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Caseflow Clinical Case and Referral Management Software

Blue Zinc's Caseflow solution is a healthcare-specific digital platform that enables the efficient management of referrals, authorisations, billing, clinical records, reporting, SLAs and networks of third-party treatment providers.

Caseflow integrates with Blue Zinc’s Pronto solution to enable secure and innovative referral, reporting and billing with third parties.


  • Highly flexible clinical pathway automation
  • Innovative and configurable clinical records
  • Integrated directional care pathways
  • Detailed SLA tracking and management
  • Comprehensive contract management
  • Integrated diary and appointment management across multiple sites
  • Worklist, team and user management
  • Integrated referral portal enabling communications, authorisation management and reporting
  • Powerful management of third party treatment providers incl. compliance management
  • Automated communications and notifications


  • Streamlining of clinical and administrative processes
  • Highly efficient management of multiple services, disciplines and pathways
  • Innovative clinical records, analysis and governance
  • Enhanced SLA management
  • Improved client service with contract -specific referral forms and templates
  • Secure and automated referral management with third party treatment providers
  • Improved patient service and journeys
  • Flexibility to support ongoing service change
  • Increased security and GDPR compliance


£115.00 to £145.00 a user a month

Service documents

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G-Cloud 13

Service ID

8 1 0 1 8 6 5 2 2 0 9 9 6 7 2


Telephone: 02890 998696

Service scope

Software add-on or extension
Cloud deployment model
Public cloud
Service constraints
System requirements
Modern web browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
The response time is dependent on the categorisation of the issue being raised and can range from 2 hours to 48 hours within business hours (Monday to Friday 08.30 - 18.00) excluding UK public holidays.
User can manage status and priority of support tickets
Phone support
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
None or don’t know
How the web chat support is accessible
Users can submit queries via the integrated web chat function
Web chat accessibility testing
We have not undertaken specific web chat testing with assistive technology users.
Onsite support
Yes, at extra cost
Support levels
Clients receive access to our dedicated technical and user support team who have been trained in all aspects of the products that they support. Support levels are as follows (with resolution including fix by way of work around until a planned fix can be deployed in keeping with any agreed release cycle):

The supplier will use all reasonable endeavours to respond to and fix:

Level 1 (high/critical priority) - response time 1 business hour and resolution time 4 hrs

Level 2 (medium priority) - response time 24 business hours and resolution time 5 working days

Level 3 (low priority) - response time 48 business hours and resolution time of next planned release
Support available to third parties

Onboarding and offboarding

Getting started
Blue Zinc works closely with the customer to implement innovative and effective solutions to ensure that the client benefits from maximum return on investment and user satisfaction.

This involves Blue Zinc's highly skilled team who are experts in the rehabilitation healthcare field and bring significant value added expertise.

This consultancy service includes project management, business analysis, design, set up, configuration, QA and tailored training services.

We work closely with our customers to plan and manage an effective project with high standards of project governance and ongoing service / maintenance of solutions.

Online training and documentation are available as part of the implementation services.
Service documentation
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
We provide data extracts in standard digital formats at the end of contract.
End-of-contract process
A smooth exit process at the end of a relationship is important for both supplier and client and as such, Blue Zinc provides a dedicated project plan for this phase. The need for continuity of service is paramount and the plan is designed with this in mind, specifically including:
- planning and consultancy for transfer of business including any live / 'in flight' referrals, cases or contracts
- test and live data extraction with secure transfer
- decommissioning of relevant applications
- deletion of data in keeping with GDPR (or other) legislative requirements

Using the service

Web browser interface
Supported browsers
  • Microsoft Edge
  • Chrome
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Mobile device will remove certain power user features such as settings and reporting.
Service interface
User support accessibility
None or don’t know
Description of service interface
The service interface is a responsive web application with embedded in-app live chat and knowledgebase platform.
Accessibility standards
None or don’t know
Description of accessibility
Users can access all aspects of the functionality within the system when combined with a 3rd party accessibility application.
Accessibility testing
Interface testing with users of assistive technology is on our roadmap for this year (2022) which will compliment and potentially provide an alternative to the use of a third party accessibility application.
Customisation available


Independence of resources
We have a Capacity Management regime that ensures that all users have optimum access to our service and their data. We monitor data traffic and user access to ensure that the service is available to clients when required.
We have set metrics around the availability of data which is discussed at our monthly governance meetings. Our offering can be further enhanced in this area as we can provide dedicated instances on request e.g. during critical periods of activity.


Service usage metrics
Metrics types
The user and/or account holder can access our user access audit function, which can be accessed and operated by the user on demand. it can be configured to integrate with third party analytics and be customised allow the account holder to view MI/BI user activity.
Reporting types
  • Regular reports
  • Reports on request


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
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
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
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
Our service has an export tool which allows the user to export data into a range of formats e.g. PDF, CSV etc
Data export formats
  • CSV
  • Other
Other data export formats
  • PDF
  • JSON
Data import formats
  • CSV
  • Other
Other data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
99.95% - no refunds under standard contracts. Negotiable on request.
Approach to resilience
Architecture details available on request.

We have availability monitoring via our SIEM and we employ a suite of alerting tools.

We have also established metrics for data availability which are subject to our governance regime and are discussed at our monthly security meetings.
Outage reporting
We operate a "Status Update" page that communicates outages, service performance issues and any planned essential maintenance; users can subscribe to alerts from the Status Update page.

