iPlato Healthcare Ltd
iPLATO Platform Premium
The iPLATO Platform offers comprehensive patient engagement solutions with five integrated products: iPLATO Connect for messaging and reminders, iPLATO Toolbar for direct communication, iPLATO Triage for digital front door management, iPLATO Selfbook for appointment booking, and iPLATO FFT for feedback gathering. It's the essential toolkit for modern healthcare communication.
Features
- Engage with patients individually or in bulk
- Secure two-way communication via SMS, NHSApp, myGP, web portal
- Digital front door, accept customisable medical, admin or prescription requests
- Send pre-built questionnaires or use bespoke questionnaire building service
- Initiate remote video/audio consultations directly from the clinical system
- Configure intelligent care navigation workflows to automate manual processes
- Save complete record of patient interaction to the clinical system
- Send two customisable automatic appointment reminders in different languages
- Automate patient feedback collection in the NHS FFT survey format
- Streamline appointment bookings, allowing patients to self-book and manage online
Benefits
- Help achieve QOF and DES targets
- Free up short-term appointments, reduce unnecessary appointments and minimise DNAs
- Realise substantial financial savings with our all-inclusive SMS model
- Code to EPR, capture full audit trail (SNOMED, v2, CTV3)
- Fully managed FFT service that is compliant with NHS requirements
- Transforms patient experience, enhance GP access, improve health outcomes
- Operate a modern general practice, with comprehensive NHS App integration
- Intuitive interface with simple setup, little to no training required
- Reduce administrative tasks and streamline processes, for practices/PCNs/commissioners
- Safe/Secure, cloud hosted, HSCN connected, GDPR compliant, ISO certified
Pricing
£0.45 a unit a year
- Free trial available
Service documents
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Framework
G-Cloud 14
Service ID
7 6 4 9 1 5 7 3 2 6 7 2 2 4 8
Contact
iPlato Healthcare Ltd
Commercial Team
Telephone: 020 3743 0060
Email: sales@iplato.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- None
- System requirements
- None, although occasionally some modern browser required
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- On average resolution is under 10 mins. We respond to questions within agreed SLA
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AA or EN 301 549
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Onsite support
- Onsite support
- Support levels
- Email, phone, Service Desk during business hours
- Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- Training e.g. webinars and videos, plus support documentation
- Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- Can be provided by Support Team, if required
- End-of-contract process
- User data is deleted, no data record left behind, included in contract
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- Client uses the mobile app and the customer e.g. clinician uses a web browser
- Service interface
- No
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- API
- No
- Customisation available
- Yes
- Description of customisation
- Signposting and user flow is customisable
Scaling
- Independence of resources
- We align with our SLA
Analytics
- Service usage metrics
- Yes
- Metrics types
- On-line dashboard and reports
- Reporting types
-
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- 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
- United Kingdom
- 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
- Physical access control, complying with SSAE-16 / ISAE 3402
- Encryption of all physical media
- Data sanitisation process
- Yes
- Data sanitisation type
- Deleted data can’t be directly accessed
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
- CSV
- Data export formats
- CSV
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- Private network or public sector network
- TLS (version 1.2 or above)
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
Availability and resilience
- Guaranteed availability
- 99.9%
- Approach to resilience
- Same location, multi line resilience on VPN connections
- Outage reporting
- Internal reporting only. Support Desk notification to client
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Username or password
- Access restrictions in management interfaces and support channels
-
Email address and password, including 2 factor authentication. Data is only accessible over HSCN network.
Patient facing elements are accessed using NHS Login. - 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
- At least 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
- At least 12 months
- How long system logs are stored for
- Between 1 month and 6 months
Standards and certifications
- ISO/IEC 27001 certification
- Yes
- Who accredited the ISO/IEC 27001
- UKAS certified
- ISO/IEC 27001 accreditation date
- 15 January 2024
- What the ISO/IEC 27001 doesn’t cover
- N/a
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- Yes
- Any other security certifications
- Data Security & Protection Toolkit
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
- Other
- Other security governance standards
- IGToolkit, Cyber Essentials Plus
- Information security policies and processes
- Internally developed policies
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- All changes must pass through QA approval and are deployed - once approved - by a CI/CD pipeline
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- People Ensuring staff receive training on cyber security and risks. We pay attention to: Social Engineering/Phishing, Secure Passwords, Safe internet usage and removable media. Testing/Monitoring Carry out annual Penetration testing of the IT Infrastructure, Software applications and mobiles apps. Implement monitoring solution to alert for unusual applications, and attempted access activity along with log monitoring. Reduce attach surface Remove all unnecessary services and applications from the environment, removing potential risks related to unneeded applications. Multi layers approach Implement Perimeter Firewall, IDS and DLP protection along with additional Firewall and IPS at internal points in the infrastructure and application layer.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Ensuring a central Log aggregation solution is in place, acting as a repository for all Infrastructure and Application logging data. Setting up Active Monitoring Listeners, allowing active monitoring within the applications to alert to activity outside of predefined norms. Implementing Passive monitoring of Critical points in the application, infrastructure and security services within organisation. Establishing robust alerting and escalation mechanism to ensure that activity outside of predefined thresholds is flagged to responsible managers, Dashboards also provide visibility of systems. Establishing external monitoring solution to monitor the internal monitoring solution, enabling early warning of issues that will prevent adequate internal monitoring.
