Tocalabs Ltd.

E-Triage Platform

The E-Triage platform allows clinicians to triage GP e-RS Patient Referrals, and Advice and Guidance requests directly from the GP, without requiring e-RS access. Both e-RS referrals and Advice and Guidance requests are automatically uploaded in to Trust Patient Record Systems.

Features

• Automated triage solution
• Fully connected referral and triage processes
• Connecting eRS and PDS APIs
• Full integration with Trust systems using using hl7/fhir
• Integrated with eRS API connectivity
• NHSE approved authentication options
• Easily adoptable across various healthcare trusts
• Real-time Data Accessibility: Immediate access to patient information.
• Automated referral and correspondence within the app
• Secure and Resilient

Benefits

• Reduces the administration of referrals
• Real time data accessibility: Immediate access to patient information
• Fewer errors and increased efficiencies
• Improved data quality in Patient Record Systems
• Enables quicker, more accurate medical decision-making

£1 a transaction

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 carolyn.pinkney@toca.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

778198585147894

Contact

Carolyn Pinkney
+44 20 8050 1502
carolyn.pinkney@toca.io

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Toca Data Interoperability Low-Code Platform
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: No
• System requirements:
  • Modern Web browser (i.e. Chrome, Firefox, IE, Edge, Safari)
  • Linux (Ubuntu 22.04) for deployment

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Telephone and Email support is available during normal business hours i.e. Monday to Friday between 9am and 5pm GMT. ; Out-of-hours incidents (including at weekends and UK public holidays) will be forwarded to an out-of-hours support team who will be able to recommend action for critical priority incidents.; Initial response time for the applicable severity level, during normal business hours (9am-5pm Monday-Friday) is:; Level 1 - Critical - 2 hours; Level 2 - High - same day; Level 3 - Medium - within 2 working days; Level 4 - Low - within 5 working days
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Customer Support (from a technical account manager) is included within the Toca Subscription based on the following scope.; ; Customer Support is provided for incidents and problems with Toca software, including:; Toca Core Server; Toca Bots (Windows & Linux); Toca Actions & App Components created and supplied by Toca; Toca Cloud Hosting; ; Customer Support includes support for:; Incidents - Identifying and troubleshooting problems in the system; Root cause analysis; Assistance with issues during installation; Assistance with issues during upgrades; Identifying and creating bug reports; Guidance around implementation and configuration; ; Customer Support does not include support for:; Projects built on Toca or Integrations with Customers’ or third party systems, however this can be provided as part of a Managed Service or ad-hoc Professional Services.; Customer or third party systems used for On-Premise deployments.; Customised Actions or App Components, i.e. that are created or modified by Customers or a third party.; End of Life, Beta, Release Candidate or Development Releases.; End Users of Apps developed on Toca.; Adhoc Professional Services are priced at GBP 1200 per day plus VAT
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: This is a combination of live training sessions (remote or onsite), online training and user documentation. Toca training is designed to comprehensively bring staff up to speed on the platform as quickly and comprehensively as possible; Firstly we direct clients towards the Toca Academy: https://community.toca.io. including the Toca Foundation and Intermediate courses, enabling new users to learn the concepts required to build applications with Toca. Documentation allows them to reference all system functions offered by the platform. This is a combination of technical documentation for developers, and narrative-driven documentation for citizen-developers, this ensures that everyone, regardless of experience, can get up speed quickly.; Secondly, we offer a follow up live training session which is carefully tailored applying the concepts in to a simple, business-relevant, use case.; Finally, we run“Hyper-Support” sessions after the initial training session to iron-out any challenges that our clients face as they begin to develop. Typically, these are bi-weekly, two-hour sessions that the client directs – deciding where to focus our attention and get support.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At the end of the contract, we will provide a downloadable file of your scripts, reports and user data. This can also be done from the admin dashboard.; Included:; • Teardown of the service.; • Export of the user’s data via a downloadable link.
• End-of-contract process: Included: Teardown of the service. Export of the users data via a downloadable link. Not included: Removal of bots from the customers internal platforms (this must be done by their internal teams). De-integration of the service from other 3rd party platforms that the customer has integrated.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Linux or Unix
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobiles are available to use within the Trusts network
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Browser based application
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: User interfaces have been designed to WCAG 2.1 guidelines and we use an automated auditing tool to assess and validate accessibility.
• API: No
• Customisation available: Yes
• Description of customisation: Users can control what is visible on the dashboard, with preset filters available.

Scaling

• Independence of resources: We vertically partition the platform so that a service gets a guaranteed amount of server resources.; We can also increase resources utilised by the server as the user base of the platform rises.

