VITALHUB UK LIMITED

SHREWD WaitLess

SHREWD WaitLess is an easy-to-use smartphone app that helps patients find the quickest care for minor injuries and illnesses. Using real-time waiting times, location and travel data, it directs users to Urgent Treatment Centres, Walk-in Centres, Emergency Departments and pharmacies, improving patient choice and reducing pressure on urgent care services.

Features

• Geolocation of patients and urgent care providers
• Live waiting times for A&Es, UTCs and MIUs
• Live numbers of patients waiting for A&E, UTC and MIUs
• Calculates travel time (drive, walk, public transport) against traffic conditions
• Lists services and treatment types available for each facility
• List opening times and contact details for each facility
• Excludes facilities that are not open at time of arrival
• Prioritises shortest combined waiting and travel time for patients
• Pass through to smartphone mapping applications for directions
• Includes Pharmacy directory of services and locations

Benefits

• Reduce pressure on Accident & Emergency departments
• Divert patients to more appropriate care with lower waiting times
• Proven to reduce costs in delivering urgent care
• Improves efficiency by making use of spare urgent care capacity
• Move activity away from busy units as waiting times increase
• Encourage patients to access care closer to home
• WaitLess provides live routing information navigate you to your destination
• Shows patients which services are available in real time
• Shows patients viable alternatives, comparing location and waiting times
• Proven to reduce A&E attendances and increase UTC activity

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

Framework

G-Cloud 15

Service ID

716763234313636

Contact

Mr. Colin Garrod
+442045833142
operationsuk@vitalhub.com

About your service

• Service categories:

  Applications

  Production and operations

  • Other operations
• Multi cloud support: Yes

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: SHREWD
• Cloud deployment model: Private cloud
• Service constraints: For data feeds from source systems: Requires HSCN connectivity, data provided via web service (other options such as csv / manual upload available). Provider agreement for data sharing (non PI), community & public health providers, care (public and private). The Apple or Android smartphone app requires download from the Appstore or Playstore respectively.
• System requirements:
  • Current compatible web browser
  • Internet connection (2mbps minimum, 5mbps recommended)
  • Capability to extract data from source (e.g. API, webservice)

User support

• Email or online ticketing support: Yes
• Support response times: Immediately by Email
• 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: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: We use the Freshworks web chat widget, which is already designed to meet core accessibility standards such as keyboard navigation and screen‑reader compatibility. Our testing has focused on validating that these features to work as expected for our users. While we haven’t run formal sessions with assistive‑technology users, we rely on Freshworks’ accessibility compliance and supplement it with our own practical checks to confirm usability.
• Onsite support: Yes
• Support levels: Priority and timescale; P1 (High): Full system outage – no users at all can use the system. Resolve 4 hours.; P2 (Medium): Partial system outage – a significant number of users are affected: Resolve: 1 business day; P3 (Low): Minor – a handful of users or a part of the system is not working to Specification: Resolve 3 business days; P4 (Query) : Minimal impact: Resolve 20 business days
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: A pre-sales questionnaire will inform a project plan to undertake the following; - Identify resources and their details to be included on the WaitLess App (A&E, MIU,WIC, other); - Technical work required for setting up feeds for waiting times and numbers attending with a minimum of 10 minute updates.; - Training for those that are required to manually update feeds.; Minimum update frequency is hourly.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • Microsoft Word formats (doc and docx)
  • Microsoft Excel formats (xlxs, xls and csv)
• End-of-contract data extraction: All raw data is real-time and publicly available and retained by the source organisation(s). All data provided over the duration of the contract can be extracted as a CSV at contract end and shared with the relevant organisation.
• End-of-contract process: Source data feeds are switched off and accounts suspended.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Microsoft Word formats (doc and docx); Microsoft Excel formats (xlxs, xls and csv)

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: Functionality is the same across both mobile and web platforms, however data analysis and reporting functions are significantly reduced on mobile devices due to limitations on mobile device capabilities (e.g. limited memory). There are dedicated mobile versions for iPhone and Android platforms.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Various NHS data providers use SHREWD Web APIs to push anonymous data into the SHREWD database. The data shared consists of three fields (IndicatorId, Current Values and Date Timestamp).
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The user interface is tested to ensure compliance is maintained and conforms with WACG 2.2 AA and above
• API: Yes
• What users can and can't do using the API: Various NHS data providers use SHREWD Web APIs to push anonymous data into the SHREWD database. The data shared consists of three fields (IndicatorId, Current Values and Date Timestamp). Customers can extract data using a RESTful API. The SHREWD backend API is restricted to SHREWD UI usage which users cannot access directly.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Treatment centres can be customised to suit each user group and customer admin capabilities to update treatment centre information and data. This is via SHREWD UI using SHREWD internal API, and not directly using customer APIs.

Scaling

• Independence of resources: The primary servers are on a managed cloud provision. Application and server monitoring is in place to monitor the resource usage. Automatic alerts are in place to provision new resources when there is a need to scale.

Analytics

• Service usage metrics: Yes
• Metrics types: Users, Organisations, Indicator, Dashboards, usage stats, performance metrics, metric updates (frequency, total and usage) and feature usage metrics.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: NCSC approved service provider
• Protecting data at rest: Other
• Other data at rest protection approach: Database TDE Encryption
• 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: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Via the application menu, a user can select various export options including the formats listed below
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • Excel
  • SQL
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • Excel

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: The primary datastore is replicated across networks using SSL. File based data transfers are password locked and encryption done using private/public key encryption algorithm.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: The primary datastore is replicated using SSL. File based data transfers are password locked and encryption done using private/public key encryption algorithm on top of TLS.

