MEG Support Tools

MEG

MEG is a cloud-based healthcare Quality Management System (QMS), delivering streamlined quality, patient safety and regulatory/accreditation compliance across organisations. A suite of powerful web and mobile modules provides capabilities including paperless Auditing, Quality Improvement & Action Plans, Incident Reporting, Patient Feedback & Complaints Handling, Document Management, and real-time Reporting.

Features

  • Go paper-free; capture inspection data and complete audits digitally
  • Create action plans, delegate and track tasks, set trigger alerts
  • Report incidents in real-time, quickly and accurately
  • Customisable management reports to bring your data to life
  • MEG's LRMS (Risk) module aligns with the LFPSE requirements
  • Make your data meaningful with insightful, appealing dashboard and reports
  • Set up trigger alerts for deviations from performance benchmarks
  • Compare performance between different hospital areas
  • Customisable by client for different audits, question sets, answers
  • Store and manage your documents in an organised setting

Benefits

  • Enjoy paperless workflows, typically halving inspection and audit times
  • Understand performance across hospital(s), department or ward
  • Create action plans to identify issues and fix non-compliances faster
  • Produce appealing, insightful and sharable reports in minutes
  • Get a quick snapshot of compliance across your hospital
  • Gain clarity and assurance with performance tracking and audit trails
  • Work flexibly using mobile or desktop devices, online or offline
  • Improve staff engagement and accountability with the easy-to-use mobile app
  • Ensure timely auditing by scheduling audits on calendar
  • Assign tasks and sub-tasks to relevant departments

Pricing

£10 a unit a year

Service documents

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

Framework

G-Cloud 13

Service ID

7 4 3 9 3 3 8 3 9 0 2 2 4 0 1

Contact

MEG Support Tools Helga Morrow
Telephone: 020 3322 5406
Email: enquiries@megit.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
We aim to support latest versions of popular browsers and we are backwards compatible with older versions of browser and operating systems multiple versions behind.
The app requires Internet access to log in and upload data, but can nevertheless be used offline during inspection.
If data collection using a mobile device is required, MEG is compatible with iOS and Android OS, multiple versions behind.
System requirements
  • Recent version of a supported web browser
  • Internet Access
  • Software license required to use

User support

Email or online ticketing support
Email or online ticketing
Support response times
We aim to respond to clients within 4 working hours for high-level support issues and within 24 hours for normal level support issues during weekdays.
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
No
Onsite support
Yes, at extra cost
Support levels
Online, email, and phone support are included within the software licence fee. On-site support will be provided at a cost of £900 per day excluding VAT.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Users will be provided with all the material needed to get started with the application: User guides, support documentation, how-to videos.

Onsite and/or online training is provided for customers who require a supported implementation, along with set-up support. All of this can be tailored to a specific client's needs.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats
YouTube tutorial videos
End-of-contract data extraction
MEG will provide the client with its data in an electronic csv or Excel format for compatibility with future systems.
End-of-contract process
At the end of a contract, MEG will archive or delete the data as per client's request.
If required, MEG will supply the client with its inspection data in electronic csv or Excel format for compatibility with future systems.
All users' access to MEG will be revoked.

If historical data is required in a tailored format, MEG can supply this to the client at an additional cost.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Mobile-optimised page layout is used on mobile devices, but features remain the same as on the desktop version.
Service interface
Yes
User support accessibility
None or don’t know
Description of service interface
Our web portal allows users with sufficient privileges to view reports, review submitted data, and manage the hospital's resources (users, wards, rooms etc.)
Accessibility standards
None or don’t know
Description of accessibility
No limitation for users using accessibility technologies.
Accessibility testing
We've tested the system using text scaling option.
Text scaling feature is built into the mobile app.
API
Yes
What users can and can't do using the API
API can be used to access hospital's resources such as ward structure, audit forms and raw audit data.
API can be used to submit audit data.
Other features are available on request.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
The following can be configured by the client from user dashboard (with specific user credentials):
1. Setting and updating of users passwords.
2. Granting access to auditors to new audits.
3. Setting up and changing of custom audits: editing questions and answers, compliance calculation of question, help text, supporting graphic, order of questions, order of question categories / sections, making questions required/not required, etc.
4. Setting up and changing of sites, directorates, wards, auditor teams, etc.
5. Customisation of audit schedules.
6. Excel download of data can be customised by fields required.

The following can be configured by MEG:
1. Customisable graphs and reports to clients needs.
2. RAG scores per audit.
3. Customisation of QIP (Quality Improvement Plan) dashboard layout.
4. Add signature required to specific audit forms.

Scaling

Independence of resources
We have a strategy in place to ensure that users are not affected by increased demand and we monitor our servers continuously. We also monitor our service levels to ensure sufficient support staff are available to meet customers' needs.

