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Cinapsis

Cinapsis SmartReferrals Advice & Guidance

Enhanced A&G and Referral Management solution that enables clinicians to communicate within and between organisations.
A&G is available to locally-based Specialists or an external network of UK based Consultants. Requests/referrals are made in writing or by direct calling. Integrations are available into all existing systems including NHS Spine/eRS/Patient Record Systems.

Features

  • Telephone and Desktop PC based Advice & Guidance
  • Supports Referral Pathways and Instant Messaging
  • Elective Recovery support
  • Secure photo sharing using smartphones and other digital devices
  • Built to support AI
  • Patient Questionnaire and image upload and SMS report facility
  • Additional clinical capacity available via an external Network of Consultants
  • Integrates with EPR & PAS Systems
  • NHS PDS Spine Lookup & eRS integration
  • Virtual video consultations

Benefits

  • Reduce unnecessary A&E and outpatient attendances
  • Manage more patients in community based settings
  • A&G delivered by direct call or via messaging
  • Reduce Elective Recovery backlogs
  • Relieve pressure on existing clinical teams
  • Fully managed implementation by our experienced team
  • Customise referral pathways in response to data on patient flow
  • Enable secure remote working
  • Allows patients to be more informed, involved and empowered
  • Deliver virtual video consultations

Pricing

£18,000 to £750,000 a licence a year

Service documents

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 info@cinapsis.org. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

7 9 3 8 2 5 3 1 8 6 4 7 8 7 2

Contact

Cinapsis Dr Owain Rhys Hughes
Telephone: 0203 858 0124
Email: info@cinapsis.org

Service scope

Software add-on or extension
No
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints
There are no specific service constraints, Our software is designed to work with a huge range of devices / operating systems. However, in order for users to remain fully protected and in line with Cyber Essentials Plus we suggest that users utilise devices that run the most recent or previous major versions of their operating system.
System requirements
  • Processing speed equal or greater than 2GHz Intel or comparable.
  • JavaScript enabled browser.
  • Cookies enabled browser.
  • Microsoft Office 2000 or later.

User support

Email or online ticketing support
Email or online ticketing
Support response times
We respond to all customer queries, regardless of priority, within 60 minutes during office hours or within 60 minutes of the start of the next business day if out of hours. Urgent, mission critical queries will be answered as a priority.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
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 AA or EN 301 549
Web chat accessibility testing
Formal testing scheduled in this financial year.
Onsite support
Onsite support
Support levels
We provide a service level agreement to each customer committing to 99.9% availability as standard and prompt resolution of any issues.
Each customer has access to our support desk during office hours 9am until 6pm Monday to Friday as standard. High priority issues are identified and responded to 24/7/365.

Each customer also has access to a dedicated Customer Success Manager who offers ongoing support to ensure maximum benefit is achieved from our solution.

We also offer pro-active support in identifying sub-optimal activity or performance to ensure that the quality of cases remains high and patient care excels.

We support on-site and virtual training events to ensure that clinicians remain engaged and understand best practice. In addition we remain active with key users to reconfigure the system as required to ensure that maximum benefit is created for our users.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Users receive an invitation to onboard via email. They can complete the process themselves within 60 seconds.

This can be scaled quickly across an organisation or organisations at any scale and with any roles.
Service documentation
Yes
Documentation formats
  • HTML
  • ODF
  • PDF
  • Other
Other documentation formats
Video tutorials
End-of-contract data extraction
At the end of the contract the customer organisation will be able to extract all data controlled by them through their administrator account.
End-of-contract process
We will provide the ability for the customer to extract all data they control from the system. Cinapsis will provide 1/2 days support to assist with this process if necessary. Additional support will be charged at our standard day rate.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
All functionality is available via the app, web browser, and desktop toolbar that integrates with Primary Care patient record systems.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
Customers can view, edit and delete all clinical data as defined by Role Based Access Controls (RBAC) from the service interface.
SmartReferrals is entirely configurable through the service interface.
Customers can assign administrative users and give them control of:

Referral pathways
Referral forms
Decision aids
Communication channels
User roles and access
Service design
Service and Pathway access
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Formal testing with users of assistive technology will be completed in this financial year.
API
Yes
What users can and can't do using the API
Through our APIs customers can integrate with GP Systems (EMIS & SystmOne), their Electronic Patient Record systems (EPRs) and Patient Administration Systems (PAS).

