Thrive Mental Wellbeing

Thrive

Thrive is a mental health and therapy service, delivered via an app. Our NHS-digitally compliant app uses smart technology to prevent, detect, manage and treat conditions such as stress, anxiety and depression. Using clinically proven tools and techniques, we enable people to take control of their mental health.

Features

• Remote Mental Health Access, 24:7
• Therapy service 8am to 8pm Monday-Friday excl bank holidays
• Computerised cognitive behavioural therapy
• Psychoeducation
• Mental Health Awareness Training
• Computerised Applied Relaxation

Benefits

• Self-management of mental health
• Preventative tools for mental health
• Treatment of existing and on-going mental health conditions

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

Framework

G-Cloud 15

Service ID

861608489628264

Contact

Andres Fonseca
0333 800 2080
accounts@thrive.uk.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Sales force productivity and management
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Support is limited to the most recent versions of the compatible Internet; browsers and devices specified in the EULA. There may be planned; maintenance but we endeavour to minimise the inconvenience to users.
• System requirements: Set out in https://thrive.uk.com/eula

User support

• Email or online ticketing support: Yes
• Support response times: We use reasonable endeavours to achieve these response times on average:; (a) acknowledge all requests from Customer/Users for assistance within 1; Business Day;; (b) subject to not all defects in software being capable of correction or needing; to be corrected, provide a resolution/workaround plan that the Provider; reasonably considers satisfactory, for reported technical difficulties, within 3; Business Days; (c) resolve/provide a resolution plan that the Provider reasonably considers; satisfactory, for reported customer care difficulties, within three Business Days.; Business Days exclude weekends and public holidays (London); For User Support, we will have the feedback form in the app soon (v1.5.4)
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AAA
• Web chat accessibility testing: We have not conducted independent accessibility testing of our HubSpot web chat with assistive technology users. The chat functionality is provided by HubSpot, who state that their tools are 'designed to support keyboard navigation and screen reader accessibility'. However, we acknowledge this area could be strengthened and are exploring options to validate accessibility for assistive technology users more directly going forward.
• Onsite support: No
• Support levels: Support is included in the price quoted. We provide support via email to issues reported by email to help@thrive.uk.com. Support Hours are 09:00-17:30 UK time on Business Days. Response times are described in the previous answer. ; ; Where applicable, our therapists are available from 8am to 8pm UK time on Business Days and, where Thrive 24 has been purchased, out-of-hours triage services will additionally be made available between 8pm and 8am UK time on Business Days and between 00:00 and 24:00 UK time on non-Business Days.
• Support available to third parties: No
• AI chatbot: No

Onboarding and offboarding

• Getting started: An online or onsite introduction to the app can be provided. There is also user documentation with getting started with the app, download guides, and additional content.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: MP4
• End-of-contract data extraction: They make a request via the application or by emailing our dpo@thrive.uk.com; ; Data is provided in standard electronic formats and provided encrypted.
• End-of-contract process: There are no additional charges. When the contract stops we still hold the; user's data for their benefit only (as it is a clinical record) and we comply with our GDPR obligations. We follow NHS guidance with respect to data retention of user records. We can provide any record to the user on request at no additional cost. Users who have used the service will be able to access their data at no additional cost after the contract has ended.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We offer audio and video versions of onboarding documentation.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• 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: No significant differences in functionality. The mobile apps are native. On desktop the access is via one of our supported browsers (Edge, Chrome, Safari, Firefox).
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: Native iOS or Native Android app or Progressive Web Application.
• Accessibility standards: WCAG 2.2 AAA
• Accessibility testing: No specific interface testing done. Current version supports all operating system assistive technology options (on iOS and Android) which have undergone extensive testing.
• API: Yes
• What users can and can't do using the API: Customers can potentially use the API to call any functionality that exists in the app, from the customer’s application.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Different signposting options are available, branding and also different care pathways are possible via shared care protocols. The customisation is done in consultation with clients.

