Attend Anywhere
The Attend Anywhere model helps achieve the benefits of mainstream video call access to established health and other public and private sector providers.
Our tools and resources make it simple, sustainable, safe and secure for providers of services to say “Yes, you can attend your consultation via video” with us.
Features
- Single, consistent entry point on service’s webpage for all users
- Users enter queue in clinics online waiting area
- Users don't need accounts, special software, or individual dial-in details
- Self-testing functions help to minimise the need for technical support
- Customisable user / provider experiences
- Facilitates customisable post-consult evaluations per service
- Ability to transfer users between waiting areas or clinics
- Resource Centre: extensive resources and materials to support adoption
- Departmental video meeting rooms for up to six sites
- Sophisticated reporting abilities (self service)
Benefits
- Replicates physical world. Mimics how services are accessed, managed today
- Offers familiar processes, which is key to adoption
- Simplicity is its strength, just replaces the travel component
- The human, economic, systemic benefits of video consultations at scale
- No parallel processes for video, or extra work for staff
- Use existing clinical and admin systems, no separate scheduling
- Inherently secure and private by design, 3-tier security model
- No patient identifiable data stored (no digital footprint)
- Platform entirely web-based, no other software required
- Designed for use across mutiple sectors
Pricing
£264 to £440 a user a year
Service documents
Request an accessible format
Framework
G-Cloud 14
Service ID
7 8 1 2 3 5 3 7 0 6 1 7 4 9 6
Contact
Involve Visual Collaboration Ltd
Iffat Chaudhry
Telephone: 03300883475
Email: sales@involve.vc
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- Users require a supported web browser and minimum specification devices see: https://nhs.attendanywhere.com/callers
- System requirements
-
- Google Chrome Web Browser (Win7+, Android5.1+, MacOS 10.11+)
- Apple Safari Web Browser (MacOS 10.12, iOS 11.4+)
- A web camera (built-in or USB)
- A microphone ( built in to laptop computers and webcams)
- Speakers or headset
- A reliable connection to the internet
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Initial response in 2 hours within working hours (Monday to Friday)
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AAA
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Web chat
- Web chat support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support accessibility standard
- WCAG 2.1 AAA
- Web chat accessibility testing
- NA
- Onsite support
- Onsite support
- Support levels
-
We have a range of support service from in-hours Monday - Friday to 24 / 7 / 365, depending on specific requirements.
Our IL3 accredited network operations centre is available for inbound support via email, telephone and video. We can provide a three layer support system with response times defined within our Involve Assist T&C's.
The tiered structure will provide support as follows:
1. Tier 1 will provide support on general issues, high level fault resolution and administration around usage of the service. Any issues that are unable to be resolved at this stage will be escalated to tier 2.
2. Tier 2 will provide support on technical issues around usage of the service and supporting end-user IT functions. Any issues that are unable to be resolved at this stage will be escalated to tier 3.
3. Tier 3 will use Attend Anywhere's technical staff in addition to Involve's technical support to resolve any faults or outages that occur. - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
- We provide a range of onboarding services for this services, ranging from initial set up of your organisational unit, creation of waiting areas and service users through to user and adoption training with individuals or groups. Online training tools and a wealth of online resources can be found with the online resouce centre that you will have access to.
- Service documentation
- Yes
- Documentation formats
- End-of-contract data extraction
- All customer log in details will be deleted on contract expiry. No other customer data is stored with the portal other than this.
- End-of-contract process
- As part of every contract we hold, you will be assigned an account manager who will be your single point of access at Involve in relation to the contract. Your account manager will discuss with you contract renewal costs and benefits and in the unlikely event that you wish to cancel the contrat at the end of its current term, access will be restricted to the Attend Anywhere portal at the end of the final contracted day.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Microsoft Edge
- Chrome
- Safari
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- No material difference except that layout changes to suit the screen format
- Service interface
- Yes
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- Description of service interface
- All service and administration is done via the management console web page. This is accessed by the designated administrator who can delegate access to other authorised users..
- Accessibility standards
- None or don’t know
- Description of accessibility
- A formal accessibility assessment has not been conducted on the most recent version of the management console. The console employs components that have accessibility support as outline in 9.2: Web content requirements.
- Accessibility testing
- NA
- API
- Yes
- What users can and can't do using the API
-
Most configuration aspects of the Attend Anywhere Web Application can be accessed via the API.
Developers can enable their applications or integrations to access the API using credentials with the appropriate access levels to the target configuration. HTTPS REST calls with JSON payload are supported.
Web content managers can embed Javascript to add Telehealth Waiting Area Buttons - API documentation
- Yes
- API documentation formats
-
- Open API (also known as Swagger)
- HTML
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
- Service Administrators can customise many aspects of the service including branding, messaging provided to patients, support contacts, patient information, opening hours, service URL and post consult evaluations.
Scaling
- Independence of resources
-
System resources are designed for horizontal scaling so that new servers are launched to handle increased load.
Systems resource utilization are constantly monitored to enable timely scaling.
Video Consultation media pathways are Peer to Peer and do not add load to central resources.
