T-Pro

T-Pro eClinic Manager - Video Consultation, and Virtual Care solution

T-Pro eClinic Manager enables healthcare organisations conduct video and telephone consultations, and manage face-to-face appointments from a single consolidated platform, which seamlessly integrates with PAS/EPR. By connecting healthcare professionals with their patients virtually, T-Pro simplifies healthcare delivery, so healthcare teams can provide care when and where it’s needed.

Features

• Schedule virtual consultation appointment from any PAS/EPR scheduled visit
• Send patient secure email or SMS to access appointment
• Excellent video and audio ensure optimum clinician-patient telephony consultation experience
• Support for multidisciplinary team on a single video call
• Live chat to simply and easily communicate during video consultations
• Immediate access to contextually appropriate patient records
• Generate attendance reports for compliance and reimbursement
• Patients don't need accounts, software, or individual dial-in details
• Patients enter queue in clinics online waiting area
• Optional speech-to-document encounter following video consultation

Benefits

• Easy to access and use eClinic/virtual care services
• All-in-one platform for video/virtual consultation and telephony consultation
• Diagnose and treat medical issues faster
• Improved patient outcomes and patient experience with less missed appointments
• Increase new and retained patient revenue
• Virtual Care increases healthcare access and convenience
• Virtual consultation flexibility improves employee satisfaction
• Enhance operational efficiency and increase capacity with virtual exam rooms
• Direct patients to the right care setting
• Telephony consultation reduces avoidable emergency room visits

£84 to £240 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@tpro.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

843868462383139

Contact

Liam Murphy
+44 (0)2 0864 1504
sales@tpro.io

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: T-Pro Dictate - Digital Dictation & Speech Recognition Workflow Documentation Solution.; ; By offering T-Pro eClinic Manager, as part of T-Pro Dictate - healthcare organisations can schedule, assess patients virtually and then document the patient encounter using AI-powered speech recognition and distribute documents to GP's, EHR or other downstream system.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Users require a modern web browser (on a desktop, laptop, or on Android tablet or smartphone), and Safari web browser (on an Apple iMac, MacBook, iPad or iPhone).
• System requirements:
  • Google Chrome Web Browser
  • Apple Safari Web Browser
  • A web camera (built-in or USB)
  • A microphone ( built in to laptop computers and webcams)
  • Speakers or headset
  • (Recommended for service providers) A second monitor
  • A reliable connection to the internet greater than 192kbps rate

