CARESTREAM DENTAL LIMITED

Sensei

Sensei Cloud from Carestream Dental is a fully Cloud based Dental Practice Management Software designed for both general dentists and orthodontists. Using decades of experience and knowledge in the development of practice management software Carestream Dental has created a modern cloud software.

Features

• Dental Practice Management Software for managing appointments
• Clinical diaries
• Patient information
• Clinical information
• Patient interaction

Benefits

• User-focused design
• Inherent scalability
• Advanced multitasking
• Powerful business functionality
• Integrability (via open API/HL7)
• Microsoft Azure Cloud Platform
• Adaptable charting
• Personalized scheduling preferences
• Imaging Integration
• Centralized multi-clinic environment

£135.00 to £185.00 a licence

• 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 GB-DDI-salesprojects@csdental.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

713936219092976

Contact

Debbie Pope
07741519284
GB-DDI-salesprojects@csdental.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Bi-weekly system updates, Sunday AM, however user impact is unlikely.
• System requirements:
  • Intel core i3 or later
  • 8GB RAM recommended
  • 1Gb of free space recommended
  • Monitor capable of 1440x900
  • Google Chrome or MS Edge web browser
  • 10 Mbps down / 10 Mbps up
  • 4G mobile broadband, 5G/LTE recommended
  • Actively supported version of Windows 10 or higher

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Average response time (2023) using chat during working hours is under 30 seconds.
• User can manage status and priority of support tickets: No
• 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: None or don’t know
• How the web chat support is accessible: Accessible via Sensei Cloud
• Web chat accessibility testing: We utilise Zendesk chat within the Sensei cloud application.
• Onsite support: Yes, at extra cost
• Support levels: All Azure cloud server system monitoring and maintenance is provided by Carestream Dental. ; ; Each enterprise customer has a named Customer Manager who is available to respond to problem escalation and be a key point of contact during implementation and during the lifetime of the project.; ; First Level Support – End users: Sensei Cloud provides integrated support using live web chat that utilises state of the art artificial intelligence. Level 1 resource will be able to handle basic requests and problems with the everyday use of the product, and the integrated environment. ; ; Second Level Support – System Administrators: Second Level Support, conducted remotely by CSD, consists of the resolution of more advanced incidents and questions and intake for Level 3 complex incidents and questions. Level 2 resources must do troubleshooting of requests and incidents, including requests for service(s) requiring explanation, research, or desk-side support. Responses require indication if the incident described derives from a defect in a CSD Product alone, in a defect of a third-party product alone, or in the integrated environment. ; ; Third Level Support – System Administrators: conducted remotely by CSD, consists of major interventions on the level of particular configurations, atypical operational situations or behaviour of the solution.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Setup a sandbox for the client. We provide onsite training, online training, and user documentation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Through Carestream Dental's Conversion Team
• End-of-contract process: Falls into a 12 month rolling contract unless a written cancellation is received with 90 days' notice.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We have a mobile version due in 2024
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: By approaching CSD and for us to give permission. Only authorised parties can use our API.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Letters and text customised by authorised individuals.

Scaling

• Independence of resources: Uses a highly scalable model based on MS Azure platform. Multiple capabilities to aid scaling. There is a Load balancer in place with alerts that measure key metrics. We scale as soon as these key monitored metrics are being reached. The load balance determines where to route customer requests based on load.

Analytics

• Service usage metrics: Yes
• Metrics types: Only on request, Response Time, First Time Fix, Resolution Time
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to 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: 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 CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Carestream Dental (CSD) shall export and provide Customer’s Data to Customer in a form and/or format that is utilized by CSD, at the time of the request, for such data export upon receipt of (a) Customer’s written request for such data export; and (b) advance payment to CSD by Customer of CSD’s then current data export fee. CSD’s obligation to make available such data export service shall begin upon the date of expiration or earlier termination of the Supplement and shall extend for a period of sixty (60) days
• Data export formats: CSV
• 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: We would be more than happy in signing a service level agreement based on our current priority levels. ; ; Call priority levels ; ; Level 1 – High priority fault ; ; A high priority fault is one which prevents a single user or group of users from accessing or using whole or part of the system and for which there is no workaround solution. ; ; Level 2 – Medium priority fault ; ; A medium priority fault is one which prevents a single user or group of users from accessing or using the whole or part of the system and for which there is a short-term workaround solution. ; ; Level 3 – Low priority fault ; ; A low priority fault is one which requires attention but does not impair the use of the system. ; ; Level 4 – Very low priority fault ; ; A very low priority fault is one which does not require immediate attention but would be a benefit for a future version
• Approach to resilience: Available on request
• Outage reporting: We have a public dashboard https://csdental.statuspage.io; ; You can subscribe to regular updates.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Access to our management portal is available to CSD employees only, via our SSO.
• Access restriction testing frequency: At least once a year
• 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 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: MS Azure
• ISO/IEC 27001 accreditation date: https://learn.microsoft.com/en-us/azure/compliance/offerings/offering-iso-27001
• What the ISO/IEC 27001 doesn’t cover: Carestream Dental IT processes and policies are aligned to ISO 27001, all our systems are hosted within ISO 27001 certified data centres, included Sensei Cloud which is hosted within Microsoft Azure, https://learn.microsoft.com/en-us/azure/compliance/offerings/offering-iso-27001
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: Data Security and Protection Toolkit

