Careium UK LTD

Ethel Care

EthelHub’s intuitive touchscreen interface empowers service users to manage their daily routines effectively. Ethelhub’s large (16 inch) screen is tailor-made for people who have limited dexterity, visual impairments and hearing difficulties. This enables the Ethel solution to work in an optimised way for people to receive remote care and support.

Features

• Remote care and support.
• Hospital Discharge.
• Medication Management at home.
• Virtual Ward/Hospital at home.

Benefits

• Reducing Social Isolation.
• Offers reassurance.
• Bluetooth to check vital signs.
• Reducing pressure on public services and NHS.
• Enhancing healthcare.

£19.60 a device a week

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 uk.sales@careium.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

763970332951451

Contact

Lauren Purser
07773472975
uk.sales@careium.com

Service scope

• Service constraints: User error - however, the Ethel will alert family and/or care teams when a device has been disconnected from WiFi or is plugged off from mains. ; WiFi Outage - The Ethel Care hub is designed with failsafe measures for when WiFi becomes unavailable. If the broadband connection goes down, the devices switch to SIM connectivity ensuring that the service remains uninterrupted. In case of a power cut, the digital unit can remain operational due to its built-in battery backup, offering 48 to 72 hours of service depending upon the product supplied.
• System requirements:
  • Cloud based applications and software.
  • Hosted on AWS servers.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our TEC Monitoring Centre can provide support 24/7/365.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Careium will utilise 30 years' experience and their established A2D (analogue to digital) transition expertise. With a rich history in developing social alarms, Careium has been at the forefront of digital innovation in the industry. Gary Clark, our esteemed Technical Director based in the United Kingdom, champions our A2D initiatives with unparalleled expertise garnered over 19 years of experience, 8 years of which have been within this specialised field. Gary is available to participate in meetings and deliberations, providing strategic insight to facilitate effective product usage.; ; Our support service desk is provided 8am to 5pm this is handled via our Zendesk support ticketing system. we have an email address and phone number that can be provided for support. Response time to tickets within working hours is generally less than 1 hour.; ; Support is provided FOC through the lifecycle of the product lease however vandalism, water damage, device misuse etc would be chargeable to the customer and this is provided within the pricing document.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide online training to help users. Ethel Care provides multiple training sessions. On the web app itself, user guides are provided in pdf and video format. The users to the website will also have access to a chatbot which is designed to answer any question relating to the system.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Mp4
• End-of-contract data extraction: The Ethel solution provides the ability to export their data as a csv, excel or pdf file. This will provide the user a hard copy before their contract ends.
• End-of-contract process: Upon completion of the contract, a comprehensive evaluation will be conducted. This evaluation will include a detailed review of service delivery mechanisms, quality assurance protocols, continuous improvement initiatives, and any challenges encountered with our solution during the contract term. The costs associated with this review are covered under the terms of the contract. Should the service be deemed as no longer required at the end of the subscription period, all equipment must be returned within 14 days to prevent incurring charges for another month. We maintain a stringent procedure for inspecting, sanitizing, and testing returned devices to ensure they are prepared for future users.

Using the service

• Web browser interface: Yes
• Using the web interface: Users will be sent an email from project manager to register for Ethel. User will set up their username and password and customise their display name and language settings. Users can use the web app to make video calls, send messages and media and set up prompts to appear on the member's tablet. All prompts can be edited, duplicated and deleted as required. Users are limited to certain actions depending on the role they have been registered with. There are various roles within Ethel such as Organisation Manager, Project Manager, Staff, Primary Carers and Friend and Family roles.
• Web interface accessibility standard: None or don’t know
• How the web interface is accessible: Website clickables are tagged for assistive technology. Titles have a consistent hierarchy. Interactive elements are navigable using the keyboard and have a noticeable outline when focused on. Form fields are properly labelled and have associated submission buttons. The head element includes name of the page. The HTML element includes "lang" attribute. The website can be scaled to 500%. Font size is at least 11px, often higher. Letter spacing is wide enough to be readable. Foreground and background colours have sufficient contrast. Iframe elements are titled.
• Web interface accessibility testing: Tested using accessibe.com which scanned the web interface and gave a compliant rating. Our website conforms with WACG
• API: No
• Command line interface: No

