AMERICAN WELL CORPORATION UK LIMITED

SilverCloud by Amwell: Digital Mental Health platform

A digital mental health platform for providers and commissioners, a range of internet-based cognitive behavioural therapy (iCBT) programmes. Our platform has treated over one million people and delivered over two million hours of therapy. The platform includes programmes and tools covering depression, anxiety, stress, resilience, sleep, long-term conditions and more.

Features

• Evidence based digital mental health solution
• Accessible 24/7 from a desktop, tablet, or mobile device
• 30+ programmes used in supported or self-guided modes
• Support a wide range of conditions through one digital platform
• Programmes approved by NHS DET and NICE EVA processes
• Onboarding and triage tool to assess needs; directing patient appropriately
• Dedicated portal for professionals to provide asynchronous and synchronous support
• Real-time reporting dashboard to track patient outcomes
• Training, project management, and support included
• Cloud-hosted Software-as-a-Service, with full service management

Benefits

• Measurement based care and automated risk escalation e.g. using PHQ9
• Monitor longitudinally: regular clinician check-ins and progress reviews
• Increase patient access and service capacity using digitally enabled therapy
• Reduce cost by 75% with digital treatment
• Reduce administration costs through existing integrations with case management systems
• Strong evidence-base solution with 70+ peer-reviewed research publications
• Flexible delivery model from self-guided to therapist led
• Drive efficiency and engagement with automated tools (e.g. templates, reminders)
• Online training clinician platform with unlimited access
• Service-level pricing to provide economies of scale and cost-effectiveness

£6.25 a user

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

Framework

G-Cloud 14

Service ID

767278460509582

Contact

UK Sales
353 1 554 9771
finance@silvercloudhealth.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Access to service requires a current browser and internet access.
• System requirements:
  • Modern operating system and web browser
  • Supports desktop, tablet, mobile devices, and Apple Watch
  • Accessible from mobile app or URL

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Monday to Friday 8am-6pm (GMT)
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Users have access to the service helpdesk via email for technical support. ; ; Customers will have access to their customer success team. The role of this team is to support services and clinical teams to ensure optimum use of the platform for their service users. There aim is to support them in the adoption and best practices of the platform. Cadence of meetings/contact is determined by the needs of the customer and their desired outcomes with SilverCloud. ; ; Amwell provides excellent and ongoing support to all NHS services using the platform via a dedicated Implementation and Customer Success team. The team is available to provide and support the full deployment of the system from project initiation through post go-live and ongoing support. This partnership approach to supporting the NHS results in named individuals providing the function, in addition to the standard helpdesk functions that would be expected.; ; All support levels and customer support levels are included in the SaaS annual subscription Platform Licence. Engagement Services may require additional fees.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: The implementation process consists of a project initiation meeting to discuss the service and pathways.; (i) We work together to develop operational processes to safely deliver SilverCloud and collect the customers requirements for their specific configuration;; (ii)A project plan is created identifying all the elements that need to be covered to go live;; (iii) We provide a sample operational policy, best practice guide and a number of customisation documents to services;; (iv)We work with the services clinical team to ensure the assessment, clinical support and risk management of service users is reflected in operational guidelines and this is communicated to all teams;; (v) We consult with the communication team on how they can promote SilverCloud;; (vi) Training is carried out face-to-face or via weblink dependent upon the services needs;; (vii) Services are reviewed quarterly to provide advice and support on service development, and;; (viii) System users will have access to an online supporter centre with how to guides and ongoing help and support information.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The service platform administrator logs into SilverCloud by Amwell and requests a data export, downloadable in a csv. file format. They receive a summary file for each of the questionnaires their service collected and a file with general usage data for each user. Users may store, retain, or dispose of files, as required by their organisation.
• End-of-contract process: At the end of a contract, a termination plan is put in place before the termination date to allow a safe exit from using the platform. A cut off date for when new users cannot be added to the system is established (usually contract end date) and a period of 4-12 weeks is agreed, to support current users without disruption to care. When the last user has completed their courses, the service SilverCloud platform administrator(s) can login to the platform and request an encrypted data export, available in a csv. file format, which is included in the price of their contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop version is accessed via a web browser, the application is fully compatible with mobile browsers with no loss in functionality. There are also native mobile apps that support extra features such as push notifications and secure bio-metric authentication.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: The API enables services to refer end users to the service, view summary information of the end users' status and transfer clinical information to other systems.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: A variety of parameters can be configured based upon the need of the service ranging from the instruments and indicators used and their timing, to the levels of sharing of data communicated and accessible to the users or supporters/clinicians during the programmes.