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: Carestream Dental (CSD) are Cyber Essentials Certified. ; ; Furthermore our own IT processes and policies are aligned to ISO 27001, all our systems are hosted within ISO 27001 certified data centres, included Sensei Cloud which is hosted within Microsoft Azure, https://learn.microsoft.com/en-us/azure/compliance/offerings/offering-iso-27001; ; DSP Toolkit evidence also attached as part of submission: ; ; ODS Code: 8HJ52; Latest Status and date published: ; Status: 22/23 Standards met; Date Published: 27/06/2023; https://www.dsptoolkit.nhs.uk/OrganisationSearch/8HJ52

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We have a policy GSOP-0127 Information Security Policy Rev 04.; ; Azure reviews and updates configuration settings and baseline configurations of hardware, software, and network devices annually. Changes are developed, tested, and approved prior to entering the production environment from a development and/or test environment. The baseline configurations that are required for Azure-based services are reviewed by the Azure security and compliance team and by service teams. A service team review is part of the testing that occurs before the deployment of their production service.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Outlined in GSOP-0127 Information Security Policy Rev 04.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Outlined in our GSOP-0131 Breach Management and Notification Policy Rev 2.; ; Azure security has defined requirements for active monitoring. Service teams configure active monitoring tools in accordance with these requirements. Active monitoring tools include the Microsoft Monitoring Agent (MMA) and System Center Operations Manager. These tools are configured to provide time alerts to Azure security personnel in situations that require immediate action.
• 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: Microsoft takes the following actions: (1) Promptly notifies the customer of the security incident.; (2) Promptly investigates the security incident and provides customers detailed information about the security incident.; (3) Takes reasonable and prompt steps to mitigate the effects and minimize any damage resulting from the security incident. An incident management framework has been established that defines roles and allocates responsibilities. The Azure security incident management team is responsible for managing security incidents, including escalation, and ensuring the involvement of specialist teams when necessary. Azure operations managers are responsible for overseeing the investigation and resolution of security and privacy incidents."

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Carestream Dental is committed to achieving Net Zero emissions by 2050. We have a Carbon Reduction Plan in place which can be provided. ; ; Our digital dental imaging Improving the Global Community by eliminating Silver Mining Waste & Exploitation:; ; o Our digital imaging systems eliminate the need for Silver halide image processing, so no silver consumption is required for image processing.; ; o The largest consumers of silver have been photographic and radiographic film manufacturers - Silver mines are largely located in Latin America – Where mining for precious metals has been a controversial safety and environmental topic for many years.; ; o By eliminating silver demand in dental imaging we eliminate the need to extract and chemically process silver with harsh and toxic chemicals that are released into the environment.; ; o We lesson the extreme pressure put on silver mines – where mines in places like Boliva are near collapse and compromise the environment and human safety. https://www.theguardian.com/global-development/2014/jun/24/bolivia-cerro-rico-mine-mountain-collapse-miners

  Covid-19 recovery

  We have a COVD-19 Policy in place which can be shared upon request.

  Equal opportunity

  We have a Equal Opportunities Policy that can be provided upon request. Carestream Dental Limited is an equal opportunities employer. This means that Carestream Dental Limited will make every effort to ensure that there is no discrimination or harassment on the grounds of colour, race, nationality, religion, ethnic origin, disability, age, gender, marital status or sexual orientation and offending background, in the way that the Company treats its’ employees, job applicants and visitors. This policy can be read in conjunction with the Disabled Workers Policy. In issuing this policy the Company has three main objectives. Firstly; to encourage employees to take an active role against all forms of harassment and discrimination; Secondly; to deter employees from participating in harassment or discriminatory behaviour and thirdly, to demonstrate that employees can rely upon the Company’s support in cases of harassment or discrimination at work. The Company is committed to a working environment that offers equal treatment and equal opportunities for all, so that everyone is able to progress to their true potential. This policy applies to all aspects of the Company’s working practices and therefore applies to the recruitment and selection of employees, terms and conditions of employment, training, salary, work allocation, promotion and disciplinary procedures. Carestream Dental Ltd select all candidates for interview based on their skills, qualifications and experience. The Company’s recruitment, selection, promotion procedures, general policies and practices will be periodically reviewed to ensure that this equal opportunities policy is being implemented.

  Wellbeing

  Carestream Dental has a very progressive and proactive approach to supporting the mental health and welfare of its employees. The recent global pandemic has brought this issue to centre stage, but here is a list of our support mechanisms and strategies. ; ; Carestream Dental has identified and trained a group of mental health mentors whose role across our business is to support, help and guide employees with their mental health concerns and issues with both information and practical assistance. ; ; The business launched a HR engagement toolkit in 2021 to all managers which contains advice and support for mental health from a manager to employee perspective. ; ; A global survey was completed in 2021 specifically to gauge the effects of the Covid Pandemic, working from home and the effects on well being and mental health (results available) ; ; Carestream Dental has an Employee Assistance Programme (EAP) available to all employees to provide confidential health & wellbeing support via a 24-hour 365-day helpline and access to clinical professionals. ; ; All managers receive regular mental health awareness training and are actively encouraged to include discussion on this topic in their formal one to ones with their reports. ; ; Several employees are trained Dementia Friends to assist the wider community support and to raise awareness of this important subject. ; ; Carestream Dental runs an annual wellbeing & fun day, where employees are encouraged to come away from their daily tasks in an informal and friendly environment to spend time focused on wellbeing and work-related friendship.

Pricing

• Price: £135.00 to £185.00 a licence
• Discount for educational organisations: Yes
• Free trial available: No

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 GB-DDI-salesprojects@csdental.com. Tell them what format you need. It will help if you say what assistive technology you use.