Scaling

• Scaling available: Yes
• Scaling type: Manual
• Independence of resources: Load Balancer is applied so transfer user to a different instance of the web app to guarantee users aren't affected by demand of others.
• Usage notifications: No

Analytics

• Infrastructure or application metrics: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Ethel Care's

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Backup and recovery

• Backup and recovery: Yes
• What’s backed up:
  • RDS Database
  • EC2 Snapshots
• Backup controls: If users have accidently deleted a prompt on the web app, they can contact Ethel support and it can be recovered as long as it is within 7 days.
• Datacentre setup: Multiple datacentres with disaster recovery
• Scheduling backups: Supplier controls the whole backup schedule
• Backup recovery: Users contact the support team

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: Careium is committed to offering uninterrupted access to Ethelcare services, ensuring that our users receive continuous support and assistance, 24 hours a day, 7 days a week, 365 days a year. This provision guarantees that our users will receive the necessary help they require, at any given moment, particularly in times of emergencies. Our service desk operates from 9am to 5pm, Monday to Friday, providing immediate assistance during regular business hours. Additionally, we offer out-of-hours emergency support to cater to urgent needs. Furthermore, Careium maintains a round-the-clock monitoring centre, capable of addressing general enquiries and facilitating calls to end-users, at all times. This comprehensive service structure underscores our commitment to delivering a seamless, high-quality user experience.
• Approach to resilience: Datacentre setup is hosted by AWS which host website across multiple Activity Zones in the London region. Ethel care used AWS Elastic Load Balancing to distribute traffic across multiple instances to improve fault tolerance and optimise our resources.
• Outage reporting: We email our customers if there has been an outage.

Identity and authentication

• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are restricted by username, password and two-factor-authentication. Passwords must follow strong password rules.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Devices users manage the service through: Dedicated device over multiple services or networks

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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV - Business Assurance
• ISO/IEC 27001 accreditation date: 11/04/2017
• What the ISO/IEC 27001 doesn’t cover: This accreditation does cover: Operation of alarm receiving centres for telecare, including data communication with alarm devices and remote management of sensitive user data. Statement of applicability version 2.0. However, it does not cover: telecare hardware compliance and does not officially verify that the hardware utilised in alarm receiving centres, such as trigger devices, aligns with standards like BS EN 50134-2.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: We enforce strict access control measures, to ensure that only authorised personnel have access to sensitive data and systems. This includes multi-factor-authentication. We have a detailed incident response plan in place to address security breaches or incidents promptly. This includes incident detection, containment, eradication, and recovery procedures. We review the Information Management Policy document every six months.

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: We have inventory management to monitor all hardware assets. ; Changes to hardware/ software are tested in controlled environments to ensure they meet quality and performance standards. Security weaknesses are checked by monitoring tools daily and checked by the team.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have a vulnerability disclosure policy in place to - Reports received on security@careium.com shall be handled with urgency and escalated to suitable levels if needed. We also run Penetration's tests of our infrastructure annually and based on the finding plan to implement changes on a priority level basis. Patches will be deployed either with priority if deemed critical or in a planned timescale if acceptable.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: AWS continuously monitors its infrastructure and services using automated tools that analyse logs, network traffic, and system behaviour for signs of suspicious activity. ; Email alerts are sent to Ethel Care when suspicious activity has occurred.; If AWS believes there is a compromise in the system it will suspend modifications of the system until it is resolved.
• Incident management type: Undisclosed
• Incident management approach: Careium are a ISO270001 accredited business and are strictly audit or data security and incident reporting. We have a vulnerability disclosure policy in place which details who to contact in the event of a incident. We also have an internal crisis who manages incidents. any incidents reported or dealt with internal or external we provide or seek RCA reports to be able to feed those back to stakeholders.

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)

Separation between users

• Virtualisation technology used to keep applications and users sharing the same infrastructure apart: Yes
• Who implements virtualisation: Third-party
• Third-party virtualisation provider: AWS
• How shared infrastructure is kept separate: Each virtual machine in AWS operates independently, allowing multiple applications and users to share underlying hardware resources without interfering with each other.; Each instance runs in its own virtual environment with dedicated resources (CPU, memory, storage), ensuring that applications and users cannot access or impact each other's data or processes.; AWS leverages virtual networking technologies like Virtual Private Cloud (VPC) to isolate networks and control traffic flow between instances preventing unauthorized communication between different applications or users.; AWS provides security groups and access control policies to further enforce isolation and control over network traffic.