Availability and resilience

• Guaranteed availability: Planned maintenance is undertaken outside business hours. The Service Commitment target is 99.95%. A Kubernetes cluster and database replicas are used to ensure that the level of availability is maintained.
• Approach to resilience: Non-Disclosure Agreements are in place with all hosting provider suppliers. A risk assessment is undertaken for each supplier, with any required actions (which can include the supplier being subject to a security audit by the hosting provider) are conducted and managed by the Director for Supplier Management in conjunction with the Information Security Manager. All suppliers are audited as part of ISO 27001 third party audit policies, which are in turn assessed by qualified and impartial third-party ISO 27001 compliance assessors. Due diligence is performed on any security impacting third parties prior to selection and appropriate security requirements are built into contractual agreement where necessary. All strategic suppliers are assessed for their Business Continuity provision. Once reviewed the results of the assessment are analysed to assess the supply chain risk with regard to business continuity. Those suppliers considered to be inadequately prepared to deal with a BC scenario affecting their own organisation, which could therefore impact on the hosting provider to continue normal service operations, will be subject to further auditing, via a more detailed questionnaire or onsite at their premises. Third party suppliers are audited at least annually, with a shorter (quarterly) audit cycle for critical suppliers.
• Outage reporting: When the service has a disruption or outage, users are notified through emails and via our support service application

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Other
• Other user authentication: Multi-factor authentication by which all users are required to log in with a username and password as the first step of authentication, followed by a random system-generated passcode received via email to registered email address, mobile number or via a third party authenticator app e.g. Google Authenticator, depending on each user's chosen method of authentication.
• Access restrictions in management interfaces and support channels: Access to accounts that are created for internal admins is limited. Created accounts use two factor authentication to be able to access the interface.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • Other
• Description of management access authentication: Multi-factor authentication for all users, dedicated VPN to beta and admin environments.

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: Between 6 months and 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: Between 6 months and 12 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials, Cyber Essentials plus, DSPT organisation code 8JF22, ISO9001, ISO14001
• Information security policies and processes: VHUK follows the corporate suite of ISO 27001, ISO 9001, NHS Cyber Essentials Plus, and UK GDPR–aligned information security policies, covering governance, access control, asset management, information classification, cryptography, HR and user responsibilities, incident management, operations and network security, physical security, supplier management, change control, design and development, business continuity, internal audit, non‑conformance, customer feedback, and document control. VHUK reports into the Global Security, Compliance, and Privacy governance structure, with local control owners accountable for UK execution. Compliance is ensured through mandatory training, control ownership, evidence collection, internal and external audits, supplier reviews, access reviews, incident response processes, and corrective action tracking.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: VHUK follows ISO 27001 & 9001, NHS CE+, UK GDPR, & SOX‑aligned configuration and change management processes. Configuration items and service components are maintained in the corporate CMDB, with approved baselines applied and monitored for compliance.; Infrastructure, applications and configuration changes follow a formal ITIL‑based Change Management process, including logging, risk assessment, testing, review, approval. Security and privacy impacts like PHI/PII, access control, vulnerabilities and availability are mandatory considerations.; Compliance is ensured through mandatory training, ownership control, continuous monitoring, audits, CAB oversight, evidence collection, incident review and corrective action tracking, ensuring controlled, secure and auditable changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: All servers are covered by a comprehensive monthly patching and maintenance schedule. Any important or urgent patches are applied out of schedule, with important patches within 2 weeks of a patch becoming available, and critical patches within 24hrs. Patches are always applied to Dev, UAT and Staging environments first to prevent issues with production environments.; Servers are actively monitored by a variety of tools including Spiceworks which highlight out of date software version numbers to the internal support team for action.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use tools to monitor logs and highlight potential compromises; anything discovered will be raised to a priority one ticket in our system and responded to within 1 hour. if there has been a compromise this will be remediated and logged as a security incident in our ISO 27001 based business management system in order that it is treated to prevent recurrence.
• Incident management type: Supplier-defined controls
• Incident management approach: VHUK follows ISO 27001 and NHS CE+‑aligned Incident Management Policy and Procedure to ensure incidents are reported, assessed, and resolved promptly to maintain secure and available services. Staff must report incidents immediately to management or Information Security Team. Incidents are formally logged with full details and initial actions taken. Information Security Team assesses severity, coordinates containment, eradication, recovery High‑risk incidents escalated in line with corporate timeframes. Security incidents are recorded within the ISO 27001‑aligned Business Management System to support tracking, root‑cause analysis, corrective actions and prevention. Corporate Security provides oversight, VHUK responsible for local compliance and evidence.
• 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: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bristish Assessment Bureau
• ISO/IEC 27001 accreditation date: Wednesday 30 July 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau
• ISO 9001 accreditation date: Wednesday 30 July 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 6a42672e-b586-48b2-b6c9-f1f6c81c8129
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 42ba2f56-2d16-4cb1-925a-0d87644122b9
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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

  • 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

  • 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

    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Plans for positive actions with community groups.

  • 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
    • Delivery of additional environmental benefits through 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
    • 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
    • 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 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

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