VoicePower Ltd - The Speech Recognition People

Dragon Medical One (DMO) Cloud

Dragon Medical One DMO is a speech recognition solution which enables healthcare professionals to create their written work more quickly. Enables users to dictate their emails, reports, letters and patient entries into clinical systems 3 x faster than by manual typing. Also available Dragon Professional Anywhere Cloud (for non-medical environments).

Features

• Real time dictation onto computer screen
• Speech to text solution
• Optional EMIS, TPP SystmOne and other EPR Integration
• Designed for speed, accuracy, and flexibility within multiple clinical settings
• Speech recognition in the cloud
• Hosted speech recognition
• N3/HSCN Connection to the cloud for speech-processing and management
• AI powered neural networks
• Enterprise deployments through virtual desktop environments
• 256-bit security encryption from end to end

Benefits

• Boost clinician productivity and efficiency with workflow optimisations
• More timely, complete, accurate and verbose narrative improves clinician communications
• Reduction in clinician admin burden
• Improved clinician adoption of the investment in the EPR
• Reduction / elimination of transcription costs
• Affordable subscription-based pricing with little up-front capital investment
• No complex configurations and automatic updates
• No usage limits, doctors can stay productive anywhere
• Analytics - track efficiency and maximise the investment
• No server hardware and software to maintain, monitor and support

£45 to £50 a licence a month

• 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 vicky@voicepower.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

865493199118796

Contact

Vicky Humberstone
01423 870476
vicky@voicepower.co.uk

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: Clinical Correspondence; Electronic Patient Record; Electronic Medical Record; ; DMO provides secure, accurate, and portable cloud-based clinical speech recognition across a wide range of devices. Doctors open the app, place the cursor where they want speech recognised text to appear, and start dictating into any clinical or non-clinical application.
• Cloud deployment model: Public cloud
• Service constraints: No constraints to note. There are technical specifications to be met. The cloud model offers auto updates regarding vocabulary topics etc. There would need to be planned maintenance time for updating client software.
• System requirements:
  • 32-bit: Windows 7, Windows 8, and Windows 8.1
  • 64-bit: Windows 7, Windows 8, Windows 8.1, and Windows 10
  • Microsoft .NET Framework 4.5.2 or higher
  • Minimum processor speed: 1.7 Ghz, Recommended: 2.8 Ghz
  • Port Communication: Ports 443
  • Minimum RAM: 512 MB, Recommended: 2 GB
  • Microphone related drivers for button control (provided with system)
  • Mobile: iOS 8.0 or higher, Android 4.3 or higher
  • Browser: Microsoft Internet Explorer and Edge, Google Chrome,

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Support is available Monday to Friday 9am to 5pm, out of hours support is available at an additional charge
• 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: Web chat
• 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: We have tested the webchat with our speech recognition software called Dragon and magnification software
• Web chat accessibility testing: We have tested the webchat with our speech recognition software called Dragon and magnification software
• Onsite support: Yes, at extra cost
• Support levels: Included in subscription - The monthly cloud hosted solution includes an element of technical support to ensure that users can access the solution. ; Additional end user support - We also can provide end user support for usage and 'how to' type questions. The end user support can be purchased at an additional £5 per user per month. If users received our direct one to one training they will be supported by the VoicePower team for all training and usage queries for the subscription term with the option to renew thereafter. ; Yes there will be a technical account manager allocated.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Upon receiving an order for a Dragon subscription we would liaise with the client's IT contacts to organise access to the solution and to check hardware specifications. We also liaise with the end users themselves in order to understand their workflow and what they wish to achieve with the software and with which applications/clinical systems. We can provide end user training which is at an additional charge to the monthly subscription charge. This training is typically carried out remotely, this can be 1 hour sessions or 30 minute sessions at a charge of £95 plus VAT per hour or part thereof (2 sessions recommended) this would then include support services for the user until the end of the subscription term unless renewed. We also have access to our e-Learning platform at £25 per user per annum. If users take one to one training they will receive support services for the remainder of that terms subscription, this is charged at £5 per user per month if no training taken. (Support and training services are optional but recommended). Documentation is supplied along with prompt sheets. We also provide a Dragon e-Learning platform for users to access with their support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Hard copy where required
  • E-Learning
• End-of-contract data extraction: When the contract ends the user's data would be deleted, there is no requirement to extract the data. DMO translates voice input into resulting text which is directly transferred into the target host system, such as the hospital clinical application. The recognised text persists in the target clinical application. Historical audio and logs will be stored and deleted in accordance to VoicePower's standard data retention policy. It can be returned at the end of a contract upon written request. However, standard practice is not to return data but to securely destroy it.
• End-of-contract process: At the end of the contract the user would no longer have access to the software and would not be able to use the software to dictate in to their computer, unless the subscription is renewed. The contract price includes the access to the software and the updates during the contract period. At an additional cost we can supply end user training and end user support.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: DMO desktop application accurately recognises and transcribes the clinician's voice into a rich, detailed clinical narrative that feeds directly to the cursor-point in the EPR. The clinician uses a tethered USB microphone as audio capture device.; ; The PowerMic Mobile (PMM) (which is the mobile device application) provides wireless microphone audio capture functionality removing the need for a tethered microphone, while delivering the recognised text to the cursor point in the clinical application. DMO does not work independently on the mobile device, only alongside the computer.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The interface is a small menu bar which enables the user to see if their microphone is on or off, there is also access to the menus. This tool bar can be moved or hidden.
• Accessibility standards: None or don’t know
• Description of accessibility: The software itself facilitates the accessibility giving users their speech input to control and prices words in to their computer screen
• Accessibility testing: As above
• API: No
• Customisation available: Yes
• Description of customisation: Elements of the solution can be customised to suit the end-users documentation and workflow requirements through autotexts and step-by-step commands; ; Autotexts:; Auto-text commands are used for content clinicians re-use frequently in their documents. Autotexts save time and effort, and reduce errors. For example: when clinicians repeat standard paragraphs for normal conditions. An entire paragraph can be called with one simple autotext reducing the time spent dictating the clinic note.; ; Lastly, if clinicians use templates with variable fields, like a mailing list, using an Auto-text command simplifies the process, clinicians dictate information into the fields only. Fields can contain default values.; ; Speciality vocabularies.

