NEUGO LTD

Healthcare - Remote Patient Video & Telephony Consultation solution

Our Online Video Remote Patient Consultation platform is NHS approved. Healthcare Clinicians can consult with their patients through our integrated online Video conferencing and telephony platform. The solution has a Booking/scheduling feature, Virtual Waiting Room, Triage Video and live video consultation, document upload, recording and secure collaboration features.

Features

• Online Video Consultation & Telephony capability, Remote Video Triage
• Recording of both Video/Audio feeds & configuration of recordings
• Auto Transcription - Machine Learning based.
• Booking & Scheduling & Virtual Waiting room,
• Document Management
• Reporting; User Activity, Management Reports, Full System Reports
• Built in Business Workflows & GPS Tracking
• Rating & Review of Video and or Telephony Interviews
• Extensive User Management settings
• Highly secure NHS Approved

Benefits

• Video/Telephone Consultations Recorded for Audit, Appeals & Compliance
• Extensive Reporting to ensure effective Management of process
• Auto Transcription saves the need for physical transcribers
• Business workflows ensures smooth operational management of process
• Secure Booking & Scheduling negates the need insecure email use.
• Video/Telephony consultations saves time and removes need for F2F consultations
• Flabba reduce the cost and the time of healthcare operations.
• Vulnerable patients don't have to attend physical clinics
• Reduce the amount of unnecessary F2F consultations
• Quickly, easily prioritise patients care. GPS Tracker, precise patient location

£25 to £500 a licence a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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

Framework

G-Cloud 13

Service ID

879642746002537

Contact

Colin Rhodes
07854248273
colin@flabba.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No
• System requirements:
  • Minimum broadband 350kb/s download & upload for stable video
  • White lists (wildcard) *.flabba.co.uk, *.flabbadevelopment.com
  • We recommend users Open TCP port 443
  • As a minimum the UDP port 3478 is required
  • We recommend opening UDP ports 1025 - 65535.
  • Enable Proxy Authentication - NTLM Authentication.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times: Urgent; 15 minute, High; 30 minutes, Normal; 2 hours, Low; 1 days. This is for normal hours Monday - Friday 08:30-17:30. Same support is offered outside those hours and at weekends for an additional cost.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: 4 Levels of support; URGENT; An incident causing an extremely serious impact to the business as a result of the system(s)/service(s) affected and/or the number of people affected by the incident. e.g. A complete loss of the customer’s service or the impacted business function is halted completely. HIGH; An incident causing significant impact to the business as a result of the system(s)/service(s) affected and/or the number of people affected by the incident e.g. significant loss of customer’s service but the impacted business function is not halted. NORMAL; An incident which affects the customer’s service but has a small impact to the business e.g. single user or component affected but the trouble can be circumvented. LOW; Incidents that have a negligible impact to the business, requests or enquiries for information purposes only. We provide a Technical Account Manager & full support team. The pricing is bought in bundles; 20 Concurrent Licences = £7000 per month, 40 Concurrent Licences = £10,000 per month, support for more than 40 licences negotiated separately. Onsite support is charged at at an hourly rate of £100 plus expenses. Enterprise Support bundles can be negotiated to ensure economies of scale can be enjoyed by the business.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide both onsite training and also digital, hard copy and video training materials
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: All Customer Data remains the property of the Customer. All Data will be extracted into Excel/CSV format. Extraction of data maybe subject to an additional fee at our usual day rates
• End-of-contract process: Included in the price is access to the platform for 1 month post contract end, to enable to client to extract/copy data to their own end point. Extra costs will be charged if mass data extraction is required. This is charged at our usual day rates.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Flabba SaaS is written in HTML 5 so it mobile compatible. All features remain but we recommend Flabba is accessed via Chrome on any mobile device.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Each user has a Flabba Dashboard which is accessible from a browser. Each User's Dashboard is configured according to their User Permissions. Access to the Dashboard is though a secure Username and Password.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have carried out successful testing with deaf users utilising our Sign Language bolt on service
• API: Yes
• What users can and can't do using the API: "API's are available and can be configured to fit customer required flows. Flabba and it's full features can be interated into any website or portal such as 111.nhs.uk; ; Additionally Flabba is fully integrated with SystmOne and EMIS to provide secure and seamless synchronised access into NHS patients records. We do this though our eRA-API (electronic Referrals & Appointments API). eRA-API is a stateless REST API aligned to HL7 FHIR standard for healthcare interoperability. Connectivity to EMIS Web and SystmOne endpoints are achieved through responders leveraging the clinical system APIs. EMIS Partner API is a COM API used under commercial license from EMIS Health as part of their Partner Programme. SystmOne API is a socket API used under the GPSoC license from TPP; ; Flabba supports CMIS 1.0 & CMIS 1.1 API formats. Each API required would be fully customised and built as per existing or future requirements across a number of content stores.; REST interfaces are available to enable access to the underlying data store/ databases - to different degrees of security access.; ; Flabba will offer API or upload templates to enable individual or bulk migration of files including metadata, videos & audit information.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: We are a software development company and can customise all features and business processes and also create new features as required. We have a great track record of doing so and can provide outstanding references from the UK Home Office for whom we entirely customised a service. Users can also customise; Drop Down Field lists on the platform, they can customise auto messaging and email templates, they can also customise marketing videos and also all core operational features.

