Liaison Financial Services Ltd

Liaison Task Management

Liaison Task Management is digital platform on which health and care staff can log, share and coordinate daily care tasks in real-time. Interactive dashboards allow teams to coordinate care more effectively in hospitals; support patient initiated follow-up (PIFU); and enable the successful delivery of the NHS elective recovery plan.

Features

• Care coordination & task management
• Patient lists & caseload management
• Team awareness & availability
• Instant messaging
• Activity logging
• Notifications, alerts & reminders
• Electronic medical record interoperability standards (HL7, FHIR, OpenEHR and more)
• Real-time dashboards
• Data & reports
• Process automation

Benefits

• Reduce errors & improve outcomes
• Improve efficiency, save staff & patient time
• Track & coordinate staff activity
• Improve patient flow for elective recovery and patient initiated follow-up
• Modernise processes & workflow
• Update & share data in realtime
• Digital transformation
• Improve information governance
• Document & archive activity
• Analyse performance and discover business insight

£20,000 a user

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

Framework

G-Cloud 14

Service ID

865120779562105

Contact

Chloe Miller
07407646875
bidsteam@liaisongroup.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Modern web browsers
  • Modern mobile devices based on iOs or Android platforms

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The initial response time for all support enquiries is 4hrs but depends on the SLA level selected.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: No
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Automated UI testing; Browser accessibility testing; QA testing
• Onsite support: Yes, at extra cost
• Support levels: End user support - in-app tools and knowledge base; Technical support for enterprise customers; ; Additional services; Training - £500/day; Technical Account Manager - £750/day; Cloud Support Engineer - £950/day
• Support available to third parties: No

Onboarding and offboarding

• Getting started: A support knowledge base is provided for guidance on initial installation and configuration.; ; Enterprise users may be on-boarded via integration with 3rd-party systems, such as Patient Administration Systems (PAS), Electronic Health Record (EHR) or Single Sign-On (SSO).; ; Liaison can provide on-demand, on-site training to assist with configuration and set-up.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Liaison can provide a snapshot of customer data on the day the contract is terminated.
• End-of-contract process: Access to user accounts will be restricted and data will be archived or deleted in accordance with contractual terms and applicable data retention policies.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The service is designed to behave in a similar way on all devices.; ; The service is optimised to display information appropriately, with respect to the device in use.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Mii Tasks is accessible on a range of mobile devices that run iOS or Android software. It is a simple interface that is designed for point and click information access and entry. It does not require any specialist technical knowledge or prior experience.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Mii Tasks has been extensively tested with heath and care practitioners across a range of scenarios from hospital portering to elderly care provision.
• API: Yes
• What users can and can't do using the API: Mii Tasks supports legacy and emerging systems & standards, including, REST, HL7 v2 and FHIR. To facilitate 3rd-party integrations, mii Tasks provides a range of interfaces, including:; ; * Encounters API; ; Allow systems to consume data related to the interaction between a patient and healthcare providers for the purpose of providing healthcare services.; ; * Tasks API; ; Describes activities that can be performed and tracks the state of completion of each activity related to an encounter.; ; Other API resources can be tailored to support a broad range of technical and business requirements.; ; Infinity is also a member of INTEROPen, an action group to accelerate the development of open standards for interoperability in the health and social care sector.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There is a great deal of configuration that users can undertake with mii Tasks. They can select the fields in the display to make it quicker to access relevant information. They can define search presets to ensure more accurate search results. And they will soon be able to define custom fields to collect and view specific data points for the clinical pathways relevant to specific cases.

Scaling

• Independence of resources: Monitor load times and scale resources to maintain system performance. We can easily scale up our systems by commissioning new servers depending on the required load usage.

Analytics

• Service usage metrics: Yes
• Metrics types: Monitor system performance; Load time; Capacity monitoring
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• 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
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• 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: A third-party destruction service

Data importing and exporting

• Data export approach: The Service supports the on-demand export of the current, active patient record list to CSV file.
• 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: Liaison shall use commercially reasonable efforts to make the services available 24 hours a day, 7 days a week, except for: (a) planned downtime, or (b) any unavailability caused by circumstances beyond Liaison's reasonable control, including without limitation, acts of God, acts of government, floods, fires, earthquakes, civil unrest, acts of terror, strikes or other labour problems, Internet service provider failures or delays, or denial of service attacks.; ; We offer four levels of SLA – these are detailed in our Service Definition and Pricing documentation.
• Approach to resilience: Information available on request.
• Outage reporting: Third party hosting partner sends alert to mii Tasks; ; Broadcast email message to users to check mii Tasks status page