We also use APIs bilaterally to send/receive information to the NHS e-Referral Service (eRS). This enables cases in eRS to be managed more efficiently in Cinapsis (avoiding unnecessary appointment usage) and cases that require ongoing management via eRS can be managed in an efficient, seamless way within the established national eRS service.

Users can also integrate their rostering systems into SmartReferrals. Business Intelligence reporting is also available via the API.

Cinapsis API's support HL7 & FHIR integration in to third party systems. Additional charges may apply for each non-standard interface.
API documentation
Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
  • PDF
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Cinapsis SmartReferrals can be customised in the following ways:

Referral Pathways and Subpathways - including straight to test.
Communication channels.
Organisational access to Services and Pathways
User roles and access access to functions and data.
eRS integration
EPR integration (via TIE)
Customisation of reports including patient identifiable/non-identifiable report formats and automatic report generation and export options available. These include configuration and output of reports to the Data Landing Portal, SFTP and secure email and fulfil mandatory reporting requirements e.g. EROC Reporting.

Subject to RBAC, local administrators are provided with a graphical interface for making many of the above changes to these options.

Cinapsis is built to enable Artificial Intelligence (AI). For Teledermatology, this enables an AI engine to automatically identify and report clearly benign skin lesions.

Scaling

Independence of resources
Cinapsis servers are deployed as multi-machine clusters in a load-balanced fashion. User demand on Cinapsis SmartReferrals is continuously monitored and is responsively scaled horizontally by adding additional application servers to the cluster to handle request loads.
In the last 6 years, Cinapsis has provided >99.9% system availability for all of it's customers.

Analytics

Service usage metrics
Yes
Metrics types
Users can access real time access to reports via our online reporting dashboard. Examples of these include KPI's such as number of users, number and type of cases created and completed by authority, service provider, service, requesting unit, care setting, user or clinician.
Reports and alerts are also available to identify sub-optimal performance e.g. when calls are not answered/requests remain outstanding.

Reports can be created on demand by Cinapsis users. Cinapsis also provide support to users for reporting functionality.
Users can flag cases of particular interest that can be reviewed later for educational or training purposes as a team.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to 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
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • 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
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
Users with administration account permissions can export data from Cinapsis. Integration with our APIs for automatic data extraction is also possible.
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • Excel
Data import formats
  • CSV
  • ODF

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
System will be available 99.9% of the time.
If availability were to fall below this threshold over the lifetime of the contract, then service credits would be applied accordingly.
Approach to resilience
Information available on request.
Outage reporting
A user dashboard and email alerts.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels
Management functions are controlled by the Role Based Access Controls (RBAC). Users are granted the minimum set of management roles to restrict actions and access to information.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • 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

Standards and certifications

ISO/IEC 27001 certification
No
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
  • Digital Technology Assessment Criteria (DTAC) Compliant
  • Data, Security & Protection Toolkit (DSPT) standards exceeded
  • ISO 22301:2019

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
Other
Other security governance standards
Cyber Essentials certified. Cyber Essentials Plus certified. NHSX DTAC compliant. ISO 22301 certified. ISO 27001 certification pending.
Information security policies and processes
We work to the standards of ISO27001. We are are registered with the Information Commissioners Office (ICO), staff receive annual Information Governance training and pass rates are established to ensure that all staff have an excellent understanding of their responsibilities to ensure that risks to data are recognised and understood. Cinapsis has completed the NHS Data Security and Protection Toolkit which mirrors the National Data Guardian, data security recommendations. We have demonstrated compliance with all mandatory security processes. In addition to exceeding the data security and protection toolkit standards, the company also has Cyber Essentials Plus certification.
We have a range of policies in place to ensure that at all times, our customers data remains secure and available, these include:
Disaster Recovery Policy
Business Continuity Policy.
Cinapsis is protected by Firewalls and antivirus software.
Data is encrypted in transit (TLS 1.3) and at rest (AES256). No data remains on personal devices and access to Cinapsis data is only possible via username and password with 2-Factor Authentication enabled by default.

