Evergreen Life

askmyGP

askmyGP is our online consultation and workflow method that helps GP Practices manage patient caseload through operational change and digital triage. We make it easier for patients to contact their own practice and help practices prioritise and deliver high quality care efficiently within resources from throughout their networks.

Features

• Asynchronous online consultation request submission
• Patient triage and routing to appropriate clinical staff
• Secure two-way messaging with clinicians
• Online appointment and callback request capabilities
• Integrated urgency assessment workflows
• Multi-device web platform accessibility
• Clinician task management cockpit and dashboard
• EMIS and SystmOne integration support
• Configurable practice access and capacity controls
• Patient identity verification and security compliance

Benefits

• Reduces phone congestion and improves access efficiency
• Allows patients to request care anytime, from anywhere
• Enables faster clinical prioritisation and safer workload allocation
• Streamlines communication between patients and care teams
• Minimises unnecessary appointments through structured triage
• Improves practice capacity planning and demand forecasting
• Supports continuity of care and better patient experience
• Shortens response times for routine clinical queries
• Allows patients to submit information at their convenience
• Frees clinical time for higher-value patient interactions

• Free trial available

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 richard.benson@evergreen-life.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

860952370369485

Contact

Richard Benson
0161 768 6063
richard.benson@evergreen-life.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: None
• System requirements:
  • IOS & Android compatible for mobile devices
  • Web portal accessible from a PC or Smart Device

User support

• Email or online ticketing support: Yes
• Support response times: Low: First Response- 24hrs, Resolution Time 48hrs. ; Medium: First Response- 12hrs, Resolution Time- 16hrs; High: First Response- 30mins, Resolution Time- 4hrs; Urgent: First Response- 30mins, Resolution Time- 2hrs
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• 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: N/A
• Web chat accessibility testing: No formal assistive‑technology user testing has been conducted on the Freshchat/Freshdesk widget by Evergreen Life.
• Onsite support: Yes
• Support levels: During the subscription period, the Evergreen Support Team will offer technical support to all users.; ; Access to manned helpdesk and named Application Support Specialist is provided Mon-Fri (excluding Bank Holidays). Customers also obtain support from a named Account Manager for general support and escalation if required.; ; Standard support packages are included in published costs. Extended support hours and services may be agreed on a case by case basis with a customer, but may be subject to additional fees.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We offer options of onsite or online training. We also provide an e-library of resources and offer onsite launch support.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: We offer a personal health record which is free of charge for our users. They retain their data for as long as they have the app installed or have access to their account on our website. Users can request to have all data relating to them deleted at any time via our support team and inline with GDPR.
• End-of-contract process: The end of a contract would simply involve the withdrawal of our service or the removal of access to data.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: This documentation is sent via email.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Our mobile and desktop services offer access to similar experiences over both platforms.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: API service interface
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: None.
• API: No
• Customisation available: Yes
• Description of customisation: Service customisation is available to customers to account for local population and clinical needs, and selection of tools and their operation. Our Account Management Team support customers to select and apply customised options and pathways based on clinical expertise and usage data. Customisation extends to system behaviors, thresholds and clinical tools (form/questionnaires) which are configurable to the needs of each customer.

Scaling

• Independence of resources: Our solution is cloud based and scales both horizontally and vertically to meet demand. Additional resources are added based on automated monitoring of thresholds alongside the supervision of our infrastructure team.

Analytics

• Service usage metrics: Yes
• Metrics types: Evergreens tools facilitate access to comprehensive patinet and population level data to inform health and wellbeing choices.; ; End users obtain sophisticated, yet accessible information based on their own PHR health records.; ; In clinical settings we provide analysis of activity and efficiency over selected time scales analyse long term trends in patinet demand.; ; We enable service providers and commissioners to monitor service and managment activity, including speed and method of response, clinial continuity and repeat user frequency.; ; Collectively, the data for improvement support improved patient feedback, and outcomes for all users.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: 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: 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 SSAE-18 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • 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:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Data export is provided via a secure supported service, due to the nature of data processed within our systems. This includes personal and special category data, managed within NHS secure networks.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • XML
  • JSON
  • Format agreed with user
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • XML
  • JSON
  • Other formats agreed with user

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: The services are designed with redundancy and resilience in mind. Availability commitments are provided on a contract-by-contract basis and may vary depending on contract size and agreed service levels. Evergreen will use all reasonable endeavours to meet the availability level specified in the applicable service agreement. Availability calculations exclude scheduled maintenance and network failures or issues outside Evergreen’s control, and are governed by the terms set out in the relevant service policy.
• Approach to resilience: This information is deemed sensitive and is therefore available on request.
• Outage reporting: Evergreen Life have a customer (private cloud) dashboard and email alerting.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Limited access network (for example PSN)
  • Username or password
• Access restrictions in management interfaces and support channels: We have a cloud based active directory including two factor authentication for access to any internal or cloud system. Privileges are granted on a least-access basis and reviewed frequently in line with our policies on systems access and management
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: You control when users can access 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

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: Evergreen Life work to ISO 27001, Cyber Essentials Plus, the Data Security and Protection Toolkit and the Information Governance Toolkit. Full details of our policies, procedures and security governance are available on request.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our configuration and Change management approach is fully documented in accordance with the requirements and standards of ISO27001. We are independently audited annually.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Evergreen Life have a robust vulnerability management process. Patches are deployed as recommended by vendors in line with Cyber Security Checklists and in line with the ISO 27001 requirements. We subscribe to various alert models to ensure that we are identifying potential vulnerabilities at the earliest possible opportunity.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: We respond immediately to our alerting channels, backed by enterprise grade security platforms which also alert and govern policies around patch deployment and the ability to guard against known vulnerabilities prior to a patch being deployed. Information on the systems in use is available upon request.
• 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: Evergreen Life follow the ITIL process for incident management and the HSSI process. Users are able to report incidents via telephone, email and web chat. Incident reports are available either on request or delivered as part of a contractual requirement.
• 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:
  • Scottish Wide Area Network (SWAN)
  • Health and Social Care Network (HSCN)
  • Other
• Other public sector networks: NHS Network (N3)

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We can provide demonstration versions of the askmyGP system on request.

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: 3%
• Between £1,000,001 and £2,500,000: 5%
• Between £2,500,001 and £5,000,000: 8%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau Ltd.
• ISO/IEC 27001 accreditation date: Monday 7 February 2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: British Assessment Bureau Ltd.
• ISO 9001 accreditation date: Thursday 11 July 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 1eaaa597-e154-410f-a581-521db74d47a8
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 47827055-421d-4e11-b90f-102088e2adcd
• Other security certifications: Yes
• Any other security certifications:
  • DSPT Toolkit
  • ORCHA

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
    • 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
    • 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
    • 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
    • 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
    • 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

  • 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

  • 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

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • 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 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

  • 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
    • 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

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • 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
    • 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
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • 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 issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • 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 richard.benson@evergreen-life.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.