CONSULTANT CONNECT LIMITED

Consultant Connect

Consultant Connect is a telemedicine provider transforming patient care in the NHS; enabling telephone, messaging (secure clinical photography) and tele-dermatology advice & guidance. Additional services include referral triage, advice & refer, virtual wards and telemedicine devices to a range of healthcare providers including GPs, Paramedics and cross hospital services.

Features

• Telephone & Messaging Advice & Guidance, Elective and Urgent Care
• Post-Referral Triage
• Teledermatology - Routine and USC pathways
• National Consultant Network - remote clinical capacity
• PIFU and Patient Connect services
• e-RS Connect Integration: Advice & Refer and List Management
• Safe Clinical Photography, Photo Advice & Guidance
• EMIS and SystemOne Primary Care Record integrations
• Primary, Secondary and Community Care Decision Making Support
• Single Point of Access

Benefits

• Real Time Reporting (EROC data), outcome reporting and insights
• Improve Patient Care & equity of access
• Reduce Unnecessary Hospital Visits
• Easy to use, IG Secure Access from Mobiles and Browsers
• Reduce Hospital Backlogs and Manage Referrals
• Free up Clinical Capacity - extra NHS Consultant capacity
• Learning opportunities across Primary and Secondary Care
• Fast, fully managed implementations
• Demonstrable, positive returns on investments
• Get It Right First Time

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 Hello@consultantconnect.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

782608770906135

Contact

Henry Maas
01865951207
Hello@consultantconnect.org.uk

About the service

• Service categories:
  • Applications
    • Production and operations
      • Service industry and public sector operations
        • Healthcare
• Multi cloud support: No

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: Communicates with patient record systems on EMIS and Systm1. Integration with NHS eRS/CIS2/PDS/IM1; Integration with SCI Gateway, EMPI - NHS Scotland
• Cloud deployment model: Private cloud
• Service constraints: There are no constraints for our service. Our solution is compatible with devices/software used by the vast majority of the population. Conflicts or issues only arise when end users are using very old or very bespoke devices or operating systems.
• System requirements:
  • Computer with modern Web Browser (chrome, firefox, edge, safari)
  • Smartphone (iOS 18 or above, android 13 or above)
  • Consultant Connect License required

