INFORM HEALTH LIMITED

Inform Sexual Health

A comprehensive software application for sexual health service management supporting individual or fully integrated SRH, GU and HIV services. Inform SH is supplemented with a range of leading edge, on-line patient self management tools, designed to empower patients to safely self manage whilst supporting highly efficient service delivery.

Features

• Full version history available at the point of care
• Role based and clinical competency based access permissions
• Real time waiting room management for handover between HCP's
• Prescribing included & NHS EPS Integration
• Vaccination management, planning and follow up
• E-Requesting & Results
• ARV and results visualisation
• GUMCAD, SRHAD & HARS Reporting
• Integration with PHR for patient self management
• PHR for results on line, self taken histories etc

Benefits

• Integrated Patient Self-management - Improved patient experience
• Intelligent tools to modernise and enhance working practice
• Collaborative tools to reduce duplication and repetition
• Improved clinical decision making - supporting clinical best practice
• Reduced cost of service delivery
• Increased quality of service delivery

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 susan.bunn@informhealth.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

833815964057047

Contact

Susan Bunn
0330 111 0004
susan.bunn@informhealth.co.uk

About your service

• Service categories:

  Applications

  Collaborative

  • Enterprise community
  • Team collaboration
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Planned maintenance is scheduled outside of normal working hours between midnight and 5AM or as agreed with the customer.
• System requirements:
  • MS Edge Browser required (for Inform application users)
  • Chrome (for patient facing systems access)
  • Browser independent (for patient facing systems access)

User support

• Email or online ticketing support: Yes
• Support response times: Hours of Operation are Monday to Friday 08:00 to 20:00 (Excluding Bank Holidays) Saturday 09:00 to 17:30. Guaranteed levels of availability are Monday to Friday 08:00 to 20:00 (Excluding Bank Holidays) and Saturday 09:00 to 17:30. CATEGORY 1 - Service Level Target for Incident assessment and initial response - 1hr. Service Level Target for Resolution or Workaround 6hr. CATEGORY 2 - Service Level Target for Incident assessment and initial response - 1hr. Service Level Target for Resolution or Workaround 8hr. The target to respond to questions is within 24 operational hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: Inform Service Desk is a functional unit responsible for managing a variety of service activities made via telephone or email.; ; The service desk is the single point of contact (SPOC) between the service being provided and the service users. Service desk staff execute the incident management and request fulfilment process to restore the normal-state service operation to the users as quickly as possible. In context ‘restoration of service’ is meant in the widest possible sense. While this could be fixing a technical fault, it could equally involve fulfilling a service request or answering a query – Specific responsibilities of the service desk are:; ; Logging all relevant incidents and service request details.; Allocation, categorisation and prioritisation.; Providing first-line investigation and diagnosis.; Resolving incidents and service-requests when first contacted whenever possible.; Escalating incidents and service-requests that they cannot resolve within agreed timescales.; Keeping users informed or progress.; Closing all resolved incidents, requests and other calls. (Service desk is responsible for ensuring all the information required is captured prior to the tickets being closed.); Conducting customer/user satisfaction call-backs/surveys; Communication with users.; ; A single level of service is provided to all customers and a technical account manager is also provided wherever needed.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: A combination of training styles are available to suit local need. Onsite training is delivered to individual staff roles in groups of 8 to 10 staff. On site, online and web learning is available. User documentation is provided.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: MS Word
• End-of-contract data extraction: Upon the end of the contract, a full copy of the database will be supplied to the customer through an agreed method. An Read Only database can also be provided if required.
• End-of-contract process: Exit planning and an extract of the data will be provided within the cost of the contract. The data remains the property of the customer and is handed back to the customer in a range of formats. Any data on the Inform Health systems will be securely destroyed after an agreed period of time.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: It is shared with the client within the contract schedules.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Patient facing systems have been designed for mobile operation and are browser independent.
• Service interface: No
• User support accessibility: WCAG 2.2 A
• API: Yes
• What users can and can't do using the API: The API is used to communicate between the Inform clinical applications and web based patient facing technologies or patient facing kiosk and vending technologies. Changes that can be made utilising the API include updating of demographics, through to self taken patient histories, patient contribution and adjustment to the clinical record.; The API is a system to system level API and is maintained and supported by Inform Health only.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: All users, user access, roles and permissions are managed locally by the customer. Clinic and appointment management is managed by the customer. Care Templates are fully customisable, the Care Template build is carried out by Inform with local configuration of the various options managed directly by the customer. Patient triage is fully customisable and specified by the customer and configured by Inform.