Analytics
- Service usage metrics
- Yes
- Metrics types
- Standard reports are available for system access and usage including: Number of users; Number of Consultations; Number of Meetings; Organisations Created; Waiting Areas Created; Activity Per User / meeting room / Waiting Area activity
- Reporting types
-
- API access
- Real-time dashboards
- Reports on request
Resellers
- Supplier type
- Reseller providing extra support
- Organisation whose services are being resold
- Attend Anywhere
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- 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
- 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 every 6 months
- Penetration testing approach
- In-house
- Protecting data at rest
-
- 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
- Equipment disposal approach
- In-house destruction process
Data importing and exporting
- Data export approach
- Users assigned Administrator or Reporter roles for Waiting Areas and Organisational Units have access to standard reports in CSV format aggregated for all of their assigned entities, via the web application interface.
- 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
-
The service availability is based on the aggregate SLAs of the service components from the underlying cloud hosting provider. This is 99.95%.
No refund scheme is currently in place. - Approach to resilience
-
The system is provided as a resilient, high availability service.
Underlying infrastructure is provided by accredited cloud providers, with redundant and resilient internet connections and local utilities.
The system is designed for continuity with resilience to both site and component failures.
Redundant sets of components are deployed into geographically-separated sites. These redundant components are configured for cross-communication, so that if a component fails in a given zone, its functions will be fulfilled by surviving components in another site.
The design is scaleable with additional component units able to be added for resiliency, and capacity. - Outage reporting
-
The following outage reporting methods are employed:
- Publicly accessible Service Status Dashboard
- API available for individual component status
- Email alerts to nominated Customer Contacts
Identity and authentication
- User authentication needed
- Yes
- User authentication
- Username or password
- Access restrictions in management interfaces and support channels
-
Buyer administrators are granted Administrative privilege to their Organisational Units.
Day to day management of individual health provider access and usage is delegated appropriately to trained and responsible actors assigned to Organisation Unit, Group and Waiting Area Roles admin roles
Admin role is distinct from that of a service provider and has no access to clinical operations.
Admin roles do not have access to “add self” operations and must refer to a higher level administrator, or another administrator at the same level for their own role assignments. - Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- 2-factor authentication
- Dedicated link (for example VPN)
- 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
- UKAS Approved; Lloyds Register LRQA
- ISO/IEC 27001 accreditation date
- 14th December 2022
- What the ISO/IEC 27001 doesn’t cover
- NA
- ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- No
- Cyber essentials plus
- Yes
- 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
- Complies with ISO27001 Information Security Management Standard
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
-
Involve confirms with ISO27001 ISMS.
The Attend Anywhere software and systems development lifecycle is mature with clear boundaries between phases and activities and individual assignment and accounting for activity at each phase.
QA Scope test case specification and execution are tracked and reported in functional and regression testing.
Continuous Integration, Continuous Delivery and Test automation is in place to ensure repeatable, consistent and robust deployment.
Role separation for QA signoff, authority to deploy and deployment execution.
All software development steps are tracked in an issue management system which incorporates approval gates and sign off of impact, risk and rollback steps. - Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
-
Infrastructure and application assurance, employs a suite of standard security testing tools
- Regular external-facing testing is performed to ensure infrastructure attack surface-area complies with the design and deployment specifications
- Server configuration and software versions are audited against currently-known vulnerabilities
Application server systems protection with:
- Automated system vulnerability assessment
- Virtual patching providing automatic update of protection modules for newly discovered vulnerabilities even before operating system or vendor patches are available.
- The application hosting environment is audited for any inadvertent misconfiguration
- Third-party-contracted testing is performed in concert with key stakeholders - Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
-
Web Application Firewall with comprehensive OWASP Top 10 coverage
On host intrusion protection and detection system:
Alerts are configured so that system administrators are informed when events occur which require immediate action or investigation. Major event alerts trigger delivery of email. Critical events trigger alert via AWS SNS with higher priority email and SMS to designated phones.
Daily Reports are delivered to System Administrators which cover:
• Summary of all System and Subsystems Events
• All Firewall Events
• All Integrity Monitoring Events
• All Log Inspection Events
Identified incidents are correlation with system wide log/events - Incident management type
- Supplier-defined controls
- Incident management approach
-
Responsible support staff are alerted to intrusion detection, component failures and above threshold metrics.
- A Service Desk is available for logging of incidents, with ticket confirmation via email to reported.
- Incident resolutions are logged and add to knowledge base for most effective future responses.
- Centralised Log collection and analysis allows rapid analysis of system errors or attack vectors and forensics.
- Post Incident Review will be conducted with root cause analysis reported to CTO.
- The CTO is responsible for Reporting and rectifying security weaknesses, instigating control improvements based on lessons learned
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
- Covid-19 recovery
Fighting climate change
This service reduces the need to travel for meetings, directly reducing emissions and positively impacting an organisation's carbon footprintCovid-19 recovery
During and post Covid-19, Attend Anywhere continues to support clinicians and service users to conduct meetings remotely from anywhere without the need to travel, or make provisions for safe face to face contact.
Pricing
- Price
- £264 to £440 a user a year
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
-
An on-line Waiting Area can be provided for 1 month (with basic orientation) for evaluation and testing purposes.
Support for more extensive pilots will be considered on a case-by-case basis. - Link to free trial
- https://involve.vc/attend-anywhere/