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our Helpdesk operates 08:00 - 20:00 Monday - Friday and 09:00 - 17:30 at weekends and bank holidays. Initial response times during these hours are typically around 16mins. Response times out of hours when we offer emergency support and a skeleton helpdesk may vary.
• 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: None or don’t know
• How the web chat support is accessible: T-Pro's web chat feature is used to support our end-users. Our 7-day a week in-app web chat provides end-users on demand support and training, ensuring they get the most out of the software.T-Pro’s average response time for in-app support queries is 10 minutes. ; ; End-users are initially prompted with instructional articles based on the query they have submitted, and can close their query if the suggested article resolves it. Suggested articles are from T-Pro's 'Help Centre', the platform's eLearning hub of instructional articles, video guides, quizzes, full user manuals and more. ; ; End-users can also contact the helpdesk via phone, email, and help centre.
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: T-Pro's centralised, robust user-support service is available via phone, email, and in-app web chat channel (with integrated knowledge base) to ensure all end users receive adequate assistance to enable the achievement of potential benefits. T-Pro provides a completely managed service, offering 365 days a year live in-app support. Our support team can see the context of the query and information regarding the end-user, application, device, OS, app version etc. Further available help includes context-sensitive online help, tool tips, on-boarding elements using visual clues, and the creation of bespoke templates. T-Pro’s average response time for in-app support queries is 15 minutes. In addition, we are available via telephone and email. For buyers with 30+ users, T-Pro will provide a dedicated account manager and on-site implementation support (1 day on-site on-boarding for every 10 users). This will be provided by one of our PRINCE2 qualified project managers. In addition, buyers with 30+ users will be given a separate technical project lead who will be available to liaise with the buyer's IT staff directly outside the normal support channels.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: When buyers start using the service, T-Pro will assist them in creating accounts, setting up workflows and templates, and on-boarding users. T-Pro provides full user documentation, end user help centre resources, 7 day a week help-desk and remote set-up and implementation, which includes online training. In addition, for buyers with 30+ users, T-Pro will provide on-site training (1 day for every 10 users) The T-Pro Dictate Help centre also contains e-learning articles, tutorials, and product videos. This can be accessed by logging your account and clicking on your user profile.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Once contract ends, the customer will be able to extract their data, including all documents and audio files created.
• End-of-contract process: At the end of the contract, T-Pro have defined processes and planning documents in place to ensure a seamless transition. There is no additional termination charge on top of this should the Customer wish to terminate the service during the subscription term.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The patient can access their virtual appointment via their preferred mobile device i.e. smartphone or tablet.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: T-Pro eClinic Manager is designed with usability in mind. All interfaces are intuitive with ease of use at the forefront of our design.
• Accessibility standards: None or don’t know
• Description of accessibility: Accessibility functions of the service include: Text resizing (Large text options) Page resizing Descriptive ALT text for all images/buttons etc. Compatible with all browser accessibility options
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: Most configuration aspects of the T-Pro eClinic Manager service can be accessed via the API.; ; Developers can enable their applications or integrations to access the API using credentials with the appropriate access levels to the target configuration.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can customise many aspects of the T-Pro eClinic Manager service including branding, messaging provided to patients (appointment notification, reminder, cancellation & more), support contacts, patient information, opening hours, service URL and post consult evaluations.

Scaling

• Independence of resources: The T-Pro system was developed in line with cloud first policy. It utilises a fully secured PostgreSQL cluster (master with a set of read replicas) to ensure the system can be accessed and queried in real-time without affecting the speed of the user interface. This cluster is architected in a scalable manner to ensure we can meet increasing demands of our user base without affecting performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Standard reports are available for system access and usage including: Number of users; Number of Consultations; Number of Meetings; Organisations Created; Waiting Areas Created; Activity Per User / meeting room / Waiting Area activity
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: All data is encrypted at rest within amazon's S3 environment. Each object is encrypted with a unique key employing strong multi-factor encryption. As an additional safeguard, it encrypts the key itself with a master key that it regularly rotates. Amazon S3 server-side encryption uses one of the strongest block ciphers available, 256-bit Advanced Encryption Standard (AES-256), to encrypt data.
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The T-Pro eClinic Manager platform has a number of built in UI elements that allow users to export data in a number of different formats. Automated export routes to export data to third party systems or external storage, can be configured as part of the implementation process. T-Pro then also offer an off-boarding service whereby data can be bulk exported from the platform in a format agreed with the buyers.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • Word (.docx)
  • MP3
  • Original audio format (as uploaded to platform)
  • XML
  • HL7 (v2.x, FHIR)
  • TXT
• Data import formats: CSV

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)
  • Other
• Other protection within supplier network: AES 256-bit

Availability and resilience

• Guaranteed availability: The T-Pro eClinic Manager platform is hosted within Amazon Web Services (AWS) environment. AWS are the number one provider of infrastructure as a service with demonstrable up-times of 99.989% in EU West, 99.997% in APAC and 100% in US East and West regions. T-Pro doesn't have a standard SLA governing up-time but is happy to come to a separate agreement with buyers on this.
• Approach to resilience: T-Pro utilises Amazon Web Services built in back-up, redundancy and fall over utilities which are widely documented and are considered industry leading. As our own system architecture is commercially sensitive we would prefer not to publish this. However, documentation is available on request.
• Outage reporting: Any unplanned service outages are communicated via email to nominated contacts within the buyers organisation.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Managers are granted administrative privilege to their Organisational Units.; ; Day to day management of individual health provider access and usage is delegated appropriately to trained and responsible actors assigned to Organisation Unit, Group and Waiting Area Roles admin roles; ; Admin role is distinct from that of a service provider and has no access to clinical operations.; ; Admin roles do not have access to “add self” operations and must refer to a higher level administrator, or another administrator at the same level for their own role assignments.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • 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: Yes
• Who accredited the ISO/IEC 27001: SGS UK Ltd.
• ISO/IEC 27001 accreditation date: 07/11/2022
• What the ISO/IEC 27001 doesn’t cover: Certificate is applicable to the Provision of medical dictation, speech recognition, transcription and clinical correspondence software to the healthcare industry
• 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:
  • Registered with the Data Protection Commissioner in Ireland
  • NHS DSP Toolkit
  • CREST certified (PEN Testing certification)