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Access Control Policy and Change Management Policy. Principle of Least Privilege is applied throughout the organisation. This manifests as a variety of technical controls SSO/SAML/2FA/VPN/Dedicated Administrative Accounts. These are auditted regularly.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • 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
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
All aspects of our service in the UK and Ireland are covered by our ISO27001 certification.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
We have an Information Security Management System (ISMS) certified to ISO27001 which is governed by our Information Security Board (ISB); membership of which includes our Chief Information Security Officer (CISO), Data Protection Officer (DPO), Chief Technical Officer (CTO) and several board level directors. The ISB meets on a monthly basis and reports directly to the organisation's Board of Directors. Our information security policies are focused on protecting the confidentiality, integrity and availability (CIA) of the data we own and process. Policies and processes have been created to support our risk-based framework, of which governance, risk management, incident management, business continuity and disaster recovery are central . Our policies and procedures fall within the following categories:
- Information Security Policy;
- Human Resources (vetting, employment contracts, discipline, employment termination, annual Information Security Staff Awareness training etc);
- Asset Management (including information and physical asset registers);
- Access Control;
- Change Management;
- Cryptography controls;
- Physical Security;
- Operations Security;
- Communications Security;
- Development and Testing Standard Operating Procedures (SOPs);
- Supplier Management;
- Incident Management;
- Business Continuity and Disaster Recovery;
- Compliance.

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
Liefcycle - tracked, reported, managed, retired, replaced?

Change Management process - all system components directly associated with BZ environment and other information system resources that undergo changes are documented using BZ Change Management process (including, but not exclusive to,client requests, hardware/software upgrades, acquisition/implementation of hardware/software, changes/modifications to infrastructure). All changes are subject to scrutiny and must be authorised as per BZ's Change Authority policy statement.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Our data centres are accredited to ISO27001:2013. In addition, we adhere to our vulnerability management regime which incorporates an active Security Incident and Event Management (SIEM) provision, weekly vulnerability scanning on our estate and a requirement to deploy all patching requirements in accordance with our vendors guidelines as a minimum. Information on potential threats are received from third party vendors, industry research centres e.g. Gartner and government forums (CiSP, NCSC).
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
Our SIEM provision conforms to ISO27001:2013 and is used to monitor, analyse and report on log files e.g. Server logs, Firewall logs. Reports are generated and anomalies are reported to our Infrastructure Team who are responsible for investigating and remedying the issue if required, they are also responsible to reporting all security events and incidents to the Information Security Board (ISB) through our Information Security Management System (ISMS).
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
Our incident management process is documented and adheres to ISO27001;2013. Incidents are reported via a range of sources e.g. customer, SIEM, internal reporting, and are investigated, contained and managed by our Incident Response Team, major incidents can be escalated to the Information Security Board (ISB) and all incidents are reviewed on a monthly basis and reported on at the monthly ISB meetings.

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 v3.0)

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

Blue Zinc is committed to supporting the fight against climate change by enabling and promoting the use of services and operating practices that reduce CO2 emissions. Services include providing technology that allows patients to access clinical services remotely and digitally which reduces the need for travel to clinicians. Working practices include working from home to reduce travel and the use of video meeting technology to reduce travel for meetings.
Covid-19 recovery

Covid-19 recovery

Blue Zinc help the Covid-19 recovery in a number of ways including - by enabling products and services that assist with the delivery of clinical services to improve the health and wellbeing of those affected by Covid-19, by promoting the physical and mental health of staff who may have been adversely impacted by lockdown and working from home conditions, by changing working practices to ensure social distancing and safe working.
Tackling economic inequality

Tackling economic inequality

Blue Zinc has tackled (and will continue to tackle) economic inequality in a number of ways including the creation of well paid and highly skilled jobs, the promotion of existing staff, taking on apprentices and providing training and new skills to staff.
Equal opportunity

Equal opportunity

Blue Zinc are an equal opportunities employer and promote this culture within the organisation as well as complying with all relevant legislation relating to equal opportunities on the basis of gender, age, disability and community background.


Blue Zinc promotes the wellbeing of staff across a number of initiatives including the following stated objectives in our staff handbook: - provide the right company structure to enable you to do your job - provide the correct tools and materials to do your job to the highest levels - provide clear guidelines on every aspect of your job, what roles you fulfil, what you are expected to do, what you are not expected to do, your responsibilities, your goals, what you are accountable for and who you are accountable to - recognise a job well done - give regular feedback to you and updates on the company - treat you fairly, so that the guidelines for every employee are applied equally to all - to the best of our ability, ensure that overtime is not required by giving you enough time to do the tasks and not to be under stress - give each employee an extra paid holiday over and above your contracted holidays to be taken on the day of your birthday or the day after your birthday. - allow you to take time off at short notice where possible - be flexible and understanding if a relative is ill - be open and understanding if you have any issue, grievance or problem relating to work in any way. You will be treated fairly, in confidence and always taken seriously - take allotted holidays - take a full lunch break - take regular breaks and get fresh air during the day - speak with a colleague, friend or line manager if you are feeling under pressure or stressed


£115.00 to £145.00 a user a month
Discount for educational organisations
Free trial available

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 Tell them what format you need. It will help if you say what assistive technology you use.