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

£25,000 to £299,500 a licence a year

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 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

763656844216470

Contact

Steve Pashley
0800 0698214
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

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