EQL LIMITED

PHIO Access

Phio Access provides an agile patient-facing solution to assist clinical partners in the stratification of any MSK condition. An engaging web-based chatbot supports access and early intervention by highlighting the extend of a persons injuries through the capturing of structured clinical data. Phio can be mapped to any MSK framework.

Features

• Human like interactions via conversational AI chatbot
• Engaging and interactive user interface
• Capable of stratifying against any local MSK framework/s
• Comprehensive clinical data collection including objective indicators
• Supports translation into 120 languages
• Direct capture mechanism allowing patient to be contacted via email/SMS
• Supports data collection through any web enabled device
• Developed in accordance with NHS and NICE approved clinical frameworks
• Accessible anytime 24 hours a day with >95% uptime SLA
• Structured decision-trees capable of collecting information on any MSK condition

Benefits

• Accelerated patient access to the most appropriate care pathway
• Clinical data available for immediate clinical review
• Remotely accessible requiring no face to face appointment
• Ability to collect other clinical data eg. medical history
• Supports self referral removing the need for a HCP consultation
• Rapid access to required clinical pathway
• Faster access to care leading to improved health outcomes
• Less patient repetition thanks to comprehensive clinical data capture
• Accessible any time via any web enabled device
• Exceptional user acceptance (93% completion-rate over c100,000 assessments)

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

Framework

G-Cloud 15

Service ID

649052802816753

Contact

Jason Ward
07884008770
info@eql.ai

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Police
  • Defence
  • Social Security Administration
  • Adult Social Care
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Phio Engage
• Cloud deployment model: Private cloud
• Service constraints: Internet Access via a modern web browser, further constraints can be covered in SLAs at time of contracting.
• System requirements:
  • Internet Connection
  • A Modern Internet browser

User support

• Email or online ticketing support: Yes
• Support response times: Within 48 hours (Mon-Fri)
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: EQL provides onboarding support for Phio Access for the initial phase. This integration team comprises clinical representatives (qualified Physiotherapists), operations support, customer success manager, engineering, governance (clinical and information), and where appropriate GP liaison support. They will discuss all integration routes and confirm which route is most appropriate. The integration team will be on hand throughout the onboarding process to provide staff training, governance set up, project management, operational & technical support. EQL clinical representatives will work with all necessary clinical stakeholders to configure the decision tree. This includes pathway mapping and exit points, ensuring the unique instance of Phio Access reflects local frameworks and desired clinical outputs inclusive of patient communication (i.e. defining appropriate messaging for a given pathway outcome). EQL are also able to provide ongoing clinical support via our internal Clinical Services Team in order to oversee the whole triage function and, where appropriate, review outcomes to ensure appropriate pathway placement. Phio Access is provided as a fully managed service and requires relatively little ongoing support. However, our post-onboarding service includes personal account management support and ongoing KPI’s. We also provide online support to end users of the platform for any technical support that might be required.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding Project Management is provided to our customers via our dedicated onboarding team to assist them with their set up of Phio Access (Triage). This includes a mixed approach of online training and demos along with training documentation. Once onboarding has taken place the project will move to a "business as usual" function whereby regular contacts will be established to maintain and monitor ongoing success of the project and report on service level agreements. Each contract benefits from a designated Customer Success Manager who will coordinate and mobilise the various EQL teams (e.g. clinical, operational, technical) where and when appropriate.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All outstanding data (not previously provided to them) is provided to the user via their integration route; either API or Admin Portal.
• End-of-contract process: Our service for the specific customer goes offline and no new patients are allowed access to the service. We ensure the customer has been provided all outstanding data. We keep all patient data for the customer for the timeframes assigned in our data retention policy.
• 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: There is no difference between the mobile and desktop Phio Access service. Phio Access has been developed to be completely responsive to the screen size therefore the platform is not affected by things such as device or screen size.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: API's & Admin Portal our clients use to interact with our services
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Our service is designed to meet WCAG 2.2 AA accessibility standards. It supports keyboard-only navigation, screen readers, scalable text, sufficient colour contrast, and clear focus indicators. Content is structured using semantic headings and labels to support assistive technologies. Users can adjust browser zoom and accessibility settings without loss of functionality. Error messages are clearly presented and guidance is provided to help users complete tasks successfully.; Some highly customised user settings depend on the user’s device or assistive technology. Multimedia content is captioned where applicable, with transcripts provided on request.
• API: Yes
• What users can and can't do using the API: Users can use our suite of API endpoints to refer a patient to Phio Access and retrieve completed Phio Access data.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The back-end decision trees used to power Phio Access are entirely customisable. This extends to both the types of questions that are asked and the associated outcomes used for signposting. It is also possible to include a variety of outcome measures should they be necessary. Customisation in this way allows for the creation of unique decision trees for certain types of patient cohort (e.g. those who are wishing to self-refer as well as those already on a waiting list), alignment with local frameworks and mapping to available local care pathways. This significantly increases the versatility of the platform as well as the type of data it can report on.

