PRIORITY DIGITAL HEALTH LIMITED

PDH Case Management Platform

The PDH Platform is a secure, integrated cloud-hosted case management platform designed to support health, wellbeing and social care services. It streamlines referrals, appointments, self-care tools, and reporting to improve service delivery, empower users, and enhance outcomes across communities.

Features

• Patient / Client Records
• Real-time Reporting
• Flexible Bookings and Appointments
• Health Goal Setting
• Inbound and outbound referral management
• Interoperability with GP IT systems
• NHS Personal Demographic Service interoperability
• Open APIs with documentation
• Case Management
• Child Linked Records (parents, carers, guardians)

Benefits

• Improved productivity and efficiencies
• Improved service co-ordination
• Enhanced User Experience
• Data driven decision enabling
• Faster access for patient / service user support
• Increased service transparency
• Scalable and flexible
• Improved outcomes for patients
• Configurable for local pathways
• Supports patient/client 'tell your story once' approach

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 alison@pdh.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

802825012657540

Contact

Alison Meadows
01223 976777
alison@pdh.uk.com

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: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: N/A
• System requirements: Ability to access internet as cloud-based solution

User support

• Email or online ticketing support: Yes
• Support response times: 80% of phone calls answered within 20 seconds; email within 4 hours; support platform 24/7 in terms of information and ability to raise ticket; 9 to 5.30 weekdays; OOO upon request; no weekend support
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/A
• Onsite support: No
• Support levels: All of our support is dealt with through ticketed support using a third-party specialist customer support solution. The front line support team are technical account managers and executives with access to technical engineers as relevant / required. Pricing for support is based on user numbers.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Users go through an extensive onboarding experience where we meet to understand their requirements, and user capabilities. Our team then structure system design for their requirements, which will then be complimented with specific user training which is delivered online, and then supported with user documentation, FAQ's and ongoing support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: We provide data files in formats to suit the requirements of the customer which are then uploaded / provided to whatever secure environment agreed. The structure of the data is agreed with the customer to meet their specific needs
• End-of-contract process: Additional costs are only incurred where the volume and sensitivity of the data requires additional work to configure in order to supply as the customers has required. The work will be quoted in advance based on agreed / contratual day rates.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: The PDH Platform is a fully integrated, contract-driven digital health ecosystem that provides end-to-end management of referrals, bookings, case management, communications, data capture and reporting across a wide range of health pathways. Its service interface is modular, configurable and permission-wrapped, enabling each client to run bespoke workflows while operating on a unified core. It includes booking engines, event builder, LMS, chat, tags, flags, auditing, data-extract pipelines, mobile app integrations and automated comms. The interface delivers a consistent, intuitive user experience across all modules while ensuring NHS-grade compliance, secure data handling, and seamless interactions with AmaraHealth™ and third-party services.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: All our assistive technology testing has been done automatically via AI or testing software. We have not done any specific user testing on assistive technology.
• API: Yes
• What users can and can't do using the API: The PDH Platform follows a fully open, standards-based API policy designed to support seamless interoperability across the digital health ecosystem. Our architecture enables secure, scalable integrations with third-party systems—NHS services, commissioning tools, data-warehouses, mobile apps, and specialist providers—whenever required. Each integration is delivered through structured governance, clear data-mapping, and contract-specific configuration to ensure compliance with NHS IG, GDPR, and platform-wide behaviours. This approach allows PDH to adapt quickly to client needs, streamline patient pathways, and unify data flows without bespoke rebuilds. As new partners or requirements emerge, the PDH Platform integrates them efficiently, securely, and consistently.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The majority of all features and functionality can be customised so that buyers have a more tailored service to their individual specifications. We would analyse the requirement of the buyer, and then provide a bespoke quotation to customise this work, to which the buyer can then accept or reject as they choose.; ; We can customise wording, system flows, customer journeys, designs etc to work alongside core PDH Platform features.

Scaling

• Independence of resources: Our platform is architected to ensure each customer’s performance is fully isolated from others. We use a multi-tenant, containerised infrastructure where compute, memory, storage, and database resources are independently allocated and auto-scaled based on per-contract demand. Traffic is load-balanced across resilient clusters, ensuring no single client can impact another’s performance. Each contract has its own configurable rate limits, queueing rules, and dedicated data views, preventing cross-tenant contention. Continuous monitoring, autoscaling and health-checks maintain stable performance even during peak loads. This approach guarantees that increased usage by one customer does not reduce availability, speed, or reliability for any other user.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can export their data through two secure, fully supported methods. First, the PDH Platform provides real-time, permission-controlled data views that allow authorised users to access, filter and export their data directly in a secure, auditable environment. Second, users can export data through our integrated BI and reporting tool, GROW, which offers advanced dashboards, scheduled extracts and configurable CSV downloads. Both options ensure data is accessed safely, consistently and in line with contractual and information-governance requirements. PDH supports clients in configuring export formats to meet local reporting needs while maintaining full compliance with NHS and UK data-protection standards
• Reporting types: Real-time dashboards
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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: No
• 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: Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing

