BUDDY HEALTHCARE (UK) LTD

Care Coordination Platform

The Buddy Healthcare Care Coordination Platform is a cloud-based healthcare software solution that enables organisations to manage and deliver digital patient care pathways. It supports coordinated care through pathway management, patient engagement, secure communications, and structured data collection within a single configurable SaaS application.

Features

• Configurable digital care pathways supporting multiple healthcare services across organisations
• Real-time pathway tracking dashboards with status, alerts and milestones visibility
• Automated patient communications via SMS, email and in-app notifications securely
• Secure two-way messaging between patients, carers and care teams safely
• Digital forms and questionnaires for structured clinical data collection processes
• Caseload and cohort management with prioritisation and exception handling tools
• Cloud-based SaaS platform accessible securely from any internet-connected device location
• Configurable rules, tasks and milestones driving automated pathway workflows management
• Operational reporting and dashboards for service performance monitoring and improvement
• Standards-based APIs enabling integration with clinical administrative systems and platforms

Benefits

• Improve elective patient flow by coordinating care across pathway stages
• Reduce waiting list delays through proactive monitoring and exception management
• Decrease last-minute cancellations via improved preoperative readiness and communication
• Lower administrative burden for elective teams through workflow automation
• Enhance patient experience with clear guidance before and after procedures
• Support remote preoperative engagement reducing unnecessary hospital attendances
• Enable teams to prioritise elective cases based on risk status
• Improve visibility of elective recovery progress across services and sites
• Integrate elective pathways with existing systems reducing duplication and errors
• Support scalable elective recovery delivery aligned with NHS recovery priorities

• Education pricing available

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

Framework

G-Cloud 15

Service ID

687667345372394

Contact

Gary Birks
+447476946968
sales@buddyhealthcare.com

About the 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: No
• Cloud deployment model: Public cloud
• Service constraints: The service is available 24/7 with a target monthly availability of 99.8%. Planned maintenance, installation, or changes may require temporary service suspension, typically scheduled outside standard working hours (evenings, weekends, or bank holidays). Planned interruptions will not exceed two hours and are excluded from availability calculations. Buyers will be notified in advance of any planned suspension, and Buddy Healthcare will minimise disruption.
• System requirements:
  • Clinical dashboard accessed via latest Edge, Chrome, Safari, Firefox browsers.
  • Patient mobile application supports Android version 6 or later.
  • Patient mobile application supports Apple iOS version 12 or later.
  • Internet-connected device required for clinical and patient access.
  • Supports two latest major iOS versions at all times.
  • Supports approximately ninety percent active Android and iOS versions.