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Mii Tasks implements policy-based access control where users and resources' attributes are evaluated to identify where access is permitted.
• 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 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 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: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: 02/04/2020
• What the ISO/IEC 27001 doesn’t cover: Not applicable
• 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: The company maintains a robust Information Security Management System and is ISO 27001 certified. Liaison maintains the following policies relating to information security:; ; Access Control Policy; Clear Desk and Screen Policy; Computer and Internet Use Policy; Cryptography Policy; Data Protection Policy; Information Classification & Control Policy Policy; Information Security Policy; Laptop & Mobile Devices Policy; Media Handling & Disposal Policy; Password Management Policy; Patch Management Policy; Physical Security Policy; Secure Development Policy; Supplier Security Policy; ; Liaison follows the following procedures relating to information security:; ; Asset Management Procedure; Backup and Restore Procedure; Business Improvement Review Procedure; Corrective Action, Preventive Action, Non-Conformity & Continual Improvement Procedure; Document Control & Record Management Procedure Procedure; Information Security Communication Procedure; Information Security Incident Reporting Procedure; Information Security Risk Assessment & Management Procedure

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The company is ISO 27001 certified. This includes configuration and change management processes to ensure that all components of the service are tracked through their lifetime and that changes are assessed for potential security impact. We also maintain a information security risk assessment and management procedure to capture and log all risks that need to be monitored or addressed.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The company is ISO 27001 certified. This includes the assessment of potential threats to services and how potential threats are managed.; ; Liaison can require the installation of security patches by disabling the app remotely.; ; News of potential threats will be distributed by email. Notifications will also be made on the company web site.; ; We also track possible vulnerabilities on third party services and libraries. And we also monitor CVE databases to maintain our knowledge.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Mii Tasks use a third party partner to provide protective monitoring facilities. ; The platform is monitored 24×7 by comprehensive automated systems. In the event of any issue affecting the health and operation of the infrastructure, core systems, or tools, the operations team is notified and will respond immediately to diagnose and correct any issues.; ; Liaison will work with the third party expert to identify potential compromises when our own performance monitoring processes identify potential issues.
• Incident management type: Supplier-defined controls
• Incident management approach: Mii Tasks has an in-house incident management process.; The support knowledge base advises on common events and new information is added when new events occur (if appropriate).; ; Users report incidents through the software support tools or support page. Incidents will be given an incident number that will be used as an identifier for further communication between the user and support team if appropriate.; ; Incidents will be shared within our service status page on the company website.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: Yes
• Connected networks: 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

  Liaison has a strong track record of minimising carbon emissions through remote delivery.e.g, closing our head office has reduced energy/water usage/carbon emissions with no impact to service delivery. Our Social Value and Sustainability Company Statement details how we drive environmental improvements year-on-year. Assessing/ improving our environmental performance using a robust Environmental Management System, We are working towards being accredited with ISO14001 (environmental supply chain management) with scheduled certification date of June. Our Carbon Reduction Plan (published on our website) outlines Liaison’s commitment to reach Net Zero by 2040, reducing emissions by 40% by 2025 and 80% by 2030 as a minimum. Service Delivery through call-off-contracts is predominantly digital/remotely accessible, minimising environmental impact whilst achieving the same/improved outcomes. Our entire workforce works remotely, functioning on a paperless office basis. In addition, >89% of our services are digitised, reducing the carbon footprint associated with travel/materials. We ran an innovative communications campaign to drive awareness around events such as World Environment Day, resulting in 90% of communication being electronic. Digitising the Service: • People Planning/Analytics/Staff Bank/ Rota and Roster – Our workforce transformation platforms are all digitised, allowing for zero-carbon-footprint access/use. Each service is designed to minimise manual processes/paper use through remotely accessible data portals. • Digital Marketing – A suite of digital marketing tools and an expert team who deliver key marketing messages through digital platforms e.g. social media, negating need for paper based resources. • Where there is need for travel, we will continue to encourage the use of public transport/ incentivise employee car sharing schemes through manager engagement/ESG webinars and continue to work with GMP Drivercare (fleet management tool enabling staff to access hybrid/electric vehicles) to further reduce emissions. Liaison encourage staff to reduce their own emissions by offering benefits through our salary sacrifice scheme e.g. energy-efficient heat pumps/solar panels.

  Covid-19 recovery

  During the Covid-19 pandemic, we are proud to have continued to deliver a ‘business as usual’ service to our clients, despite the pandemic restrictions. Ensuring all reviews have been completed to schedule and have delivered feedback sessions, strategy meetings and training digitally. Liaison remained fully operational with no furlough ensuring that we were able to offer continued business as usual for our clients. Supporting the NHS with cloud-based software as a service solution that has delivered staff lateral flow self-testing to tens of thousands of front-line workers and provided valuable reporting for NHS clients as well as delivering a vaccination bank of workers using our cloud-based workforce platform to help the vaccine roll out. We developed a COVID hub on our website to share best practice, useful guides/trusted expertise to help NHS organisations navigate the coronavirus pandemic. We wanted to ensure that organisations could obtain the support it needed quickly and in one place, by compiling a range of FAQs taken from clients, relevant news articles and guidance. COVID update webinars have been offered free of charge to clients/non-clients. Liaison is innovative, as the demands of the NHS change, we change the way we work to deliver a service that is better suited for the future. Liaison was able to review its operating activities, making significant changes reducing the need for face to face meetings. The closure of our offices has allowed all workers to work from home, removing all commuting. We encourage both internal/external meetings to be ran virtually using digital technology. Liaison continue to work closely with our clients, providing support/additional benefits helping to aid the recovery of local communities/economies, through employment, training, guidance, advice, consultancy, community support, developing new ways of working/supporting the health of those affected by covid within the business and clients workforce.

