ISLACARE LTD

Isla Remote Monitoring Visual Record

Isla provides a fully supported telemedicine platform and media record, allowing patients and clinicians to seamlessly capture and share photos, videos, PROMS, PREMS, voice notes etc. Used across Virtual Wards, Outpatients, Triage and FU reduction. HSCN connected, and NHSD approved with a dedicated implementation team to deliver exceptional results.

Features

• Patient and clinician submissions of images, videos, sound recordings, forms
• Enhanced referral management through integration with e-RS
• Bidirectional integration with EMIS and SystmOne for Community and Primary
• Seamless sharing with GPs, specialists, community nurses etc
• Library of >450 PROMS, PREMS and clinical forms available
• Automatic submission schedules to support long term monitoring
• Integration with existing systems - HL7 and FHIR APIs
• AI and Computer Vision modules to enhance clinical care
• Fully supported transformation services: implementation, project management and on-going support

Benefits

• Enhance clinical visibility and context for decision making
• Empower patients to self monitor conditions with appropriate support
• Reduce unnecessary face to face appointments
• Replace non secure processes such as patient email submissions
• Deliver remote monitoring and virtual wards securely and effectively
• Support clinicians across organisations through shared visibility of conditions
• Ensure medical information is securely stored for audit and compliance
• Improve patient triage and reduce RTT waiting times
• Replace time consuming video consultations with quick review of submissions
• Deliver pathways from Teledermatology to waitlist validation in one solution

£0.30 to £1.35 a unit a year

• Free trial available

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 pete@islacare.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

808951935611369

Contact

Peter Hansell
07956943014
pete@islacare.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: None
• System requirements:
  • Modern web browser access
  • Active directory integration preferred

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Weekdays - less than 4 hour response time; Weekends - less than 12 hour response time
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Web chat support is provided within the Isla platform and is subject to continuous user testing
• Onsite support: Onsite support
• Support levels: On site or remote technical and operational support can be provided and will be agreed as part of the project design and setup process; ; Adhoc on site support charged at £400 per day or unlimited support can be included within annual license fee
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Full on boarding service can be provided with on site or remote training
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Googledocs
• End-of-contract data extraction: All data can be transferred securely through API access
• End-of-contract process: At the end of the contract, communication with patients through the visual record will no longer be available. Staff user access and accounts will be disabled within 15 working days.; ; Where data destruction is required by the customer, Isla will complete this process and issue a certificate of data destruction.; ; Where data is to be retrieved from the Isla platform for local continued storage this process must be completed within 30 days of contract termination.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • Windows Phone
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The platform can be accessed through the browser on any web enabled device, desktop, laptops, mobile or tablet. The platform can also be installed with a single click as a progressive web application.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The service includes user interfaces to allow access to visual medical records for staff and patients. For ease of use, access is provided through a web interface and can also be installed as a progressive web application for regular users or clinicians.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Continuous testing of interfaces with all users and feedback mechanisms
• API: Yes
• What users can and can't do using the API: API access to integration of the visual record with other medical record systems; API access allows for secure access to all patient data for retrieval and storage as required
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Isla service is extremely customisable and users can customise entire clinical pathways for use by individual clinicians or entire specialties.; ; The platform is designed to facilitate the joining up of important health information across regions and between different health and care providers. The extend and rules of this are fully customisable by the customer to suit the desired operating model.; ; Patient and staff facing interfaces can be customised to match required branding/identity.; ; All communication with patients/GPs/Care homes etc is fully customisable either down to individual messages or as templates.

Scaling

• Independence of resources: Service performance is continuously monitored across multiple parts of the service with automated escalation of issues to our in house engineering team

Analytics

• Service usage metrics: Yes
• Metrics types: Usage metrics, audit data and project success metrics
• Reporting types:
  • 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 Security Clearance (SC)

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 SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Image and video data can be dragged and dropped between Isla and many other systems for adhoc exporting; ; All data is accessible for export through API interfaces
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Multiple media file formats
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • PDF
  • Multiple media formats

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: See standard Service Level Agreement included in the appendix of the Terms document
• Approach to resilience: Available on request
• Outage reporting: Email alerting of outages will be provided to the customer and any remedial action will be coordinated by the Isla account manager to ensure quick resolution of issues

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Isla can be accessed through the NHS App
• Access restrictions in management interfaces and support channels: Obfuscation of sensitive information (demographics, images marked as sensitive etc). Viewing rights appropriate to access level with a full audit history of actions.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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

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:
  • CyberEssentialsPlus
  • NHS DSP Toolkit (19/20 Standards met)
  • DTAC
  • Crest Approved Penetration testing - annually

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: NHS DSP Toolkit - 19/20 Standards Met (Org Code: 8KF89); CyberEssentials
• Information security policies and processes: Isla is registered with the information commissioners office, is DTAC ready, has completed the NHS DSP Toolkit specification (Org Code: 8KF89), holds CyberEssentialsPlus certification and monitors all information security policies and processes rigorously under the supervision of our Data Protection Officer.; ; The Isla DPO is responsible for holding fortnightly IG reviews with relevant representation from across the business and reports any remedial actions required directly to the Chief Operating Officer.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration of the platform and change requests will be managed by the customer and the responsible Account Manager from Isla. Any changes which have an associated security impact, or any changes which are non routine and may have an associated security impact will be reviewed in line with the company procedures as outlined in the NHS DSP Toolkit.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Vulnerability monitoring is performed routinely and includes monitoring from 3rd party vulnerability services. Patches are deployed in high priority releases and normally within a few hours of identification.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Compromises or potential compromises are identified through continuous monitoring of events within the platform. Any compromise requiring remedial action will be addressed as a high priority, aiming for a patch/solution within 8 hours.
• Incident management type: Undisclosed
• Incident management approach: Incident management procedures are detailed through Isla's response to the Information Governance Toolkit Statement of Compliance (please refer to NHS IG Toolkit website)

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: Health and Social Care Network (HSCN)

Social Value

• Fighting climate change:

  Fighting climate change

  Isla is dedicated to reducing the overall climate impact of health care delivery. Through providing services which can support patients to stay safe at home and receive optimal treatment without travelling to hospital - travel related emissions can be reduced. A study completed by Royal Brompton and Harefield showed an average of 28km of travel saved per patient using Isla.
• Covid-19 recovery:

  Covid-19 recovery

  Isla supports a wide range of health services and the focus of many of these is to tackle the elective backlog which has been accentuated through Covid-19.
• Tackling economic inequality:

  Tackling economic inequality

  Isla makes it easier for patients to receive the healthcare they need without incurring potentially inhibitive costs. Travel costs and time off work have been shown to be significant drivers of cost for patients and Isla effectively minimises the impact of these.

Pricing

• Price: £0.30 to £1.35 a unit a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Free 3 month pilot available to support assessment of the service; Included setup and support with a dedicated implementation manager; Does not include non standard configurations or bespoke changes to the platform; Does not include non standard integration or data transfer approaches

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 pete@islacare.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.