iWantGreatCare

Patient Experience and Friends and Family Test (FFT)

iWGC's solution harnesses the power of the patient voice to engage staff and patients with real-time, granular feedback. Includes FFT (including paper and automated digital tools), local surveys, advanced analytics, AI thematic analysis, ICS feedback and much more to give rich insights that support service improvements and patient-centred care.

Features

• Online, SMS, Paper, App, Device, QR code, IVR methodologies
• Applies to any level: doctor, service, hospital, Trust, STP/ICS, country
• Local surveys and ad hoc surveys
• Real-time reporting
• Ward to Board level reporting and dashboard analytics
• Patient safety and hazard email alerts and risk monitors
• Clinicians personal feedback to support CPD, appraisal and revalidation
• Fully accessible and multi-lingual
• AI-powered thematic analysis of patient comments
• Fully compliant with NHSE Friends and Family Test requirements (FFT)

Benefits

• Understand performance for every individual service
• Actionable data and comments to make service improvements
• Improves safety and reduces risk
• Proven to increase staff morale and reduce absenteeism
• Scales to pathways and ICSs/population health
• Enables benchmarking internally and externally
• Improves understanding with sentiment and thematic analysis
• Significant savings on staff time
• Supports understanding and measurement of health inequalities
• Maps to CQC Key Lines of Enquiry/Picker Principles of Care

£15,000 to £30,000 a licence a year

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 jon.twinn@iwantgreatcare.org. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

869024031066586

Contact

Jon Twinn
01608811863
jon.twinn@iwantgreatcare.org

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements: A relatively recent browser version of Chrome, IE or Safari

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Immediate acknowledgement sent to initiator.; Target initial response within 1 working day, resolving the issue within this time-frame where possible. ; If the issue cannot be resolved immediately (e.g. more information is required), target resolution or escalation within 3 working days.
• 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: No
• Onsite support: Onsite support
• Support levels: Licence fee includes full implementation support and ongoing telephone and email support with a named Account Manager.; ; Additional support days can be purchased as required.; ; Technical support is standard for all contracts and includes:; - Response to Critical Fault (service unavailability) within 2 hours; - Response to Non-urgent Fault within 1 working day; ; Technical support is initially reported via the helpdesk or the Account Manager and tickets are assigned to the technical team to resolve.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide:; - onsite setup and implementation support and advice; - onsite training in reporting and management tools; - implementation guide documentation; - online support; - dedicated account manager support; - best practice examples and advice
• Service documentation: No
• End-of-contract data extraction: All raw data is provided in downloadable format on a monthly basis and can be downloaded from the management interface at any time. We will provide a full data file of all raw data at the end of the contract.
• End-of-contract process: Buyer's access to the service is removed and iWGC will no longer process the buyer's data beyond the contractual period. There will be regular notifications from iWGC that the end of the contract is approaching, beginning at six months' notice, giving the buyer plenty of time to download their data or find alternatives if they do not wish to renew the service. Data will be provided back to the buyer at the end of the contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Patient questionnaires and the iWantGreatCare website are automatically resized and optimised for the smaller mobile screen. Less detail is shown on the screen but no content is lost. An app is available for tablet devices with a simpler layout and a separate version for children.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: No
• Customisation available: Yes
• Description of customisation: Users can customise:; - the list of their services to be covered by this service; - the individual users of the service; - additional questions; - bespoke questionnaires (depending on service purchased); - bespoke dashboards (depending on service purchased)

Scaling

• Independence of resources: The technological architecture of the system has been designed in the cloud as a highly scalable platform that automatically scales up to meet demand at busy times e.g. at the end of a reporting month. Dedicated servers for e.g. the analytics dashboards work off separate data extracts (via ETL) so there is no load on the main database. Separate logins are provided for individual users so there is no degradation of service due to concurrent users.

Analytics

• Service usage metrics: Yes
• Metrics types: The service reports in real time on the number of users and the number of responses left by users via real-time dashboards. This is also summarised in regular (weekly or monthly) reports. A response rate is also reported if the buyer provides the number of eligible respondents. The number of buyer's staff accessing the system based on unique logins can also be provided on request.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• 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: Either: ; 1. Download of csv files from password-protected management interface.; 2. Download of data visualisation pdf reports from password-protected management interface.; 3. Access to an analytics dashboard with ability to export selected data.
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: Direct data entry via Web-based interface

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: IWGC warrants to the buyer that the software shall be available for use and operate in all material respects in accordance with its intended functions, for not less than 99% of the Initial Service Period.; ; In the event of a critical Fault, or maintenance being required, the effect of which is to render the Software unavailable for use by the Customer, then for every 8 hours in excess of the agreed Potential Downtime, during which time the Software is unavailable for use, or fails to operate in accordance with its intended functions, the Customer shall become entitled to a service credit (determined based on the value of the contract).; ; In the event that iWGC fails to meet the response time for a Critical Fault, for every instance beyond the initial instance of this occurring, the Customer shall be entitled to receive a service credit calculated by the number of hours in excess of the stated 2 hour period by which iWGC failed to respond to the Support Request. For each whole hour by which the response time is missed, a credit shall become due to the Customer, (determined based on the value of the contract).
• Approach to resilience: The architecture of the service provided by iWantGreatCare has been designed with resilience and availability in mind. Every server is connected to a load balancer so if there is a server fault, traffic will be redirected, so there will be no service disruption. The iWantGreatCare services are provided by Amazon Web Services, which have very strict SLAs and fail-overs that provide max availability and ability to scale up if the load increases.
• Outage reporting: E-mail and SMS alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Unique username and password access is assigned on an individual basis. User permissions and access levels are assigned to individuals, determining what data and functions they can see. Appropriate access for one individual might be to see only data for the service in which they work whereas 'superusers' could see all data for an organisation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • 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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: The British Assessment Bureau
• ISO/IEC 27001 accreditation date: 20/10/2023
• What the ISO/IEC 27001 doesn’t cover: Not Applicable
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 27001
  • Compliance with the requirements of Cyber Essentials

