CANDID HEALTHSYSTEMS CONSULTANTS LIMITED
EPR Implementation and Digital Transformation Support
Candid provides cloud support services that help healthcare organisations plan, deliver and optimise EPR implementations and digital-health transformations.
We support clients across delivery lifecycles, including mobilisation, project/resource planning, QA/testing, data strategy/migration, and go-live support.
We ensure systems are adopted, optimised and embedded through structured change management, engagement and post-go-live optimisation.
Features
- End-to-end EPR implementation and healthcare digital transformation support
- Project and resource planning for complex healthcare IT programmes
- Data strategy, migration support and information readiness activities
- Quality assurance, testing and operational readiness support
- Clinician engagement and structured change management activities
- Go-live, activation and command centre support services
- Project governance, assurance and delivery road-mapping
- Staff augmentation and integrated delivery team provision
- Post-go-live optimisation and service improvement support
- Secure delivery aligned to NHS and public-sector requirements
Benefits
- Reduces delivery risk during EPR implementation and system change
- Improves clinical system adoption and user confidence
- Supports safe and effective digital transformation programmes
- Minimises disruption during go-live and transition periods
- Strengthens governance, assurance and delivery oversight
- Improves data quality and operational readiness
- Accelerates mobilisation and effective programme ramp-up
- Enables smoother collaboration with system vendors and stakeholders
- Supports ongoing optimisation after system deployment
- Helps organisations realise value from digital health investments
Pricing
Service documents
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Framework
G-Cloud 15
Service ID
8 8 0 4 3 5 5 9 8 8 2 2 4 9 2
Contact
CANDID HEALTHSYSTEMS CONSULTANTS LIMITED
Avinash Chander
Telephone: 07448652321
Email: avinashchander@candidhsc.co.uk
About your service
- Service categories
-
Cloud Support Services
Ongoing Support
- Product support capabilities
- Logging and management of incidents
- Reporting and proactive results analysis
- Dispatch of service technicians and/or parts
- End user training coordination
- Other
Service scope
- Service constraints
-
• We deliver services remotely and/or on-site, depending on client requirements and agreed scope.
• We deliver all services under an agreed Statement of Work, which defines activities, service levels and availability.
• Delivery requires the client to provide access to relevant systems, environments, documentation and stakeholders.
• On-site delivery is subject to client security, access and governance requirements.
• We can provide out-of-hours or emergency support by prior agreement.
• Data hosting and storage remain entirely under the client’s control at all times.
User support
- Email or online ticketing support
- Yes
- Support response times
-
Candid HSC responds to support requests based on incident priority during agreed UK working hours (Monday–Friday):
P1 - Critical (system outage / clinical care impacted): response within 15 minutes
P2 - High (major feature degraded / patient impact likely): response within 30 minutes
P3 - Medium (partial issue / no immediate patient impact): response within 4 working hours
P4 - Low (cosmetic or non-urgent issue): response within 1 business day
We provide standard support during agreed working hours. Weekend or out-of-hours support can be provided by prior agreement, with response times defined in the Statement of Work. - 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), 7 days a week
- Web chat support
- No
- Support levels
-
Ensuring proportionate response and resolution based on clinical and operational impact, Candid HSC provides tiered support aligned to incident priority (P1–P4). We prioritise critical incidents for rapid response and resolution, while managing lower-priority issues within agreed business timeframes.
Support channels
We provide support via email and phone during agreed working hours, and/or through the client’s ticketing system where in place.
Escalation levels
Our helpdesk log and manage all incidents through a structured escalation process:
1. First line triage and issue validation
2. Second line technical and application troubleshooting
3. Third line escalation to application vendors or specialists
4. Escalation to senior governance and formal communications where required
Cost of support levels
We charge for support on a time-and-expense or work-based model, with typical day rates ranging from £450 to £800 depending on role, scope and project duration. We provide out-of-hours or emergency support by prior agreement and when defined within the Statement of Work.
Technical account manager/cloud support engineer
We will assign a named technical lead where agreed with the client and documented within the Statement of Work.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Conforms to BS7858:2019
- Government security clearance
- Baseline Personnel Security Standard (BPSS)
Pricing
- Discount for educational organisations
- No
Architecture roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Solution architect | £300.00 | £360.00 |
| Senior solution architect | £400.00 | £480.00 |
| Lead solution architect | £500.00 | £600.00 |
Data roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Data analyst | £400.00 | £480.00 |
| Senior data analyst | £500.00 | £600.00 |
| Principal data analyst | £600.00 | £720.00 |
IT operations roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Configuration analyst | £350.00 | £420.00 |
| Change and release analyst | £400.00 | £480.00 |
| Change and release manager | £500.00 | £600.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Senior operations analyst | £300.00 | £360.00 |
| Operational control manager | £500.00 | £600.00 |
| Head of command and control | £600.00 | £720.00 |
Product and delivery roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Business analyst | £400.00 | £480.00 |
| Senior business analyst | £500.00 | £600.00 |
| Lead business analyst | £600.00 | £720.00 |
| Head of business analysis | £700.00 | £840.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Programme delivery manager | £1,000.00 | £1,200.00 |
Quality assurance testing (QAT) roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Test manager | £500.00 | £600.00 |
| Head of test | £600.00 | £720.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- No
- Quality management systems (QMS)
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 69b55c11-6116-4dbd-b34a-a3eaae5014da
- Cyber essentials plus
- No
- Cyber Essentials Alternative
- In relation to the services you do not have a current and valid Cyber Essentials Plus 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 Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
- Other security certifications
- No
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
- Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
- Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
- Activities to cascade good practice on fair working conditions throughout the supply chain
- 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 2: Skills for growth: Supporting growth sectors and addressing skills gaps.
- Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
-
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
- Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
- Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
- Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
- Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
- Plans for positive actions with community groups.
-
Service documents
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 avinashchander@candidhsc.co.uk.
Tell them what format you need. It will help if you say what assistive technology you use.