Scaling

• Independence of resources: The SilverCloud by Amwell solution is built on a flexible cloud platform and is scalable as per normal cloud functionality. Tests are run against high utilization scenarios. Through system monitoring and alerting, our Hosting team can detect if utilization thresholds being met, and can increase capacity by adding additional server resources into our load-balanced pools, typically done as an online operation.

Analytics

• Service usage metrics: Yes
• Metrics types: The platform's real-time reporting tool, enables a user to sort, filter and drill down on a user, member group or population based on time, program, and the user source. Some of the metrics are time spent, number of logins, assessment results, clinical outcome measures and recovery, member satisfaction, member usage, engagement, enrolment growth over time, and enrolled programs. Where the standard reports do not suffice, we may provide custom KPI’s in collaboration with customer needs. Additional fees may apply.
• 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: 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • 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: An export functionality for users is provided to export relevant information from the platform. Comprehensive exports may be requested via support channels.
• Data export formats: CSV
• Data import formats: CSV

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: SilverCloud by Amwell is available 24/7. Amwell provides a system availability target of least 99.90% during each calendar month, calculated by dividing uptime hours by the base hours and multiplying the result by 100. These calculations are made on a calendar month basis with service availability measured to the hundredth of an hour and hundredth of a percent of system availability (e.g., 719.50 Uptime Hours or 99.93% availability). A detailed Service Level Agreement will be put in place for customers.; ; EXCLUSIONS: No credit shall be allowed where the Service is unavailable due to the Customer as a result of difficulties with the Customer's own systems, the Customer's connection to the internet or any other system or link outside the direct control of Service Provider.
• Approach to resilience: With regard to customer data, asset protection and resilience are achieved through multiple controls to ensure integrity and availability, in accordance with the Information Security Management System.; These include:; (i) Physical and environmental controls offered by the hosting providers to protect against threats such as fire and flooding;; (ii) Access controls to protect against unauthorised modification or destruction of data;; (iii) Multiple backups (daily system images, daily off-site data backups) to allow restoration in case of disaster, and;; (iv) Redundancy of services and equipment including storage, power, network offered by the hosting providers.; ; Resilience and data handling is assured through various ISO certifications, including ISO 27001 and ISO 13485:2016. The latter certification required for medical devices and is based on ISO 9001:2008.
• Outage reporting: Outages are reported by email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to systems hosting customer data is limited to specific Amwell employees on the operations team, identified with individual log-in accounts.; ; Support and operations staff have limited access to management interfaces that aims to obscure sensitive and identifying information where possible, and limits the ability to extract data.; ; In addition, access to the hosting provider network is via a VPN and jump server, which provides additional logging and access control.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • 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: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Schellman
• ISO/IEC 27001 accreditation date: 08/09/2023
• What the ISO/IEC 27001 doesn’t cover: N/A. All proposed services offered are covered.
• 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:
  • NHS Data Protection and Security Toolkit (DPST)
  • Digital Technology Assessment Criteria (DTAC)
  • ISO 13485:2016
  • Data Protection Registration Certificate
  • HITRUST