Analytics

Service usage metrics
Yes
Metrics types
Users can view metrics of inspection usage through the Web Portal dashboard.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Yes
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Private key authentication is required to access servers over ssh
Data sanitisation process
Yes
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Users can export their audit data to pdf, Excel, csv formats at any time using built-in options in the dashboard as well as have access to their data in real time via API.
Data export formats
  • CSV
  • Other
Other data export formats
  • Microsoft Excel
  • PDF
  • JSON
Data import formats
  • CSV
  • Other
Other data import formats
  • JSON
  • Microsoft Excel

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
99% service availability, assured by Cloud Service provider
Approach to resilience
Available on request
Outage reporting
Private dashboard and e-mail alerts. Clients will be notified about relevant outages on request (opt-in).

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Developers who have access to the server management interface via ssh must use pivate key authentication. Other, unused, access channels are blocked (telnet, ftp etc) on firewall level.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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
User-defined
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
User-defined
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
QMS International
ISO/IEC 27001 accreditation date
18/02/2022
What the ISO/IEC 27001 doesn’t cover
The scope of MEG's certification is for "The provision, ongoing support, development and maintenance of MEG’s Quality Management Software (QMS) platform for the Healthcare Industry."
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
NHS Data Security Protection Toolkit standards met

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
Internal Security Policies are the direct responsibility of CEO and MEG's Information Security Committee. All team members including Technical, Marketing, Sales and Support must adhere to the policies and report any non-compliance they witness to the CEO. Internal Standard Operating Procedures are in place to ensure this too.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Code changes pass through testing and review processes to ensure all security implications are assessed. If any changes have impact on customers, timeframes for these changes will be agreed with them in advance
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Daily scans of the third party dependencies against vulnerabilities are carried out. Attempts will be made to handle these within 24 hours wherever possible with a maximum exposure window of 5 days. Information may come from multiple channels: our scans, customers contacting our support team, etc.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Compromises are identified via regular code review process. Any issues are addressed immediately after discovery (within 48 working hours).
Incident management type
Supplier-defined controls
Incident management approach
Users can report an incident via e-mail or a form available in the system. Similarly incident reports will be communicated via e-mail if and when an incident is confirmed. MEG is governed by industry-standard Incident Management & Disaster Recovery policy as a part of its ISO27001-compliant Information Security Management System (ISMS) run by its Security Committee who keep a close eye on and monitor incidents and potential 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

Fighting climate change

Fighting climate change

MEG is a remote-first company, meaning the company defaults to work-from-home (WFH) processes and practices amongst the majority of employees.

This has been associated with a reduction in transportation footprint, as employees are no longer engaged in long daily commutes. In addition, with employees adopting more sustainable waste practices at home than at the office, such as recycling, this is having a net positive environmental impact for waste management behaviours.

As a software company whose ethos is embedded in reducing waste and inefficiency in healthcare through digital transformation, MEG is making WFH more environmentally sustainable by:

Embedding a sustainability culture:

To create an environmentally sustainable and climate-friendly culture, MEG is proactive in making sure that sustainability considerations are routinely embedded in every company decision across all departments. For example, remote meetings are encouraged as the default over ‘in person’ and air travel has drastically reduced in favour of ‘online meetings’ early on in customer engagement process.

Providing supportive policies:

For employees who do choose to work in the office, MEG offers Cycle-to-Work and public transport commuter schemes and encourages employees to take part. The benefits are reduced traffic congestion and carbon emissions, as well as financial and health benefits for employees.

We also seek input and suggestions from our employees about additional desired policies and structures that appeal to them.

Think global, act local:

Depending on where our workforce is located it may be more appropriate to focus attention promoting emissions reduction from cooling versus heating, or both. The point being that a one-size-fits-all approach won’t work. Instead, when designing and promoting environmentally sustainable WFH policies, we take into consideration the unique circumstances of our employees as well as the characteristics of our business operations to identify the most relevant behaviours.
Equal opportunity

Equal opportunity

MEG is committed to a diverse and varied workplace in our hiring processes, training and evaluation of our employees.

We are committed to inclusivity and equality as part of our workplace and community, through our business partners, suppliers and customer service. We believe in:

• Providing equal opportunities and recognising the importance in gender pay gap equality;
• Integrating messages of a safe and accepting multicultural work environment in our internal and external publications;
• Creating a flexible and accessible environment through adapting different equipment and tools to the unique needs of people with special needs etc.

We are committed to being an equal opportunity employer and we do not discriminate anyone for any reason, whether race, colour, age, gender, sexual orientation, gender identity and expression, ethnicity, religion, family status, social origin, disability, union membership or political affiliation.

Presently, MEG predominantly carries out its recruitment processes in-house. Where additional recruitment expertise is required, MEG uses only specified, reputable employment agencies to source labour and always verifies the practices of any new agency it is using before accepting workers from that agency.

We are committed to treating our employees equally in compensation and benefits, by supporting employees with their needs.

We are committed to creating a conscious culture and promote open communication as part of our inclusivity and diversity.

More details on relevant MEG policies can be found within the following statement on the website: https://www.megit.com/modern-slavery-and-human-trafficking-statement

Pricing

Price
£10 a unit a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
This includes:

1. Access to app within the customer organisation
2. Trial expires after one-two months
3. Online/email/phone support
Link to free trial
https://www.megit.com/contact

Service documents

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