Qudini Limited

Patient Appointment Booking Software and Virtual Queuing System for Health Care

The Qudini Appointment Scheduling Software and Virtual Queuing App enables healthcare organisations to schedule appointments and manage their patients, staff and operations to increase accessibility, improve patient experience, save time and reduce costs.

The system also helps you to deliver safe and efficient Coronavirus vaccinations.

Features

• Queue Management System
• Appointment Booking Software
• Task Management Software
• Full API integration with existing technologies
• Works on any hardware
• Flexible and easy to set-up and centrally manage
• Use solutions alongside each other or independently
• Robust and secure with ISO27001 accreditation
• Manage staff activities, performance & breaks
• Fully customisable online booking interfaces

Benefits

• Improve service accessibility and serve more patients
• Improve patient experience and reduce complaints
• Reduce waiting room crowding and maximise use of space
• Improve efficiency and reduce operational costs
• Use data to drive transformation
• Reduce risk of Covid-19 transmission

£2,999 a licence a year

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

Framework

G-Cloud 13

Service ID

844246102643672

Contact

Imogen Wethered
0203 322 3312
accounts@qudini.com

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: Other services extension; ; Queue Management System from Qudini; ; Appointment Booking Software from Qudini; ; Workshop and Event Booking System from Qudini; ; Task Management Software from Qudini
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: No constraints. Qudini is compatible with all types of hardware.
• System requirements:
  • Any internet browser
  • Any tablet or smartphone device

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 (Critical) - within 1 hour Priority 2 (Urgent) - within 4 hours ; Most non-critical queries are responded to within 4 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: All support offers are included in our main software subscription fees. ; ; To provide high availability: We guarantee a Service Level Uptime of 99.95%. ; ; We offer telephone support Monday-Friday 9:30 - 6pm. ; ; Our technical support team also support critical and urgent issues during the weekend, ensuring that all customers have access to the system.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Qudini offers a unique training programme for each system implementation, reflecting the customer/visitor/patient journeys that Qudini is to support and the unique system configuration that will enable this. ; We create written training materials supported with professional graphics, taking each user through the system interface and system functions relevant to their own role. ; We provide on-site training, in a classroom style or directly in the face-to-face service environment, working through real customer/visitor/patient scenarios. ; For cost and time efficiencies we advocate a ‘train the trainer’ model, where Qudini provides a short training programme, supported by literature, to your supervisory, management and professional development colleagues. ; This knowledge and skill can then be disseminated to all relevant colleagues on a timetable to suit you and using your own internal resources.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Users can extract their data at the end of their contract through communication with our technical team. So long as their request complies with the contemporary data protection acts.
• End-of-contract process: At the end of the contract we will simply turn off your access to use the Qudini Queue management system and provide you with up to 60 days notice to request any of your data that you require. After this period we reserve the right to delete your data.; ; Data will be provided in an Excell/CSV format unless requested otherwise. We offer a variety of other more technical formats which can be discussed at the time.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Qudini mobile and desktop services are designed to be very similar.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Whilst Qudini can easily be deployed as a stand-alone system, it is also an open platform that is easy to integrate with any other systems (using our available APIs, SDKS and widgets). These are accessible through our project team.; APIs enable integration with platforms including (but not limited to): ; Websites; Mobile apps; CRM; Calendar ; Business Intelligence; Workforce Management ; Order Management systems; Digital Signage; Self-service kiosk displays
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Organisations using Qudini can easily customise all our customer facing interfaces with their logo and brand colours and text wording, including our: ; ; Staff interfaces; Self-Service check-in kiosk; Online Appointment booking interface; Online Event booking interface; Join the queue on mobile ; Customer email communications ; SMS message content ; Queue position tracker weblink ; Printed paper tickets; Digital signage TV displays; Follow-up messages; ; Our staff facing tablet and mobile app can also be customised with your brand colours and logo

Scaling

• Independence of resources: Independence of resources; ; To ensure consistent service availability and performance for all our clients we use a number of automated monitoring services to consistently and instantaneously detect any errors and performance issues. The majority of issues are resolved before the errors are even noticed.; ; Failure occurrences are further minimised through our Virtual Server Platforms use of auto-scaling and auto-replication. Qudini data is automatically replicated in several locations, so that in the event of failure, a complete region outage or excessively high-usage a new server is automatically reloaded without your users even noticing.