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: HITRUST, ICO, DSPT
• Information security policies and processes: SilverCloud By Amwell has a full ISMS Policy, which is approved and ratified at Director level, serves to have processes in place to protect SilverCloud By Amwell’s information assets from all threats.; ; It is the policy of American Well Corporation UK Ltd. to ensure that:; (i) Information should be made available with minimal disruption to staff, clients and authorised parties as required by the relevant business process;; (ii) The integrity of this information will be maintained;; (iii) The confidentiality of information will be assured in accordance with its classification, and;; (iv) That all regulatory, contractual and legislative requirements will be met.; ; This will be achieved through business processes, continuity plans, information security education, awareness, and training.; ; Implementation will mean: (i) appropriate access control will be maintained and information protected against unauthorised access, (ii) an internal audit function will have direct responsibility for ensuring the ISMS operates in accordance with the above, (iii) all managers will be directly responsible for implementing the ISMS Policy within their units, and (iv) it will be the responsibility of each member of staff to adhere to the ISMS.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The implementation of changes, including patches, service packs, and other updates and modifications, are controlled by the use of formal change control procedures. ; ; Changes are handled in line with our Change Management Policy and in compliance with ISO 13485 and ISO 27001 standards. Changes are tested and approved before deployment.; ; A risk assessment will be performed to evaluate the information security requirements for new systems or major changes.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: A continuous vulnerability management program measures the company’s risk profile across all environments. This program incorporates persistent scans of systems to identify vulnerabilities and variances from the current approved patch set. The output of these scans is addressed through our information security management processes.; ; Patches and security configuration changes are evaluated and deployed based on relevance, risk, and impact. Multiple types of risk assessments are performed. ; ; Software version monitoring and updating is in place on our workstations and in the hosted environment to ensure that vulnerable software is identified and updated where possible.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The hosting provider operates network intrusion detection systems and OS integrity monitoring on behalf of Amwell to identify potential compromises. Security-relevant events are logged in the hosted environment and application. These include operating system, authentication, database and web server logs. Logs are monitored periodically with automated analysis and alerting where possible. Monitoring procedures are in place to guide the operations team. Potential compromises are handled according to the Incident Response Policy, within the timeline set for incident types.
• Incident management type: Supplier-defined controls
• Incident management approach: Amwell has a documented Incident Response Policy, which includes a pre-defined process for managing incidents.; ; Customers may report incidents via support channels.; ; Amwell will notify customers in writing of any Security Incident(s) which result in, or which Amwell reasonably believes may result in, unauthorised access to, modification of, or disclosure of a Customer information, Customer Information Systems or other Customer applications. Amwell will provide customers with a written remediation plan of the Security Incident. Notification requirements are specified in the Incident Response Policy, which can be made available on request.

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

• Social Value:

  Social Value

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

  Fighting climate change

  Amwell is committed to promoting environmental responsibility and strives to maximize efficiency, reduce waste, and conserve natural resources, including water and energy, used in our operations. As an enterprise software company, our operational footprint and overall environmental impact are relatively small, but we still aim to lead by example with our actions and initiatives. The benefits of our services go beyond immediate operational efficiencies associated with health digitalization to include environmental stewardship impacts.; SilverCloud by Amwell is an online digital mental health platform to support virtual therapy services. As enablers of digital care, we are making it possible for more people to connect virtually to care, reducing in person visits, which reduces carbon emissions and lessens environmental impact.; By enabling the healthcare industry to move forward into a digital-first paradigm in the Cloud, we contribute to lowering the overall environment impact of the delivery of healthcare and laying the foundation for customers to build their digital care delivery systems on our efficient, scalable, and future ready platform.; Beyond the proliferation of our solutions, we are considering ways we can integrate more environmentally sensitive practices within our own operations. One of the first opportunities was our adoption of a virtual-first workplace and the corresponding material reduction in our leased office space globally. Since rolling out our virtual-first workplace culture in 2020, we have reduced our leased office footprint by more than 50%.; Building on our environmental responsibility commitment, we've conducted our first greenhouse gas emissions (GHG) inventory capturing our combined Scope 1 and 2 emissions, which stems from electricity consumption at our leased office spaces. 2023 Combined Scope 1 & 2 GHG Emissions – 97 metric tons of CO2e. We are committed to lowering the carbon emissions and overall environmental impact of the delivery of healthcare, including our own.

  Covid-19 recovery

  Since the COVID-19 pandemic, Amwell has assisted its customers with innovative programs to ensure they can digitally deliver care to their patients and members, where and when they need it. ; Our solutions are designed to address the challenges of care team burnout and the struggle clinicians face as they cope with exceptional workloads and fragmented, disconnected digital healthcare tools. COVID-19 has worsened clinician burnout by adding another layer of stress to the healthcare system. In a 2020 Medscape national survey of over 15,000 clinicians in more than 29 specialties, 42% reported experiencing clinician burnout. St.Luke’s University Health Network (SLUHN) partnered with SilverCloud by Amwell to provide its digital behavioral health solution to SLUHN’s employee population. Within the first year, SLUHN engaged more than 1,100 of its employees in its digital mental health tools, exceeding its target goal. Within 15 months of launch, SLUHN surpassed its original goal by over 300%. In addition to improving employee mental health through clinically significant improvements, SLUHN saw significant cost savings through the digital mental health program. They saved $437,000 by directing employees to a convenient digital mental health alternative to the face-to-face CBT therapy offered through their existing EAP. The program also received a 97% satisfaction rating for SLUHN employees. Due to the overwhelming success of its employee rollout, SLUHN expanded the program to its patient population. In 2023, St. Luke’s started utilizing Amwell Psychiatric Care for virtual, on-demand consults for Emergency Department and Consultation-Liaison services along with telephonic calls for their walk-in psych clinic. These services support nearly 300 patients a month.; SilverCloud by Amwell has continued to be a key partner of digital enabled therapies to many NHS and private mental health service providers.