User support

• Email or online ticketing support: Yes
• Support response times: User support is provided via email during service hours, Monday to Friday, 7:00–15:00 GMT (UK). Support requests are responded to within service hours. Incident response times vary by priority: critical incidents are responded to within 30 minutes, major incidents within 2 hours, and minor incidents within 8 hours. Service requests are responded to within 16 hours. The software service is available 24/7, however user support is not routinely available at weekends or bank holidays, and response times may be longer outside service hours.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: Yes
• Support levels: Buddy Healthcare provides a single standard support level for all customers, included within the service subscription at no additional cost. User support is delivered via email during service hours, Monday to Friday, 9:00–17:00 GMT (UK).; ; Incidents are managed in line with defined priority levels. Critical incidents, where the service is unavailable or unusable, are responded to within 30 minutes. Major incidents affecting key functionality are responded to within 2 hours, and minor incidents within 8 hours. Target resolution times are 4 hours for critical incidents, 8 hours for major incidents, and 24 hours for minor incidents. Service requests are responded to within 16 hours.; ; The software service is available 24/7, although user support is not routinely available at weekends or bank holidays, and response times may be longer outside service hours.; ; Each customer is provided with a dedicated Customer Success Manager, who acts as the primary point of contact for service adoption, ongoing use, and coordination with the support team.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Buddy Healthcare supports customers to start using the service through a structured onboarding and implementation process delivered by the Customer Success Team. Each customer is assigned a dedicated Customer Success Manager with experience in clinical services and digital health, who acts as the primary point of contact throughout onboarding.; ; The onboarding process includes requirements gathering, pathway design, platform configuration, system setup, testing, and go-live support. Customers are supported to configure digital care pathways, forms, questionnaires, and communications to meet local service requirements.; ; Training is provided through a combination of on-site training, remote training, train-the-trainer sessions, and end-user training for clinical, administrative, and operational users. Training materials and user documentation are supplied to support ongoing use and local knowledge transfer.; ; User documentation is provided to support day-to-day operation of the Pathway Management Dashboard and Patient Engagement App. Following go-live, ongoing support and optimisation are provided through the Customer Success Manager and standard support channels to ensure successful adoption and continued effective use of the service.
• Service documentation: Yes
• Documentation formats: PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and offboarding documentation is provided in digital format and made accessible to authorised users. Documentation is shared electronically and can be accessed remotely using standard internet-connected devices. Materials include user guides, training resources, and service documentation covering onboarding activities, service use, and offboarding processes. Documentation is updated as required and made available to customers throughout the contract term, supporting consistent access during implementation, live service use, and service exit.
• End-of-contract data extraction: At the end of the contract, users can extract their data from the Buddy Healthcare Care Coordination Platform either through self-service functionality or with support from the Buddy Healthcare Customer Success Team. Data export is provided through the platform’s reporting and analytics module, Care Analytics.; ; Authorised users can generate and download data exports directly using built-in reporting tools. Data can be exported in commonly used formats including CSV, Excel, JSON, PDF, and image formats, supporting onward use, migration, or archiving. ; ; All data collected through the platform, including pathway activity, forms, questionnaires, and usage data, can be extracted. Analytics dashboards and reports can be shared or exported to support structured handover at contract end.; ; Where customers prefer not to self-serve, data extracts can be provided by Buddy Healthcare via a formal service request. Data extraction requirements can be agreed during service initiation and supported throughout the contract to ensure a smooth and secure service exit.
• End-of-contract process: At the end of the contract, Buddy Healthcare supports a structured and orderly service exit in line with G-Cloud exit management requirements. Exit planning is supported throughout the contract term to enable transition to the buyer, an alternative supplier, or service cessation without disruption.; ; Customers can extract all service data using self-service export tools or request supported data extracts from Buddy Healthcare. The service can continue during an agreed termination assistance period to ensure continuity while exit activities are completed. Buddy Healthcare provides reasonable cooperation to support data handover, documentation transfer, and knowledge transfer where required.; ; Standard exit activities included within the contract price are data extraction, provision of service documentation, and reasonable assistance to support transition. Any additional termination assistance, such as extended support periods, bespoke data migration, or additional specialist resources, may incur additional charges where agreed in advance and proportionate to the effort required.; ; All exit activities are managed securely and in accordance with contractual, information governance, and regulatory obligations.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop service, the Pathway Management Dashboard, is used by healthcare professionals to administer, manage, and monitor patient waiting lists and care pathways in real time. It supports care pathway configuration, caseload management, reporting, and secure two-way communication with patients.; ; The mobile service, the Patient Engagement App, is designed for patients and focuses on engagement and self-management. It provides appointment and care scheduling, pre-operative and post-operative questionnaires and forms, medication reminders, educational content, and secure messaging with care teams. Administrative and pathway configuration functions are only available through the Pathway Management Dashboard.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: There is API functionality available but it is not availble to users
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The Buddy Healthcare Care Coordination Platform can be customised to support local healthcare service models and patient pathways. Customisable elements include digital care pathways, assessment forms, questionnaires, Patient Reported Outcome Measures (PROMS) and Patient Reported Experience Measures (PREMS), clinical documantion, patient communications, rules, milestones, alerts, and operational reports.; ; Customisation is delivered using configurable, low-code tools within the platform. This allows changes to be implemented quickly without bespoke software development. Customers may choose to use pre-configured templates based on established care pathways or create new forms and workflows tailored to local requirements. Configuration can typically be completed within hours or days depending on complexity.; ; Customisation is carried out by authorised customer users in collaboration with Buddy Healthcare. Each customer is supported by a dedicated Customer Success Manager who leads implementation and ongoing optimisation. Additional changes and enhancements can be requested through the service request process and managed in line with clinical safety, information governance, and technical assurance requirements.

Scaling

• Independence of resources: The system architecture guarantees high availability of the and performance of the solution, with availability at a minimum of 99.8 percent during service hours . The system architecture includes a load balancer which manages the distribution of traffic between the web nodes in order to achieve high availaility and performance. The system architecture includes a database replica for real time reporting to achieve high availability and performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics are provided on Care Pathway status and usage including patient activation and patient enrolment.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Security Clearance (SC)

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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data directly from the Buddy Healthcare Care Coordination Platform using the Care Analytics reporting and analytics module. Authorised users can self-serve data exports from reports, dashboards, or ad-hoc queries in common formats including CSV, Excel, JSON, PDF, and image formats. Care Analytics supports both visual query tools and advanced querying to enable flexible data extraction. Where required, data exports can also be provided by the Buddy Healthcare Customer Success Team via a formal service request.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Excel
  • JSON
  • PDF
  • Image Formats
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • PDF
  • Image Formats