Scaling

• Independence of resources: We have a fully scaleable infrastructure set up. We use AWS Elastic Beanstalk EC2 Server infrastructure. All UK based

Analytics

• Service usage metrics: Yes
• Metrics types: We have a large Reporting features from which a large array of service usage metrics can be drawn; Number of Interviews; Video & Telephony, Number of Auto Transcriptions etc.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: We have an extensive Reports feature from which users can create and run reports and export them into PDF & CSV files
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: PDF

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: Flabba is deployed on cloud based high availability Zones with an uptime SLA* of 99.99%
• Approach to resilience: Our Datacentre is provided by AWS and full details are available upon request.
• Outage reporting: Via public dashboard and email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: We only allow SC cleared staff to access management interfaces and support channels.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • 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 have access to real-time 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: Qualitis Veritas by CDL Group
• ISO/IEC 27001 accreditation date: 21th April 2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Cyber Essentials
  • Home Office ITHC
  • NHS DST
  • PIPEDA
  • HIPPA

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: We are ISO27001 accredited. All policies are managed and signed off by our Information Security Manager and all new members of staff are given training on our information security policies and how to follow them. We also have regular review and refresh training for members of staff to ensure that policies are understood and followed.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: From a systems and Code perspective we utilised the AWS Code Pipeline to process all changes to our core platform.; ; Regarding our change management processes we abide by our ISO27001 processes s.12
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our vulnerability management processes are governed by our ISO27001 accreditation and specific s12.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our processes around Protective Monitoring are defined through our ISO27001 accreditation with particular reference to Section 16.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Our processes in relation to incident management are set out within our ISO27001 accreditation specifically section 16.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  At Flabba we are committed to reducing our carbon footprint and utilise a number of tools to help reduce our footprint and also to educate our current and prospective client base.; ; Since we are in the business of providing business workflows that utilise video conferencing tooling the very nature of our business helps our clients reduce their carbon footprint. The solutions we sell are specifically designed to reduce what’s called Scope 3 emissions,. It is extremely challenging to directly calculate a business’s carbon footprint, but we provide tooling to our prospective clients, and we also utilise tooling internally at Flabba to help educate and ensure more informed decisions are made around both our customer’s and our own carbon footprint.; ; Internally we use https://www.carbonfootprint.com/calculator.aspx when we carry out annual staff training around Climate Change and how we can modify our behaviours to reduce our carbon footprint. During these training sessions we ask staff to calculate their Scope 3 (Travel) emissions over the last year. We take a record of those readings, and each individual is committed to reducing their Carbon Footprint by 10% per year. A successful reduction in an employee’s carbon footprint will be noted in their year-end review and count towards their social & environmental impact score, which accounts for 5% of an employees end of year performance review.; ; We have a firm policy internally at Flabba of all internal meetings being carried out using Video Conferencing where possible. We actively encourage working from home and we have a small retained fixed office which is only used for large scale client engagements and conferences that cannot be carried out remotely using video conferencing. We also have a strict travel policy whereby employees must provide evidenced justification for not using trains when they have to travel for work purposes.
• Covid-19 recovery:

  Covid-19 recovery

  Flabba have been instrumental in helping tackle Covid-19 both here in the UK and internationally.; ; For context Flabba has a set of business Workflows and Features all centred around Video Conferencing tooling. These Workflows and Features can be very quickly applied to different use cases. For the Home Office they are utilised for the processing of Digital Interviewing for the processing of Visas however we can very quickly create new solutions for different use cases because our applications are based on a modular and core architecture that support all of our solutions.; ; During Covid-19 we very quickly (within 6 weeks) created a Video Consultation solution, in conjunction with our client Kings College Hospital NHS Foundation Trust, to help Healthcare Clinicians and their Patients still be able to consult with one another but through the use of Video Conferencing instead of face-to-face meetings. The result of our work has been recognised by the NHS and we have been awarded an approved software supplier status on the NHS’s new framework called Digital First Online Consultation Video Consultation (DFOCVC) framework which enables the NHS to seamlessly by our solution and thereby continue to help their patient communities securely and safely. ; ; Additionally, our solution has also been vetted and accepted by the Canadian Government Department of Health framework; Canada Health Infoway;; ; https://infoway-inforoute.ca/en/; ; Our Video Interview Recruitment Management platform has also been utilised extensively both during and since we are now coming out of Covid-19 to help employers and employees rapidly and securely connect with one another. Clients of ours have experienced a 50% reduction in their usually recruitment cycle which means they are able to hire people quicker and in greater volume which is helping those affected by Covid-19 from a career/job perspective.

Pricing

• Price: £25 to £500 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Full access to the service for 1 month with a restricted number of User Licences subject to agreement

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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