Medic Creations Limited

Medic Bleep

Medic Bleep is a secure real-time communication solution for NHS Trusts, Health Boards, Hospital Groups and Integrated Care Systems, enabling doctors, nurses and multi-disciplinary teams to communicate and collaborate within and across healthcare organisations. It enables them to achieve operational efficiencies and better patient outcomes.

Features

  • Secure encrypted text and audio messaging with notifications/alerts
  • Individual and group messaging with patient identifier
  • In-app voice/video calling - SIP integration to enterprise telephony
  • Send images and common file types quickly and securely
  • Global organisation directory showing roles, availability & oncall status
  • Patient demographics from Electronic Health Record (EHR)
  • Audit trail: export conversations into PDF
  • Supports iOS and Android smartphones, tablets and desktop (web)
  • Broadcast message & disaster/pandemic management
  • Photo protection: images can't be copied/stored on mobile device

Benefits

  • Sending time-critical information securely, efficiently and accountably
  • Seeing when a message has been delivered and read
  • Reduction in workflow disruption, waiting by phones, waiting for switchboard
  • Audit trail for improved documented information for each patient case
  • Easily finding and contacting colleagues on duty through Trust directory
  • Reduced medical errors through clear written instructions and clarifications
  • More efficient communication improves service for patients with earlier escalation
  • Better use of workforce reduces overtime and locum/bank costs
  • Safer use of systems that comply with information governance
  • Reduced abandonned/unanswered calls to wards and switchboard

Pricing

£30,000.00 to £225,000.00 a licence a year

  • Education pricing available
  • 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 sandeep@mediccreations.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

8 3 5 6 0 3 9 8 8 6 0 2 1 0 5

Contact

Medic Creations Limited Sandeep Bansal
Telephone: 07800 633716
Email: sandeep@mediccreations.com

Service scope

Software add-on or extension
No
Cloud deployment model
  • Private cloud
  • Hybrid cloud
Service constraints
We offer a service level agreement of 99.99% - users are notificated in advance of any planned maintenance that requires downtime. Using the features of Kubernetes, we are able to deploy nearly all of our updates and changes with zero downtime.
System requirements
  • Apple iOS operating system 12 or above
  • Google Android operating system 9 or above
  • Chromium-based browsers
  • Hybrid hosting (optional for resilience) - VM hosting for Kubernetes

User support

Email or online ticketing support
Email or online ticketing
Support response times
In accordance with our service level agreement, we respond to all service requests within 30mins to 4 hrs depending on the urgency.
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
Web chat
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
WCAG 2.1 A
Web chat accessibility testing
Our solution uses a third party support package that includes webchat functions
Onsite support
Yes, at extra cost
Support levels
Clinical Risk Response Resolution:
P1>All users affected, high priority = response time 30 mins and resolution time 4 hrs (24x7)
P2>Many users affected, high priority = response time 30 mins and resolution time 8 hrs (24x7)
P3>Some users affected, medium priority = response time 30 mins and resolution time 1 working day
P4>Few users affected, low priority = response time 30 mins and resolution time 2 working days
Support available to third parties
Yes

Onboarding and offboarding

Getting started
We provide onsite and/or remote training for each customer in the form of Train the Trainer workshops. These workshops normally involve the customer's IT trainers and 1st/2nd line support staff as well as any nominated Floorwalkers and Super Users.

Our trainers remain onsite during golive period, to assist with floorwalking and sit with the 1st/2nd line support staff, to ensure that users are able to install the app, self-enroll and get started using Medic Bleep.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
At end-of-contract, Medic Creations has an agreed process for extracting all data which is provided in PDF form to the customer. This process will be completed within 30 days of the agreed end of contract date, with the data being transferred in a secure electronic format.
End-of-contract process
Once the customer has agreed an end of contract date with Medic Creations, each user account will be set to automatically expire on the given date, thereby preventing further use of the system after that date.

Users will automatically be logged out and no longer be able to log back in.

All user activity and the corresponding chat histories will be retained electronically for the period that was agreed when the contract started.

If the customer wishes for all of the chat history to be exported into a read-only PDF, this will be actioned by Medic Creations within 30 days of the agreed end of contract date. A secure electronic copy of the PDF will be provided to the customer. Should the customer wish for the chat history to be exported in any other format, this will need to scoped and agreed in writing at least 90 days before the end of contract date.

Using the service

Web browser interface
Yes
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Medic Bleep has both an iOS and Android app which is the preferred medium for mobile working. Our web app is identical in functionality, allowing desk-based users to have the benefit of on-screen notifications and messaging.
Service interface
Yes
User support accessibility
WCAG 2.1 A
Description of service interface
The Medic Bleep solution can be administered using our web based administration console that provides all of the functions needed. Any designated user who has been granted administrative permissions can access the console.
Accessibility standards
None or don’t know
Description of accessibility
It is possible to manage all of the Medic Bleep system using a custom web app. We have not yet assessed the accessibility of the service interface.
Accessibility testing
We test our web apps using an open source tool to assess suitability and identify improvements to comply with accessibility standards.
API
No
Customisation available
Yes
Description of customisation
The Medic Bleep solution can be customised by each customer. It is possible to add the customer's corporate logo to the administration panel and modify the baton roles, professions and locations that are available for each user to configure their individual profile.

Scaling

Independence of resources
The Medic Bleep solution is built on Kubernetes which has inbuilt features to manage both autoscaling and resilience/recovery if any one or more components fail for whatever reason. This gives us a platform with immense scalability and resilience that automatically responds to changes in user demand (up and down) over time and will exceed our uptime guarantee and service
availability.