Scaling

• Independence of resources: Each usage request is managed by a hardware load balancer.; Each resource element is resource managed to maintain usability.; The entire infrastructure maintains a surplus to requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: The metrics supplied illustrate how much the users have used the solution.; License activity (purchased, assigned, in use); License utilisation (purchased vs active licenses); Total minutes generated by clinicians; Total lines; Average minutes per week; Autotext usage; Productivity gains using auto-texts; Time savings; Volume and throughput; Volume by user and department
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Nuance Communications Ltd

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
  • European Economic Area (EEA)
  • Other locations
• 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: ‘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
  • Physical access control, complying with SSAE-16 / 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
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users do not export any elements of their voice profile.
• Data export formats: Other
• Other data export formats: Not applicable
• Data import formats: Other
• Other data import formats: Not applicable

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • 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: 24/7 365 days a year. Depending on the hosting and support arrangements in place, Nuance offers SLA-governed availability levels of up to 99.5% (excluding scheduled downtime) with associated service credits
• Approach to resilience: This is available upon request. We have documentation to support but it is in excess of 200 words
• Outage reporting: Nuance Hosted Health Infrastructure Services (HHIS) and its Reliability Center (SRC) personnel provide 24x7 coverage and will immediately communicate any outages to all affected customers. Communications will occur through email.Internal system management alerts and daily reports.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Via username and password.; - Nuance enforces two-factor authentication/jump hosts. When accessing the data centre, all Nuance employees are required to use two-factor authentication. In addition, all production access is via an intermediate “jump host,” which provides an extra level of insulation.; – Nuance has deployed Trend Micro anti-virus to proactively protect the Nuance cloud services from virus or malware infection.; – Intrusion detection and protection system (IDPS). Nuance leverages Trend Micro’s IDS solution, which examines every packet that is transmitted to the data centre for potential irregularities.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: No
• 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: Other
• Other security governance standards: The following four principles of governance, accountability, transparency, fairness and responsibility.
• Information security policies and processes: This is available upon request. We have documentation to support but it is in excess of 200 words

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Nuance Healthcare maintains a change management process which defines standardised methods and procedures for handling of Changes within the production environment. Software updates are applied to the data centre once they have been thoroughly tested by the internal technical support team at Nuance and also VoicePower. Such updates are pre-tested within an external environment to prevent compatibility issues. All changes to the live environment are internally tracked.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability scans and penetration tests are performed. Vulnerability scans are done weekly, the results are evaluated, and corrective actions are taken based on risks. Certified third-party penetration tests are performed annually. Microsoft Azure provides denial of service and intrusion detection and performs routine penetration testing. System monitoring is in place and leverages internally developed tools as well as industry standard tools. Alerts generated by these tools are routed to pagers, which are covered 24x7 by Nuance Data Center Operations staff.; All aspects of the Solution are within the scope of penetration tests
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: System state is monitored 24/7 by our Site Reliability Center (SRC). SRC monitors MS Azure via a tool called System Center Operations Manager (SCOM). Microsoft Network Monitoring is utilised to detect changes in network loss, latency, and the availability of devices in Nuance’s network topology; SRC monitors these alerts. Monitoring includes virtual machines and storage. Heartbeat monitoring is used to monitor remote hosts. Microsoft Azure monitoring provides denial of service and intrusion detection and performs routine penetration testing. Alerts generated by tools are automatically routed to mobile phones which are covered 24x7 by Nuance Data Center Operations staff
• Incident management type: Supplier-defined controls
• Incident management approach: The Nuance Critical Incident, Privacy and Security Event Response Process specifies the actions to be taken in the event that a new threat is detected, an attack is attempted or a breach is detected. The Healthcare Critical Incident management process is a cross functional initiative to realize a step change in the strategic planning of critical incidents through standardization and adoption across Global Healthcare Operations. There are Incident Managers that serve as the single process owner and one consistent status provided to customers. Incident Managers cover 24/7, 365 days a year coverage.

Secure development

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

Public sector networks

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

Social Value

• Equal opportunity:

  Equal opportunity

  Statement of Policy and Commitment VoicePower is committed to the promotion of equality of opportunity and treatment of its employees. The Company values the strength of a workforce which reflects the diversity of the nation. We oppose all forms of unlawful and unfair discrimination. This policy is reviewed annually. This policy promotes equality of opportunity and treatment in relation to:
  Colour
  Disability
  Marital status
  Race and ethnic or national origin
  Religion
  Gender
  Sexual orientation
  Spent convictions

Pricing

• Price: £45 to £50 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We can supply free 7 days proof of concept trials of the software and 30 day pilots. It is recommended but not mandatory that the users are offered training services. Training and support services are at an additional charge, microphones may need to be purchased as cannot be loaned.
• Link to free trial: https://voicepower.co.uk/dragon-medical-one-free-trial/

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 vicky@voicepower.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.