to prioritise their health and safety and avoid risk of transmission.; Working from home is undoubtedly challenging and may have a negative impact on the wellbeing of our employees. We provided guidance for staff working from home to stay connected e.g., quizzes, coffee mornings and time allocated for informal catch ups.; We have also made changes to our approach to visiting customers on-site. Where appropriate, training and consultancy can be provided virtually.; With the increase in remote work and changes in the software landscape we have invested significantly in digital transformation and cyber security to ensure the safety of the business, employees and customers. This includes protection of personal data.

  Tackling economic inequality

  OneAdvanced is committed to tackling economic inequality. We are renowned for our recruitment processes which seek to eradicate biases that can perpetuate economic inequality. We hire for potential rather than based on experience. ; Our commitment to tackling economic inequality is also exemplified in our pay reporting transparency. In addition to the legal requirements to produce a Gender Pay Gap Report, we have also released our Diversity Pay Gap Report to ensure accountability and so that we can take steps to address economic inequality within our own employee base. ; As we develop as an organisation and embrace our role in bettering society we are building features into our products to assist us in tackling economic inequality. One example of this is our education software that is used by prisons in the UK to help educate individuals that have been in the prison system and broaden their opportunities for education. Another example is the service we provide to many NHS offices across the country which allow them to act more efficiently and see more patients each day. ; A focus of OneAdvanced is to commit to increasing our community outreach. As part of our strategy we are planning to implement a regular schedule of community education workshops for local schools, colleges and other groups. Examples include ‘How to get started in Tech’ and coding classes. Each employee is entitled to 1 paid day they can use to volunteer for a cause close to their heart including those that are aimed at helping those from lower socio-economic areas. ; Our learning and development team are in place to allow our staff the opportunity to develop their skillset and further their professional career. This can allow disadvantaged individuals to increase their opportunities to secure high paying jobs both within the software industry and outside of it.

  Equal opportunity

  Cultivating a diverse workforce and inclusive culture is a priority for OneAdvanced. Diversity of experience, age, race, ethnicity, culture, gender and sexual orientation provides a wide range of talent from entry level through to our leadership teams creating richer perspectives and a powerful frame of reference. ; Not only is it right to recognise and celebrate differences, and ensure everyone has the opportunity to thrive, but creating a culture that is genuinely committed to a meritocratic workplace is important to our success. Ensuring all our employees understand and engage with our values, and have the opportunity to realise their full potential, is fundamental to our business. ; We have published 4 Diversity Pay Gap reports that extend beyond the legal requirement for gender to ethnicity, sexuality, education, disability and socio-economic status. This data provides transparency and will aid us significantly on our journey to creating a fair and equitable workplace for all. ; OneAdvanced is delighted to have been announced as one of the top 100 Diversity Leaders of 2020 across UK businesses following an independent survey carried out on behalf of the Financial Times. The award assesses diversity across gender, age, ethnicity, disability and sexual orientation, and ranks organisations in Europe on the extent to which they offer diverse and inclusive workplaces. The survey focused on two broad areas, looking at the scale in which employers promoted diversity within the workforce, and identifying companies that stood out when it came to encouraging diversity and equal opportunities. ; OneAdvanced is renowned for its innovative recruitment process, which seeks to eradicate bias – unconscious or otherwise – when hiring. In our recruitment, we use tools that give us additional insight into intellect and attitude, and remove CVs from the interview process, so managers go in without preconceptions.

  Wellbeing

  We take wellbeing very seriously at OneAdvanced, employees have access to the following initiatives to promote wellbeing: ; Our Employee Assistance Program (EAP) is a 24/7 phone line where our employees can speak to a trained professional regarding any matters. Whether that is related to their current workload, or whether it is related to their finances for example. This service is 100% confidential. ; The Wellbeing hub on our internal website is central point for resources, such as the Thrive app to which our employees have an access code. In addition, the Hub is a link to our partnership with Perks at Work who offer discounts and classes for wellbeing, fitness, and meditation. ; Our offices have been made more friendly and accessible than ever before as part of our office changes brought on by the new, flexible ways of working. All our offices now contain a ‘wellbeing room’, sharp boxes for needles and free sanitary products in all bathrooms (available to guests as well as our staff). ; We are undertaking an exercise to update our employee value proposition and undertook research to identify what factors employees themselves want. This was done so we can provide benefits that our employees will value from the most and benefit their health and wellbeing.

Pricing

• Price: £0.45 to £0.90 a unit a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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