  Tackling economic inequality

  Liaison continually upskill all employees through service specific training sessions/ contract reviews/milestone tracking, obtaining feedback around ease of access, including inequality/modern poverty, allowing alternative access options where needed. We continually undertake market analysis to understand customer needs/measure performance through KPIs/SLAs. We upskill employees through comprehensive induction and ongoing formal/informal training/development programmes. Compulsory ISO27001 training is provided, ensuring data handling aligned to best practice guidelines. We have partnered with Thrive, providing us with a reporting platform to manage/evidence social value activities against the social value model award criteria in a clear/ quantifiable way. Prioritising workforce upskilling, increasing average workforce skill level through: o Workshops o Reviews o Self-assessments o Liaison Academy (our staff training portal) o Steer your Career initiative, allowing our workforce to take ownership of their career o External webinars covering VAT submission, effective workforce transformation through task management etc. • Recruiting locally, allocating our workforce based on location and local knowledge, ensuring we are responsive to our clients’ needs We encourage equality, diversity and inclusion amongst employees, with a workforce truly representative of society. Selection for employment, promotion and training is based on aptitude/ ability in accordance with our equal opportunities/ harassment/ bullying policy. We provide bias training, ensuring indiscriminate selection. We use job/skillset criteria to select candidates and use non-biased/discriminatory language/neutral wording in job adverts. Individuals with specific protected characteristics underrepresented within the business/with different needs or have historically been disadvantage in employment are targeted for employment/training opportunities. All employees are offered training/development opportunities, enabling them to realise their potential, professionally and personally. Our staff continuously complete online training, enhancing skills, ensuring they are up-to-date with best practice guidelines/ addressing knowledge gaps. Liaison are signed up to the Social Mobility Pledge, committing to outreach/access /recruitment, putting social mobility/equality of opportunity at the heart of our recruitment.

  Equal opportunity

  Equal Opportunities Liaison believes that equality and diversity in the workplace is socially, ethically and morally desirable and that discrimination is not acceptable in any form. Equality and diversity means that all individual staff will be valued and will be supported in fulfilling their potential and that the culture of the company will value the difference that individuals bring to work. Examples of Company policies: • Equality, diversity and inclusion • Harassment and Bullying sets out our endeavours to be diverse along many dimensions and the responsibilities of both managers and employees in achieving this. Our diversity encompasses differences in ethnicity, gender, language, age, sexual orientation, religion, marital or civil partnership status, cultural background, socio-economic status, physical and mental ability, experience and education. In support of our aim to provide equality and diversity at work, we aim not to discriminate directly or indirectly by ensuring that; • No employee or prospective employee, client or candidate will receive less favourable treatment than another as a result of direct or indirect discrimination, or discrimination by perception or association. • No employee or prospective employee, client or candidate will be placed at a disadvantage by requirements or conditions of a post which unfairly discriminate against them. • All managers will develop and practice the concept of equality and diversity in the application of conditions of service, recruitment, training and promotion opportunities.

  Wellbeing

  Liaison has developed an employee Wellbeing Policy to manage its obligations to maintain the mental health and wellbeing of all staff. It covers the organisation's commitment to employee health, the responsibilities of managers and others for maintaining psychological health, health promotion initiatives, communicating and training on health issues, the range of support available for the maintenance of mental health, and organisational commitment to handling individual issues. These also include polices on the following subject matters mentioned: • Supporting staff experiencing domestic violence • Adoption leave • Adverse weather • Fertility treatment • Flexible working • Homeworking • Menopause • Miscarriage and stillbirth • Parental Bereavement • Parental Leave • Paternal Leave • Shared Parental Leave • Sabbatical Leave • Short-term temporary working oversees • Volunteering • Working flexibly We continue to develop and run a range of health promotion initiatives designed to raise awareness of health and lifestyle issues affecting mental health and wellbeing. The programmes cover: stress management; disability awareness; bullying and harassment; handling violence and traumatic incidents at work; lifestyle behaviours. Examples of health measures implemented include: • Health Assured Employee Assistance Programme • The introduction of Mental Health First Aiders • Procedures for reporting and handling inappropriate behaviour (for example bullying and harassment) • Methods in place to measure staff physical and mental health and wellbeing engagement over time and adapt to any changes in the results • Subsidised gym membership and discounts • Health insurance • Opportunities for flexible and agile working • Encourage exercise/regular social events to boost staff health, teamwork and mental wellbeing, such as lunchtime walking clubs or ‘coffee roulette’ where staff take time out of their day to chat with another staff member and are reimbursed for their costa coffee (for example). Employees state these simple activities enhance morale and increase productivity.

Pricing

• Price: £20,000 a user
• Discount for educational organisations: No
• Free trial available: No

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