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HEALTH2WORKS LIMITED

Recap Health

Recap Health enables NHS Trusts, clinical networks and teams to share trusted patient education information (videos, leaflets, trusted webpages) with patients.

Patients view their information on secure personal homepages. They become better informed and self-care more effectively.

Providers realise utilisation & efficiency savings and gain data on content consumption patterns.

Features

  • Send patient information in pre-designed packs e.g. recovery pack
  • Auto-send educational information when patients register
  • Send content to groups of patients or individual patients
  • Updated content is automatically sent to all previous recipients
  • Favourite folders offer patients quick access to regularly used information
  • Data dashboards show useage data & patient feedback on content
  • Manage content in one place, using review & expiry dates
  • Export use data for impact analysis: outcomes and readmission rates
  • Secure personal homepages for patients to view their educational information

Benefits

  • Provide a more professional service to patients
  • Patients become more knowledgeable, confident and better at self-care
  • Realise financial savings as utilisation decreases and re-admissions rates improve
  • Improve the quality of patient information via ratings and feedback
  • See which patients view the information you send to them
  • Increase impact of outpatient appointments, video and telephone consultations and
  • Help patients maintain health whilst on waiting lists

Pricing

£25,000 to £299,500 a licence 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 steve@health2works.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

7 6 3 6 5 6 8 4 4 2 1 6 4 7 0

Contact

HEALTH2WORKS LIMITED Steve Pashley
Telephone: 0800 0698214
Email: steve@health2works.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
No constraints.
System requirements
Modern web browsers

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response times vary from 30 mins to 1 working day, depending on severity of issue being reported.

Unless incident is reported as critical (P1) we reply during normal support hours (9am - 6pm - Monday to Friday, excl Bank
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 A
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Onsite support
No
Support levels
We provide technical support to customers. 9 - 6pm Monday - Friday via a ticketed email service.

Support levels vary depending on the severity of reported issues:

P1 - Critical or major defect affecting all users - 30 mins initial response / 4 hour resolution target

P2 - Major defect affecting significant number of users - 4 hours initial response / 2 days resolution target

P3 - Functionality not available to small number of users - 1 day initial response / 5 days resolution target

P4 - General query or standard request - 1 day initial response / 10 day resolution target

The cost of this technical support can be bundled into a renewable licence charge a customer pays or it can be subject to a separate hosting, support and maintenance agreement.

An escalation process is standard in all.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Customers are encouraged to buy implementation support time with the use licence. This can be by the day, on a pay as you go basis, or in discounted 10 or 30 day packages.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
CVS extract of all requested data.
End-of-contract process
This depends on the agreement in place with the customer. Typically all personal data is either destroyed or provided back to the Customer as Data Controller.

There is no additional cost for this service.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
No difference in functionality.
Service interface
No
User support accessibility
WCAG 2.1 AA or EN 301 549
API
No
Customisation available
Yes
Description of customisation
- Customised taxonomy for displaying patient education material to clinicians
- Customised services and teams to aid data reporting and operational use
- Url/ landing page
- Local branding
- Locally sourced and curated patient education material information can be augmented with content supplied from a range of suppliers on

Scaling

Independence of resources
The server process is hosted by Heroku on Amazon Web Services. New instances and storage capacity is created elastically as demand increases.

Analytics

Service usage metrics
Yes
Metrics types
Registration rates by team, service and organisation
Content 'read rates' by user
User feedback on content received
User ratings of usefulness of service
Details of clinicians and patients invited and registered on Recap Health
Content prescribed (by clinician)
'Read rates' over time by content and patient
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • Other locations
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
‘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
Data sanitisation process
No
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
Patients can't export their data. Clinical teams can. Some data can be exported directly from the application via a data schema available for manual export.