- Incident management type
- Supplier-defined controls
- Incident management approach
- Each incident/prospective incident is logged with our helpdesk, assigned a Ticket number and a support specialist. Our specialist is responsible for gathering the scope of the incident in terms of scale (affecting a single or multiple users). Communicate to customers/internal stake holders that an incident has occurred, and if possible, provide workarounds. Gather relevant people to resolve incident, collaborate on best course of action to resolve issue. Look at the root cause of the incident, identify how to prevent the incident from occurring, capture actions and assign responsibility for measures to mitigate the risk of a similar incident occurring again.
Secure development
- Approach to secure software development best practice
- Conforms to a recognised standard, but self-assessed
Public sector networks
- Connection to public sector networks
- Yes
- Connected networks
- Health and Social Care Network (HSCN)
Social Value
- Social Value
-
Social Value
- Fighting climate change
- Covid-19 recovery
- Tackling economic inequality
- Equal opportunity
- Wellbeing
Fighting climate change
iPLATO has a certified Carbon Reduction Plan in place and is on track to provide Net Zero emissions by 2050. The following are initiatives the company is planning to implement in the years going forward:
-Move offices to renewable energy by 2025. This will reduce scope 2 emissions to 0 and reduce our total footprint by 4.7t (3.5%)
-By 2028, reduce home working emissions by encouraging employees to switch to renewable energy providers. This will reduce our scope 3 emissions by 0.7 tCO2e/employee and our total footprint by 34.1%
-By 2030 Purchase SAF certificates to reduce our business travel emissions by 2t (70% of flight emission) and our total footprint by 2%
-Reduce gifts and make them ‘circular economy’ reducing our total footprint by up to 9t.
-Lobby our suppliers by requesting they measure, report, and reduce their own emissions.
-Introduce travel carbon budgeting and reporting – request staff to plan their journeys to be more fuel efficient.
-Reduction in emissions from commuting to work – cycle to work scheme, encourage walking and public transport. Promotion of low or zero emission cars, including provision of EV charging points.Covid-19 recovery
iPLATO supports the UK COVID recovery effort by creating internal workplace conditions that provide effective social distancing, remote working, and sustainable travel solutions.
iPLATO supports Long COVID projects across the country, including ‘Research for the Future’ and the Northern Care Alliance, by inviting patients to take part in helping the NHS discover better ways to prevent, diagnose and manage Long COVID.
iPLATO’s software helps practices to reduce administrative and clinical workload as the country continues to recover, by reducing the demand on health and care services through enabling remote patient appointments, automatic cancellations, online booking, patient questionnaires and online consultations.Tackling economic inequality
iPLATO carries out internal benchmarking and salary reviews, enrols employees in retirement plans and invests in training and development. The company understands UK requirements for entrepreneurship. To help new organisations grow, the company runs Innovation Days to find new innovative partners. Currently, iPLATO has worked with, and mentored, ten new start-up businesses including a start-up supplying chat bots that engage with patients waiting for a mental health assessment.Equal opportunity
Plato is committed to providing diversity and equality to all employees whether full time, part time or temporary. We therefore wholeheartedly accept our legal obligations under the legislation, identified below, which makes it generally unlawful to discriminate directly or indirectly in recruitment, employment or after employment on the grounds of:
- Age
- Disability
- Gender Reassignment
- Marriage & Civil Partnership
- Pregnancy and Maternity
- Race (which includes colour, nationality and ethnic or national origins)
- Sexual orientation
- Sex
- Religion or belief
- These are known as 'protected characteristics'.Wellbeing
iPLATO regularly promotes wellbeing and healthy lifestyles workshops and initiatives. The company is launching a financial education programme from January 2024 to contribute to its employees’ financial wellbeing.
Quality policy specifies that iPLATO Hcr provides a work environment that promotes the wellbeing of its employees and encourages positive teamwork;
iPLATO promotes volunteering and fundraising, with the team raising money for causes like Macmillan and Prostate Cancer.
Pricing
- Price
- £0.45 a unit a year
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- Requirements to be discussed with account manager and interested organisations
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 sales@iplato.com.
Tell them what format you need. It will help if you say what assistive technology you use.