AIDE HEALTH LIMITED

Aide Health

Aide Health is a new digital health service that uses conversational AI to improve patient engagement and clinical assessment for multiple long-term conditions.

Our flagship product Aide helps patients and clinicians manage multiple chronic conditions. Our latest product Mirror helps patients remember everything from medical consultations.

Features

• Aide helps patients and clinicians manage multiple chronic conditions.
• Mirror helps patients remember everything from medical consultations.
• Chronic disease care using conversational AI.
• Medical AI note-taker for patients, their families or caregivers.
• Patient self-management.
• Our insight platform covers medicine behaviours, monitoring, risks, PROMs.
• Aide helps patients self-manage multiple chronic conditions, improves adherence.
• Daily conversations with chronic disease patients to help medicines adherence.
• Daily conversations to capture structured monitoring.
• Daily conversations to improve Health Literacy.

Benefits

• Aide helps your patients self-manage multiple chronic conditions.
• Improves medications adherence at scale.
• Improves health literacy and structured monitoring.
• Replaces fragmented point solutions with a single digital platform.
• We support multiple chronic conditions, and blood cancers.
• Aide improves medicine adherence over 70%.
• Aide uncovers the reasons why patients might be struggling.
• All content is written for diverse literacy levels, including narration.
• With Mirror: Remember everything from your medical consultations.
• With Mirror: accurate, readable notes for patients, families, caregivers.

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 brian.snyder@aide.health. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

783335091585708

Contact

Brian Snyder
07526 060808
brian.snyder@aide.health

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Adult Social Care
  • Children's Social Care
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are no service constraints that we are aware of.
• System requirements:
  • Smartphone for the Aide Health Application.
  • Internet connection (eg: Wi-Fi, Mobile Data services).
  • Internet browser for clinicians to access patient dashboards.

User support

• Email or online ticketing support: Yes
• Support response times: We provide support Monday to Friday, 9 to 5 (excluding Bank and Public Holidays).; ; We provide support via telephone and email.; ; We aim to answer all telephone calls immediately and respond to all emails within 2 hours.; ; Additional hours, extended hours, weekend support, etc may be able to be supported, but may involve additional charges.
• 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
• Support levels: We provide support Monday to Friday, 9 to 5 (excluding Bank and Public Holidays).; ; We provide support via telephone and email.; ; We aim to answer all telephone calls immediately and respond to all emails within 2 hours.; ; Additional hours, extended hours, weekend support, etc may be able to be supported, but may involve additional charges.; ; All accounts will have their own account manager to manage the ongoing relationship.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Aide Health provides comprehensive support to get organisations, clinicians and patient end users using our solution.; ; This support includes onsite support, 1-1 training, 1-many training, online and classroom based training, as well as documentation, implementation support and in app help.
• Service documentation: Yes
• Documentation formats:
  • ODF
  • PDF
• End-of-contract data extraction: Aide Health has yet to have the situation where a customer has wanted to end their contract and move to a 3rd party.; ; However, Aide Health is committed to supporting our customers in all situations, including end of contract. We will ensure any data is made available to the customer, and work with the 3rd party, to ensure there is continuity of care.
• End-of-contract process: Aide Health has yet to have the situation where a customer has wanted to end their contract and move to a 3rd party.; ; However, Aide Health is committed to supporting our customers in all situations, including end of contract. We will ensure any data is made available to the customer, and work with the 3rd party, to ensure there is continuity of care.; ; Once the agreed end of contract plan has been executed, then if so desired by the customer, the Aide Health solution would then be withdrawn.
• Documentation accessibility standard: WCAG 2.2 AA

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: Aide Health and our sister app, Aide Mirror, are both designed and built to work natively on IoS and Android mobile devices, as well as via web browsers.
• Service interface: No
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: Aide Health is already integrated with the Optum/EMIS Health and TPP GP systems via the NHS England IM1 Programme, and can integrate with any clinical system via our standard APIs.
• API documentation: Yes
• API documentation formats:
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisation is available to tailor Aide Health for both the patient user and clinician, to ensure they are personalised to individual and organisational need. Most of this can be done by the user or organisation locally, or Aide Health can support.

Scaling

• Independence of resources: We are well resourced from a human resources perspective, supported by a highly experienced clinical, technical and project management team.; ; We also have the financial capacity to scale on demand.; ; Technically, our system is automated to grow as spikes in user demand for hosting increases. ; ; We work with third party software development and information technology operations.; ; Our cloud data centre provider ensures we have scalable resources, independent for all our customers.

Analytics

• Service usage metrics: Yes
• Metrics types: A full range of service metrics are available for the Aide Health solution, via our real time dashboards and insights platform.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export their data via .csv.
• 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: We aim for 100% availability for the Aide Health platform.
• Approach to resilience: Failover/rollover servers offer continual secure backup processes and enable resilience of data.; ; Round-the-clock third party monitoring allows for a preventative approach in terms of datacentre management.; ; Further details available on request.
• Outage reporting: We report any outages via email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is only available once the CEO or COO has signed off on the need for it, and then controlled via multi-factor authentication, userid and password.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We have a comprehensive set of security governance policies and procedures, led by a named Executive on the Board, and embedded in the organisation, and re-enforced via employment contracts, onboarding, induction, contracts and ongoing training and development.
• Information security policies and processes: We have a comprehensive set of information security policies and processes, led by our information security lead. ; ; This is all embedded in the organisation, and re-enforced via employment contracts, onboarding, induction, contracts, policies, procedures and ongoing training and development.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Any changes related to the product specification or project process are captured by the Project Manager as a Change Control Note (CCN) as per our Change Control Policy.; ; These are then logged as 'Change Requests' and prioritised for implementation; all affected project parameters will be assessed, analysed for impact and acted upon.; ; The customer is kept informed as the CCN moves from requested to completed, user acceptance tested and signed-off by the customer representative.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: (1) Our IT/Customer Service team review threats on a case by case basis (garnered from suppliers, industry sources, and industry publications).; ; (2) Once alerted they review the threat and identify a plan of action based on industry best practices.; ; (3) Depending on the patch we look to deploy all patches within seven days of release and critical and security patches within 48 hours.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Aide Health has 24/7 monitoring via our cloud data centre provider.; ; As such, we are able to identify abnormal patterns of behaviour quickly and take the appropriate action.; ; (1) Internal & external monitoring addresses potential compromises on a case by case basis.; ; (2) Once alerted we review the potential compromise and identify a plan of action based on industry best practices.; ; (3) We respond within 24 hours to incidents of this nature.
• Incident management type: Supplier-defined controls
• Incident management approach: (1) Our approach to incident management consists of the following components: Incident detection and recording, Classification and initial support, Investigation and diagnosis, Resolution and recovery, Incident closure, Ownership, monitoring, tracking and communication. ; ; (2) Users report incidents directly to the IT/Customer Service team. ; ; (3) Incident reports are provided directly to the relevant client point of contact.
• Post-quantum cryptography secure: No

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: No

Pricing

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

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 2.5%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 7.5%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 12.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Cd178fad-7714-4a8a-9a32-15c89f65824c
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 5844cbcb-42c1-44bf-900b-487c27b65ba4
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • 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 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

  • 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
    • 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

  • 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

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 brian.snyder@aide.health. Tell them what format you need. It will help if you say what assistive technology you use.