Additionally, authorised staff of a customer can be given exports on request showing:
- Details of clinicians and patients invited and registered on Recap Health
- Content prescribed (by clinician)
- Content opened (by patient) over time
- Patient and clinician feedback about each item of content
- Results of any self care activation surveys completed by patients as registered
Data export formats
CSV
Data import formats
Other
Other data import formats
  • PDF
  • Weblinks (URLs)
  • Video embed codes
  • PNG (images)

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
Minimum 99.9% service availability. No refund scheme in place unless service contract with a customer specifies this.
Approach to resilience
Recap Health is hosted on Heroku, a high-availability web application hosting platform based on Amazon Web Services (AWS). Applications are monitored continuously and are re-started or scaled as appropriate automatically. The service has been running continuously on this platform for over 7 years. We run 2 application servers. We run a high availability data base cluster. Both are designed to enhance resilience. More information available on request.
Outage reporting
Outages are reported to us in real-time on a public dashboard and via API and email alerts. If an outage occurs we report to customers, as determined by the terms of their support service contract.

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Management interfaces restricted by user role. Sys Admin functions are limited to a known group of users. Privileges are limited to 'must have' basis. Root access account is never used for administration. Production environment requires 2 factor authentication for access.
Access restriction testing frequency
At least every 6 months
Management access authentication
2-factor authentication

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
Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification
No
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 and Protection Certification
  • NHS DTAC Assurance
  • NHS DPIA Assurance

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
  • CSA CCM version 3.0
  • Other
Other security governance standards
We meet NHS Data Security and Protection Toolkit requirements.

We also have Cyber Essentials certification.

Finally, our customers, NHS Trusts all practice rigorous Information Governance assurance processes requiring DTAC and DPIA assurances. We always must comply with these standards as assessed locally by each customer.
Information security policies and processes
The Director of Technology reports to the Board on a quarterly basis on any information security concerns or activities. He also is the responsible officer for ensuring the Data Protection Policy and Data Breach Policy is understood and applied throughout the organisation.

The Director of Technology owns the master credentials to IT resources. Access is given on a least necessary authority basis i.e. only enough access to complete the task at hand. All logins are protected by 2FA. There are no anonymous accounts.

All staff receive IT Security training, in line with our self certification requirements of the NHS Data Security and Protection Toolkit standards.

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
All components are kept in a GitHub private repo. We use a gitflow for branch management. All changes are made on a feature branch. Branches are reviewed before merging to master.

Deployments are done automatically from GitHub to Heroku. Promotion from test environment to staging and production is automated so there are is no room for human error. Releases can be rolled back to the last known good release automatically.
Vulnerability management type
Undisclosed
Vulnerability management approach
We automatically monitor CVE reports and implement recommended security patches on a regular basis. Our hosting provider upgrades infrastructure automatically. We can deploy new versions of the application with zero down-time. New versions of the app can pass through our gitflow in a matter of minutes.

We also run and remediate an annual Penetration test (PEN test) using a CREST certified service or a service recommended by NHS Digital and built by CREST accredited penetration. We are required to show no outstandig medium or high vulnerabilities as part of Customer (NHS) local IG checks.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Suspicious login attempts are reported and logged to a logging service.
Investigation and remedy of security breaches are top priority but we have not had to respond to a breach as yet. We have successfully defended against a denial of service attack in 2017.
Incident management type
Undisclosed
Incident management approach
Events are reported to a publicised email address. The technical staff monitor that channel and respond.

We have an issue ticket system that tracks incidents and prioritises responses on a P1 to p4 basis.Users can escalate issues via this system .

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Wellbeing

Fighting climate change

Recap Health enables customers to go 'paper free' when distributing educational content to patients.

Wellbeing

Recap Health enables NHS Trust customers to send trusted primary and secondary prevention education information to relevant patients.

Pricing

Price
£25,000 to £299,500 a licence a year
Discount for educational organisations
No
Free trial available
No

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 steve@health2works.com. Tell them what format you need. It will help if you say what assistive technology you use.