Analytics

Service usage metrics
Yes
Metrics types
Usage metrics are reported through a series of dashboards which provided details of the number of active users (by group/dept), their availability/status, the messages sent/read and the voice and video calls that are made. These dashboards can be modified to suit each customers requirements and reports automatically generated and emailed to an agreed customer group.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Yes
Datacentre security standards
Supplier-defined controls
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
Data sanitisation process
Yes
Data sanitisation type
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
Data can only be exported by an administrator with the necessary permissions. Medic Bleep has been designed to be both IG and GDPR compliant; users are not able to screenshot or export data from the Medic Bleep app.
Data export formats
CSV
Data import formats
CSV

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
We provide a guaranteed level of availability that is 'four nines' (99.99% uptime) which is delivered with resilience and autoscaling. Using Kubernetes, we are able to maintain our systems with zero downtime.
Approach to resilience
The Medic Bleep solution is built on Kubernetes which is highly resilient and automatically scales up and down. Our hosting uses at least two geographically distant datacentres and there is no single point of failure in our solution, with automatic fail overs built into the design.
Outage reporting
The Medic Bleep solution reports performance, uptime and outages using automatic emails, SMSs and a public dashboard https://status.medicbleep.com which uses a recognised third party solution to monitor our solution.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
Access restrictions in management interfaces and support channels
Management and support channels can only be assessed by approved users that have been granted administrative credentials.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users contact the support team to get 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
Yes
Who accredited the ISO/IEC 27001
BSI
ISO/IEC 27001 accreditation date
06-04-2021
What the ISO/IEC 27001 doesn’t cover
N/a
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
No

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 have ISM policies and procedures that are part of our ISO 27001:2013 certification. All of our documents are published on an internal Sharepoint drive that our staff are able to access. Any member of staff can report a non-conformity which is added to an audit log and tracked through to resolution.

Staff conduct training as part of their onboarding and there is annual refresher training to ensure that there is continued awareness.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
We manage all of our development and change management through our Development and Change Management Process document, which is part of our Information Security Management System. All of our changes are managed and tracked through Github, with pull requests being used to review each change and manage any security risks. Each build has a unique id and is linked to one or more pull requests, providing complete clarity.

Changes are made to our Development environment, where we can safely test without impacting our other environments. Once approved, a change is then progressed into Staging and then Production.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our Devops Lead and our Technical Lead, conduct weekly and monthly reviews of our systems, reviewing all related information and security alerts to assess their relevance and potential impact. This is then incorporated into a new push request and actioned as necessary.

We monitor a number of open source publications as well as receiving alerts from Amazon and other third parties about new threats.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Our protective monitoring processes consist of a multi-layered approach, using a combination of technologies to provide near realtime alerts. We also employ the services of a Crest approved third party to conduct penetration testing of our systems on an annual basis or a major release, whichever occurs first.

When an incident occurs, a potential compromise and/or risk is identified, our devops lead are immediately stood up to assess the issue and devise a plan to mitigate the risk(s). Changes are then tracked through our change management processes with peer review of each stage to ensure there are no breaking changes.
Incident management type
Supplier-defined controls
Incident management approach
Any member of ours or our customers staff is able to report an incident to our IT Helpdesk. When an incident is reported, our helpdesk observes an ITIL methodology and will triage the issue within 30 minutes and assess the impact (both technical and clinical). Using a P1 to P5 prioritisation, the issue is then actioned within an appropriate timescale. A number of routine issues are documented within of our SOPs. We also have a business continuity plan and our technical team is immediately stood up. An after action review is then conducted to identify lessons learned.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Fighting climate change

Fighting climate change

The Medic Bleep solution is hosted on Kubernetes and does not use large dedicated monolithic servers (virtual or physical) which are wasteful in terms of both energy and hardware. By autoscaling our platform to meet utilisation/demand, we have reduced our hosting and energy footprint by more than 50% over the last twelve months.
Equal opportunity

Equal opportunity

Medic Creations is an equal opportunity employer. Our HR Manual includes clear guidance on equal opportunities:
- Ensure that no applicant or employee receives less favourable treatment, and that, wherever possible, they are given the help they need to attain their full potential to the benefit of the Company and themselves.
- Achieve an ability-based workforce, which is in line with the working population mix in the relevant market areas.
- Ensure clients of the Company receive consistently high standards of service and treatment whilst in our care.
- Provide facilities and access to training and development for all employees regardless of race, colour, religion or philosophical belief, ethnic origin, sexual orientation, gender, disability, gender reassignment, nationality, age, fixed-term, marital status or part time status.
Wellbeing

Wellbeing

Within Medic Creations' HR manual, we have a number of policies that address Wellbeing. These include maternity/paternity leave, time off, parental leave and harassment and bullying.

The Company deplores all forms of personal harassment and bullying and seeks to ensure that the working environment is sympathetic to all our employees. We have published these procedures to inform our staff of the types of behaviour that are unacceptable and provide employees who are the victims of personal harassment or bullying with a means of redress.

Pricing

Price
£30,000.00 to £225,000.00 a licence a year
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
We are willing to offer a limited free trial period, provided that measurable success criteria have been agreed in advance and that a fully qualified proposal with costs is in place to satisfy an award of contract if the trial is deemed a success.

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 sandeep@mediccreations.com. Tell them what format you need. It will help if you say what assistive technology you use.