Scaling

• Independence of resources: For applications hosted in Inform's data centre: Resources are actively monitored and balanced to ensure consistent performance and availability for users. Capacity planning, automated scaling and workload prioritisation are used to manage demand and prevent resource contention, ensuring that system performance is not adversely affected during periods of peak usage or operational change.

Analytics

• Service usage metrics: Yes
• Metrics types: Monthly service reports, detailing KPIs against the contract, are provided to nominated contacts at the customer organisation.; Real time dashboards are also provided.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with another standard
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: In the production environment, data extraction from reports and dashboards supports multiple export formats including CSV and SQL. For complete data migration upon contract termination, Inform provisions a fully replicated SQL database instance containing the complete dataset schema and records, delivered to the Trust via encrypted SFTP with cryptographic hash verification to ensure data integrity during transfer.
• Data export formats:
  • CSV
  • Other
• Other data export formats: SQL Tables
• Data import formats:
  • CSV
  • Other
• Other data import formats: SQL tables

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Guaranteed levels of availability are Monday to Friday 08:00 to 20:00 (Excluding Bank Holidays) and Saturday 09:00 to 17:30.; ; CATEGORY 1 -; Service Level Target for Incident assessment and initial response - 1hr.; Service Level Target for Resolution or Workaround 6hr.; ; CATEGORY 2 -; Service Level Target for Incident assessment and initial response - 1hr.; Service Level Target for Resolution or Workaround 8hr.
• Approach to resilience: Redundancy is built into the system from the onset so that a loss of any single device or system will not affect the application's functionality. This includes redundant HSCN and Internet connection utilising diverse routing into the primary datacentre. In the event of a total failure of the primary datacentre, a geographically separate Disaster Recovery environment has been deployed with real time replication of data between the primary and secondary datacentres.
• Outage reporting: Service-impacting outages will be communicated to the primary contact at the customer organisation via email.; SLA reports are issued monthly by email and supported as standard with quarterly performance review meetings (or more frequently if required). The SLA report details all outages along with tickets open at the start of the period, tickets raised and solved during the period and open tickets at the end of the period.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: All access to management interfaces and support channels is restricted through multi-factor authentication, role-based access controls, comprehensive audit logging, and need-to-know authorisation, with all activities monitored and compliant with NHS Data Security and Protection Toolkit requirements.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
• Information security policies and processes: Inform is ISO27001 certified. Inform has a nominated Compliance Director and in conjunction with the Compliance Officer, sets policy, and a separate internal auditor who audits staff equipment, accesses and training based upon the company policies. Inform's internal auditor reports to the external ISO auditor.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Inform follows the ITIL Change Management processes and also complies with the requirements of the DCB0129 standard for the safe manufacture of clinical systems. Any change to the system is documented and undergoes a business review and a technical review before being accepted/ rejected. If accepted, the change is risk assessed based on clinical safety and information security. Prior to development a specification is drafted and reviewed by the Inform Design Council. Iterative testing documentation is produced at each stage of the software development life cycle.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The operating environment is scanned daily using Tenable Vulnerability Manager for vulnerabilities. Critical vulnerabilities are immediately risk assessed and any mitigating actions applied. Vendor critical patches are applied with a target time of 48 hours. Routine patches are applied in line with patch schedules on the estate, but typically within 14 days.; Information on threats is gained through specialist monitoring software applied to our operating environment, OWASP subscription service, vendor and NHS bulletins.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: The hosting provider has deployed a suite of automated tools which monitor and alert on changes within the technology estate. Changes are compared against change management and any activity identified outside of expectation is promoted for investigation under incident management processes, including major incident invocation if required. Logs are retained should forensic analysis be required.
• 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: Inform operates an ITIL V4 incident management process.; ; The service desk provides the first response to customers’ requests, whether they come through the telephone or email and triage based upon priority and complexity, escalating where required as per the Inform Incident Management process. This policy and process is available on request
• Post-quantum cryptography secure: Yes

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: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 2%
• Between £2,500,001 and £5,000,000: 2%
• Over £5,000,001: 2%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Perry Johnson Registrars
• ISO/IEC 27001 accreditation date: Tuesday 11 February 2025
• What the ISO/IEC 27001 doesn’t cover: None - all aspects of our operations are covered by our ISO27001 certification.
• 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: 8a0e5c68-e7ff-40c5-ac9c-023a22004cca
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: D8f6817f-2cf8-4f14-bba4-da8a6fa74f60
• 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
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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

  • 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • 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

    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • 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
    • Delivery of additional environmental benefits through 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
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in 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 tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • 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
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

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 susan.bunn@informhealth.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.