PRIMARY CARE IT LTD

Primary Care IT - Foundation System Optimisation

Primary Care IT provides software tools and services that optimise primary care clinical systems, including EMIS Web, TPP SystmOne and Medicus. Solutions support safe, efficient care delivery, accurate reporting and data quality, and include system configuration, analytics and specialist primary care consultancy.

Features

• Automated workflows reducing administrative burden across clinical and operational tasks
• Structured data capture improving accuracy, consistency, and compliance at entry
• Embedded clinical prompts supporting safe, consistent decision-making at care point
• Native integration with EMIS Web, TPP SystmOne and Medicus platforms
• Role-based access supporting safe delegation across multidisciplinary primary care teams
• Embedded referral pathways within standard clinician workflows to reduce delays
• Configurable tools tailored to local enhanced services commissioning requirements
• Patient data insights supporting population health management and service optimisation
• Secure cloud-based access supporting remote use and business continuity planning
• Audit-ready activity recording supporting payments, assurance and contractual compliance

Benefits

• Reduce administrative workload allowing staff to focus on patient care
• Direct patients to appropriate clinicians first time, improving outcomes safely
• Improve data quality, enabling accurate reporting and confident decision-making processes
• Streamline workflows across practices and PCNs, reducing duplication and delays
• Support safer care through better information, visibility, and clinical context
• Increase income by accurately capturing activity linked to commissioned services
• Enable effective care navigation, reducing inappropriate appointments and rework effort
• Save NHS resources by routing patients to most appropriate services
• Improve staff confidence through clear, structured, and role-appropriate processes workflows
• Deliver consistent service delivery across organisations despite workforce pressures nationwide

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 dustyn@primarycareit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

675335307552333

Contact

Dustyn Saint
03333 443678
dustyn@primarycareit.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Our software works with General Practice systems (Electronic Patient Records) such as Optum and their EMIS Web system, TPP and their SystmOne system and Medicus Health and their Medicus system.
• Cloud deployment model: Private cloud
• Service constraints: None that we are aware of.
• System requirements:
  • Modern Browsers (IE 10/11+, Firefox, Chrome, Safari 9+, etc)
  • Devices running EMISWeb or SystmOne

User support

• Email or online ticketing support: Yes
• Support response times: Our core support is provided Monday to Friday 8am to 5pm, excluding Bank and Public Holidays.; ; Non-core support is provided Monday to Friday and over the weekend and Bank and Public Holidays, from 5pm to 8am.; ; Between 8am and 5pm (as above) customers can call us on 03333443678 or via webchat at: www.primarycareit.co.uk; ; Our ticketing can be accessed anytime at: https://support.primarycareit.co.uk/portal/en-gb/newticket
• 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: Our core support is provided Monday to Friday 8am to 5pm, excluding Bank and Public Holidays.; ; We aim to resolve all issues as swiftly as possible, and in no more than 2 hours in any case.; ; Non-core support is provided Monday to Friday and over the weekend and Bank and Public Holidays, from 5pm to 8am.; ; We will pick up issues raised during non-core hours, at the start of the next core support hours day.; ; Between 8am and 5pm (as above) customers can call us on 01603 259593 or via webchat at: www.primarycareit.co.uk; ; Our ticketing can be accessed anytime at: https://support.primarycareit.co.uk/portal/en-gb/newticket
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We can deploy initial resources within a 2-week period following contract award (subject to appropriate governance assurances and log in details).; ; We fully support practices to customise, implement, "go live" and then optimise our service.; ; We provide a blend of on-site, online, 1-1, 1-few, 1-many training as befits the practice and their needs.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data will be removed from Primary Care IT systems at the end of any contract.
• End-of-contract process: Contractually, if a customer decides to stop using our service, we simply deactivate it on the agreed date and payment stops. It's a very straight forward process and all data on our systems is deleted.
• 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: Our service works the same on mobile or desktop.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Users access our services through their normal desktop, laptop or mobile interface (eg: browser, IoS, etc), as part of the accessing their General Practice Electronic Patient Record system solution (such as EMISWeb, SystmOne or Medicus).; ; Our software is embedded in these GP systems, and is used in conjunction with them, seamlessly.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: We have not done any testing against assistive technologies, although the General Practice suppliers who's software we run on top of/as part of, may have.
• API: No
• Customisation available: Yes
• Description of customisation: Our service enables customers to customise it in various ways, including the flow of the signposting, the types of staff involved, the clinicians or clinical teams used, local information such as practice names, locations, etc. It is fully customisable.; ; We would normally set this up at implementation, and there would be a local customer super user (often the GP IT Lead, Practice Manager or Senior Administrator) who can then customise our service over time as changes occur.