Energy efficiency

• Energy-efficient datacentres: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At Careium, we are committed to combating climate change through the reduction of environmental waste. We have implemented numerous strategies to actualise this objective. These include the recycling of cardboard boxes utilised for inventory delivery and actively encouraging our suppliers to reduce their dependence on single-use plastics. Furthermore, we emphasise the recycling and repurposing of functional TEC equipment that is returned to our storage facility. Our aim is to recycle at least 75% of devices we receive from customers, complying strictly with the WEEE Regulations 2013 in the disposal of equipment that is assessed as irreparable. Careium is also proud to hold the ISO 14001:2015 accreditation, which is a testament to our dedication to worldwide environmental sustainability, carbon emission reduction, and waste minimisation. Our commitment extends to the creation of low-carbon TEC solutions that meet the product safety and quality standards of the UK. This aligns seamlessly with the UK Government's ambitions for Net Zero Carbon emissions. We intend to apply this same rigorous approach to the products of Ethelcare.

  Covid-19 recovery

  Careium plays a pivotal role in facilitating the recovery process of Covid-19 patients by operating an alarm receiving centre (ARC), managed by highly trained professionals and equipped to handle a significant volume of calls from individuals seeking assistance. Operational 24/7/365, these ARC is indispensable in providing immediate support and guidance to patients in recovery. Similar to Careium, Ethelcare also plays a crucial role in aiding Covid-19 recovery. The organisation provides a comprehensive platform that facilitates remote support for vulnerable individuals in their homes, either by their families or care teams. This platform further aids in the seamless discharge from hospitals and supports the concept of 'virtual wards'. This innovative approach allows service users to receive treatment for Covid-19, and other diseases, within the comfort of their homes, thereby revolutionising the conventional patient care approach.

  Tackling economic inequality

  Careium is committed to reducing economic inequalities by hiring individuals from disadvantaged areas and those with disabilities or learning difficulties, providing them with work placements and potential long-term employment opportunities. This helps to improve the local economy. Furthermore, Careium, through its partnership with Ethelcare aims to provide cost-effective care services that maximize resources and enable healthcare professionals to deliver enhanced levels of care. By using technology, such as the Ethelhub device, to provide remote care and support to vulnerable individuals in their own homes, we are reducing the need for hospital readmissions and empowering these individuals to manage their daily needs. This proactive and personalised approach to managing health can alleviate some of the financial strain and other pressures on the healthcare system, potentially making it more accessible to those in economically disadvantaged positions.

  Equal opportunity

  Careium promotes diversity and gender equity by offering equal job access, flexible work arrangements, and equal pay for men and women. We are committed to creating an inclusive and respectful environment for all employees, regardless of age, race, gender, religion, sexuality, or disability. We also offer flexible working patterns to accommodate the unique needs of our workforce, including single parents and those observing religious practices e.g. fasting during EID. We are also committed to providing equal opportunities to all our service users by utilising cutting-edge technology such as Ethelcare. This ensures that individuals, irrespective of their health condition, have the ability to maintain their independence within the comfort of their own home.

  Wellbeing

  Careium, with its person-centred service, is committed to promoting the wellbeing of both our workforce and the individuals we serve. For instance, when a staff member handles a particularly distressing call, we provide them with additional support and supervision to help process the trauma, fostering their wellbeing. We also ensure that both our and Ethelcare's services are accessible 24/7 to all residents who require them, without any discrimination. Our goal is to improve health, wellbeing, and quality of life, while maintaining independence for individuals within the comfort of their own homes.

Pricing

• Price: £19.60 a device a week
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 1 Tablet devices with access to the Ethel service, 1 licence for the Ethel web app and 1 free licence of the Ethel App for mobile devices.; ; This would be for a maximum of 1 month.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 uk.sales@careium.com. Tell them what format you need. It will help if you say what assistive technology you use.