User support

• Email or online ticketing support: Yes
• Support response times: Acknowledgement of any questions issued through the app or via email is shared immediately.; Response times depend on the severity or urgency of the query. ; For a major issue impacting patient care, we respond with a proposed resolution within 4 hours.; For a medium issue with no impact on patient care we respond with a proposed resolution within 1 day.; For a low level issue with no impact on patient care we respond with a proposed resolution within 5 days.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: Each client is appointed a dedicated Account Manager who offers ongoing engagement and support to ensure maximum benefit and support. Account Managers are proactive in obtaining client feedback and our Clinical Engagement Team is available to support queries from service users daily. Our current turnaround time for user queries is approximately 2 hours for in-app and email enquiries. Phone lines are manned 8am-8pm.; ; Where clients request support via online channels, Account Managers monitor progress and ensure a satisfactory resolution and act as an interface between clients and our in-house development and technical teams. Account Managers maintain ongoing communication where support is requested. They can also arrange additional support or training as required to address specific challenges faced locally.; ; Our Chief Product Officer oversees our support function and works closely with Account Managers to ensure a prompt and satisfactory resolution. We operate a defined prioritisation system ensuring any issues experienced which may impact patient care (Level-1) receive immediate attention to ensure any impact is minimised and systems are returned to normal operation as soon as possible.; ; Onsite support is not usually required, however, our team is available onsite if requested. Consultant Connects support levels are provided at no extra cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Sign-up is straightforward (+/- 2minute initial sign-up to the App and into an account in a web browser or no sign-up for landline), and users can immediately access support. We also provide a dedicated account manager for each client to answer day to day queries and support commissioners to maximise uptake for the benefit of patients.; Use of our system is intuitive - no formal training is required, however videos/guidance documents are available on our website and our Clinical Engagement Team provides demonstrations of the functionalities during mobilisation and are available over the phone for support between 8am and 8pm, with additional coverage out-of-hours. ; Training is delivered either remotely or onsite depending on client requirements and we can undertake as many training visits as required to ensure users are maximising our solution. ; We also provide a targeted user handbook aimed at either primary care users making queries or secondary care consultants who are providing the advice and guidance. ; In addition, we share FAQ sheets and the Clinical Engagement Team publish regular newsletters and updates to keep users informed regarding any enhancements or changes to functionality.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Excel
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and Offboarding documentation is available in both hard copy and digital formats ensuring users can access a copy in the format of their choice. Consultant Connect can provide documentation in the post or via email and documents are also available for download from our website.; ; Documentation combines instructive narrative with images, graphics and tables to ensure easy understanding.; The prose used is kept as simple as possible to support prompt understanding and all instructions are complemented by images and screenshots to support people to access our service with the minimum of issues.; ; All materials include contact details for each clients account manager to access additional support, and/or our Clinical Engagement Team who are also available to answer any questions and ensure our instruction sheets, handbooks and FAQ documents are as accessible and easily understood as possible.; ; All documentation is also backed up by and extensive suite of videos explaining the onboarding and offboarding process and ensuring accessibility.; ; Though not required to date, we can develop Easy Read documentation if necessary to further enhance the accessibility of our documents.
• End-of-contract data extraction: Users are able to retrieve their call/photo/message 'records' (which include information such as who sent the communication, who received it, what the specialism was, when it happened, etc.) by downloading a CSV or XLSX spreadsheet which can then be imported into their records system. Users can also download their calls on our dashboard.
• End-of-contract process: The Consultant Connect Telephone Advice & Guidance service is a switch-on, switch-off service and handover processes are established and support seamless service transition.; ; Specific processes at the conclusion of any contract are guided by commissioners. Client Account Managers establish requirements and develop a handover plan. Requirements are usually minimal and are guided by the relevant Data Protection and Information Governance legislation and regulation and contract requirements agreed addressing what we can legally share.; Once requirements are confirmed and agreed, we are proactive in engaging with clients (and potential new providers) for the benefit of patients. We provide TUPE information if required, though this is rare, and provide service information where this is not commercially sensitive or restricted by the Data Protection Act 2018 such as Practice/Trust/department IDs to ensure service continuity. ; ; Once all pertinent information has been shared we schedule a contract debrief to finalise any other handover requirements and discuss contract performance and reasons for the contract concluding. We record and analyse the information/feedback as part of our quality management regime to establish if Consultant Connect could have done anything differently to have retained the contract.; ; There are no additional costs incurred at the conclusion of a contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Some services are only available on either iOS and Android OR web portal, but only where sensible - e.g. PhotoSAF photo uploads only happen on a mobile device, as they are guaranteed to have a camera. We do this to encourage users to upload photos in an IG safe way rather than storing photos on their computer. Products and features that require a smartcard are only available on web portal.
• Service interface: Yes
• Description of service interface: Consultant Connect is configurable through a service interface which is intuitive and easy-to-use ensuring accessibility for all users. Users access a home page from where they can navigate to any area of the solution to, for example, review usage or make an in-app call to a consultant.; ; Clients can assign administrative users (e.g. GPs, medical secretaries, practice managers) and give them control of:; ; Rota Management; Reporting; Pathway Management; User Management; Service Set Up; ; Managers can also configure and generate reports to monitor performance and support internal reporting on outcomes.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: As a solution aimed at healthcare professionals, our service is not generally used by individuals who use assistive technology however, User Accessibility testing is still undertaken with the needs of individuals who might experience access issues in mind. Initial builds acknowledge accessibility as a priority and we ensure minimum standards are built in such as using colour contrast of at least 4.5:1 wherever possible.; ; User testing asks testers to review the solution using criteria including, but not limited to:; ; - Navigation elements are consistent throughout the site; - Form fields have accurate labels; - Headings are used in logical order; ; Where issues are identified, these are fed back to the development team, addressed and a new round of testing takes place. It is Consultant Connect policy to ensure accessibility issues are acknowledged and addressed prior to releasing any new updates or enhancements.
• User support accessibility: WCAG 2.2 AA
• API: No
• Customisation available: Yes
• Description of customisation: Consultant Connect provides a range of different types of communication and is highly configurable to meet buyer's requirements. Customers can customise a range of features on the Consultant Connect service depending on their role. Access by users (whether provider, requester or managerial) to the system is subject to role-based access controls.; ; Managers can customise features of our service subject to written approval and customisation takes place through the web portal.

Scaling

• Independence of resources: The online system is resilient and fully scalable and cannot be impacted by sudden increases in demand. We have carefully managed our growth and infrastructure to ensure resilience and capacity is significantly above the maximum usage we have modelled.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide real time dashboards and regular reports that cover a vast range of service metrics not limited to call/message/photo usage, answer rates, and granular information about outcomes and %'s. Outcome and quality metrics underline the effectiveness of our service recording the number of hospital visits avoided.; Reporting systems are flexible and can be controlled by users to generate bespoke reports which, for example, detail usage at practice or clinician level.; We also undertake National Consultant Network reporting, and there are monthly reports generated at the beginning of each month detailing usage, call frequency, call duration and much more.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: 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: 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data by running the appropriate report on our web portal (including what team they need to see data for and the date ranges), then clicking "export" and selecting either CSV or XLSX.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XLSX
• Data import formats: Other
• Other data import formats:
  • PDF
  • CSV
  • JPEG
  • TXT
  • DICOM
  • XML
  • AU
  • PNG
  • MP3
  • DOC

