THE ESSENTIAL PARENT COMPANY LIMITED

Essential Parent eCare Delivery Service

Subscription to an evidence-based, digital library containing over 600 articles and videos for women’s health & children from conception through to 19 years. Clients have bespoke library to support their health offer, e.g., maternity care. Providing secure e-Delivery by practitioners using a web-based portal. Patients receive timely information via text/email.

Features

• Digital Library of child and adult health videos and information
• Practitioner eDelivery of prescriptions of information supporting care pathways
• Digitisation of health and care leaflets and links to services
• Remote access to delivery portal for health practitioners
• Health teams share bespoke library and premade bundles of information
• Library has section of content in 26 languages and growing
• Health teams create universal care pathways for all patients
• Analytics reporting for patient engagement and practitioner activity
• Realtime feedback of patient engagement with full record of deliveries
• Information from multiple teams all send to one patient account

Benefits

• Timesaving for health workforce in e-delivery of information to patients
• Reduces inequality with consitent access to information across organisations
• Paperless delivery of information to patients and parents
• Supports self service model of patient healthcare
• One shared library for consistent offer to patients from multi-agencies
• Support family hubs with digital delivery of universal care pathways
• Targetted delivery to patient and parents with extra needs
• Ex-BBC team to add new commissioned video content to library
• Library of evidence based information from expert organisations
• Broadcast quality videos presented by national expert organisations

£18,000 to £60,000 a licence a year

• Education pricing available

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 rebecca.chicot@essentialparent.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

656182454047039

Contact

Rebecca Chicot
07890926924
rebecca.chicot@essentialparent.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Customer support available during UK office hours 9am-5pm
• System requirements: Access to the internet to login via an uptodate browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Customer admins have access to email support during UK office hours (9am-5pm), response within 2 hours.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Standard support offered to customers' admin during UK office hours (9am-5pm) via email.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training is a simple 45-60 minute session provided to practitioner leaders via video conferencing (e.g., Teams), along with a help tab on the system and digital manual.; Training is then cascaded to users via a train the trainer model.; ; Practitioners are onboarded with a registration link and patients are onboarded with a registration link from a practitioner team.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: At the end of the contract customers can choose to have their data safely deleted or then can receive a report of anonymised, aggregated usage data.
• End-of-contract process: At the end of the contract all user accounts are disabled and deleted.

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: Practitioner interface is optimised for desktop service but can be used on a mobile device.; Patient end users can access the service via their smartphone, tablet or desktop.
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Library can be customised and updated via customer admin contacting customer service at no extra cost.; ; Portal can be branded with customer branding as part of the portal creation for an extra cost

Scaling

• Independence of resources: Each customer organisation has there own dedicated server so is not affected by other users.

Analytics

• Service usage metrics: Yes
• Metrics types: Analytics include login behaviour as well as detailed user events that log what practitioners deliver to patients/parents as well as when end users open and engage with delivered content.; In addition, there is an overview of library usage by end users showing a ranked list of popular content and pages.
• 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: Yes
• 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Other
• Other data at rest protection approach: We outsource all the physical restrictions over to Microsoft Azure. Their role is to restrict who can enter their data centres and access the servers.
• Data sanitisation process: No
• 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: Admins can request an export of their data which is delivered to them as a CSV spreadsheet or Excel spreadsheet.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel Spreadsheet
• Data import formats: CSV

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: Customer Service is available during UK office hours (9am-5pm) with reply within 2 hours. There is no refund program currently but we have never replied after 2 hours with our current client organisations.
• Approach to resilience: Data centre set up information is available on request.
• Outage reporting: Services outages are reported directly to organisation admins via email.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Users have different access levels to the eCare system namely:; Practitioner access; Patient Access; Organisation Admin Access; Essential Parent Admin Access; Developer Access
• Access restriction testing frequency: Never
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We are working towards Cyber Essentials and a DTAC and eCare has been formally assessed by ORCHA in 2022 with a score of 75% (with a report in the ORCHA library). ; We also align with the NHS Data Security and Protection Toolkit assessment.
• Information security policies and processes: Our DPIA is available on request and includes details of our Information Security Policy, including but not limited to; Authority and access control policy; Data classification; Data support and operations; Security awareness and behaviour

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have regular meetings between our information governance team and developer team to make sure that new functionality and development is assessed for potential security impacts before implementation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Essential Parent team all complete annual NHS data security training that aligns with NHS Data Security and Protection Toolkit.; In addition, the development team have a strong background in data security (including working in financial services) and monitor the major security news sources such as CERT.; Deployment of patches is be assessed on a case-by-case basis. Anything high risk would be dealt with ASAP. Low-risk threats would be dealt with as appropriate.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Deployment of e.g., security patches is be assessed on a case-by-case basis. Anything high risk is dealt with ASAP. Low-risk threats are dealt with as appropriate.
• Incident management type: Supplier-defined controls
• Incident management approach: Users report incidents via their appointed organisation admin.; All security enquiries and incidents are assessed by our Data Protection Officer and Lead Developer. If the incident is assessed as a risk an internal report is completed detailing the incident and resolution of the incident.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  The Essential Parent eCare e-delivery system is designed to transfer paper delivery of health information (leaflets etc.) to a paperless service where patients receive links to videos, articles and digitised leaflets (e.g., PDFs) direct to their smartphones or devices.; Our eCare system also always remote support of patients/parents which reduces the carbon footprint of practitioners and patients who can reduce travelling to face to face appointments.
• Covid-19 recovery:

  Covid-19 recovery

  The Essential Parent eCare e-delivery system allows remote support of parents and patients which allows practitioners to reduce the backlog of support requests from patients/parents/carers/other end-users.; The system can also be used under lockdown conditions to support patients/parents/carers/other end-users with information self-service which helps to support end-users who have had missed assessments during the pandemic. ; Our e-delivery system is being used as part of the framework to develop new family hubs across the UK.
• Tackling economic inequality:

  Tackling economic inequality

  Health Innovation Manchester (the Manchester AHSN) published an evaluation of the eCare delivery system in Greater Manchester.; The evaluation reported that the system tackled economic inequality with significantly higher user and engagement in wards with the highest deprivation levels.; In addition, parents from ethnic minorities and parents with english as a second or third language were significantly more likely to register and engage with the information sent to them via eCare. The full evaluation if available on request.
• Equal opportunity:

  Equal opportunity

  The eCare delivery system supports equal opportunities by providing both mums, dads and other carers with their own accounts and access to information about their child's health and development.; This means that all parents and carers are able to be fully involved in their child's life and health meaning that e.g., all the health admin doesn't fall on one parent e.g., the mother and that other carers e.g., the father can still have access to helpful information even if they are not able to attend appointments about their child during normal work hours.
• Wellbeing:

  Wellbeing

  The first priority of the eCare library and e-delivery system is to provide patients/parents and carers with evidence based information to help them understand how to improve and optimise the health, mental health and development of their children as well as their own health and mental health. We work with many organisations e.g, The Samiritans who are dedicated to supporting adults and children in the UK.; In addition, The eCare delivery system supports provides both mums, dads and other carers with their own accounts and access to information about their child's health and development. This means that all parents and carers are able to be fully involved in their child's life and health meaning that e.g., all the health admin doesn't fall on one parent e.g., the mother and that other carers e.g., the father can still have access to helpful information even if they are not able to attend appointments about their child during normal work hours.

Pricing

• Price: £18,000 to £60,000 a licence a year
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 rebecca.chicot@essentialparent.com. Tell them what format you need. It will help if you say what assistive technology you use.