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: As part of ISO27001 we have the following policies:; Information Asset Risk Assessment; iWantGreatCare Data Protection Policy; iWantGreatCare Disaster Recovery Plan; iWantGreatCare Information Security Policy; iWantGreatCare Remote Working Policy; iWantGreatCare Standards for Internet Usage; iWantGreatCare Standards for the Use of Email; iWantGreatCare Standards of Data Retention; Security Breach Incident Response; iWantGreatCare Third Party Standards; ; There are information security refresh sessions for all policies and processes on a yearly basis.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All changes and new features are created as tasks in a central system (JIRA) and are tracked from idea to deployment in a very detailed manner down to the code snippets that have been added for that specific tasks. Security impact is assessed as part of the development and testing of each task.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We run penetration testing on at least an annual basis and evaluate the outcome to ensure compliance with the ISO27001 standard. Important security updates to applications and operating systems are tested and then deployed 'asap' to ensure maximum protection of iWGC systems.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: IWGC firewalls have intrusion detection and also configuration of application and servers is regularly checked compared to the 'standard' images used. If there is a compromise this follows the ISO27001 defined process in the Information Security policy.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents can be reported by internal or external users, these are logged in ZenDesk and/or JIRA and then are processed with urgency from the Product and Technology teams. All Technology actions are logged in JIRA and incident reports are delivered to senior management.

Secure development

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

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  iWGC Ltd is committed to achieving Net Zero emissions by 2050 for emissions scopes 2 and 3. Each of the 4 key net zero "scopes" of NHSEI's "Delivering a net zero NHS" are considered below. ; ; Scope 1 (direct, emissions from owned or operated assets):; As iWGC Ltd's head office is based in an established set of managed offices, many of the facilities are shared with other offices in the same building. Shared heating and air conditioning, lighting, water and bathroom and kitchen facilities has the benefit of reducing the environmental impact of the office premises. iWGC Ltd does not operate any vehicles.; ; Scope 2 (indirect, emissions from purchased energy):; Electricity usage in the office is minimised as part of managed offices with communal facilities except for iWGC Ltd's secure single-room office. As staff work remotely, they are encouraged to minimise their use of electricity, gas and oil for power, heating and lighting.; Waste from iWGC Ltd's operations is minimal. iWGC Ltd's "digital first" approach minimises the use of paper forms for feedback. Where paper forms are used, printing of forms on recycled and recyclable paper is encouraged. Postage of the paper forms in recycled and recyclable packaging to the iWGC Ltd offices rather than courier, is also encouraged to reduce the impact of travel and waste. All recyclable packaging received is recycled. ; ; Scope 3 (indirect, emissions from everything else); All iWGC Ltd staff except one member of the team work from home, preventing the carbon emissions that would be caused by staff commuting to work. We also adopted this policy for our customer interactions. Every sales meeting, contract review meeting, or customer visit is, by default, conducted virtually (typically MS Teams).

  Tackling economic inequality

  In terms of generating economic opportunities for placements/apprenticeships/volunteers, iWGC actively supports this. ; ; At the moment, these include in particular:; ; - Data analysis – students with qualifications in data analysis and machine learning. We are actively looking for people to help be part of our team working on the next generation of AI-powered thematic analysis. Trust feedback data will be part of this work and the Trust will directly benefit from improvements in accuracy as a result of this work.; - Admin – work experience or placements in supporting the work of processing the data/transcribing comments/helping on project-based work. No prior experience required.

  Equal opportunity

  The system is designed to support the capture of feedback from diverse communities with its wide range of data collection options and accessible and multi-lingual formats. ; ; The way we use this data to understand the specific issues affecting different parts of the Trust’s population is key to understanding how to engage with the communities who are often less heard and therefore less understood.; ; We also believe that technology can support the increase in responses and reduction of barriers to participation for diverse communities. One of our R&D projects currently underway is a chat-bot, being designed to interact with people in a more natural and conversational style than the more impersonal questionnaire format. ; ; Finally, a key differentiator for the iWGC solution is the ability to publish all feedback on our website, enabling the local population to be able to read reviews of their local services in an open and transparent manner (with the ability to translate this into their own language).; ; The sharing of feedback and responses directly supports the community by making the process more personable to patients that have been treated and increases understanding and reduces concern for those awaiting treatment. Transparent sharing of feedback from members of the community provides an opportunity for two-way dialogue between the patient and the provider with them having the ability (should they choose) to indicate that they would like to engage with the Trust and speak to someone about their experience.; ; We believe that the combination of the above factors provides a unique opportunity for the Trust to engage with local communities and increase responses.

  Wellbeing

  iWGC has already been deployed in a prototype tool for occupational health where it asks people how they are feeling and then signposts them to support. We see its application in a variety of ways and would look to integrate this into any technical projects the Trust may already be considering to address this or, if not, co-produce a solution with you. ; ; The sharing of feedback and responses directly supports the community by making the process more personable to patients that have been treated and increases understanding and reduces concern for those awaiting treatment. Transparent sharing of feedback from members of the community provides an opportunity for two-way dialogue between the patient and the provider with them having the ability (should they choose) to indicate that they would like to engage with the Trust and speak to someone about their experience.

Pricing

• Price: £15,000 to £30,000 a licence a year
• 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 jon.twinn@iwantgreatcare.org. Tell them what format you need. It will help if you say what assistive technology you use.