CENIGMA LTD

Patient Link

Patient Link is a highly flexible, scalable and intelligent online platform engineered for GP Practices and Primary Care Networks (PCNs) to share information with patients and optimise their health-seeking behaviour. We use the latest cloud-based frameworks and technologies to support the Total Triage model to power GP Practice Websites.

Features

• Mobile-responsive layouts for compatibility with mobile and tablet devices
• Federated working to support Primary Care Networks
• Patient News & Updates and Multiple Language Support
• Full GDPR, web accessibility and security compliance
• Integration with leading Online Consultation and Video Consultation platforms
• Integration with nhs.uk, NHS 111 Online and online services
• Personalised Patient Pathways for Chronic Disease Management
• Artificial Intelligence for Decision Support
• Self-help, Pharmacy Support, Digital and Social prescribing
• Online Patient Registration & Web Forms

Benefits

• Total triage model to manage patients remotely
• Centralised management for PCN and/or CCG staff
• Data collection support to help meet QoF targets
• Reduced clinical and admin workload
• Reduced telephone call volumes for reception staff
• Reduced need for appointments by patients
• Optimised use of Online Triage Tools
• Ordering of repeat prescriptions online by patients
• Predict demand for online services based on historical trends
• Reduced practice footfall

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 admin@cenigma.net. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

879142176245352

Contact

Ahmad Chughtai
07572602121
admin@cenigma.net

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: Public cloud
• Service constraints: Compliant browser technology (we support all supported browsers that hold a market share of over 1%).; ; Scheduled software updates every 2 to 4 weeks (approx. 15mins planned down time outside of office hours).
• System requirements: Supported web browser

User support

• Email or online ticketing support: Yes
• Support response times: We work on three severity levels as follows:; ; - P1 (total/severe loss of Patient Link functionality) - 24/7 - 8hr target resolution; - P2 (partial loss of Patient Link functionality) - 24/7 - 16hr target resolution; - P3 (minor issues that do not have a material impact on the customers ability to function) - Mon-Fri (8:00 - 18:30), Sat (9:00 - 13:00), target resolution subject to severity and also P1 and P2 issues presently being handled; ; Our average response time is less than one hour and average resolution time (with the exception of enhancement requests) is under 4 hours.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: WCAG 2.2 AA
• Web chat accessibility testing: We have not carried out any direct testing ourselves. This is managed by our partner organisation.
• Onsite support: Yes, at extra cost
• Support levels: We provide a single, standardised support level for all customers.; ; Support scope; - Support requests are submitted via email and managed through our internal ticketing system.; - Support covers incident resolution, troubleshooting, and general usage questions related to the service.; - Requests are handled during standard business hours.; ; Response and resolution; - Requests are prioritised based on severity and impact.; - We aim to respond within agreed service timeframes appropriate to the issue severity. This is response / resolution time of 1 / 4 hours for urgent requests and 4 / 8 hours for routine requests respectively.; ; Cost of support; - Support is included in the standard service fee.; - There are no separate tiers or additional charges for different support levels.; ; Technical account management; - We do not provide a dedicated Technical Account Manager (TAM) or named Cloud Support Engineer as part of the service.; - Support is delivered by our shared support team via single point of access, ensuring continuity and coverage.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: We follow the following process to onboard each new practice,; ; 1. Analysis of existing website, content curation and synthesis and migration to the practice's unique instance on our staging environment; 2. Quality assurance review; 3. Link to staging environment shared with the practice for review and feedback; 4. Meeting arranged to do a conduct a facilitated walk-through and gather feedback; 5. Final updates made based on practice feedback; 6. Go-Live; 7. Training, ongoing maintenance and support; ; Our team does all the work with regards to content migration from the existing website to reduce effort for practices and provide comprehensive maintenance and support throughout the contract period.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon contract end, customers can place a request with our operations team for all data held pertaining to the account/practice. This request is actioned within 24 hours (Mon-Fri, 8am-6:30pm).; ; We do not retain any patient data in our platform once it has been fully processed. The only data retained are activity logs and aggregated data in terms of patient utilisation and analytics.
• End-of-contract process: The pricing model is all-inclusive. There are no further applicable fees during the contract term, nor post-contract end.; ; The notice period required is 30 days prior to the annual contract renewal date. Should notice not be served the agreement will auto-renew for a further 12 months. The contract may also be terminated at any point during the contract period subject to a 90 day notice.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile responsive design.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Content Management System providing full access and control to edit and configure the website.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: End users do not interact with the Content Management System which is used by practice staff only. We have only conducted formal interface testing with assistive technology users for the patient-facing website.; ; However the system is compatible with screen readers, providing auditory access to information.
• API: Yes
• What users can and can't do using the API: Our API provides programmatic access to selected service functionality to support automation and integration by technical users.; ; The API can be used to configure and integrate existing accounts with external systems. Initial service provisioning and onboarding are not performed through the API and must be completed via standard onboarding processes.; ; Users can retrieve and update supported resources through the API, subject to the same validation rules and permission controls that apply through other supported methods. Changes made via the API are applied within defined service constraints.; ; There are limitations to API usage. Not all features or configuration options are available through the API, and certain changes - such as core account details or security-sensitive settings - cannot be made via the API and require manual or administrative processes. API access requires authentication and authorisation and is subject to rate limiting.; ; The API is intended to complement the primary service interface and does not replace it.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Service can be customised to personalise,; - Design; - Layout; - Content (including announcements, news, staff, hours, address etc.); - Access to Triage Tools; - Service Availability hours; - Analytics and Dashboards