Analytics

• Service usage metrics: Yes
• Metrics types: All actions that are performed by the applications are tracked and can be accessed via a dashboard
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Via the Tocabot platform, users can download workflows, activities, data and reports. The file format is JSON
• Data export formats: Other
• Other data export formats: JSON
• Data import formats: Other
• Other data import formats: JSON

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)

Availability and resilience

• Guaranteed availability: Toca targets a service level availability of 99.995% Severity Levels ● Level 1 - Critical: Production application down or major malfunction affecting business and high number of staff ● Level 2 - High: Serious degradation of application performance or functionality ● Level 3 - Medium: Application issue that has a moderate impact to the business ● Level 4 - Low: Issue or question with limited business impact Initial Response Times Toca will use commercially reasonable efforts to meet the target initial response time for the applicable severity level, during normal business hours (9am-5pm Monday-Friday) Level 1 - Critical - 2 hours Level 2 - High - same day Level 3 - Medium - within 2 working days Level 4 - Low - within 5 working days Escalation: If an incident is reported that cannot be resolved by a Support Request, or is not handled within the appropriate response times, then the issue should be escalated, via the following process. 1. Escalation to the Primary Contact within the Customer organisation. 2. Escalation by the Primary Contact to a senior manager or executive within Toca - all contacts will be provided
• Approach to resilience: Available upon request
• Outage reporting: Monitoring and email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: These sit on different networks and are controlled with different security, authorisation and firewalls.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

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: Less than 1 month

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation
• ISO/IEC 27001 accreditation date: 01/11/23
• 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:
  • ISO 27017:2015
  • ISO 27018:2014

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: Security Policy, Punitive Actions Policy, Privacy Policy, Physical Access Control Policy, Password Security and Control, Logical Access control, Incident Response and Management, Data Classification Guidelines, Application Software Security, Acceptable Usage Policy. Any new employees will complete the Toca Information Security Awareness Training, Toca refresh this training every year for the entire organisation to ensure all employees fully understand their obligations. Toca have an Information Security Management Team and an appointed Information Security Officer and our processes and policies are in accordance with the following: ISO27001:2013 Information Security Management. ISO/IEC 27017:2015 Security Controls for Cloud Services. ISO/IEC 27018 Cloud Privacy Protection. ISO 9001:2015CISSP Certified Information Systems Security Professional.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our approach is a variation of ITIL adapted for continuous delivery.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Our full approach is not disclosed here, however, in summary we use automated intrusion detection systems. Automated lock down procedures and isolation. Non urgent patches are deployed nightly, or as soon as feasible if urgent (in conjunction with a network lockdown if necessary) CVE databases.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: We have undisclosed internal systems to detect unauthorised change on our systems. We use Intrusion Detection Systems. Our response time is based on the impact.
• Incident management type: Undisclosed
• Incident management approach: Our approach is a variation of ITIL. Toca have an Incident Response and Management Policy and Process. All employees are trained in Information Security Awareness and what to do if an incident occurs. Toca achieve information security with ; Training and awareness; Policies, governance and working practices; Monitoring and auditing (internal and external); Technical and physical controls; Least privileged access; Password complexity; Organisation culture and recruitment; Each security incident is documented in line with ISO/IEC 27001 standard.; Tocalabs also achieved 'standards exceeded' with the NHS England Data Security Protection Toolkit

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

  Tackling economic inequality

  Tackling economic inequality

  Tocalabs Limited is committed to ensuring it meets its responsibilities relating to The Public Services (Social Value) Act 2012 and subsequent additional measures. As part of our ongoing commitment to these values, we ensure that both our customers and our suppliers are like-minded. As a dynamic business we are an enthusiastic, responsive and purposeful team. Since 2018, our business has created around 20 new jobs.; ; Tackling Economic Inequality; The pandemic has affected inequalities in education, training, wages, employment and health. As a small organisation, we are mindful of our responsibilities to our wider communities. Our recruitment strategy is to seek out the best potential employees, from all walks of life, offering support, training and mentoring to enable their personal achievement.; Action Plan:; Tocalabs will engage in, and provided free of charge, Social Value Activities in the community:; ; 1. As part of our commitment to inspiring tomorrow’s scientists and engineers, Tocalabs will sponsor a STEM (Science, Technology, Engineering and Maths) day at a Primary School.; ; 2. Currently developing an inclusive STEM project for a Community Hub in Derbyshire which offers Home-Education classes plus various activities for all ages and abilities. The Hub is a charitable organisation and the growth in activities is providing a variety work opportunities and work experience for the local community.

Pricing

• Price: £1 a transaction
• 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 carolyn.pinkney@toca.io. Tell them what format you need. It will help if you say what assistive technology you use.