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 27001; ; Cyber Essentials; ; Cyber Essentials Plus
• Information security policies and processes: User management within the T-Pro eClinic Manager system governs access to sensitive information. Initially all user access will be set up by T-Pro. However nominated users within the buyer organisation will have ability to create, update, deactivate and delete users. T-Pro and management users can enforce password complexity and expiry for users. They can reset passwords, enforce MFA and IP locking where it is deemed necessary. Developer access is controlled by the T-Pro CTO. Passwords expire regularly (once a month currently), require MFA and are set to a high level of complexity. T-Pro employs a strict de-hiring process where all user access is revoked and passwords changes etc.

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: T-Pro eClinic Manager platform is upgraded periodically. T-Pro maintains a number of testing and staging environments where any new code is stringently tested before being deployed. Initially developers test in their own development environments. Third party companies are used to help develop automated tests and provide manual testing resources. Regression testing forms a large part of any testing cycle. Any new changes to the system are assessed against pre-defined criteria for impact to user experience, user/data security, interface and interoperability. New deployments are accompanied by release notes which are distributed to clients either management level or to end-users as applicable.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Potential threats to the system are identified in a number of ways. Primarily T-Pro undertakes bi-annual pen testing. Following identification of any threats patches are deployed immediately once fix if found, confirmed and tested. Info on prospective threats is found via security notices and journals as well as on advisement from third party pen testing company.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: T-Pro is able to identify compromises with ease. As the system is logged, behaviour is known so can be analysed. T-Pro responds to any compromises by first taking a clone of the compromised machine for forensic analysis. Then isolate the affected service to minimise impact. Response time is defined as ASAP.
• 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: T-Pro define and incident as any unexpected event. Users can report incidents by submitting emails, chat, phoning or otherwise contacting support. When reported a ticket is created on our help-desk. Depending on the severity of the incident and the agents ability to resolve it, the ticket can be escalated all the way to director level. Where a user is significantly affected, security is compromised or the system experiences a failure/downtime a further incident report will be produced. This is created by the agent countersigned by the director. The incident report is attached to the ticket and shared with the client.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: Yes
• Connected networks:
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Carbon reduction is essential to T-Pro’s sustainable growth strategy by mitigating the effects of climate change and our organisational footprint.; ; In alignment with the NHS and its Climate Emergency Plan, T-Pro is committed to reaching Net Zero by 2050, and has published a Carbon Reduction Plan on our website (info.tpro.io) outlining the processes, initiatives and actions being undertaken by our team on our journey to net zero.; ; Our hosting partner, AWS, will move to fully renewable energy for all of its data centres by q4 2024, ensuring that client data is not only securely stored in the cloud, but is stored with minimal environmental impact.; ; T-Pro works closely with healthcare organisations to form strategic relationships, helping organisations to minimise their carbon footprint and secure a reliable, sustainable service.