Scaling

• Independence of resources: Our platform is hosted on a fault-tolerant, load-balanced public-cloud with the ability to scale performance as required. Our server is sized to handle twice the peak-load at any given time. We have continuously achieved 99.9% service uptime and have multiple levels of monitoring in place to detect infrastructure outages (via an automated alert system provided by our infrastructure provider), system-level issues (e.g. high memory usage), and application-level issues (e.g. problems with the delivery of data). We have support staff on standby for urgent system problem resolution.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide comprehensive reports on patient utilisation which can be accessed directly in real-time or configured to be shared as per a defined schedule.; ; This includes,; - Total visits; - Unique visits; - Average session duration; - Bounce rate; - Online consultation visits; - Online consultation visits as a % of total visits; - Patient demographics (age bracket, gender); - Pages visited; - Source of referral (direct, search engine, social media etc.); - Visits by country; - Most frequently accessed services; - Mobile, Tablet or Desktop users; - Device type e.g. iPhone, Samsung Galaxy Note etc.; - Web Browser
• Reporting types:
  • Real-time dashboards
  • 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: 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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Physical Destruction / Hardware containing data is completely destroyed

Data importing and exporting

• Data export approach: We do not retain any patient data in our platform once it has been fully processed. The only data retained are activity logs and aggregated data in terms of patient utilisation and analytics.; ; Customers are provided with regular analytics data as part of their service agreement. This is provided on a weekly and monthly basis. Ad-hoc data requests can be made via the service desk. We are also able to share this directly with the PCN and/or CCG subject to practice approval.; ; All submitted web-forms are transmitted to the respective practice for processing and management.
• Data export formats: CSV
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • CDA
  • JSON

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: Availability - 99.9%; Excludes downtime for scheduled maintenance
• Approach to resilience: Patient Link is designed for high resilience, ensuring continuous service for users. The back-end is hosted on a fault-tolerant, load-balanced public cloud infrastructure that spans multiple availability zones, providing redundancy in case of hardware, network, or datacentre failures. Automatic scaling allows the service to handle peak loads without affecting performance. Data is stored securely with encryption at rest and in transit, and backups are performed regularly to enable rapid recovery if required. Multiple monitoring layers detect infrastructure, system, and application-level issues, triggering automated alerts for proactive incident management. Planned maintenance is scheduled outside core service hours and communicated in advance to minimise impact. The service architecture supports isolation of customer workloads to ensure that the performance or issues of one user do not affect others. ; ; Additional details on resilience measures and cloud configuration can be provided on request to meet security and confidentiality requirements.
• Outage reporting: Outages would be reported via email alerts.; ; For reporting of known issues, we are able to set an alert message to notify the end-user.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to the management interface of the service is controlled through user authentication and role-based permissions. Each user is assigned an account with credentials that determine what features and data they can access. Users can only perform actions and view information permitted by their role. Administrative functions are restricted to authorised staff. All access is protected by secure login procedures, and we monitor and manage accounts to prevent unauthorised use. This ensures that each user can only access the parts of the service relevant to them, maintaining security and operational integrity.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • 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: 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:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Cyber Essentials; NHS DSP Toolkit; Note: ISO 27001 relates to our hosted data centre only
• Information security policies and processes: An Information Governance team has been defined, and meets regularly. All staff are required to undertake basic Information Governance training.; ; Defined procedures are in place for data sharing & confidentiality, the handling of sensitive data, and information asset security. These procedures are detailed in the organisation's DSP Toolkit documentation.; ; A Change Control team is assembled when required and is responsible for producing Privacy Impact Assessments of any changes that relate to information security.; ; Penetration tests are carried out regularly by an accredited, external organisation.; ; An escalation/notification process exists, detailing 5 levels of risk and an associated chain of responsibility and the procedures that must be followed accordingly.; ; The Chief Technology Officer is responsible for ensuring the above policies are adhered to.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Requested changes are managed by the Product Owner and reviewed at monthly roadmap meetings. Once approved, they are added to the product backlog and assigned a priority. Request planning includes,; ; a. accessibility requirements; b. teams involved; c. clinical and information governance; d. beta testing; e. customer updates; f. training needs; g. documentation updates; h. evaluation needs; ; Features are reviewed at at a minimum of 12 month intervals. New features are deployed on a fortnightly release cycle with updates performed out of hours. Internal metrics are used to analyse the performance of the product and features.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Threat management - using our network of specialist cyber security suppliers and contacts we continually monitor potential security threats. We also only use specialist software tools and products to monitor all security elements of the service.; ; Patches - server patching is managed by our specialist data centre provider.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Alerts system - the platform has an inbuilt alerting system.; ; Hosting supplier - our specialist hosting supplier also continually monitors the platform.; ; Issue Resolution - patches and updates can be implemented on a same day basis where required.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident Reporting - we have pre-defined process for as many common events as possible.; ; We have a defined notification/escalation process in place. This details 5 levels of risk, and the escalation procedures for each.; ; A number of potential risks have been highlighted, and detailed processes to follow in the event of such an incident have been defined for each.; ; A standardised form is used to document any event, including unscheduled service outages, and a defined process is in place to follow-up on any such event.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: Yes
• Any other security certifications: NHS Data Security and Protection Toolkit - Standards Met

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
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • 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 report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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

  • 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.

    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  • 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
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • 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

  • 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
    • 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
    • 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

  • 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

  • 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

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 admin@cenigma.net. Tell them what format you need. It will help if you say what assistive technology you use.