Data importing and exporting

• Data export approach: When a contract concludes, Priority Digital Health (PDH) provides a clear, secure and fully-supported offboarding process to ensure the contracting authority can retrieve all data in line with NHS, GDPR and Information Governance requirements.; Upon formal request, PDH will supply a complete export of all contract-specific data, including referrals, bookings, case notes, activity data, audit trails, communication logs, outcomes, and any custom modules deployed for the service. Data can be provided in CSV, XLSX, or a structured extract agreed with the authority, and PDH can also support alternative formats (e.g., SFTP-delivered files, API pull, or encrypted file transfer) where required.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: PDF

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: Critical Severity Level - The entire System is unavailable, e.g. Server, switch or firewall failure. Response time is 15 minutes. Update frequency is every 30 minutes, with a solution agreed in 4 hours.; ; High Severity Level - Operation of the System is degraded, or major components of the System are not functional, e.g. Websites not working, time outs. Response time is 60 minutes. Update frequency is every 60 minutes, with a solution agreed in 8 hours.; ; Normal Severity Level - Errors that are non-disabling or cosmetic and clearly have little to no impact on the normal operation of the System, e.g. minor performance degradation, maintenance task. Response time is 4 hours. Update frequency is every 24 hours, with a solution agreed in 8 days.; ; PDH guarantees an uptime of 99.8% of the software not including any planned downtime for maintenance.; ; The Response Times set out refer only to the time within which the Service Provider shall respond to a Support Request. The Service Provider gives no guarantee as to the time any given issue may take to resolve save that it hereby undertakes to use reasonable endeavours to resolve issues as quickly as is reasonably possible.
• Approach to resilience: Available on request
• Outage reporting: PDH operates a clear, proactive, and fully auditable outage-reporting process designed to ensure all customers receive timely and accurate information whenever service availability is impacted. Our platform is monitored 24/7 using an integrated uptime and performance monitoring suite. If any component of the service – including application availability, API endpoints, data services, or infrastructure – falls outside of defined thresholds, an automated alert is immediately triggered.; Outages and service degradations are reported to clients primarily through email alerts, which are sent to all nominated technical and operational contacts. These alerts include the nature of the outage, the impacted modules, the time first detected, and an initial assessment of severity. Follow-up updates are provided throughout the incident lifecycle, detailing investigation progress, mitigation steps, and expected resolution times.; For major incidents, PDH initiates its formal Incident Management Procedure, which includes rapid escalation to senior engineers, communication via structured update emails, and post-incident reporting. Once resolved, clients receive a closure email summarising root cause, actions taken, and planned preventative measures.; All outage notifications, communications, and resolution notes are logged to ensure full transparency and availability for audit or review. This approach ensures G-Cloud buyers receive consistent, timely, and compliant reporting for service outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Users need to have an account to access any of these features. Without access, they will be automatically restricted.
• 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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

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: We are ISO 27001 certified with BSI. We are registered to the information commissioner (ZA286500). We carry out DPIAs on all projects. We complete cyber security awareness training every February. We hold policies on physical access, secure working areas, secure remote working, access control, network security, endpoint and malware protection, encryption and secure data handling, vent logging and monitoring, business continuity & backup, software & patch management, communications security.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our change management procedure ensures PDH minimises risks to the confidentiality, integrity, and availability of information. All technology-related changes must be assessed, approved, and communicated in advance. ; ; System owners and the Information Security Manager evaluate impacts, with significant risks requiring top-management approval. Deployment must include fall-back plans, updated documentation, and continuity procedures. ; ; Changes to production systems follow the System Change Control process, and risk owners verify that security requirements are met. Effective change management reduces uncontrolled changes and supports secure, reliable operations.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Test answer
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Test
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Incidents are managed and monitored through our ticketing process, provided by Freshdesk. Users can raise tickets, through differing severity levels, which our support team has different SLA's to respond to. Our policies for the SLA's and incident response can be supplied upon request.
• Post-quantum cryptography secure: No

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 v4.0)

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: 1%
• Between £250,000 and £500,000: 3%
• Between £500,001 and £1,000,000: 5%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 13%
• Over £5,000,001: 18%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Standards Institute (BSI)
• ISO/IEC 27001 accreditation date: Wednesday 26 March 2025
• What the ISO/IEC 27001 doesn’t cover: Not Applicable
• 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: A8c39d92-9025-47ce-b53c-d788e005edf1
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • 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
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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 alison@pdh.uk.com. Tell them what format you need. It will help if you say what assistive technology you use.