  Covid-19 recovery

  Our Cloud Software solutions facilitate working from home, in line with MAC 1.3 of the Social Value Model. Notably, T-Pro’s work throughout the pandemic was recognised via the 2021 ‘Impact Award’ - given by Deloitte, in conjunction with Meta - which particularly highlighted the delivery of our online clinic and virtual consultation platform.; ; This platform, as provided through our eClinic solution, was vital during the initial months of the Covid-19 pandemic lockdowns, allowing a range of HSE and NHS healthcare organisations to continue their patient care remotely. These capabilities are also continuing to support recovery from the Covid-19 pandemic, in line with MAC 1.1, as hospitals and clinics can employ staff regardless of location. This provides more flexible working conditions and aids the continued employment of current staff, as well as attracting new employees.; ; Institutional investors and customer contracts have led us to double the size of our workforce in the last 18 months, thus investing in new opportunities for those left unemployed by the Covid-19 pandemic.; These opportunities have focused primarily on project management and training, with the commensurate increase in learning new digital skills within the company. ; ; T-Pro invests time and money into training and upskilling of our staff, and have done so since before the pandemic. Should any member of staff feel that they would benefit from specialised training, T-Pro supports their enrolment, funding, and training leave toward such courses.; ; Business continuity throughout the pandemic has also rested upon the continued welfare of our internal staff. This is why T-Pro established a Social Committee early in the Covid-19. The Social Committee has since been responsible for arranging various online activities toward the continued interaction of our staff. Through quizzes, virtual exercise sessions, and online book clubs, T-Pro ensured we maintained morale and staff wellbeing throughout pandemic lockdowns.

  Tackling economic inequality

  To tackle economic inequality, T-Pro is committed to:; ; * Incentivise more employers in a wider range of industries to participate and clarify the benefits to apprentices, including pay progression paths;; ; * set a target for reducing skills inequalities in line with public preferences, through a process of consultation;; ; * to adopt a living wage for staff to eliminate in-work poverty.; ; To ensure the future success of our team, at T-Pro or elsewhere, we invest considerable time and money into staff upskilling. Our company offers a diverse range of solutions for clinical documentation and virtual consultation. ; ; As such, we assign two-weeks’ training to all staff - including those employed as contractors or on freelance agreements - to ensure a company-wide, consistent understanding of our client needs and the overall service which T-Pro provides.; ; Alongside this, our company encourages staff to enrol in post-graduate degrees to upskill their capabilities in industry accreditations such as Microsoft and PRINCE2.; ; In such instances, T-Pro supports our employees with both funding and the time and space necessary to enable them to succeed.; ; At T-Pro, we believe creating an inclusive environment where everyone can be their true and authentic selves drives better business results.; ; We are committed to fostering a culture that embraces diversity and supports our employees.; ; T-Pro is deeply committed to supporting all our employees both professionally and personally, and to creating a workplace that is inclusive, diverse, and equitable.; ; In addition to global policies that prohibit discrimination of any kind, we offer inclusive benefits for employees and their families, promote equality for all, and support diversity, equity and inclusion education and programs.

  Equal opportunity

  At T-Pro, we believe creating an inclusive environment where everyone can be their true and authentic selves drives better business results.; ; We are committed to fostering a culture that embraces diversity and supports our employees.; ; T-Pro is deeply committed to supporting all our employees both professionally and personally, and to creating a workplace that is inclusive, diverse, and equitable.; ; In addition to global policies that prohibit discrimination of any kind, we offer inclusive benefits for employees and their families, promote equality for all, and support diversity, equity and inclusion education and programs.

  Wellbeing

  Our diverse range of solutions for clinical documentation and virtual consultation support the wellbeing of doctors and clinicians employed by our clients, as well as the patients whom they serve.; ; Time and motion studies conducted on behalf of a number of our clients have shown that clinicians who use T-Pro’s speech recognition web and mobile app based workflows can spend 12 fewer hours documenting per month, than they did previously when dictating natively in the EPR using another supplier.; ; Reducing the time spent on documentation and providing clinicians with flexibility in how and when they dictate, T-Pro's software drives efficiency in healthcare organisations, alleviating clinician burnout and enabling staff to devote more time to higher value tasks and patient care.

Pricing

• Price: £84 to £240 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: T-Pro offer a 30-day free trial for up to 10 users. Once a trial contract is signed T-Pro set up accounts and configure system for up to 10 users within 48 hours. Users/technical contact receive access instructions for software. T-Pro provides remote training to users if needed.
• Link to free trial: https://info.tpro.io/solutions/eclinic-manager

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@tpro.io. Tell them what format you need. It will help if you say what assistive technology you use.