Scaling

• Independence of resources: We use Google Cloud Platform as our hosting provider which enables our; services to scale up to demand in real time.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics include:; - Number of users; - Number of users screening for anxiety and depression (mild, moderate and; severe); - Anxiety and Depression Recoveries; - Help seeking behaviour; - Stressors, positive and negative situations recorded through CBT; - in-app chat therapist utilisation; - Most popular in-app sessions
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• 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: NCSC approved service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Data Erasure

Data importing and exporting

• Data export approach: They request it via email.
• Data export formats: Other
• Other data export formats: JSON
• Data import formats: Other
• Other data import formats: Not possible

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: 99.5% uptime target per annum. If service credits are required they would be part of the commercial discussion on a contract-by-contract basis.
• Approach to resilience: We use Google Cloud Platform as our hosting provider. All information on their approach to resilience and our configuration is available on request.
• Outage reporting: Reported via a public dashboard. If it breaches the SLA, an email alert is sent to the main contact of customer organisation.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Role based access control
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: No audit information available
• 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: Between 1 month and 6 months

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: Thrive’s security framework centres around a Vulnerability Management Policy, establishing a standard for identifying, prioritising, and mitigating vulnerabilities to ensure the confidentiality, integrity, and availability of systems. The objective of this policy is to comply with the Data Protection Act 2018 and standards like OWASP SAMM 2.0 and is linked to the Patch Management, SDLC, Access Control, and Information Security Policies.; ; Key processes include mandatory monthly vulnerability scanning and annual external penetration testing. Vulnerabilities are prioritised based on severity (Vendor Severity Ratings, CVSS scores) with strict mitigation targets. The Patch Management Process includes discovery, testing, risk evaluation, and deployment of patches.; ; Roles and Responsibilities form the reporting structure, with the CEO having ultimate responsibility. The Head of Corporate ICT & Cyber Security enforces procedures, the Information Security Engineer distributes reports, and various teams apply patches.; ; Compliance is ensured through mandatory annual Data Security Awareness training. The policy is reviewed every 3 years, and deliberate violations may result in disciplinary action up to dismissal.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The configuration of services is tracked by applying the Vulnerability Management policy to all Thrive software, servers, desktops, laptop computers, mobile phones, and IT appliances.; ; The formal change management process is governed by the Request for Change (RFC) process. When a change is required, the Patch Management Process dictates that in the “Evaluate and Plan” stage, teams must explicitly assess the implementation risk to determine the potential security impact. Changes are then prioritised using severity ratings to ensure timely mitigation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Thrive’s vulnerability management process aims to consistently identify, prioritise, and mitigate threats across its infrastructure. Potential threats are assessed by prioritising vulnerabilities using Vendor Severity Ratings, CVSS scores, and internal impact indices. Threat information is gathered from industry feeds, internal scans, and peer networking. Patches are deployed based on severity. The process includes mandatory monthly vulnerability scanning and annual external white-box penetration testing.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Thrive identifies potential compromises through mandatory monthly vulnerability scanning and annual external white-box penetration testing.; The response process begins by prioritising findings using Vendor Severity Ratings, CVSS scores, and internal impact indices. The incident response follows a formal Patch Management Process which includes obtaining, testing, and deploying patches via automated or manual channels, following the Request for Change (RFC) process.
• Incident management type: Supplier-defined controls
• Incident management approach: Thrive’s incident management for vulnerabilities is based on the four-step Patch Management Process, which acts as a pre-defined flow for common events. The process includes Discover and Assess, Identify and Test, Evaluate and Plan (following the Request for Change or RFC process), and Deploy and Remediate.; Service users can report issues through a User Feedback feature in the app. This goes straight into a specialised IM channel to be analysed, addressed and responded by the team.
• 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: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: The Thrive Trial App-Only service provides time-limited access to our digital mental wellbeing application with self-guided, evidence-informed content, enabling organisations to evaluate suitability, functionality and user experience before transitioning to a broader paid service. Therapy is not included in this trial.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 22%
• Between £250,000 and £500,000: 34%
• Between £500,001 and £1,000,000: 43%
• Between £1,000,001 and £2,500,000: 47%
• Between £2,500,001 and £5,000,000: 50%
• Over £5,000,001: 55%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Tempo Audits Ltd
• ISO/IEC 27001 accreditation date: Friday 28 August 2020
• 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: Amtivo Group Limited T/A British Assessment Bureau
• ISO 9001 accreditation date: Friday 28 August 2020
• 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: 40b0af92-948e-49be-89ef-a0db85287548
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

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