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
We work to the standards DCB0129 Clinical Risk Management: it’s Application in the Manufacture of Health IT Systems. We have appointed a Clinical Safety Officer and a Caldicott Guardian.
Each major version of our system undergoes internal testing and user acceptability testing before being deployed to production.
Customers will be provided with a DCB0129 Clinical Safety Case Report and Hazard Log. Cinapsis SmartReferrals is compliant with the NHS DTAC requirements, Cyber Essentials Plus and have exceeded all of the mandatory requirements for the NHS Digital Data Protection and Security Toolkit.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
The company undertakes annual penetration testing, and test output identifies vulnerabilities. All vulnerabilities are evaluated and necessary protective measures are put in place.
All network devices are set to automatic updates. Our policy is not to go beyond two weeks before patches are applied from release.
The company receives alerts and updates via its anti-malware/virus service provider. The company is registered for MS-ISAC (https://www.cisecurity.org/ms-isac/) alerts and monitor the National Cyber Security Centre threat reports (https://www.ncsc.gov.uk/section/keep-up-to-date/threat-reports).
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
The company’s virus checker alerts and reports on all threats identified. We also have a spam filter applied to all email traffic and we receive frequent spam reporting. Typically, all threats are managed automatically, via anti-malware/virus checker. In the case of critical patch notices, the IT manager ensures all devices receive security updates immediately. We apply an agile methodology to our work and would typically respond the same day to any incident.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
We work to the standards DCB0129 Clinical Risk Management. Under the Data Security and Protection Toolkit, we adhere to best practice under GDPR, and support customers with immediate notification on incidents/data breaches. Customers are provided with a incident reporting tool and incidents are escalated to: account manager, CEO and Data Protection Officer. This is communicated via our automatic systems and via email. The Data Protection Officer maintains a log of all incidents. As appropriate, the company records incidents within its risk register and records mitigations. All incidents are also reported to the customer's contract manager.

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
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

Social Value

Social Value

Fighting climate change

Fighting climate change

Cinapsis is committed to actively supporting its NHS Commissioners, partners & providers to reach net-zero reduction targets of greenhouse gas emissions by 2030. We will support this achievement by helping NHS organisations to modernise the way they manage GP to specialist Advice & Guidance (A&G) & outpatient department (OPD) referral processes.

Everything about Cinapsis is carbon neutral. Throughout our successful 5-year history of providing NHS A&G contracts, we have delivered a huge shift from face2face OPD to A&G care (>200,000 cases to date). Each new user onboarded onto Cinapsis & each A&G episode of care delivers a local carbon neutral benefit. We report on direct CO2 savings to each ICB from every A&G episode, to provide evidenced, high-impact steps towards reaching the NHS’s 2030 Net-Zero Greenhouse Emissions Plan.
Following appointment, in partnership with the customer we implement the following carbon reduction strategies & activities:

Provide an effective A&G service that maximises care in Primary Care over referring cases into secondary care, driving CO2 emissions saved by reducing travel by patients to OPD in 55% of cases. This assessment is validated & evidenced using activity & conversion data from customers.

We co-produce with Commissioners an Environmental Sustainability Plan to guide on improvement activity & evidence carbon reduction progress against our targets to Commissioners. Mutually we will agree baseline carbon footprint metrics with Commissioners for Year 1 and agree new targets for each year of contract after. We will evidence our carbon reduction performance against mutually targets every year of contract thereafter.

Cinapsis Staff further protect the environment by:
Reducing reliance on paper based systems e.g. outpatient letters/other correspondence
Selecting local service suppliers with outstanding environmental credentials & emission reduction policies
Encourage use of cycling to walk/public transport for staff
Maximising use of Microsoft Teams for meetings & training sessions

Pricing

Price
£18,000 to £750,000 a licence a year
Discount for educational organisations
No
Free trial available
No

Service documents

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 info@cinapsis.org. Tell them what format you need. It will help if you say what assistive technology you use.