Analytics

• Service usage metrics: Yes
• Metrics types: Customers added to queue; Appointment/event bookings made,; Online appointment/event booking interface traffic; Appointment/Event bookings served,; Appointment No Shows and Cancellations,; SMS messages sent,; Customer engagement,; Peak periods/times of day,; Arrival times,; Service length times,; Product/service interest,; Outcomes of conversations,; Reasons for the outcome,; Customer language chosen,; Customer check-in method: kiosk, staff, phone,; Staff availability and time serving; Staff breaks and break reasons; Loyalty/repeat visits,; Follow-ups made,; Customer demographics
• Reporting types:
  • 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)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users can export their data as follows: ; ; Venue level data of the current queue/upcoming appointments/event customers: Through a button within the Qudini platform, exporting the customers into a PDF format Raw data can also be emailed in an encrypted and password protected Excel spreadsheet on a daily/week/monthly basis. Custom data exports can also be requested through our technical team
• Data export formats:
  • CSV
  • Other
• Other data export formats: Excel Spreadsheets
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • TSV
  • Excel Spreadsheet

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We offer to ensure at least a 99.5% uptime during Service Available Hours each calendar month in respect of each calendar month during which the Qudini Services uptime Service Available Hours is less than the SLA Target, Client shall earn service credits which shall be calculated as follows: (Uptime Service Level Target - Uptime Service Level) x the monthly Subscription Fees (pro-rated where applicable) Qudini shall deduct an amount equal to the service credits due to Client here-under from amounts invoiced in respect of the Qudini Subscription Fees for the Qudini Services. Up to such time as the service credits are exhausted, all remaining service credits shall be deducted from each invoice issued following the reporting of the relevant failure to meet the uptime SLA Target.
• Approach to resilience: Available on request
• Outage reporting: Qudini reports service outages through: ; ; A public Dashboard and Email Alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Access to Qudini server infrastructure (Amazon AWS) is protected by per-user access accounts that require 2-factor authentication. Access to individual servers for production and test environments require key based authentication and are restricted on a need to know basis. Access to the Qudini platform and support platform requires a username and password with a certain standard of password.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: BSI
• ISO/IEC 27001 accreditation date: 09/04/2018
• What the ISO/IEC 27001 doesn’t cover: There are no areas of our business that is outside the scope of our ISO/IEC 27001 certfication
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• 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: The CTO is responsible for ensuring compliance to all information security policies. All employees are trained on the information security needs of the company and strict disciplinary processes are used where employees are negligent of our policies. Our information security policy is available on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Changes required are assessed in terms of potential impact to our customers and discussed as to the best plan of action.; ; The components of our platform are tracked through their lifetime via an internal Wiki platform and our JIRA issue tracking software.; ; We have an internal Change Management Policy that ensures changes are done in a controlled and audited fashion, with changes being thoroughly tested before being put into production environments.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We take data and information security very seriously, and the whole architecture of the Qudini system is security hardened. A wide variety of regular security scans and vulnerability monitoring processes are used to ensure maximum security, some of these include: Firewall protection and use of version controlled configuration management Intrusion detection monitored through centralised log management and using automated alerts to detect suspicious activity Automated vulnerability scanning Server and production environment access control, using both 2 factor authentication and key based authentication on a need-to-know basis only Automatic and manual System monitoring using New Relics monitoring services
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: All Qudini servers are monitored for errors and performance at both a system and application level through New Relic’s monitoring service, in addition to automated reporting this is regularly checked manually for issues. Automated Vulnerability scanning is carried out monthly on Qudini production servers to ensure they are protected from the latest exploits. Vulnerabilities discovered are patched as quickly as possible in accordance with our Information Security policy.
• Incident management type: Supplier-defined controls
• Incident management approach: Available on request

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

  n/a
• Covid-19 recovery:

  Covid-19 recovery

  n/a
• Tackling economic inequality:

  Tackling economic inequality

  n/a
• Equal opportunity:

  Equal opportunity

  n/a
• Wellbeing:

  Wellbeing

  n/a

Pricing

• Price: £2,999 a licence a year
• Discount for educational organisations: Yes
• Free trial available: No

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