Scaling

• Independence of resources: Our service adds intelligent value and remarkable insights over and above the practice management systems in use.; ; As such, and as we rely on their solutions to deliver our services, the scaling of resources is managed by the likes of EMIS Health, TPP or Medicus (other GP systems vendors do exist, although these are the main players), and rely on the service level agreements they have in place with the NHS.

Analytics

• Service usage metrics: Yes
• Metrics types: We can provide a range of service metrics including:; ; Usage of our triage toolset; Staff activity reporting
• Reporting types: Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Developed Vetting (DV)

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: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: Users would not use our service to export their data. Users data is always stored in their practice management system/electronic patient record, where they can do with it what they will.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Not Applicable

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: As our services use the systems hosted by the GP Practice Systems vendors, we can guarantee 100% uptime, however, we are dependent on the system vendors and the service level agreements they have in place with the NHS Transform.
• Approach to resilience: Secure data centres are a requirement for all foundation clinical systems, approved by NHS Digital (now NHS Transform) and Department of Health and Social Care.; ; Given our solutions are embedded within these, we enjoy the same standards.; ; We are compliant with the Data Security and Protection toolkit. We also comply with the standards required by GP IT Futures framework, including incident reporting and an ITIL compliant support desk.
• Outage reporting: Any outages are notified via email alerts, website news publications and our social media channels.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: This is restricted according to a tiered authority level.; ; Users are trained to the appropriate level before being provided with access.; ; Defined escalation policies are in place for differing levels of incident management.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Dedicated link (for example VPN)
  • Username or password

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 are ISO27001 certified and have a full range of information security policies and processes in place.; ; The link to our Information Security Management System shown on our website is available here: https://www.primarycareit.co.uk/primary-care-it-trust-center/
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Available on request. Compliant with Data Security and Protection Toolkit
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Available on request. Compliant with and detailed in Data Security and Protection Toolkit. Cyber Essentials and Cyber Essentials Plus certified.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available on request. Compliant with Data Security and Protection Toolkit. Cyber Essentials and Cyber Essentials Plus certified. Compliant with GPIT Futures requirements.
• Incident management type: Supplier-defined controls
• Incident management approach: We run an ITIL compliant support desk, using continuous monitoring software. Incidents are monitored for using all communications channels - telephone, web form, social media, email communications etc.; ; All incidents are assessed in keeping with NHSD HIMMS reporting guidelines and escalated appropriately according to impact, severity and clinical risk.
• Post-quantum cryptography secure: No

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: Yes
• Connected networks: Health and Social Care Network (HSCN)

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: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: Sunday 26 October 2025
• What the ISO/IEC 27001 doesn’t cover: No areas of the business are excluded
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 9e6035e8-af01-43b9-bf58-b14133c6157c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: A8374b67-494c-49c5-88e0-a3997c0f97c0
• Other security certifications: Yes
• Any other security certifications: Data Protection and Security Toolkit

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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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 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
    • 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
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk

  • 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
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation 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 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)
    • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract

  • 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
    • 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
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • 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
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • 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

  • 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
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce

  • 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 dustyn@primarycareit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.