  Tackling economic inequality

  Social responsibility is deeply embedded in our mission-oriented corporate culture. We never forget that beyond the daily numbers and operating tasks, our goal is to transform how healthcare is delivered by improving access, convenience, economics, and quality of care via digital care for all. To ensure we are creating equal and equitable access to care globally, we seek to improve outcomes in care disparities and social determinants of health (SDoH) by leveraging our unique place in the healthcare ecosystem. In 2023, Amwell launched a Health Equity Task Force focused on 1) increasing cultural competencies around access, products, and services, 2) leveraging cross-functional data to enhance culturally intelligent application of Amwell solutions, and 3) enabling our ecosystem to improve access to equitable care. Amwell has already made meaningful progress on this effort, including training Amwell Medical Group providers in LGBTQAI+ affirming care, expanding translator access for more users, capturing data about our diverse vendor partnerships, expanding care to specific high-need populations such as US Military service members, and streamlining social determinants of health (SDoH) questionnaires for patients enhanced in Virtual Primary Care.; ; Amwell is enriching communities and advancing health equity, hunger relief, environmental efforts, and more through our corporate social responsibility initiative, Amwell Cares. Each of our team members are encouraged to volunteer on their own and are provided one designated paid volunteer day each year. We also give back by donating, volunteering, participating in sponsored events, providing company donation matches, and delivering pro bono health services to communities impacted by natural disasters and other crises. We have been there to support humanitarian crises, like those in Afghanistan and Ukraine, by providing care to those in need through the delivery of donations in addition to our products and services.

  Equal opportunity

  Amwell is an equal opportunity employer. The company is built on diverse perspectives, and it is this diversity that helps us equip our customers, providers, and patients with the tools to realize a better healthcare experience. We have advanced our commitment with the formation of our Diversity, Equity, Inclusion & Belonging Committee, which is focused on developing resources to educate, celebrate, and elevate diversity. We aim to spark dialogue and help create a more humane and compassionate world. ; The committee is comprised of individuals from across the company, along with executive-level sponsorship. We have established internal working groups focused on communications, events, research, and human resources and training to support our DEI&B pillars: Recruitment, Awareness & Engagement, and Community Support. Highlights of some of our initiatives include creation of a DEI&B discussion channel on Teams, execution of DEI&B Ambassador and facilitator training, strengthening of recruitment partnerships, and hosting of speakers and events to celebrate our diversity.; Amwell also implemented and operationalized a supplier diversity program whereby Amwell screens its existing and potential suppliers with the goal of hiring firms who have diverse ownership and control groups and the requisite skills for the project in question. Doing so ensures that the values and principles that Amwell prioritizes within its four walls are reflected throughout our broader value chain.; We remain focused on building a diverse pipeline of talent. Amwell’s Talent Acquisition team completes DEI&B specific recruitment training to ensure equitable and fair hiring practices. Amwell also supports the next generation of talent through its robust internship program and seeks to hire exceptional talent directly from the program. To date, Amwell has hired 40 interns, 70% of whom are diverse. We continue to prioritize our diverse recruitment strategy to build our inclusive culture and diverse, skilled teams.

  Wellbeing

  Amwell recognizes that our employees are our greatest asset to achieve the short- and long-term business objectives. To support our employees throughout their career journey at Amwell, we provide a comprehensive and competitive total rewards framework that is not only grounded in our mission to attract, engage, and retain top talent, but is relevant, equitable, comprehensible, and flexible to meet the needs of our employees. We recognize that our employees are all unique and have different physical, mental, financial, and social needs and work to provide a robust suite of benefit and wellbeing programs to support the total being of each of our employees.; ; • Physical Wellbeing is the state of optimal health and functioning of your physical body.; • Mental Wellbeing is collection of emotional, cognitive, and behavioural understanding and awareness.; • Financial Wellbeing is financial security and the ability to meet financial needs and goals.; • Social and Family Wellbeing is securing the strength and quality of your relationships.

Pricing

• Price: £6.25 a user
• 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 finance@silvercloudhealth.com. Tell them what format you need. It will help if you say what assistive technology you use.