Scaling

• Independence of resources: We have load balances in place that help distribute the load on a single server.

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly MI which includes key data metrics such as; Total Referral Count, Completion Rate, Outcome Breakdown, Age Demographic and Injured Area Data Analysis.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • 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: European Economic Area (EEA)
• 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:
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: We use a 3rd party service provider, Google Cloud Platform, and therefore benefit from all of their security polices and protocols.
• 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: This is dependent on the user’s integration route. This could be either via API or our Admin Portal rendering each patient’s data into PDF format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • JSON
• Data import formats: Other
• Other data import formats: JSON

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: We work to maintain a high level of availability at 95%. Our approach is to minimise downtime to provide consistent access to our services.; ; In the rare event that our services become unavailable, we work with customers to resolve issues promptly. Our customer support team is available to support customers, ensuring quick communication and timely issue resolution.
• Approach to resilience: Our service is designed to run on Google Cloud Platform (GCP). GCP utilises the byzantine fault tolerant technique to replicate servers into zones. As these zones are isolated from each other it is highly unlikely that all zones fail from the same cause and at the same time.
• Outage reporting: We are notified of any outages via GCP's zone status API. We report any outages to our customers via email alerts to our key contacts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Other user authentication: Users can access the service via multiple routes these all have different authentication. When customers access the service via API they are authenticated by unique key authentication and data match requirements. When customers access the service via Admin Portal they are authenticated by Username & Password requirements. When a patient (end user) access the service they are authenticated via a JSON web token for Phio Triage.
• Access restrictions in management interfaces and support channels: Our management interface is restricted by layered access levels. This ensures members of staff are only provided access to the level of data required to successfully complete their job while at the same time restricting them from any access not required for their job. This allows us to protect the data.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: Internal management are provided access to the Admin Portal service via personal username and passwords that are subject to our password policy which involves passwords being changed every 90 days.

Audit information for users

• Access to user activity audit information: Users contact the support team to get 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 our own internal information security policies and processes. These include Information Classification, Security Awareness & Training, Acceptable Usage, Access Controls, Password Policy, Physical Security, Protecting Data in Transit and at Rest, Disposal of Data, Data Protection by Design etc. We hold various security accreditations including Cyber Essentials, Cyber Essentials Plus, and ISO27001.
• 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: Change management is handled without our QMS system. All requirements are kept up to date and are fully traceable throughout the lifecycle of the change and archived for future reference if required. All requirements are to be reviewed and signed off by both our Data Security Officer and our Clinical Safety Officer in line with DCB 0129
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Structured vulnerability management process to identify, assess, and remediate potential threats to services. Potential vulnerabilities identified through regular penetration testing, security assessments, and ongoing monitoring of systems and infrastructure. Threats assessed based on risk, impact, and likelihood to determine appropriate remediation actions.; Security patches and fixes deployed in line with defined service level agreements, with critical vulnerabilities prioritised for rapid remediation. EQL’s agile engineering and operations teams enable timely deployment of patches without unnecessary service disruption. Information about emerging threats obtained from penetration testing partners, cloud service provider security advisories, industry best-practice guidance, and relevant security and vulnerability disclosure channels.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: All our exposed services (available on the internet) utilise GOOGLE FRONT END as reverse proxy. This layer also provides real time threat detection. When a potential risk is identified we have settings in place to temporarily disable the service involved or, as in the case of a DoS attack, our system intelligently throttles inbound requests.
• 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: Operates formal incident management process inline with EQL's Security Incident Management and Data Breach policies. Pre-defined procedures in place to manage common incident types, including security events, service availability issues, and data protection incidents.; Incidents reported by users via dedicated business email contact and are logged, tracked, and managed through EQL’s incident management processes. Each incident assessed, prioritised, and responded to based on severity and impact. Business continuity and recovery plans are maintained to support service resilience during major incidents. Incident reports, including root cause analysis and remedial actions where appropriate, provided to customers inline with contractual and regulatory requirements.
• Post-quantum cryptography secure: No

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

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

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

• Less than £250,000: 2.5%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 7.5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 12.5%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: Friday 23 February 2024
• What the ISO/IEC 27001 doesn’t cover: Nil
• 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: D156c415-17a5-48cd-962d-ec1787e5e41b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 76022c2e-61b2-4b7c-bc3c-934d09dd210b
• 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

    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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.

    • 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: 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

  • 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

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