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Buddy Healthcare guarantees a service availability level of 99.8%, measured on a monthly basis in accordance with the Service Level Agreement. The software service is accessible to users 24 hours a day, 7 days a week. Availability is calculated by subtracting the duration of unplanned service interruptions from the total service hours in the measurement period.; ; Planned maintenance, installation, or change activities agreed with the customer are excluded from availability calculations. Where planned service suspension is required, this is typically scheduled outside standard service hours and will not exceed two hours. Customers are informed in advance of any planned maintenance, and Buddy Healthcare seeks to minimise any inconvenience.
• Approach to resilience: Available on request
• Outage reporting: The Buddy Healthcare service is continuously monitored using automated monitoring and alerting tools that track server availability, response times, resource usage, and system logs. Outages and service incidents trigger automated alerts to the Buddy Healthcare technical maintenance team through on-call and alert management systems.; ; Service status and outages are reported via a public status dashboard, providing real-time visibility of service availability and incidents. Service announcements are also communicated to users through notifications within the Pathway Management Dashboard.; ; Email notifications can be used to communicate planned maintenance or significant service issues where appropriate.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to all system management interfaces and support channels is governed by the Buddy Healthcare ISMS Access Control Policy and enforced through the supporting Access Control System. Access is granted on a role-based, need-to-know, and least-privilege basis, with all users uniquely identified using individual accounts and multi-factor authentication where available. Privileged and administrative access is restricted to authorised personnel and formally approved. Access rights are granted, reviewed, and revoked through defined ISMS processes. Production and non-production environments are segregated, and access to personal data and support tools is limited to authorised users using secure, encrypted connections.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: BHC follow security policies and processes to a certified IS027001 standard assured through a ISO 13485 certified Quality Management System. The Information Security Management System (ISMS) includes the following elements:; 1. Education of Users; 2. Establishment of policies and work standards; 3. Human resources management; 4. Hardware and ICT assets management; 5. Access management; 6. Cryptographic security measures; 7. Physical safety; 8. System operations; 9. Communication security; 10. Purchasing management; 11. Supplier management; 12. Incident management; 13. Business continuity of operations; 14. Compliance and monitoring; ; In order to ensure that policies are followed the whole organisation participates through the scope of responsibility defined in the RACI model (Responsible, Accountable, Consulted, Informed) for each of the roles. The roles incude oversight roles, including top management and the Information Security Officer, to audit and compliance roles, including Internal and External auditors.

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: The configuration and change management process is managed according to the Software Quality Management Plan (SQMP). The plan is assured through an ISO 13485 certified Quality Management System. The SQMP details the management of configuration for the development and maintenance of the software for each software product, for the management of software development cycles, and for the management of software releases. The configuration is managed through defined configuration identification and incremental rules with configuration numbering classifying items as Major, Minor, or Fix parts.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Buddy Healthcare manages vulnerabilities in line with its Business Continuity and Disaster Recovery Plan and ISO-certified Quality Management and Information Security Management Systems. Potential threats are assessed through continuous monitoring of system availability, infrastructure metrics, and centralised security logging using SIEM tools. Automated alerts escalate issues to the technical maintenance team via an on-call alert management system. Threat intelligence is informed by internal monitoring, cloud service provider notifications, vendor security advisories, and recognised security sources. Vulnerabilities are risk assessed and prioritised, with patches deployed promptly based on severity, using planned maintenance windows where required.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Buddy Healthcare manages protective monitoring in accordance with its Business Continuity and Disaster Recovery Plan, assured through an ISO 13485–certified Quality Management System and ISO 27001–aligned ISMS. Potential compromises are identified through continuous monitoring of availability, response times, infrastructure metrics, and log analysis using Security Information and Event Management tooling. Automated alarms detect anomalous behaviour and trigger alerts to the technical team via SMS and group alerting systems. When a potential compromise is identified, incidents are investigated, contained, and remediated in line with incident management procedures. Response times align with SLA priorities, with critical incidents responded to within 30 minutes.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: Buddy Healthcare manages incidents in accordance with its Customer Interaction procedure, assured through an ISO 13485–certified Quality Management System. Pre-defined processes are in place for common service events, including incident classification and prioritisation aligned to the Service Level Agreement. Users can report incidents via email. All incidents are logged in the Customer Relationship Management system and managed through a service incident ticket in JIRA Service Management. Incident reports are provided on closure and summarised through regular account management reviews.

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:
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)

Pricing

• Discount for educational organisations: Yes
• 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: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: SGS FIMKO OY
• ISO/IEC 27001 accreditation date: Thursday 23 May 2024
• What the ISO/IEC 27001 doesn’t cover: Buddy Healthcare holds ISO/IEC 27001:2022 certification for its Information Security Management System (ISMS). The certification covers the information security management of the design, development, operation, and support of the Buddy Healthcare Care Coordination Platform and associated internal corporate systems under Buddy Healthcare’s control.; ; The ISO 27001 certification does not extend to areas that are outside Buddy Healthcare’s direct management or control. These include:; ; Customer-owned or customer-managed IT environments, systems, networks, or infrastructure, including NHS or other buyer environments; ; Third-party systems and services that integrate with the platform, where Buddy Healthcare does not control the underlying infrastructure or security controls; ; End-user devices, local networks, or operating environments used by customers or patients; ; Physical security controls at customer premises or third-party facilities not operated by Buddy Healthcare; ; Applications or services not provided by Buddy Healthcare and not governed by contractual security arrangements; ; Where third-party services are used, Buddy Healthcare manages information security risks through supplier assurance, contractual controls, and ongoing risk management processes in line with ISO 27001 requirements.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: No

Social value

• 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 sales@buddyhealthcare.com. Tell them what format you need. It will help if you say what assistive technology you use.