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: For certain types of data (i.e. NHS applications like PDS with patient sensitive information) we prefer to use HSCN to transmit information.
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: 99.9% availability is guaranteed and this guarantee has never been breached since commencing service delivery in June 2015. Our Terms and Conditions provide for contract termination should the level of service fall below that promised.
• Approach to resilience: Our data centre set up is based on a dual strategy and data is held within the UK and services engaged are ISO 27001 accredited.; ; Details available on request
• Outage reporting: We undertake ongoing monitoring of our service and reporting any outages is undertaken via alerts on the App or web browser application and via automated email alerts to all clients. If appropriate, we also announce issues via social media channels and on our website. Alerts on the App and browser take the form of a window overlaying the main functionality to ensure users are aware. Account managers also undertake proactive communication with clients via phone and additional emails to provide updates on progress to repair and resolve any issues and resume services.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Support channels are available to all authenticated users. All management interfaces are controlled by Consultant Connect staff.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
  • Other
• Description of management access authentication: Users must explicitly be granted access - this is done by approved internal Consultant Connect administrators for specific organisations, and requires that the user prove they have permission to access sensitive information.

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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cyber Essentials Plus; Digital Technology Assessment Criteria (DTAC); Welsh Accord on the Sharing of Personal Information (WASPI - Wales) ; Cyber Security Procurement Tool (CSPT - Scotland); DCB0129 Clinical Risk Management; ISO 27001, 27018 and 9001 certified data centres; NHS DSPT (Organisation Data Services Code: 8JC53); ISO 9001 and ISO 14001
• Information security policies and processes: Consultant Connect has a detailed Information Governance policy which sets the standards by which Consultant Connect will conduct its business with a view to maintaining a safe, efficient and friendly environment that supports delivery of high-quality services to clients and ensures compliance with all relevant regulatory requirements.; ; Our approach is proactive, with the Governance team meeting monthly to discuss matters of importance whilst also allowing time for careful consideration/review of existing policies and practices as required.

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Approved changes are entered into our Change Management Log and prioritised jointly by the CEO/CIO.; ; Developments are prioritised with work allocated to a Project Lead and Tech Teams, at a fortnightly ‘Sprint’ meeting.; ; Designs are reviewed by the Clinical Safety Officer to ensure relevant risks are being addressed.; ; All aspects of the system builds/changes are tracked using GitHub software and subject to ongoing testing.; ; Several further checks are undertaken on completion:; Coding check; Check against functional/user/governance requirements; ; Once final checks have been signed off we perform a final round of user testing on all key platforms and perform ongoing monitoring.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: The vulnerability management sub-principle and related processes within AWS and GCP services are subject to audit at least annually under ISO 27001:2013, AICPA SOC 1, SOC 2, SOC 3 and PCI-DSS certification programs. These certifications are recognised by ENISA under the Cloud Certification Schemes. The controls in relation to vulnerability management are validated independently at least annually under the certification programs. ; ; Patch management is undertaken in line with NCSC best practice.; ; Crest certified Penetration Tests, with scopes approved by Operations, Product Development and Governance Teams, are undertaken annually without exception.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: The Consultant Connect App is developed in line with OWASP standards. AWS and GCP systems are instrumented to monitor operational and security metrics, with alarms notifying teams when thresholds are breached and incident response processes begin.; ; AWS and GCP incident response teams operate 24x7x365 using diagnostics to manage events. Security monitoring tools detect denial of service attack types and activate response procedures, while redundant telecommunications providers and regional capacity mitigate DoS risks.; ; Protective monitoring controls within AWS and GCP are audited annually under ISO 27001, SOC 1, SOC 2, SOC 3, and PCI-DSS certifications recognised by ENISA, with independent validation.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: Yes
• Incident management approach: Consultant Connect has a comprehensive Incidents & Significant Events Policy which sits alongside the Business Continuity Policy.; ; Consultant Connect's incident management flowchart identifies how users report incidents and to whom. Immediate action is taken by the Governance teams who log the incident and then categorise, prioritise, investigate and diagnose accordingly, escalating to the board of directors if necessary. Clients are notified within 2 working days of the incident's occurrence with a formal investigation report which makes up part of our incident and significant event register. Regular reviews of this register take place to detect trends and opportunities for shared learning.

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)

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 7.5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: Amtivo Group Limited T/A British Assessment Bureau Ltd.
• ISO 9001 accreditation date: Wednesday 14 January 2026
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: Dbe992a7-0fe8-40ab-b14b-aa3102110b2c
• Cyber essentials plus: Yes
• Cyber Essentials Plus Certificate Number: A67f201f-83b4-4568-b32f-6acc7540877b
• Other security certifications: Yes
• Any other security certifications:
  • DCB0129 Clinical Risk Management
  • ISO 27001 and 27018 certified datacentres
  • NHS DSPT (Organisation Data Services Code: 8JC53)
  • Digital Technology Assessment Criteria (DTAC)
  • Data Security and Protection Toolkit (DSPT)
  • ERS API Certification

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
  • Volunteering opportunities for staff

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Plans for positive actions with community groups.
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Introducing transparency to pay and reward processes
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 Hello@consultantconnect.org.uk. Tell them what format you need. It will help if you say what assistive technology you use.